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4.0 out of 5.0 (3 ratings)

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We have aggregated ratings data on Avaya but all of our reviewers have opted out of sharing their qualitative review feedback. In certain cases we allow reviewers to withhold their qualitative review feedback from public view, in order to protect their confidentiality.
  • 4 out of 5.0, Reviewed

    Product(s): Aura Communication Manager,Avaya Aura Solution for Midsize Enterprise

    Implementation was complex but straightforward. Emerging Tech Innovation is an opportunity.

    Overall Comment

    Avaya is a leader in this market space and as such their technologies have been tried and proven while continuing to responsibly innovate their platform for future viability. The experience with Avaya upgrades and implementations remains the same. You plan accordingly for the areas of implementation\Upgrade (ACD, CTI, etc.) and execute. Not much issues with implementation other than minor incidents.

    What one piece of advice would you give other prospective customers?

    Find the right channel partner. But certainly evaluate your situation first to assure there aren't better vendor matches to meet your ever changing environments; especially at a lower spend. Avaya is not cheap.

    What do you like most about the product or service?

    Peace of mind. They are at the top of the Contact Center space for on-premise deployments.

    What do you dislike most about the product?

    Pricing.

    What one thing do you wish the vendor did differently?

    Licensing with Avaya can be tricky and fragmented. There is a license for every function, hardware, software and user, to include all the supporting services of the aforementioned. This can be a pain to manage and maintain.

    If you could start over, what would your organization do differently?

    Evaluate the changes in customer behavior and engagement prior to the upgrade to allow me to ascertain if there are other vendors which can meet our current demands at a lower price point, while increasing our capabilities.


  • 4 out of 5.0, Reviewed

    Product(s): Aura Communication Manager,IP Office

    the implementation was easy since it was upgrade from an older version.

    Overall Comment

    It was good experiance and well planned project


  • 4 out of 5.0, Reviewed

    Product(s): Aura Communication Manager

    Avaya has older contact center technologies than other vendors.

    Overall Comment

    3rd party provider support was weak.

    What one piece of advice would you give other prospective customers?

    Do good RFP.

    What do you like most about the product or service?

    Reliability.

    What do you dislike most about the product?

    Lack of integration amongst tools.

    What one thing do you wish the vendor did differently?

    More open platforms with integrated suites.

    If you could start over, what would your organization do differently?

    Better RFP.


Ratings Overview

1 2 3 4 5
Section
1

Evaluation & Contracting

Overall rating of product evaluation and contract negotiation

(3)
3.7

Ability to understand your organization's needs

(3)
4.0

Timely and complete response to product questions

(3)
4.0

Pricing and contract flexibility (pricing and terms)

(3)
3.0
1 2 3 4 5
Section
1

Integration & Deployment

Overall rating of integration and deployment

(3)
3.3

How long did your deployment take?

0 - 3 months (<3)

9 - 12 months (<12)


Availability of quality 3rd-party resources (integrators, service providers, etc.)

(3)
3.7

Ease of integration using standard APIs and tools

(3)
3.7

Quality and availability of end-user training

(3)
4.0

Ease of deployment

(3)
3.7
1 2 3 4 5
Section
1

Service & Support

Overall rating of service and support

(3)
3.7

Did you purchase a support package from vendor?

Yes


Was the support package worth it?

Yes

I'm unsure


Timeliness of vendor's response

(3)
4.0

Quality of technical support

(3)
4.0

Quality of peer user community

(3)
4.3
1 2 3 4 5
Section
1

Product Capabilities

Overall rating of product capabilities

(3)
4.0
Section
1

Additional Context

What was the nature of your involvement?

Vendor Management

Application Lead

Development/Integration

End User Support Manager

Implementation, Maintenance or other IT support

Technical Assessment

Vendor/Product Selection


Why did you purchase the software or service?

Improve customer relations/service

Create internal/operational efficiencies

Improve business process agility

Improve business process outcomes


What were the key factors that drove your decision?

Financial/organizational viability

Breadth of services

Pre-existing relationships

Product functionality and performance

Product roadmap and future vision

Strong consulting partnership

Strong services expertise

Strong user community


In which region(s) did your deployment take place? Multiple responses allowed.

Europe, Middle East and Africa

North America

Asia/Pacific