Avaya

Senate
Approved

House
Approved

Updated July 18, 2018

10 updates


Senate
Approved

House
Approved

SCORE BREAKDOWN

User Interface

24/25

Cost

19/25

Differentiation

18/25

Effectiveness

19/25

Pros

  • Over 600 features
  • Cloud or on-premise calling options
  • Scalable with centralization needs

Cons

  • No voicemail transcription offered to Congressional customers
  • One-size-fits-all product that often doesn’t fit Congressional office needs
  • Not integrated with Congressional office CMS systems, leading to significant duplication of effort, manual labor and error-prone data entry

Avaya is a staple in the VoIP telephony space; it’s one of the most widely used phone service tools for small to medium-sized organizations. Concerning cost-effectiveness and scalability, your legislative office could benefit from the platform’s customizations and flexibility.

Deploying Avaya in your office

Legislative offices operate in multiple locations, and implementing a PBX plan on a platform like Avaya is an exceptional option. PBX, or private branch exchange, is a type of telephone system that switches calls between enterprise users on local lines while allowing all users to share a certain number of external phone lines and dedicated phone numbers.

Avaya offers cloud-based or on-premises calling solutions built around the communications needs of your organization. The company’s various solutions include unified communications and collaboration tools, cloud-based tools, and CEM systems that can facilitate constituent interactions. The installation of the parent platform and accompanying infrastructure is relatively customer and user-friendly.

Avaya offers subscriptions and packages for organizations that include calling stations, cloud-based calling options and software, chat and messaging tools, and other services. Additionally, the technology is wholly broad-based, working through traditional telephone service lines, different types of VoIPs, and dedicated digital calling lines.

Setbacks with Avaya

Avaya has a great series of products. However, given the company’s growing size and extensive customer base, certain aspects of the Avaya experience have fallen by the wayside. In particular, Avaya’s customer service and tech support infrastructure are relatively complicated. Though the company offers an in-depth knowledge base built for each product, person-to-person interaction is lax at best.

Users can create work tickets online; yet, there’s no dedicated service line absent one built in association with the particular product or service.

The support structure built around local resellers could also be problematic for specific organizations. One of these hiccups is in the realm of customer support services — stateside and abroad. Updating software and back-end technology supporting your Avaya plan can also be a chore.

Pricing

Avaya’s various pricing options and products are built on highly-customizable plans. Multiple factors determine the prices, including the type of Avaya service the customer wants, what an organization’s budget and needs permit, and whether the service will run on the cloud or not. One review notes a standard calling station — including mobility, conference calling, and upgraded voicemail modules — is $500 per station. Alternatively, a cloud-based system ranges from $25 to $30 per month. This price includes 500 calling minutes per station.

Avaya for Congress, however, is priced through a different structure. For one, the company isn’t an authorized vendor to Congress and relies on Verizon to sell their product through a reseller’s agreement. After several requests, we’ve been unable to obtain pricing information from Verizon.

Our verdict

Avaya can be an excellent option for on-premises and cloud-based calling and communications tools. Avaya’s tools can change how your organization communicates internally and externally with constituents and stakeholders. Keep in mind that Avaya doesn’t offer a perfect product, though. Between its various updates and interchanging software updates, Avaya could be an option that delivers more problems than solutions.


SCORE BREAKDOWN

User Interface

24/25

Cost

19/25

Differentiation

18/25

Effectiveness

19/25

Get Avaya