--- title: "Avaya UCaaS Reviews, Pros and Cons - 2026 Software Advice" description: "Reviews of Avaya UCaaS. Learn how real users rate this software's ease-of-use, functionality, overall quality and customer support. Talk to our advisors to see if Avaya UCaaS is a good fit for you!" source_url: "https://www.softwareadvice.com/call-center/avaya-aura-profile/reviews/" page_type: "reviews" language: "en" --- 1 million+ businesses helped. Get advice Get Free Advice [Home](https://www.softwareadvice.com/) / [Call Center Software](https://www.softwareadvice.com/call-center/) / [Avaya UCaaS](https://www.softwareadvice.com/call-center/avaya-aura-profile/) / Avaya UCaaS Reviews Software Advice offers objective insights based on verified user reviews and independent product and market research. When our advisors match you to a software provider, we may earn a referral fee. [Overview](https://www.softwareadvice.com/call-center/avaya-aura-profile/) Reviews [Alternatives](https://www.softwareadvice.com/call-center/avaya-aura-profile/alternatives/) # Avaya UCaaS User Reviews ## Reviews summary - Overall rating: 4.4/5 - Total reviews: 92 ### Secondary ratings - Ease of use: 4.3/5 - Customer support: 4.1/5 - Value for money: 4.2/5 - Functionality: 4.4/5 ### Rating distribution - 5 stars: 53 reviews (58%) - 4 stars: 24 reviews (26%) - 3 stars: 12 reviews (13%) - 2 stars: 2 reviews (2%) - 1 star: 1 reviews (1%) ### Most mentioned pros - I also love the ability for shortcuts such as speed dials, contacts, and quick access to all calls for the day. - Overall, my experience with Avaya UCaaS has been good, it delivers dependable communication and collaboration, though the interface and features could use some modernization. - The call quality is good, and the transcription of voicemails is generally pretty accurate ### Most mentioned cons - Some of the features feel a bit outdated and slow, and the interface could be more modern and user-friendly. - Troubleshooting the software was my biggest pet peeve sometimes, some days I would log in and think everything is fine with the system but you’ll have those rare instances where it won’t work or it’ll automatically change the audio or headset settings to a default setting and sometimes you’d have to catch it, it doesn’t happen often but it will occasionally happen and it messes with your workflow on calls when they can’t hear you properly or if they feel you’re talking too low - Not very helpful . ## Avaya UCaaS customer reviews Showing reviews 1-25 of 92 (page 1). ### If you dont want to fail, go with Avaya - Overall rating: 4/5 - Reviewer: Juan David B. - Verified reviewer: Yes - Industry: Telecommunications - Company size: 11-50 employees - Product usage: Used daily for more than 2 years - Reviewed: March 2026 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. We have a good experience with Avaya UCaaS, but right now, the compane are looking for new products, cloud based and with new features. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 3/5 - Functionality: 4/5 #### Pros Simplicity, useful on daily work, features for colaboration between teams, Avaya support its amaizing #### Cons Maybe Avaya needs to think about interoperabilty between other services on market, like Zoom, Mirosoft TEAM and Cisco Webex #### Reasons for choosing Avaya UCaaS Experience #### Reasons for switching to Avaya UCaaS Customer service --- ### Exactly the Quality you expect from avaya - Overall rating: 5/5 - Reviewer: Tiana T. - Verified reviewer: Yes - Industry: Automotive - Company size: 1001-5000 employees - Product usage: Used weekly for more than 2 years - Reviewed: March 2019 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Aura is an all encompassing tool to get your routing where it needs to be. The integration with analytics is also really helpful. We all know that you have to run a report at the end of every month and while this is more about calls, it doesn't let that part of contact center life fall by the wayside. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Customer support: 3/5 - Functionality: 5/5 #### Pros It works well with Avaya equipment and is very customizable. This 'suite' has so many option for contact center use. #### Cons There is a bit of a learning curve but any IT admin worth their salt will make it their own in no time. --- ### Technology Refresh to Onpremise Avaya products - Overall rating: 3/5 - Reviewer: Alejandra T. - Verified reviewer: Yes - Industry: Broadcast Media - Company size: 201-500 employees - Product usage: Used weekly for less than 6 months - Reviewed: February 2025 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. The product is comprehensive and provides good functionality. Nevertheless, the time to go live may exceed your expectations #### Ratings breakdown - Ease of use: 3/5 - Value for money: 3/5 - Customer support: 5/5 - Functionality: 4/5 #### Pros It is a natural upgrade for Onsite Avaya PBS #### Cons The integrations are not so easy. The TCO may be larger than expected --- ### Best communication software! - Overall rating: 5/5 - Reviewer: Serhat A. - Verified reviewer: Yes - Industry: Consumer Goods - Product usage: Used daily for less than 12 months - Reviewed: August 2018 - Review source details: This review was submitted organically. No incentive was offered Easy communication. