-11
NPS
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Avaya
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About Avaya's Brand
Avaya is the global leader in customer experience solutions for large enterprises. Avaya contact center and communications technology helps power immersive, personalized, and unforgettable customer experiences that drive business momentum. With the freedom to choose their journey to innovation, there’s no limit to the experiences Avaya customers can create. Among its major competitors, Avaya is ranked in 7th place for NPS while Cisco is 1st, and Nuance Communications is 2nd. Overall, Avaya has a neutral social sentiment, when analyzing social media channels and online mentions.Their current valuation is $2.45B
Brand at a Glance
67%
Customer Loyalty
3.1/5
Product Quality
3.3/5
Pricing
3.4/5
Customer Service
Avaya CMO
Morag Lucey
Morag Lucey serves as the Chief Marketing Officer of Avaya. Morag started at Avaya in Oct of 2015. Morag currently resides in the Greater Seattle Area.
Avaya Ranking
- #4 / 4 of its competitors
Avaya NPS
Avaya's Net Promoter Score (NPS) is a -11 with 40% Promoters, 9% Passives, and 51% Detractors. Net Promoter Score tracks whether Avaya's customers would recommend using the product based on a scale of -100 to 100.
Avaya Overall NPS
| 40% | Promoters |
|---|---|
| 9% | Passives |
| 51% | Detractors |
Avaya NPS Trend
-100
-50
0
50
100
| Summary | Date | Score |
|---|---|---|
Mar 2023 -24 | Mar 2023 | -24 |
Apr 2023 -22 | Apr 2023 | -22 |
May 2023 -18 | May 2023 | -18 |
Jun 2023 -13 | Jun 2023 | -13 |
Aug 2023 -15 | Aug 2023 | -15 |
Sep 2023 -15 | Sep 2023 | -15 |
Oct 2023 -12 | Oct 2023 | -12 |
Nov 2023 -12 | Nov 2023 | -12 |
Feb 2024 -14 | Feb 2024 | -14 |
Mar 2024 -12 | Mar 2024 | -12 |
May 2024 -14 | May 2024 | -14 |
Dec 2024 -10 | Dec 2024 | -10 |
How Other Brands Compare
Avaya is ranked #4 for NPS among its competitors. Cisco and Ericsson come in first and second, with Genesys coming in at third. Among those competitors, it is the third most valued company behind Cisco.
What is NPS
Net Promoter Score (NPS) is a management tool that can be used to gauge the satisfaction of a firm's customer relationships. NPS has been widely adopted as a key metric often linked to the revenue potential of a company’s product or service. The metric is based on customer responses to the question: "On a scale of 0 to 10, how likely are you to recommend the product to a friend?"
Those who respond with a score of 9 to 10 are known as Promoters, and are widely associated with behaviors that create value, including actively encouraging others to use the product or service. Those who respond with a score of 7 or 8 are categorized as Passives, and they are believed to be less likely to exhibit the value-creation traits of Promoters having a largely neutral effect on other consumers. Detractors are those who fall in the score range of 0 to 6 and represent dissatisfied customers of the product sometimes actively recommending against using the product.
Avaya NPS by Gender
Female customers rated Avaya's NPS 79 points higher than Male customers.
Male
-37
Avaya's NPS was rated -37 by Male customers on Comparably.
27%
Promoters
9%
Passives
64%
Detractors
Female
42
Avaya's NPS was rated 42 by Female customers on Comparably.
71%
Promoters
0%
Passives
29%
Detractors
Avaya NPS by Ethnicity
Avaya's NPS was rated the highest by Other customers, and the lowest by Caucasian customers.
-100
-50
0
50
100
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian -78 | Caucasian | -78 |
Other 100 | Other | 100 |
Avaya NPS by Age
Avaya's NPS was rated the highest by customers ages 41-45, and the lowest by customers ages 56-60.
Avaya NPS by Usage
Avaya's NPS was rated the highest by customers who have used Avaya's products/services for 5 to 10 Years, and the lowest by customers with Less than 1 Year of usage.
