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Head-to-head · Call Center Software

Avaya Experience Platform vs Zendesk Contact Center

  • Updated Oct 2026
  • Both researched from official sources
  • 6 checks side by side
Higher score Avaya Experience Platform #8 in Call Center Software 8.7/10 Paid ✓ 4 of 4 features Visit Avaya
Zendesk Contact Center #10 in Call Center Software 8.5/10 Paid ✓ 4 of 4 features Visit Zendesk

Avaya Experience Platform leads on 0 checks, Zendesk Contact Center on 1, and 5 are even. Who comes out ahead on the 6 yes/no, price and count checks where we have data for both products. The editor score weighs everything else too.

Our verdict

  • Highest scoreAvaya Experience Platform · 8.7/10
  • Lowest starting priceZendesk Contact Center · $33/user/mo

Avaya Experience Platform scores higher on our rubric for call center software: 8.7 against 8.5 out of 10; our editors rank them #8 and #10.

Zendesk Contact Center is cheaper to start at $33/user/mo against $48/user/mo.

Avaya Experience Platform is the better fit for enterprises already using Avaya or major CRMs. Zendesk Contact Center is the better fit for zendesk-centered service organizations.

  • Avaya Experience Platform fits best

    Enterprises already using Avaya or major CRMs

  • Zendesk Contact Center fits best

    Zendesk-centered service organizations

Advertiser disclosure: iTechGuides is reader-supported. Vendors can pay for top positions in our rankings and for a place on other products' pages, and we may earn a commission when you click some links. Bought places stand at the number bought; this page and our disclosure say so. Paying vendors may get a fuller, more detailed review from our editors, and that review can change their score. How we rank.

Side by side

Feature Avaya Experience Platform 8.7/10 Visit ↗ Zendesk Contact Center 8.5/10 Visit ↗
At a glance
Editor score 8.7 8.5
Ranking #8 in Call Center Software #10 in Call Center Software
Best for Enterprises already using Avaya or major CRMs Zendesk-centered service organizations
Pricing model Paid Paid
Starting price $48/user/mo $33/user/mo (best)
Free plan — —
Free trial — —
Deployment Cloud, Self-hosted Cloud
Platforms Web Web
Support Docs Docs
Integrations 6 integrations 8 integrations
Built for Mid-market, Enterprise Mid-market, Enterprise
Features Avaya Experience Platform 4/4 · Zendesk Contact Center 4/4
Inbound calling ✓ ✓
Outbound dialer ✓ ✓
IVR builder ✓ ✓
Workforce management ✓ ✓
Specs
Digital channel scope Omnichannel Omnichannel
Maximum agents Not checked yet Not checked yet
Recording retention Not checked yet Not checked yet
Our review
Pros
  • Inbound, outbound, and omnichannel interaction handling
  • CRM integrations for Salesforce, Dynamics 365, and ServiceNow
  • Workspaces, analytics, recording, and workforce services in one platform
  • Inbound and outbound calling with conversational IVR
  • AI transcription, summaries, sentiment, and after-call work
  • Workforce forecasting, scheduling, QA, and reporting
Cons
  • Public per-user pricing is not part of the buying model
  • The current orderable cloud service is identified as Avaya Infinity
  • Its broad feature set may exceed the needs of smaller teams
  • Web-only platform coverage
  • Contact Center is an add-on to a Zendesk Suite plan
  • AWS services and Amazon Connect usage add consumption costs
Our verdict

Avaya Experience Platform Public Cloud is a multi-tenant contact center service for enterprises and smaller organizations managing voice and digital customer interactions. It supports inbound voice routing, queue management, outbound…

Read the review →

Zendesk Contact Center is a cloud contact-center platform for mid-market and enterprise organizations managing complex customer service operations. It brings voice, digital channels, self-service, AI agents, human-agent workflows,…

Read the review →
  1. Avaya Experience PlatformCall Center Software 8.7Paid
  2. Zendesk Contact CenterCall Center Software 8.5Paid

Strengths and trade-offs

  • Avaya Experience Platform — where it wins

    • Inbound, outbound, and omnichannel interaction handling
    • CRM integrations for Salesforce, Dynamics 365, and ServiceNow
    • Workspaces, analytics, recording, and workforce services in one platform

    Where it doesn't

    • Public per-user pricing is not part of the buying model
    • The current orderable cloud service is identified as Avaya Infinity
    • Its broad feature set may exceed the needs of smaller teams

  • Zendesk Contact Center — where it wins

    • Inbound and outbound calling with conversational IVR
    • AI transcription, summaries, sentiment, and after-call work
    • Workforce forecasting, scheduling, QA, and reporting

    Where it doesn't

    • Web-only platform coverage
    • Contact Center is an add-on to a Zendesk Suite plan
    • AWS services and Amazon Connect usage add consumption costs
  • Avaya Experience Platform8.7/10 · Paid

    A broad enterprise contact center suite with strong CRM and omnichannel coverage.

    Visit AvayaFull verdict →
  • Zendesk Contact Center8.5/10 · Paid

    A broad Zendesk-centered contact center with clear entry pricing and added telephony costs.

    Visit ZendeskFull verdict →

More comparisons

All call center software comparisons → · Full ranking →

Reviewed by iTechGuides Editors · Editorial team · Updated Oct 2026

Last updated · How we research and update