Avaya Experience Platform vs. Salesforce Service Cloud

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
Salesforce Service Cloud
Score 8.6 out of 10
N/A
Service Cloud is a customer service platform that helps businesses manage and resolve customer inquiries and issues. It provides tools for case management, knowledge base, omni-channel support, automation, and analytics, enabling companies to deliver exceptional customer service experiences.
$25
per month
Pricing
Avaya Experience PlatformSalesforce Service Cloud
Editions & Modules
No answers on this topic
Starter Suite
$25
per month
Professional
$80
per month
Enterprise
$165
per month per user
Unlimited
$165
per month per user
Unlimited+
$165
per month per user
Offerings
Pricing Offerings
Avaya Experience PlatformSalesforce Service Cloud
Free Trial
NoYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
NoNo
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)
More Pricing Information
Community Pulse
Avaya Experience PlatformSalesforce Service Cloud
Top Pros
Top Cons
Features
Avaya Experience PlatformSalesforce Service Cloud
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
Salesforce Service Cloud
-
Ratings
Agent dashboard8.035 Ratings00 Ratings
Validate callers8.532 Ratings00 Ratings
Outbound response6.931 Ratings00 Ratings
Call forwarding9.135 Ratings00 Ratings
Click-to-call (CTC)8.828 Ratings00 Ratings
Warm transfer8.735 Ratings00 Ratings
Predictive dialing6.627 Ratings00 Ratings
Interactive voice response9.031 Ratings00 Ratings
REST APIs8.226 Ratings00 Ratings
Call scripts7.629 Ratings00 Ratings
Call tracking8.934 Ratings00 Ratings
Multichannel integration9.232 Ratings00 Ratings
CRM software integration8.531 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
Salesforce Service Cloud
-
Ratings
Inbound call routing8.636 Ratings00 Ratings
Omnichannel inbound routing8.632 Ratings00 Ratings
Recording8.335 Ratings00 Ratings
Quality management7.933 Ratings00 Ratings
Call analytics7.933 Ratings00 Ratings
Historical reporting8.334 Ratings00 Ratings
Live reporting7.333 Ratings00 Ratings
Customer surveys7.930 Ratings00 Ratings
Customer interaction analytics7.729 Ratings00 Ratings
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Avaya Experience Platform
-
Ratings
Salesforce Service Cloud
8.8
77 Ratings
9% above category average
Organize and prioritize service tickets00 Ratings9.175 Ratings
Expert directory00 Ratings8.553 Ratings
Subscription-based notifications00 Ratings8.963 Ratings
ITSM collaboration and documentation00 Ratings8.360 Ratings
Ticket creation and submission00 Ratings9.375 Ratings
Ticket response00 Ratings8.974 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Avaya Experience Platform
-
Ratings
Salesforce Service Cloud
8.8
72 Ratings
12% above category average
External knowledge base00 Ratings8.863 Ratings
Internal knowledge base00 Ratings8.970 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Avaya Experience Platform
-
Ratings
Salesforce Service Cloud
8.8
77 Ratings
13% above category average
Customer portal00 Ratings8.554 Ratings
IVR00 Ratings8.634 Ratings
Social integration00 Ratings8.747 Ratings
Email support00 Ratings9.276 Ratings
Help Desk CRM integration00 Ratings9.066 Ratings
Best Alternatives
Avaya Experience PlatformSalesforce Service Cloud
Small Businesses
CloudTalk
CloudTalk
Score 8.5 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 8.5 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.6 out of 10
SysAid
SysAid
Score 8.8 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Avaya Experience PlatformSalesforce Service Cloud
Likelihood to Recommend
8.6
(53 ratings)
8.9
(83 ratings)
Likelihood to Renew
7.3
(11 ratings)
7.4
(8 ratings)
Usability
8.2
(7 ratings)
8.0
(12 ratings)
Availability
7.0
(1 ratings)
9.5
(28 ratings)
Performance
10.0
(1 ratings)
8.6
(7 ratings)
Support Rating
9.1
(4 ratings)
7.0
(20 ratings)
In-Person Training
-
(0 ratings)
10.0
(1 ratings)
Online Training
-
(0 ratings)
9.0
(1 ratings)
Implementation Rating
8.2
(2 ratings)
7.0
(1 ratings)
Ease of integration
-
(0 ratings)
5.0
(1 ratings)
Vendor post-sale
-
(0 ratings)
8.0
(1 ratings)
Vendor pre-sale
-
(0 ratings)
8.0
(1 ratings)
User Testimonials
Avaya Experience PlatformSalesforce Service Cloud
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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Salesforce
It is a helpful tool, but it can be a bit cumbersome to manage. It is also a bit expensive, but we already use CRM for Salesforce and it is convenient to be able to immediately tag contacts and accounts when the tickets come into the system and tie them directly to the account. I do know an integration with Jira is possible (we use Jira internally for our engineering team to escalate issues) but it is not configured right now so managing the connection between support tickets and Jira tickets is manual and hard to keep up with
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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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Salesforce
  • Allows us to make changes quickly and with relative ease
  • Can be flexible enough to use among several teams who do very different work
  • Salesforce in general provides SO much training that anyone on the team can skill up and help maintain the system
Read full review
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.
Read full review
Salesforce
  • There is a slight scope for error, but sometimes it has a heavy impact. So this can be improved.
  • Costing is high.