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 4/5 - Functionality: 5/5 #### 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. --- ### suitable for business - Overall rating: 5/5 - Reviewer: Raila Z. - Verified reviewer: Yes - Industry: Hospital & Health Care - Company size: 51-200 employees - Product usage: Used other for more than 2 years - Reviewed: May 2019 - Review source details: This review was submitted organically. No incentive was offered Reliable software for all communication tasks. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros We have used this software for a lot of years and tested to be efficient and make sure all calls are recorded, listed and monitored #### Cons Not much cons about this software as it is efficient for all call related task. And very low to none down time. --- ### Avaya brings carrier class service to the enterprise - Overall rating: 4/5 - Reviewer: D. SKye H. - Verified reviewer: Yes - Industry: Computer Software - Product usage: Used other for less than 12 months - Reviewed: December 2017 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Well, if you have the money, then it is easy to scale, upgrade, and manage. But I still recommend a cloud service to get more bang for the buck. #### Ratings breakdown - Ease of use: 3/5 - Value for money: 2/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros The Avaya Aura platform gives you the same features that carriers have, redundancy, failover, dialplans, advanced routing, etc. #### Cons well the biggest drawback to the Avaya Aura platform is definitely cost. Another is managing hardware, and software. There are advantages to having your telephony services running in the cloud, but on prem requires a set of support personnel with very specific Avaya expertise. --- ### Avaya Aura Orchestration Designer Implementation - Overall rating: 5/5 - Reviewer: Julio Cesar C. - Verified reviewer: Yes - Industry: Telecommunications - Company size: 5001-10000 employees - Product usage: Used weekly for more than 2 years - Reviewed: May 2019 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. The Avaya Aura Orchestration Designer development environment is ideal for creating applications in the Experience Portal, such as IVRs, POMs and other Voice applications. Its design is simple, minimalist and easy to use, its components and objects are visible to the developer, the logic through the Servlets or Datas is not complex, the integration with databases or web services is very useful and in summary , it is the best development environment to create voice applications that I have known #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros The ability to integrate with Soap and Restful web services and with SQL Server databases #### Cons The development IDE consumes many machine resources. --- ### Crystal clear video and voice connection - Overall rating: 5/5 - Reviewer: Massimo S. - Verified reviewer: Yes - Industry: Financial Services - Company size: 201-500 employees - Product usage: Used weekly for less than 2 years - Reviewed: November 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Almost never any problems. Make it easy to connect to colleagues no matter where they are. #### Ratings breakdown - Ease of use: 5/5 - Functionality: 5/5 #### 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 --- ### Avaya makes communication across sites easier. - Overall rating: 5/5 - Reviewer: Anthony Y. - Verified reviewer: Yes - Industry: Health, Wellness and Fitness - Company size: Self-Employed - Product usage: Used weekly for less than 2 years - Reviewed: January 2019 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 5/5 - Functionality: 5/5 #### Pros I liked that it was easy to connect with others in my business, and that generally the applications were bug-free and smooth. #### Cons I think most of what I did not like had more to do with my connection, not the platform itself. --- ### Telecom solutions! Avaya is the answer. - Overall rating: 4/5 - Reviewer: Aly H. - Verified reviewer: Yes - Industry: Computer Software - Company size: 501-1000 employees - Product usage: Used daily for less than 6 months - Reviewed: February 2019 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Needed a reliable vendor for telecom solutions. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros Switched from Polycom due to frequent issues. Avaya is extremely smooth. Definitely a great solution. #### Cons Had a few problems during implementation, calls were getting dropped and we couldn't hear correctly, but after the implementation and highlighting this, they were quick to resolve. --- ### Great product - Overall rating: 4/5 - Reviewer: Shontel S. - Verified reviewer: Yes - Industry: Retail - Company size: 10000+ employees - Product usage: Used daily for more than 2 years - Reviewed: September 2024 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. 