# Avaya UCaaS Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is Avaya UCaaS the right Call Center solution for you? Explore 91 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/1174/CRM-Central/reviews --- Avaya UCaaS 4.4 (91) [View alternatives](https://www.capterra.com/p/1174/CRM-Central/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 13th, 2026 # Reviews of Avaya UCaaS Ease of use 4.3 Customer Service 4.2 ## Pros and Cons in Reviews PO Prince O Service DeskFinancial Services, 501 - 1,000 employeesUsed the software for: More than 2 years. “I like its reliable call quality and how smoothly it integrates voice, video, and messaging into one platform.“ September 18, 2025 CJ Crystal J Claims Service SpecialistInsurance, 10,001+ employeesUsed the software for: More than 2 years. “The dropped connection at night time gets a little irky.“ September 26, 2024 GB Gopa B Group Manager - TrainingInformation Technology and Services, 51 - 200 employeesUsed the software for: More than 2 years. “Avaya is a legacy product, it is easy to use and has been in Business processes for a really long time.“ September 2, 2025 CJ Crystal J Claims Service SpecialistInsurance, 10,001+ employeesUsed the software for: More than 2 years. “She’s a little annoying sometimes, but dependable when you need her most.“ September 26, 2024 Matthew P Marketing CoordinatorFinancial Services, 11 - 50 employeesUsed the software for: 1-2 years. “With Avaya my company has been able to save costs by reducing third-party services for web meetings and screen sharing.“ April 28, 2023 AH Ajoke H Customer Service AgentTransportation/Trucking/Railroad, 201 - 500 employeesUsed the software for: Less than 6 months. “I did not like it that much, It was quite complicated to use.“ November 29, 2024 SS Shontel S Customer care specialistRetail, 10,001+ employeesUsed the software for: More than 2 years. “It was better than the system we current use at a corporate call center .“ September 18, 2024 DJ Devon J Ess1Government Administration, 501 - 1,000 employeesUsed the software for: More than 2 years. “You may not be able to end calls after speaking with someone or the calls will be staticky where you have to hang up and call back.“ July 8, 2021 ## Showing most helpful reviews Showing 1-25 of 91 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Matthew P. Marketing Coordinator Financial Services Used the software for: 1-2 years ### "All-In-One Com Hub for Any Business Size" April 28, 2023 4.0 Beyond the occasional frustrating poor audio quality on phone calls, the overall system has been fantastic for company communications. Employees can forward calls to their cells if they work from home, meaning a call is never missed. The web meeting option helped us consolidate other services into Avaya and the instant messaging is a great time-saver between departments. Pros The Avaya system is really two parts for us: a fully customizable phone and the content hub. The phone is decked out with a long caller ID list and includes options to change out ring back tones, caller tones, and voice mail recordings. The hub is packed with amazing options such as faxing from the computer, internal instant messaging, screen share, and web meeting access. With Avaya my company has been able to save costs by reducing third-party services for web meetings and screen sharing. Cons Call quality can really be hit or miss, which might be the program or it might be our internet connections. Poor quality comes in the form of audible clicks, pops, voice distortion, or ultimately dropped calls. Review Source LB Laura B. Senior Account Manager Insurance Used the software for: 2+ years ### "Avaya Phone System" December 29, 2025 4.0 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 GB Gopa B. Group Manager - Training Information Technology and Services Used the software for: 2+ years ### "Innovate Avaya" September 2, 2025 3.0 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 PO Prince O. Service Desk Financial Services Used the software for: 2+ years ### "Reliable UCaaS with Room for Modernization" September 18, 2025 5.0 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 CJ Crystal J. Claims Service Specialist Insurance Used the software for: 2+ years ### "Let’s talk about Avaya" September 26, 2024 4.0 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 Christopher W. IT Manager Computer Networking Used the software for: 2+ years ### "Avaya Review" June 17, 2019 2.0 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. Alternatives considered [8x8 Work](https://www.capterra.com/p/187525/Virtual-Office/) Reason for choosing Avaya UCaaS Features that were promised but never delivered on Switched from [RingCX](https://www.capterra.com/p/242186/RingCentral-Contact-Center/) Offer of more options and more suited for a larger corporate call center Review Source Felicia F. Senior Regional Accountant Financial Services Used the software for: 6-12 months ### "Performance in your work" July 17, 2022 4.0 Avaya OneCloud has made it easier for me to communicate with my work team and my potential clients since I can do it from anywhere and from any device, it allows me to make calls and send messages, conduct web conferences and online meetings. Pros Avaya OneCloud is an excellent tool for communication, it has excellent flexibility and accessibility, due to the covid pandemic, all companies have opted for remote work, since it allows communication from one to another, from different parts of the world. Avaya OneCloud is an excellent tool that is providing an exceptional experience to all customers as it allows business communications with a series of advanced tools in the cloud, which are designed to help all companies, to carry out excellent communication, with its clients and company personnel, has an excellent capacity for unified communication. Cons Due to the covid pandemic, I have been forced to use remote communication software to be able to carry out online meetings and videoconferences with my potential clients and all work personnel, I have been implementing Avaya OneCloud and so far I have not found something that may displease me, since this platform is quite innovative and has an excellent user interface. Review Source Jose S. 2nd level operations Used the software for: 6-12 months ### "fairly easy to use, with varied options for managing incoming calls" June 5, 2018 5.0 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 Review Source Stephanie M. Photographer Computer Hardware Used the software for: 2+ years ### "Making call center life easy" August 22, 2018 5.0 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. Review