# Avaya UCaaS Software Pricing, Alternatives & More 2026 | Capterra

> With the help of Capterra, learn about Avaya UCaaS Software - reviews, pricing plans, popular comparisons to other Call Center products and more.

Source: https://www.capterra.com/p/1174/CRM-Central

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# 

 Avaya UCaaS Software Review 2026: Features, Integrations, Pros & Cons

Last updated on March 13, 2026

Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team.

[Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[Features](#features)[Pricing](#pricing)[Support](#support)[Reviews](#reviews)

Avaya UCaaS

## What is Avaya UCaaS?

Avaya UCaaS (formerly Avaya Aura Contact Center) helps creates natural connections, whether human or digital, across all communication channels. Businesses can drive and align processes, people, applications to power better decision making. collaboration and, information sharing.

## What is Avaya UCaaS used for?

[Call Center](https://www.capterra.com/call-center-software/)[Contact Center](https://www.capterra.com/contact-center-software/)[Auto Dialer](https://www.capterra.com/auto-dialer-software/)

Top alternative

Featured

Overall rating

Based on 91 user reviews

Reviews sentiment

Positive

85%

Neutral

12%

Negative

3%

Contact vendor  
for pricing

Free trial  
not available

Capterra Shortlist charts the highest-rated and most popular products...

Our "Best of" badge program showcases products with the highest ratings...

Our "Best of" badge program showcases products with the highest ratings...

Do you work for Avaya UCaaS?[Manage this product listing](https://digitalmarkets.gartner.com/get-listed/claim-bx?url=http://www.avaya.com&name=Avaya UCaaS)

## Compare with a popular alternative

Capterra selects software alternatives based on relevant features, verified user reviews and user interactions. Placement may be influenced by client status.

### Avaya UCaaS

4.4 (91)

VS.

[4.7 (855)](https://www.capterra.com/p/169627/RingOver/reviews/)

Starting Price

Contact vendor

Starting Price

$29

Per User, Per Month

Free Trial

Free Version

Pricing Options

Free Trial

Free Version

Ease Of Use

4.3 (91)

Ease Of Use

4.8 (855)

Value For Money

4.2 (69)

Value For Money

4.5 (767)

Customer Service

4.2 (70)

Customer Service

4.6 (786)

## Avaya UCaaS alternatives

Highest Rated

[4.8 (309)](https://www.capterra.com/p/29589/CallCenterNOW/reviews/)

Starting price

$25.00

Per User, Per Month

Pricing Options

Free Trial

Free Version

User Rating

98%

of reviewers

rated it above 4 stars

[4.7 (1,753)](https://www.capterra.com/p/102188/LiveAgent/reviews/)

Starting price

$15.00

Per User, Per Month

Pricing Options

Free Trial

Free Version

User Rating

97%

of reviewers

rated it above 4 stars

[4.6 (129)](https://www.capterra.com/p/136728/Readymode/reviews/)

Starting price

$199.00

Per User, Per Month

Pricing Options

Free Trial

Free Version

User Rating

91%

of reviewers

rated it above 4 stars

[4.4 (4,071)](https://www.capterra.com/p/164283/Zendesk/reviews/)

Starting price

$39.00

Per User, Per Month

Pricing Options

Free Trial

Free Version

User Rating

89%

of reviewers

rated it above 4 stars

[View all alternatives](https://www.capterra.com/p/1174/CRM-Central/alternatives/)

## Features

Features with the highest number of reviews are displayed first. Those that have no reviews appear next, sorted alphabetically.

Reporting/Analytics

4.3 (23)

56.52% of 23 reviewers that rated this feature as important or highly important

View and track pertinent metrics to find patterns and gain insights from data

Call Recording

4.5 (22)

72.73% of 22 reviewers that rated this feature as important or highly important

Record the audio of phone conversations for quality assurance purposes

Multi-Channel Communication

4.2 (22)

63.64% of 22 reviewers that rated this feature as important or highly important

Allows communication with customers or users via multiple channels such as phone, email, live chat, etc.

Call Center Management

4.7 (20)

70.00% of 20 reviewers that rated this feature as important or highly important

Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc.

Automated Routing

4.5 (15)

53.33% of 15 reviewers that rated this feature as important or highly important

Tickets are automatically assigned to specific agents based on predefined rules

Call Routing

4.4 (15)

66.67% of 15 reviewers that rated this feature as important or highly important

Sends voice calls to a specific queue based on predetermined criteria

Avaya UCaaS 22 features

Agents can view and manage all customer requests and interactions.

Tickets are automatically assigned to specific agents based on predefined rules

Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc.

