Avaya is a legacy enterprise communications vendor offering on-prem, cloud, and hybrid contact center and unified communications solutions.
Founded in 2000 as a spin-off from Lucent Technologies, Avaya is one of the most established names in business telephony – its products power voice infrastructure for 10 of the top 10 global banks, airlines, and pharmaceutical companies, with over 25,000 customers worldwide.
Avaya’s core lineup spans the Avaya Infinity Platform (its modern CCaaS offering), Avaya Aura and IP Office (traditional UC), Avaya Cloud Office (cloud-based phone system, powered by RingCentral), and the newly launched Avaya Nexus for mission-critical voice.
The platform integrates with Salesforce, ServiceNow, and Microsoft Teams, and remains popular for its 120+ real-time and historical reports.
However, the Wall Street Journal states the company has faced significant turbulence – including two Chapter 11 bankruptcies in six years (2017 and 2023), a major workforce restructuring, and a publicly stated strategy of focusing primarily on its top 1,500 global enterprise accounts.
For modern teams that don’t fall into that elite tier, the combination of legacy complexity, opaque pricing, and questions about long-term support makes Avaya a riskier choice than it once was.
What are Avaya’s Key Features?
Avaya Infinity Platform – enterprise CCaaS with omnichannel routing across voice, chat, email, and social
Avaya Aura and IP Office – long-trusted UC platforms for hybrid and on-prem deployments
Avaya Cloud Office – cloud-based phone system delivered in partnership with RingCentral
120+ real-time and historical reports plus deep call queue analytics via the Call Management System
Native integrations with Salesforce, ServiceNow, Microsoft Teams, and Verint workforce tools
AI noise cancellation, agent assist, and speech analytics modules (sold as add-ons)
What users say about Avaya?
Based on 800+ verified reviews from G2, Capterra, TrustRadius, and SelectHub
😊 What Users Love
Enterprise-grade voice quality and reliability — particularly strong for very large, voice-heavy contact centers
120+ real-time and historical reports give ops teams deep visibility into queue performance and SLAs
Solid integration stack with Salesforce, ServiceNow, MS Teams, and Verint already in place at most enterprises
Mature feature set — IVR, ACD, warm transfers, conferencing, skills-based routing all battle-tested
Trusted by some of the world’s largest banks, airlines, and pharma companies — recognizable enterprise brand
The platform allows businesses to engage with customers across multiple channels, including voice, chat, email, and social media. This provides customers with a seamless and consistent experience
Two Chapter 11 bankruptcy filings in six years (2017 and 2023) raise long-term support and continuity concerns
Avaya has publicly stated focus on top 1,500 enterprise accounts — smaller customers report deprioritized support
August 2025: voluntary exit packages offered to entire workforce; 30% workforce reduction at India support center
Old-fashioned, difficult-to-navigate UI consistently called out — “agents describe the software as cumbersome”
Hidden add-on pricing for call recording, advanced reporting, AI features — total cost balloons fast
Deployment complexity is the #1 G2 complaint — teams often need certified engineers just to open support tickets
Slow to evolve to cloud and AI — competitors have lapped Avaya on conversation intelligence and voice agents
IP Office is the worst part of my day. Interface is a nightmare. Online you are forced to jump through hoops to sign-in to an SSO that just leads to another sign in page. Licensing is a hassle.
Consistently rated highly on G2, CloudTalk helps teams ramp faster, avoid complexity, and rely on a phone system that works as expected from day one.
100+ integrations
Your CRM, helpdesk, and sales tools already talk to each other. CloudTalk just joins the conversation and makes it way more productive.
Coverage in 160+ countries
From next door to across the globe, CloudTalk keeps your calls clear, local, and ready to grow with your business.
CloudTalk vs Avaya: Side-by-Side
See how CloudTalk delivers modern, cloud-native performance where Avaya’s legacy architecture struggles.
