Independent platforms
Avaya Reviews
According to independent reviews, Avaya averaged at 3.4 out of 5, which is around an average score for the reviewed SaaS platforms. Whether Avaya is a good SaaS solution for your business depends on the specific features you need, scale, budget, and other factors. Check website performance, real use cases, and user feedback for a more objective evaluation.
| Review Platform | Rating | Review Count |
|---|---|---|
| Capterra | 4.4 | 88 |
| G2 | 4.2 | 216 |
| Gartner | 4.2 | 377 |
| GetApp | 4.7 | 11 |
| Glassdoor | 3.1 | 3469 |
| GoodFirms | 5 | 1 |
| Software Advice | 4.4 | 88 |
| Trustpilot | 2.5 | 6 |
| TrustRadius (out of 5) | 4.1 | 245 |
| Weighted Average Rating | 3.4 |
See also: What Made Us Choose Sources for Expert Score?
Avaya Social Media
Avaya Traffic & Engagement
Curious how users actually find and interact with Avaya? The table below covers traffic sources, user engagement, and other key avaya.com metrics.
| Monthly Visits | Page Per Visit | Time On Site | Bounce Rate | Direct Traffic | Search Traffic | Paid Referral Traffic | Referral Traffic | Mail Traffic | Social Traffic |
|---|---|---|---|---|---|---|---|---|---|
| 581379.0 | 4.49 | 299.3 | 0.43 | 46% | 41% | 0.25% | 6.3% | 0.38% | 1.9% |
Avaya Website Visits Two-Year Trend: Negative
Learn more: Website Traffic Indicators We Use.
Supported Integrations
Avaya connects with platforms like Salesforce, Microsoft Teams, and Google Workspace, ensuring your Call Management system fits into your existing sales and marketing tools without extra setup.
- Salesforce
- Microsoft Teams
- Google Workspace
- Zoom
- Twilio
- Slack
- Zendesk
- ServiceNow
- HubSpot
- SAP
Avaya Call Management Service Review
Feature Highlights: What Stands Out and What’s Missing
Here’s a look at what Avaya actually delivers – and where it falls short.
| Call Management Feature | Availability |
|---|---|
| Voice Recognition | Yes |
| Vanity Numbers | Yes |
| Toll-Free Numbers | Yes |
| Real-Time Reporting | Yes |
| Professional Recordings | Not verified |
| Interactive Voice Response (IVR) | Yes |
| Call Recording | Yes |
| Call Analytics | Yes |
| Inbound Call Tracking | Not verified |
| Call Filtration | Not verified |
| Automatic Call Distribution (ACD) | Yes |
| API and Third-Party Integrations | Yes |
| Pay-Per-Call | Not verified |
| CRM | Not verified |
| CPaaS | Not verified |
Now that you’ve seen the feature list, let’s break down how each capability impacts real-world Call Management.
Voice Recognition
When customers call in, they don’t want to punch through a dozen menu options — they just want to talk. Avaya’s conversational intelligence taps into voice recognition to pick up on natural speech and handle it accordingly, whether that means answering a question automatically or sending the call where it needs to go. It keeps interactions moving and cuts down on the friction that makes customers hang up.
Vanity Numbers
A phone number doesn’t have to be forgettable. Avaya lets businesses choose vanity numbers that actually mean something — words or patterns tied to the brand — so when someone sees your number on a billboard or an ad, it sticks. That kind of recall translates directly into more inbound calls without spending more on marketing.
Toll-Free Numbers
Nobody wants to think twice before calling support. With Avaya’s toll-free numbers, that hesitation disappears — customers reach out at no cost to themselves, which tends to mean more calls, faster resolutions, and less frustration on both ends of the line.
Real-Time Reporting
Waiting until end-of-day to find out how your call center performed is a losing strategy. Avaya Experience Platform surfaces live data on call volumes, agent activity, and campaign performance as it happens, so managers can step in and make adjustments before small problems turn into big ones.