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: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### 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 . --- ### A great system for any size business - Overall rating: 5/5 - Reviewer: Georgina C. - Verified reviewer: Yes - Industry: Construction - Company size: 51-200 employees - Product usage: Used daily for more than 2 years - Reviewed: September 2019 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. 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. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 4/5 - Functionality: 5/5 #### 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. #### Reasons for choosing Avaya UCaaS There are many platforms like this on the market and we did a lot of research first and I believe this is the best. It isn't the cheapest or most expensive, so somewhere in the middle, but the software and the extensive list of things you can program it to do, will suit almost any business size and type. --- ### Avaya (can you hear me now) - Overall rating: 3/5 - Reviewer: Devon J. - Verified reviewer: Yes - Industry: Government Administration - Company size: 501-1000 employees - Product usage: Used daily for more than 2 years - Reviewed: July 2021 - Review source details: This review was submitted organically. No incentive was offered My overall experience has been good. Minus a few issues that’s seems to be fixed quickly. I would definitely recommend this service for any employer. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros I have been using this product for the last 5 years with this company. It has its good and bad days. Mostly good. The calls come through very clear and it’s very easy to see who is calling with the caller Id method. When there is an issue it’s fixed fairly quickly so your not without a phone for a long period of time. #### Cons What I least like about this software is that some days it just doesn’t want to work completely. You may not be able to end calls after speaking with someone or the calls will be staticky where you have to hang up and call back. --- ### Avaya is great at call center solutions - Overall rating: 4/5 - Reviewer: andy f. - Verified reviewer: Yes - Industry: Consumer Services - Company size: 5001-10000 employees - Product usage: Used daily for more than 2 years - Reviewed: December 2019 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Avaya knows call centers and provides a feature rich platform to the customers and agents alike with Aura and it's associated product line. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 3/5 - Customer support: 2/5 - Functionality: 5/5 #### 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. --- ### Our company is highly satisfied with Avaya UCaaS communications platform. - Overall rating: 5/5 - Reviewer: Jodi B. - Verified reviewer: Yes - Industry: Accounting - Company size: 51-200 employees - Product usage: Used daily for less than 2 years - Reviewed: June 2024 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. We are pleased with their phones and service and have used Avaya for over 8 years. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros We like the voice features of the phone system. #### Cons There is nothing that I can think of as the phone system works well for us. --- ### Great Communication Source - Overall rating: 5/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Outsourcing/ Offshoring - Company size: 11-50 employees - Product usage: Used daily for less than 2 years - Reviewed: December 2018 - Review source details: This review was submitted organically. No incentive was offered 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. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Customer support: 4/5 - Functionality: 5/5 #### 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. --- ### Agility in service and monitoring - Overall rating: 5/5 - Reviewer: MARA B. - Verified reviewer: Yes - Industry: Information Services - Company size: Self-Employed - Product usage: Used daily for more than 2 years - Reviewed: August 2020 - Review source details: This review was submitted organically. No incentive was offered It facilitates my work as a call center manager, providing real-time data for decision making. Super recommend. #### Ratings breakdown - Ease of use: 4/5 - Functionality: 5/5 #### 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 --- ### Great Software For Call Center Type Work - Overall rating: 5/5 - Reviewer: Shari G. - Verified reviewer: Yes - Industry: Consumer Services - Company size: 10000+ employees - Product usage: Used daily for less than 2 years - Reviewed: February 2022 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Functionality: 5/5 #### Pros The software hardly had any downtime for the years I had to use it in a BPO, both brick and mortar and remotely. Customers were always crisp and all the auxes worked as intended. #### Cons I was not an administrator of this app so I was not affected by any quirks of it. --- ### Avaya Aura, one of the best voicemailbox software - Overall rating: 5/5 - Reviewer: Gaurav S. