About Avaya Aura Contact Center

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 objecti...


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Supported Operating System(s):

Web browser (OS agnostic), Windows 10

52 Reviews of Avaya Aura Contact Center

Average User Ratings

Overall

4.54 / 5 stars

Ease-of-use

4.5

Value for money

4.5

Customer support

4.0

Functionality

4.5

Ratings Snapshot

5 stars

(35)

35

4 stars

(12)

12

3 stars

(3)

3

2 stars

(2)

2

1 stars

(0)

0

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 52 results

June 2018

Jose from Ericsson

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

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

September 2019

Georgina from Allen Archaeology Ltd

Company Size: 51-200 employees

Industry: Construction

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

4.0

Functionality

5.0

September 2019

A great system for any size business

Having a good phone system installed has really helped our business. We are able to connect our remote workers instantly with contractors and clients who otherwise, we would have to take messages for or redirect which more often then not results in messages being lost or delayed or the caller not bothering to call a second or third number to get to the person they want, we can connect them straight away. I would say this is the biggest benefit of having this kind of system and it's affordable as well.

Pros

It's really easy to use and you can program it from a computer to do all sorts of things! I really like the intercom function, which when you're busy and need to work hands free, it's a very useful tool to have in my role when speaking with colleagues about quick queries and you can easily switch to more private calling by simply picking up the receiver. I like that you can input lots of different numbers, both internal and external which you can transfer calls to, so even if you want to transfer an external call to an external mobile number, it's simple to achieve.

Cons

There isn't much not to like about the phone system to be fair, however if I was really nit picking I would say there are a lot of buttons and options to get to messages on the answer phone if you've already listened to them once and don't for heaven sake lose the customer support number, as you'll spend hours on the internet doing detective work trying to find it! otherwise, it's very good and the customer support is great.

December 2019

Devon from Dcf

Company Size: 501-1,000 employees

Industry: Government Administration

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

December 2019

One call away

My overall experience has been great Im able to call my clients and complete my case load.

Pros

I have been using this software for the past 4 years. It does have its cons but its a great program. Easy to use and navigate. You can have a great And effective conversation with your clients. Very reliable and when the system goes down its back up in no time.

Cons

Things I least like is when the system is down its hard to place calls. Sometimes the service is not good and there is a lot of interference during calls.

December 2019

andy from vivint

Company Size: 5,001-10,000 employees

Industry: Consumer Services

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

3.0

Customer support

2.0

Functionality

5.0

December 2019

Avaya is great at call center solutions

Avaya knows call centers and provides a feature rich platform to the customers and agents alike with Aura and it's associated product line.

Pros

We use Avaya Aura with the Breeze platform. The Breeze platform ( with Engagement Designer) is a great add-on and provides us strong integration from our ancillary products into Aura. You can track calls as they progress through a call-flow, maintain call control of inactive calls (if customer hangs up you can keep the agent on and call the customer back), and integrate with databases and APIs. Very powerful and with a great visual GUI.

Cons

It takes a lot of time and can be a bit complex to connect to the required resources (media servers, voice servers, Aura, DB servers). Avaya support is also a sore spot. It feels like they are inadequately staffed and it takes too long to get to the right people to fix our issues. Timely support is critical in a call center environment and this is where I feel Avaya doesn't get it right.

January 2020

ABSALON TEIXEIRA DO from Central IT

Company Size: 10,000+ employees

Industry: Telecommunications

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

1.0

Value for money

1.0

Customer support

2.0

Functionality

1.0

January 2020

in queue management and attendants unknown tool with most failures

Since its implementation we had several problems, because the company commercial sells a product that can not deliver. Its consultants are not sufficiently aware of the languages used by Brazilian carriers which makes it very difficult to deploy and maintain the tool, which currently can only function due to the Asterisk redirection that receives all operators' trunks and delivers so that avaya can understand. Not to mention the disconnects, which in the reports present information that is unreliable. The tool has several native reports that analyzed have divergences of information between them, and we could not create a report without calling and payment of the service, which several times we requested did not receive what was agreed, beyond the support deadline. technical, which can reach 365 business days.

Pros

Since its implementation we had several problems, because the company commercial sells a product that can not deliver. Its consultants are not sufficiently aware of the languages used by Brazilian carriers which makes it very difficult to deploy and maintain the tool, which currently can only function due to the Asterisk redirection that receives all operators' trunks and delivers so that avaya can understand. Not to mention the disconnects, which in the reports present information that is unreliable. The tool has several native reports that analyzed have divergences of information between them, and we could not create a report without calling and payment of the service, which several times we requested did not receive what was agreed, beyond the support deadline. technical, which can reach 365 business days.

Cons

Since its implementation we had several problems, because the company commercial sells a product that can not deliver. Its consultants are not sufficiently aware of the languages used by Brazilian carriers which makes it very difficult to deploy and maintain the tool, which currently can only function due to the Asterisk redirection that receives all operators' trunks and delivers so that avaya can understand. Not to mention the disconnects, which in the reports present information that is unreliable. The tool has several native reports that analyzed have divergences of information between them, and we could not create a report without calling and payment of the service, which several times we requested did not receive what was agreed, beyond the support deadline. technical, which can reach 365 business days.