Avaya Contact Center Pricing: Is It Worth It?

Originally known for its on-premises business phone system, Avaya has evolved into a cloud contact center solution that helps businesses manage their customer interactions across multiple channels, including voice, email, chat, and social media. 

However, its rigid pricing and complex setup often push users to seek more flexible and reliable Avaya alternatives like Nextiva. 

In this article, we’ll discuss Avaya’s features, capabilities, and pricing packages and show you why Nextiva is a better option for your contact center. 

Avaya Contact Center Explained

Avaya started as an on-site business phone system for enterprise organizations. Over time, it has evolved into a cloud-based contact center solution for omnichannel customer engagement.

However, its evolution has been riddled with challenges. Since 2017, the company has filed for bankruptcy twice and still struggles to balance its on-premises solutions with more modern cloud contact center services.

Nevertheless, it has many features suited to enterprise-level organizations, including attribute resource selection, self-service automation, and Bring Your Own Channel.

Avaya components

Avaya offers a wide range of contact center products designed to meet the needs of businesses of all sizes and in all industries. Its most popular UCaaS products include: 

• Avaya Aura Contact Center: A modern contact center solution that provides multimedia routing, workforce optimization, and outbound self-service for mid-sized enterprises. 
• Avaya Enterprise Cloud: Running on Microsoft Azure, Avaya Enterprise gives you the best of two worlds: an on-premises contact center that’s fully integrated with the cloud. This integration allows customers to leverage the power of Azure’s cloud infrastructure to deploy and manage their communication and collaboration solutions. 
• Avaya Contact Center Select: Avaya Contact Center Select is a real-time telephony platform. It integrates with Avaya IP Office, providing a wide range of call center features, including skill-based call routing and reporting, and unified agent management.

Services and features

Here’s what users love the most about Avaya.

1. Omnichannel integration

Avaya Cloud Office application powers your entire business communication setup from a central platform. That way, you can make calls, host video meetings, and chat with your team in one application instead of switching between multiple channels — making your contact center more efficient. 

2. Cloud integration

Avaya’s hybrid cloud experience allows businesses to take advantage of the benefits of both cloud and on-premise solutions. With Avaya’s hybrid cloud approach, businesses can leverage the scalability, flexibility, and cost-effectiveness of cloud solutions while still maintaining control over their critical data and applications. 

This approach allows businesses to choose the deployment model that best suits their needs, whether that’s a fully cloud-based solution, a fully on-premises solution, or something in between.

3. Integrations 

Avaya is known for its extensive integration capabilities that enable businesses to seamlessly connect their contact center with a wide range of native applications and third-party platforms. 

Businesses can create a highly customized and streamlined communication and collaboration environment that meets their specific needs and workflows. For example, you can connect the Avaya Experience Platform to your CRM software, allowing your agents to access updated customer information for personalized interactions. 

4. Management and support

Avaya provides end-to-end contact center management and support, and Avaya Enterprise Cloud manages your contact center on-premises or as a dedicated cloud. 

Avaya Managed Services provides continual updates and backend maintenance. There’s also a consulting arm that provides expert advice on optimizing customer journeys and communications strategies.

Avaya Contact Center Pricing

Avaya’s published pricing is based on a three-year contract for call centers with 200–399 users. 

The actual pricing may be much higher for smaller businesses over a shorter term. You also need to contact sales for an exact pricing quote based on your preferred package. 

That said, here’s a quick table showing what each Avaya pricing package offers: 

	Best For	Top Features	Pricing (Per User/Month)
Digital (non-voice)	Small and medium-sized centers looking for comprehensive call center software	Unlimited email, web chat, and text messaging Bring Your Own Channel​ and chatbot AI-powered self-service automation ​Intelligent routing​ Conversational AI	$35
Voice (non-digital)	Organizations that are scaling their customer experience across multiple digital channels	Inbound voice​ Preview outbound dialing AI-powered self-service automation ​Intelligent routing​ Conversational AI​ Voice recording​	$60
All media	Medium-scale and enterprise organizations that are scaling to omnichannel customer engagement	All digital capabilities All voice capabilities Blended media that simultaneously serves voice and digital inquiries​ Workforce engagement that drives employee performance and enhances compliance	$89

Avaya also offers a highly customizable package that lets you create a solution that meets your unique contact center needs. But, while this can be seen as a benefit for enterprise contact centers seeking tailored solutions, it adds complexity to the budget planning process for smaller organizations. 

