Aura is a cloud-based contact center software platform offered by Avaya. It provides features for managing customer interactions across multiple communication methods, such as Voice, Chat, Email, and Social Media. Aura is designed to help organizations improve customer service, increase agent productivity, and gain insights into customer behavior on contact center performance. It is used by businesses of various sizes across different industries.
Avaya Aura’s key capabilities include:
- Omnichannel customer engagement
- Intelligent routing and queue management
- Real-time reporting and analytics
- Customizable IVR (Interactive Voice Response)
- CRM (Customer Relationship Management) integration
- Workforce management tools
- AI-powered chatbots and conversational interfaces
How does Avaya Aura Contact Center work?
Since Aura is a cloud-based platform that allows organizations to manage all customer interactions from a single platform, several components include:
- Omnichannel capabilities – Customers can contact the company via voice, chat, email, social media, etc. and Aura handles the routing
- Intelligent call routing – Aura uses AI to automatically route customers to the best-suited agent based on factors like agent skill, availability, customer history, etc.
- Real-time reporting – Aura provides dashboards and analytics to monitor key contact center metrics like call volume, agent performance, customer satisfaction, etc.
- CRM integration – Aura integrates with popular CRM systems to provide agents with customer context during interactions.
- Workforce management – Aura includes tools to forecast demand, schedule agents, and manage agent activities and breaks.
- Self-service options – Aura enables companies to set up chatbots and IVR systems to handle common customer queries without agent involvement.
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Who uses Avaya Aura Contact Center today?
Aura contact center is used by a variety of organizations, including:
- Enterprises: Large companies across industries like retail, finance, healthcare, etc. use Aura to manage customer service and support.
- Small-to-medium businesses (SMBs): Smaller companies leverage Aura’s cloud-based model and scalable features to improve their customer engagement
- Business process outsourcers (BPOs): BPOs and contact center service providers use Aura to deliver omnichannel services to their clients.
- Government agencies: Public sector organizations employ Aura to enhance citizen services and engagement.
- Non-profit organizations: Charities, NGOs, and other non-profit groups use Aura to handle donor inquiries and volunteers.
The flexibility and breadth of Aura’s capabilities make it suitable for organizations of different sizes and across diverse sectors. Companies are attracted to Aura’s ease of deployment, integration with existing systems, and the ability to provide seamless, contextualized customer experiences.
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Aura contact center pricing typically follows a few common models:
- Per-user/agent pricing: Organizations pay a monthly or annual fee per agent or user license.
- Volume-based pricing: Pricing is based on factors like call volume, minutes of usage, or number of interactions
- Tiered pricing: Aura offers different pricing tiers based on the features and capabilities required, from basic to enterprise-level.
We do recommend utilizing our Contact Center RFP process, which can create a template for use in a project.
In addition, Aura may offer:
- Usage-based add-ons: Extra fees for advanced features like call recording, workforce management, etc.
- Implementation and onboarding fees: One-time charges for deployment and training.
- Enterprise-level custom pricing: Flexible arrangements for large organizations with complex requirements.
The exact pricing structure and costs can vary depending on the Aura package, the specific needs of the customer, and factors like number of users, call volume, and contract term. Many providers also offer free trials or demos to allow prospective customers to evaluate the platform before committing.
How long does it take to implement Avaya Aura Contact Center?
The implementation timeline for Aura Contact Center can vary depending on the complexity of the deployment, but typically it can be implemented in 4-12 weeks.
Some key factors that impact the implementation timeline include:
- Complexity of integrations with existing systems (CRM, telephony, etc.)
- Customization required for specific business workflows
- Number of contact center agents and locations
- Training requirements for agents and administrators
- Data migration from legacy systems
In general, a straightforward deployment with basic integrations can be completed in 4-6 weeks. More complex implementations with extensive customization or large-scale rollouts may take 8-12 weeks or longer.
Aura’s cloud-based architecture and implementation methodology are designed to accelerate the deployment process compared to on-premise contact center solutions. The vendor also provides dedicated project management and support throughout the implementation.
Can Avaya Aura Contact center port with my legacy pbx?
Yes, Aura Contact Center supports porting and integrating existing legacy PBX (Private Branch Exchange) systems.
Aura’s migration and integration capabilities allow organizations to seamlessly transition from on-premises PBX to Aura’s cloud-based contact center platform. The key steps involved in porting a legacy PBX system to Aura include:
- Assessment of the existing PBX infrastructure and features.
- Mapping of PBX functionality and call flows to Aura’s capabilities.
- Configuration of Aura to replicate and enhance the legacy PBX features.
- Integration between Aura and the existing telephony system or PBX.
- Data migration of agent, customer, and call history information.
- Testing and validation of the integrated system.
- Cutover and go-live support.
Aura’s flexible architecture and open APIs enable a smooth migration process, allowing organizations to retain their existing investments while benefiting from Aura’s advanced omnichannel, reporting, and workforce management capabilities. The vendor also provides professional services to assist with the implementation and ensure a seamless transition.
Does Avaya Aura migrate clients off an existing contact center?
Yes, Aura Contact Center is capable of migrating clients off their existing contact center platforms. Aura’s migration services include:
- Assessment of the current contact center infrastructure and requirements
- Mapping of existing call flows, IVR scripts, and other configurations
- Data migration of agent profiles, customer information, and historical contacts
- Integration with the legacy telephony and CRM systems
- Deployment of Aura’s cloud-based contact center platform
- Training and change management support for the transition
Aura’s experienced professional services team works closely with clients to ensure a seamless migration with minimal disruption to ongoing operations. The goal is to help organizations leverage Aura’s advanced omnichannel, workforce management, and analytics capabilities while preserving their existing investments.
The migration timeline and approach are tailored based on the complexity of the current system and the scope of the integration. Aura provides a structured methodology to map requirements, execute the technical implementation, and drive user adoption during the transition.
What is the minimum user license for Avaya Aura contact center?
The minimum user license for Aura contact center is typically 5 users. However, specific pricing and minimum requirements can vary based on the vendor and the organization’s needs. I recommend checking with the Aura sales team for the latest details on their licensing options and minimum thresholds.
Final considerations of Avaya Aura Contact Center.
Many organizations have added additional overlay environments into their Contact Center deployments. Audio/Visual (AV) can be an added bonus with peripheral and collaboration for internal and external client communications. Gamification can be amplified across the contact center floor with real time stats and more. AV is not a requirement for Aura or any Contact Center, however we have assisted many organizations to utilize this tech. If you would like to see an AV demo just ask us and you’ll see state of the art equipment including branded wall wraps of your business. We even have an AV calculator to see approximate costs, check it out! Finally, many organizations have standardized on Microsoft Teams or Zoom and you can see how these rooms are built for your internal video.
How to obtain a free design and price for Avaya Aura Contact Center?
If you would like a free Macronet Services assessment on Aura before engaging with Avaya, we would be happy to provide one. Simply contact us so a Solution Architect can listen to your Contact Center requirements to assist you quickly. Contact Us Here!