Avaya
CloudTalk
Pricing & Total Cost
Avaya Cloud Office starts $20–$40/user/month, but call recording, advanced reporting, and AI features are sold as add-ons. Implementation can range from $5K to $100K+. Reviewers cite renewal hikes of 20%+.
Transparent published pricing from $25/user/month with all core calling, routing, recording, and analytics included. No hidden add-ons, no surprise renewal increases.
Time to Value
Deployment complexity is the #1 G2 complaint. Implementation requires certified engineers, takes weeks to months, and complex integrations often need professional services to configure.
Live in an afternoon. Self-serve setup, drag-and-drop call flows, and 100+ ready-to-use integrations get most teams operational in a single day — no certified engineers required.
Global Coverage
Local numbers in 40+ countries. Number management often requires manual coordination with local Avaya partners or carriers.
Local numbers in 160+ countries with automated procurement, rotation, branded caller ID, and built-in spam remediation. Multi-carrier infrastructure with 99.99% uptime.
Modern AI & Automation
Slow to evolve toward cloud and AI. Smart dialers aren't included natively. AI features (noise cancellation, agent assist) are typically separate add-on modules requiring additional licensing.
AI Voice Agents, AI Sales Dialer, AI Conversation Intelligence, sentiment analysis, and call scoring are built into the platform — no separate modules, no extra licenses.
User Interface
Reviewers consistently describe the UI as old-fashioned and difficult to navigate. Agents call it "cumbersome and overly complicated." Configuring APIs and workflows requires specialized expertise.
Modern, intuitive interface designed for fast agent ramp-up. Visual call flow designer, drag-and-drop routing logic, and real-time dashboards usable from day one.
Outbound Dialing
Smart and predictive dialers aren't available natively in core Avaya products — typically require third-party integrations or separate Avaya modules.
Power Dialer, Parallel Dialer (10 lines at once), Preview Dialer, and AI Sales Dialer — all included natively. Talk to 10× more people per day.
Company Stability
Two Chapter 11 bankruptcies in six years (2017, 2023). Voluntary exit packages offered to entire workforce in August 2025. Public strategy focuses on top 1,500 enterprise accounts only.
Profitable, growing, and focused on a single mission: modern cloud telephony. Trusted by 4,000+ businesses worldwide, with consistent product investment and predictable support.
Pricing & Total Cost
Avaya: Avaya Cloud Office starts $20–$40/user/month, but call recording, advanced reporting, and AI features are sold as add-ons. Implementation can range from $5K to $100K+. Reviewers cite renewal hikes of 20%+.
CloudTalk: Transparent published pricing from $25/user/month with all core calling, routing, recording, and analytics included. No hidden add-ons, no surprise renewal increases.
Time to Value
Avaya: Deployment complexity is the #1 G2 complaint. Implementation requires certified engineers, takes weeks to months, and complex integrations often need professional services to configure.
CloudTalk: Live in an afternoon. Self-serve setup, drag-and-drop call flows, and 100+ ready-to-use integrations get most teams operational in a single day — no certified engineers required.
Global Coverage
Avaya: Local numbers in 40+ countries. Number management often requires manual coordination with local Avaya partners or carriers.
CloudTalk: Local numbers in 160+ countries with automated procurement, rotation, branded caller ID, and built-in spam remediation. Multi-carrier infrastructure with 99.99% uptime.
Modern AI & Automation
Avaya: Slow to evolve toward cloud and AI. Smart dialers aren't included natively. AI features (noise cancellation, agent assist) are typically separate add-on modules requiring additional licensing.
CloudTalk: AI Voice Agents, AI Sales Dialer, AI Conversation Intelligence, sentiment analysis, and call scoring are built into the platform — no separate modules, no extra licenses.
User Interface
Avaya: Reviewers consistently describe the UI as old-fashioned and difficult to navigate. Agents call it "cumbersome and overly complicated." Configuring APIs and workflows requires specialized expertise.
CloudTalk: Modern, intuitive interface designed for fast agent ramp-up. Visual call flow designer, drag-and-drop routing logic, and real-time dashboards usable from day one.
