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Avaya IX Contact Center Reviews

Vendor: Avaya
4.8 out of 5
169 followers
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What is Avaya IX Contact Center?

Intelligent Contact Routing Makes the Perfect Match Between Agents and Customers

Get the Contact Center Platforms Buyer's Guide and find out what your peers are saying about Avaya IX Contact Center, Genesys Cloud CX, Amazon Connect and more!
Avaya IX Contact Center is the #6 ranked solution in top Contact Center Platforms. PeerSpot users give Avaya IX Contact Center an average rating of 9.6 out of 10. Avaya IX Contact Center is most commonly compared to Genesys Cloud CX: Avaya IX Contact Center vs Genesys Cloud CX.
Buyer's Guide
Contact Center Platforms
March 2025
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Helped 844,944 peers since 2012

Avaya IX Contact Center mindshare

As of April 2025, the mindshare of Avaya IX Contact Center in the Contact Center Platforms category stands at 7.8%, up from 7.0% compared to the previous year, according to calculations based on PeerSpot user engagement data.
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Key learnings from peers

Valuable Features

  • "The technical support services are good."
  • "It's scalable, it's fast, and it is very robust."

Room for Improvement

  • "The solution should be more flexible on-premises. We are currently on-premises and looking to move to the cloud."
  • "Its scalability means that it is not a simple 'install and forget' setup."

Pricing

  • "Avaya Contact Center solutions might not be the cheapest solution available (but you certainly get what you pay for)."
These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.
Download our Contact Center Platforms Buyer's Guide for additional reliable information.

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Learn more about Avaya IX Contact Center

  • Deliver a unified and highly personalized customer experience that builds your brand and fosters long-term loyalty. Avaya Aura Call Center Elite helps to ensure the right resources are readily available to your customers.
  • Enable your business to handle all types of customer interactions more efficiently. With intelligent routing and resource selection features, you can determine if customers should be served by the least busy agent, the first available agent, or the agent with skills that best match your customer’s needs.
  • Serve your customers and prospects through their preferred contact channel. With a single pool of agents, regardless of location, you are equipped to deliver the right customer experience every time.
  • Review our infographic to see how Customer Experience IS the Battleground now—and why it’s imperative to keep pace with your customers’ expectations.

Avaya IX Contact Center was previously known as Avaya Call Center, Avaya Intelligent Xperiences Contact Center .

Avaya IX Contact Center customers

RSA Medical, MOBITECHS, Capita IT Services, Pan Pacific Hotels Group, Maccabi Healthcare Services, SR Technics, Hampshire County Council, Severn Trent Water, SMECO, nTelos

Related questions

  • 14
When evaluating Contact Center Platforms, what aspect do you think is the most important to look for?

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Avaya IX Contact Center reviews

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Abeer ELADAWY - PeerSpot user
Deputy Senior Manager, Customer Interaction Management at DEWA
Verified user of Avaya IX Contact Center
Jun 22, 2024
Provides omnichannel AI features and has good routing capabilities

Pros

"The technical support services are good. "

Cons

"The solution should be more flexible on-premises. We are currently on-premises and looking to move to the cloud. "

What is our primary use case?

The platform is a comprehensive contact center. It encompasses all the channels, including email, chat, voice, outbound, quality management, and workforce management. It provides everything a contact center needs.

What is most valuable?

The most useful features are the omnichannel experience and the customer journey on the self-service widget.

If a customer contacts the call center today by calling and tomorrow by emailing, the staff handling the email will be able to see that the customer called yesterday. All interactions are linked. It allows the staff to understand the customer's experience, enabling them to serve the customer proactively.

*Disclosure: I am a real user, and this review is based on my own experience and opinions.
Read full review (451 words)
DH
Owner at TSV
Verified user of Avaya IX Contact Center
May 12, 2019
Product version discussed: Aura CC Elite
Offers scalability that will grow with the needs of our business

Pros

"It's scalable, it's fast, and it is very robust."

Cons

"Its scalability means that it is not a simple 'install and forget' setup."

What is our primary use case?

We are an Avaya Business Partner and also use Avaya extensively ourselves. Our company UC and Contact Center is running on Avaya. Since we do not sell Avaya exclusively (our portfolio also includes Alcatel, NEC, and Unify), we do this by our own choice and with good reason.

How has it helped my organization?

Avaya offers some of the most widely used (and therefore tested and improved) contact center solutions available. It helps our business to grow by offering the best available customer experience. We can focus on improving quality, based on facts (reporting).

*Disclosure: I am a real user, and this review is based on my own experience and opinions.
Read full review (393 words)