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Who Uses Avaya Aura Contact Center?
Designed to streamline customer interaction, Avaya Aura Platform is a suite of products that works together to facilitate customer support and report relevant data to improve customer care.
What Is Avaya Aura Contact Center?
Avaya IX Contact Center helps creates natural connections, whether human or digital, across all communication channels. Businesses can drive and align processes, people, applications to power better decision making. collaboration and, information sharing.
Avaya Aura Contact Center Details
Avaya
http://www.avaya.com
Compare Avaya Aura Contact Center with similar products
Starting price
Free Version
Free Trial
Avaya Aura Contact Center deployment and support
Deployment
- Cloud, SaaS, Web-based
- Windows (Desktop)
- Windows (On-Premise)
- Linux (On-Premise)
Avaya Aura Contact Center Features
Auto Dialer Software
- API
- Activity Dashboard
- Activity Tracking
- Answering Machine Detection
- Auto-Dialer
- Automatic Call Distribution
- CRM
- Call Center Management
- Call Disposition
- Call List Management
- Call Monitoring
- Call Recording
- Call Reporting
- Call Routing
- Call Scheduling
- Call Scripting
- Call Tracking
- Call Transfer
- Callback Scheduling
- Caller ID
- Campaign Management
- Chat/Messaging
- Computer Telephony Integration
- Contact Database
- Contact Management
- Customer Database
- Data Import/Export
- IVR / Voice Recognition
- Integrations Management
- Interaction Tracking
- Lead Capture
- Lead Management
- Live Chat
- Local Caller ID
- Monitoring
- Multi-Channel Communication
- Power Dialer
- Predictive Dialer
- Preview Dialer
- Process/Workflow Automation
- Progressive Dialer
- Real Time Analytics
- Real Time Data
- Real Time Monitoring
- Real Time Reporting
- Reporting & Statistics
- Reporting/Analytics
- Text to Speech
- Third Party Integrations
- Voice Mail
Call Centre Software
- API
- Activity Dashboard
- Activity Tracking
- Alerts / Escalation
- Auto-Dialer
- Automatic Call Distribution
- Blended Call Center
- CRM
- Call Center Management
- Call List Management
- Call Logging
- Call Monitoring
- Call Recording
- Call Reporting
- Call Routing
- Call Scripting
- Call Tracking
- Call Transfer
- Callback Scheduling
- Caller ID
- Campaign Management
- Chat/Messaging
- Computer Telephony Integration
- Contact Database
- Contact Management
- Customizable Reports
- Email Management
- IVR / Voice Recognition
- Inbound Call Center
- Interaction Tracking
- Live Chat
- Manual Dialer
- Monitoring
- Multi-Channel Communication
- Outbound Call Center
- Performance Management
- Predictive Dialer
- Progressive Dialer
- Queue Management
- Real Time Analytics
- Real Time Data
- Real Time Monitoring
- Real Time Reporting
- Real-Time Chat
- Reporting & Statistics
- Reporting/Analytics
- Social Media Integration
- Third Party Integrations
- Voice Mail
- Workflow Management
Contact Centre Software
- API
- Activity Dashboard
- Activity Tracking
- Agent Interface
- Alerts/Notifications
- Auto-Dialer
- Automated Routing
- Automatic Call Distribution
- CRM
- Call Center Management
- Call List Management
- Call Monitoring
- Call Recording
- Call Reporting
- Call Routing
- Call Scripting
- Call Tracking
- Call Transfer
- Callback Scheduling
- Caller ID
- Campaign Management
- Chat/Messaging
- Chatbot
- Collaboration Tools
- Computer Telephony Integration
- Contact Database
- Contact Management
- Customer History
- Customizable Reports
- Data Import/Export
- Email Management
- IVR / Voice Recognition
- Interaction Tracking
- Live Chat
- Monitoring
- Multi-Channel Communication
- Performance Management
- Predictive Dialer
- Quality Management
- Queue Management
- Real Time Analytics
- Real Time Data
- Real Time Monitoring
- Real Time Reporting
- Reporting & Statistics
- Reporting/Analytics
- Social Media Integration
- Third Party Integrations
- Voice Mail
- Workforce Management
Customer Satisfaction Software
- 360 Degree Feedback
- AI/Machine Learning
- API
- Access Controls/Permissions
- Activity Dashboard
- Activity Tracking
- Alerts/Notifications
- CES Survey Structure
- CRM
- CSAT Survey Structure
- Call Reporting
- Chat/Messaging
- Commenting/Notes
- Complaint Monitoring
- Customer Database
- Customer Experience Management
- Customer Journey Mapping
- Customer Segmentation
- Customisable Branding
- Customisable Forms
- Customizable Fields
- Customizable Questions
- Customizable Reports
- Customizable Templates
- Data Import/Export
- Data Visualization
- Drag & Drop
- Email Management
- Engagement Tracking
- Feedback Management
- Monitoring
- Multi-Channel Communication
- Multi-Language
- NPS Survey Structure
- Performance Metrics
- Process/Workflow Automation
- Ratings / Reviews
- Real Time Analytics
- Real Time Data
- Real Time Notifications
- Real Time Reporting
