Avaya Aura

(48)
3.8 out of 5 stars

Avaya Aura is our core communications platform delivering company-wide, people-centric collaboration and supporting full unified communications and contact center solutions for midsize to large enterprises.

Work for Avaya Aura?

Learning about Avaya Aura?

We can help you find the solution that fits you best.

Avaya Aura Features

Basics
Audio Calls

Meetings facilitate high quality audio communication, both one-on-one and between larger groups.

94%
(Based on 12 reviews)
Video Conferencing

Meetings fascilitate high quality video conferencing, both one-on-one and between larger groups.

85%
(Based on 9 reviews)
Scheduling

Scheduling web meetings is streamlined, intuitive, and integrated into calendar and email software.

94%
(Based on 7 reviews)
Meeting Initiation and Joining

Starting and joining conferences is streamlined.

93%
(Based on 8 reviews)
Muting

Grant participants the ability to address the meeting and retract when desired.

96%
(Based on 10 reviews)
Recording

Conferences can be recorded for future use.

94%
(Based on 7 reviews)
Screenshare

Able to share your desktop screen or an application with the rest of the conference.

87%
(Based on 9 reviews)
Follow-Up and Breakout Meetings

Can easily initiate meetings with select participants from the main conference interface.

95%
(Based on 6 reviews)
Inbound CCI Features
Automatic Call Distribution (ACD)

Intelligently route calls to the agent most qualified to handle the customer's needs. ACD can route calls either through pre-determined rules or advanced call distribution algorithms.

n/a
Call Summary Notes

Provide agents with notes or context information about a call. These notes can include information such as caller disposition or contact history.

79%
(Based on 13 reviews)
Interactive Voice Response (IVR)

Use touch-tone signaling or voice recognition to automate the retrieval and processing of caller information by phone. Administrators can configure the IVR with multiple branches to improve the identification, segmentation, and routing of callers to qualified agents.

n/a
Call Routing

Route calls to the most appropriate agent according to a series of factors, including the time of day, customer priority, IVR outcomes, and skill-based routing (SBR). Voicemails can be routed to agents during quiet call periods.

86%
(Based on 21 reviews)
Call Queuing

Callers can be routed to a queue or placed on hold until an agent becomes available.

86%
(Based on 21 reviews)
Content
Slideshow

Persenters can cue up a Powerpoint presentation or other slideshow for display in the conference.

85%
(Based on 8 reviews)
Rich Media

Presenters can embed high quality images or video into the presentation.

85%
(Based on 5 reviews)
Annotation

Presenters or users can annotate a whiteboard or the presentation.

88%
(Based on 5 reviews)
Outbound CCI Features
Regulatory Compliance

Import and manage do not call (DNC) requests in order to ensure compliance with local and federal regulations.

n/a
Concurrent Calling

Place a large or unlimited volume of calls simultaneously without diminishing the call quality.

89%
(Based on 16 reviews)
Dialing Tools

Automate calling with tools such as predictive dialing in order to maximize agent productivity. Determine a call-to-agent ratio that automatically places the optimal number of calls to place to reduce abandonment rates.

78%
(Based on 18 reviews)
Click-to-Call

Allow agents to place calls directly from business applications such as CRMs, contact center workforce solutions, or customer websites without having to manually dial numbers.

78%
(Based on 16 reviews)
Call Recording & Playback

Record calls to access or evaluate at a later time to ensure quality standards are met, and pause recording of live calls if necessary.

n/a
Interaction
Chat

Conferences have a text chat feature, both private and public.

91%
(Based on 8 reviews)
Polling

Presenters can poll the audience with a survey or let them respond with an electronic hand raise.

88%
(Based on 5 reviews)
Q&A

Participants can submit questions which presenters can answer privately or publicly.

82%
(Based on 5 reviews)
File Share

Allows users to share individual files/folders with users in the conference.

85%
(Based on 6 reviews)
CCI Platform Features
Custom Toll-Free Numbers

Purchase local or international toll-free numbers to call customers from familiar numbers, and let customers easily call local numbers that can then be routed to specific agents according to geography.

80%
(Based on 13 reviews)
Contact Database Management

Capture and manage contact information, either through an internal database or a CRM system.

n/a
Administrator Access

Manage call records and agent tasks through administrative features. Provide agents with guidance during live calls, and interrupt calls with call barging to ensure customer satisfaction, if necessary.

85%
(Based on 13 reviews)
Reporting & Dashboards

Report on historical or real-time call center performance metrics, and access data through highly visual dashboards.

81%
(Based on 16 reviews)
Computer-Telephony Integration (CTI)

Link agent computer terminals to the ACD system to provide access to features such as click-to-call, CRM integration, and screen pops. Screen pops notify agents of incoming calls and provide call summary notes before the call is answered.

80%
(Based on 22 reviews)
Platform
Mobile

Offers a mobile app or mobile optimized website to video conference from smartphones or tablets.

97%
(Based on 5 reviews)
Performance and Reliability

Software is consistently available (uptime), with high audio/video quality and without dropping calls.

86%
(Based on 11 reviews)
Bandwidth Usage

Software optimized to perform well without taking up an exorbitant amount of bandwidth.

83%
(Based on 9 reviews)
Participant Permissions

The ability to grant users access to conferences as moderators, presenters or participants--individually or based on user role or group.

85%
(Based on 9 reviews)
Security

User authentication and security measures like confidential attendee lists keep conferences private and secure.

93%
(Based on 9 reviews)
Enterprise Scalability

Provides features to allow scaling for large organizations.

98%
(Based on 7 reviews)