8x8 Work vs. Avaya Experience Platform

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
8x8 Work
Score 8.5 out of 10
N/A
8x8 Work is a collaboration hub for phone, video, and messaging. It brings secure unified communication and collaboration experiences to every employee.
$24
per month
Avaya Experience Platform
Score 8.5 out of 10
N/A
The Avaya Experience Platform aims to turn moments with customers into momentum for businesses by making it easier to deliver memorable experiences across all channels and devices, at all times, giving employees tools to respond faster, with greater insight, while engaging and satisfying the needs of customers. The solution boasts an innovation without disruption approach to reduce the amount of investment required to add best-in-class technologies into the customer experience workflows to drive…
$48
per month
Pricing
8x8 WorkAvaya Experience Platform
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
8x8 WorkAvaya Experience Platform
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeRequired
Additional DetailsDigital - $48.00 (Per User/Per Month) Voice - $83.00 (Per User/Per Month) All Media - $125.00 (Per User/Per Month)
More Pricing Information
Community Pulse
8x8 WorkAvaya Experience Platform
Considered Both Products
8x8 Work
Chose 8x8 Work
Similar functionality, reliability, and cost.
Avaya Experience Platform

No answer on this topic

Top Pros
Top Cons
Features
8x8 WorkAvaya Experience Platform
Cloud PBX
Comparison of Cloud PBX features of Product A and Product B
8x8 Work
8.7
342 Ratings
6% above category average
Avaya Experience Platform
-
Ratings
Hosted PBX8.3194 Ratings00 Ratings
Multi-level Interactive Voice Response (IVR)10.049 Ratings00 Ratings
User templates8.3213 Ratings00 Ratings
Call reports8.3272 Ratings00 Ratings
Directory of employee names8.7307 Ratings00 Ratings
Call Management
Comparison of Call Management features of Product A and Product B
8x8 Work
8.5
389 Ratings
1% above category average
Avaya Experience Platform
-
Ratings
Answering rules8.8348 Ratings00 Ratings
Call recording8.7300 Ratings00 Ratings
Call park8.8279 Ratings00 Ratings
Call screening7.5264 Ratings00 Ratings
Message alerts8.7336 Ratings00 Ratings
VoIP system collaboration
Comparison of VoIP system collaboration features of Product A and Product B
8x8 Work
8.7
283 Ratings
5% above category average
Avaya Experience Platform
-
Ratings
Video conferencing8.6180 Ratings00 Ratings
Audio conferencing8.6245 Ratings00 Ratings
Video screen sharing9.0126 Ratings00 Ratings
Instant messaging8.8181 Ratings00 Ratings
Mobile apps
Comparison of Mobile apps features of Product A and Product B
8x8 Work
9.0
338 Ratings
8% above category average
Avaya Experience Platform
-
Ratings
Mobile app for iOS8.9274 Ratings00 Ratings
Mobile app for Android9.1223 Ratings00 Ratings
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
8x8 Work
-
Ratings
Avaya Experience Platform
8.5
34 Ratings
2% above category average
Agent dashboard00 Ratings7.832 Ratings
Validate callers00 Ratings8.229 Ratings
Outbound response00 Ratings8.328 Ratings
Call forwarding00 Ratings9.032 Ratings
Click-to-call (CTC)00 Ratings8.725 Ratings
Warm transfer00 Ratings8.432 Ratings
Predictive dialing00 Ratings8.324 Ratings
Interactive voice response00 Ratings8.528 Ratings
REST APIs00 Ratings8.423 Ratings
Call scripts00 Ratings8.826 Ratings
Call tracking00 Ratings9.031 Ratings
Multichannel integration00 Ratings8.829 Ratings
CRM software integration00 Ratings8.828 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
8x8 Work
-
Ratings
Avaya Experience Platform
8.2
34 Ratings
1% below category average
Inbound call routing00 Ratings8.733 Ratings
Omnichannel inbound routing00 Ratings8.629 Ratings
Recording00 Ratings8.532 Ratings
Quality management00 Ratings7.830 Ratings
Call analytics00 Ratings7.930 Ratings
Historical reporting00 Ratings8.331 Ratings
Live reporting00 Ratings8.230 Ratings
Customer surveys00 Ratings7.827 Ratings
Customer interaction analytics00 Ratings7.726 Ratings
Best Alternatives
8x8 WorkAvaya Experience Platform
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
CloudTalk
CloudTalk
Score 9.5 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 9.5 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
Cisco Business Edition 7000 (discontinued)
Cisco Business Edition 7000 (discontinued)
Score 9.1 out of 10
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
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User Ratings
8x8 WorkAvaya Experience Platform
Likelihood to Recommend
8.4
(408 ratings)
8.7
(51 ratings)
Likelihood to Renew
9.9
(24 ratings)
7.3
(12 ratings)
Usability
9.4
(54 ratings)
8.2
(5 ratings)
Availability
9.2
(9 ratings)
7.0
(1 ratings)
Performance
8.9
(9 ratings)
10.0
(1 ratings)
Support Rating
7.7
(139 ratings)
9.1
(4 ratings)
In-Person Training
9.2
(3 ratings)
-
(0 ratings)
