TrustRadius

Avaya Contact Center vs. Defne Call Management

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Avaya Contact Center
Score 8.2 out of 10
N/A
Avaya Contact Center is delivered through Avaya Infinity, a cloud-native platform designed to orchestrate customer interactions across multiple channels. Built on a Microservices Architecture with open AI Orchestration, Avaya Infinity enables organizations to manage Voice, Digital, Email, and Messaging interactions. The system provides Dynamic Routing, AI automation, and real-time orchestration—with the flexibility to deploy in the cloud, on-premises, or in a hybrid…N/A
Defne Call Management
Score 0.0 out of 10
N/A
Defne’s Call Management products are designed to enable mobile operators to optimize the use of their network infrastructure, offer interactive inbound and outbound services and marketing campaigns, and efficiently route and deliver voice traffic locally and internationally. The Call Management products offer contact center and mobile virtual private network solutions to businesses to enable them to digitalize their operations, mobilize their workforce, respond to changes faster,…N/A
Pricing
Avaya Contact CenterDefne Call Management
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Avaya Contact CenterDefne Call Management
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeRequiredNo setup fee
Additional Details——
More Pricing Information
Community Pulse
Avaya Contact CenterDefne Call Management
Considered Both Products
Avaya Contact Center
RT
Rick Thomas
Telecom Administrator
Chose Avaya Contact Center
I've used the mail. I've used Contact Center, things like that. I think it's very user-friendly, and we're doing a lot of remote work, so we're having a big learning curve in that area right now, but it does stack up well.
Pankaj Prashad | TrustRadius Reviewer
Pankaj Prashad
Assistant Manager F &A
Chose Avaya Contact Center
Avaya is extremely reliable and easy to perform system administration. Frequently updated documentations are available in Avaya Portal and easily to get web chat advice from the internet.
BW
Bosede Wiley
Practice Administrator
Chose Avaya Contact Center
Weave is not comparable to Avaya. Weave does not have an in-depth analytic option.
Verified User
Anonymous
Chose Avaya Contact Center
Avaya Infinity™ has come up with a great product that will compete in no time against the more mature products in the market. Key is Avaya name is still in the market and I can see this being the platform going into the future of Avaya in the customer experience sector.
Verified User
Anonymous
Chose Avaya Contact Center
I haven't yet. I haven't had any come across the table yet.
Verified User
Anonymous
Chose Avaya Contact Center
Avaya Infinity™ has all of the bells and whistles as the other big competitors. What I like about Avaya Infinity™ is that they are ahead of the game in creating updates for compliance, and they are super supportive of hearing ideas about new tech. Class for Zoom does have some …
Verified User
Anonymous
Chose Avaya Contact Center
AI is the new game this 2023 and a mobile app works for efficiency especially for this who work from home. The call recording and transcription sre intelligent. The platform was really good and IP telephony system. It has strong customer focus and expertise. Decision making has …
Verified User
Anonymous
Chose Avaya Contact Center
We trialed the Enghouse Contact Centre as a Service solution, and the product was quite intuitive. There were a lot of positive features, and it seemed easy to navigate and simple to use for agents. We chose Avaya Infinity™ because we had a large investment in existing Avaya …
Verified User
Anonymous
Chose Avaya Contact Center
[We like Avaya Infinity™] because of the features and pricing. The features provided are quite amazing and new and also as compared to other vendors it is far better. Also, the pricing for this product as compared to others is very cost-effective. One must [choose] this product …
MA
Mostafa Awad
Senior Genesys System Engineer
Chose Avaya Contact Center
It's simple to use and provides different solutions and integrations, and one of the top-tier CX solutions in the market, and various offerings within their own ecosystem. From a pricing perspective, it has a good pricing list which makes it valuable and worthy for …
ML
Maria Lopez
Information Technology Audit Manager
Chose Avaya Contact Center
I selected Avaya Infinity™ because it seemed to be a good software and easy-to-use; I just thought that. I never expected this software to be so cheap and so good for a company to grow as we have grown with it, It's super recommended in my opinion, I'll keep using this software …
JP
Julian Perez
Engineering Technician
Chose Avaya Contact Center
Avaya Infinity™ stacks up against Microsoft Power BI providing a great integration to create more advanced and specific reports, it is a great feature when your organization already has its own way to analyze and create performance and areas to improve. I selected Avaya …
GG
Gabriel Gonzalez
Help Desk Technician
Chose Avaya Contact Center
Avaya Infinity™ it's a great match with many telecommunication software but I prefer to mention some data transformation and presentation tools like Microsoft Excel and Microsoft PowerBI, this first one it's the must-have if you want to take your own reports to the next level …
Vojislav Kosijer | TrustRadius Reviewer
Vojislav Kosijer
Senior Customer Service Representative
Chose Avaya Contact Center
Basically, Avaya looks and feels much simpler that 8x8. Its simple to use provides a vast majority of different solutions and integrations, easily top-tier VoIP on the market. It stands out by having so much within one single system, which allows or jobs to be performed with …
Verified User
Anonymous
Chose Avaya Contact Center
Avaya Infinity™ stacks up against several other applications, I selected Avaya Infinity™ because it's a great tool and solves the communication needs that most of the companies have. It's easy to use and easy to integrate against many other solutions for data visualization and …
Duncan Hernandez | TrustRadius Reviewer
Duncan Hernandez
Sr. Data Analytics Consultant
Chose Avaya Contact Center
Talkdesk to me feels a little basic and can use a better interface. Also, the live chat is much more developed with Avaya Infinity™. With the options that Avaya Infinity™ has, I think that Avaya Infinity™ is the better solution, but both products do what they say they are going …
JK
Josh Kim
Help Desk Technician
Chose Avaya Contact Center
Avaya Infinity™ compared to 8x8 is miles better. The phone system itself is so easy to navigate compared to the mess that 8x8 was having us use. We rarely ever run into any issues any more since the switch. Having going from 10 issues a week to maybe 1 at best is such an …
Viridiana Olascoaga | TrustRadius Reviewer
Viridiana Olascoaga
Customer Service Agent
Chose Avaya Contact Center
Slack is also a support tool to manage the day to day, however compared to Avaya Infinity™, it is much less complete, since Avaya Infinity™ allows to do many more simultaneous and real-time management, in addition to an automation of the service that works through the voice …
Chose Avaya Contact Center
Although you can also work remotely, it is a more basic platform that is only dedicated to counting messages with customers, however Avaya Infinity™ offers a phenomenal customer experience, through different communication channels. It helps the organization to be simple and …
Verified User
Anonymous
Chose Avaya Contact Center
We were using Cisco Finesse earlier but it was a lil bit more confusing as had a lot of features but the dashboard was not so well organized like Avaya Infinity™.
Defne Call Management

