Avaya Cloud Contact Center Pricing

Find the right contact center solution for your business with one of our two different monthly plans.

Basic

Starting From

$109

Per Agent/Per Month

Key contact center features including self-service administration enabling skills-based routing, DTMF auto attendant and call recording for the Agent, and real-time and historical reports for Supervisors.

Advanced

Starting From

$129

Per Agent/Per Month

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All the features included with the Basic bundle plus screen capture, quality management and coaching abilities.

Compare Plans

Basic

Advanced

Product Features

Business Voice Features

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Includes the standard Basic Telephony Feature set: Answer, Hold, Transfer, Mute, Conference, End, Extension Dialing, Stop Recording

Call Center Routing (SKILL)

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Commonly referred to as queue, a "Skill" groups together a set of agents that can answer a specific call type.

Call Center Reporting

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A web-based application that provides easy visibility into call center performance. Call Center Reporting is comprised of: Dashboards, Real-time reporting, and Historical reporting.

Compliance Recording + 90 Day Storage

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The cloud call recording solution maintains industry compliance and facilitates with 100% end-to-end dual-channel call recording where all calls are recorded starting with initial customer connection to the system; including the IVR interaction.

IVR

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An automated telephony system that interacts with callers, gathers information, and routes calls to the appropriate recipients.

Cloud Webphone

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The Webphone is a web-based application for call delivery and handling, using WebRTC and AES/DMCC technologies and provides call control functions for the agent and supervisor.

Screen Capture

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Integrated with Webphone with multi-screen capture capabilities, agents are automatically readied for screen capture and are able to activate which screen they would like to capture when using dual monitors.

Quality Management and Coaching

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Quality Management provides insight into performance on important business drivers helping to make informed business decisions.

Add-Ons

Toll Minutes per Agent

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Payment option for CC Agent Metered Inbound/Outbound Calling Plan Minutes (inclusive of IVR minutes, i.e., applies for caller’s time spent in IVR also)

$0.01/ Minute
$0.01/ Minute
Unlimited Toll Minutes per Agent

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Payment option per CC Agent for Unlimited Inbound/Outbound Calling Plan Minutes

$70/ Month
$70/ Month
Toll-Free Minutes per Agent

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Additional Inbound Calling Plan Minutes for Toll-free Numbers

$0.02/ Minute
$0.02/ Minute

Add-ons are purchased through the Avaya Cloud admin portal once your subscription has been created

Avaya Cloud Contact Center

Avaya Cloud Contact Center is a true, multi-tenant cloud offer providing a customer engagement cloud solution addressing the needs for inbound and outbound, service and sales, omnichannel, and call center management for any business, any size.

Avaya Cloud Contact Center includes some utilized cloud professional services (one-time, upfront) and managed services (recurring or ongoing) with no additional services fees. Optional or add-on Professional and Managed Services are also available and can be added depending on your needs for an additional cost. Please speak to your sales representative for more details.

Currently, there are two user bundles associated with the Avaya Cloud Contact Center offer:

  • Basic Bundle- Key contact center features including self-service administration enabling skills-based routing, DTMF auto attendant and call recording for the Agent and real-time and historical reports for Supervisors.
  • Advanced Bundle- All the features included with the Basic bundle plus screen recording, quality management and coaching abilities.
  • Omnichannel Bundle – COMING SOON- All the features of Basic and Advanced plus email, chat, and omnichannel capabilities.

You may also choose to add on Unlimited Toll minutes, Toll Free Service, and Toll Free minutes for an additional charge per Agent, per month.

Service is supported directly by Avaya and sold through its wholly owned subsidiary Avaya Cloud Inc. ("Avaya Cloud"). The delivery, pricing, billing, support and contracting with the Customer will come from Avaya Cloud.

These Avaya Cloud Contact Center bundles are only available to users in the United States

Frequently Asked Questions

What is Avaya Cloud Contact Center? icon-dropdown-arrow

Avaya Cloud Contact Center is a service allowing you to get all the robust features of an Avaya Contact Center solution delivered in a cloud environment. From call handling, to IVR, to customer experience management, to rich CMS interfaces, Avaya Cloud Contact Center is the choice for businesses looking to accelerate their contact center needs.

Which devices are shipped with the Avaya Cloud Contact Center? icon-dropdown-arrow

Out of the box, Avaya Cloud Contact Center is compatible with the webphone interface. Ask your sales representative for more details.

What level of customization will be available in the Avaya Cloud Contact Center/CCaaS solution? icon-dropdown-arrow

If you are interested in customizing our out-of-the-box CCaaS solution, we can connect you with Avaya Professional Services who specialize in agile, custom software development, solutions, and integrations. Please contact us to learn more.

Is there a cap on the number of users for Avaya Cloud Contact Center? icon-dropdown-arrow

No, a customer will simply have to add additional seats when needed.

Are there Third Party CRM integrations available for the Avaya Cloud Contact Center? icon-dropdown-arrow

Third party integrations will be evaluated on an ongoing basis.

Is the CCaaS solution data-redundant? icon-dropdown-arrow

Yes.

Does Avaya Cloud Contact Center support Avaya SBC Remote Worker Solution? icon-dropdown-arrow

Not at this time.

Does Avaya Cloud Contact Center support One-X Agent Telecommuter Mode for WFH agents? icon-dropdown-arrow

Yes, we do.

Does the Avaya Cloud Contact Center support SIP trunking? icon-dropdown-arrow

Yes, SIP trunking is supported through our Avaya Cloud infrastructure

How does a user access their CMS reports in the cloud environment? icon-dropdown-arrow

The reports will be provided in the cloud solution interface. Future iterations will have the ability to import historical reports enabling the cloud CMS to display a unified, holistic view.

Will reporting be accessible across all channels? icon-dropdown-arrow

Yes, reports will be pulled across all channels through the abstraction layer.

Which languages are supported by Avaya Cloud Contact Center? icon-dropdown-arrow

Currently English is the only language supported, with new languages planned for future releases.

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