Online Training
8.8
(3 ratings)
-
(0 ratings)
Implementation Rating
9.1
(13 ratings)
8.2
(2 ratings)
Configurability
8.5
(8 ratings)
-
(0 ratings)
Contract Terms and Pricing Model
8.2
(9 ratings)
-
(0 ratings)
Ease of integration
9.1
(6 ratings)
-
(0 ratings)
Product Scalability
8.6
(9 ratings)
-
(0 ratings)
Professional Services
8.8
(7 ratings)
-
(0 ratings)
Vendor post-sale
7.0
(7 ratings)
-
(0 ratings)
Vendor pre-sale
7.0
(7 ratings)
-
(0 ratings)
User Testimonials
8x8 WorkAvaya Experience Platform
Likelihood to Recommend
8x8, Inc.
8x8 is well suited for our small private practice. Even though we are close to each other, it makes managing and transferring calls effortless. Concurrent calls are also a strong suit. Even if two people are logged into the same user account, being able to answer two lines at the same time and flip between devices is a great feature to have.
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Avaya
The Avaya Experience Platform is well suited to allow remote working for call center agents. Staff can log in and work from anywhere using Chrome and their user credentials. The technical issues and lack of some features have caused some frustration for our staff and made it difficult to get buy-in for this product across all call center groups. This is difficult because a solution like this is intended to make their work more efficient as opposed to causing frustration.
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Pros
8x8, Inc.
  • Automatically routes incoming calls to the available agent with the appropriate skills, ensuring that customers are served promptly.
  • Integrates with email systems to provide a unified view of customer interactions.
  • Allows sales representatives to share their screens with customers and prospects, demonstrating products and services effectively.
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Avaya
  • The app and the ability to use the "office" phone while on the road.
  • There's an easy implementation and training process to get everyone on board quickly.
  • Flexibility of transferring calls to different mediums - I can switch a phone call to a conference or patch in other parties with ease.
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Cons
8x8, Inc.
  • 8x8's emails with billing info or auto-payments does not attach a pdf copy of the invoice for reference; you have to log in to your dashboard and navigate through several links to obtain a copy of your invoice, which is frankly just inconvenient.
  • While 8x8 is very feature rich, a lot of it appears to be oriented towards call centers and therefore may not be required or useful for small offices (like ours).
  • While 8x8 is very responsive to issues affecting its system, the frequent update alerts can become distracting.
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Avaya
  • One are for improvement for Avaya is the ability to operate behind the VPN. For the virtual employee, this is an issue as we are unable to use it behind the VPN and it must be launched from the remote desktop.
  • The color scheme could definitely use some updating. The charcoal gray background of Avaya's windows, coupled with the black font is not very contrasting. I have used Avaya for years and would love to see an update as to its color scheme to better fit the virtual employee.
  • Avaya could also improve the way an employee moves within the program by titling the icons seen or expanding the Avaya window to allow for a better understanding of what each con does. For example, the Work History window would go unnoticed, had I not been playing with the software one day. These little items are unknown to many professionals in my industry as they sit in the window with no explanation.
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Likelihood to Renew
8x8, Inc.
All our employees love this product. No one has ever had an issue, whether it be the phone or fax. Great during the winter when employees have to work from home because of the snow. Never had an issue with the phone app. Highly recommend this product
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Avaya
I have always found Avaya's technology and support to be the best in the industry. Even as they worked out financial difficulties and continue to fend off competitors they have adopted and incorporated new technologies. They have done so in a logical and supportive manner and offered all these benefits as they went along. I haven't seen any of their competitors do any of this.
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Usability
8x8, Inc.
Again for a large call center with many needs, and full time people to manage this may be a good system, but for a small business needing a phone system in my opinion it is overly complicated and difficult to manage without multiple calls on support.
