33 Ratings
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Score 8.2 out of 100
Top Rated
162 Ratings
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Score 7.9 out of 100

Feature Set Ratings

  • Avaya Experience Platform ranks higher in 2 feature sets: Contact Center Software, Workforce Optimization (WFO)

Contact Center Software

8.5

Amazon Connect

85%
9.0

Avaya Experience Platform

90%
Avaya Experience Platform ranks higher in 12/13 features

Agent dashboard

8.7
87%
5 Ratings
9.2
92%
26 Ratings

Validate callers

8.6
86%
5 Ratings
9.3
93%
25 Ratings

Outbound response

8.7
87%
5 Ratings
9.0
90%
24 Ratings

Call forwarding

8.5
85%
5 Ratings
9.3
93%
26 Ratings

Click-to-call (CTC)

8.6
86%
5 Ratings
8.8
88%
21 Ratings

Warm transfer

8.3
83%
5 Ratings
8.8
88%
26 Ratings

Predictive dialing

8.3
83%
4 Ratings
8.6
86%
21 Ratings

Interactive voice response

8.5
85%
5 Ratings
8.9
89%
21 Ratings

REST APIs

8.2
82%
4 Ratings
9.2
92%
20 Ratings

Call scripts

8.9
89%
5 Ratings
9.3
93%
22 Ratings

Call tracking

8.9
89%
5 Ratings
9.3
93%
25 Ratings

Multichannel integration

9.0
90%
5 Ratings
8.9
89%
25 Ratings

CRM software integration

8.1
81%
5 Ratings
9.2
92%
23 Ratings

Workforce Optimization (WFO)

8.7

Amazon Connect

87%
9.0

Avaya Experience Platform

90%
Avaya Experience Platform ranks higher in 7/9 features

Inbound call routing

8.9
89%
5 Ratings
9.5
95%
28 Ratings

Omnichannel inbound routing

8.8
88%
5 Ratings
9.3
93%
26 Ratings

Recording

8.9
89%
5 Ratings
8.8
88%
26 Ratings

Quality management

8.3
83%
5 Ratings
8.9
89%
26 Ratings

Call analytics

8.7
87%
5 Ratings
9.0
90%
26 Ratings

Historical reporting

8.9
89%
5 Ratings
8.7
87%
26 Ratings

Live reporting

8.7
87%
5 Ratings
9.1
91%
26 Ratings

Customer surveys

8.6
86%
5 Ratings
9.0
90%
23 Ratings

Customer interaction analytics

8.6
86%
5 Ratings
8.9
89%
23 Ratings

Attribute Ratings

  • Amazon Connect is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

8.7

Amazon Connect

87%
5 Ratings
8.5

Avaya Experience Platform

85%
45 Ratings

Likelihood to Renew

Amazon Connect

N/A
0 Ratings
8.0

Avaya Experience Platform

80%
13 Ratings

Usability

Amazon Connect

N/A
0 Ratings
8.0

Avaya Experience Platform

80%
6 Ratings

Availability

Amazon Connect

N/A
0 Ratings
7.0

Avaya Experience Platform

70%
2 Ratings

Performance

Amazon Connect

N/A
0 Ratings
10.0

Avaya Experience Platform

100%
2 Ratings

Support Rating

Amazon Connect

N/A
0 Ratings
6.1

Avaya Experience Platform

61%
6 Ratings

Implementation Rating

Amazon Connect

N/A
0 Ratings
9.1

Avaya Experience Platform

91%
6 Ratings

Likelihood to Recommend

Amazon AWS

Amazon Connect is a powerful collaboration tool allowing us to contact our customers through incoming and outgoing calls, email, and SMS with direct dialing, toll-free numbers, predictive dialer, and task management all from one place without the need to migrate to another application. Is the most comfortable and intelligent way to provide a rewarding experience to our customers with clear audio calls attending to their requests in record time.
Read full review

