# Page 3 | Avaya UCaaS Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 3 - 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 3 - Reviews of Avaya UCaaS ## Showing most helpful reviews Showing 51-75 of 91 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use NN Nandy N. Administrative Assistant Financial Services Used the software for: 2+ years ### "Avaya - The Heart of Work Communication" March 2, 2021 3.0 We use AVAYA phones and software to communicate with each other and our customers. We use IP PBX phones and also use the software because it was important for us to be reachable by customers even working from home. It works well for us. Pros We use the AVAYA phones in our company and have found them to be reliable and easy to use. The call waiting and conferencing features are great and with most of us working from home, we use the AVAYA one -X communicator software on laptops which mimics the desk phones. Cons The phones are very expensive and if one part is broken, you have to buy a completely new phone. The AVAYA one-X software completely disrupts the audio on your computer. Many times I have had to log off in order to play a video or attend virtual meetings. Review Source Riadh K. Director Information Technology and Services Used the software for: 2+ years ### "Good product But Outdated" January 8, 2020 4.0 We are moving to more open platforms in order to have more choices and consequently can reduce cost Pros Avaya is a solid platform that does the Job, it is easy to use Cons 2 majors issues with this platform : 1) This platfom is becoming outdated 2) And It is a proprietary platform not open for connecting with devices from others manufacturers Review Source VR Verified Reviewer Technical Consultant Used the software for: 2+ years ### "Avaya Aura platform is the best applications for voice communications in the world." April 12, 2018 5.0 The most reliable voice platform by far Pros There is no other platform that comes even close to the amount of features and readability of the Avaya aura platform. Cons For administrators it will take a little bit time to understand the platform and to master it . But in reality there are no cons to the platform. Review Source VR Verified Reviewer Web Consultant Internet Used the software for: 2+ years ### "Phone call at its finest" June 28, 2018 5.0 Pros To navigate from one call to another at the ease of yiur fingertips is simply amazing and very easy to use. Cons Just cant live with out this invention while working as you can handle multiple calls all at once with this Review Source Angela B. Content Developer Information Technology and Services Used the software for: 1-2 years ### "My customer support system with amazing call facility" September 24, 2019 4.0 Avaya Aura is nowadays my most favorite application because of its advanced communication techniques that helps me to communicate within or outside my organization in a better way. Pros This application is quite useful for automatic call distribution system that allows a magnificent call distributing services within an organization. I can even record a lot of calls through its recording features that allows me to record each and every call to have a better record or history of my work. Cons For me this application is a huge life savior because it enables me to track each and every call whether am using it inside my organization or even outside. Thus, for me there is nothing to worry about in this particular product. Review Source Tiana T. Human Resources Business Coordinator Automotive Used the software for: 2+ years ### "Exactly the Quality you expect from avaya" March 28, 2019 5.0 Aura is an all encompassing tool to get your routing where it needs to be. The integration with analytics is also really helpful. We all know that you have to run a report at the end of every month and while this is more about calls, it doesn't let that part of contact center life fall by the wayside. Pros It works well with Avaya equipment and is very customizable. This 'suite' has so many option for contact center use. Cons There is a bit of a learning curve but any IT admin worth their salt will make it their own in no time. Review Source AU Alexandru U. Engineer I Information Technology and Services Used the software for: 1-2 years ### "My Avaya experience " June 3, 2022 3.0 Pros The fact that I could redirect the calls to my mobile phone Cons The lack of user friendly interface, contant disconnecting Review Source JJ Jodi J. Patient Coordinator Used the software for: 1-2 years ### "excellent, good quality" June 6, 2018 5.0 This software allows me to competently do my job without worrying about a phone call being disconnected or being able to locate the phone number of a patient who has previously called without a