5 out of 5.0, Reviewed Aug 22, 2016
We upgraded our entire infrastructure(voice/voicemail) and we were able to complete this in less than three months. This included going to an E.164 dial plan schema. We have a great team of Avaya engineers that were able to efficiently engage in the project and make sure we meet our deliverables with an extremely high success rate.
One of the most popular features is the ability to have voicemail forwarded to your email and the reach me feature that allows them to use their work number and have the phone ring on the cell or home phone number. The vectoring is another feature that is extremely user-friendly and allows you numerous ways to route calls.
I would love it if the Aura voicemail had the ability to put more than one number into the reach me. We used our voicemail to facilitate group coverages with several numbers of staff that were on call. This is one feature we miss.
Avaya has some of the best feature sets available on the market. The have comprehensive troubleshoot capabilities.
My team is technical savvy so we don't require alot of assistance. Overall support for the project was fantastic. Small issues were resolved immediately. Ongoing support is good but sometimes you need to make sure you get to the correct technical resource. Sometimes the front end support may not be as experienced with different issues. I am actively involved with the user group and know that I can reach out to them and receive help to my questions/issues. They are able to reach into Avaya and get me the help that I need. The user group in and off itself is a powerful resource and a huge asset to going with the Avaya platform. You are able to get help when you need it and have input on what you would like to see developed into the various application platforms.
We have very few tickets on the first day of business. Considering the complexity of the cutover and what was involved...upgrading the entire Avaya infrastructure, going to E.164 ,and consolidation of the servers to a smaller footbring with VmWare it was a great success. The ease that you can deploy a solution and improve the tools that staff can use to be more effective in their roles.
1 of 1 peer(s) found this review helpful.
4 out of 5.0, Reviewed Jul 14, 2016
Great service although agreements are a little costly.
quality 3rd party techs that are very friendly and responsive. they know there product
costly annual maintenace contracts compared to others out there
3 out of 5.0, Reviewed Jun 10, 2016
Avaya’s support model is to push it to their partners. The partners are not motivated to call Avaya for assistance because of cost. Avaya won't be called until all avenues have been exhausted. This sometimes leaves issues unresolved and thus our end users suffer.
Hard to say.
Avaya's support model.
With a trend toward ease of use in the mobile world, most users expect more from their technology solutions. Avaya needs to go the extra mile to create a unified easy to use interface.
As stated up front, Avaya's support model is to push support to 3rd party and charge them to engage with Avaya. This makes time to resolving significant problems lengthy and thus our users suffer.
The product does function and is an industry leader. New functions and features could be integrated with a more user friendly and intuitive user interface. Advanced functions do not get used by most of our users who are technically illiterate. Need intuitive user interface similar to how Apple created iPad/iPhone interface.
1 out of 5.0, Reviewed Mar 11, 2016
Avaya and 3rd party vendor provided quipment that was towards end of life and had recalls on them without sharing this. PM was not on site at cutover. follow up support was very poor. Unwilling to provide resolution to address issues without spending added funding.
This company is not your friend they are a business contact.
Poor headset quality.
Support it's products and commitments.
Adjust financial payment process. Include gartner in review and contract negotiaions, possibly hire 3rd party telephone expert.
Still had continious issues that have never been resolved
4 out of 5.0, Reviewed Dec 9, 2015
Great knowledge of technical specifications of the solution and how it compares with the other solutions in the market. The vendor has the ability to answer our doubts and comply/adjust our expectations.
Do an assestment of more than 3 solutions. Study the limitations of every solution and compare the licensing/phones cost. If you could use your existing virtual farm, go for it. Validate with the company the impact of the virtual dedicated resources for the solution and how that affect your virtual infrastructure.
The service that shows the product knowledge, the experience, and the way to handle the technical questions and design of the group.
To many features, we are not implementing or getting advantage of them.
During the implementation, the vendor put pressure on us to do the project on a fast pace. I think everybody on the project was not too comfortable to comply with dates.
Manage the migration plan with more intensity, to accelerate the finish dates. Interaction with vendor was good.
Product capabilites were way beyond handling calls, and were excellent. Integration with the web/voice conferencing had a production and financial impact.
Service and support was excellent. The time to resolve any issue or any doubt was better than expected. No major issues was found.
We could complete the project in a fast pace. Comfortable to comply with the deadlines and project timeline dates.
4 out of 5.0, Reviewed Dec 7, 2015
Solution is scalable.
4 out of 5.0, Reviewed Dec 1, 2015
To start again, we would choose Avaya.
Have a clear architecture roadmap for your implementation.
Aura conferencing allowed us to save money immediately.
Lost a few Nortel features.
Ensure that they carry forward all Nortel features.
Slow down our implementation a bit.
We use Avaya and a third party vendor.
3 out of 5.0, Reviewed Oct 7, 2015
Avaya is an industry leader. However, there were issues with needing patch after patch post implementation. Recommend you stay on a version that has been around for quite a while during installation and later once stable upgrade. Also, if you are purchasing support, look at all other vendor options besides AOS. AOS is very challenging to use given their off shore model and lack of support when critical issues arise.
Avoid AOS support and I can't stress enough to use a stable version, not the latest.
The telephones are easy to use.
The instability experienced at the beginning of the implementation
We did not use Avaya for the implementation. I wish we would have researched support more instead of using AOS.
We would have implemented an older version instead of the latest to avoid all the patches and bugs experienced.
AOS is not customer friendly and the processes that the engineers follow are inconsistent.
5 out of 5.0, Reviewed Oct 1, 2015
Avaya (and our VAR) provided guidance, patience, and expertise throughout the entire discovery, scope, procurement, and installation of the system(s).
Take advantage of design engineers from both Avaya and chosen VAR. Bounce the designs and scope between the companies and don't settle for a solution that does not meet your business needs. Take advantage of Avaya product specialists.
The incumbant vendor being displaced should have been held to a higher standard of accountability for their engagement in the project conversion and decommission.
4 out of 5.0, Reviewed Jun 17, 2015
Do your homework. Don't be sold with bells and whistles from a single vendor.
Ease of use and administration.
Tied to Avaya for maintenance even though they allow 3rd parties to provide lower cost maintenance. We are hooked in.
More local support
Heavily invested in legacy Avaya before pursuing UC. Would have investigated more thoroughly the feasibility in changing vendors before adoption.
Support is good