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Avaya Review

By Chad Brooks, business.com Writer | Updated Jul 21, 2020

Avaya is a cloud-hosted unified communications system provider that offers multiple services that can serve both small and larger size businesses. Both of its main platforms – Avaya IX Workplace and Avaya Cloud Office – include an array of calling, collaboration and mobile tools. Avaya also offers a complete contact center solution.

Avaya

Avaya

The Best Business Phone Systems of 2020

The Verdict

Avaya is a cloud-hosted unified communications system that offers all the features and tools businesses need in a phone system. It can support businesses of all sizes.

View all of our recommendations for business phone systems on our best picks page. 

Avaya Pricing

Avaya's OneCloud IX Workplace system is available in three service plans – Essential, Business and Power – that differ in price and included features.

The Essential plan is designed for basic users, as well as lobby and break room phones. The Business plan is designed for employees who need a full unified communications platform, while the Power plan is designed for employees who need added UC functionality and who are on the road a lot. 

All of the plans include unlimited calling, a virtual receptionist, ring and hunt groups, after-hours service, HD voice, meetings and collaboration space, and instant messaging. Additionally, all plans include basic calling features like call hold, transfer and forward, caller ID, extension dialing and do-not-disturb options. Here is a breakdown of each plan: 

  • Essential: This plan starts at $19.95 per user, per month. 
  • Business: The Business plan starts at $24.95 per user, per month. This plan includes simultaneous ringing; a softphone; call recording; a receptionist console; standard call reporting; and integrations with Salesforce, Google, and Skype for Business. 
  • Power: This plan starts $34.95 per user, per month. It includes everything in the Business plan plus direct video calling and advanced analytics. 

For each plan, toll-free service with 1,000 minutes is $10 per month. Additional minutes are 4 cents each. You can add on online fax service for another $13 or $35 per month, depending on the fax plan you choose.

Avaya Cloud Office by RingCentral has a similar pricing structure. This platform is available in four service plans: Essentials, Standard, Premium and Ultimate. Pricing for each plan is based on whether you pay month to month or annually and the features and tools you want included in your service. Prices range from $19.99 to $59.99 per user, per month.

Features

Overall, Avaya's IX Workplace offers a wide selection of features and tools, including virtual receptionists, caller ID, the ability to put calls on hold, call forwarding, call parking, extension dialing, do not disturb, ring and hunt groups, after-hours service, instant messaging, call recording, and online fax service. 

There are several collaborative features that businesses in search of a unified communications system will find valuable, including direct video calling, instant messaging, and a meeting space that allows employees to communicate with each other in real time via voice, chat or video. 

Employees can connect to the system from a wide range of devices, besides their telephones. The system is compatible with Windows and Mac computers as well as iOS and Android mobile devices. 

Businesses wanting to tack on contact services to their system have access to an entire suite of added features. These include call routing, IVRs, quality management and coaching tools, and call center reporting. 

Avaya Cloud Office offers many of the same features and tools. All of the plans include unlimited calling, unlimited business text messaging, voicemail-to-text, team messaging, document sharing and 24/7 support. Advanced features in upgraded plans include online faxing, integrations with Office 365, G Suite and Salesforce, and automatic call recording.

The video conferencing supports up to 200 users at one time, while the conferencing calling bridge can support calls with up to 1,000 users at a time.

Avaya Pros

Avaya offers a robust cloud-hosted VoIP unified communications system. Since it is hosted in the cloud, there is no special equipment to install, and Avaya handles all maintenance and upgrades. 

When you buy phones from Avaya, they come preconfigured, and are plug and play, ready to use as soon as they arrive. Avaya's IX Workplace can support anywhere from four to 400 users. Avaya Cloud Office can host anywhere from two to more than 1,000 users.

One benefit of Avaya Workplace IX is that businesses have the option of it being hosted in the public cloud, a private cloud space or a hybrid option. This helps ensure businesses get the level of security they are looking for. Not all cloud-hosted providers offer this option.

Both systems are managed in an online portal. From the web manager, administrators can quickly add and remove users. It makes setting up the system an easy process. 

Avaya Cons 

One downside of Avaya that we ran into was its customer support team. We tried on numerous occasions and via multiple channels to reach an Avaya representative and came up empty each time. It was disappointing that we were unable to reach someone by phone or live chat, and our email went unreturned. 

Another minor negative is the added cost of the online fax service with the Workplace IX platform. Many phone system providers, as well as the Cloud Office platform, include this service at no additional cost.

Customer Support

Avaya offers several ways to connect with its support team. You can reach out by phone or live chat. You can also fill out an online help ticket for help in resolving issues you are experiencing. 

Besides getting live help from a support agent, Avaya has several helpful support materials on its website. This includes answers to frequently asked questions and user guides. 

Avaya is not an accredited member of the Better Business Bureau and has no rating. According to the BBB, there have not been any complaints filed against the company in the past three years. 

Editor's note: Looking for the right business phone system for your company? Fill out the below questionnaire to have our vendor partners contact you about your needs.

 

Image Credit: scyther5/Getty Images
Avaya

Avaya

The Best Business Phone Systems of 2020

The Verdict

Avaya is a cloud-hosted unified communications system that offers all the features and tools businesses need in a phone system. It can support businesses of all sizes.

Chad Brooks: Staff
Chad Brooks,
business.com Writer
See Chad's Profile
Chad Brooks is a Chicago-based writer and editor who has spent more than 20 years in media. A 1998 journalism graduate of Indiana University, Chad began his career with Business News Daily in 2011 as a freelance writer. In 2014, he joined the staff full time as a senior writer. Before Business News Daily, Chad spent nearly a decade as a staff reporter for the Daily Herald in suburban Chicago, covering a wide array of topics including local and state government, crime, the legal system and education. Chad has also worked on the other side of the media industry, promoting small businesses throughout the United States for two years in a public relations role. His first book, How to Start a Home-Based App Development Business, was published in 2014.