Avaya

What is Avaya

Avaya is a provider of enterprise communications systems covering unified communications (UC), contact center platforms, and programmable communications. The company offers both cloud-based and on-premises products that support voice, video, messaging, contact center routing, and programmable telephony. Avaya’s portfolio is commonly packaged under product families such as Avaya OneCloud, Avaya Cloud Office, Avaya IP Office, and Avaya Contact Center solutions.

Avaya has a long history in telephony and enterprise communications, and its current product approach combines traditional PBX capabilities (SIP trunks, on-premises PBX, and session border controllers) with cloud-native services (UCaaS and CCaaS) and developer-facing APIs. This mix lets organizations migrate gradually, choose hybrid deployments, or run fully cloud-hosted communications depending on regulatory and operational needs.

Typical Avaya customers include contact centers, large enterprises with distributed workforces, hospitality and healthcare providers requiring integrated telephony with vertical systems, and service providers reselling communications services. Avaya also maintains a developer and partner ecosystem for integrations, certifications, and bespoke solutions.

Avaya features

What does Avaya do?

Avaya provides a broad set of communications features that span user collaboration, contact center operations, and programmable communications. Key capabilities include:

• Multichannel contact routing: voice, email, chat, messaging, social channels, and SMS with skills-based routing, IVR, and automated queuing.
• Enterprise telephony: SIP-based calling, call control, voicemail, call recording, and session management for large deployments.
• Meetings and collaboration: audio and video conferencing, team messaging, presence, and desktop sharing across desktop and mobile clients.
• Cloud and on-premises deployment options: UCaaS, CCaaS, hybrid models, and traditional on-prem PBX solutions.
• Programmable communications and APIs: CPaaS tools, SDKs, webhooks, and workflows for embedding voice, SMS, and video into business applications.
• Analytics and reporting: real-time dashboards, historical reporting, quality-of-service metrics, and workforce optimization tools.
• Security and compliance: encryption for transport and data at rest, role-based access controls, SSO integration, and certifications suitable for regulated industries.

Avaya packages these capabilities for specific operational needs: unified communications for employees, contact-center suites for service operations, and developer platforms for custom communications functionality.

Avaya pricing

Avaya offers these pricing plans:

• Free Plan: $0/month (limited trial or promotional offers for new Cloud Office users)
• Starter: $15/month per user (billed annually) — core cloud calling, basic messaging, and standard support
• Professional: $25/month per user (billed annually) — advanced collaboration, larger meeting capacity, and business integrations
• Enterprise: $35/month per user (billed annually) — full contact center features, advanced security, and premium support

These tiers reflect common packaging for Avaya’s cloud-hosted communications offerings; larger deployments and feature-rich contact center solutions are typically quoted on a per-deal basis with volume discounts, add-on modules, and professional services. Check Avaya Cloud Office pricing tiers on Avaya’s site for the latest rates and enterprise options: view Avaya Cloud Office pricing tiers (https://www.avaya.com/en/products/cloud-office/).

How much is avaya per month

Avaya starts at $15/month per user when billed annually for an entry-level cloud calling plan. Monthly billing options, additional seats, add-on services (contact center, call recording, analytics), and premium support increase the per-user monthly cost.

How much is avaya per year

Avaya costs $180/year per user for the Starter plan when billed annually at $15/month. For fuller-featured bundles, Avaya’s Professional plan at $25/month equates to $300/year per user, and Enterprise packages are typically $420+/year per user depending on negotiated terms and add-ons.

How much is avaya in general

Avaya pricing ranges from $0 to $35+/month per user. Entry-level cloud calling plans and trials are available at the low end, while full contact center or enterprise UC suites with premium support, advanced analytics, and regulatory features can exceed $35/month per user. Large enterprises commonly buy custom-priced bundles that include professional services, onboarding, and multi-year contracts.

What is avaya used for

Avaya is used to provide enterprise-grade voice, video, and messaging services for employees, and to operate contact centers that handle customer interactions across channels. Organizations use Avaya for:

• Replacing or modernizing legacy PBX systems with SIP or cloud-hosted phone systems.
• Running contact centers that require multichannel routing, workforce management, and quality monitoring.
• Providing secure remote and hybrid work communications including softphones, mobile clients, and web conferencing.
• Integrating telephony with CRM, ticketing, and vertical systems (e.g., property management in hospitality or EHRs in healthcare).

Operational benefits include centralized management of communications, capacity to scale call handling for peak demand, and APIs for embedding communications into business processes such as appointment reminders, two-factor authentication, and automated notifications.

Typical deployment scenarios include a regional hospital integrating Avaya contact center with patient scheduling systems, a retail chain enabling centralized customer support across chat and voice, or a financial services firm deploying Avaya OneCloud with strict security and compliance controls.

