9 Ratings
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Score 7.8 out of 100
Top Rated
162 Ratings
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Score 7.9 out of 100

Feature Set Ratings

    Contact Center Software

    AudioCodes Mediant SBCs

    Feature Set Not Supported
    N/A
    9.0

    Avaya Experience Platform

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

    Agent dashboard

    N/A
    0 Ratings
    9.2
    92%
    26 Ratings

    Validate callers

    N/A
    0 Ratings
    9.3
    93%
    25 Ratings

    Outbound response

    N/A
    0 Ratings
    9.0
    90%
    24 Ratings

    Call forwarding

    N/A
    0 Ratings
    9.3
    93%
    26 Ratings

    Click-to-call (CTC)

    N/A
    0 Ratings
    8.8
    88%
    21 Ratings

    Warm transfer

    N/A
    0 Ratings
    8.8
    88%
    26 Ratings

    Predictive dialing

    N/A
    0 Ratings
    8.6
    86%
    21 Ratings

    Interactive voice response

    N/A
    0 Ratings
    8.9
    89%
    21 Ratings

    REST APIs

    N/A
    0 Ratings
    9.2
    92%
    20 Ratings

    Call scripts

    N/A
    0 Ratings
    9.3
    93%
    22 Ratings

    Call tracking

    N/A
    0 Ratings
    9.3
    93%
    25 Ratings

    Multichannel integration

    N/A
    0 Ratings
    8.9
    89%
    25 Ratings

    CRM software integration

    N/A
    0 Ratings
    9.2
    92%
    23 Ratings

    Workforce Optimization (WFO)

    AudioCodes Mediant SBCs

    Feature Set Not Supported
    N/A
    9.0

    Avaya Experience Platform

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

    Inbound call routing

    N/A
    0 Ratings
    9.4
    94%
    28 Ratings

    Omnichannel inbound routing

    N/A
    0 Ratings
    9.3
    93%
    26 Ratings

    Recording

    N/A
    0 Ratings
    8.8
    88%
    26 Ratings

    Quality management

    N/A
    0 Ratings
    8.9
    89%
    26 Ratings

    Call analytics

    N/A
    0 Ratings
    9.0
    90%
    26 Ratings

    Historical reporting

    N/A
    0 Ratings
    8.7
    87%
    26 Ratings

    Live reporting

    N/A
    0 Ratings
    9.1
    91%
    26 Ratings

    Customer surveys

    N/A
    0 Ratings
    9.0
    90%
    23 Ratings

    Customer interaction analytics

    N/A
    0 Ratings
    8.9
    89%
    23 Ratings

    Attribute Ratings

    • AudioCodes Mediant Enterprise Session Border Controllers (E-SBCs) is rated higher in 1 area: Likelihood to Recommend

    Likelihood to Recommend

    10.0

    AudioCodes Mediant SBCs

    100%
    1 Rating
    8.5

    Avaya Experience Platform

    85%
    45 Ratings

    Likelihood to Renew

    AudioCodes Mediant SBCs

    N/A
    0 Ratings
    8.0

    Avaya Experience Platform

    80%
    13 Ratings

    Usability

    AudioCodes Mediant SBCs

    N/A
    0 Ratings
    8.0

    Avaya Experience Platform

    80%
    6 Ratings

    Availability

    AudioCodes Mediant SBCs

    N/A
    0 Ratings
    7.0

    Avaya Experience Platform

    70%
    2 Ratings

    Performance

    AudioCodes Mediant SBCs

    N/A
    0 Ratings
    10.0

    Avaya Experience Platform

    100%
    2 Ratings

    Support Rating

    AudioCodes Mediant SBCs

    N/A
    0 Ratings
    6.1

    Avaya Experience Platform

    61%
    6 Ratings

    Implementation Rating

    AudioCodes Mediant SBCs

    N/A
    0 Ratings
    9.1

    Avaya Experience Platform

    91%
    6 Ratings

    Likelihood to Recommend

    AudioCodes

    The E-SBC works well in situations where you are working with multiple carriers and/or multiple phone systems and need to route either by IP, sender info or inbound phone numbers.
    I find that companies that require faxing to go through the E-SBC seem to be a little less stable than competitor devices.
    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

    AudioCodes

    • High capacity for call volume in a chassis with a low rack space requirement makes this gateway a great solution especially when you need more than one!
    • The ability to have redundant interfaces to the carrier, the network & redundant power supplies, makes these devices perfect for disaster recovery planning.
    • Ease of configuration via GUI without having specific CLI experience makes it a pleasure to implement the AudioCodes E-SBC with various circuit types. The GUI is particularly helpful when you are about to add a parameter that is incorrect and the device changes the color to let you know.
    • The low price tag compared to other brands, helps customers easily deploy these gateways to more sites with less cost overhead than others.
    • The SBC/firewall capabilities of these devices make it very simple to allow or block traffic from specific IP's or proxy groups
    • AudioCodes support is fantastic. They are helpful to diagnose issues even after it becomes clear that the problem is outside the device and with the carrier or network.
    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

    AudioCodes

    • I believe the help files need to have more information about why certain options should be used rather than just a list of possible choices. Some choices obviously require a wealth of information or experience, but having just a bit more info in the help file would save research time.
    • I'd like to see a user side option to be able to ping and trace route testing without having to be in another admin interface.
    • The message log function is great for watching SIP packets stream but needs more options for pausing to capture when there are a lot of calls coming through.
    • In my opinion, the route tables & configurations for proxies and groups need some massaging. The normal config options could be placed on one screen and then have a choice to go to "extended" mode for less-used items. This would make implementation faster as there are so many options now that it can be hard to see the few that are needed for general configuration.
    • I would love to see a screen that would allow the formation of a "SIP Ladder" where you could enter a source and/or destination IP and have the gateway show you the communication rather than pouring through logs. This is something that various carriers and even Wireshark are doing now but it would be great to have this option from the gateway's perspective as it would make it easier to compare with the outside traffic diagrams without having a senior network tech having to help.
    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

    AudioCodes Mediant SBCs

    Starting Price

    Editions & Modules

    AudioCodes Mediant SBCs editions and modules pricing
    EditionModules

    Footnotes

      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

        AudioCodes

        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

        AudioCodes

        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

        AudioCodes

        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

        AudioCodes

        AudioCodes E-SBC's are preferred for use with our VOIP customers due to their ability to scale up and interface with multiple networks in a single chassis for far less than other competitors. We have found that the AudioCodes devices routinely come with more power at the base level than others as well.
        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

        AudioCodes

        • Positive - My company has been able to retain business due to the low cost of the AudioCodes devices when compared to the other brands that some customers purchase through other vendors.
        • Positive - RMA is easy when it appears a card or module might be at issue, AudioCodes support is speedy to replace which grows customer confidence.
        • The ability to order, assemble, configure and ship multiple units to replace aged or failing gateways allowed us to impress the customer and gain more business.
        • The reliability of the devices with very lengthy up-time and little to no reboots has impressed customers greatly.
        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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