problem. Pros I would have to say my favorite thing about Avaya would be how easy it is to use. The way the phones are set up is very user friendly and makes a simple everyday task even easier! I like the display screen that comes on the phone. Cons My least favorite thing about the software would have to be the setting when the phone is placed on hold. There is no distinct ring to separate a line on hold vs a normal incoming phone call. The phone will continue to ring until it has been picked up when I think it would be most beneficial to have it ring a couple times every minute to remind you the line is on hold. Review Source KS Kali S. Customer Service Electrical/Electronic Manufacturing Used the software for: 2+ years ### "Price keep going up" September 20, 2018 5.0 Pros Our company loves the functionality of this system and all of the options that it offers. It really is the best system we have used for reasons such as easy transfers and group calls. The conference system is really nice as well. Cons The price keeps going up which caused our company to have to switch to a different system. Our new system does not have half of the options and is not as user friendly. Review Source VR Verified Reviewer Product Development Engineer Automotive Used the software for: 2+ years ### "Great Communication Tool for Business" May 23, 2019 5.0 I am using Avaya phones over 3 years at Ford Motor Company. I had no issues and there is no complex thing to figure out. Just pick up the phone and use it. There are several modes you can use like DND; Do Not Disturb when you want to keep silence. The earphone is easily adaptable to use while you are in the audio meetings. Pros DND: Do not disturb mode Will have your silent mode to focus on your job easier. Cons I do not see any negative features that I experienced so far. Review Source Serhat A. Mechanical Development Engineer Consumer Goods Used the software for: 6-12 months ### "Best communication software! " August 1, 2018 5.0 Easy communication. Pros The best side of this software is that it has a very easy use from the beginning. Even its setup is very easy and while daily usage it provides a precise interface with all options. Cons There might be some double run problems. While one Avaya.exe is running you can open another one bu mistake. Review Source Melinda W. Customer Service Telecommunications Used the software for: 1-2 years ### "Loved using Avaya" November 20, 2018 5.0 Pros I love the quality it provided talking with my customers. Cons It does not have an easy transfer option Review Source Raila Z. Academic Advisor Hospital & Health Care Used the software for: 2+ years ### "suitable for business" May 21, 2019 5.0 Reliable software for all communication tasks. Pros We have used this software for a lot of years and tested to be efficient and make sure all calls are recorded, listed and monitored Cons Not much cons about this software as it is efficient for all call related task. And very low to none down time. Review Source VR Verified Reviewer Mechanical Engineer Automotive Used the software for: 2+ years ### "Good solution" May 26, 2019 4.0 I can suggest that for big compony employees which has two or more location. This is the best solution. Pros It is best way of mobility. I can reach my desktop phone number from everywhere. Cons It should be support conference in three or more callers. Review Source D. SKye H. IT Technician Computer Software Used the software for: 6-12 months ### "Avaya brings carrier class service to the enterprise" December 6, 2017 4.0 Well, if you have the money, then it is easy to scale, upgrade, and manage. But I still recommend a cloud service to get more bang for the buck. Pros The Avaya Aura platform gives you the same features that carriers have, redundancy, failover, dialplans, advanced routing, etc. Cons well the biggest drawback to the Avaya Aura platform is definitely cost. Another is managing hardware, and software. There are advantages to having your telephony services running in the cloud, but on prem requires a set of support personnel with very specific Avaya expertise. Review Source NB Nastazija B. CSA Outbound Financial Services Used the software for: 6-12 months ### "Can be good " April 6, 2021 5.0 When it's working it is a good and reliable software. Pros I like that it is tracking everything what you are doing while logged in - the average talk time, wrap time, connects and it helps monitor ones productivity. Cons It's a very sensitive software which needs to be properly set up otherwise you won't be able to use it at all. 