Avaya Contact Center vs. Snapforce

Avaya Contact Center

Snapforce

Overview
Product	Rating	Most Used By	Product Summary	Starting Price
Avaya Contact Center	Score 8.6 out of 10	N/A	Avaya Infinity™ integrates Artificial Intelligence and Workflow Orchestration into existing enterprise environments to consolidate communication channels and data insights. The platform is designed to support organizational adaptability in response to shifting customer and market requirements. The Avaya Infinity™ platform is intended for large enterprises and public sector organizations to manage customer interactions and business value. According to the vendor, the…	N/A
Snapforce	Score 0.0 out of 10	N/A	Snapforce offers their suite of CRM applications for sales, customer service, marketing, and call centers, on a cloud platform. The basic package includes a core CRM package with contact and organization management, deals/opportunities, and pipeline management.	$5 per month per user

Pricing

Avaya Contact Center

Snapforce

Editions & Modules

No answers on this topic

Workflow Automation: $5
per month per user
Two-way Full Email Sync: $5
per month per user
Territory Management: $5
per month per user
Core CRM: $18
per month per user
Telephony: $25
per month per user

Offerings

Pricing Offerings
Avaya Contact Center	Snapforce
Free Trial
No	No
Free/Freemium Version
No	No
Premium Consulting/Integration Services
No	No

Entry-level Setup Fee

Required

No setup fee

Additional Details

—

Discount available for annual pricing (approx 33%)

More Pricing Information

Community Pulse
	Avaya Contact Center	Snapforce
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. Incentivized Helpful? 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. Incentivized Helpful? BW Bosede Wiley Practice Administrator Chose Avaya Contact Center Weave is not comparable to Avaya. Weave does not have an in-depth analytic option. Incentivized Helpful? 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. Incentivized Helpful? SH Simone Hidalgo Pre sales Manager Chose Avaya Contact Center It's a high cost, it must be better, but Avaya Infinity™ is a very trustful solution. Incentivized Helpful? KY Kimyia Youngblood Customer Service Representative Chose Avaya Contact Center WFO recording CMS System Manager Incentivized Helpful? Verified User Anonymous Chose Avaya Contact Center I haven't yet. I haven't had any come across the table yet. Incentivized Helpful? CS Craig Sims Managing Director Chose Avaya Contact Center Quicker to deploy and fits with our current voice platform. Incentivized Helpful? CL Candice Lynch CS&S Workforce Systems Technical Analyst Chose Avaya Contact Center We use Verint WFM for our call recordings. Incentivized Helpful? Gustavo Alonso Corporate Manager Chose Avaya Contact Center I selected due to is the most used platform in my work day. Incentivized Helpful? 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 … Incentivized Helpful? 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 … Incentivized Helpful? 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 … Incentivized Helpful? 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 … Incentivized Helpful? 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 … Incentivized Helpful? 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 … Incentivized Helpful? 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 … Incentivized Helpful? 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 … Incentivized Helpful? 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 … Incentivized Helpful? 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 … Incentivized Helpful? 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 … Incentivized Helpful? 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 … Incentivized Helpful? 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 … Incentivized Helpful? MC MAYRA CORTES executive 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 … Incentivized Helpful? 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™. Incentivized Helpful?	Snapforce No answer on this topic

Features

Avaya Contact Center

Snapforce

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	Snapforce - Ratings
Agent dashboard	8.10 Ratings	00 Ratings
Validate callers	8.40 Ratings	00 Ratings
Outbound response	6.00 Ratings	00 Ratings
Call forwarding	9.10 Ratings	00 Ratings
Click-to-call (CTC)	8.70 Ratings	00 Ratings
Warm transfer	8.80 Ratings	00 Ratings
Predictive dialing	5.80 Ratings	00 Ratings
Interactive voice response	9.30 Ratings	00 Ratings
REST APIs	7.90 Ratings	00 Ratings
Call scripts	6.70 Ratings	00 Ratings
Call tracking	8.70 Ratings	00 Ratings
Multichannel integration	9.50 Ratings	00 Ratings
CRM software integration	8.00 Ratings	00 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	Snapforce - Ratings
Inbound call routing	8.60 Ratings	00 Ratings
Omnichannel inbound routing	8.70 Ratings	00 Ratings
Recording	8.10 Ratings	00 Ratings
Quality management	8.00 Ratings	00 Ratings
Call analytics	8.10 Ratings	00 Ratings
Historical reporting	8.20 Ratings	00 Ratings
Live reporting	6.80 Ratings	00 Ratings
Customer surveys	8.00 Ratings	00 Ratings
Customer interaction analytics	7.70 Ratings	00 Ratings

Best Alternatives
	Avaya Contact Center	Snapforce
Small Businesses	CloudTalk Score 7.4 out of 10	Salesmate Score 10.0 out of 10
Medium-sized Companies	CloudTalk Score 7.4 out of 10	Creatio Score 9.3 out of 10
Enterprises	Bright Pattern Contact Center Score 8.5 out of 10	Creatio Score 9.3 out of 10
All Alternatives	View all alternatives	View all alternatives

User Ratings
	Avaya Contact Center	Snapforce
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 Center	Snapforce
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. Incentivized 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. Incentivized 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. Incentivized 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. Incentivized 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 Incentivized 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 Incentivized 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. Incentivized 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. Incentivized Verified User Anonymous Read full review	No answers on this topic
ScreenShots