Avaya Experience Platform vs Zendesk Talk

Avaya Experience Platform7.0Visit ZTZendesk Talk6.7Visit

Higher score Avaya Experience Platform #6 in Call Center CRM Software 7.0/10 From $48/user/mo ✓ 2 of 6 features Visit Avaya

vs

ZT Zendesk Talk #7 in Call Center CRM Software 6.7/10 From $55/mo (annual) · 14-day trial ✓ 6 of 6 features Visit Zendesk Talk

• Avaya Experience Platform fits best

  Mid-market teams needing flexible deployment

• Zendesk Talk fits best

  Zendesk users adding phone support and queue controls

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Side by side

Feature	Avaya Experience Platform 7.0/10 Visit ↗	ZTZendesk Talk 6.7/10 Visit ↗
At a glance
Editor score	7.0	6.7
Ranking	#6 in Call Center CRM Software	#7 in Call Center CRM Software
Best for	Mid-market teams needing flexible deployment	Zendesk users adding phone support and queue controls
Pricing model	Paid	Paid
Starting price	$48/user/mo	Not published
Free plan	—	—
Free trial	—	—
Deployment	Cloud, Self-hosted	Cloud, Browser extension
Platforms	Web	Web
Support	Docs	Email, Phone, Community, Docs
Integrations	6 integrations	4 integrations
Built for	Mid-market, Enterprise	Small business, Mid-market, Enterprise
Features Avaya Experience Platform 2/6 · Zendesk Talk 6/6
Inbound calling	✓	✓
Outbound dialer	✓	✓
IVR menus	Not published	✓ (best)
Call recording	Not published	✓ (best)
Omnichannel messaging	Not published	✓ (best)
Queue management	Not published	✓ (best)
Specs
Included agent limit	Not published	Not published
Our review
Pros	Combines voice, email, chat, and messaging in a browser-based desktop Adds routing, reporting, supervisor coaching, and workforce tools Supports cloud and self-hosted deployment with CRM integrations	Inbound and outbound calling with browser or forwarded-phone support IVR, queues, overflow routing, callbacks and voicemail recording Omnichannel routing across calls, messaging and email
Cons	Digital, Voice, and All Media are separate paid plans Published pricing is tied to a three-year term and 200–399 concurrent users CRM and platform integrations are a focused rather than broad set	Phone numbers, minutes and recordings add usage-based charges No free plan; annual Suite pricing starts at $55 per agent monthly Less depth in dialer and workforce features than specialized contact-center suites
Our verdict	Avaya Experience Platform brings voice and digital customer interactions into a contact center environment for mid-market and enterprise teams. Agents can work across voice, email, chat, and messaging in a browser-based desktop, while… Read the review →	Zendesk Talk is a cloud voice channel for customer service teams already working in Zendesk. Agents can receive inbound calls in a browser or on a forwarded phone, place outbound calls, create tickets, route conversations through queues… Read the review →

Strengths and trade-offs

• Avaya Experience Platform — where it wins

  • Combines voice, email, chat, and messaging in a browser-based desktop
  • Adds routing, reporting, supervisor coaching, and workforce tools
  • Supports cloud and self-hosted deployment with CRM integrations

  Where it doesn't

  • Digital, Voice, and All Media are separate paid plans
  • Published pricing is tied to a three-year term and 200–399 concurrent users
  • CRM and platform integrations are a focused rather than broad set

• Zendesk Talk — where it wins

  • Inbound and outbound calling with browser or forwarded-phone support
  • IVR, queues, overflow routing, callbacks and voicemail recording
  • Omnichannel routing across calls, messaging and email

  Where it doesn't

  • Phone numbers, minutes and recordings add usage-based charges
  • No free plan; annual Suite pricing starts at $55 per agent monthly
  • Less depth in dialer and workforce features than specialized contact-center suites

• Avaya Experience Platform7.0/10 · From $48/user/mo

  Flexible voice and digital workflows, with published plans starting at $48 per user monthly.

  Visit AvayaFull verdict →
• ZTZendesk Talk6.7/10 · From $55/mo (annual) · 14-day trial

  A Zendesk-native voice channel with IVR, queues and omnichannel routing.

  Visit Zendesk TalkFull verdict →