- Avaya Infinity Platform: An AI-powered CX platform designed for intelligent orchestration and enterprise-scale customer connections.
- Omnichannel Contact Center: Unifies voice, chat, email, social, and digital channels into one seamless agent experience.
- AI Virtual Agents & Assist: Uses AI for self-service, call summaries, transcription, and real-time agent assistance.
- Unified Communications: Cloud calling, messaging, video meetings, and collaboration tools in a single ecosystem.
- Advanced Analytics & Reporting: Real-time and historical insights with customizable dashboards and long-term data retention.
- Hybrid & Cloud Flexibility: Supports on‑prem, private cloud, public cloud, and hybrid deployment models.
Avaya Contact Center
Enterprise contact center and cloud communications platform powered by AI orchestration
Updated March 1, 2026
Avaya Contact Center Overview
Avaya Contact Center Solutions & Cloud Communications deliver enterprise-grade customer and employee experience platforms. Built around the Avaya Infinity Platform, it unifies voice and digital channels, AI-powered orchestration, analytics, and workflows.
Avaya supports hybrid, on‑prem, and cloud deployments, helping large organizations modernize contact centers, improve CX, and scale unified communications securely across global operations.
Key Features
Pricing
Plan |
Price |
Featured |
|---|---|---|
| Core | $20/user/mo (Billed Annually) / $25/user/mo (Billed Monthly) | Unlimited domestic calling, Business SMS & MMS, HD video meetings (100 participants) |
| Advanced | $25/user/mo (Billed Annually) / $30/user/mo (Billed Monthly) | Auto call recording, CRM integrations (Salesforce, HubSpot), Advanced call monitoring |
| Ultra | $35/user/mo (Billed Annually) / $40/user/mo (Billed Monthly) | Custom analytics & reporting, Unlimited storage, AI writing and translation tools |
Price details: https://www.avaya.com/en/products/cloud-office/pricing/
Pros
Competitor |
Pros |
|---|---|
| Genesys Cloud CX | Avaya excels over Genesys in hybrid and on‑prem flexibility, making it ideal for regulated enterprises. Its deep telephony heritage provides superior call quality and reliability, while AI orchestration layers can be added without forcing full cloud migration, reducing risk and preserving existing investments. |
| NICE CXone | Compared to NICE CXone, Avaya offers stronger unified communications and telephony-native capabilities. Organizations benefit from tighter integration between contact center and UC tools, fewer third-party dependencies, and proven scalability for large, complex global deployments. |
| Five9 | Avaya provides more deployment options and enterprise customization than Five9. While Five9 is cloud-first, Avaya supports hybrid architectures, advanced call control, and complex routing needs, making it better suited for organizations transitioning gradually to the cloud. |
| RingCentral | Avaya surpasses RingCentral in advanced contact center depth and AI-driven orchestration. It offers more sophisticated analytics, workflow control, and large-scale reliability, especially for enterprises that require mission-critical voice performance and custom integrations. |
| Nextiva | Compared to Nextiva, Avaya is far more robust for large contact centers and global enterprises. Its platform handles complex routing, compliance needs, and AI-powered orchestration at scale, whereas Nextiva is better suited to SMB-focused use cases. |
Cons
Competitor |
Cons |
|---|---|
| Genesys Cloud CX | Compared to Genesys Cloud CX, Avaya can feel more complex to deploy and manage. Genesys offers a more streamlined, cloud-native experience with faster setup and simpler licensing, which may appeal to organizations without legacy infrastructure. |
| NICE CXone | NICE CXone often delivers more mature out-of-the-box AI analytics and workforce optimization. Avaya may require additional configuration or integrations to match NICE’s advanced WFM and quality management capabilities. |
| Five9 | Five9 is typically easier and faster to adopt for cloud-only teams. Avaya’s enterprise focus, broader feature set, and hybrid options can increase implementation time and administrative overhead for smaller organizations. |
| RingCentral | RingCentral is generally more user-friendly for basic UC needs. Avaya’s interface and configuration options can feel overwhelming for teams seeking simple calling and collaboration without advanced contact center complexity. |
| Nextiva | Nextiva is more cost-effective and simpler for SMBs. Avaya’s pricing, licensing structure, and enterprise-grade focus can be excessive for smaller teams that do not require advanced AI orchestration or hybrid deployments. |
Reviews
- Gartner Review (Rating: 3.9/5): The IVR self-service options, multichannel engagement across voice, SMS, and email, and real-time monitoring dashboards for advisor performance and call reasons earned praise. Several noted the initial setup felt complex and time-consuming, and pricing came across as high for long-term growth. One review also flagged frequent system interruptions and trouble creating tickets for VIP complaints.
- getvoip.com Review: One customer described billing disputes and delays that left phones unconfigured for two months, calling the experience “some sort of scam” and considering BBB involvement. Others had better outcomes, noting Avaya IP Office offered a softphone for mobility and an easy end-user interface, though installation required backend knowledge and occasional restarts to fix issues like no busy-line warning.
- Reddit r/avaya: During migrations to platforms like Five9, some teams admitted they once labeled Avaya as “old/expensive” yet later missed its screenpop functionality. Contributors highlighted a steep learning curve when translating vectors into new call flows and warned about USB driver problems with thin clients and virtual environments.
