Avaya Review

Chad Brooks
business.com writer
Dec 05, 2019
Image Credit: scyther5/Getty Images

Avaya IX is a cloud-hosted unified communications system that can serve thousands of employees and includes a wide array of calling, collaboration and mobile tools. The system's service plans allow businesses to designate which employees can access which features. Avaya also offers a complete contact center solution. 



The Best Business Phone Systems of 2020

The Verdict

Avaya IX Workplace is a cloud-hosted unified communications system that offers all the features and tools businesses need in a phone system. It has platforms to support thousands of employees.

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 built 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 costs $19.95 per user, per month.
  • Business: The Business plan is $24.95 per user, per month. This plan also 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 is $34.95 per user, per month. It includes everything in the Business plan plus direct video calling and advanced analytics. 

Prices can drop depending on the number of users you have. 

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 offers users credits toward free phones depending on the length of contract they sign. 

For businesses in need of contact center services, Avaya offers two service plans: The basic plan is $109 per user, per month, while the advanced plan is $129 per user, per month. 

Ease of Use 

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. 

With this system, businesses have the option of it being hosted in the public cloud, a private cloud space or a hybrid option. This helps ensure businesses can have the level of security they are looking for. 

The entire system is 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. 

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. 

Customer Support

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

Besides getting live help from a support agent, Avaya has a number of 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.




The Best Business Phone Systems of 2020

The Verdict

Avaya IX Workplace is a cloud-hosted unified communications system that offers all the features and tools businesses need in a phone system. It has platforms to support thousands of employees.

Chad Brooks
Chad Brooks
Chad Brooks is a Chicago-based writer with more than 20 years of media experience. A graduate of Indiana University, Chad began his career with Business News Daily in 2011 as a freelance writer. In 2014, he joined the staff as a senior writer. Currently, Chad covers a wide range of B2B products and services, including business phone systems, time and attendance systems, payroll services, and conference call services. Before joining Business News Daily and business.com, Chad spent nearly a decade as a staff reporter for the Daily Herald in suburban Chicago. Chad's first book, "How to Start a Home-Based App Development Business," was published in 2014. He lives with his wife and daughter in the Chicago suburbs.