No answer on this topic

Features
Avaya Contact CenterDefne Call Management
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Avaya Contact Center
8.1
Ratings
4% below category average
Defne Call Management
-
Ratings
Agent dashboard8.10 Ratings00 Ratings
Validate callers8.40 Ratings00 Ratings
Outbound response6.00 Ratings00 Ratings
Call forwarding9.00 Ratings00 Ratings
Click-to-call (CTC)8.70 Ratings00 Ratings
Warm transfer8.80 Ratings00 Ratings
Predictive dialing5.80 Ratings00 Ratings
Interactive voice response9.30 Ratings00 Ratings
REST APIs7.90 Ratings00 Ratings
Call scripts6.70 Ratings00 Ratings
Call tracking8.70 Ratings00 Ratings
Multichannel integration9.40 Ratings00 Ratings
CRM software integration8.00 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Avaya Contact Center
8.0
Ratings
4% below category average
Defne Call Management
-
Ratings
Inbound call routing8.60 Ratings00 Ratings
Omnichannel inbound routing8.70 Ratings00 Ratings
Recording8.10 Ratings00 Ratings
Quality management8.00 Ratings00 Ratings
Call analytics8.10 Ratings00 Ratings
Historical reporting8.20 Ratings00 Ratings
Live reporting6.80 Ratings00 Ratings
Customer surveys8.00 Ratings00 Ratings
Customer interaction analytics7.70 Ratings00 Ratings
Best Alternatives
Avaya Contact CenterDefne Call Management
Small Businesses
CloudTalk
CloudTalk
Score 7.4 out of 10
CloudTalk
CloudTalk
Score 7.4 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 7.4 out of 10
CloudTalk
CloudTalk
Score 7.4 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 5.3 out of 10
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 5.3 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Avaya Contact CenterDefne Call Management
Likelihood to Recommend
8.6
(0 ratings)
-
(0 ratings)
Likelihood to Renew
7.3
(0 ratings)
-
(0 ratings)
Usability
7.3
(0 ratings)
-
(0 ratings)
Availability
7.0
(0 ratings)
-
(0 ratings)
Performance
10.0
(0 ratings)
-
(0 ratings)
Support Rating
9.1
(0 ratings)
-
(0 ratings)
Implementation Rating
8.2
(0 ratings)
-
(0 ratings)
User Testimonials
Avaya Contact CenterDefne Call Management
Likelihood to Recommend
The Avaya Infinity™ 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.
Verified User
Anonymous
Read full review
No answers on this topic
Pros
  • 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.
Shauna Stermer | TrustRadius Reviewer
Shauna Stermer
Internet Technician/Consultant for Cox Communications at Sutherland Global Services/CloudSource
Read full review
No answers on this topic
Cons
  • My least favorite thing about the software would have to be the setting when the phone is placed on hold. There is no distinct ring to separate a line on hold vs a normal incoming phone call.
  • The phone will continue to ring until it has been picked u. I think it would be most beneficial to have it ring a couple times every minute to remind you the line is on hold.
Hammad Bin Idrees | TrustRadius Reviewer
Hammad Bin Idrees
Call Center Manager
Read full review
No answers on this topic
Likelihood to Renew
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.
Michelle VanderBand | TrustRadius Reviewer
Michelle VanderBand
Business Analyst III
Read full review
No answers on this topic
Usability
Avaya has versatility in calling, receiving, and configuring. Being able to have notion of location, exchange of messages. we could see supplier information and configure it to our liking. as it is practicality for configuration and manual handling. Interactive and easy to learn screen. Being able to generate call reports for analysis of service in others
Pankaj Prashad | TrustRadius Reviewer
Pankaj Prashad
Assistant Manager F &A
Read full review
No answers on this topic
Support Rating
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.
UE
Uchenna Ezumezuh
project manager
Read full review
No answers on this topic
Implementation Rating
No, everything was implemented by Avaya Support
Gustavo Alonso | TrustRadius Reviewer
Gustavo Alonso
Corporate Manager
Read full review
No answers on this topic
Alternatives Considered
I've used the mail. I've used Contact Center, things like that. I think it's very user-friendly, and we're doing a lot of remote work, so we're having a big learning curve in that area right now, but it does stack up well.
RT
Rick Thomas
Telecom Administrator
Read full review
No answers on this topic
Return on Investment
  • It has made us more focused on the actual communication rather than how we communicate.
  • Avaya Infinity™ has helped us promote a consistent message in multiple platforms.
  • We expect to have some great positive impact after having the Avaya Infinity™ solution for a while. Retention of students is expected to increase with just the flexibility of communication options.
Verified User
Anonymous
Read full review
No answers on this topic
ScreenShots