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.
Read full review

Pros

Amazon AWS

  • Amazon Connect provides a complete telephony service with automated toll-free numbers and direct phone numbers, with audio quality so that customers can hear clearly, immediate connection and cloud storage, calls are addressed in a professional and secure manner, offering customers safety and trust in start to finish.
  • We use Amazon Connect in my organization to interact with customers from anywhere creating unique experiences through chat and voice communications, it is a platform that facilitates the way we connect with customers and increase sales without having to go from one place to another.
Read full review

Avaya

  • Strengths of Avaya include the ability to answer incoming calls in a convenient format for employees.
  • The use of Avaya proves the user-friendly design and a way for employees to adjust settings in a clear and concise manner to adjust for his or her preferences.
  • Avaya also allows the employee to transfer and conference calls in an easy drag-and-drop method and is very user-friendly.
  • The functionality of Avaya allows for the virtual employee to log in, choose various auxiliaries chosen by your company to ensure schedule adherence and maintain corroboration with other applications and software programs.
Read full review

Cons

Amazon AWS

  • The support line always has a long wait time.
  • There is no single point of contact to help me with my issues.
  • The interface is always changing, so sometimes difficult to find the same features.
Read full review

Avaya

  • Avaya could use some improvement in moving calls off the system when they have arrived at a far destination. This is a technical point and will not be often encountered by users or most technicians and really is no fault of Avaya but crossing over into local telephone systems around the world would be a great advantage.
  • The methods for interacting with some of the menus are rather involved. The system is highly complex but at this time it is mature enough to start bringing all the control features under one roof rather than through three separate interfaces.
Read full review

Pricing Details

Amazon Connect

Starting Price

$0.0,025 per profile/per month

Editions & Modules

Amazon Connect editions and modules pricing
EditionModules
Voice.0181
Chat.0042
Tasks.043
Customer Profiles$0.00254
Voice ID$0.0255
Contact Lens (first 5 million monthly minutes)$0.0156
Contact Lens (5 million+ monthly minutes)$0.01257

Footnotes

  1. per minute
  2. per message
  3. per task
  4. per profile/per month
  5. per transaction
  6. per minute
  7. per minute

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

No setup fee

Additional Details

Avaya Experience Platform

Starting Price

$48 per month

Editions & Modules

Avaya Experience Platform editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    Required

    Additional Details

    Digital - $48.00 (Per User/Per Month) Voice - $83.00 (Per User/Per Month) All Media - $125.00 (Per User/Per Month)

    Pricing Info

    Likelihood to Renew

    Amazon AWS

    No answers on this topic

    Avaya

    I am really not the decision maker on this subject but given the cost of the investment in Avaya, I do not see the company not renewing the use of Avaya. The new licensing model no longer requires expensive upgrades to stay current with new features added to the system and really helps with the cost of investment.
    Read full review

    Usability

    Amazon AWS

    No answers on this topic

    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.
    Read full review

    Support Rating

    Amazon AWS

    No answers on this topic

    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.
    Read full review

    Alternatives Considered

    Amazon AWS

    Amazon Connect has lots of free training available for partners and in general. So many demos are available to practice. It's free to test and gain more confidence before deploying in real world scenarios. You can use other AWS features to be integrated with Amazon cloud. Features like lense is amazing
    Read full review

    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.
    Read full review

    Return on Investment

    Amazon AWS

    • Through customer survey, we acquire primary hand information about our product, which is a mark in marketing.
    • Further, the cost of running Amazon Connect is very assertive and controlled, solving issues with our audience.
    • The call and chat options are affordable and no extra bailing that is done.
    Read full review

    Avaya

    • Seamless implementation. If your access to the PSTN is through one of the major carriers, integrating the IP Office is quick, and easy. If you are in a market similar to ours where there are smaller carriers to work with, relying on your local Avaya business partner will allow for that same seamless integration.
    • Users will find the menus on their new phones easy to navigate. It never hurts to have a cheat sheet provided by you installer. The system is very intuitive, even for system administrators.
    • A new system paired with a new circuit contract has the potential for a cost savings that can pay for the new phone system in a 3 year time frame. We have customers that can attest to that!
    Read full review

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