Avaya Software and Solutions

The platform is a comprehensive contact center. It encompasses all the channels, including email, chat, voice, outbound, quality management, and workforce management. It provides everything a contact center needs.

How has it helped my organization?

we are about to implement now

What is most valuable?

The most useful features are the omnichannel experience and the customer journey on the self-service widget.

If a customer contacts the call center today by calling and tomorrow by emailing, the staff handling the email will be able to see that the customer called yesterday. All interactions are linked. It allows the staff to understand the customer's experience, enabling them to serve the customer proactively.

What needs improvement?

The solution should be more flexible on-premises. We are currently on-premises and looking to move to the cloud.

For how long have I used the solution?

I have been working with Avaya for four years.

What do I think about the stability of the solution?

It is a stable product. We had a heavy rainy season, and all the systems remained stable and did not disconnect.

I rate the stability a ten.

What do I think about the scalability of the solution?

We have around 150 Avaya IX Contact Center users in our organization. I rate the scalability as an eight.

How are customer service and support?

The technical support services are good.

How would you rate customer service and support?

Positive

Which solution did I use previously and why did I switch?

We were using Cisco before. Avaya offers many features that Cisco does not have.

How was the initial setup?

The initial setup was easy. I rate the process an eight.

It took one to one and a half years to complete. It was a huge transformation project, integrating all systems with our CRM system, website, mobile app, and chatbot.

What other advice do I have?

The routing capabilities are excellent. We have priority routing set up for VIP customers, disabled customers, and those with special needs, ensuring they receive prompt and efficient service.

We have implemented a use case where AI helps when a customer calls and says, "My bill is high." The AI searches the customer's profile to check if the high consumption is real or just a misunderstanding. If it is high, the AI creates a notification for the backend to check the issue. The system automatically generates the bill and the notification for the agent, who then views and either submits or rejects the notification.

I recommend using the solution for all the features I have mentioned before, including the excellent AI experience, omnichannel, self-service, and customer journey features.

I rate it a nine.

Disclosure: My company does not have a business relationship with this vendor other than being a customer.

Last updated: Dec 18, 2025

Avaya Questions

Julia Miller

PeerSpot

What advice do you have for others considering Avaya Spaces?

If you were talking to someone whose organization is considering Avaya Spaces, what would you say?

How would you rate it and why? Any other tips or advice?

Julia Miller

PeerSpot

What is your primary use case for Avaya Spaces?

How do you or your organization use this solution?

Please share with us so that your peers can learn from your experiences.

Thank you!

Julia Miller

PeerSpot

What needs improvement with Avaya Spaces?

Please share with the community what you think needs improvement with Avaya Spaces.

What are its weaknesses? What would you like to see changed in a future version?

Miriam Tover

Senior Delivery Ops Manager

PeerSpot

What is your experience regarding pricing and costs for Avaya IX Meetings?

Hi,

We all know it's really hard to get good pricing and cost information.

Please share what you can so you can help your peers.

Julia Miller

PeerSpot

What advice do you have for others considering Avaya IX Meetings?

If you were talking to someone whose organization is considering Avaya IX Meetings, what would you say?

How would you rate it and why? Any other tips or advice?

Julia Miller

PeerSpot

What is your primary use case for Avaya IX Meetings?

How do you or your organization use this solution?

Please share with us so that your peers can learn from your experiences.

Thank you!

Miriam Tover

Senior Delivery Ops Manager

PeerSpot

What needs improvement with Avaya IX Meetings?

Please share with the community what you think needs improvement with Avaya IX Meetings.

What are its weaknesses? What would you like to see changed in a future version?

Julia Miller

PeerSpot

What advice do you have for others considering Avaya IX Contact Center?

If you were talking to someone whose organization is considering Avaya IX Contact Center, what would you say?

How would you rate it and why? Any other tips or advice?

Miriam Tover

Senior Delivery Ops Manager

PeerSpot

What is your primary use case for Avaya IX Contact Center?

How do you or your organization use this solution?

Please share with us so that your peers can learn from your experiences.

Thank you!

Julia Miller

PeerSpot

What needs improvement with Avaya IX Contact Center?

Please share with the community what you think needs improvement with Avaya IX Contact Center.

What are its weaknesses? What would you like to see changed in a future version?

Julia Miller

PeerSpot

What is your experience regarding pricing and costs for Avaya Spaces?

Hi,

We all know it's really hard to get good pricing and cost information.

Please share what you can so you can help your peers.

Julia Miller

PeerSpot

What do you like most about Avaya Spaces?

Hi Everyone,

What do you like most about Avaya Spaces?

Thanks for sharing your thoughts with the community!

Julia Miller

PeerSpot

What do you like most about Avaya IX Meetings?

Hi Everyone,

What do you like most about Avaya IX Meetings?

Thanks for sharing your thoughts with the community!

Julia Miller

PeerSpot

What do you like most about Avaya Ethernet Switches?

Hi Everyone,

What do you like most about Avaya Ethernet Switches?

Thanks for sharing your thoughts with the community!

Julia Miller

PeerSpot

What advice do you have for others considering Avaya Ethernet Switches?

If you were talking to someone whose organization is considering Avaya Ethernet Switches, what would you say?

How would you rate it and why? Any other tips or advice?

Julia Miller

PeerSpot

What is your primary use case for Avaya Ethernet Switches?

How do you or your organization use this solution?

Please share with us so that your peers can learn from your experiences.

Thank you!

Julia Miller

PeerSpot

What needs improvement with Avaya Ethernet Switches?

Please share with the community what you think needs improvement with Avaya Ethernet Switches.

What are its weaknesses? What would you like to see changed in a future version?

Julia Miller

PeerSpot

What is your primary use case for Avaya BCM?

How do you or your organization use this solution?

Please share with us so that your peers can learn from your experiences.

Thank you!

Julia Miller

PeerSpot

What needs improvement with Avaya BCM?

Please share with the community what you think needs improvement with Avaya BCM.

What are its weaknesses? What would you like to see changed in a future version?

Miriam Tover

Senior Delivery Ops Manager

PeerSpot

What do you like most about Avaya BCM?

Hi Everyone,

What do you like most about Avaya BCM?

Thanks for sharing your thoughts with the community!

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