Source Denise W. Technical Publications Support Specialist / PetroWiki Manager Used the software for: 2+ years ### "I could not get through my day without Avaya" January 22, 2018 5.0 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. Review Source SS Shontel S. Customer care specialist Retail Used the software for: 2+ years ### "Great product " September 18, 2024 4.0 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 KG Kaitlynn G. Fraud detection specialist Banking Used the software for: 2+ years ### "Avaya is a great system for call centers" September 24, 2021 5.0 As somebody who has been working in call centers for over 10 years I absolutely love that I am with a company that uses avaya. It is so user friendly. Pros I love the avaya is easy to use. I have had to use a wire for three different jobs now and it has been super easy to get accustomed to the new layout for each one. As opposed to other dialing systems that get very complicated to use. Cons There is not anything I do not like about avaya it works very well. Review Source NS Nazim S. director Real Estate Used the software for: 2+ years ### "amazing AVAYA cloud" February 22, 2022 5.0 It's a great program both as an administrator and as a user. searching. those who seek it. I can get technical support. full user friendly Pros avaya is the best in this industry. every feature is there. pioneer of the industry. I think I've been using it for 15 years. Cons There is absolutely nothing negative about it. Wonderful. thanks. Review Source JB Josh B. Senior Advisor Information Technology and Services Used the software for: 2+ years ### "Avaya Aura’s Alright " August 2, 2019 4.0 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. Review Source ATDJ ABSALON TEIXEIRA DO J. Traffic analyst Telecommunications Used the software for: 1-2 years ### "in queue management and attendants unknown tool with most failures" January 17, 2020 2.0 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. Review Source VR Verified Reviewer Customer Service Representative Outsourcing/Offshoring Used the software for: 1-2 years ### "Great Communication Source" December 19, 2018 5.0 Sometimes phone calls got disconnected but you have the advantage of this app that it always shows the phone number the customer is calling so, you have a call history and in that way you can call the customer back to have a great resolution. At the end of the day, it's very useful to gained a great customer service. Pros What I like the most was the easier way that I get used to it, it's very easy to understand and to get adapt. I used to work with this feature, and, I used it on my daily tasks, it displays the phone number the customer is calling on screen of the Avaya. It is very efficient at call centers since you can hear clearly without any interruptions or any statics on the line. Cons It should have an easier way to transfer the calls sometimes it can get disconnected. Review Source MB MARA B. Call center Information Services Used the software for: 2+ years ### "Agility in service and monitoring" August 3, 2020 5.0 It facilitates my work as a call center manager, providing real-time data for decision making. Super recommend. Pros The software is an excellent tool to monitor the service performance of logged-in agents, it has several shortcuts that facilitate the work of the supervisor at the time of service. The reports are detailed and easy to interpret. Cons Time to log in and start monitoring; Activation of support a little time, could be online Review Source SG Shari G. Customer Service Representative Consumer Services Used the software for: 1-2 years ### "Great Software For Call Center Type Work" February 8, 2022 5.0 Pros The software hardly had any downtime for the years I had to use it in a BPO, both brick and mortar and remotely. Customers were always crisp and all the auxes worked as intended. Cons I was not an administrator of this app so I was not affected by any quirks of it. Review Source GS Gaurav S. NetWork Engineer Information Technology and Services Used the software for: 2+ years ### "Avaya Aura, one of the best voicemailbox software" April 11, 2019 5.0 working and using Avaya aura can be said is a overall good Pros its super easy to use and install , works good with almost no issues to report or downtime Cons Avaya aura works good and is very user friendly, Review Source LA Leo A. Network Specialist II Information Technology and Services Used the software for: 6-12 months ### "From a novice to expert in months" June 10, 2019 5.0 I was brought in from Networking to fill in for the Comm. Specialist position. Between Avaya and CenturyLink, I went from not knowing anything about the platform to managing over 600 devices within weeks. It only took a couple of months to fully engulf myself with the world. Pros The Aura platform is very customizable, if you can think it up, you can configure it to do what you need. Cons It does take some time to get the hang of. Once you learn your basic commands, it's easy to expand deeper and quicker into the Avaya world. Review Source JC Jeffrey C. Person Computer & Network Security Used the software for: 6-12 months ### "Avaya aura" January 9, 2020 5.0 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 Review Source BG Bernard G. Consultant Computer Software Used the software for: 2+ years ### "Excellent legacy platform for large businesses" July 12, 2020 5.0 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 Review Source tH tiffany H. accounts payable Accounting Used the software for: 2+ years ### "avaya " December 10, 2018 4.0 Pros The functionality of this program is great its easy to use and set up Cons it could use a little more visual aspect. but works great Review Source VR Verified Reviewer Sales Lead Consumer Services Used the software for: Less than 6 months ### "Good phone system" April 23, 2019 5.0 Pros Adequate phone system for what I need it for. Better than landline Cons Could have more features. Otherwise it's good Review Source VR Verified Reviewer Certified User Experience Design Course E-Learning Used the software for: Less than 6 months ### "Totally fine tool for (video) calls, chats and screen sharing" January 12, 2020 3.0 It is an okay tool to handle in everyday business even though it looks a little oldschool Pros Works totally fine, our whole company is using this tool to call colleagues, have video calls and/or screen sharing. Cons installing the programme has been a little tricky but after you once had it is is relatively easy to use. Coukld need a fresher design though Review Source Similar Products Featured