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 10000+ employees - Product usage: Used daily for more than 2 years - Reviewed: April 2019 - Review source details: This review was submitted organically. No incentive was offered working and using Avaya aura can be said is a overall good #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### 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, --- ### From a novice to expert in months - Overall rating: 5/5 - Reviewer: Leo A. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 10000+ employees - Product usage: Used daily for less than 12 months - Reviewed: June 2019 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. I was brought in from Networking to fill in for the Comm. Specialist position. Between Avaya and CenturyLink, I went from not knowing anything about the platform to managing over 600 devices within weeks. It only took a couple of months to fully engulf myself with the world. #### Ratings breakdown - Ease of use: 3/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros The Aura platform is very customizable, if you can think it up, you can configure it to do what you need. #### Cons It does take some time to get the hang of. Once you learn your basic commands, it's easy to expand deeper and quicker into the Avaya world. --- ### Avaya aura - Overall rating: 5/5 - Reviewer: Jeffrey C. - Verified reviewer: Yes - Industry: Computer & Network Security - Company size: Self-Employed - Product usage: Used daily for less than 12 months - Reviewed: January 2020 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Good once you get the thing going, that may be a faster way but it works good and covers a lot of devices for communication #### Ratings breakdown - Ease of use: 4/5 - Value for money: 5/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros Coming from the telecommunications field this was a nice update for a convergence office. Lots of features and functionality, avaya does. Ot let you down #### Cons Can be a task to Install and use, you have to understand the back end of it, but once you have it up its great --- ### Excellent legacy platform for large businesses - Overall rating: 5/5 - Reviewer: Bernard G. - Verified reviewer: Yes - Industry: Computer Software - Company size: Self-Employed - Product usage: Used other for more than 2 years - Reviewed: July 2020 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. I worked with numerous Avaya customers using Aura. They enjoy the reliability and scalability as an on-premises machine. #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 5/5 - Functionality: 5/5 #### Pros Avaya is by far the most powerful solution for large enterprises that have more than 1000 employees and are not ready to go to the cloud #### Cons Aura is a relatively sophisticated solution that requires experts to design, build and operate - best left for resellers to manage --- ### avaya - Overall rating: 4/5 - Reviewer: tiffany h. - Industry: Accounting - Company size: 1001-5000 employees - Product usage: Used daily for more than 2 years - Reviewed: December 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 4/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 4/5 #### 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 --- ### Good phone system - Overall rating: 5/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Consumer Services - Company size: 1001-5000 employees - Product usage: Used daily for less than 6 months - Reviewed: April 2019 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 5/5 - Functionality: 4/5 #### Pros Adequate phone system for what I need it for. Better than landline #### Cons Could have more features. Otherwise it's good --- ### Totally fine tool for (video) calls, chats and screen sharing - Overall rating: 3/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: E-Learning - Company size: 51-200 employees - Product usage: Used weekly for less than 6 months - Reviewed: January 2020 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. It is an okay tool to handle in everyday business even though it looks a little oldschool #### Ratings breakdown - Ease of use: 3/5 - Functionality: 3/5 #### Pros Works totally fine, our whole company is using this tool to call colleagues, have video calls and/or screen sharing. #### Cons installing the programme has been a little tricky but after you once had it is is relatively easy to use. Coukld need a fresher design though ## More reviews [Next reviews](https://www.softwareadvice.com/call-center/avaya-aura-profile/reviews/?page=2) --- Avaya UCaaS Reviews, Pros and Cons - 2026 Software Advice