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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 / Performance 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

Avaya OneCloud CCaaS is a cloud contact center solution built for any size organization that is looking to enhance employee and customer experiences. ​​

Avaya OneCloud CCaaS is a contact-center-as-a-service (CCaaS) solution that delivers voice and digital channel customer engagement along with advanced self-service automation and employee productivity tools so you can build a true cloud customer service call center. Your subscription includes support and guidance from our Avaya OneCloud team. ​​

There are two packages available to meet your business needs:​​

  • Voice: Get WebRTC voice, AI-powered self-service automation, intelligent attribute routing, call recording, business process orchestration and real-time and historical reporting.​​
  • Omnichannel: All the features of the Voice package plus text messaging, screen recording, and quality management.

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