Record the audio of phone conversations for quality assurance purposes

Sends voice calls to a specific queue based on predetermined criteria

Communicate using direct chat or messages within the system

Provides a channel for team members to share media files, communicate, and work together

Manage, organize, and store contact information

Manage, store and organize emails within the system or via third-party apps

Public or private sharing of digital files such as documents, audio/video, images, and more

Track interaction history by documenting conversations for contacts

Read and accept a combination of touch tone keypad selections and voice inputs and provide the appropriate prerecorded voice response

Ability to chat online in real time

Allows communication with customers or users via multiple channels such as phone, email, live chat, etc.

Organize and manage the accomplishments and development of employees or performance of applications or systems

A set of indicators that tracks the performance of networks, applications, systems, teams, etc.

Engage in direct, instant messaging with customers, users, etc.

View and track pertinent metrics to find patterns and gain insights from data

Consolidate and integrate communication tools as one platform or entity to enhance business communication and collaboration

Computer-based system that allows users to send and receive voice messages

Create, design and manage workflows for repetitive tasks

A set of processes to optimize the productivity of its employees

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We can help you find the software with the features you need.

Features

4.4 (91)

4.4

Based on 91 reviews

## Pricing

Value for money

4.2 (69)

### Starting price

Contact vendor  
for pricing

Free trial  
not available

Value for money

4.2 (69)

4.2

Based on 69 reviews

Connect with a Capterra advisor for a free 15-minute consultation

Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs.

## Support, customer service and training options

Customer Service

4.2 (70)

Support

-   Email/Help Desk
-   FAQs/Forum
-   Knowledge Base
-   Phone Support
-   24/7 (Live rep)
-   Chat

Training

-   In Person
-   Live Online
-   Webinars
-   Documentation
-   Videos

Deployment

-   Web
-   Android
-   iPhone/iPad

Typical users

-   Freelancers
-   Small businesses
-   Mid size businesses
-   Enterprises

Customer Service

4.2 (70)

4.2

Based on 70 reviews

## User reviews

Overall rating

4.4

Based on 91 reviews

Filter by rating

5(53)

4(24)

3(11)

2(2)

1(1)

Mentioned topic

Sorted by most recent

JD

Juan David B.

Project manager

Telecommunications

### "If you dont want to fail, go with Avaya"

4.0

Overall Rating

4.0

4.0

Ease of Use

5.0

5.0

Features

4.0

4.0

Customer Service

3.0

3.0

Likelihood to Recommend

7/10

March 19, 2026

We have a good experience with Avaya UCaaS, but right now, the compane are looking for new products, cloud based and with new features.

Pros

Simplicity, useful on daily work, features for colaboration between teams, Avaya support its amaizing

Cons

Maybe Avaya needs to think about interoperabilty between other services on market, like Zoom, Mirosoft TEAM and Cisco Webex

Switched from

[Genesys Cloud CX](https://www.capterra.com/p/179417/Genesys-Cloud/)

Customer service

Alternatives considered

[wolkvox](https://www.capterra.com/p/193276/wolkvox/)

[Xperience](https://www.capterra.com/p/154368/Xperience/)

Reasons for choosing Avaya UCaaS

Experience

Review source

Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication.

LB

Laura B.

Senior Account Manager

Insurance

### "Avaya Phone System"

4.0

Overall Rating

4.0

4.0

Ease of Use

5.0

5.0

Features

4.0

4.0

Customer Service

4.0

4.0

Likelihood to Recommend

7/10

December 29, 2025

Pros

Call history, setting up queues, and ease of use. The call quality is good, and the transcription of voicemails is generally pretty accurate

Cons

Updates are required and it's not seem less. Wish there was an easier way to import client names and number. Text features would like to be able to save/see both sides of the conversations when loading into broker management system.

Switched from

[JazzHR](https://www.capterra.com/p/87750/JazzHR/)

Portability and recording were the two main factors.

Review source

Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication.

PO

Prince O.

Service Desk

Financial Services

### "Reliable UCaaS with Room for Modernization"

5.0

Overall Rating

5.0

5.0

Ease of Use

5.0

5.0

Features

5.0

5.0

Customer Service

5.0

5.0

Likelihood to Recommend

10/10

September 18, 2025

Overall, my experience with Avaya UCaaS has been good, it delivers dependable communication and collaboration, though the interface and features could use some modernization.

Pros

I like its reliable call quality and how smoothly it integrates voice, video, and messaging into one platform.

Cons

Some of the features feel a bit outdated and slow, and the interface could be more modern and user-friendly.

Review source

Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication.

GB

Gopa B.

