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Avaya Aura Call Center Elite vs Helpshift Comparison

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Overview

Avaya offers a range of tools to manage multichannel interactions, optimize agent workflows, facilitate collaboration and track performance

Helpshift is a Digital Customer Service platform that tightly integrates messaging, Automation, Bots & AI. Delivers personalized,...

  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials
  • Platforms supported
  • Web-based
  • iPhone app
  • Android app
  • Windows Phone app
  • Typical customers
  • Freelancers
  • Small businesses
  • Mid size businesses
  • Large enterprises
  • Customer support
  • Phone
  • Online
  • Knowledge base
  • Video tutorials

Screenshots

Pricing

Starting from
/
No info available
/
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based
Starting from
$0/yr.year
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based

User reviews

3.0

(1)

5

4

3

2

1

0

0

1

0

0

  • Value for money
  • Ease of use
  • Features
  • Customer support
100%
would recommend this app

3.9

(26)

5

4

3

2

1

9

11

3

1

2

  • Value for money
  • Ease of use
  • Features
  • Customer support
89%
would recommend this app

Pros

Not enoughreviews yet

Pros

Easy to plug into your app, and I like that it’s supporting attach screenshots which are very important for CRM.
Very importantly too, I love the quality of support offered my team by the Helpshift customer service desk.
The platform is easy to use and navigate but wish we had more analytics and better stats for tracking individual and team performance.

Cons

Not enoughreviews yet

Cons

Customer service was terrible. The bait & switch pricing.
For example, deep linking started working after removing Helpshift. So the SDK is doing some crazy stuff under the hood.
It could also be possible that my current company dont feel those features or functionality as neccessary but it really sucks big time.
  • Vendor responds to reviews
  • Last reviewN/A
  • Vendor responds to reviews
  • Last review10 months ago

Key features

  • Total features39
  • @mentions
  • API
  • Access Control
  • Activity Dashboard
  • Activity Tracking
  • Archiving & Retention
  • Assignment Management
  • Auto-Responders
  • Automatic Call Distribution
  • Automatic Notifications
  • Benchmarking
  • Business Intelligence
  • CRM Integration
  • Call Center Management
  • Call List Management
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Transfer
  • Campaign Analysis
  • Campaign Management
  • Campaign Planning
  • Case Management
  • Channel Management
  • Chat
  • Chat Transcript
  • Client Portal
  • Collaboration Tools
  • Collaborative Workspace
  • Communication Management
  • Contact History
  • Custom Fields
  • Custom Forms
  • Customer Accounts
  • Customer Activity Reporting
  • Customer Experience Management
  • Customer History
  • Customer Segmentation
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Reporting
  • Customizable Templates
  • Data Import
  • Data Import/Export
  • Data Visualization
  • Desktop Notifications
  • Distribution Management
  • Email Integration
  • Email Notifications
  • Email Templates
  • Email Tracking
  • Employee Management
  • Escalation Management
  • Event Triggered Actions
  • Feedback Collection
  • Feedback Management
  • Full Text Search
  • Gamification
  • Help Desk Integration
  • Help Desk Management
  • Inbox Management
  • Instant Messaging
  • Knowledge Base Management
  • Monitoring
  • Multi-Campaign
  • Multi-Channel Communication
  • Multi-Channel Distribution
  • Multi-Channel Management
  • Multi-Language
  • Multiple User Accounts
  • Offline Access
  • Performance Management
  • Performance Reports
  • Prioritizing
  • Queue Manager
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real Time Updates
  • Remote Monitoring
  • Reporting & Statistics
  • Request Routing
  • Resource Allocation
  • Resource Management
  • SLA Management
  • SMS Integration
  • SSL Security
  • Search Functionality
  • Self Service Portal
  • Sentiment Analysis
  • Single Sign On
  • Social Media Integration
  • Status Tracking
  • Support Ticket Management
  • Tagging
  • Third Party Integration
  • Timer
  • Visual Analytics
  • Widgets
  • Workflow Management
  • Total features80
  • @mentions
  • API
  • Access Control
  • Activity Dashboard
  • Activity Tracking
  • Archiving & Retention
  • Assignment Management
  • Auto-Responders
  • Automatic Call Distribution
  • Automatic Notifications
  • Benchmarking
  • Business Intelligence
  • CRM Integration
  • Call Center Management
  • Call List Management
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Transfer
  • Campaign Analysis
  • Campaign Management
  • Campaign Planning
  • Case Management
  • Channel Management
  • Chat
  • Chat Transcript
  • Client Portal
  • Collaboration Tools
  • Collaborative Workspace
  • Communication Management
  • Contact History
  • Custom Fields
  • Custom Forms
  • Customer Accounts
  • Customer Activity Reporting
  • Customer Experience Management
  • Customer History
  • Customer Segmentation
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Reporting
  • Customizable Templates
  • Data Import
  • Data Import/Export
  • Data Visualization
  • Desktop Notifications
  • Distribution Management
  • Email Integration
  • Email Notifications
  • Email Templates
  • Email Tracking
  • Employee Management
  • Escalation Management
  • Event Triggered Actions
  • Feedback Collection
  • Feedback Management
  • Full Text Search
  • Gamification
  • Help Desk Integration
  • Help Desk Management
  • Inbox Management
  • Instant Messaging
  • Knowledge Base Management
  • Monitoring
  • Multi-Campaign
  • Multi-Channel Communication
  • Multi-Channel Distribution
  • Multi-Channel Management
  • Multi-Language
  • Multiple User Accounts
  • Offline Access
  • Performance Management
  • Performance Reports
  • Prioritizing
  • Queue Manager
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real Time Updates
  • Remote Monitoring
  • Reporting & Statistics
  • Request Routing
  • Resource Allocation
  • Resource Management
  • SLA Management
  • SMS Integration
  • SSL Security
  • Search Functionality
  • Self Service Portal
  • Sentiment Analysis
  • Single Sign On
  • Social Media Integration
  • Status Tracking
  • Support Ticket Management
  • Tagging
  • Third Party Integration
  • Timer
  • Visual Analytics
  • Widgets
  • Workflow Management

Integrations

  • Total integrations30
  • BigCommerce
  • Facebook
  • Freshdesk
  • Google Analytics
  • HubSpot CRM
  • Jira
  • Joomla
  • Magento Commerce
  • Mailchimp
  • Pipedrive
  • Salesforce Sales Cloud
  • Salesforce Service Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • Wordpress
  • Zapier
  • Zendesk
  • Zoho CRM
  • Total integrations18
  • BigCommerce
  • Facebook
  • Freshdesk
  • Google Analytics
  • HubSpot CRM
  • Jira
  • Joomla
  • Magento Commerce
  • Mailchimp
  • Pipedrive
  • Salesforce Sales Cloud
  • Salesforce Service Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • Wordpress
  • Zapier
  • Zendesk
  • Zoho CRM

Security

  • Encryption of sensitive data at rest
  • HTTPS for all pages (web-based apps)
  • Reports/alerts for security breaches
  • Multifactor authentication options
  • Customer data removed upon service cancellation
  • Encryption of sensitive data at rest
  • HTTPS for all pages (web-based apps)
  • Reports/alerts for security breaches
  • Multifactor authentication options
  • Customer data removed upon service cancellation

Avaya Aura Call Center Elite vs. Helpshift

See how Avaya Aura Call Center Elite and Helpshift stack up against each other by comparing features, pricing, ratings and reviews, integrations, screenshots and security. Compare real user opinions on the pros and cons to make more informed decisions.

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