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Pricing is based on concurrent users.


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  • Cloud-based Call Center
  • Self-service Administration
  • Skills-based Routing
  • IVR*
  • Call Recording and 90-day Storage
  • Reporting
  • Screen Capture
  • Live Monitoring

*One-time implementation fees apply.


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  • Cloud-based Contact Center​
  • Channels: Voice, Web Chat, Email, Text, Bring Your Own Digital Channel​
  • Bring Your Own Bot​
  • Intelligent Routing​
  • AI-Powered Self-Service Automation​
  • Intuitive, Customizable Browser-based Supervisor and Employee Desktop​
  • Call and Desktop Screen Recording​
  • Real-Time and Historical Reporting​
  • Quality Management
  • Coaching and E-Learning​
  • Customer Journey Intelligence​
  • Business Process Orchestration

Connected Touch Points

Deliver the simple and fast experience customers expect across all your touch points—voice, email, messaging, chat, and social.

Intelligent Routing

Quickly match customers with your experts based on situational context, customer data, employee attributes, and desired outcomes.

Self-Service Automation

Be always open when you provide an effortless experience that lets customers manage their own voice inquiries using natural speech or touch tones.

Empowered Employees

A personalized workspace easily brings customer insights from different applications and systems into a single, cohesive view.

Customer Journey Intelligence

Help employees anticipate customer needs and personalize experiences by enabling them to interact with customer journey touch points.

Business Process Orchestration

Easy-to-use visual task editors enable business users and IT to fine-tune the experience delivered to both customers and employees.

Workforce Engagement

Enhance regulatory compliance with call and screen recording. Drive employee performance with quality management and performance management dashboards.

Bring Your Own Channel​

Integrate homegrown as well as common messaging channels like What’sApp, Facebook Messenger, and Apple Chat into a single system.​

Unified Reporting

Historical and real-time reporting makes it easy to keep a pulse on performance and the overall employee and customer experience.

Avaya OneCloud CCaaS

To better enable the needs of our Contact Center clients, Avaya has worked to provide a true cloud solution based on our Avaya Aura and Elite reference architectures specifically for the needs of our clients' looking to enhance their agent and customer experiences.

Avaya OneCloud CCaaS is a contact-center-as-a-service (CCaaS) offer that provides voice as well as multi-channel features along with self-service administration. Your subscription includes support and guided set-up from our Avaya OneCloud team.

Optional or Add-on Professional and Managed Services are also available and can be added depending on your needs at an additional cost.

There are two different bundles available for Avaya OneCloud CCaaS to meet your business needs:

  • Voice: Key Contact Center features including self-service administration, skills-based routing, DTMF auto attendant, call recording and real-time and historical reports.
  • Digital: - All the features associated with the Basic bundle plus digital channel interactions.
  • Extended Features: Value-add features not included in bundle pricing include post interaction surveys, scheduling and AI-driven voice-to-text transcriptions.

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