Pros and cons of avaya

Pros:

• Broad product portfolio: Avaya spans UC, CC, CPaaS, and on-premises PBX options, which helps organizations unify procurement and operations across communications needs.
• Flexible deployment: cloud, on-premises, and hybrid architectures allow compliance with data residency and latency requirements.
• Enterprise features: advanced contact center capabilities, detailed analytics, workforce optimization, and high-availability telephony.
• Developer ecosystem: APIs, SDKs, and platform tools support custom integrations and automation.

Cons:

• Pricing complexity: enterprise deals, modules, and add-ons can make total cost of ownership hard to estimate without vendor engagement.
• Migration effort: organizations moving from legacy Avaya systems or other PBXs may need significant planning for SIP trunks, handsets, and integration work.
• Competitive landscape: many cloud-native UCaaS and CCaaS vendors offer simpler onboarding and lower entry pricing for small teams.
• Perception of legacy: some buyers perceive Avaya as a traditional telephony vendor and evaluate cloud-native alternatives for rapid feature changes.

Choosing Avaya is often a decision based on feature completeness, existing Avaya infrastructure, and the need for enterprise-grade contact center reliability rather than lowest initial price.

Avaya free trial

Avaya commonly provides trials and evaluation programs for its cloud offerings such as Avaya Cloud Office and parts of the OneCloud portfolio. These trials let IT teams evaluate basic calling, messaging, and conferencing features for a limited number of users for a set period. Trials typically include web-based provisioning and a subset of administration controls so teams can validate device compatibility and call quality.

For contact center products, Avaya usually offers demos, sandbox access, or limited-time trial environments. These let contact center managers test routing rules, IVR flows, and reporting dashboards before committing to a full deployment. Trials for CCaaS modules may require interaction with a sales engineer to configure sample queues and channels.

To sign up or request evaluation access, view Avaya’s trial and demo options on the Avaya Cloud Office page or contact an authorized Avaya partner for a guided proof-of-concept: explore Avaya Cloud Office trial options (https://www.avaya.com/en/products/cloud-office/).

Is avaya free

Avaya does not generally offer a permanently free tier for enterprise services, but trial and limited evaluation options are available. Small promotional or trial offers may be offered periodically for cloud office products, but production-grade UC and contact center features are billed services. Organizations planning pilots should contact Avaya or a certified partner to confirm trial availability and any temporary promotional pricing.

Avaya API

Avaya provides a range of API and developer resources for programmable communications, integration, and automation. The developer-facing components include CPaaS-style APIs (voice, messaging, SMS), Avaya Breeze platform capabilities for embedding real-time communications into applications, and REST-based management APIs for provisioning and reporting.

Key developer features and protocols:

• REST APIs for provisioning users, managing devices, and retrieving analytics and reporting data.
• Webhook/event models to stream real‑time contact center events (calls, queue updates, agent state changes) to third‑party systems.
• SDKs and client libraries for building softphones and in-app voice/video experiences (WebRTC support in browser-based clients).
• SIP, RTP, and standard telephony protocols for session management and interop with SIP trunks and SBCs.
• Integrations with CRM platforms using connector modules or API-based synchronization.

Developers can find documentation, SDK downloads, and API references on Avaya’s developer portal. That portal includes code samples, quick-start guides, and details on registering apps and obtaining API credentials: visit Avaya’s developer portal for API documentation and SDKs (https://www.avaya.com/en/developers/).

10 Avaya alternatives

• RingCentral — Cloud-first UCaaS with integrated phone, video meetings, and contact center options; strong app marketplace and rapid onboarding.
• Cisco Webex — Enterprise telephony and meeting platform with deep networking and security integration for large organizations.
• Zoom — Video-first collaboration with Zoom Phone and contact center options; known for ease of use for meetings and web conferencing.
• Microsoft Teams — Collaboration platform integrated with Office 365, offering calling and telephony through Microsoft Phone System and third-party operators.
• Five9 — Cloud contact center specialist focusing on CCaaS with omnichannel routing and AI-driven automation.
• Genesys Cloud — Comprehensive CCaaS platform with advanced routing, AI, and analytics for customer experience teams.
• 8x8 — All-in-one UCaaS and CCaaS provider with global PSTN coverage and integrated analytics.
• Mitel — Traditional PBX and cloud communications vendor with both on-premises and cloud offerings for mid-market and enterprise.
• Vonage Business Communications — Cloud communications with developer APIs and contact center integrations for SMBs and mid-size customers.
• Alvaria — Contact center software with workforce management and analytics capabilities.

Paid alternatives to Avaya

• RingCentral: Cloud phone system, meetings, and contact center; simple per-user billing and robust integrations with business apps.
• Cisco Webex: Enterprise telephony, conferencing, and secure network integration; commonly used where Cisco networking is already deployed.
• Zoom: Phone and contact center add-ons paired with market-leading video conferencing experiences.
• Microsoft Teams: Calling plans through Microsoft 365, deep Office integration, and large enterprise identity management support.
• Genesys Cloud: Feature-rich CCaaS platform emphasizing AI, routing, and analytics for customer experience professionals.

