- Enterprise-grade voice, video, and messaging
- Advanced contact center and omnichannel routing
- On‑premise, cloud, and hybrid deployment options
- High availability and global scalability
- Deep customization and API integrations
- Strong security and compliance features
- Legacy PBX and modern UC support
Avaya
Enterprise-grade unified communications and contact center platform for large organizations
Updated February 27, 2026
Avaya Overview
Avaya is a long-established enterprise communications provider offering unified communications (UCaaS), contact center (CCaaS), and collaboration solutions. Known for reliability and scalability, Avaya supports complex voice, video, messaging, and customer engagement needs across on‑premise, hybrid, and cloud environments.
It is widely used by large enterprises and government organizations requiring advanced call handling, customization, and global deployment capabilities.
Key Features
Pricing
| Plan | Price |
|---|---|
| Core | $20/user/month (Annual) / $25/user/month (Monthly) |
| Advanced | $25/user/month (Annual) / $30/user/month (Monthly) |
| Ultra | $35/user/month (Annual) / $40/user/month (Monthly) |
Price details: https://www.avaya.com/en/products/cloud-office/pricing/
Pros
Competitor |
Pros |
|---|---|
| RingCentral | Compared to RingCentral, Avaya offers deeper enterprise-grade contact center capabilities and long-standing telephony expertise. Avaya’s Infinity Platform emphasizes AI-driven orchestration across voice and digital channels, making it better suited for complex, large-scale environments with hybrid or legacy infrastructure requirements. |
| Genesys | Against Genesys, Avaya stands out for customers needing flexible deployment models, including on-prem, private cloud, and hybrid. This makes Avaya attractive for regulated industries that cannot move fully to public cloud while still wanting advanced AI, analytics, and omnichannel CX features. |
| NICE CXone | Compared to NICE CXone, Avaya provides stronger native telephony integration and hardware support, which reduces reliance on third-party voice stacks. Enterprises with existing Avaya voice investments benefit from smoother migration paths and lower disruption when modernizing CX capabilities. |
| Cisco Webex | Versus Cisco Webex, Avaya delivers more specialized contact center depth, particularly in routing, orchestration, and workforce workflows. Avaya’s focus on CX transformation goes beyond collaboration, making it more suitable for organizations where contact centers are mission-critical rather than an extension of UC. |
| Five9 | Relative to Five9, Avaya offers broader enterprise communications coverage by combining unified communications and contact center solutions under one ecosystem. This integrated approach simplifies vendor management and supports large global deployments requiring advanced governance, security, and customization. |
Cons
Competitor |
Cons |
|---|---|
| RingCentral | Compared to RingCentral, Avaya can feel more complex to deploy and manage, particularly for small or mid-sized businesses. RingCentral’s simpler setup and more intuitive admin experience may appeal to teams without dedicated IT or telecom specialists. |
| Genesys | Against Genesys Cloud, Avaya’s cloud-native experience may feel less streamlined for organizations seeking a pure SaaS model. Genesys often leads in rapid innovation cycles and unified cloud architecture, whereas Avaya still balances legacy and modern platform approaches. |
| NICE CXone | Compared to NICE CXone, Avaya’s AI and analytics capabilities may require more customization to match NICE’s out-of-the-box workforce optimization and reporting depth. This can increase implementation time and reliance on professional services for advanced use cases. |
| Cisco Webex | Versus Cisco Webex, Avaya may lag in broader collaboration mindshare and ecosystem adoption. Cisco’s tight integration with networking hardware and enterprise IT stacks can make Webex more attractive for organizations already standardized on Cisco infrastructure. |
| Five9 | Relative to Five9, Avaya is generally perceived as less SMB-friendly in pricing and complexity. Five9’s cloud-first design and faster onboarding may better suit agile teams, while Avaya is often better aligned with large enterprises and long-term CX transformation projects. |
Reviews
- Gartner Review (Rating: 4.2/5): One reviewer highlighted how Avaya Aura Communication Manager makes it “easy to create station” and set up call forwarding through Site Administrator, and praised the trace feature plus responsive support. Another user liked the solid telephony capabilities but criticized confusing upgrade and patch instructions and felt support focused more on avoiding responsibility than fixing issues.
- Trustpilot Review (Rating: 2.5/5): A highly critical reviewer slammed Avaya for “poor support,” “outdated” and “very expensive” VoIP and networking products, and technicians who “do not even know their own platform.” In contrast, another customer who used the service for two years called it “great service” yet reported long response delays because support operates from the USA.
- G2 Review (Rating: 4.2/5): A validated reviewer titled their feedback “Automation of communications and impeccable ease of use” and applauded Avaya Communications APIs for automating workflows while keeping the platform straightforward to operate.
- Software Advice Review (Rating: 4.4/5): Several users said Avaya UCaaS delivers dependable communication and good call quality, and they valued features like voicemail transcription, speed dials, and quick access to daily call logs. Others pointed out that the interface feels “a bit outdated and slow” and described frustrations when the system randomly changes audio or headset settings during login.
