# Page 2 | Avaya UCaaS Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 2 - 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 # Page 2 - Reviews of Avaya UCaaS ## Showing most helpful reviews Showing 26-50 of 91 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use aGS antanas Gerardo S. analista senior RCSIRT Information Technology and Services Used the software for: 1-2 years ### "Avaya es algo del otro mundo " February 5, 2025 5.0 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 AT Alejandra T. BU HYBRID IT MANAGER Broadcast Media Used the software for: Less than 6 months ### "Technology Refresh to Onpremise Avaya products " February 4, 2025 3.0 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 AH Ajoke H. Customer Service Agent Transportation/Trucking/Railroad Used the software for: Less than 6 months ### "It was okay but could be better." November 29, 2024 3.0 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 JB Jodi B. Controller Accounting Used the software for: 1-2 years ### "Our company is highly satisfied with Avaya UCaaS communications platform." June 6, 2024 5.0 We are pleased with their phones and service and have used Avaya for over 8 years. Pros We like the voice features of the phone system. Cons There is nothing that I can think of as the phone system works well for us. Review Source BV Brigitte V. Ing. de sistemas Information Technology and Services Used the software for: 1-2 years ### "Es una solucion rapida" May 30, 2024 5.0 Pros me encanto su facilidad de implementacion en todas las areas de nuestros clientes, Cons hemos tenido caidas en las llamadas segun el punto de salida y el punto reseptor. Review Source IJ Ikiera J. Call center representative Government Relations Used the software for: 1-2 years ### "Avaya Review Me" June 5, 2023 4.0 I really like the software overall, it’s really good if you have a lot of calls coming in and you need a software that saves that data for you so you know how to track/monitor call logs, and incoming/outgoing and missed calls Pros I liked the tracking of my daily calls and the transfer service, I like how I could see my progress from day to day, if I met my call goals, my length of time on the calls, it was a good monitoring system and I like how easy the software was to setup with my headset. I also like how it let me see how many calls were in the queue for the software we used Cons Troubleshooting the software was my biggest pet peeve sometimes, some days I would log in and think everything is fine with the system but you’ll have those rare instances where it won’t work or it’ll automatically change the audio or headset settings to a default setting and sometimes you’d have to catch it, it doesn’t happen often but it will occasionally happen and it messes with your workflow on calls when they can’t hear you properly or if they feel you’re talking too low Review Source GC Georgina C. Office Manager Construction Used the software for: 2+ years ### "A great system for any size business" September 5, 2019 5.0 Having a good phone system installed has really helped our business. We are able to connect our remote workers instantly with contractors and clients who otherwise, we would have to take messages for or redirect which more often then not results in messages being lost or delayed or the caller not bothering to call a second or third number to get to the person they want, we can connect them straight away. I would say this is the biggest benefit of having this kind of system and it's affordable as well. Pros It's really easy to use and you can program it from a computer to do all sorts of things! I really like the intercom function, which when you're busy and need to work hands free, it's a very useful tool to have in my role when speaking with colleagues about quick queries and you can easily switch to more private calling by simply picking up the receiver. I like that you can input lots of different numbers, both internal and external which you can transfer calls to, so even if you want to transfer an external call to an external mobile number, it's simple to achieve. Cons There isn't much not to like about the phone system to be fair, however if I was really nit picking I would say there are a lot of buttons and options to get to messages on the answer phone if you've already listened to them once and don't for heaven sake lose the customer support number, as you'll spend hours on the internet doing detective work trying to find it! otherwise, it's very good and the customer support is great. Reason for choosing Avaya UCaaS There are many platforms like this on the market and we did a lot of research first and I believe this is the best. It isn't the cheapest or most expensive, so somewhere in the middle, but the software and the extensive list of things you can program it to do, will suit almost any business size and type. Review Source VR Verified Reviewer Business Development Director Management Consulting Used the software for: 2+ years ### "Remedies for Communication Platforms" February 20, 2021 4.0 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. Alternatives considered [Oracle Aconex](https://www.capterra.com/p/220249/Oracle-Aconex/)[Siebel CRM](https://www.capterra.com/p/168367/Siebel-Marketing-Resource-Management/) Reason for choosing Avaya UCaaS Ot was a board members desicions Review Source briam I. Ing. Sistemas Information Technology and Services Used the software for: 2+ years ### "Herramienta Util" July 18, 2023 5.0 Una buena experiencia ya que la herramienta es útil más en el tema laboral. Pros Me gusto la facilidad de configuración y de marcacion. Cons Hay herramientas o utilidades de la avaya que solo lo ven las personas de it o que sepa del programa. Review Source VR Verified Reviewer Analyst Banking Used the software for: 2+ years ### "Administrator" January 14, 2021 3.0 Avaya CM is a product that we use for corporate telephony, this is possible since the environment is internal and many integrations are not necessary. There is no proper evolution of the product towards new technologies and the administration is very exclusive to the brand Pros It is a robust and reliable product, if there are not many changes in the system, hardly any problem occurs due to the instability of any component. Cons When you have to make a change, add a feature, or add an integration, the work becomes hard. The user interface is not very friendly, there are no softphone clients that work with Linux. Reason for choosing Avaya UCaaS Technological improvement Review Source EL Elmer L. Bogotá Information Technology and Services Used the software for: 2+ years ### "Calidad de la avaya" May 28, 2023 5.0 Pros La calidad del producto es excelente pues permite realizar llamadas y monitorearlas al mismo tiempo. Es excelente producto para la empresa. Cons Aveces se demora en la conexión pero lo considero muy completo y robusto. Review Source SM Sebastian M. Ing. Sistemas Information Technology and Services Used the software for: 2+ years ### "Impresindible " July 10, 2023 4.0 Pros me encata la facilidad