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. Review Source JCC Julio Cesar C. Ingeniero Senior de Desarrollo Telecommunications Used the software for: 2+ years ### "Avaya Aura Orchestration Designer Implementation" May 16, 2019 5.0 The Avaya Aura Orchestration Designer development environment is ideal for creating applications in the Experience Portal, such as IVRs, POMs and other Voice applications. Its design is simple, minimalist and easy to use, its components and objects are visible to the developer, the logic through the Servlets or Datas is not complex, the integration with databases or web services is very useful and in summary , it is the best development environment to create voice applications that I have known Pros The ability to integrate with Soap and Restful web services and with SQL Server databases Cons The development IDE consumes many machine resources. Review Source YY Ye Y. Managed Services Information Technology and Services Used the software for: 1-2 years ### "Ye Yi" September 2, 2021 4.0 Pros Unified communication features and inbound contact center Cons Omnichannel features and auto dialer outbound contact center Review Source Bertis A. Supervisor Outsourcing/Offshoring Used the software for: 6-12 months ### "Avaya Greatness" August 15, 2019 5.0 Great tool easy to handle once the experience is gain. I wish it was a little bit more simple. Pros I like that you can measure or keep track of time, very well with this program. An excellent choice for a company who want the most of its employees. Cons Even with its greatness, this program as any other has its drawback; that is that the tome keeping is so precise, it can get confusing as well. Some functions at first are hard to understand. Review Source Massimo S. Senior Copywriter Financial Services Used the software for: 1-2 years ### "Crystal clear video and voice connection" November 21, 2018 5.0 Almost never any problems. Make it easy to connect to colleagues no matter where they are. Pros The Avaya aura platform is great for video conferencing when you aboslutely need the connection to work. Cons Sometimes it's difficult to sync with third party cameras Review Source Anthony Y. Psychotherapist Health, Wellness and Fitness Used the software for: 1-2 years ### "Avaya makes communication across sites easier." January 23, 2019 5.0 Pros I liked that it was easy to connect with others in my business, and that generally the applications were bug-free and smooth. Cons I think most of what I did not like had more to do with my connection, not the platform itself. Review Source TM Tonya M. Independent Contractor Consumer Services Used the software for: Less than 6 months ### "Let's Talk" August 31, 2019 4.0 I am a user for an at-home call center. This system provides an effective way to communicate with the consumer to provide services. Pros This is a software program which bridges the needs of the parenting company with an independent contractor to service the needs of the consumer. The parent company is the actual provider generally which takes care of the billing. I like the ability to talk with the customers through a clear and efficient system. It is well integrated with other software needs to provide quality voice interactions. Cons The system is not fail-safe. Like all software there are challenges. There are issues sometimes that limit the usage to the parent company's integration. I can not say if it is actually AVAYA issues or parent company integration configuration. Review Source JDB Juan David B. Project manager Telecommunications Used the software for: 2+ years ### "If you dont want to fail, go with Avaya" March 19, 2026 4.0 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 Alternatives considered [wolkvox](https://www.capterra.com/p/193276/wolkvox/)[Xperience](https://www.capterra.com/p/154368/Xperience/) Reason for choosing Avaya UCaaS Experience Switched from [Genesys Cloud CX](https://www.capterra.com/p/179417/Genesys-Cloud/) Customer service Review Source Aly H. Business Development Executive | United States Enterprise Sales. Computer Software Used the software for: Less than 6 months ### "Telecom solutions! Avaya is the answer." February 6, 2019 4.0 Needed a reliable vendor for telecom solutions. Pros Switched from Polycom due to frequent issues. Avaya is extremely smooth. Definitely a great solution. Cons Had a few problems during implementation, calls were getting dropped and we couldn't hear correctly, but after the implementation and highlighting this, they were quick to resolve. Review Source LH Luc H. Market Analyst Used the software for: 2+ years ### "I used this program for both inbound and outbound calls " April 10, 2018 5.0 Pros I liked the functionality of the program. It is easy to use and set up specifically for you (volume, favorite settings,etc.) Cons The thing I liked the least about this software is the visual aspect. I find the look of the software is outdated Review Source Similar Products Featured