Open source alternatives to Avaya

• Asterisk: Widely used open source PBX engine that provides telephony functionality, SIP support, IVR, and call routing — suitable for custom builds.
• FreeSWITCH: Scalable telephony platform used to build softswitches, conferencing systems, and SBC-like functionality.
• Jitsi: Open source video conferencing server and clients with WebRTC support for self-hosted meeting solutions.
• BigBlueButton: Web conferencing system targeted at online learning but usable for simple conferencing needs.
• Kamailio: Open source SIP server used for SIP routing, registration, load balancing, and as a high-performance signaling layer.

Frequently asked questions about Avaya

What is Avaya used for?

Avaya is used for enterprise telephony, unified communications, and contact center operations. Organizations deploy Avaya to manage employee calling and conferencing, handle customer interactions across voice and digital channels, and integrate telephony with business systems like CRM and workforce management.

Does Avaya offer a cloud phone system?

Yes, Avaya provides cloud phone systems through Avaya Cloud Office and OneCloud services. These offerings provide UCaaS features such as calling, messaging, meetings, and admin portals; they are available as subscription plans and can be deployed in fully cloud or hybrid models.

How much does Avaya cost per user?

Avaya starts at $15/month per user for entry-level cloud calling when billed annually, with Professional and Enterprise packages priced higher depending on features and contact center requirements. Large-scale or contact-center deployments typically require custom quotes that include provisioning and support.

Is there a free version of Avaya?

Avaya does not generally offer a permanent free tier, but trial and limited evaluation options are available. Cloud Office trials and demo environments let teams test core features for a short period before purchasing.

Can Avaya be used as a contact center solution?

Yes, Avaya offers comprehensive contact center platforms. Avaya’s contact center products deliver omnichannel routing, IVR, workforce optimization, recording, and analytics designed for both cloud and on-premises operations.

What integrations does Avaya support?

Avaya supports integrations with CRM, ticketing, and business applications via native connectors and APIs. Common integrations include Salesforce, Microsoft Dynamics, and custom middleware built against Avaya’s REST APIs and webhooks to synchronize contacts, calls, and agent states.

Does Avaya provide APIs for developers?

Yes, Avaya publishes REST APIs, SDKs, and developer tools. The Avaya developer portal offers documentation for CPaaS capabilities, provisioning APIs, event webhooks, and client SDKs for building custom telephony and in-app voice/video features.

Can Avaya work with SIP trunks and third-party carriers?

Yes, Avaya supports SIP trunking and interoperability with third-party carriers. The platform uses standard SIP, RTP, and SBCs for secure session management and can be configured with carrier trunks or Avaya-provided connectivity.

How secure is Avaya?

Avaya implements enterprise security practices including encryption, role-based access, and compliance controls. Security features vary by product and plan but typically include TLS/SRTP for media and signaling, single sign-on options, and controls to meet regulatory requirements in industries like healthcare and finance.

What support and training options does Avaya provide?

Avaya provides tiered support plans, professional services, and partner-led consulting for deployments. Training is available via documentation, guided onboarding, certification programs, and partner-managed services for larger engagements.

avaya careers

Avaya lists career opportunities across engineering, sales, professional services, and support functions. Job postings often include roles in software engineering for communications platforms, cloud operations, technical support for large customers, and customer success positions focused on onboarding and ongoing account management.

Positions may be based in regional hubs or remote, and the company typically offers benefits packages, technical training pathways, and opportunities to work on real-time communications technologies such as VoIP, WebRTC, and cloud architecture. Candidates with telecom protocols, cloud native development, and contact center domain expertise are commonly sought after.

For current openings and recruiting information, visit Avaya’s careers page or check major job boards for regional listings: explore Avaya career opportunities (https://www.avaya.com/en/careers/).

avaya affiliate

Avaya operates through a network of certified partners and resellers that provide sales, deployment, and managed services. Affiliate and partner programs let systems integrators and service providers resell Avaya Cloud Office, manage customer accounts, and deliver customized contact center implementations.

Affiliates gain access to partner portals, training, certification, and co-marketing resources. Companies interested in joining the partner program can apply through Avaya’s partner network to receive pricing tools, technical enablement, and lead sharing arrangements.

To evaluate partner options or become an authorized reseller, contact Avaya’s partner program team or review partner requirements on the Avaya partner pages: learn about Avaya partner program details (https://www.avaya.com/en/partners/).

Where to find avaya reviews

Independent user reviews and analyst reports are available on industry sites and software directories. Review platforms cover product stability, feature coverage, ease of administration, and support experiences for both UCaaS and CCaaS products.

For comparative research, consult enterprise software review sites, contact center analyst reports, and case studies published by Avaya customers. These sources provide practical insights into deployment effort, TCO considerations, and feature trade-offs versus cloud-native competitors. Examples of places to check include enterprise review sites and analyst coverage of communications vendors.