Avaya is a global telecommunications and data company providing voice, internet, networking, and managed services for industries such as banking, insurance, hotels and lodging, healthcare and education verticals as well as state, local, and federal government subsidiaries. The attraction for enterprise-sized companies is the ability to effortlessly scale from a few hundred to a few thousand seats with little or no CAPEX.
Size of business served
Avaya’s business phone service can provide solutions for small and medium companies experiencing fast growth, but focuses on mid-sized to enterprise companies with a range of offerings that span voice, internet, and unified communications as well as contact and call center support.
Avaya offers a variety of services but does not publish any set plans or packages. The company’s two main products are the Avaya IP Office and Avaya Aura platforms; software packages that enable small or large businesses to expand and unify communications on private cloud or fully hosted VoIP connections.
IP Office is for small to medium businesses and allows support for five users all the way up to 200 seats. It offers voice, video, and mobile options as well as flexible deployment models that can integrate with existing infrastructure. Voice can be implemented then multi-media channels added as business growth demands.
Avaya Aura is designed for mid-market and enterprise companies. Up to 250,000 endpoints can be connected, and Avaya offers hardware, software, and customized scalability across locations for a network that is accessible by any user from anywhere.
Avaya advertises over 700 features to choose from as well as specialized CRM solutions. There is no data available on how quickly a system can be deployed, but softphone and desktop phones are both compatible and most numbers can be ported.
In addition to softphone integration and mobile compatibility, Avaya offers a full range of desktop phones, conference phones, and wireless phones to complete their unified communications systems. Avaya advertises “OmniSound” technology and promises exceptional HD voice on all models and crystal clear video on enabled devices
“Collaboration stations” permit multimedia device use and additional hardware can be purchased depending on size of company, number of locations, and services required. Media stations provide ease of mobile integration and the ability to multi task even without a dedicated desktop PC and phone.
Avaya promises “cost-effective” solutions with “little or no upfront costs” but does not specify whether equipment is leased, lease to own, or purchase only. The company does imply that customer side equipment, if compatible, can be used with Avaya business phone service.
Avaya support includes a comprehensive support site accessible form all devices at any hour, for filing support tickets, checking on requests, and more. An auto attendant is available as well as live agents on chat, web talk, and screen sharing sessions.
A support help page, support forums, and even a management escalation process exist for those seeking further help; there are multiple dedicated phone numbers to address various support related issues, and videos and tips are also available for training purposes. The service level agreement guarantees 99.999% availability.
Avaya business phone features are not individually listed on the website, but the company advertises over 700 features in total can be integrated into services provided. Various mentions are made of specific services, most of which are designed to enhance unified communications and/or improve customer experience.
Included are call priority, skills-based routing, ring groups, call transfer, auto attendant, directory, call routing via IVR, call recording, remote worker, messaging, audio/video/web-based conferencing, mobile and desktop-based presence, and internal CRM capability.
Basic features such as caller ID, call waiting, call hold, call pickup, selective call blocking, and more are also available. Voicemail to email, find-me-follow-me and compatibility with those who bring their own devices is enabled with mobile integration.
Avaya provides support for hybrid, cloud, hosted and private networks. Those with their own PBX can enjoy benefits of cloud computing and others wishing to shift completely into hosted networks can become free of the expense of a full IT staff and costly on-premise equipment.
Built in redundancy eliminates single points of failure, and service is maintained even when local conditions force closing of specific locations. E911 service is applicable under VoIP standards, meaning that devices that can be moved from location to location may not render accurate information to emergency services unless the device is compatible and its location has been registered.
Quality and reliability
Avaya advertises five figure reliability and a 99.999% uptime for properly configured networks. A full support team of trained technical staff is available to resolve issues, and Avaya monitors the networks continually to reduce packet loss and jitter.
Customer-side control of distributed bandwidth means every call and video conference can provide a clear, high-quality experience. Detailed call logs and histories make monitoring and reporting simple and administration is easy with a portal and login that can be accessed from home, work, or on the road.
There is no specific information about platforms supported by Avaya’s advertised CRM capability, but the company indicates hefty solutions for consumer tracking, email integration, and compatibility with other platforms. Users can access customer information with the touch of a button and use it to make each interaction personalized and successful.
Pricing is on a utility model basis—for example, per user/per month—and often can include no upfront payments or capital expenditure purchases. Private cloud or dedicated hosted options have a pay-as-you-go model.
No specifics about plans or pricing are available on the site. An agent must be contacted for a customized offering and quote to be delivered.