de implementacion y uso de todas sus herramientas. Cons puede presentar errores cuando se actualiza pero son errores que se solucionan facilmente. Review Source AP Adolfo P. Freelancer Graphic Design Used the software for: 2+ years ### "Avaya is what you need to stay connected and successful" December 5, 2022 5.0 Pros 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. Cons Only that sometimes, the system has gone down but it has always come back very quickly and have not lost any business or work due to it. Review Source VR Verified Reviewer Onboarding Coordinat Telecommunications Used the software for: 2+ years ### "I have use this for over 5 years" June 18, 2020 5.0 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 Review Source DJ Devon J. Ess1 Government Administration Used the software for: 2+ years ### "Avaya (can you hear me now)" July 8, 2021 3.0 My overall experience has been good. Minus a few issues that’s seems to be fixed quickly. I would definitely recommend this service for any employer. Pros I have been using this product for the last 5 years with this company. It has its good and bad days. Mostly good. The calls come through very clear and it’s very easy to see who is calling with the caller Id method. When there is an issue it’s fixed fairly quickly so your not without a phone for a long period of time. Cons What I least like about this software is that some days it just doesn’t want to work completely. 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. Review Source AB Adrian B. Enterprise IT Engineer Marketing and Advertising Used the software for: 2+ years ### "Powerful Contact Center solution but feels very dated" April 1, 2021 4.0 We used this product for years, it was a great solution initially however with cloud products now taking a front seat the solution feels left behind. Pros The product is powerful for larger contact center environments, it can handle capacity with ease. Cons The upgrade process is cumbersome, the setup just feels like it is constantly being added to instead of a fresh approach and a new platform and the ability to trial features just does not feel fluid, a complete upgrade is sometimes required just to see if the product fits. Reason for choosing Avaya UCaaS The ability to integrate with our own business tools and at the time was one of the best in breed products, we could also leverage our existing Avaya infrastructure Review Source KM Katalina M. Ing. Sistemas Information Technology and Services Used the software for: 2+ years ### "Excelente producto" June 14, 2023 5.0 Pros Es una herramienta muy util en cuestion al call center la cual se utiliza demaciado. Cons muy rara vez falla la configuracion del archivo CTI para enlazar avalla avaya con screempop Review Source BC Brayan C. Analista de sistemas Information Technology and Services Used the software for: 6-12 months ### "Tienes call center no dudes en implementar Avaya UCaaS" December 23, 2022 5.0 Pros Su interfaz de usuario es muy dinámica y fácil de utilizar. Cons Hasta el momento no he encontrado peros no contras ya que el programa me ha funcionado perfectamente. Review Source aF andy F. Principal Telecom Engineer Consumer Services Used the software for: 2+ years ### "Avaya is great at call center solutions" December 3, 2019 4.0 Avaya knows call centers and provides a feature rich platform to the customers and agents alike with Aura and it's associated product line. Pros We use Avaya Aura with the Breeze platform. The Breeze platform ( with Engagement Designer) is a great add-on and provides us strong integration from our ancillary products into Aura. You can track calls as they progress through a call-flow, maintain call control of inactive calls (if customer hangs up you can keep the agent on and call the customer back), and integrate with databases and APIs. Very powerful and with a great visual GUI. Cons It takes a lot of time and can be a bit complex to connect to the required resources (media servers, voice servers, Aura, DB servers). Avaya support is also a sore spot. It feels like they are inadequately staffed and it takes too long to get to the right people to fix our issues. Timely support is critical in a call center environment and this is where I feel Avaya doesn't get it right. Review Source VR Verified Reviewer Analista financiero Used the software for: 2+ years ### "The best communication solution!" April 17, 2018 5.0 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. Review Source IM Ihab M. IT Infrastructure Head Education Management Used the software for: 2+ years ### "Painful Implementation, Lacking basic features" August 5, 2020 1.0 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. Pros many basic features were missing, for example: Call waiting function is not there. Phone directory requires special programming of 3 buttons . i am comparing to all other competitors including Avaya IP Office. Cons Many Features were missing, using phones over VPN doesn't work as it should be, support is really weak and not many users are familiar with the product. Reason for choosing Avaya UCaaS We choose Avaya IP Office but during the ordering cycle we received a promotion from Avaya to convert from IP Office to their new enterprise Aura system for free. we never expected that it is a completely different product. we considered that the Enterprise version would grant more features and scalability not the opposite. Review Source OM Oscar M. Analista IT Information Technology and Services Used the software for: 1-2 years ### "Es extremadamente util" August 24, 2023 5.0 Pros Esta herramienta me parece muy facil tanto de implementar como de utilizar los ajentes estan agusto con ella. Cons Tenemos que configurarla bien para evitar fallas. Review Source VR Verified Reviewer Security Guard Used the software for: 2+ years ### "The Avaya system is the only system our organization will use!" January 12, 2018 5.0 Pros The Avaya system is the best in the industry and there are many options available to meet your needs. The system is extremely easy to use and is used in various industries. I personally enjoy the ability to have more than two lines. Cons I haven't found the ability to place someone on hold and putting the phone back into the retriever without it hanging up on the line. You have the option to press mute but the line will disconnect if you forget and put the headset back into the retriever. Review Source VR Verified Reviewer Talent Acquisition Partner Computer Software Used the software for: 1-2 years ### "A massive call center software " October 6, 2022 3.0 Pros There are tons of reporting and analytics that are available. Cons There is not a lot of training material available. You'll need to learn as you go. Review Source sM sara M. ingeneeria de sistemas Information Technology and Services Used the software for: 1-2 years ### "Avaya UCaaS final " July 16, 2023 5.0 Pros es una aherramienta facil y paractica para los difertentes usuarios. Cons si no se configura correctamente no deja salir las llamadas. Review Source Similar Products Featured