Avaya Telephone Systems Review

Avaya is an American telecommunications solutions provider—providing both business telephone solutions, contact centre solutions, and unified communications solutions.

They have offices in 145 countries and provides businesses from small to enterprises with their innovative telephone solutions.

Their partnership with BT since 1990 has made Avaya’s solutions easily accessible in the UK.

This partnership supplies 4 out of the top 6 UK banks and many other key industries, with over 100,000 Avaya systems supplied, and over 1,000 contact centres.

In this guide you will find

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IP Office

Firstly, the Avaya IP Office allows you to create a seamless communications experience

Communications platform. It provides you with a wide variety of functions:

So phone, messaging, conferencing, video, even a customer contact centre – everything can be managed online.

The Avaya IP office can grow to as many as 3000 users and allows you to roll out applications to personalise your IP office needs.

Easily upgrade to the Cloud when necessary with all existing features, contacts, and applications intact and can even function as a Hybrid solution.

You can also network the Avaya IP office along with other IP offices for extension dialling across your network

• Hybrid system
• 5 – 3,000 users
• Up to 150 IP Office systems
• Equinox client
  • Windows
  • macOS
  • iOS
  • Android
  • Avaya Equinox Meetings Online
• Mobility
  • Works over Wi-Fi/3G/4G
• Visual voicemail
• Instant messaging and Chat
• Conference controls
• Deployment
  • On-site
  • Cloud
  • Hybrid
  • IP Office software
  • Dedicated Server
  • Avaya IP Office 500 V2 appliance
• Web-based administration
• Conference
  • Virtual room for video, audio, web collaboration
    • Rich video capabilities
  • 50 active participants
  • 500 streaming participants
• Team Collaboration
  • Collaborate through voice, video, IM, and team chat
  • Postdocs, share web links, comment, track tasks
• Browser and mobile app
• Microsoft Lync
• Salesforce.COM
• Microsoft Outlook
• Backup and restore

The system features depend on the licensing; you can purchase the Avaya telephone system with basic, essential, or preferred software licensing. While depending on these software-licensing options, your features will vary.

Aura

“Avaya Aura® Contact Centre raises the bar in the integration of multiple channels, offering one of the most effective agent interfaces we have seen in recent years for cleanly blending a mix of voice and text-based contacts.” – Mier Consulting

Firstly, Aura is a communications manager providing businesses with both large and small Unified Communications solution, which works as an IP telephony foundation.

Avaya’s core communications telephone solution Aura delivers both digital and IP based communications with rich video and voice capabilities.

It is also an excellent solution for engagement :

Aura Branch Edition

• SIP-based platform
• Good for customer-facing locations
  • Retail stores
  • Bank Branches
  • Office buildings
• Centralised management

Aura Standard Edition

• Good for single-site deployments
• Mid-size enterprises
  • Not ready to deploy Unified Communications

• Communication Manager
  • IP telephony
    • Office
    • Call Center
  • Mobility features
  • Conference calling
  • Multimedia messaging

• Presence Services
  • Aggregate with Microsoft OCS
• Integrated Management
  • Told to manage your converged network

Aura Enterprise Edition

• • Builds on Aura Standard Edition

• Advanced Unified Communications
• SIP networking consolidations
• Complete business continuity
• One-X Unified communications
• Works across branches to provide employees with access to a suite of applications
• Deploy mobile and desktop capabilities
• Aura Session Manager
  • Deploy enterprise-wide SIP network
  • Multivendor environment
  • Update your infrastructure over time
  • Feature servers
  • Manage everything through simple Web software
  • Complete call preserving survivability

Equinox ™

The Avaya Equinox™ experience provides businesses with truly mobile experience, with a single interface, which can work across devices.

This keeps all of your communications in one easy-to-use place.

• See your day at a glance snapshot
• Collaborate From Any Web-Based App
• Multimedia messaging
• HD video
• Rich Audio
• In-app UC experiences
• Web collaboration & event streaming
  • Up to 100,000 viewers
• Screen sharing
• Application sharing
• Remote desktop control
• Large-scale conferencing
• Software-based
  • No downloads needed
  • Web RTC
• Mobile client for smartphones
• Available on all Avaya Vantage devices
• 500 calls per meeting
• Up to 7,500 calls
• Office 365
• Salesforce CRM
• Google Apps
• Meeting recording
• Lecture mode
• Multitasking

Avaya equinox is available on mobile phones through the App Store and Google Play and integrates your Mobile, iPhone and iPad with your IP office or Avaya Aura communications system. 

Oceana®

Avaya Oceana® allows businesses to personalise, and track experiences for their customers with their omnichannel solution.

As a business, you need real-time 360º data of your agent-customer interactions, your customer’s satisfaction, as well as their loyalty and Avaya Oceana® provides just that.

• Multi-touch user experience
• Automated chat
• Attribute Matching
• Customer snapshots
  • How did they get to your website/landing page?
• Email link to customers to go back to a pre-existing chat
• Web RTC voice
• Recap of customer interactions
• Add agents to call
• Send SMS to customers
• Customer analytics
• Co-browse session
• Webinars
• Chat simultaneously with customers and other expert agents
• Available on multiple devices

Breeze™

Avaya Breeze™ is a great way to engage your customers, employees, data and markets.

Avaya Breeze™ is a development environment that helps you to interconnect your resources so you can direct and redirect information throughout your business, extract data from conversations, interactions and transactions—all without the need for particular programming expertise.

Most noteworthy, with Avaya Breeze™, they even offer a 30-day free trial.

• Build communications enabled apps
• Order Snap-in Applications
  • Conferencing
  • Mobile Video
  • Real-time context
  • Call park applications
  • Resource Matching
• Call Monitoring
• Identify high-value customers
• Faster customer service
• Dynamic team formation
  • Throughout global work schedules and time zones
• Automate patient communications for hospitals
• Identify at-risk students for schools

Avaya Breeze Standard Options

• Avaya Breeze™ Client SDK
• Email Connector
• Zang SMS Connector
• Scopia Video
• Equinox Connector

Avaya Breeze Add-Ons

• Breeze™ Client SDK
• Engagement Designer Zang™
• Cloud Avaya Snap-ins
• Boot Camps and Training
• Avaya Installation and Consulting Services

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Avaya’s entire software depends on customer engagement, and retainment, and therefore their customer support is impeccable— their omnichannel support comes across devices: mobile, web, and telephone.

You can also visit their product-specific pages for quick access to manuals, specs, info sheets and more.

Their most exciting customer support system though is the “Ask Ava” knowledge database, which gives you access to solutions and an option to engage Live Agents.

Their sales representatives are available through phone or by chat. As an international company, they have a worldwide number and numbers across several locations internationally which you can contact.

The chat function also allows you to reach their sales representatives directly from their website.

Avaya’s products are contracted at an annual rate.

The contract can go anywhere between 1 year to 4 years, and the longer the agreement, the lower the monthly price.

Score on Gartner Peer Insights:

4/5 Stars

Avaya’s customer reputation is stellar due to their state-of-the-art communications software, most of the ‘negative’ comments are due to

Avaya’s resellers and do not reflect Avaya’s products nor their reputation as a company.

Customers mention a high cost of maintenance and upgrade, nevertheless keep in mind that these are personal opinions.

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Their products are aimed at SMB’s all the way through enterprises.

Avaya’s Telephone systems are flexible and scalable with licensing to build a feature-rich customizable service perfect for any business.

Finally, their telephone systems and software allow businesses to simplify, and mobilise their day-to-day operations.