Arbolus Intelligence

Avaya

avaya.com · Morristown, United States of America

Avaya is a global provider of business communications and collaboration solutions, offering contact center software, unified communications, and cloud-based communication platforms for enterprises, government, and mid-market customers. The company generates revenue through the sale of software, hardware, and subscription-based cloud services, as well as maintenance and professional services. Its products are used to power customer service centers, enterprise telephony, and omnichannel customer engagement.

  • Contact Center Software
  • Communications & Meetings
  • Customer Support & Help Desk
Listed in
Revenue
$2.0B
Employees
7,000
Founded
2000
Headquarters
Morristown, United States of America

What 35 Arbolus experts think of Avaya

NPS scores are largely positive, with 72% of responses in the 7–10 promoter range and multiple users reporting scores of 8–10. Renewal intent is high among top spenders and enterprise users but mixed in segments undergoing offboarding or uncertain upgrades. Most users are at the more than 1 year implementation stage, indicating advanced adoption and stickiness. Feedback highlights ease of use, reliability, and integration strengths, but there are concerns about innovation pace and cloud-native feature set. Overall Customer Sentiment: Positive

Who reviewed Avaya

Total customers 35 33 current · 2 former
Reviews growth +17 in six months
Seniority of respondents
  • C-Suite 80% (28)
  • Director 14% (5)
  • Manager 6% (2)
Engineering Leader C-Suite NPS 8 Submitted Jun 2026
Operations Leader C-Suite NPS 9 Undecided Submitted Oct 2025
Revenue Leader C-Suite NPS 8 Submitted Mar 2026

Employer names and spend open in the full report, along with the other 32 customers.

Everything 35 customers told us about Avaya.

Employer names, spend, renewal intent and every written answer behind the numbers on this page.

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Sentiment

19 Net Promoter Score, from 36 scored reviews
  • Promoters 12
  • Passives 19
  • Detractors 5

Cumulative NPS by month

+1 over 6 months
  • Apr 7
  • May 7
  • Jun 8
  • Jul 8
  • Aug 8
  • Sep 8

Net Promoter Score across 5 reviews, accumulated up to each month. Category median 40 across 5 companies.

Praised

  • Leveraging Omnichannel and Automation
  • Cloud-native Innovations
  • AI-Driven Enhancements
  • Strong Contact Center Capabilities

Criticised

  • Innovation Pace and AI Limitations
  • Integration and Upgrade Challenges
  • Not Ideal for Lightweight or Low-Cost Needs
  • Integration and Product Innovation

What customers say

Strong Contact Center Capabilities
“I rely on Avaya for managing contact centers, IVR, PBX services, and reporting, which helps me reduce call handling time and administrative overhead.”
Enterprise-Grade Scalability and Integration
“I chose Avaya due to its proven reliability, omnichannel engagement, scalability, and enterprise integration, especially for large operations.”
Robust Feature Set and Reliability
“I find Avaya easy to use, packed with more capabilities than other solutions, with strong vendor support and straightforward scalability.”

Renewal intent

Plan to renew 36%
  • Will renew 8
  • Undecided 9
  • Not renewing 5

Plan to renew, by seniority

  • C-Suite 35% 17 answers
  • Director 50% 4 answers
  • Manager 0% 1 answer
  • 8.5/10 Average score from customers who will renew
  • 7.2/10 Average score from undecided customers
  • 6/10 Average score from customers not renewing

Top alternatives

Most weighed by Avaya customers

Report

Customer Report - Oct 2026 Oct 2026 35 + 1

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