-100
-50
0
50
100
| Summary | Usage | Score |
|---|---|---|
Less than 1 Year -60 | Less than 1 Year | -60 |
5 to 10 Years 50 | 5 to 10 Years | 50 |
Over 10 Years -40 | Over 10 Years | -40 |
Avaya NPS vs. Competitors
Compared to its competitors, Avaya's NPS is rated right above ScanSource, and is preceded by NICE Ltd.
| COMPANY | NPS Score | |
|---|---|---|
 | Cisco | 36 |
 | Nuance Communications | 36 |
 | Ericsson | 34 |
 | Mitel Networks | 12 |
 | Genesys | 11 |
 | NICE Ltd | 0 |
| Avaya | -11 |
 | ScanSource | -14 |
 | inContact | -17 |
 | Alcatel-Lucent | -30 |
 | Telephone and Data Systems | -100 |
Avaya Customer Reviews
Out of the 4 Avaya customer reviews 2 were positive and 2 were constructive. Avaya customer reviews reflect that more than half of the customers expect a better service or product from the company and believe there is room for improvement.
All Reviews
Positive Reviews
Constructive Reviews
Avaya Customer Loyalty
67%
Customer Loyalty is a strong indicator of whether or not a customer will choose a brand repeatedly over a competitor that offers similar products/services.
67% of Avaya users/customers answered "Yes" when asked: "Would you consider yourself a loyal user/customer?"
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Avaya Customer Loyalty Score by Gender
Female customers rated Avaya's Customer Loyalty score 7% higher than Male customers.
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Male
67%
Yes
Female
74%
Yes
Avaya Customer Loyalty Score by Ethnicity
Avaya's Customer Loyalty score was rated the highest by Other customers, and the lowest by Caucasian customers.
% who answered "Yes"
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Ethnicity data of Avaya.
60
out of 100
Caucasian
100
out of 100
Other
Avaya Customer Loyalty Score by Age
Avaya's Customer Loyalty score was rated the highest by customers ages 41-45, and the lowest by customers ages 46-50.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Age data of Avaya.
0
20%
40%
60%
80%
100%
| Summary | Age | Score |
|---|---|---|
36-40 55% | 36-40 | 55% |
41-45 100% | 41-45 | 100% |
46-50 40% | 46-50 | 40% |
51-55 55% | 51-55 | 55% |
56-60 100% | 56-60 | 100% |
Avaya Customer Loyalty Score by Usage
Avaya's Customer Loyalty score was rated the highest by customers who have used Avaya's products/services for 5 to 10 Years, and the lowest by customers with Less than 1 Year of usage.
Sign Up for Brand Profile PRO to get the full Customer Loyalty by Usage data and uncover the answer to "Would you consider yourself a loyal user/customer?" by usage.
Avaya Customer Loyalty Score by Industry
Avaya's Customer Loyalty score was rated 64% by Tech industry customers.
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Avaya Customer Loyalty vs. Competitors
Compared to its competitors, Avaya's Customer Loyalty score is rated right above Alcatel-Lucent, and is preceded by Nuance Communications.
| COMPANY | Customer Loyalty Score | |
|---|---|---|
| Cisco | 81% |
| Ericsson | 79% |
| ScanSource | 79% |
| Genesys | 78% |
| Mitel Networks | 71% |
| NICE Ltd | 68% |
| Nuance Communications | 67% |
| Avaya | 67% |
| Alcatel-Lucent | 66% |
| inContact | 57% |
| Telephone and Data Systems | 10% |
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Avaya Product Quality
3.1/5
Avaya has an overall Product Quality score of 3.1 out of 5 stars rated by its users and customers.
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Avaya Product Information
Avaya serves markets in the United States, Europe, and Canada. Avaya supports iOS, Web, and Android devices and offers products for medium and large sized businesses.
Avaya’s product quality score is a 3.1 out of 5 as rated by its users and customers. Reviewers from the Tech industry rated Avaya's product the highest.
- Website
- http://www.avaya.com
- Company Size
- 5,001-10,000 Employees
Industry
Telecommunications
Languages Supported
English
Product Type
Call Center Software
Contact Center Software
Quick Insights into Avaya Product Quality
Avaya's Product Quality score was rated highest by customers ages 41-45, and rated lowest by customers ages 56-60.