- Reporting & Statistics
- Reporting/Analytics
- SMS Messaging
- Search/Filter
- Sentiment Analysis
- Social Media Integration
- Survey/Poll Management
- Surveys & Feedback
- Tagging
- Template Management
- Third Party Integrations
- Trend Analysis
- Visual Analytics
- Widgets
- Workflow Management
Help Desk Software
- API
- Access Controls/Permissions
- Activity Dashboard
- Activity Tracking
- Alerts / Escalation
- Alerts/Notifications
- Automated Routing
- CRM
- Call Center Management
- Chat/Messaging
- Client Portal
- Customer Database
- Customer History
- Customisable Branding
- Customisable Forms
- Customizable Fields
- Customizable Reports
- Customizable Templates
- Data Import/Export
- Document Storage
- Email Management
- Email Templates
- Feedback Management
- Help Desk Management
- IT Asset Management
- Interaction Tracking
- Knowledge Base Management
- Live Chat
- Macros/Templated Responses
- Monitoring
- Multi-Channel Communication
- Network Monitoring
- Performance Metrics
- Prioritization
- Real Time Notifications
- Real-Time Chat
- Remote Access/Control
- Reporting & Statistics
- Reporting/Analytics
- Self Service Portal
- Service Level Agreement (SLA) Management
- Social Media Integration
- Support Ticket Management
- Support Ticket Tracking
- Surveys & Feedback
- Third Party Integrations
- Ticket Management
- Workflow Configuration
- Workflow Management
Unified Communications Software
- API
- Access Controls/Permissions
- Active Directory Integration
- Activity Dashboard
- Activity Tracking
- Alerts/Notifications
- Audio / Video Conferencing
- Automatic Call Distribution
- CRM
- Calendar Management
- Call Center Management
- Call Monitoring
- Call Recording
- Call Reporting
- Call Routing
- Call Tracking
- Call Transfer
- Caller ID
- Chat/Messaging
- Communication Management
- Compliance Management
- Computer Telephony Integration
- Conferencing
- Contact Database
- Contact Management
- Customizable Reports
- Fax Management
- File Sharing
- File Transfer
- IVR / Voice Recognition
- Interaction Tracking
- Live Chat
- Meeting Management
- Mobile Access
- Multi-Channel Communication
- Multi-User Collaboration
- Real Time Data
- Real Time Notifications
- Real Time Reporting
- Real-time Updates
- Reporting & Statistics
- SMS Messaging
- SSL Security
- Single Sign On
- Third Party Integrations
- Two-Way Audio & Video
- Video Call Recording
- Video Conferencing
- Video Support
- Voice Mail
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Avaya Aura Contact Center Reviews
Read all reviewsOverall rating
Average score
Jose S.
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Likelihood to Recommend
- Reviewer Source
- Reviewed on 05/06/2018
"fairly easy to use, with varied options for managing incoming calls"
Comments: 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
- Reviewer Source
- Reviewed on 05/06/2018
Verified Reviewer
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Alternatives Considered:
- Reviewer Source
- Reviewed on 20/02/2021
"Remedies for Communication Platforms"
Comments: It was merely 5 years journey working using Avaya it has it's days but then again it's a competitive market. Developer needs to buckle up.
Pros: I loves the intergrated Interface followed closely by the state of designs features however all this are just value added as the routing systems are often to be monitored and tailgates.
Cons:
routing systems are often to be monitored and tailgates.
MId tier friendliness for 3md users.
- Reviewer Source
- Reviewed on 20/02/2021
Absalon teixeira do J.
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Value for Money
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Likelihood to Recommend
- Reviewer Source
- Reviewed on 17/01/2020
"in queue management and attendants unknown tool with most failures"
Comments:
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.
- Reviewer Source
- Reviewed on 17/01/2020
Verified Reviewer
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Overall Rating
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Ease of Use
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Features & Functionality
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Customer SupportUnrated
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Value for MoneyUnrated
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Likelihood to Recommend
- Reviewer Source
- Reviewed on 18/06/2020
"I have use this for over 5 years"
Comments: 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
- Reviewer Source
- Reviewed on 18/06/2020
Verified Reviewer
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Likelihood to Recommend
- Reviewer Source
- Reviewed on 17/04/2018
"The best communication solution!"
Comments: 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.
- Reviewer Source
- Reviewed on 17/04/2018