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Avaya
I find Avaya easy to use but I am not a beginner. I think it is much more difficult for beginners unless the administrator has some basic programming skills. The system is getting more difficult to use but I enjoy learning and haven't found myself stumped yet.
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Reliability and Availability
8x8, Inc.
As mentioned before, we have not had an outage with the phone system per say, There was an issue with the call center where we did have an outage, but it was quickly and promplty handled by 8x8 support, they got us up and going again within 24 hours. The 8x8 hard phone and softphone side of things have been rock solid, I couldn't ask for anything more seeing we are in health care and it's exactly what we were looking for. When and if there is an issue 99% of the time it's user error
Read full review
Avaya
No answers on this topic
Performance
8x8, Inc.
None of the features that are available slow down the application. The reports (even the ones with hundreds of records) complete very quickly and the web interface as well as the mobile application never struggle to load or complete a task. The analytics will sometimes take some time to reflect the online status of users but it is to be expected due to connection speeds.
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Avaya
No answers on this topic
Support Rating
8x8, Inc.
8x8 support can be phenomenal. After getting in touch with a support member, all of my problems are either solved right away or throughout a small time frame, fine-tuned to my circumstance/issue. Whether they are following up via phone call or email, I have full confidence and faith that any matter will be resolved. Trying to contact the support team is where things get a bit tricky. Raising an issue in the chat can be taxing as we are mostly referred to the general FAQ section of the site. Although it may be helpful to some, it does nothing for those of us that have very specific problems. If each account holder can receive access to a customer service line that differs from non-member account holders, I think we'd have a higher level of trust and a lower level of frustration.
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Avaya
I give it this rating because the support services of Avaya have proven to be reliable when needed. Great feedback for our queries has always been received from the support agents. 24/7 availability of support, which is very essential as our Call Center department also functions this way, therefore, the knowledge and technical support we require is always available to us.
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In-Person Training
8x8, Inc.
The person giving the training was very engaged, He also listened and answered all the questions. He created a video for our company while he was training in case we needed to reference it again in the future. The questions he could not answer were answered within 24 hours via an email to the IT support staff here so we could share the answers with the rest of the group
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Avaya
No answers on this topic
Online Training
8x8, Inc.
online (video) training is good. No issues.
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Avaya
No answers on this topic
Implementation Rating
8x8, Inc.
The implementation of 8x8 X was rather smooth. We had training prior to getting the system. The IT company did a good job on the training. The whole system is wonderful. Saves me so much time with the faxing, as i can just let it go by itself and not have to make sure pages don't get skipped, as with a regular fax machine.
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Avaya
No, everything was implemented by Avaya Support
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Alternatives Considered
8x8, Inc.
Hands down 8x8 is superior to the Spectrum Ring Central that we had tried. Interestingly, they supplied the same phone hardware but were unable to suggest an adapter for wifi for the phones. Cost wise very similar but customer experience very different. Above all else, the quality of customer service has made all the difference
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Avaya
Switched from Polycom to Avaya, although polycom worked well there were too many reoccuring connectivity issues and the turn around time for solving them was also too long. Avaya has fewer connectivity problems and their support is much better too. Pricing wise they were similar so we didn't have much to lose.
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Contract Terms and Pricing Model
8x8, Inc.
At this time, we’re very happy with the pricing model that we have worked out and they have provided for us. Just be sure to do your homework, and use your comparisons to work out your cost with 8x8. They will be very straightforward with you on what they can
adjust for you.
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Avaya
No answers on this topic
Scalability
8x8, Inc.
8x8 100% suits Business needs to connect with from anywhere and everywhere. The Softphone features is very light and very easy to use also very reliable with Zero Downtime. Can also be set personal Voicemail over softphone at anytime and logs everything is very easy to find.
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Avaya
No answers on this topic
Professional Services
8x8, Inc.
PS had all the users etc. set up by our go-live date. All hard phones were activated and when we received them, all we had to do was set them up and punch in the activation code to activate them.
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Avaya
No answers on this topic
Return on Investment
8x8, Inc.
  • It's been amazing. We used to have so many complaints about call quality, phone calls cutting in and out, tons of calls where it was dead air, dropped calls etc. Since switching back to 8x8 we have not had one complaint, which is great for business! Being able to communicate with our clients is the only way for us to have a positive ROI!
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Avaya
  • It does what we need it to do, so we don't heavily invest in this technology but rather into the manufacturing end of our business.
  • We believe we have more than achieved the return on our investment for the Avaya phone system and associated equipment.
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