Avaya Aura

Score8 out of 10

73 Reviews and Ratings

Community insights

TrustRadius Insights for Avaya Aura are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Pros

Wide Range of Features: Users have praised the Avaya product for offering a diverse set of features that cater to various customer needs, from basic to advanced call center functionalities. The variety of features has been found beneficial for serving diverse customer demands in different environments.

Seamless Integration with Other Platforms: Reviewers appreciate the seamless integration capabilities of the product with other applications and platforms, which enhance overall efficiency. The ease of integration with various applications using connectors has been highlighted as a key advantage by users.

Robustness and Reliability: Customers have emphasized the robust nature and reliability of the Avaya product, citing its stability, low maintenance overhead, and consistent user experience as key advantages. The high stability and easy management contribute to a positive user experience.

Reviews

52 Reviews

Videos

Avaya Aura - V10

Rating: 8 out of 10

Incentivized

January 8, 2025

Use Cases and Deployment Scope

We use Avaya Aura for our Enterprise phone system. We have tried using alternatives such as Avaya in the cloud and other hosted services, however, we found that only an on-prem solution with Avaya allows us the customizations our users require.

Pros

Call Center
User Interface to make customizations
Rich Feature set

Cons

Support model - More attention from Avaya is desired
Scalability with respect to limited logins
Better control and notification of bugs

Likelihood to Recommend

We have been using Avaya Aura for 15+ years. Although some business units have tried to push us off Avaya Aura for hosted solutions, ultimately we have continued to return to an on-prem Avaya Aura Phone system supported within house. We have just upgrade to the latest version V10 and after a few speed bumps, we are running fine.

Attention / Support from Avaya Aura could be better. Avaya gets involved with roadmap and product discussions directly with us very infrequently - perhaps 1 - 2 times a year.

David Perry

Lead Network Architect in Information Technology at Hospital for Special Surgery (5001-10,000 employees)

Vetted Review

20 years of experience

View profile

My experience with Avaya

Rating: 10 out of 10

Incentivized

September 14, 2023

Use Cases and Deployment Scope

We use Avaya as our main telephony system for most of our clients. It is easy to integrate with other Avaya applications or 3rd party applications. It’s knowledge-base is wide and easy to search or find answers if I have questions or need to conduct research

Pros

easy call routing configuration
The CMS reporting is good and is easy to integrate with other applications using connectors

Cons

I hope customer and agent first strategy can be used simultaneously in one CBA server

Likelihood to Recommend

Avaya is very good with acd routing, easy to implement and manage.

Verified User

Analyst in Information Technology (10,001+ employees)

Vetted Review

14 years of experience

Avaya Aura Review

Rating: 10 out of 10

Incentivized

September 10, 2023

Use Cases and Deployment Scope

I administer all the other users. I change stations, build vectors, everything.

Pros

It is extremely feature-rich which is very important to satisfy all the customer needs from the basic user up to the advanced call center features

Cons

Some of the user interfaces are not the best. I think a lot of particularly the web-based interfaces need to have some improvement.

Likelihood to Recommend

For a small business, it's less appropriate, obviously because it is their larger platform, but it's suited wonderfully for a large business. There is no substitute.

Patrick Varra

Telecommunications Administrator at Wyoming State Government (10,001+ employees)

Vetted Review

20 years of experience

Avaya Aura Review

Rating: 9 out of 10

Incentivized

September 10, 2023

Use Cases and Deployment Scope

So it's our primary telephone communication system. We use it for all the parents to communicate with all the schools for the children and our admin offices. We have telephones in every classroom so parents can call into the classroom and talk to the teacher. So it's our primary phone system for the district.

Pros

So one of the things it's done well is it's stable. It's networked at all the sites. We have five-digit dialing everywhere, and one of the features we like is the crisis alert feature. So if somebody calls 911 at a particular school, it sets an alarm off on the phones upfront and displays the extension number and the room number of who called 911. So they can respond and they know where to send first responders. So it's pretty cool.

Cons

So this product has room for improvement in features. Some of the features it has, in fact, we are in the process of upgrading the software of it. And then we're up in the process of upgrading the software on the 911 feature to give that exact location to the PSAP, the 911 center. Some of the other room areas for improvement would be on some of the telephony features and it would take time to go into specifics.

