--- title: "Avaya UCaaS Software Pricing, Alternatives & More 2026 | Capterra" description: "With the help of Capterra, learn about Avaya UCaaS Software - reviews, pricing plans, popular comparisons to other Call Center products and more." source_url: "https://www.capterra.com/p/1174/CRM-Central/" page_type: "product" language: "en" --- # Avaya UCaaS Software Review 2026: Features, Integrations, Pros & Cons Last updated on August 26, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[Features](#features)[Pricing](#pricing)[Support](#support)[Reviews](#reviews) Avaya UCaaS ## What is Avaya UCaaS? Avaya UCaaS (formerly Avaya Aura 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. ## What is Avaya UCaaS used for? [Call Center](https://www.capterra.com/call-center-software/)[Contact Center](https://www.capterra.com/contact-center-software/)[Auto Dialer](https://www.capterra.com/auto-dialer-software/) Top alternative Featured Overall rating Based on 92 user reviews Reviews sentiment Positive 84% Neutral 13% Negative 3% ### Starting price Free trial not available Capterra Shortlist charts the highest-rated and most popular products... Our "Best of" badge program showcases products with the highest ratings... Our "Best of" badge program showcases products with the highest ratings... Do you work for Avaya UCaaS?[Manage this product listing](https://digitalmarkets.gartner.com/get-listed/claim-bx?url=http://www.avaya.com&name=Avaya UCaaS) ## Compare with a popular alternative Capterra selects software alternatives based on relevant features, verified user reviews and user interactions. Placement may be influenced by client status. ### Avaya UCaaS 4.4 (92) VS. [4.7 (885)](https://www.capterra.com/p/169627/RingOver/reviews/) Starting Price Contact vendor Starting Price $29 Per User, Per Month Free Trial Free Version Pricing Options Free Trial Free Version Ease Of Use 4.3 (92) Ease Of Use 4.8 (885) Value For Money 4.2 (70) Value For Money 4.5 (796) Customer Service 4.1 (71) Customer Service 4.6 (816) ## Avaya UCaaS alternatives Highest Rated [4.8 (330)](https://www.capterra.com/p/29589/CallCenterNOW/reviews/) Starting price $25.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 98% of reviewers rated it above 4 stars [4.7 (1,787)](https://www.capterra.com/p/102188/LiveAgent/reviews/) Starting price $15.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 97% of reviewers rated it above 4 stars [4.6 (144)](https://www.capterra.com/p/136728/Readymode/reviews/) Starting price $239.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 92% of reviewers rated it above 4 stars [4.4 (4,090)](https://www.capterra.com/p/164283/Zendesk/reviews/) Starting price $115.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 89% of reviewers rated it above 4 stars [View all alternatives](https://www.capterra.com/p/1174/CRM-Central/alternatives/) ## Features AI summary Based on 3,823 Call Center reviews Capterra reviewers highlight these as the features buyers care about most when choosing call center software: - **Call Center Management** (**48%** of reviewers rated this feature as critical) - **Call Logging** (**44%**) - **Call Monitoring** (**43%**) Avaya UCaaS supports **Call Center Management**, which gives teams a central way to handle call flows, agent activity, and daily operations. However, it does not include **Call Logging** or **Call Monitoring**. Instead, it offers **Call Recording** (**46%**) and **Reporting/Analytics** (**43%**), which can help businesses review customer interactions, track trends, and measure team performance, helping teams improve service quality and make better operational decisions. Call Center Management 4.7 (20) 70.00% of 20 reviewers that rated this feature as important or highly important Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. Call Recording 4.5 (22) 72.73% of 22 reviewers that rated this feature as important or highly important Record the audio of phone conversations for quality assurance purposes Reporting/Analytics 4.3 (23) 56.52% of 23 reviewers that rated this feature as important or highly important View and track pertinent metrics to find patterns and gain insights from data Multi-Channel Communication 4.1 (23) 65.22% of 23 reviewers that rated this feature as important or highly important Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. Call Routing 4.4 (16) 68.75% of 16 reviewers that rated this feature as important or highly important Sends voice calls to a specific queue based on predetermined criteria Automated Routing 4.5 (15) 53.33% of 15 reviewers that rated this feature as important or highly important Tickets are automatically assigned to specific agents based on predefined rules Avaya UCaaS 23 features ### All Features - Agent Interface: Agents can view and manage all customer requests and interactions. - Automated