Outbound Dialing
Avaya: Smart and predictive dialers aren't available natively in core Avaya products — typically require third-party integrations or separate Avaya modules.
CloudTalk: Power Dialer, Parallel Dialer (10 lines at once), Preview Dialer, and AI Sales Dialer — all included natively. Talk to 10× more people per day.
Company Stability
Avaya: Two Chapter 11 bankruptcies in six years (2017, 2023). Voluntary exit packages offered to entire workforce in August 2025. Public strategy focuses on top 1,500 enterprise accounts only.
CloudTalk: Profitable, growing, and focused on a single mission: modern cloud telephony. Trusted by 4,000+ businesses worldwide, with consistent product investment and predictable support.
Why Choose CloudTalk Over Avaya
See how CloudTalk delivers superior performance where it matters most
Live in one day, not one quarter
Skip the certified-engineer rollout. CloudTalk is built for self-serve setup — get numbers, integrations, and call flows configured in hours instead of weeks. Onboarding portal included at no cost.
One price, no add-on traps
Avaya nickel-and-dimes you for call recording, reporting, and AI. CloudTalk includes the full feature set in every plan from $25/user/month — predictable pricing that doesn’t change at renewal.
Global by default — 160+ countries
Avaya offers numbers in roughly 40 countries. CloudTalk gives you local presence in 160+ with automated rotation, branded caller ID, and multi-carrier redundancy — built for global teams from day one.
Modern AI built in, not bolted on
AI Voice Agents, AI Sales Dialer, transcription, sentiment, and conversation intelligence are native — not separate Avaya modules requiring additional licenses, integrations, or implementation projects.
Reporting without the engineering ticket
Avaya’s strength is its 120+ reports — but configuring custom dashboards often requires specialized skills. CloudTalk delivers real-time analytics, agent-level drill-downs, and call insights out of the box.
Built for the long haul
Avaya has filed Chapter 11 twice in six years and is openly prioritizing its top 1,500 customers. CloudTalk is profitable, growing, and committed to a single platform — your support experience won’t depend on which tier you fall into.
Businesses That Switched to CloudTalk
Real results from real companies that made the move—and never looked back.
“In the old platform, there was no automatic ticket creation. We had to manually check the logs to see which calls were missed and whether they were followed up. It made it difficult to track exactly how many calls we missed or managed to handle.”
“Once we switched to CloudTalk, our missed calls dropped by 23%. That’s not just a number; that’s customers we’re able to connect with before it’s too late.”
Ayif Amrullah
Vendor Operations Manager at Aspire
23%Decrease in missed calls
50%Faster QA with analytics
Before: “It was a combination of dropped calls, long connection times, and support that just wasn’t available when we needed it”
“I literally made a telephony comparison spreadsheet. If a solution didn’t tick all our boxes, I didn’t even want to talk to them.”
The choise was clear: CloudTalk.
Madeline
Customer Experience Manager (Global) at RateMyAgent
66%Reduction in calls about new features
25%Drop in related chat/email queries
“We were stuck at a 20–30% pickup rate with Aircall. With CloudTalk, we’ve hit 40–50%. That’s made all the difference.”
“We use the tag feature a lot to track where leads are in the funnel. And the dashboard helps each rep see where they’re at.”
Syon Joshi
Chief Marketing Office at Velu
50%Pickup rates
FullVisibility into reps performance
Frequently Asked Questions
Avaya has filed Chapter 11 bankruptcy twice in the past six years (2017 and 2023) and offered voluntary exit packages to its entire workforce in August 2025. The company has publicly stated it’s focusing on its top 1,500 global enterprise customers. Avaya isn’t going away tomorrow, but the support experience for mid-market and smaller customers has noticeably degraded — something to factor into a multi-year platform decision.
Avaya Cloud Office plans run roughly $20–$40/user/month, but call recording, advanced reporting, and AI features are typically sold as add-ons. On-prem deployments can run $1,000–$2,000 per user, plus implementation fees ranging from $5,000 for small deployments to $100,000+ for enterprises. CloudTalk’s pricing starts at $25/user/month with all core features included from day one.
