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

57 Reviews of Avaya Aura Contact Center

Average User Ratings

Overall

4.49 / 5 stars

Ease-of-use

4.5

Value for money

4.5

Customer support

4.0

Functionality

4.5

Ratings Snapshot

5 stars

(38)

38

4 stars

(13)

13

3 stars

(3)

3

2 stars

(2)

2

1 stars

(1)

1

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 57 results

June 2018

Jose from Ericsson

Verified Reviewer

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

June 2020

Anonymous

Verified Reviewer

Company Size: 1,001-5,000 employees

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

4.0

Functionality

4.0

June 2020

I have use this for over 5 years

great for big, small, medium companies, you are able to see in which Aux your personnel is, so you can track their time on their calls or their non productive time, great!!

Pros

If you work in the call center industry you know tie is everything, so its very easy that you are able to keep track of your time taken in each call, and you can get a calculator manually- you can save phone numbers in your directory and see missed calls, received calls and outbound calls, you have everything together. You actually have an extension, so a customer can reach you back and/or a colleague can trasfer the call.

Cons

When I was in training I wish there were a training environment to practice at least 5 to 10 minutes since the first time that you use it you kind of get lost

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.

August 2020

MARA from Self Employed

Company Size: 1 employee

Industry: Information Services

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

4.0

Functionality

5.0

August 2020

Agility in service and monitoring

It facilitates my work as a call center manager, providing real-time data for decision making. Super recommend.

Pros

The software is an excellent tool to monitor the service performance of logged-in agents, it has several shortcuts that facilitate the work of the supervisor at the time of service. The reports are detailed and easy to interpret.

Cons

Time to log in and start monitoring; Activation of support a little time, could be online

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 I’m 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 it’s 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 it’s back up in no time.

Cons

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