Avaya UCaaS 2026: Benefits, Features & Pricing

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On this page

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

Matthew P.

Verified reviewer

Financial Services

11-50 employees

Used daily for less than 2 years

Review source

Reviewed April 2023

All-In-One Com Hub for Any Business Size

Beyond the occasional frustrating poor audio quality on phone calls, the overall system has been fantastic for company communications. Employees can forward calls to their cells if they work from home, meaning a call is never missed. The web meeting option helped us consolidate other services into Avaya and the instant messaging is a great time-saver between departments.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

The Avaya system is really two parts for us: a fully customizable phone and the content hub. The phone is decked out with a long caller ID list and includes options to change out ring back tones, caller tones, and voice mail recordings. The hub is packed with amazing options such as faxing from the computer, internal instant messaging, screen share, and web meeting access. With Avaya my company has been able to save costs by reducing third-party services for web meetings and screen sharing.

Cons:

Call quality can really be hit or miss, which might be the program or it might be our internet connections. Poor quality comes in the form of audible clicks, pops, voice distortion, or ultimately dropped calls.

Laura B.

Verified reviewer

Insurance

2-10 employees

Used daily for more than 2 years

Review source

Reviewed December 2025

Avaya Phone System

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Call history, setting up queues, and ease of use. The call quality is good, and the transcription of voicemails is generally pretty accurate

Cons:

Updates are required and it's not seem less. Wish there was an easier way to import client names and number. Text features would like to be able to save/see both sides of the conversations when loading into broker management system.

Reasons for switching to Avaya UCaaS

Portability and recording were the two main factors.

Gopa B.

Verified reviewer

Information Technology and Services

51-200 employees

Used monthly for more than 2 years

Review source

Reviewed September 2025

Innovate Avaya

As said it is a legacy and very easy to use product. Easy to train and learn. Avaya's this feature is also its con. I have trained people on Avaya for more than 15 years.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Avaya is a legacy product, it is easy to use and has been in Business processes for a really long time. It has been a stable, cheaper than other same kind of products and a go to product for a lot of companies.

Cons:

Avaya needs to be upgraded. It has to incorporate the cloud and other innovative techs. The lack of innovation is actually creating a gap and bringing in other products.

Prince O.

Verified reviewer

Financial Services

501-1000 employees

Used daily for more than 2 years

Review source

Reviewed September 2025

Reliable UCaaS with Room for Modernization

Overall, my experience with Avaya UCaaS has been good, it delivers dependable communication and collaboration, though the interface and features could use some modernization.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

I like its reliable call quality and how smoothly it integrates voice, video, and messaging into one platform.

Cons:

Some of the features feel a bit outdated and slow, and the interface could be more modern and user-friendly.

Crystal J.

Verified reviewer

Insurance

10000+ employees

Used daily for more than 2 years

Review source

Reviewed September 2024

Let’s talk about Avaya

Avaya is like the little sister you never knew you needed. She’s a little annoying sometimes, but dependable when you need her most. Avaya is my go to for call connections.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

The multiple line feature makes transferring our conferencing calls seamless. I also love the ability for shortcuts such as speed dials, contacts, and quick access to all calls for the day.

Cons:

The dropped connection at night time gets a little irky. Sometimes the calls drop completely or won’t transfer/conference over.

Christopher W.

Verified reviewer

Computer Networking

2-10 employees

Used daily for more than 2 years

Review source

Reviewed June 2019

Avaya Review

Great when it works, awful when something goes wrong and support is useless

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Great product when it works. Great if you need a call center style VoIP Solution

Cons:

Updates constantly cause issues with connectivity and support is slow to resolve issues.

Reasons for choosing Avaya UCaaS

Features that were promised but never delivered on

Reasons for switching to Avaya UCaaS

Offer of more options and more suited for a larger corporate call center

Shontel S.

Verified reviewer

Retail

10000+ employees

Used daily for more than 2 years

Review source

Reviewed September 2024

Great product

It was better than the system we current use at a corporate call center . It also records stats like average handle time , hold time, and after all work. The settings made it very user friendly

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Easy to use as long as the users are able to maintain a stable Internet connection.

Cons:

I really don't have too many cons, I wish it kept a better log of disconnected calls. Sometimes I'm if Internet connection is lost the information would take an administrator to access the previous caller ID information. Not very helpful .

Felicia F.

Verified reviewer

Financial Services

10000+ employees

Used daily for less than 12 months

Review source

Reviewed July 2022

Performance in your work

Avaya OneCloud has made it easier for me to communicate with my work team and my potential clients since I can do it from anywhere and from any device, it allows me to make calls and send messages, conduct web conferences and online meetings.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Avaya OneCloud is an excellent tool for communication, it has excellent flexibility and accessibility, due to the covid pandemic, all companies have opted for remote work, since it allows communication from one to another, from different parts of the world. Avaya OneCloud is an excellent tool that is providing an exceptional experience to all customers as it allows business communications with a series of advanced tools in the cloud, which are designed to help all companies, to carry out excellent communication, with its clients and company personnel, has an excellent capacity for unified communication.

Cons:

Due to the covid pandemic, I have been forced to use remote communication software to be able to carry out online meetings and videoconferences with my potential clients and all work personnel, I have been implementing Avaya OneCloud and so far I have not found something that may displease me, since this platform is quite innovative and has an excellent user interface.

Jose s.

Verified reviewer

Used daily for less than 12 months

Review source

Reviewed June 2018

fairly easy to use, with varied options for managing incoming calls

better call management and increase of the SLA agreement service

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

administration is simple, and allows you to quickly monitor the call queues, from the number of calls on hold to the time each call lasts. Allows assigning each code of a user to a specified queue, which allows establishing different call lines according to the needs or service that you want to provide allows you to create waiting options in which you can know why a user can not receive a call: feedback, bathroom, break, etc.

Cons:

I have nothing negative with this product is quite easy to use and you have up to one meter in percentage of the service offered during the

Stephanie M.

Verified reviewer

Computer Hardware

501-1000 employees

Used daily for more than 2 years

Review source

Reviewed August 2018

Making call center life easy

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Avaya is reliable, intelligent and is the best solution for a call center. The products are high quality performance and the software makes the customer experience the best.

Cons:

I’ve never had a problem at work with my avaya phone or software.

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