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Avaya Experience Platform

Contact center management solution

Table of Contents

Is this product right for your business?

Find out with a

Avaya Experience Platform - 2025 Pricing, Features, Reviews & Alternatives

What is Avaya Experience Platform?

Avaya Experience Platform offers a unified solution for managing interactions coming from multiple channels. The software helps to deliver a personalized customer experience through data integration, intelligent routing, and resource selection features. Regardless of location, interactions can be routed to the most appropriate agent based on skill level, customer value, and campaigns.

Avaya Experience Platform supports voice and video and displays contextual customer data to agents at the point of interaction, while also giving the ability to connect with appropriate internal experts through instant messaging and online presence tools. Historical and real-time reporting helps contact centers improve the quality of the service they offer by identifying trends and call quality.

Benefits of using Avaya Experience Platform

Manage multi-channel interactions including phone, email, chat, SMS, and social media from a single platform.

Personalize customer interactions by accessing customer history and screen pops with contextual customer data from multiple channels.

Agents can use the integrated IM/presence capabilities to connect with experts instantaneously for quicker resolution.

Get a real-time understanding of customer service performance with historical and real-time reporting to identify trends, set performance benchmarks, and plan marketing campaigns.

Starting from

No pricing info

Alternatives with better value for money

Avaya Experience Platform's key features

Most critical features, based on insights from Avaya Experience Platform users:

Call Routing

4.9

(7)

Call Center Management

4.7

(6)

Call Recording

4.9

(7)

Queue Management

5.0

(6)

Multi-Channel Communication

4.7

(3)

Call Transfer

5.0

(2)

All Avaya Experience Platform features

Features rating:

4.6

(11)

Social Media Integration

4.0

(1)

Real-Time Monitoring

4.5

(2)

Performance Metrics

4.0

(1)

Performance Management

5.0

(3)

Labor Forecasting

3.0

(1)

Interaction Tracking

5.0

(4)

For Call Centers

5.0

(1)

Employee Scheduling

3.0

(1)

Customer Experience Management

4.0

(1)

CRM

5.0

(1)

Campaign Management

4.5

(2)

Automatic Call Distribution

4.8

(6)

Customer History

(0)

Customer Segmentation

(0)

Customizable Reports

(0)

Communication Management

(0)

Chat/Messaging

5.0

(1)

Monitoring

(0)

Multi-Channel Management

(0)

Call Reporting

(0)

Call List Management

3.0

(1)

Real-Time Reporting

4.5

(2)

Reporting & Statistics

5.0

(1)

Avaya Experience Platform alternatives

Avaya Experience Platform

4.7

(11)

Starting from

No pricing info

Free trial

Free version

Ease of Use

4.6

Features

4.6

Value for Money

4.2

Customer Support

4.6

Convoso

4.5

(358)

visit website

Starting from

Per month

Free trial

Free version

Ease of Use

4.7

Features

4.5

Value for Money

4.5

Customer Support

4.5

Zoho Desk

4.5

(2.1K)

visit website

Starting from

Per month

Free trial

Free version

Ease of Use

4.4

Features

4.5

Value for Money

4.5

Customer Support

4.3

3CX

4.4

(444)

visit website

Starting from

No pricing info

Free trial

Free version

Ease of Use

4.4

Features

4.4

Value for Money

4.3

Customer Support

4.1

Avaya Experience Platform integrations (24)

Avaya Experience Platform support options

Typical customers

Freelancers

Small businesses

Mid size businesses

Large enterprises

Platforms supported

Web

Android

iPhone/iPad

Support options

Email/Help Desk

Phone Support

FAQs/Forum

Training options

Videos

Avaya Experience Platform reviews

Overall rating

4.7

Positive reviews

Rating breakdown

Value for money
Ease of use
Features
Customer support
Likelihood to recommend9.18/10

Rating distribution

Pros

“I like this software because it's the best choice for call center company it's really great. You can actually track your call, record calls for quality purposes.”

Ronalen V.

CSR

“Very good call management software to help provide overall analytics in understanding the quality and quantity of customer calls being handled by your agents.”

Barry M.

Financial Solutions

“I like the effective features of Avaya Experience Platform. Avaya Experience Platform is a reliable contact center.”

Giacomo M.

Communications Manager

Cons

“Nothing I can see that stood out as a negative.”

Michael M.

Sales Account Manager

“The software analytics reports are a little confusing when you plan to include it in agent performance tracking.”

Barry M.

Financial Solutions