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Ranked Avaya Product Quality the Highest
Ranked Avaya Product Quality the Lowest
Avaya Product Quality Score by Gender
Female customers rated Avaya's Product Quality score 1.5 stars higher than Male customers.
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Male
2.5/5
Female
4/5
Avaya Product Quality Score by Ethnicity
Avaya's Product Quality score was rated the highest by Other customers, and the lowest by Caucasian customers.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2.1 | Caucasian | 2.1 |
Other 4.3 | Other | 4.3 |
Avaya Product Quality Score by Age
Avaya's Product Quality score was rated the highest by customers ages 41-45, and the lowest by customers ages 56-60.
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0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
36-40 2.5 | 36-40 | 2.5 |
41-45 4.6 | 41-45 | 4.6 |
46-50 2.3 | 46-50 | 2.3 |
51-55 3.5 | 51-55 | 3.5 |
56-60 1.5 | 56-60 | 1.5 |
Avaya Product Quality Score by Usage
Avaya's Product Quality score was rated the highest by customers who have used Avaya's products/services for 5 to 10 Years, and the lowest by customers with Over 10 Years of usage.
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Avaya Product Quality Score by Industry
Avaya's Product Quality score was rated 3.3 stars by Tech industry customers.
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Avaya Product Quality vs. Competitors
Compared to its competitors, Avaya's Product Quality score is rated right above Alcatel-Lucent, and is preceded by Nuance Communications.
| COMPANY | Product Quality Score | |
|---|---|---|
| Cisco | 4.1/5 |
| Ericsson | 4.1/5 |
| Genesys | 3.7/5 |
| Mitel Networks | 3.4/5 |
| NICE Ltd | 3.4/5 |
| Nuance Communications | 3.2/5 |
| Avaya | 3.1/5 |
| Alcatel-Lucent | 3.1/5 |
| ScanSource | 3/5 |
| Telephone and Data Systems | 2.5/5 |
| inContact | 2.2/5 |
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Avaya Pricing
Avaya ROI & Value For Money
3.3/5
Avaya has a value for money and ROI score of 3.3 out of 5 stars rated by its users and customers.
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Avaya Pricing Plans
Avaya has a pricing structure that accommodates medium and large businesses.
Not every product or service fits the needs of a certain user or industry. The users that rank the value for money and ROI highest are mainly from Tech industry.
Who Uses Avaya?
Medium Businesses
Large Enterprises
Quick Insights into Avaya ROI
Avaya's ROI score was rated highest by customers who have used Avaya's products/services for 5 to 10 Years, and rated lowest by customers ages 56-60.
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Ranked Avaya ROI the Highest
Ranked Avaya ROI the Lowest
Avaya ROI Score by Gender
Female customers rated Avaya's ROI score 1.4 stars higher than Male customers.
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Male
2.6/5
Female
4/5
Avaya ROI Score by Ethnicity
Avaya's ROI score was rated the highest by Other customers, and the lowest by Caucasian customers.
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0
1
2
3
4
5
| Summary | Ethnicity | Score |
|---|---|---|
Caucasian 2 | Caucasian | 2 |
Other 4.1 | Other | 4.1 |
Avaya ROI Score by Age
Avaya's ROI score was rated the highest by customers ages 41-45, and the lowest by customers ages 56-60.
Sign Up for Brand Profile PRO to get the full ROI by Age data of Avaya.
0
1
2
3
4
5
| Summary | Age | Score |
|---|---|---|
36-40 3.1 | 36-40 | 3.1 |
41-45 4.1 | 41-45 | 4.1 |
46-50 2.3 | 46-50 | 2.3 |
51-55 3.9 | 51-55 | 3.9 |
56-60 1.5 | 56-60 | 1.5 |
Avaya ROI Score by Usage
Avaya's ROI score was rated the highest by customers who have used Avaya's products/services for 5 to 10 Years, and the lowest by customers with Less than 1 Year of usage.
