Avaya Experience Platform vs. Splunk Enterprise

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
Splunk Enterprise
Score 8.4 out of 10
N/A
Splunk is software for searching, monitoring, and analyzing machine-generated big data, via a web-style interface. It captures, indexes and correlates real-time data in a searchable repository from which it can generate graphs, reports, alerts, dashboards and visualizations.N/A
Pricing
Avaya Experience PlatformSplunk Enterprise
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Avaya Experience PlatformSplunk Enterprise
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 PlatformSplunk Enterprise
Top Pros
Top Cons
Features
Avaya Experience PlatformSplunk Enterprise
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
Splunk Enterprise
-
Ratings
Agent dashboard8.035 Ratings00 Ratings
Validate callers8.432 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
Splunk Enterprise
-
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
Security Information and Event Management (SIEM)
Comparison of Security Information and Event Management (SIEM) features of Product A and Product B
Avaya Experience Platform
-
Ratings
Splunk Enterprise
7.2
56 Ratings
8% below category average
Centralized event and log data collection00 Ratings7.955 Ratings
Correlation00 Ratings7.854 Ratings
Event and log normalization/management00 Ratings8.155 Ratings
Deployment flexibility00 Ratings7.250 Ratings
Integration with Identity and Access Management Tools00 Ratings6.651 Ratings
Custom dashboards and workspaces00 Ratings7.156 Ratings
Host and network-based intrusion detection00 Ratings5.639 Ratings
Data integration/API management00 Ratings8.26 Ratings
Behavioral analytics and baselining00 Ratings6.66 Ratings
Rules-based and algorithmic detection thresholds00 Ratings7.66 Ratings
Response orchestration and automation00 Ratings7.05 Ratings
Reporting and compliance management00 Ratings6.96 Ratings
Incident indexing/searching00 Ratings7.67 Ratings
Best Alternatives
Avaya Experience PlatformSplunk Enterprise
Small Businesses
CloudTalk
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Score 8.5 out of 10
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Medium-sized Companies
CloudTalk
CloudTalk
Score 8.5 out of 10
InsightIDR
InsightIDR
Score 9.2 out of 10
Enterprises
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.6 out of 10
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InsightIDR
Score 9.2 out of 10
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User Ratings
Avaya Experience PlatformSplunk Enterprise
Likelihood to Recommend
8.6
(53 ratings)
7.7
(73 ratings)
Likelihood to Renew
7.3
(11 ratings)
10.0
(17 ratings)
Usability
8.2
(7 ratings)
8.3
(6 ratings)
Availability
7.0
(1 ratings)
10.0
(1 ratings)
Performance
10.0
(1 ratings)
-
(0 ratings)
Support Rating
9.1
(4 ratings)
8.4
(17 ratings)
Online Training
-
(0 ratings)
8.0
(1 ratings)
Implementation Rating
8.2
(2 ratings)
9.0
(2 ratings)
Product Scalability
-
(0 ratings)
9.1
(1 ratings)
User Testimonials
Avaya Experience PlatformSplunk Enterprise
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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Splunk
Pros: Splunk is very well suited if you have multiple log sources of related data. All of them can be correlated and tasks can be automated based on the requirement. Other than alerts, Splunk can also run a specific script of your choice, based on some defined conditions. Cons: If you have a few logs but a large number of log sources, Splunk can be very expensive.
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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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Splunk
  • Real-time + Scheduled alerts - i-e you can set up alerts which are actively monitoring your logs
  • Pretty good response time for search results. With our key/value logging, Splunk makes it blazing fast to query the data.
  • Dashboards provide insights into historical data
  • Love how Splunk indexes all of the data and provides keys to search on
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.
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Splunk
  • At times some queries can run slowly if indices are not on a portion of the query you use.
  • Setup time initially can be difficult if your logs aren't stored in common locations or in a common way to write the log.
  • Ability to ingest logs from different locations without having to change code to put logs in a certain place (pro and con).
  • Searches can be a bit more difficult to look through if your log isn't pulled in a manner that is easy to read through splunk.
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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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Splunk
We are using Splunk extensively in our projects and we have recently upgraded to Splunk version 6.0 which is quite efficient and giving expected results. We keep track of updates and new features Splunk introduces periodically and try to introduce those features in our day to day activities for improvement in our reporting system and other tasks.
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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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Splunk
You can literally throw in a single word into Splunk and it will pull back all instances of that word across all of your logs for the time span you select (provided you have permission to see that data). We have several users who have taken a few of the free courses from Splunk that are able to pull data out of it everyday with little help at all.
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Reliability and Availability
Avaya
No answers on this topic
Splunk
When properly setup and configured, Splunk is extremely reliable.
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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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Splunk
Splunk maintains a well resourced support system that has been consistent since we purchased the product. They help out in a timely manner and provide expert level information as needed. We typically open cases online and communicate when possible via e-mail and are able to resolve most issues with that method.
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Online Training
Avaya
No answers on this topic
Splunk
The online course was simple clear and described the main capabilities of the solution. There is also an initial module that can be done for free so anyone can familiarize themselves with the functionality of this solution. On the other hand, however, there could be more free online courses. Maybe even with a certificate, this would broaden the group of people who are familiar with the platform while increasing familiarity with the solution itself.
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Implementation Rating
Avaya
No, everything was implemented by Avaya Support
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Splunk
Smooth without too many major issues.
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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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Splunk
I wanted to learn a new language that I can quickly master and implement. Splunk is easy, fun to use and best of all, it can be developed in hours not days or weeks. Splunk is fundamentally a programming language that is minimal but yet powerful enough to collect, analyze and visualize data.
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Scalability
Avaya
No answers on this topic
Splunk
Splunk can scale in to the petabyte per day range which of course is awesome
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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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Splunk
  • Overall very positive. It has provided visibility to what is going on within our network.
  • One drawback is the time it takes to get up to speed with the application, but this is up to the user, and Splunk education is excellent.
  • In my field, IT Security, there are few other friends to have in your back pocket better than Splunk. They are just that good.
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