Interactive Voice Response (IVR)
Avaya’s IVR lets callers handle routine tasks on their own — checking an account balance, getting an order status, or finding store hours — without ever needing an agent. That’s a win for customers who get answers fast, and a win for your team who can focus on the calls that actually need a human touch.
Call Recording
Avaya captures calls so nothing gets lost — whether you need it for training new hires, reviewing a disputed interaction, or staying on the right side of compliance requirements. Having that record on hand takes the guesswork out of quality management and keeps your operation accountable.
Call Analytics
There’s a lot happening in every call center, and Avaya Experience Platform helps you make sense of it. The analytics pull together data on how customers are behaving, where agents are excelling or struggling, and what patterns are emerging across call trends — giving leadership something concrete to act on rather than just gut instinct.
Automatic Call Distribution (ACD)
Avaya’s take on ACD goes beyond basic routing. When a call comes in, the system reads the situation and connects the caller to whoever is best positioned to help — factoring in availability, skill set, and call priority. The result is shorter wait times and fewer transfers, which customers notice.
API and Third-Party Integrations
Avaya’s APIs and SDKs are built for teams that don’t want their phone system sitting in a silo. Whether you’re connecting to a CRM, a helpdesk platform, or custom internal tools, the integration layer is flexible enough to fit into how your business already works — without forcing a rebuild from the ground up.
Avaya Call Management Pricing Overview: How Much You’ll Pay
- Inbound Call per Minute: Unlimited within US/Canada
- Outbound Call per Minute: Unlimited within US/Canada
Average Performer in Call Management: While it provides basic call management features, Avaya lacks the innovation, scalability, and reliability to compete with top-rated businesses.
Related: How We Classify Inbound Call Management Software.
What Do Customers Say About the Avaya?
Positive reviews:
“I like how clear the calls are, and I also appreciate the settings I can adjust to receive and transfer calls.” – Jose Pablo P. ⭐⭐⭐⭐⭐ February 5, 2025
“Avaya recently rolled out a refreshed Unified Communication platform designed to boost collaboration and streamline communication for businesses of all sizes. Infinity Platform, a major advancement unifying customer and employee experiences across channels. Improved AI Capabilities & New Virtual Operations Manager.” – Verified User in Banking ⭐⭐⭐⭐☆ June 15, 2024
Negative reviews:
“IP Office is the worst part of my day. Interface is a nightmare. Online you are forced to jump through hoops to sign-in to an SSO that just leads to another sign in page. Licensing is a hassle. It has been a nightmare. About a $20,000 nightmare. I wish I had never heard of this junk. Software is called “Manager” rather than “Avaya” or “IP Office”. difficult for even a 20-year IT veteran to navigate and setup. Support is a joke. Get bounced around because even they don’t know their system. Licensing needs some serious work; the current method is horrible. Half of our team can actually administer this; the other half can’t even get the software to work.” – Nicole A. ⭐☆☆☆☆ October 24, 2019
“The customer service and support is the worst I have ever dealt with, they are hard to reach and not able to fix simple issues” – Karen T. ⭐☆☆☆☆ December 1, 2022
Positive reviews:
“Main reason is that easy command easy to create station, easy to create call forwarding , if any error is there then we take trace also avaya support is very helpfull” – Telecom associate ⭐⭐⭐⭐⭐ July 18, 2024
“Avaya Aura Communication is a highly respected unified communications solution for us. Our setup comprises approximately 3000 IP hard phones and Avaya Workplace softphones. We efficiently oversee all extensions and functionalities through a centralized interface known as the Avaya Aura System Manager.” – IT Network Manager ⭐⭐⭐⭐⭐ October 9, 2023
Negative reviews:
“The system provides basic IP telephony features, however, there are many missing features like call waiting notification, speed dial buttons, call forwarding after a specific number of rings… Online support is a bit slow and not effective. local support is not fimiliar with everything and it could take from 3-8 days to get an answer for any simple request.” – IT Infrastructure Head ⭐☆☆☆☆ April 7, 2019