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Avaya ROI Score by Industry
Avaya's ROI score was rated 3.4 stars by Tech industry customers.
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Avaya Pricing vs. Competitors
Compared to its competitors, Avaya's ROI score is rated right above NICE Ltd, and is preceded by Mitel Networks.
| COMPANY | Pricing Score | |
|---|---|---|
| Ericsson | 4/5 |
| Cisco | 4/5 |
| Nuance Communications | 3.7/5 |
| Genesys | 3.7/5 |
| Mitel Networks | 3.4/5 |
| Avaya | 3.3/5 |
| NICE Ltd | 3.1/5 |
| ScanSource | 3/5 |
| Alcatel-Lucent | 2.9/5 |
| Telephone and Data Systems | 2.5/5 |
| inContact | 2.4/5 |
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Avaya Customer Satisfaction (CSAT)
Avaya Customer Satisfaction (CSAT) Score
49 / 100
Avaya has an overall Customer Satisfaction score of 49 rated by its users and customers.
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Very Satisfied
37%
Satisfied
12%
Neither Satisfied nor Dissatisfied
15%
Dissatisfied
15%
Very Dissatisfied
21%
What is Customer Satisfaction (CSAT) Score
Customer Satisfaction Score (also known as CSAT), is a metric used to quantify how satisfied customers are with a company or brand’s products and services. The Customer Satisfaction Score is based on customers response to the question: “How would you rate your overall satisfaction with the service you received?” The score is calculated using the formula: (The total number answer of “Very Satisfied” and “Satisfied”) ÷ (The total response) x100, and it is generally displayed in percentages. Some of the main benefits of the CSAT for businesses are tracking retention, identifying happy customers and growing relationships, and gaining repeat business to build a sustainable brand.
Quick Insights into Avaya Customer Satisfaction
Avaya's Customer Satisfaction score was rated highest by customers ages 41-45, and rated lowest by Caucasian customers.
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Ranked Avaya Customer Satisfaction the Highest
Ranked Avaya Customer Satisfaction the Lowest
Avaya Customer Satisfaction Score by Gender
Female customers rated Avaya's Customer Satisfaction score 43 points higher than Male customers.
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23 / 100
MaleVery Satisfied | 23% | |
|---|---|---|
Satisfied | 0% | |
Neither Satisfied nor Dissatisfied | 22% | |
Dissatisfied | 22% | |
Very Dissatisfied | 33% |
66 / 100
FemaleVery Satisfied | 33% | |
|---|---|---|
Satisfied | 33% | |
Neither Satisfied nor Dissatisfied | 17% | |
Dissatisfied | 0% | |
Very Dissatisfied | 17% |
Avaya Customer Satisfaction Score by Ethnicity
CSAT according to Caucasian
Avaya's Customer Satisfaction (CSAT) score was rated 0% according to Caucasian users and customers.
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0 / 100
Very Satisfied
0%
Satisfied
0%
Neither Satisfied nor Dissatisfied
25%
Dissatisfied
25%
Very Dissatisfied
50%
CSAT according to Other
Avaya's Customer Satisfaction (CSAT) score was rated 100% according to Other users and customers.
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100 / 100
Very Satisfied
67%
Satisfied
33%
Neither Satisfied nor Dissatisfied
0%
Dissatisfied
0%
Very Dissatisfied
0%
Avaya Customer Satisfaction Score by Age
Avaya's Customer Satisfaction score was rated the highest by customers ages 41-45, and the lowest by customers ages 56-60.
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0
20
40
60
80
100
| Breakdown | Age | Score | |||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 41-45 | 100% | |||||||||||||||
| 56-60 | 0% |
Avaya Customer Satisfaction Score by Usage
Avaya's Customer Satisfaction score was rated the highest by customers who have used Avaya's products/services for 5 to 10 Years, and the lowest by customers with Over 10 Years of usage.
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Avaya Customer Satisfaction Score by Industry
Avaya's Customer Satisfaction score was rated 50 points by Tech industry customers.