Avaya vs Nextiva: Feature Comparison

Why It’s Time to Rethink Your Communications Stack

Legacy providers like Avaya are costing businesses more than they realize — not just in dollars, but in operational agility. When you’re managing siloed tools, complex on-premises infrastructure, and fragmented customer data, your team can’t respond quickly to customer needs. More importantly, your customers feel the friction.

With 86% of CX leaders struggling to unify customer data across systems, companies are discovering the hidden cost of complexity. Avaya’s mix of modular add-ons, hybrid deployments, and middleware requirements creates an architecture that’s increasingly difficult to scale and maintain, especially for teams focused on delivering exceptional customer experiences rather than managing IT infrastructure.

Nextiva eliminates that operational burden entirely. It’s a cloud-native platform that consolidates voice, video, messaging, analytics, and automation into a single system designed for businesses that need to move fast and scale efficiently. 

With over 1 million users and 100,000+ businesses relying on its infrastructure, Nextiva delivers the simplicity and reliability that modern contact centers require.

Unified Communications Suite

Avaya’s modular approach often means voice, video, and messaging operate as separate systems that require middleware or complex integrations to work together. This fragmentation creates workflow delays, context gaps during customer handoffs, and collaboration friction that slows down resolution times.

Nextiva unifies everything in a single interface. Teams can seamlessly transition from chat to voice to video without switching applications or losing conversation context. Customer interactions stay connected across channels, and agents have immediate access to complete interaction history, whether they’re working remotely, in-office, or hybrid.

Analytics & Reporting

Advanced analytics have become essential for contact center optimization, but with Avaya, deep insights often depend on third-party tools, custom development, or IT workarounds. This creates delays between gathering data and acting on customer insights, which is exactly when speed matters most.

Nextiva provides built-in, real-time dashboards with sentiment scoring, churn forecasting, and performance analytics — no additional vendors or development cycles required. This empowers CX teams to identify trends, address issues, and optimize workflows immediately rather than weeks later. According to recent data, 94% of companies reported ROI from CX investments over the past five years. Built-in analytics are how you realize that return quickly.

Reliability & Uptime

Avaya’s hybrid and on-premises solutions place the operational burden of uptime squarely on internal IT teams. When systems fail, it becomes your team’s emergency to resolve, and often during critical customer interactions.

Nextiva removes that risk entirely with 99.999% uptime powered by geo-redundant data centers serving over 1 million users. Your contact center stays operational regardless of local outages or infrastructure issues. You also get complete transparency with real-time uptime monitoring and status reporting.

Integrations & Extensibility

Customizing Avaya typically requires middleware, custom APIs, or professional services, adding both cost and implementation complexity. Limited out-of-the-box integrations often mean longer deployment timelines and higher total cost of ownership.

Nextiva offers native integrations with 30+ essential business tools, including Salesforce, Zendesk, Microsoft Teams, and HubSpot. These prebuilt connections eliminate the need for custom development, reduce IT workload, and enable automation across your entire customer experience stack from day one.

Support & Onboarding

Avaya’s tiered support model often requires purchasing additional professional services for the implementation and ongoing support that most teams need. This inflates your total cost of ownership and delays time to value. Nextiva includes comprehensive onboarding, platform training, and 24/7 U.S.-based support as standard — no hidden fees or additional service contracts required. This simplified approach is why 81% of CX leaders report that consolidating tools into a single platform improves customer experience while reducing operational complexity.

Why Businesses Are Choosing Nextiva in 2025

After evaluating features, total cost of ownership, and long-term scalability, organizations consistently choose Nextiva over legacy providers. It’s not just about having more modern tools; it’s about the operational efficiency of using them.