Likelihood to Recommend

It's well suited for the schools with what we do. I think it's less suited in some of the admin areas and some of the functions that we do in admin offices. But overall it's a good broad product and some of the things it does real well. It continues to work very resiliently. I mean, it's up all the time, which is a good thing.

Brian Thompson

Director of Network Infrastructure at Albequerque Public Schools (10,001+ employees)

Vetted Review

10 years of experience

Avaya Aura Review

Rating: 10 out of 10

Incentivized

September 10, 2023

Use Cases and Deployment Scope

We use Avaya as our main telephony system. We currently have, I think about 13,000 actual sets sitting on the desk. And all of those right now are Avaya with probably 10% not being Avaya. We also are now merging to use Avaya for our call centers. We currently were using Cisco, so we are currently moving off of Cisco over to the Avaya environment. So we're trying to get all of our Avaya voice services over to Avaya to kind of get it on one platform.

Pros

I will say giving us a variety of features that we can offer our customers because we are a site, a government site, but we have different customers that fall on the government contract that we have to support. So everybody's not going to want the same thing. So we have to be able to offer them the different takeaway features that are not allowed in their area. And I think Avaya does a great job of that.

Cons

With us just now really implementing it in different areas, I can't really say that it hasn't done a lot of what we need to do because there's a lot we can't do as a government site and Avaya goes above and beyond what we are allowed to do. So I can't really say there's a need for an improvement in any area I can see right now.

Likelihood to Recommend

I think it's well suited for us, especially being a government because to me it's patient with us. We are not ready to move to a lot of advanced technology. We are just starting to go to void a little bit and it provides us the services we need to still operate at a high level without having to transfer over to those more advanced technologies that we're not ready for. So I think it's very suited in the area to support government agencies that are like us that can't go to certain cloud and other things like that. They're not pushing us to go there. So I think that's where they're most best suited at is providing the overall variety for different companies.

Verified User

Engineer (10,001+ employees)

Vetted Review

7 years of experience

Avaya Aura Review

Rating: 10 out of 10

Incentivized

September 10, 2023

Use Cases and Deployment Scope

Avaya Aura is a massive implementation. We do use it for call accounting, we use it for our call centers, and we use it for our emergency calling crisis alert in the building. Just about anything breathing in and out of that company is going through Aura.

Pros

Let's go with the call center set-up agents skills and vectoring. If you program it well enough, eliminate a lot of work for yourself, be pretty much hands off and you can leave the management of the system to itself. Kind of set it and forget it.

Cons

Not many areas. So we're talking about a product that's been in service for a long time. If we're improving on anything, it's always going to be the newest stuff that they're rolling out. For instance, on 10.1, they just started finally loading a bunch of extra features for SIP that were on H323. So we're still actually in H323 company ourselves for the most part. We have about 500 or so SIP handsets. We don't want to migrate everything yet because I had said this before, our agent infrastructure for our call centers is so vital to the business. We're terrified to change it and lose any features. So maybe with this rollout of 10.1 that we're scheduled to do and a couple of months or so, maybe we'll go full SIP at that point.

Likelihood to Recommend

It is well suited for call centers. That's exactly why we keep it around. There's a dirty word called Cisco out there. Many of the people in our department have worked with Cisco products and honestly, the Avaya setup is much more geared towards what we do as a company and our call flows. It's done very well. There's a reason why we want to stick with it. We are a little hesitant to gear away from any of the current Avaya Aura setups with agents, queues, and vectors and start going toward any of the more cloud-based infrastructures just because we are very well attuned to what we're at. We like working in there, it works so well, we don't want to change it. So that's kind of the good and the bad of their product right now is it works exactly the way we need it to and you don't want to upgrade anything.

Verified User

Engineer in Information Technology (10,001+ employees)

Vetted Review

5 years of experience

Avaya Auro Review

Rating: 10 out of 10

Incentivized

September 10, 2023

Use Cases and Deployment Scope

So we support 20,000 phones and then we also have voicemail. We are doing some unified messaging. We're doing, let's see, mobile phones. So we're using the mobile app. Actually doing some really neat things with the mobile app for support services since the pandemic. So we have the mobile app on people's phones and they can be a part of a call center and pick up calls and answer and support people. So we're using that. We have remote workers, so we're doing a lot of different things with the Avaya product. We have the Avaya or conferencing. So it's pretty nice. We have a lot of products.

