Avaya review: enterprise communications, modernised for the cloud
Enterprise-grade communications and contact centre, modernised for the cloud
Avaya review: enterprise communications, modernised for the cloud
Our rating is the review-weighted average of Capterra (4.2/5, 45 reviews), checked 2026-09-27. Not affiliated with either platform.
Compare Avaya Cloud Office and Avaya Experience Platform against the leading alternatives — with transparent guidance on pricing, migration and contact centre fit.
What is Avaya?
Avaya remains one of the biggest names in enterprise communications, particularly for contact centres. Today its cloud strategy centres on Avaya Cloud Office (powered by RingCentral) and Avaya Experience Platform for CCaaS.
Avaya is best known for its long heritage in enterprise telephony and contact centre — its on-premise platforms still power a huge proportion of the world's largest call centres. Over the past few years, the company has refocused on cloud, partnering with RingCentral for UCaaS (Avaya Cloud Office) and developing Avaya Experience Platform as its modern CCaaS offering.
For organisations with significant existing Avaya estates, the cloud roadmap is the most important factor — but for greenfield buyers, it's worth comparing Avaya carefully against more cloud-native vendors like RingCentral, 8x8 and Genesys Cloud.
Solutions Avaya offers
From cloud phone systems to AI call answering and full contact centre — here's what's in the portfolio.
Avaya Cloud Office (UCaaS)
Cloud phone, video and team messaging — built on the RingCentral platform, sold and supported by Avaya.
- Cloud PBX
- Video & messaging
- 300+ integrations
Avaya Experience Platform (CCaaS)
Modern omnichannel contact centre with AI-powered routing, agent assist and journey orchestration.
- Omnichannel CC
- AI agent assist
- Journey orchestration
Avaya AI & Self-Service
Conversational IVR, virtual agents and intelligent self-service across voice and digital channels.
- Conversational IVR
- Virtual agents
- Voice + digital
Hybrid & On-Premise Options
For regulated industries or sensitive workloads, Avaya continues to offer hybrid and on-premise deployments.
- Hybrid deployments
- On-premise option
- Regulated-industry ready
Avaya pricing
We could not find a current published price for Avaya Cloud Office; Avaya's own pricing page returned an error when we checked (Oct 2026). Treat Avaya as quote-based until re-verified.
Avaya Cloud Office
- Cloud phone + video
- Business SMS
- Mobile + desktop apps
Avaya Experience Platform
- Full CCaaS suite
- AI agent assist
- Journey orchestration
- Custom SLAs
Pricing notes
- •Avaya's own Cloud Office pricing page returned an error when checked (Oct 2026) — no current published price found
- •Earlier published tiers, since removed from this page, were unsourced; do not reintroduce specific prices without a dated source
- •On-premise / hybrid options priced separately
Avaya: the verdict
Where it shines and where it falls short, based on independent research.
Pros
- Deep contact centre heritage — trusted by the world's biggest call centres
- Hybrid and on-premise options for regulated industries
- Cloud Office gives access to the RingCentral platform with Avaya support
- Strong professional services for complex migrations
Cons
- Cloud strategy still evolving — buyers should validate roadmap
- Pricing opaque and almost always quote-based
- UX of legacy products feels dated next to cloud-native rivals
- Best value tends to require larger seat counts
Avaya alternatives to compare
Smart shortlists usually include 2–3 providers. Here's who else to look at.
Avaya frequently asked questions
Is Avaya Cloud Office the same as RingCentral?
Avaya Cloud Office is built on the RingCentral platform but sold, supported and billed by Avaya. The core capability is the same; the support and commercial relationship differ.
Does Avaya still sell on-premise systems?
Yes — Avaya continues to support and sell on-premise and hybrid deployments alongside its cloud offerings, particularly for regulated industries.
Is Avaya good for contact centres?
Avaya has one of the deepest contact centre heritages in the industry. Avaya Experience Platform is a credible CCaaS competitor to NICE, Genesys and Five9, especially for large enterprises.
How much does Avaya cost?
We could not find a current published price for Avaya Cloud Office (Oct 2026) — Avaya's own pricing page returned an error when we checked. Treat it as quote-based for now. Experience Platform pricing is quote-based and depends on agent count, channels and AI features required.
Is Avaya right for your business?
Answer 11 quick questions and we'll match you to the providers that actually fit your size, budget and use case — including Avaya if it makes the shortlist.
Pricing
Quote-based (checked Oct 2026)
Indicative - actual quote depends on your needs.
Free • No obligation • 2-minute matching
- Used by 90% of the Fortune 100
- Decades of contact centre heritage
- Free expert advice — no sales pressure