Avaya UCaaS 2026: Benefits, Features & Pricing

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Overview
Pricing and Plans
Features
User Reviews

Overview

Avaya UCaaS

4.4

(91)

Pricing

Pricing available upon request

About Avaya UCaaS

Avaya UCaaS (formerly Avaya Aura Contact Center) is a cloud-based and on-premise call center solution that caters to all businesses across various industries. The solution allows users to offer personalized interactions to regular callers using advanced outreach algorithms and workflow. The algorithms help agents use inbound and outreach capabilities to sell, cross-sell and upsell products to callers. It also helps agents gather payments, schedule service appointments and offer promotions and discounts.

Avaya UCaaS provides a performance management module that captures, analyzes and stores customer interactions to highlight areas of improvement. It also provides automated coaching, scorecard assessments, customer feedback and voice analytics. The module helps users meet compliance objectives with regulatory mandates such as PCI, GDPR and MiFID.

The platform helps users identify patterns to drive customer-first practices, performance and operational efficiencies. Other features include AI-driven agent guidance and assisted services. Support is provided via online ticket, forum and phone.

Avaya UCaaS Screenshots

Avaya UCaaS Pricing and Plans

Starting price: Connect with an advisor for pricing

Free Trial

Free Version

Basic

Pricing available upon request

No plan information available

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Avaya UCaaS Features

Popular features found in Call Center
Caller ID
Call Logging
Call Monitoring
Call Recording
Call Routing
Call Scripting
Contact Management
CRM
Dashboard
IVR
Queue Management
Reporting/Analytics
More features of Avaya UCaaS
Agent Interface
Automated Routing
Call Center Management
Chat/Messaging
Collaboration Tools
Conferencing
Email Management
File Sharing
Interaction Tracking
Live Chat
Multi-Channel Communication
Performance Management
Performance Metrics
Real-Time Chat
Unified Communications
Voice Mail
Workflow Management
Workforce Management

Avaya UCaaS User Reviews

Overall Rating

4.4

Ratings Breakdown

59%

25%

12%

Secondary Ratings

Ease of Use

4.3

Value for money

4.2

Customer support

4.2

Functionality

4.4

Angela B.

Verified reviewer

Information Technology and Services

5001-10000 employees

Used other for less than 2 years

Review source

Reviewed September 2019

My customer support system with amazing call facility

Avaya Aura is nowadays my most favorite application because of its advanced communication techniques that helps me to communicate within or outside my organization in a better way.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

This application is quite useful for automatic call distribution system that allows a magnificent call distributing services within an organization. I can even record a lot of calls through its recording features that allows me to record each and every call to have a better record or history of my work.

Cons:

For me this application is a huge life savior because it enables me to track each and every call whether am using it inside my organization or even outside. Thus, for me there is nothing to worry about in this particular product.

Tiana T.

Verified reviewer

Automotive

1001-5000 employees

Used weekly for more than 2 years

Review source

Reviewed March 2019

Exactly the Quality you expect from avaya

Aura is an all encompassing tool to get your routing where it needs to be. The integration with analytics is also really helpful. We all know that you have to run a report at the end of every month and while this is more about calls, it doesn't let that part of contact center life fall by the wayside.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

It works well with Avaya equipment and is very customizable. This 'suite' has so many option for contact center use.

Cons:

There is a bit of a learning curve but any IT admin worth their salt will make it their own in no time.

Alejandra T.

Verified reviewer

Broadcast Media

201-500 employees

Used weekly for less than 6 months

Review source

Reviewed February 2025

Technology Refresh to Onpremise Avaya products

The product is comprehensive and provides good functionality. Nevertheless, the time to go live may exceed your expectations

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

It is a natural upgrade for Onsite Avaya PBS

Cons:

The integrations are not so easy. The TCO may be larger than expected

Serhat A.

Verified reviewer

Consumer Goods

Used daily for less than 12 months

Review source

Reviewed August 2018

Best communication software!

Easy communication.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

The best side of this software is that it has a very easy use from the beginning. Even its setup is very easy and while daily usage it provides a precise interface with all options.

Cons:

There might be some double run problems. While one Avaya.exe is running you can open another one bu mistake.

Raila Z.

Verified reviewer

Hospital & Health Care

51-200 employees

Used other for more than 2 years

Review source

Reviewed May 2019

suitable for business

Reliable software for all communication tasks.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

We have used this software for a lot of years and tested to be efficient and make sure all calls are recorded, listed and monitored

Cons:

Not much cons about this software as it is efficient for all call related task. And very low to none down time.

D. SKye H.

Verified reviewer

Computer Software

Used other for less than 12 months

Review source

Reviewed December 2017

Avaya brings carrier class service to the enterprise

Well, if you have the money, then it is easy to scale, upgrade, and manage. But I still recommend a cloud service to get more bang for the buck.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

The Avaya Aura platform gives you the same features that carriers have, redundancy, failover, dialplans, advanced routing, etc.

Cons:

well the biggest drawback to the Avaya Aura platform is definitely cost. Another is managing hardware, and software. There are advantages to having your telephony services running in the cloud, but on prem requires a set of support personnel with very specific Avaya expertise.

Massimo S.

Verified reviewer

Financial Services

201-500 employees

Used weekly for less than 2 years

Review source

Reviewed November 2018

Crystal clear video and voice connection

Almost never any problems. Make it easy to connect to colleagues no matter where they are.

Ratings Breakdown

Ease of use

Functionality

Pros:

The Avaya aura platform is great for video conferencing when you aboslutely need the connection to work.

Cons:

Sometimes it's difficult to sync with third party cameras

Anthony Y.

Verified reviewer

Health, Wellness and Fitness

Self-Employed

Used weekly for less than 2 years

Review source

Reviewed January 2019

Avaya makes communication across sites easier.

Ratings Breakdown

Ease of use

Functionality

Pros:

I liked that it was easy to connect with others in my business, and that generally the applications were bug-free and smooth.

Cons:

I think most of what I did not like had more to do with my connection, not the platform itself.

Juan David B.

Verified reviewer

Telecommunications

11-50 employees

Used monthly for less than 6 months

Review source

Reviewed April 2022

Experience for a bussiness

Its a very complete and easy to use platform, the Avaya's experience for many years its a clearly advantage over the other vendors

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Avaya know what we need, have a lot of experience, so, they can create one in one app with everything you can need for your contact center

Cons:

a better call recorder its required, because all customers require a stereo call recorder for speech analytics (diarization)

Reasons for choosing Avaya UCaaS

Experience

Reasons for switching to Avaya UCaaS

Customer service

Aly H.

Verified reviewer

Computer Software

501-1000 employees

Used daily for less than 6 months

Review source

Reviewed February 2019

Telecom solutions! Avaya is the answer.

Needed a reliable vendor for telecom solutions.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Switched from Polycom due to frequent issues. Avaya is extremely smooth. Definitely a great solution.

Cons:

Had a few problems during implementation, calls were getting dropped and we couldn't hear correctly, but after the implementation and highlighting this, they were quick to resolve.

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