Avaya Experience Platform vs. Freshdesk Contact Center

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
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
Freshdesk Contact Center
Score 7.8 out of 10
N/A
Freshdesk Contact Center ( Formerly Freshcaller) is a call center software for startups and small teams. Fresh Contact Center aims to enable businesses / teams set-up and run a call center without spending a lot of time and money. It is suited for phone teams of size 1- 30. Users can create custom greeting texts based on specific call scenarios. The nested Interactive Voice Response (IVR) system allows the user to provide a detailed set of options to callers. The call queues…
$0
per agent/per month
Pricing
Avaya Experience PlatformFreshdesk Contact Center
Editions & Modules
No answers on this topic
FREE
$0
per agent/per month
Growth
$15
per agent/per ,billed annually
Pro
$39
per agent/per month, billed annually
Enterprise
$69
per agent/per month, billed annually
Offerings
Pricing Offerings
Avaya Experience PlatformFreshdesk Contact Center
Free Trial
NoYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeRequiredOptional
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
Avaya Experience PlatformFreshdesk Contact Center
Top Pros
Top Cons
Features
Avaya Experience PlatformFreshdesk Contact Center
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Avaya Experience Platform
8.3
37 Ratings
0% below category average
Freshdesk Contact Center
-
Ratings
Agent dashboard8.035 Ratings00 Ratings
Validate callers8.432 Ratings00 Ratings
Outbound response7.131 Ratings00 Ratings
Call forwarding9.135 Ratings00 Ratings
Click-to-call (CTC)8.828 Ratings00 Ratings
Warm transfer8.735 Ratings00 Ratings
Predictive dialing6.927 Ratings00 Ratings
Interactive voice response8.931 Ratings00 Ratings
REST APIs8.226 Ratings00 Ratings
Call scripts7.829 Ratings00 Ratings
Call tracking8.934 Ratings00 Ratings
Multichannel integration9.132 Ratings00 Ratings
CRM software integration8.631 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Avaya Experience Platform
8.1
37 Ratings
1% below category average
Freshdesk Contact Center
-
Ratings
Inbound call routing8.636 Ratings00 Ratings
Omnichannel inbound routing8.632 Ratings00 Ratings
Recording8.435 Ratings00 Ratings
Quality management7.933 Ratings00 Ratings
Call analytics7.933 Ratings00 Ratings
Historical reporting8.334 Ratings00 Ratings
Live reporting7.533 Ratings00 Ratings
Customer surveys7.930 Ratings00 Ratings
Customer interaction analytics7.829 Ratings00 Ratings
Cloud PBX
Comparison of Cloud PBX features of Product A and Product B
Avaya Experience Platform
-
Ratings
Freshdesk Contact Center
8.9
8 Ratings
12% above category average
Hosted PBX00 Ratings9.06 Ratings
Multi-level Interactive Voice Response (IVR)00 Ratings8.28 Ratings
Call reports00 Ratings9.48 Ratings
Directory of employee names00 Ratings9.27 Ratings
Call Management
Comparison of Call Management features of Product A and Product B
Avaya Experience Platform
-
Ratings
Freshdesk Contact Center
8.9
8 Ratings
7% above category average
Answering rules00 Ratings8.58 Ratings
Call recording00 Ratings9.08 Ratings
Call park00 Ratings9.07 Ratings
Call screening00 Ratings8.58 Ratings
Message alerts00 Ratings9.47 Ratings
VoIP system collaboration
Comparison of VoIP system collaboration features of Product A and Product B
Avaya Experience Platform
-
Ratings
Freshdesk Contact Center
9.6
6 Ratings
19% above category average
Audio conferencing00 Ratings9.66 Ratings
Best Alternatives
Avaya Experience PlatformFreshdesk Contact Center
Small Businesses
CloudTalk
CloudTalk
Score 8.8 out of 10
CloudTalk
CloudTalk
Score 8.8 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 8.8 out of 10
CloudTalk
CloudTalk
Score 8.8 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 7.9 out of 10
Cisco Business Edition 7000 (discontinued)
Cisco Business Edition 7000 (discontinued)
Score 9.0 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Avaya Experience PlatformFreshdesk Contact Center
Likelihood to Recommend
8.6
(53 ratings)
8.8
(9 ratings)
Likelihood to Renew
7.3
(11 ratings)
-
(0 ratings)
Usability
8.2
(7 ratings)
8.0
(1 ratings)
Availability
7.0
(1 ratings)
-
(0 ratings)
Performance
10.0
(1 ratings)
-
(0 ratings)
Support Rating
9.1
(4 ratings)
8.1
(3 ratings)
Implementation Rating
8.2
(2 ratings)
-
(0 ratings)
User Testimonials
Avaya Experience PlatformFreshdesk Contact Center
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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Freshworks Inc
One scenario where Freshdesk Contact Center is well suited is when we have a lot of parents calling in with requests about student transcripts, and or grades, we can better interact with each caller and not have a lot of people on hold waiting for a long time. One scenario where Freshdesk might not be well suited is when callers get the chatbot more often than talking to an actual person.
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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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Freshworks Inc
  • From this centralized help desk, we are able to allocate tickets and communicate with staff and clients via email.
  • The ability to phone a lead or customer directly from Freshdesk is fantastic.
  • Handling of waiting lines.
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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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Freshworks Inc
  • Cost - the system was felt to be way overpriced for the feature-set it provided. For the cost of 10 support agents, I could engage with a full-blown VoIP UCaaS provider to support 20-30 users.
  • The system was dependent on the Amazon Web Services system, which was prone to outages, and as it was outsourced by Freshworks to Amazon, resolution time did not have clear SLAs.
  • Non-US support - any issues encountered with the system would go through international channels which decreased resolution time depending on when the development team was available.
  • Call reliability was questionable - sometimes agents would have ringing devices that would have no one on the other end - other times calls would be dropped without explanation.
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Likelihood to Renew
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.
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Freshworks Inc
No answers on this topic
Usability
Avaya
Very Easy to use and Intuitive. Reporting and Graphical user inferface suport the latest browsers and that fact it integrated and complements existing customer experience platform make it easy to bring over into the environment. Finally, the fact it is all in the cloud, no issues running updates, upgrades, or things of that nature that would slow the service.
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Freshworks Inc
It's a really simple and affordable software solution if you're looking to upgrade your system or processes to a softphone. The service has been fantastic for both our outbound sales team and our inbound customer service team. As a manager, I'm really grateful I found FreshCaller early on in the process of evaluating companies to go to for a softphone.
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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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Freshworks Inc
Freshcaller support is great. They will respond very quickly once I submit a ticket. On occasion, they are unable to answer a question and require a deep dive on some research for random questions but that's completely understandable. Overall, great service, great quality, and very accommodating. This is one of the better support groups, in my opinion.
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Implementation Rating
Avaya
No, everything was implemented by Avaya Support
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Freshworks Inc
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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Freshworks Inc
After multiple checks and constant research we found Freshdesk is one of the leading product service providers and the best at it too. We used to have PSTIN hard phones which caused a lot of drops and customer discontent. After Freshdesk, it has been a cakewalk. Really happy with it.
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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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Freshworks Inc
  • Call logs helps analyse the interactions which each lead - helps space out if need be.
  • Follow ups are simplified due to viewing of past activity.
  • Easy integration helps in saving costs of phone calls.
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ScreenShots