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3.7 out of 5.0 (15 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): Avaya Phones

    step by step implementation

    Overall Comment

    WE got what we looking for!

    What do you like most about the product or service?

    sturdy

    What do you dislike most about the product?

    warranty


  • 5 out of 5.0, Reviewed

    Product(s): Aura Platform, Avaya Phones, IP Office

    Implementation was successful with a large amount of complexity involved

    Overall Comment

    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.

    What do you like most about the product or service?

    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.

    What do you dislike most about the product?

    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.

    Product capabilities - overall comment

    Avaya has some of the best feature sets available on the market. The have comprehensive troubleshoot capabilities.

    Service & support - overall comment

    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.

    Integration & Deployment - Overall comment

    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

    Product(s): IP Office

    A lot of functionality compared to other systems in the marketplace.

    Overall Comment

    Great service although agreements are a little costly.

    What do you like most about the product or service?

    quality 3rd party techs that are very friendly and responsive. they know there product

    What do you dislike most about the product?

    costly annual maintenace contracts compared to others out there


  • 3 out of 5.0, Reviewed

    Product(s): Aura Platform

    Avaya product is good, support is bad.

    Overall Comment

    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.

    What do you like most about the product or service?

    Hard to say.

    What do you dislike most about the product?

    Avaya's support model.

    Product capabilities - overall comment

    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.

    Service & support - overall comment

    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.

    Integration & Deployment - Overall comment

    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

    Product(s): Aura Platform

    Company is only a vendor and not a partner - take the money and run.

    Overall Comment

    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.

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

    This company is not your friend they are a business contact.

    What do you dislike most about the product?

    Poor headset quality.

    What one thing do you wish the vendor did differently?

    Support it's products and commitments.

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

    Adjust financial payment process. Include gartner in review and contract negotiaions, possibly hire 3rd party telephone expert.

    Service & support - overall comment

    Still had continious issues that have never been resolved


  • 4 out of 5.0, Reviewed

    Product(s): Aura Platform

    Great product with superior support, that has excellent knowledge of the solution.

    Overall Comment

    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.

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

    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.

    What do you like most about the product or service?

    The service that shows the product knowledge, the experience, and the way to handle the technical questions and design of the group.

    What do you dislike most about the product?

    To many features, we are not implementing or getting advantage of them.

    What one thing do you wish the vendor did differently?

    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.

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

    Manage the migration plan with more intensity, to accelerate the finish dates. Interaction with vendor was good.

    Product capabilities - overall comment

    Product capabilites were way beyond handling calls, and were excellent. Integration with the web/voice conferencing had a production and financial impact.

    Service & support - overall comment

    Service and support was excellent. The time to resolve any issue or any doubt was better than expected. No major issues was found.

    Integration & Deployment - Overall comment

    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

    Product(s): Aura Platform

    Solution is scalable and it has lots of features but could not have all.

    Overall Comment

    Solution is scalable.


  • 4 out of 5.0, Reviewed

    Product(s): Aura Platform

    Good product and vendor support

    Overall Comment

    To start again, we would choose Avaya.

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

    Have a clear architecture roadmap for your implementation.

    What do you like most about the product or service?

    Aura conferencing allowed us to save money immediately.

    What do you dislike most about the product?

    Lost a few Nortel features.

    What one thing do you wish the vendor did differently?

    Ensure that they carry forward all Nortel features.

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

    Slow down our implementation a bit.

    Service & support - overall comment

    We use Avaya and a third party vendor.


  • 3 out of 5.0, Reviewed

    Product(s): Avaya Phones

    While Avaya is an industry leader, be cautious of getting on the latest version.

    Overall Comment

    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.

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

    Avoid AOS support and I can't stress enough to use a stable version, not the latest.

    What do you like most about the product or service?

    The telephones are easy to use.

    What do you dislike most about the product?

    The instability experienced at the beginning of the implementation

    What one thing do you wish the vendor did differently?

    We did not use Avaya for the implementation. I wish we would have researched support more instead of using AOS.

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

    We would have implemented an older version instead of the latest to avoid all the patches and bugs experienced.

    Service & support - overall comment

    AOS is not customer friendly and the processes that the engineers follow are inconsistent.


  • 5 out of 5.0, Reviewed

    Product(s): Aura Platform

    Architectural flexibility, stability, and security make Avaya an easy choice.

    Overall Comment

    Avaya (and our VAR) provided guidance, patience, and expertise throughout the entire discovery, scope, procurement, and installation of the system(s).

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

    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.

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

    The incumbant vendor being displaced should have been held to a higher standard of accountability for their engagement in the project conversion and decommission.


Show More Reviews

Ratings Overview

1 2 3 4 5
Section
1

Evaluation & Contracting

Overall rating of product evaluation and contract negotiation

(12)
3.8

Ability to understand your organization's needs

(10)
3.7

Timely and complete response to product questions

(11)
3.7

Pricing and contract flexibility (pricing and terms)

(8)
3.5
1 2 3 4 5
Section
1

Integration & Deployment

Overall rating of integration and deployment

(14)
3.9

How long did your deployment take?

12 months or more

3 - 6 months (<6)

6 - 9 months (<9)

0 - 3 months (<3)

9 - 12 months (<12)


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

(11)
3.9

Ease of integration using standard APIs and tools

(9)
3.6

Quality and availability of end-user training

(10)
3.6

Ease of deployment

(10)
3.6
1 2 3 4 5
Section
1

Service & Support

Overall rating of service and support

(15)
3.4

Did you purchase a support package from the vendor?

Yes

No


Timeliness of vendor's response

(12)
3.7

Quality of technical support

(11)
3.5

Quality of peer user community

(8)
3.8
1 2 3 4 5
Section
1

Product Capabilities

Overall rating of product capabilities

(15)
4.0

Telephony

(12)
4.3

Conferencing

(10)
4.0

Messaging

(7)
3.6

Instant Messaging and Presence

(5)
3.4

Clients

(9)
3.6

Interoperability / Integration

(11)
3.7

Administration

(11)
3.8

Hybrid On-Premises / Cloud

(2)
3.0

Mobility Support

(5)
3.4
1 2 3 4 5
Section
1

Additional Context

Which of the following features/functions does your organization currently use from this vendor?

Telephony

Audio Conferencing

Contact Center

Unified Messaging

Collaboration

IM/Presence

Mobile Client Functions

Web Conferencing

Video Conferencing

Other...


What was the nature of your involvement?

Vendor/Product Selection

Development/Integration

Executive Sponsor

Maintenance and Support

Rollout and Install

Technical Assessment

User Training

Vendor Management

Application Lead

Functional Assessment

Other...


Why did you purchase a Unified Communications solution?

Create internal/operational efficiencies

Improve business process agility

Drive innovation

Improve customer relations/service

Cost management

Improve business process outcomes

Drive revenue growth

Enhance decision making

Other...


What other vendors were considered?

Cisco

Microsoft

Alcatel-Lucent

Interactive Intelligence

Mitel

Avaya

IBM

NEC

ShoreTel


What were the key factors that drove your decision for selecting a vendor?

Product functionality and performance

Overall cost

Breadth of services

Pre-existing relationships

Strong consulting partnership

Strong services expertise

Financial/organizational viability

Product roadmap and future vision

Strong customer focus

Strong user community

Other...


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

North America