Avaya Aura Contact Center Reviews

"Avaya Aura Orchestration Designer Implementation"

Comments: 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

Pros: The ability to integrate with Soap and Restful web services and with SQL Server databases

Cons: The development IDE consumes many machine resources.

"Avaya Aura’s Alright"

Comments: Avaya is what allows us to make calls within and outside of our organization, and without it, we wouldn’t be able to do our jobs at all. No other program on the market is quite like Avaya.

Pros: I like that Avaya runs well and does not have many issues or crashes; Overall functionality is great. I like the ease of use with initiating conference calls or a video calls. With my line of work, we need a consistent and reliable communications program, and Avaya definitely has all that we are looking for.

Cons: Avaya call audio can sometimes be terrible, especially when used through a Virtual Private Network. Connection to Avaya can be on the slow side taking 15-20 seconds to fully connect when the program is started. Connection errors sometimes happen with Avaya and our extension numbers (though, to be fair, not sure if that is the program or the VPN.) Another con I would have to say is the initial setup (putting in server address, port configuration, enter extension number, password, etc.,) it can be a daunting setup process if you have to start over.

"Powerful Contact Center solution but feels very dated"

Comments: We used this product for years, it was a great solution initially however with cloud products now taking a front seat the solution feels left behind.

Pros: The product is powerful for larger contact center environments, it can handle capacity with ease.

Cons: The upgrade process is cumbersome, the setup just feels like it is constantly being added to instead of a fresh approach and a new platform and the ability to trial features just does not feel fluid, a complete upgrade is sometimes required just to see if the product fits.

"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.

"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

"Very good software."

Comments: The ability of real-time multi communication.

Pros: We like the capability of using it on multiple stations , the reports and the fact that it is easy to use and reliable.

Cons: We dont like that it is a bit expensive, but is all depending on where you are going to use it and where.

"Good solution"

Comments: I can suggest that for big compony employees which has two or more location. This is the best solution.

Pros: It is best way of mobility. I can reach my desktop phone number from everywhere.

Cons: It should be support conference in three or more callers.

"Crystal clear video and voice connection"

Comments: 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

"This tool It great and easy to use!"

Pros: The capacity It has for making calls, hold calls and tranfer to another teams! The interface Is is really easy to use and you can understand the use very easy.

Cons: I do not have any feed back for this software but maybe the way in which you register in the application should be easier.

"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.

"Decent, with Connectivity Issues"

Comments: 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.

"Avaya Review"

Comments: Great when it works, awful when something goes wrong and support is useless

Pros: Great product when it works. Great if you need a call center style VoIP Solution

Cons: Updates constantly cause issues with connectivity and support is slow to resolve issues.

"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.

"I could not get through my day without Avaya"

Pros: The Avaya system in uniformly the most valuable tech I use. It allows for a seamless use of my computer to my phone system. It makes collaborating across digital devices easy.

"Avaya is great at call center solutions"

Comments: 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.

"excellent, good quality"

Comments: 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.

"Exactly the Quality you expect from avaya"

Comments: 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.

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.

"Avaya aura"

Comments: 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

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"

Comments: I worked with numerous Avaya customers using Aura. They enjoy the reliability and scalability as an on-premises machine.

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

"Loved using Avaya"

Pros: I love the quality it provided talking with my customers.

Cons: It does not have an easy transfer option

"Avaya"

Pros: What I like most about Avaya is the ability to handle multiple calls. This is a very nice feature

Cons: Haven't really had an issue with Avaya yet. Two thumbs up.

"Avaya brings carrier class service to the enterprise"

Comments: 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.

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.

"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.

"Works"

Pros: The software is easy to use and to update settings.

Cons: The software tends to have bugs that causes calls to drop or lose connection

"Good phone system"

Pros: Adequate phone system for what I need it for. Better than landline

Cons: Could have more features. Otherwise it's good