Avaya phone systems review – Prices, features and value explained

When considering a new phone system for your business, Avaya stands out as a well-known provider, trusted globally for its comprehensive communication solutions. With a suite of options ranging from cloud-based systems to on-premises solutions, Avaya aims to support businesses of all sizes. But is it the right choice for your needs? This review will delve into Avaya key features, costs, and other critical factors to help you make an informed decision.

Key features of Avaya phone systems

Avaya’s phone systems are designed to cater to diverse business communication needs, integrating a range of modern features for effective and efficient collaboration. Here are some of the standout capabilities:

1. Unified Communications (UC) – Avaya’s UC solutions integrate voice, video, messaging, conferencing, and collaboration tools into a single platform. This allows employees to communicate seamlessly across multiple devices, enhancing productivity and flexibility for remote and in-office staff alike.
2. Avaya Cloud Office (ACO) – ACO is Avaya’s cloud-based solution, developed in collaboration with RingCentral. This product offers a comprehensive suite of communication tools, including voice calling, video conferencing, and messaging. Designed to support hybrid and remote work, ACO allows users to access their business phone system from any device with an internet connection.
3. Contact Centre Solutions – Avaya provides powerful tools for businesses with customer service centres, including call routing, customer interaction tracking, and analytics. The call centre solutions are highly customisable, allowing organisations to tailor the solution to fit their customer experience needs.
4. AI-powered Tools – Avaya integrates artificial intelligence into its systems to offer real-time transcription, sentiment analysis, and virtual assistants. These features can enhance customer service by offering insights into customer interactions and enabling businesses to respond proactively.
5. Scalability – Whether your business is a small start-up or a large enterprise, Avaya’s solutions are designed to scale. Businesses can easily add or remove users as required, adapting to their changing needs without significant disruption.
6. Mobility – With mobile applications and device-agnostic access, Avaya supports a mobile workforce. Employees can make and receive calls, chat, and join meetings on their mobile devices with the same capabilities as they would on a desktop.
7. On-premises and Hybrid Options – Avaya continues to offer on-premises systems for businesses that prefer direct control over their infrastructure. Additionally, hybrid solutions provide a balance, allowing businesses to keep certain components on-premises while leveraging cloud services for enhanced flexibility.

Pricing of Avaya phone systems

Avaya’s pricing structure varies significantly depending on the type of system, features, and deployment model (cloud-based, on-premises, or hybrid). Below is an outline of what businesses can expect:

1. Avaya Cloud Office – Pricing for ACO starts at approximately £15-£20 per user per month for essential features like unlimited calling and SMS in the UK. Higher-tier plans offer advanced features, such as multi-level auto-attendants, video conferencing with up to 200 participants, and detailed analytics. Premium plans typically range from £30-£50 per user per month, ideal for businesses with more extensive collaboration and reporting needs.
2. Contact Centre Solutions – Avaya’s contact centre solutions are usually priced per user and vary depending on the level of customisation and features needed. Basic plans start at around £50 per user per month but can go upwards of £100 per user monthly for advanced features like predictive analytics, AI tools, and CRM integration.
3. On-premises Solutions – Avaya’s on-premises systems, such as IP Office, require an upfront investment that varies based on the hardware and software needed. The initial cost can be high, as it includes expenses for hardware, installation, and maintenance. While prices fluctuate widely, businesses can expect to invest £1,000 or more per user for a robust on-premises setup. Ongoing maintenance and upgrades can also add to the total cost.
4. Hybrid Solutions – Hybrid pricing typically involves a mix of upfront costs for the on-premises component and subscription fees for cloud services. This is a flexible option for businesses transitioning to the cloud gradually or with specific compliance needs.

