In a Nutshell
- Out-of-the-box and flexible integration with your biz apps
- Multi-device support with easy switching
- Artificial intelligence-based technology for better customer exp
- Variety of options make it confusing for new customers
- In-house products can be more expensive than competitors
Avaya is anything but your typical business VoIP provider. True, it does have a phone call management element. But a CCaaS by nature, Avaya has gone way beyond the traditional feature set for this niche, expanding its offerings to a company-wide, full-blown communications system that manages every aspect of communications from internal to external and anything in between. I was very impressed with the breadth and depth of the features on offer from Avaya. Here are a few that really stand out:
- Artificial Intelligence
Avaya is an AI-based system that uses its technology to find problems within your current communications system. It’ll monitor, detect, and report back on how to fix issues to minimize damage. Beyond that, the AI system learns about your customer needs and directs calls accordingly. It also tacks on useful information like context and service options to make the communication smoother and more productive. FYI, the system also has regular software updates, firmware, OS updates, etc., automatically running.
So you can access and utilize the system from any device and from wherever you are. Your teams can even access their Avaya services from around the globe.
- Call management
Avaya excels at call management. This is a tremendous service for your team because it maximizes your staff’s power and efficacy with several intelligently implemented details. For example, the Avaya system will assess the caller’s needs and direct them to the call rep who is best suited to handle that call. It’ll also deliver the call with tips on how to make the most positive user experience.
- Reporting and analytics
Avaya also has an excellent quality analysis feature. It’ll gather information on calls, measure the efficacy and satisfaction levels, and create actionable reports on how to improve or on which teams are excelling.
Of course, Avaya also has most of the advanced features that your standard VoIP company would offer, like multiple auto attendants, auto-dialing, conferencing, voicemail to email, call forwarding, call blocking, and more. But Avaya really takes it to the next level by making the whole process more streamlined for call handlers and personalizing the experience for the customer.
Avaya is easy to integrate with other business apps, including SMS, email, and other collaboration tools. There’s total API access that allows you to keep everything (Avaya + other third-party apps) under a single platform that eliminates annoying switches.
Value for Money
Avaya has over 300 different options, somewhat overwhelming for anyone who is new to the industry. What’s more, you won’t be able to get much pricing information on the website. Instead, you’ll need to contact sales to discuss your options. Ho-hum. According to Avaya, this is because the company tailors your plan to suit your business needs.
You can find pricing plans for the IX workplace plans. There are three options for this service:
All plans come with an Avaya Spaces account, standard telephony features, unlimited nationwide calling, virtual receptionist, ring and hunt groups, high-def voice services, after-hours service, instant messaging, and meetings and collaboration spaces. Avaya also has several free trial offers. So check those out before you actually pay anything.
Avaya has toll-free add-ons for $10 a month for all plans and extra minutes for $0.04 per minute. There are also other features you can pay extra for, like faxing, auto-transcription, and various international long-distance calling options.
A cloud-based system, Avaya is fully available from any device and any location around the world. That’s a big perk for this company. You can even switch easily from your mobile device to desktop or vice-versa mid-call without interruption.
Avaya is highly customizable, making it easy to scale up or down depending on your business needs at the time. It can handle anywhere from 2 to 1000+ users depending on the service and the plan you sign up for.
Ease of Setup & Management
One downside to this service is, ironically, its strongest point. I’ll say this. Avaya is very easy to set up. Since it’s a cloud-based system, there are no wires or connections to worry about. But that’s when things start to get tricky. With so many features, options, and tools, Avaya can get very confusing very fast if you're not used to CCaaS platforms. Initially, you’re going to need to dedicate some time to get to know the system, learn the different features, and play around with the options you want to implement. This isn’t necessarily a bad thing. But it’s worth noting that this isn’t a set-and-forget type of system (at least not initially so).
The good news is there’s a lot of help available, including a community forum, help center, and videos.
Avaya uses its own equipment as a way of trying to protect its customers from shoddy replacements. The good news is that the company has a ton of options, from wireless handsets to conference phones, headsets, IP phones, and full room systems. You can also connect some of your existing devices to the system if you want more flexibility and savings.
Avaya Customer Service
Avaya has phone and email support, as well as technical support agents available to help. In addition, there’s a large FAQ section on the website. You can also get customer and partner training from this company, and Avaya also has a support forum and documentation center.
United Arab Emirates: +971 4 404 8100
Worldwide: +1 908 953 6000
US: 1-866-GO-AVAYA - Prompt 2
International VoIP Calls
Avaya supports international VoIP calls, albeit that the company is not brilliantly forthcoming with this information. For that matter, unless you’re willing to dig pretty deep into the website, you’ll need to speak to a representative to find out any info regarding plans, etc. But you can get international calling with multiple exchange codes at varying rates, depending on which areas of the world you are calling to and from.
One thing I loved about Avaya is how seamlessly it worked across all platforms. You can literally take your work anywhere, and no one will be the wiser. The unified system includes team collaboration (meetings and conferencing too), call handling, cross-device management, basically creating a fully connected environment.
Avaya has taken a good thing and made it leagues better. Using artificial intelligence to turbo-charge results, Avaya provides a feature-rich platform with outstanding solutions, including pre-emptive troubleshooting, real-time data and tips, and cloud-based accessibility. While on the pricier side of the spectrum, Avaya certainly gives you plenty of functionality and expertise for your money.