Implementation depends heavily on which Avaya product you’re deploying. Avaya Cloud Office can go live in weeks, while Avaya Aura or hybrid on-prem deployments often take months and require certified engineers. Reviewers consistently flag deployment complexity as the platform’s #1 weakness. CloudTalk, by contrast, is built for self-serve setup — most teams are fully operational in a single day with the help of an onboarding portal.
No. The most consistent piece of feedback across G2, Capterra, and TrustRadius is that Avaya’s interface is dated and difficult to navigate. Agents describe it as “cumbersome” and “not user-friendly.” CloudTalk delivers a modern, intuitive interface with a visual Call Flow Designer, drag-and-drop routing logic, and real-time dashboards — built for fast agent ramp-up.
Avaya offers AI features like noise cancellation, agent assist, and speech analytics, but they’re typically sold as separate modules with additional licensing — and reviewers note Avaya has been slower than cloud-native competitors to evolve toward AI. CloudTalk includes AI Voice Agents, AI Conversation Intelligence, sentiment analysis, and call scoring natively — no separate licenses or modules required.
The top reasons are deployment complexity, dated UI, hidden add-on charges, limited international coverage, and concerns about Avaya’s long-term direction following two bankruptcies. Many teams find CloudTalk to be the superior Avaya alternative, going live in a single day instead of weeks or months and consolidating multiple legacy phone systems into one modern platform.
Still have questions?
Can’t find the answer you’re looking for? Please chat with our friendly team.
Join 4,000+ businesses that trust CloudTalk for their sales and support calls. See why CloudTalk delivers better results than Avaya.
Reviews
1,500+
Reviews
260+
Customers
4,000+
We use cookies to improve your CloudTalk experience
We use cookies and similar technologies to keep CloudTalk running smoothly, analyze performance, and show relevant content. Your data is never sold, and you can change preferences anytime. For more information about how CloudTalk uses cookies and processes your data, please see our Privacy Notice →.
Necessary
Always active
These cookies enable core functionalities of the website such as marking your data inputs, network management and accessibility.
Preference
These cookies allow a website to remember choices you have made in the past, like what language and currency you prefer, remember your name and email and automatically fill forms.
Analytical
These cookies help us improve our website by collecting and reporting information on how you use it.The technical storage or access that is used exclusively for anonymous statistical purposes. Without a subpoena, voluntary compliance on the part of your Internet Service Provider, or additional records from a third party, information stored or retrieved for this purpose alone cannot usually be used to identify you.
Marketing
These cookies are used for delivering tailored and customized advertising by tracking your behaviour across our website and the internet.
We use cookies to improve your CloudTalk experience
We use cookies to enhance your browsing experience, analyze site traffic, and personalize content. By continuing to use our site, you consent to our use of cookies. You can manage your preferences and opt out by clicking the Settings button below. For more information about how CloudTalk uses cookies and processes your data, please see our Privacy Notice →.
Please review the different category headings below to learn more and adjust the cookie and similar technology settings on your current device. Please note that you will need to ensure that each web browser is adjusted to reflect your preferences if you use different computers or mobile devices.
You can later change your preferences through the Cookie Settings section on the bottom of our website. For more information about how CloudTalk uses cookies and processes your data, please see our Privacy Notice →.
Necessary
Always active
These cookies enable core functionalities of the website such as marking your data inputs, network management and accessibility.
Preference
These cookies allow a website to remember choices you have made in the past, like what language and currency you prefer, remember your name and email and automatically fill forms.
Analytical
These cookies help us improve our website by collecting and reporting information on how you use it.The technical storage or access that is used exclusively for anonymous statistical purposes. Without a subpoena, voluntary compliance on the part of your Internet Service Provider, or additional records from a third party, information stored or retrieved for this purpose alone cannot usually be used to identify you.
Marketing
These cookies are used for delivering tailored and customized advertising by tracking your behaviour across our website and the internet.