  • Maintenance is more.
  • Expertise is required for implementation.
  • The number of communication messages have some limit per organisation account.
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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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Salesforce
Professional edition works best for a small company with lower call volumes and is very useful but as you grow exponetially I think it has limited ability to do all the things we want to - SLA management, defect, release management to name a few. Reports and dashboards being available in real time.
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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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Salesforce
I had Salesforce experience prior to using Service Cloud which made it a little easier to learn and navigate, but overall my team (some who had no Salesforce experience) caught on very quickly and found Service Cloud to be easy to use.
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Reliability and Availability
Avaya
No answers on this topic
Salesforce
Salesforce's Trust Center clearly communicates occasional issues to anyone who subscribes, down to an organization's cloud instance. Bundled sandboxes ease updates, and seasonal upgrades are seamless, scheduled well in advance with plenty of information about what's coming. Support agents have noticed intermittent Omni-Channel disconnects due to internet connections, and these are clearly notified.
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Performance
Avaya
No answers on this topic
Salesforce
The Salesforce Service Cloud generally has very good performance, however the overall new Lightning user experience can bring that down. For example, if you have too many tabs open, then it can take a while for the Lightning UI to load. This UI is probably not well equipped to handle loading of all of that information at once, but Users tend to leave their tabs open all day long. It can also be fickle depending on which browser you use, what extensions you have installed, and whether you've cleared your cache. This can be the downfall with any software as a service though, not just Salesforce
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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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Salesforce
Salesforce offers support, although it generally gets routed to overseas support teams first, and once they are unable to help, it gets escalated up the chain to higher tiers. Frequently, the answer back from support is that there is no native solution, and we either have to turn to the AppExchange for some solution provided by another developer, or custom build our own solution.
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In-Person Training
Avaya
No answers on this topic
Salesforce
Our in-person training was provided by our implementation partner and it was quite good. This was in part because we were already working with them and so it naturally leant itself to a good training relationship. And because they were building our customizations and configuring things, they could then provide training on those things naturally.
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Online Training
Avaya
No answers on this topic
Salesforce
Trailheads are great but it was often unclear what actually applied to our organization. This made it difficult to get a whole lot out of it. Part of it is that because the basic Salesforce features didn't quite work for us, we had to add customizations, which then nullified a lot of the training.
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Implementation Rating
Avaya
No, everything was implemented by Avaya Support
Read full review
Salesforce
I would go through an implementation very differently knowing what I know now. It was difficult coming from systems we liked in post-sales service and having to adapt to the clunky and underwhelming feature set in Salesforce. I would trim back our expectations
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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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Salesforce
Salesforce service cloud is more configurable than Zendesk and Freshdesk. It has its own inbuilt AI chatbot also which further improves service agent efficiency. Salesforce is more integration agnostic and has pre-built connectors with multiple 3rd party systems. However, in terms of pricing it is priced at a premium compared to the other solutions
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Scalability
Avaya
No answers on this topic
Salesforce
The product has scaled up with our company growth just fine. No issues here other than slowness in clicking around and running reports
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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.
Read full review
Salesforce
  • Because this is a cloud service, the security, implementation framework and feature list is very mature and you don't have to develop these during implementation.
  • The larger the implementation programme the better the licensing arrangements
  • Free developer toolkit for proof of concepts or showcasing features
  • Limited to annual subscription model
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ScreenShots

Salesforce Service Cloud Screenshots

Screenshot of Workflows and OrchestrationScreenshot of Service CatalogScreenshot of Contact Center