“Avaya has a good telephony solution BUT while Avaya is pushing customers to perform more upgrades/patching they have difficult to understand instructions with some of their platforms. In addition, when I’ve reached out to Avaya for support they seem to work harder at finding a reason not to provide support than actually solving the problem.” – Lead Voice Infrastructure Engineer ⭐⭐☆☆☆ February 14, 2022
Positive reviews:
“I like this software because it’s the best choice for call center company it’s really great. You can actually track your call, record calls for quality purposes.” – Ronalen V. ⭐⭐⭐⭐⭐ 2025
“I like the effective features of Avaya Experience Platform. Avaya Experience Platform is a reliable contact center.” – Giacomo M. ⭐⭐⭐⭐⭐ 2025
Negative reviews:
“The software analytics reports are a little confusing when you plan to include it in agent performance tracking.” – Barry M. ⭐☆☆☆☆ 2025
“Their troubleshooting manual needs either a scientist or someone who is an expert in IT, because an average Joe is never going to be able to make it work if something goes wrong.” – Nastazija B. ⭐☆☆☆☆ 2025
Positive reviews:
“Good salary, not the best, but not the worst either. Great opportunities to learn a lot (in a short time). Great incentive to keep up with AI trends.” – Senior software engineer ⭐⭐⭐⭐⭐ January 27, 2026
“Great people, highly skilled co-workers, flexible remote environment.” – Anonymous employee ⭐⭐⭐⭐⭐ January 9, 2026
Negative reviews:
“Upper management is like a revolving door and has changed at least 5 times over the past few years. Two bankruptcies (and a third over the horizon) are proof that the company has no idea what it is doing. Revenue declines every year with no idea how to stop that from happening. Priorities are adjusted often with no explanation. Successful legacy solutions are end-of-life way too early. No time is spent trying to listen to customers. They don’t know what to do at this point and are just living off of past subscriptions and reducing headcount so their EBITDA looks good each year. Customers are leaving in droves and they keep increasing subscription costs to try and make up for the lost revenue. I guarantee you that the private equity owners have written this company off as a loss and don’t care at all about the employees. They will continue to squeeze as much money as they can while reducing benefits, keeping pay below the industry average, and cancelling bonuses.” – Upper management ⭐☆☆☆☆ February 3, 2026
“The company is in a state of perpetual financial distress. This tends to bring out the worst in everyone. It feels like the people are either apathetic or in a chronic state of systemic depression.” – Anonymous employee ⭐☆☆☆☆ April 2, 2025
Positive reviews:
“Great chatting experience with options for direct chats, and group chats, with unlimited storage capacity to share as many files and posts as desired.” – Rany Tannouri ⭐⭐⭐⭐⭐ March 22, 2021
Positive reviews:
“I have been using this product for quite a long time. I would say, it has demonstrated to be an extraordinary program. Simple to utilize and explore. You can have an extraordinary and powerful discussion with your clients. Entirely dependable and if the framework goes down it’s back up almost instantly.” – Adolfo P. ⭐⭐⭐⭐⭐ December 2022
“Its a very complete and easy to use platform, the Avaya’s experience for many years its a clearly advantage over the other vendors.” – Juan David B. ⭐⭐⭐⭐⭐ April 2022
Negative reviews:
“This had been the worst experience we ever had, we are currently moving to a different IP telephony system. we gained nothing from this setup, we actually lost a lot of money.” – Ihab M. ⭐☆☆☆☆ August 2020
“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.” – ABSALON TEIXEIRA DO J. ⭐⭐☆☆☆ January 2020
Positive reviews:
“Super happy with my experience. Our existing provider went out of business, and we had only a few days notice. Avaya was able move us to their cloud platform very quickly. Their support team was courteous and professional.” – Travis Harper ⭐⭐⭐⭐⭐ October 20, 2022
“We have been using Avaya for our business telephone communications for two years now. Great service but the support is based in the USA and causes much delays in replying.” – The Reverend Joe Ellis ⭐⭐⭐⭐☆ July 11, 2023
Negative reviews:
“Avaya, avaya, avaya, a company, if you can call this a company, treating its workers very well as always, exploiting them and hiring incompetent technicians who do not even know their own platform. A company that sells Networking & VoIP services among its main products. Products that, at the networking level, are worthless, it is not worth investing in Avaya Networking technology if you want to have security holes in your company network, as well as the VoIP technology that this company serves, it is not worth investing in. It is very expensive, outdated and its own technicians do not know about its platform in the same way as Networking technicians. Company that likes to conduct business in a somewhat peculiar way in various locations throughout Europe, extorting those it has to support and protect. That’s unethical. His direction of the company, which is taking a wrong direction and path when it comes to providing its services, where it is already being seen that AVAYA at an international level is not in its best moments. The red numbers come for a reason and be thankful that you are rescued, otherwise many of those who belong to this company would be on the street, although many must be fired from work because they are not professionals. It seems that no one has left reviews on this company with disagreements with this company, I highly doubt that I am the only one talking about this. Every act has its consequences. When playing with Fire the possibility of getting burned is very high. Have you played with fire? Clearly it is YES and here are the Consequences and those that remain to come. There are 3 ways to do things, Good, Bad and how I do them. If there is one thing that is certain in this life, history has taught us something, it is that you can kill any giant. It’s all about time.” – neoz ⭐☆☆☆☆ February 8, 2024
“Don’t waste your time or money. 30 minutes on hold to international number trying to get through (after sending numerous requests for contact on their website). Finally chose the option to leave a message only to be told the inbox is full. This was trying to reach the sales team, imagine what their other departments are like to reach?!” – Barry Scott ⭐☆☆☆☆ October 10, 2022
Positive reviews:
“We use Avaya to improve customer excellence by tracking the performance analysis dashboard. Avaya has allowed us to monitor the company’s overall performance regarding the average hold time, inbound/outbound calls, average time spent on each call, volume of calls each day, and peak times/hours. It has also given us visibility into each staff member’s level of performance.” – Verified User ⭐⭐⭐⭐⭐ May 22, 2025
“Avaya UCaaS is our primary phone system within the business, from the customer facing IVR down to individual and public space extensions – it also provides important analytics and highly customizable dashboards for the different support teams to monitor there overall SLA performance against there targets and other important call stats.” – Verified User ⭐⭐⭐⭐⭐ November 21, 2024
Negative reviews:
“This e-mail that was sent to Avaya 2 weeks ago describes our experience with Avaya. Our company [decided] to have Avaya provide a phone solution has been one of the worst business decisions I have made in 40 years of being in business. We are extremely disappointed. I am following up on an e-mail that I sent several months ago indicating that if we cannot resolve our phone issues we will need to find another solution. We are now at that point and am pursuing an alternative. It has been 6 months of trying to get an expectable solution without resolution. We have exhausted everything on our end, new hardware, cable runs, investigated and worked with Rogers, even tried to run several phones off a Bell network, All to no avail. Josiah has spent countless hours, many on hold with Avaya. A ticket to get our auto-attendant working has been open for months, unresolved. Last week I was managing the office alone and had no less than 20 problem calls, mostly dropped calls, sometimes 3 in a row, other calls with bad echoes, most outgoing calls have a bubbly noise for several seconds before connecting. Our techs are very frustrated and just use their cell phones. It has been extremely frustrating for our customers having to repeatedly call to get through. Not to mention the frustration our office staff has needed to deal with.” – Werner Weinhardt ⭐☆☆☆☆ January 6, 2022
“We upgraded to Avaya Cloud Office but were much happier with the previous Avaya software. It was much easier to use and we have not seen any improvements with Avaya Cloud Office, on the contrary, there are more problems with it like not being able to turn off faxes and not being to easily search for a contact on the phone device.” – Albert Galante ⭐☆☆☆☆ June 30, 2022
Ratings, scores, and feature assessments follow our standard evaluation process. See our review methodology.