Routing: Tickets are automatically assigned to specific agents based on predefined rules - Call Center Management: Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. - Call Recording: Record the audio of phone conversations for quality assurance purposes - Call Routing: Sends voice calls to a specific queue based on predetermined criteria - Chat/Messaging: Communicate using direct chat or messages within the system - Collaboration Tools: Provides a channel for team members to share AI models, media files, communicate, and work together - Contact Management: Manage, organize, and store contact information - Email Management: Manage, store and organize emails within the system or via third-party apps - File Sharing: Public or private sharing of digital files such as documents, audio/video, images, and more - Interaction Tracking: Track interaction history by documenting conversations for contacts - IVR: Read and accept a combination of touch tone keypad selections and voice inputs and provide the appropriate prerecorded voice response - Live Chat: Ability to chat online in real time - Multi-Channel Communication: Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. - Performance Management: Organize and manage the accomplishments and development of employees or performance of applications or systems - Performance Metrics: A set of indicators that tracks the performance of networks, applications, systems, teams, etc. - Real-Time Chat: Engage in direct, instant messaging with customers, users, etc. - Remote Access/Control: Access work applications remotely, for when working away from the office and/or traveling - Reporting/Analytics: View and track pertinent metrics to find patterns and gain insights from data - Unified Communications: Consolidate and integrate communication tools as one platform or entity to enhance business communication and collaboration - Voice Mail: Computer-based system that allows users to send and receive voice messages - Workflow Management: Create, design and manage workflows for repetitive tasks - Workforce Management: A set of processes to optimize the productivity of its employees --- Get Advice We can help you find the software with the features you need. Features 4.4 (92) 4.4 Based on 92 reviews ## Pricing Value for money 4.2 (70) ### Starting price Free trial not available Value for money 4.2 (70) 4.2 Based on 70 reviews Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ## Support, customer service and training options Customer Service 4.1 (71) Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Deployment - Web - Android - iPhone/iPad Typical users - Freelancers - Small businesses - Mid size businesses - Enterprises Customer Service 4.1 (71) 4.1 Based on 71 reviews ## User reviews Overall rating 4.4 Based on 92 reviews Filter by rating 5(53) 4(24) 3(12) 2(2) 1(1) Mentioned topic Sorted by most recent SG Stephen G. General Manager Consumer Services ### "Communication System Software" 3.0 Overall Rating 3.0 3.0 Ease of Use 3.0 3.0 Features 4.0 4.0 Customer Service 2.0 2.0 Likelihood to Recommend 3/10 August 5, 2026 Past 4 months have been awful. They cannot get problems solved, they are double-billing us for our text messaging system, and every time we have to resubmit to get something approved, they charge us another $23.54. Ridiculous! Pros Original pricing and on boarding agent were very good. We were looking to save around $600 monthly from our previous provider. Cons RingCentral is taking them over and they are literally based all over the world, but not in the USA. Switched from [Pronto](https://www.capterra.com/p/198665/Pronto/) [Podium](https://www.capterra.com/p/164285/Podium/) More features and overall savings on a monthly basis Alternatives considered [Podium](https://www.capterra.com/p/164285/Podium/) Reasons for choosing Avaya UCaaS Pricing and system capabilities so we thought Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. JD Juan David B. Project manager Telecommunications ### "If you dont want to fail, go with Avaya" 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 3.0 3.0 Likelihood to Recommend 7/10 March 19, 2026 We have a good experience with Avaya UCaaS, but right now, the compane are looking for new products, cloud based and with new features. 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 Switched from [Genesys Cloud CX](https://www.capterra.com/p/179417/Genesys-Cloud/) Customer service Alternatives considered [wolkvox](https://www.capterra.com/p/193276/wolkvox/) [Xperience](https://www.capterra.com/p/154368/Xperience/) Reasons for choosing Avaya UCaaS Experience Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. LB Laura B. Senior Account Manager Insurance ### "Avaya Phone System" 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 4.0 4.0 Likelihood to Recommend 7/10 December 29, 2025 Pros Call history, setting up queues, and ease of use. The call quality is good, and the transcription of voicemails is generally pretty accurate Cons Updates are required and it's not seem less. Wish there was an easier way to import client names and number. Text features would like to be able to save/see both sides of the conversations when loading into broker management system. Switched from [JazzHR](https://www.capterra.com/p/87750/JazzHR/) Portability and recording were the two main factors. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. PO Prince O. Service Desk Financial Services ### "Reliable UCaaS with Room for Modernization" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 September 18, 2025 Overall, my experience with Avaya UCaaS has been good, it delivers dependable communication and collaboration, though the interface and features could use some modernization. Pros I like its reliable call quality and how smoothly it integrates voice, video, and messaging into one platform. Cons Some of the features feel a bit outdated and slow, and the interface could be more modern and user-friendly. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. GB Gopa B. Group Manager - Training Information Technology and Services ### "Innovate Avaya" 3.0 Overall Rating 3.0 3.0 Ease of Use 4.0 4.0 Features 2.0 2.0 Customer Service 3.0 3.0 Likelihood to Recommend 3/10 September 2, 2025 As said it is a legacy and very easy to use product. Easy to train and learn. Avaya's this feature is also its con. I have trained people on Avaya for more than 15 years. Pros Avaya is a legacy product, it is easy to use and has been in Business processes for a really long time. It has been a stable, cheaper than other same kind of products and a go to product for a lot of companies. Cons Avaya needs to be upgraded. It has to incorporate the cloud and other innovative techs. The lack of innovation is actually creating a gap and bringing in other products. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. AG antanas Gerardo S. analista senior RCSIRT Information Technology and Services ### "Avaya es algo del otro mundo " 5.0 Overall Rating 5.0 5.0 Ease of Use 4.0 4.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 February 5, 2025 Pros Me encanta su facilidad de implementacion, la cantidad de funciones que trae el aplicativo y su rapida respuesta de soporte tecnico. Cons puede tener fluctuaciones si no se configura correctamente mas que todo con las extenciones. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. AT Alejandra T. BU HYBRID IT MANAGER Broadcast Media ### "Technology Refresh to Onpremise Avaya products " 3.0 Overall Rating 3.0 3.0 Ease of Use 3.0 3.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 1/10 February 4, 2025 The product is comprehensive and provides good functionality. Nevertheless, the time to go live may exceed your expectations Pros It is a natural upgrade for Onsite Avaya PBS Cons The integrations are not so easy. The TCO may be larger than expected Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. AH Ajoke H. Customer Service Agent Transportation/Trucking/Railroad ### "It was okay but could be better." 3.0 Overall Rating 3.0 3.0 Ease of Use 3.0 3.0 Features 3.0 3.0 Customer Service 3.0 3.0 Likelihood to Recommend 6/10 November 29, 2024 I did not like it that much, It was quite complicated to use. Pros It was a prompt tool. It hardly ever failed and it was good for monitoring. Cons The ringing was very loud and nerve wracking. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. CJ Crystal J. Claims Service Specialist Insurance ### "Let’s talk about Avaya" 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 September 26, 2024 Avaya is like the little sister you never knew you needed. She’s a little annoying sometimes, but dependable when you need her most. Avaya is my go to for call connections. Pros The multiple line feature makes transferring our conferencing calls seamless. I also love the ability for shortcuts such as speed dials, contacts, and quick access to all calls for the day. Cons The dropped connection at night time gets a little irky. Sometimes the calls drop completely or won’t transfer/conference over. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. SS Shontel S. Customer care specialist Retail ### "Great product " 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 September 18, 2024 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 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 . Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. [View all Reviews](https://www.capterra.com/p/1174/CRM-Central/reviews/) ## Top-rated software of 2026 ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox. Popular comparisons [Ringover vs Avaya UCaaS](https://www.capterra.com/compare/1174-169627/CRM-Central-vs-RingOver)