Avaya Experience Platform vs. Vonage Contact Center for Salesforce

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
Vonage Contact Center for Salesforce
Score 7.9 out of 10
N/A
ContactWorld for Salesforce is a call center software offering from NewVoiceMedia. As its name suggests, it is optimized for integrating with Salesforce's CRM solutions.N/A
Pricing
Avaya Experience PlatformVonage Contact Center for Salesforce
Editions & Modules
No answers on this topic
Essentials
Contact sales team
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Express
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Premium
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Offerings
Pricing Offerings
Avaya Experience PlatformVonage Contact Center for Salesforce
Free Trial
NoNo
Free/Freemium Version
NoNo
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 PlatformVonage Contact Center for Salesforce
Top Pros
Top Cons
Features
Avaya Experience PlatformVonage Contact Center for Salesforce
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Avaya Experience Platform
8.5
34 Ratings
2% above category average
Vonage Contact Center for Salesforce
6.0
4 Ratings
33% below category average
Agent dashboard7.832 Ratings3.02 Ratings
Validate callers8.229 Ratings8.03 Ratings
Outbound response8.328 Ratings3.02 Ratings
Call forwarding9.032 Ratings3.13 Ratings
Click-to-call (CTC)8.725 Ratings7.04 Ratings
Warm transfer8.432 Ratings5.14 Ratings
Predictive dialing8.324 Ratings9.01 Ratings
Interactive voice response8.528 Ratings5.03 Ratings
REST APIs8.423 Ratings8.02 Ratings
Call scripts8.826 Ratings8.01 Ratings
Call tracking9.031 Ratings2.03 Ratings
Multichannel integration8.829 Ratings10.01 Ratings
CRM software integration8.828 Ratings7.04 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Avaya Experience Platform
8.2
34 Ratings
1% below category average
Vonage Contact Center for Salesforce
6.5
4 Ratings
24% below category average
Inbound call routing8.733 Ratings7.03 Ratings
Omnichannel inbound routing8.629 Ratings10.02 Ratings
Recording8.532 Ratings4.14 Ratings
Quality management7.830 Ratings5.13 Ratings
Call analytics7.930 Ratings4.13 Ratings
Historical reporting8.331 Ratings4.14 Ratings
Live reporting8.230 Ratings4.14 Ratings
Customer surveys7.827 Ratings10.02 Ratings
Customer interaction analytics7.726 Ratings10.02 Ratings
Best Alternatives
Avaya Experience PlatformVonage Contact Center for Salesforce
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
CloudTalk
CloudTalk
Score 9.5 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Avaya Experience PlatformVonage Contact Center for Salesforce
Likelihood to Recommend
8.7
(51 ratings)
2.1
(6 ratings)
Likelihood to Renew
7.3
(12 ratings)
-
(0 ratings)
Usability
8.2
(5 ratings)
-
(0 ratings)
Availability
7.0
(1 ratings)
-
(0 ratings)
Performance
10.0
(1 ratings)
-
(0 ratings)
Support Rating
9.1
(4 ratings)
10.0
(1 ratings)
Implementation Rating
8.2
(2 ratings)
-
(0 ratings)
User Testimonials
Avaya Experience PlatformVonage Contact Center for Salesforce
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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Vonage
If an organiziation was fully on Salesforce and rely on that type of routing, I would recommend Vonage to them. They would also need a good support system to be able to build/maintain and manage it as well. If they do not need this or have the bandwidth, I would not recommend this product at all. They also struggled with our billing and could not tell us what they were charging for
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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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Vonage
  • The design of ContactWorld is wonderful, very easy to use and not too busy on the eyes.
  • ContactWorld also makes it easier to find specific clients for specific industries, the groupings of everything are nice and neat and easy to use.
  • ContactWorld has made it much easier for my company to stay on the same page regarding customer information and interest.
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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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Vonage
  • Third party implementation consult
  • British date format and time zone in U.S. market
  • No one answers their 800 number on their website
  • Report is not easy to read
  • Calls that were not answered wouldn’t make it to Salesforce report
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Likelihood to Renew
Avaya
I have always found Avaya's technology and support to be the best in the industry. Even as they worked out financial difficulties and continue to fend off competitors they have adopted and incorporated new technologies. They have done so in a logical and supportive manner and offered all these benefits as they went along. I haven't seen any of their competitors do any of this.
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Vonage
No answers on this topic
Usability
Avaya
I find Avaya easy to use but I am not a beginner. I think it is much more difficult for beginners unless the administrator has some basic programming skills. The system is getting more difficult to use but I enjoy learning and haven't found myself stumped yet.
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Vonage
No answers on this topic
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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Vonage
I have personally not used their support, but I hear from our admin that it is good.
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Implementation Rating
Avaya
No, everything was implemented by Avaya Support
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Vonage
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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Vonage
Noble was the outgoing system. If you are in the UK, then you find that there is little support from the US function for any challenges you face. It feels like Noble is aware of Salesforce, however it doesn't really integrate with Salesforce. Natterbox also looked like a good product, however I feel they are a little while off being on the same level as New Voice Media. It's worth throwing them in the mix with any consideration though.
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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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Vonage
  • Saved us time
  • Saved us manual effort
  • Improved efficiency
  • Made our sales jobs easier
  • More time spent toward other goals due to this simple tool
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ScreenShots