Group Manager - Training

Information Technology and Services

### "Innovate Avaya"

3.0

Overall Rating

3.0

3.0

Ease of Use

4.0

4.0

Features

2.0

2.0

Customer Service

3.0

3.0

Likelihood to Recommend

3/10

September 2, 2025

As said it is a legacy and very easy to use product. Easy to train and learn. Avaya's this feature is also its con. I have trained people on Avaya for more than 15 years.

Pros

Avaya is a legacy product, it is easy to use and has been in Business processes for a really long time. It has been a stable, cheaper than other same kind of products and a go to product for a lot of companies.

Cons

Avaya needs to be upgraded. It has to incorporate the cloud and other innovative techs. The lack of innovation is actually creating a gap and bringing in other products.

Review source

Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication.

AG

antanas Gerardo s.

analista senior RCSIRT

Information Technology and Services

### "Avaya es algo del otro mundo "

5.0

Overall Rating

5.0

5.0

Ease of Use

4.0

4.0

Features

5.0

5.0

Customer Service

5.0

5.0

Likelihood to Recommend

10/10

February 5, 2025

Pros

Me encanta su facilidad de implementacion, la cantidad de funciones que trae el aplicativo y su rapida respuesta de soporte tecnico.

Cons

puede tener fluctuaciones si no se configura correctamente mas que todo con las extenciones.

Review source

Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication.

AT

Alejandra T.

BU HYBRID IT MANAGER

Broadcast Media

### "Technology Refresh to Onpremise Avaya products "

3.0

Overall Rating

3.0

3.0

Ease of Use

3.0

3.0

Features

4.0

4.0

Customer Service

5.0

5.0

Likelihood to Recommend

1/10

February 4, 2025

The product is comprehensive and provides good functionality. Nevertheless, the time to go live may exceed your expectations

Pros

It is a natural upgrade for Onsite Avaya PBS

Cons

The integrations are not so easy. The TCO may be larger than expected

Review source

Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication.

AH

Ajoke H.

Customer Service Agent

Transportation/Trucking/Railroad

### "It was okay but could be better."

3.0

Overall Rating

3.0

3.0

Ease of Use

3.0

3.0

Features

3.0

3.0

Customer Service

3.0

3.0

Likelihood to Recommend

6/10

November 29, 2024

I did not like it that much, It was quite complicated to use.

Pros

It was a prompt tool. It hardly ever failed and it was good for monitoring.

Cons

The ringing was very loud and nerve wracking.

Review source

Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication.

CJ

Crystal J.

Claims Service Specialist

Insurance

### "Let’s talk about Avaya"

4.0

Overall Rating

4.0

4.0

Ease of Use

5.0

5.0

Features

5.0

5.0

Customer Service

5.0

5.0

Likelihood to Recommend

9/10

September 26, 2024

Avaya is like the little sister you never knew you needed. She’s a little annoying sometimes, but dependable when you need her most. Avaya is my go to for call connections.

Pros

The multiple line feature makes transferring our conferencing calls seamless. I also love the ability for shortcuts such as speed dials, contacts, and quick access to all calls for the day.

Cons

The dropped connection at night time gets a little irky. Sometimes the calls drop completely or won’t transfer/conference over.

Review source

Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication.

SS

Shontel S.

Customer care specialist

Retail

### "Great product "

4.0

Overall Rating

4.0

4.0

Ease of Use

5.0

5.0

Features

5.0

5.0

Customer Service

5.0

5.0

Likelihood to Recommend

9/10

September 18, 2024

It was better than the system we current use at a corporate call center . It also records stats like average handle time , hold time, and after all work. The settings made it very user friendly

Pros

Easy to use as long as the users are able to maintain a stable Internet connection.

Cons

I really don't have too many cons, I wish it kept a better log of disconnected calls. Sometimes I'm if Internet connection is lost the information would take an administrator to access the previous caller ID information. Not very helpful .

Review source

Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication.

JB

Jodi B.

Controller

Accounting

### "Our company is highly satisfied with Avaya UCaaS communications platform."

5.0

Overall Rating

5.0

5.0

Ease of Use

5.0

5.0

Features

5.0

5.0

Customer Service

5.0

5.0

Likelihood to Recommend

10/10

June 6, 2024

We are pleased with their phones and service and have used Avaya for over 8 years.

Pros

We like the voice features of the phone system.

Cons

There is nothing that I can think of as the phone system works well for us.

Review source

Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication.

[View all Reviews](https://www.capterra.com/p/1174/CRM-Central/reviews/)

Popular comparisons

[Ringover vs Avaya UCaaS](https://www.capterra.com/compare/1174-169627/CRM-Central-vs-RingOver)

[Convoso vs Avaya UCaaS](https://www.capterra.com/compare/1174-76768/CRM-Central-vs-Cloud-Predictive-Dialer) 

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