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"title": "Avaya Customer Satisfaction Score by Industry",
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"label": "Tech",
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"stars": 0,
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}Avaya Customer Satisfaction vs. Competitors
Compared to its competitors, Avaya's Customer Satisfaction score is rated right above Mitel Networks, and is preceded by ScanSource.
| COMPANY | Customer Satisfaction (CSAT) Score | |
|---|---|---|
| Telephone and Data Systems | 100% |
| Cisco | 77% |
| Ericsson | 75% |
| Nuance Communications | 72% |
| Genesys | 71% |
| NICE Ltd | 56% |
| ScanSource | 50% |
| Avaya | 48% |
| Mitel Networks | 46% |
| Alcatel-Lucent | 25% |
| inContact | 20% |
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Avaya Customer Service
3.4/5
Avaya has an overall Customer Service score of 3.4 out of 5 stars rated by its users and customers.
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About Avaya's Customer Service
Address
350 Mt Kemble Ave, Morristown, NJ 07960
Website
http://www.avaya.com
Phone Number
(908) 953-6000
Avaya's Social Links
Quick Insights into Avaya Customer Service
Avaya's Customer Service score was rated highest by customers who have used Avaya's products/services for 5 to 10 Years, and rated lowest by customers who have used Avaya's products/services for Less than 1 Year.
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Ranked Avaya Customer Service the Highest
Ranked Avaya Customer Service the Lowest
Avaya Customer Service Score by Gender
Female customers rated Avaya's Customer Service score 1.4 stars higher than Male customers.
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Male
2.6/5
Female
4/5
Avaya Customer Service Score by Ethnicity
Avaya's Customer Service score was rated the highest by Other customers, and the lowest by Caucasian customers.
Sign Up for Brand Profile PRO to get the full Customer Service by Ethnicity data of Avaya.
0
20
40
60
80
100
| Summary | Ethnicity | Customer Service Score |
|---|---|---|
Caucasian 2 | Caucasian | 2 |
Other 3.8 | Other | 3.8 |
Avaya Customer Service Score by Age
Avaya's Customer Service score was rated the highest by customers ages 41-45, and the lowest by customers ages 46-50.
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0
20
40
60
80
100
| Summary | Age | Customer Service Score |
|---|---|---|
36-40 3.2 | 36-40 | 3.2 |
41-45 4.1 | 41-45 | 4.1 |
46-50 2 | 46-50 | 2 |
51-55 3.7 | 51-55 | 3.7 |
56-60 2.3 | 56-60 | 2.3 |
Avaya Customer Service Score by Usage
Avaya's Customer Service score was rated the highest by customers who have used Avaya's products/services for 5 to 10 Years, and the lowest by customers with Less than 1 Year of usage.
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Avaya Customer Service Score by Industry
Avaya's Customer Service score was rated 3.3 stars by Tech industry customers.
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Avaya Customer Service vs. Competitors
Compared to its competitors, Avaya's Customer Service score is rated right above Mitel Networks, and is preceded by Nuance Communications.
| COMPANY | Customer Service Score | |
|---|---|---|
| Ericsson | 4.1/5 |
| Cisco | 4.1/5 |
| Genesys | 3.7/5 |
| Nuance Communications | 3.4/5 |
| Avaya | 3.4/5 |
| Mitel Networks | 3.2/5 |
| NICE Ltd | 3.2/5 |
| ScanSource | 3/5 |
| Alcatel-Lucent | 2.8/5 |
| Telephone and Data Systems | 2.5/5 |
| inContact | 2.1/5 |
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Avaya as an Employer
2.8/5
Avaya has a 2.8/5 stars for its overall company culture rated by their employees
bottom
15%
Consumer vs. Employees
Avaya scored a -11 for Net Promoter Score and a -23 for Employee Net Promoter Score. NPS gauges how likely a customer of Avaya would recommend the brand to a friend. ENPS measures how likely Avaya employees would recommend working at Avaya to a friend.
Net Promoter Score
-11
NPS Score
| 40% | Promoters |
|---|---|
| 9% | Passive |
| 51% | Detractors |
Employee Net Promoter Score
-23
eNPS Score
| 32% | Promoters |
|---|---|
| 13% | Passive |
| 55% | Detractors |