Pros – What we like about Avaya

1. Reliability and reputation – Avaya has a long-standing reputation for reliable business communication solutions. Their products are trusted by many global organisations, and they have a proven track record of providing consistent and secure service.
2. Customisation – Avaya’s solutions are highly customisable, allowing businesses to tailor the system to meet specific needs, which is especially beneficial for those with unique workflows or requirements.
3. Comprehensive support and training – Avaya offers extensive support options, including 24/7 customer service and a wealth of training materials. Their resources help businesses implement and make the most of the system efficiently.
4. Security – Security is a priority for Avaya, particularly with features like encrypted communications and built-in compliance with data protection regulations. This is crucial for industries that handle sensitive information.

Cons – Potential drawbacks of Avaya

1. Higher cost for advanced features – Avaya’s feature-rich systems come with a relatively high price tag compared to some smaller providers, especially if you require advanced tools like AI-powered analytics or custom integrations.
2. Complexity for small businesses – Smaller organisations may find Avaya’s comprehensive solutions to be more than they need, both in terms of features and cost. Many of Avaya’s systems are designed with large or complex organisations in mind, which may not be suitable for all SMEs.
3. Commitment to RingCentral for cloud services – Avaya’s partnership with RingCentral means that the Avaya Cloud Office essentially relies on RingCentral’s platform. While this collaboration brings significant capabilities, businesses seeking an independent Avaya cloud service may find this limiting.

Avaya reviews and ratings

Here is an overview of Avaya’s recent ratings across major review platforms:

1. TrustPilot: Avaya has a relatively low score on TrustPilot, where users often cite issues with customer service responsiveness and system complexity, though exact scores are not always available for specific business phone solutions.
2. Capterra: Avaya Cloud Office (ACO) holds a rating of around 4 out of 5, with users appreciating the system’s reliability and flexibility. However, some users highlight the steep learning curve and report high costs for advanced features. Specific ratings from reviews range from 3 to 5 for various aspects such as ease of use and value for money, with an average likelihood to recommend near 70% to 90% depending on the setup.
3. TrustRadius: For Avaya’s IP Office and UCaaS offerings, the average ratings hover around 6 to 8 out of 10, depending on feature use. Call features and reliability are generally well-rated, though some users express frustration with the mobile client’s stability. TrustRadius gives a general score of around 7 for Avaya’s business systems, particularly highlighting the unified communications capabilities, though noting limited flexibility in certain mobile applications.
4. ConsumersAdvocate.org: Avaya has an overall score of 4.1 out of 5, with strong marks for its extensive features (5.0/5) and customer support (4.8/5). Integration capabilities score around 4.3 out of 5, showcasing its adaptability with platforms like Microsoft Office and Salesforce. The technology rating is lower at 3.5/5, reflecting some issues with complexity and service costs, suggesting Avaya’s solutions may best suit medium to large enterprises.

These ratings indicate that while Avaya’s phone systems are well-regarded for functionality and support, cost and complexity may be drawbacks for smaller or less tech-heavy organisations.

Review – Is Avaya the right choice for your business?

Choosing Avaya depends largely on the unique needs and scale of your business. For larger organisations with complex communication requirements, or those that need advanced contact centre features, Avaya’s systems provide a robust and flexible solution.

The high degree of customisation and scalability can accommodate growth and evolving needs, making Avaya a strong long-term partner for businesses aiming to stay at the forefront of communication technology.

For small to medium-sized businesses, Avaya may still be a good choice if the advanced features align with their goals.

However, it may not be cost-effective for those with simpler requirements, in which case other providers with more affordable, streamlined systems might be more appropriate.

Final thoughts – Avaya review

Avaya’s comprehensive suite of communication solutions offers scalability, security, and advanced features, ideal for businesses with complex or large-scale needs.

While the cost might be prohibitive for smaller companies, organisations that prioritise customisation, flexibility, and future growth will find value in Avaya’s offerings.

In summary, Avaya is a reliable, feature-rich solution that is well-suited for medium to large enterprises, particularly those that place a premium on seamless communication, customisation, and cutting-edge technology.

Comparisons

• Avaya vs 3CX
• Avaya vs Microsoft Teams
• Avaya vs Mitel
• Avaya vs RingCentral
• Avaya vs Zoom

FAQ – Avaya review