Avaya Aura Contact Center Software


Avaya Aura platform 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 Aura 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.

Avaya Aura 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.



26 Reviews of Avaya Aura Contact Center

Overall rating

4.5 / 5 stars

Showing 1 - 20 of 26 reviews

December 2018

tiffany from hub group

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

4 of 5

December 2018

avaya

Pros

The functionality of this program is great its easy to use and set up

Cons


it could use a little more visual aspect. but works great

November 2018

Massimo from Questrade

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

5 of 5

Functionality

5 of 5

November 2018

Crystal clear video and voice connection

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

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

November 2018

Melinda from World Travel Holdings

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

5 of 5

Functionality

5 of 5

November 2018

Loved using Avaya

Pros

I love the quality it provided talking with my customers.

Cons

It does not have an easy transfer option

October 2018

William from CenturyLink

Company Size: 5,001-10,000 employees

Review Source: Capterra


Ease-of-use

5 of 5

Functionality

5 of 5

October 2018

Working with Avaya on a daily basis

Pros

I like the ability to see what the caller is going to enquire about before the call is taken.
Tracking of time is customizable. Integrates well with other systems

Cons

Calls can get lost when transferring calls

September 2018

Connor from Allstate

Company Size: 10,000+ employees

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

3 of 5

Customer support

2 of 5

Functionality

3 of 5

September 2018

Decent, with Connectivity Issues

Overall, my experience with Avaya could be better

Pros

This platform has the infrastructure to be very useful, and their customer care center is efficient.

Cons

Connectivity issues plague this product, even though they have gotten better recently.

September 2018

Gabe from RB Sales Organization

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

4 of 5

Functionality

4 of 5

September 2018

High Quality Interface

Pros

The system was very user friendly. It was very easy to maneuver through calls and to see who in the office was in/out based on the symbols shown.

Cons

The price tag is why we ended up switching to a different software.

September 2018

Kali from RB Sales

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

5 of 5

September 2018

Price keep going up

Pros

Our company loves the functionality of this system and all of the options that it offers. It really is the best system we have used for reasons such as easy transfers and group calls. The conference system is really nice as well.

Cons

The price keeps going up which caused our company to have to switch to a different system. Our new system does not have half of the options and is not as user friendly.

August 2018

Stephanie from Miracle Steps

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

5 of 5

August 2018

Making call center life easy

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.

August 2018

Anonymous

Verified Reviewer

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

3 of 5

Functionality

4 of 5

August 2018

AAP Review

Pros

Use my work number straight from my cellphone and contact clients.
Great functionality

Cons

Glitchy mobile app sometimes.
Difficult to initially set up on certain devices.

August 2018

Serhat from BSH Turkey

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

4 of 5

Functionality

5 of 5

August 2018

Best communication software!

Easy communication.

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.

June 2018

Anonymous

Verified Reviewer

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

June 2018

Phone call at its finest

Pros

To navigate from one call to another at the ease of yiur fingertips is simply amazing and very easy to use.

Cons

Just cant live with out this invention while working as you can handle multiple calls all at once with this

June 2018

Raul from Cypher Systems Group

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

4 of 5

Functionality

4 of 5

June 2018

Avaya Aura Platform is a competitive choice for contact center solutions.

Pros

Avaya Aura Platform is an advanced unified communication and all comes together. The phones and hardware, in general, shows great compatibility.

Cons

The customer support could be better, also the documentation and tutorials are not easy to find online.

June 2018

Jodi from Neponset Valley Oral Surgery

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

3 of 5

June 2018

excellent, good quality

This software allows me to competently do my job without worrying about a phone call being disconnected or being able to locate the phone number of a patient who has previously called without a problem.

Pros

I would have to say my favorite thing about Avaya would be how easy it is to use. The way the phones are set up is very user friendly and makes a simple everyday task even easier! I like the display screen that comes on the phone.

Cons

My least favorite thing about the software would have to be the setting when the phone is placed on hold. There is no distinct ring to separate a line on hold vs a normal incoming phone call. The phone will continue to ring until it has been picked up when I think it would be most beneficial to have it ring a couple times every minute to remind you the line is on hold.

June 2018

Jose from Ericsson

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

June 2018

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

better call management and increase of the SLA agreement service

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

April 2018

Anonymous

Verified Reviewer

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

April 2018

The best communication solution!

It is a super durable tool and too efficient. It keeps me communicated and without interruptions. The quality of the audio is second to none.

Pros

I use Avaya every day in the daily tasks of my work. It allows me to be communicated without interruptions. The device I use is very efficient, easy to use. It is definitely an indispensable tool if you want to have a communicative contact without failures.

Cons

I have been using Avaya for more than 3 years in my daily tasks at work and there is really nothing that I do not like or that I should improve. It is a super durable tool and too efficient.

April 2018

Kasandra from MCCC

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

April 2018

Avaya makes working remote a breeze

Pros

It gives me the flexibility to do my job at home and on the go. Allows me to use my computer or smartphone for work calls with no difficult.

Cons

I don't have anything negative to say about Avaya. Just like any new software solution, it takes sometime to setup and adjust.

April 2018

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

April 2018

Avaya Aura platform is the best applications for voice communications in the world.

The most reliable voice platform by far

Pros

There is no other platform that comes even close to the amount of features and readability of the Avaya aura platform.

Cons

For administrators it will take a little bit time to understand the platform and to master it . But in reality there are no cons to the platform.

April 2018

Luc from ASSUMPTION LIFE

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

April 2018

I used this program for both inbound and outbound calls

Pros

I liked the functionality of the program. It is easy to use and set up specifically for you (volume, favorite settings,etc.)

Cons

The thing I liked the least about this software is the visual aspect. I find the look of the software is outdated

March 2018

Aaron from Trinity Lutheran Church and School

Review Source: Capterra


Ease-of-use

2 of 5

Value for money

4 of 5

Customer support

1 of 5

Functionality

4 of 5

March 2018

The Avaya platform has a variety of features, but is difficult to initiate for novice users.

Pros

The Avaya User Interface that is accessible online is a nice feature. Not being tied to the actual server is a nice option. I do appreciate the layout of the interface, tabs, etc.

Cons

The Help side of this software is very minimal, especially for a novice user. Whenever there is an issue with the phone system, it usually requires a phone call to the installer which is an hour! Wishing there was an online chat option for the Help/Support options.

March 2018

Claudia from NVOMS

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

March 2018

I've been using Avaya for a little while now and i love it, it is very easy to use and functional!!!

I love that it's very practical and easy to learn.

Pros

I like that it allows you to be in one phone call with multiple people while just using one line, It's really helpful for conference calls.

Cons

I dislike that you could potentially pick up another line by accident, there's a possibility of someone listing to your private call and you won't even notice it.