Here’s why businesses are making the switch:

• Faster time to value: Transparent pricing and streamlined implementation mean you can start delivering better customer experiences immediately, not after lengthy sales cycles or complex deployments.
• Built-in flexibility: Choose monthly or annual billing and scale features as you grow without restrictive contracts or vendor lock-in.
• Reliable by design: With 99.999% uptime and carrier-grade infrastructure, your contact center operates consistently when customers need you most.
• Proven performance: Nextiva consistently ranks as a top performer in Gartner Peer Insights and other leading industry review platforms.

In 2025, businesses can’t afford to settle for fragmented systems that slow teams down and frustrate customers. Nextiva provides a unified platform to streamline operations, elevate customer experiences, and scale efficiently without the operational overhead that legacy providers require.

Nextiva delivers a unified, intuitive platform built to scale with your business growth. From transparent pricing to real-time analytics and workflow automation, it provides everything your team needs to deliver superior customer service without the complexity. 

1. Transparent and flexible pricing 

Unlike Avaya, where customers must contact sales to get an accurate quote, Nextiva’s pricing for its base plan is right there on its website, so you know what to expect from the get-go. This means you can purchase your contact center software and enjoy its ROI early instead of wasting time on lengthy sales conversations just to start off. For more extensive solutions, you can always contact Nextiva’s sales team. 

Nextiva also offers more flexible pricing options than Avaya. While Avaya mostly locks you into three-year contracts, Nextiva allows monthly or annual payments to suit different budgets. 

For $75 per month, Nextiva gives you a contact center with outbound and inbound calling capabilities, real-time reporting, and workflow automation. And, you can upgrade anytime to access more contact center features as your organization scales. 

2. Comprehensive features

Nextiva offers everything you need to run an efficient contact center at scale, including unlimited calling, video conferencing, and advanced call routing, as well as access to real-time analytics.

Let’s discuss each of these a bit more:

• Unlimited calling: Enjoy unlimited VoIP calls in Canada, the U.S., and Puerto Rico — which eliminates the need for landlines and reduces phone costs. 
• Video conferencing: Nextiva has built-in video conferencing software that lets you host and join video meetings right in your VoIP phone system.
• Advanced call routing: Automatically queue and distribute incoming calls to the best-fit agent based on a predefined set of rules and criteria, such as an agent’s skill set. This improves agents’ efficiency, reducing call wait times and improving customer experience. 
• Real-time analytics: Monitor your call center performance in real time using Nextiva’s robust analytics features. You can track call metrics, record and analyze calls for insights, and share data with your team using customized dashboards. 

And those aren’t all. There are other benefits of signing up for Nextiva’s contact center as a service offering. 

3. User-friendly

Something that stands out for our users is how easy it is to set up and start using Nextiva. You don’t need any special tech skills to implement our contact center solution — simply follow our implementation guidelines, and the software will be up and running in no time. 

But don’t just take our word for it. Hear from one of our users:

While Avaya is easy to use, some customers struggle to implement certain capabilities like SIP trunking. Avaya’s platform can also get buggy, affecting your agents’ productivity. 

4. Highly reliable

With eight points of presence and carrier-grade data centers, Nextiva offers a superior 99.999% network uptime, ensuring practically zero disruptions. You can also see its uptime status in real time to check if its performance has slowed for any reason.

Some Avaya users experience frequent downtime, leading to call disruptions. At their worst, calls are missed, dropped, or experience audio glitches or pops. 

You Get It All With Nextiva

While Avaya offers decent contact center capabilities, its expensive pricing plans and complex implementation processes will likely hold you back. 

Nextiva, on the other hand, offers an all-in-one contact center solution with comprehensive features, flexible price plans, and a great user experience. It’s the best choice for organizations looking to efficiently scale their contact center operations. 

Click the “Get started” button below to check out our detailed breakdown of Nextiva’s contact center solutions to find a package that’s right for your business.