Avaya Experience Platform vs. CallHub

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Avaya Experience Platform
Score 8.4 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
CallHub
Score 8.0 out of 10
Small Businesses (1-50 employees)
CallHub is designed to integrate with an organization’s CRM. The solution helps users to reach the right people the right time with their virtual call center, voice and SMS broadcasting software. CallHub is available in over 200 countries. Key benefits include: Virtual Call Center Agents all over the country to talk to leads using the software. Agent accounts are free because CallHub charges only for the calls made. Agents can make calls from a browser, phone, SIP…N/A
Pricing
Avaya Experience PlatformCallHub
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Avaya Experience PlatformCallHub
Free Trial
NoYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeRequiredNo setup fee
Additional DetailsDigital - $48.00 (Per User/Per Month) Voice - $83.00 (Per User/Per Month) All Media - $125.00 (Per User/Per Month)CallHub does not charge per seat, but only for the calls and SMSs. Credits can be purchased and used as required.
More Pricing Information
Community Pulse
Avaya Experience PlatformCallHub
Top Pros
Top Cons
Features
Avaya Experience PlatformCallHub
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Avaya Experience Platform
8.5
35 Ratings
2% above category average
CallHub
8.4
1 Ratings
1% above category average
Agent dashboard8.033 Ratings8.01 Ratings
Validate callers8.330 Ratings8.01 Ratings
Outbound response7.629 Ratings9.01 Ratings
Call forwarding9.033 Ratings8.01 Ratings
Click-to-call (CTC)8.826 Ratings8.01 Ratings
Warm transfer8.733 Ratings8.01 Ratings
Predictive dialing7.425 Ratings9.01 Ratings
Interactive voice response8.829 Ratings9.01 Ratings
REST APIs8.324 Ratings8.01 Ratings
Call scripts8.227 Ratings9.01 Ratings
Call tracking9.032 Ratings9.01 Ratings
Multichannel integration9.030 Ratings8.01 Ratings
CRM software integration8.829 Ratings8.01 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Avaya Experience Platform
8.2
35 Ratings
1% below category average
CallHub
8.4
1 Ratings
2% above category average
Inbound call routing8.634 Ratings9.01 Ratings
Omnichannel inbound routing8.630 Ratings8.01 Ratings
Recording8.533 Ratings8.01 Ratings
Quality management8.031 Ratings8.01 Ratings
Call analytics8.031 Ratings9.01 Ratings
Historical reporting8.532 Ratings8.01 Ratings
Live reporting7.831 Ratings8.01 Ratings
Customer surveys8.028 Ratings9.01 Ratings
Customer interaction analytics8.027 Ratings9.01 Ratings
Best Alternatives
Avaya Experience PlatformCallHub
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
CloudTalk
CloudTalk
Score 9.5 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Avaya Experience PlatformCallHub
Likelihood to Recommend
8.7
(52 ratings)
8.0
(1 ratings)
Likelihood to Renew
7.3
(12 ratings)
-
(0 ratings)
Usability
8.2
(5 ratings)
-
(0 ratings)
Availability
7.0
(1 ratings)
-
(0 ratings)
Performance
10.0
(1 ratings)
-
(0 ratings)
Support Rating
9.1
(4 ratings)
-
(0 ratings)
Implementation Rating
8.2
(2 ratings)
-
(0 ratings)
User Testimonials
Avaya Experience PlatformCallHub
Likelihood to Recommend
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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CallHub
It is a simple process: Go to the campaign tab and click on the campaign you are joining, and here, review the questions and suggested script to guide your conversation, remembering, of course, that the most important thing is to be yourself through this software and the window that will mark the progress so join the campaign at this point do not hang up now you are controlling the communication through this software you can leave the campaign and fill with a smile the answers you get from users.
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Pros
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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CallHub
  • All you'll require is your login credentials.
  • You have been given a username for two complementary programs that we use: one is for limited access to remote sales services and call services.
  • Callhub has been limited to protect privacy.
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Cons
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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CallHub
  • Using new software is frustrating at first, but worth the effort.
  • It's a little weird at first, but it saves you time and the frustration of dialing the wrong number.
  • If it doesn't sometimes work, simply press the update button until you see the phone number you want to answer.
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Likelihood to Renew
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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CallHub
No answers on this topic
Usability
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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CallHub
No answers on this topic
Support Rating
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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CallHub
No answers on this topic
Implementation Rating
Avaya
No, everything was implemented by Avaya Support
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CallHub
No answers on this topic
Alternatives Considered
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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CallHub
No answers on this topic
Return on Investment
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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CallHub
  • For all calls, you must complete at least the first question you are asked in the survey so that we know what type of connection.
  • You can leave a voice message, and a pre-recorded message will play on your answering machine or service when the call is saved.
  • If you get a signal compromised or problem you can hang up once you are in the software which makes it quick and easy.
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ScreenShots

CallHub Screenshots

Screenshot of Agent interface to make calls and fill in survey questionsScreenshot of Configurable agent dial in methodsScreenshot of Call monitoringScreenshot of Voice broadcast campaign with analyticsScreenshot of SMS Sign up campaignScreenshot of Power dialer