The on-premises Avaya Aura Platform delivers unified communications and customer service solutions, designed to enhance employee and customer experiences. It is presented as real time communications architecture using session-based collaboration technologies, and is used to enable multi-modal unified communications and omnichannel customer experience solutions.
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RingEX
Score 8.5 out of 10
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RingEx is a cloud-based VoIP solution available via computer mobile application. It features video and audio conferencing, desktop phone rentals, collaboration tools, and integrations with other business applications. Plans are available on a monthly, per user subscription basis.
Avaya Aura is secure and reliable; in our case, for customers that looking for stable solutions on voice, Avaya Aura is that solution fit. In a scenario where our customer is looking for digitalization, I think Avaya Aura is less appropriate.
When setting up a new user with a phone. I can call in their support line. They followed me through every step of setting up the new phone. Our office has very specific settings, and our support staff will walk you through the completion. Even do test calls, making sure the user is properly set up for voicemails, faxes, or any type of notifications.
So one of the things it's done well is it's stable. It's networked at all the sites. We have five-digit dialing everywhere, and one of the features we like is the crisis alert feature. So if somebody calls 911 at a particular school, it sets an alarm off on the phones upfront and displays the extension number and the room number of who called 911. So they can respond and they know where to send first responders. So it's pretty cool.
Customer support is rudimentary. They should improve tier 1 customer support's ability to understand our needs rather than asking customers to reinstall the app
Revolving door of account managers, which causes loss of continuity in discussing opportunities
Analytics is not complete. Details about faxing and web meetings is missing.
We are grandfathered into our unlimited toll-free minutes plan. We are very unlikely to switch because of that. It has been the major factor saving us a lot of money compared to switching to other solutions. I don't know any other company that still offers these unlimited plans.
Avaya Aura is extremely complex. Now that AI has come into the fold, Avaya needs to apply AI processes and tools to help identify and resolve issues with an installed platform. In addition, proactively identify potential issues. Ayaya has had some financial difficulties over the last few years. This may be why they outsource their expensive support. Our customer experience would benefit by having access to Avaya knowledgeable Engineers for questions about products and services as needed.
They were working on updating a few of the modules while we were going live, so this made usability difficult to train on once they did go live with those changes. Now that the changes are in place, we have really enjoyed the usability of the platform
I never had a failure. RingEX tests its infrastructure periodically and pushes handset updates automatically without interrupting the user or team's operation. The few issues with offline phones resulted from our internal network, never theirs. Like with all VoIP systems, it's as good as the network. However, using the mobile app means you can always take calls.
Occasional bandwith issues. In addition to this, I have one individual whose calls are blocked. We were not able to determine whether this was a RingEX or a carrier issue.
Call-in support is fantastic. I have never called in and had it taken more than 30 minutes to resolve our issue. Email support is terrible. You will likely go 24+ hours until you hear back and the response is likely a canned one. I personally prefer the email or chat support option, but find myself calling instead because the email support experience is so poor.
If someone has an existing system I tell them to keep that running initially and keep RingEX separate initially until the system is configured and tested to one's satisfaction. After testing and configuration is completed, then roll over the main phone numbers to the new RingEX system. I've seen one person who immediately flipped over to RingEX without properly configuring/testing the software and had many issues with missed customer calls until I helped him sort out his configuration.
So I've seen the Cisco product out there. I've seen the old Nortel products, Mitel, I've been doing this for a long time. I've seen a lot of other products. And Avaya, Nortel were the Western Electric and Northern Electric of the world way back when. So pretty much the grandparents of all the other stuff that's out there. So their foundation is really strong. So I think this product stacks up amazing, especially for places that are mission critical, like hospitals, maybe the military, and stuff like that. They have the app, if you need an app, they do stuff on mobile devices, and that you can have remote workers. So I think they stack up really well against the other companies. The problem is probably advertising and the schools that are teaching this stuff are promoting a particular product and that's where the other products have the advantage. They're in the schools and it's, I call it indoctrination, but they're in the schools and they're teaching the people. The other product, their competitors are teaching in the schools, their product line. And that's how they can do promotion better.
RingEX provides better service and features at a competitive price. There really is no comparison between the two solutions. Spectrum Business gives us reliable land line phone service with multiple lines and reliable business internet. Adding new lines is a physical experience with a visit from a spectrum technician. RingEX provides everything we need from the phone system to additional tools like video meetings and conference calling all with a very user friendly application. Adding new lines is just a click away
We have 75 users and 85 phones on the system and have yet to have any noticeable outages. The system just works all of the time without issues. Our old VOIP system on Voyant would go out all the time for multiple hours. RingEX is much more stable and reliable.
As far as a negative impact on a surface level, not too much negative impact was to go right into that and we had the scare eight months ago. Well, we didn't know if Avaya was a product we were going to be able to continue with. But after this conference, we got the warm and fuzzies back. That is a product that we can keep for a number of years and they'll continue to grow and keep on upgrading it and stay current. So we'll be sticking with that.
