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 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.



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Supported Operating System(s):

Web browser (OS agnostic), Windows 10

32 Reviews of Avaya Aura Contact Center

Average User Ratings

Overall

4.72 / 5 stars

Ease-of-use

4.5

Value for money

4.5

Customer support

4.0

Functionality

4.5

Ratings Snapshot

5 stars

(25)

4 stars

(5)

3 stars

(2)

2 stars

(0)

1 stars

(0)

Likelihood to Recommend

Not likely

Very likely

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Showing 1-20 of 32 reviews

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June 2018

Jodi from Neponset Valley Oral Surgery

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

5.0

Functionality

3.0

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.

December 2018

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Customer support

4.0

Functionality

5.0

December 2018

Great Communication Source

Sometimes phone calls got disconnected but you have the advantage of this app that it always shows the phone number the customer is calling so, you have a call history and in that way you can call the customer back to have a great resolution. At the end of the day, it's very useful to gained a great customer service.

Pros

What I like the most was the easier way that I get used to it, it's very easy to understand and to get adapt.

I used to work with this feature, and, I used it on my daily tasks, it displays the phone number the customer is calling on screen of the Avaya. It is very efficient at call centers since you can hear clearly without any interruptions or any statics on the line.

Cons

It should have an easier way to transfer the calls sometimes it can get disconnected.

April 2018

Anonymous

Verified Reviewer

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

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.

January 2018

Anonymous

Verified Reviewer

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

January 2018

The Avaya system is the only system our organization will use!

Pros

The Avaya system is the best in the industry and there are many options available to meet your needs. The system is extremely easy to use and is used in various industries. I personally enjoy the ability to have more than two lines.

Cons

I haven't found the ability to place someone on hold and putting the phone back into the retriever without it hanging up on the line. You have the option to press mute but the line will disconnect if you forget and put the headset back into the retriever.

September 2018

Kali from RB Sales

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

4.0

Functionality

5.0

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.

June 2018

Jose from Ericsson

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

April 2018

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

3.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

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.

August 2018

Stephanie from Miracle Steps

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

4.0

Functionality

5.0

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.

April 2018

Luc from ASSUMPTION LIFE

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

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

June 2018

Anonymous

Verified Reviewer

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

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

October 2018

William from CenturyLink

Company Size: 5,001-10,000 employees

Review Source: Capterra


Ease-of-use

5.0

Functionality

5.0

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

April 2019

Gaurav from ADP

Company Size: 10,000+ employees

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

April 2019

Avaya Aura, one of the best voicemailbox software

working and using Avaya aura can be said is a overall good

Pros

its super easy to use and install , works good with almost no issues to report or downtime

Cons

Avaya aura works good and is very user friendly,

January 2018

Denise from Society of Petroleum Engineers

Review Source: Capterra


Ease-of-use

5.0

Customer support

5.0