Pros

I'm an old Avaya Nortel guy, became Avaya guy. So the product's pretty awesome. Our product is really stable. We have the stuff that's the systems that are in-house in our own data centers and it's really strong and we rarely have any issues with it. It's a super strong product. So improvement-wise, I think it's a great product.

Cons

No, our Avaya Auro rocks, our rock solid system.

Likelihood to Recommend

So we're in healthcare and a lot of people like to move to the cloud, and this product that we have, Avaya Aura that's not in the cloud for us is really, really stable. And it's up 99.999% of the time. We have very stable servers, a very stable product. It's great in mission-critical areas like I would say police, fire, first responders, healthcare, ICUs, and emergency rooms. We have a rock-solid product. So that's where it's suitable, I think.

Verified User

Director (10,001+ employees)

Vetted Review

10 years of experience

Avaya Aura review

Rating: 9 out of 10

Incentivized

June 27, 2023

Use Cases and Deployment Scope

We install Avaya Aura in the Telus data centres and then provide a managed service for our customers.

Pros

Unified communications
Call center
Self serve portal

Cons

End devices
Deployment automation

Likelihood to Recommend

Avaya Aura is extremely reliable and our large enterprise customers do not want to migrate from the platform. It was and remains the platform of choice for many hospitals and healthcare facilities, government agencies and school boards. Any large enterprise that has a mission critical aspect of their work loves the reliability of the aura platform. It also offers very good 911 options.

Sal Iuliano

Senior Product Manager in Product Management at Telus (10,001+ employees)

Vetted Review

Reseller

5 years of experience

View profile

Avaya Aura What lies ahead

Rating: 9 out of 10

Incentivized

June 27, 2023

Use Cases and Deployment Scope

Dimension Data is an Avaya partner that implements and support Avaya Aura products across multiple organisations in the financial, and insurance and health care environments. Avaya Self service AEP, Communication Manager stability has been key to all our clients.

Pros

Stable product especial Communication Manager and Elite
AEP integration with 3rd party self service applications
AACC fantastic multi Channel product

Cons

Full cloud Solution enabling both voice and digital channels as a singe front end
AACC Workspaces to have the same capabilities of AAAD this is a huge issue for financial and insurance institutions as they have to use two different desktops

Likelihood to Recommend

The Core Avaya Aura product does not break. It is stable and reliable.

Chris Wilken

Technical Solution Manager in Professional Services at Dimension Data (1001-5000 employees)

Vetted Review

Reseller

10 years of experience

Simple Review

Rating: 10 out of 10

Incentivized

June 27, 2023

Use Cases and Deployment Scope

We currently use the Avaya Aura platform on both our University and Medical campuses. From supporting students and staff to supporting doctors, nurses and patient appointment centers as well. The biggest problem this product addresses are patients needs and the on-going operation of a hospital environment.

Pros

Easy implementation
Seamless integration with other platforms
Solid hardware

Cons

WFE has been a bit rocky in our case
Workplace updates
Certificate installation/compatibility
Hardware Firmware Updates

Likelihood to Recommend

Avaya Aura has been a solid product in our environment. The hardware is solid and very easy to deal with. Some of the apps, like Workplace and the WFE platform, have been a bit of a challenge. The same goes with hardware firmware updates and how complex it is.

Carlos Hernandez

Associate Engineer in Information Technology at Virginia Commonwealth University (5001-10,000 employees)

Vetted Review

10 years of experience

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Video reviews

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Avaya Aura Review

Rating: 10 out of 10

Incentivized

September 10, 2023

Use Cases and Deployment Scope

Pros

Let's go with the call center set-up agents skills and vectoring. If you program it well enough, eliminate a lot of work for yourself, be pretty much hands off and you can leave the management of the system to itself. Kind of set it and forget it.

Cons

Not many areas. So we're talking about a product that's been in service for a long time. If we're improving on anything, it's always going to be the newest stuff that they're rolling out. For instance, on 10.1, they just started finally loading a bunch of extra features for SIP that were on H323. So we're still actually in H323 company ourselves for the most part. We have about 500 or so SIP handsets. We don't want to migrate everything yet because I had said this before, our agent infrastructure for our call centers is so vital to the business. We're terrified to change it and lose any features. So maybe with this rollout of 10.1 that we're scheduled to do and a couple of months or so, maybe we'll go full SIP at that point.

Likelihood to Recommend

Verified User

Engineer in Information Technology (10,001+ employees)

Vetted Review

5 years of experience