Freedom251 › Call Center Software
Avaya Aura Contact Center
What Avaya Aura Contact Center is
Avaya Aura Contact Center provides assisted voice and multimedia customer-contact functions for large organizations with distributed communications environments. It offers real-time call control, multimedia handling, routing, prioritization, and statistical reporting. Supported contacts include voice, email, instant messaging, web communications, outbound contacts, SMS, faxed and scanned documents, social networking, and voicemail. Avaya Call Center Elite handles inbound and outbound operations and routes contacts to agents, skills, and service resources. Administrators and supervisors can use live displays and historical reports for activity, performance, and service trends. The software connects with Avaya Aura Unified Communications through SIP-enabled technologies and with Communication Server 1000 through AML. It integrates with Experience Portal for automated transactions and IVR services, and lists Contact Control Service plus REST and SOAP SDKs. Windows and Linux are supported, including Windows virtual-machine and VMware deployments. Multimedia channels may need external email or application servers. Aura 10.3 lists JITC and FIPS 140-3 compliance enhancements. Pricing is on request.
Who it suits
It is designed for large organizations with complex, distributed communications and contact-center needs. Teams needing voice, digital channels, routing, reporting, Avaya integrations, and open APIs may find its scope suitable.
What it does well
- Supports voice and numerous multimedia contact types
- Inbound and outbound intelligent routing
- Real-time and historical reporting
- REST, SOAP, and Contact Control SDKs
- Windows and Linux deployment options
What to know first
- Pricing is on request
- Some multimedia channels need additional infrastructure
- Agents can handle up to five concurrent contacts
- Older releases have listed support end dates
Limits
An agent can be assigned up to five concurrent multimedia or non-voice contacts; other contacts wait while one is active. Contact Center Multimedia requires Multimedia, Open Queue, and at least one internet contact-type license. Some multimedia channels may also need external email or application servers.
Getting started
- Visit the Avaya Aura product website
- Request pricing from Avaya
- Choose a Windows or Linux deployment
- Deploy contact-center servers on Windows virtual machines or VMware
- Connect required Avaya communications and Experience Portal services
- Configure multimedia infrastructure and required licenses
Verdict
Avaya Aura Contact Center combines broad channel handling with Avaya telephony integration, routing, reporting, and developer interfaces. Its infrastructure requirements, concurrency limit, and release-support history should be reviewed during planning.
Questions
What platforms does Avaya Aura Contact Center support?
The suite runs on Windows and Linux. Avaya documents server deployments on Windows virtual machines and VMware, and lists API and self-hosted availability.
What contact channels are supported?
Supported types include voice, email, instant messaging, web communications, outbound contacts, SMS, faxed and scanned documents, social networking, and voicemail.
How is the product priced?
It is a paid product, with pricing available on request.
Does it provide reporting?
Yes. Avaya Call Center Elite provides real-time and historical reporting on activity, performance, and service trends.
What integrations and interfaces are available?
It connects with Avaya Aura Unified Communications through SIP and Avaya Communication Server 1000 through AML. Avaya also lists Experience Portal integration, REST and SOAP SDKs, Contact Control Service SDKs, and open integrations with platforms including Microsoft Teams and Zoom.
Facts from Avaya Aura Contact Center's own pages
- Agent concurrency limit
- An agent can be assigned up to five concurrent multimedia or non-voice contacts, with other contacts placed on hold while one is active. · support.avaya.com, 12 Oct 2026
- Contact center routing
- Avaya Call Center Elite supports inbound and outbound contact center operations and intelligent routing to agents, skills, and service resources within Aura environments. · avaya.com, 12 Oct 2026
- Contact channels
- Supported multimedia contact types include scanned documents, social networking, and voicemail, alongside voice and other internet contact types. · support.avaya.com, 12 Oct 2026
- Contact types
- Supported multimedia contact types include email, instant messaging, web communications, outbound contacts, SMS, faxed and scanned documents, and voicemail. · support.avaya.com, 12 Oct 2026
- Current release support
- Avaya states that Aura Contact Center 7.1.2.2 SP2 is generally available and fully supported on Aura and CS1000 platforms until further notice. · support.avaya.com, 12 Oct 2026
- Deployment
- Avaya documents Contact Center server deployments on Windows virtual machines and VMware virtualization. · support.avaya.com, 12 Oct 2026
- Developer interfaces
- Avaya lists Contact Control Service SDKs and REST and SOAP open interface SDKs for Aura Contact Center. · avaya.com, 12 Oct 2026
- Digital channel scope
- voice_plus_digital · avaya.com, 22 Sept 2026
- Inbound calling
- Yes · avaya.com, 22 Sept 2026
- Infrastructure limits
- The guide states that multimedia contact types may require additional infrastructure, such as an external email server for email and an external application server for web communications. · support.avaya.com, 12 Oct 2026
- Integration
- Avaya Aura Contact Center integrates with Avaya Aura Experience Portal for automated customer transactions and IVR services. · support.avaya.com, 12 Oct 2026
- Integrations
- Avaya says Aura integrates with enterprise applications and collaboration platforms through open APIs and standardized protocols, including REST APIs and platforms such as Microsoft Teams and Zoom. · avaya.com, 12 Oct 2026
- Intended users
- Avaya describes Aura as designed for large organizations with complex, distributed communications environments. · avaya.com, 12 Oct 2026
- Older release limits
- Avaya lists end of manufacture support dates for releases 7.0 through 7.1.2.1, with 7.1.2.1 support ending September 30, 2024. · support.avaya.com, 12 Oct 2026
- Operating systems
- The Contact Center 6.3 security guide describes the software suite as running on Windows and Linux operating systems. · support.avaya.com, 12 Oct 2026
- Optional licensing
- Contact Center Multimedia requires licenses for Contact Center Multimedia, Open Queue, and at least one internet contact type. · support.avaya.com, 12 Oct 2026
- Outbound dialer
- Yes · avaya.com, 22 Sept 2026
- Product scope
- Avaya Aura Contact Center provides real-time call control, multimedia handling, and statistical reporting. · support.avaya.com, 12 Oct 2026
- Purpose
- Avaya Aura Contact Center provides assisted voice and multimedia customer contact solutions. · support.avaya.com, 12 Oct 2026
- Reporting
- Avaya Call Center Elite provides real-time and historical reporting on contact center activity, performance, and service trends. · avaya.com, 12 Oct 2026
- Routing and reporting
- Multimedia contacts are subject to routing and prioritization, and administrators and supervisors can use historical reports and real-time displays. · support.avaya.com, 12 Oct 2026
- Scale
- Avaya lists Aura capacity of up to 300,000 users and 1 million devices per instance. · avaya.com, 12 Oct 2026
- Security
- The Contact Center 6.3 firewall policy opens ports required for the solution and closes ports not needed for it to function. · support.avaya.com, 12 Oct 2026
- Security standards
- The Avaya Aura product page says Aura 10.3 includes compliance enhancements for JITC and FIPS 140-3. · avaya.com, 12 Oct 2026
Where Avaya Aura Contact Center stands on Freedom251
- Call Center Software#76 of 122