NiCE Interactive Voice Response vs Avaya Experience Platform

NiCE Interactive Voice Response9.3Visit Avaya Experience Platform8.7Visit

Higher score NiCE Interactive Voice Response #1 in Interactive Voice Response Software 9.3/10 Paid ✓ 5 of 5 features Visit NiCE

vs

Avaya Experience Platform #4 in Interactive Voice Response Software 8.7/10 Paid ✓ 0 of 5 features Visit Avaya

• NiCE Interactive Voice Response fits best

  Large omnichannel contact centers

• Avaya Experience Platform fits best

  Enterprise omnichannel contact centers

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Side by side

Feature	NiCE Interactive Voice Response 9.3/10 Visit ↗	Avaya Experience Platform 8.7/10 Visit ↗
At a glance
Editor score	9.3	8.7
Ranking	#1 in Interactive Voice Response Software	#4 in Interactive Voice Response Software
Best for	Large omnichannel contact centers	Enterprise omnichannel contact centers
Pricing model	Paid	Paid
Starting price	$110/user/mo	$48/user/mo (best)
Free plan	—	—
Free trial	—	—
Deployment	Cloud	Cloud, Self-hosted
Platforms	Web	Web
Support	Phone, Community, Docs · 24/7	Docs
Integrations	200+ integrations	6 integrations
Built for	Mid-market, Enterprise	Mid-market, Enterprise
Features NiCE Interactive Voice Response 5/5 · Avaya Experience Platform 0/5
Visual flow builder	✓ (best)	Not checked yet
Caller authentication	✓ (best)	Not checked yet
Self-service data lookup	✓ (best)	Not checked yet
Speech recognition	✓ (best)	Not checked yet
API access	✓ (best)	Not checked yet
Specs
Supported languages	Not checked yet	Not checked yet
Deployment	Cloud	Not checked yet
Our review
Pros	Visual drag-and-drop IVR flow design with speech and DTMF input Self-service, authentication, callbacks, and contextual agent handoff Integrations with Salesforce, Oracle, Dynamics, Zendesk, and ServiceNow	Covers inbound routing, outbound preview campaigns, and IVR workflow orchestration. Unifies voice, email, chat, and messaging with browser-based workspaces. Connects Salesforce, Dynamics 365, ServiceNow, and Microsoft Azure.
Cons	Paid CXone suite pricing starts at $110 per agent per month Pricing is presented for suite packages rather than standalone IVR The broad feature set may exceed the needs of smaller voice teams	Pricing is handled through a contact-sales model. Product naming spans Avaya Experience Platform Public Cloud and Avaya Infinity. Its broad scope may exceed the needs of a simple voice IVR deployment.
Our verdict	NiCE Interactive Voice Response is a cloud-native IVR solution within the CXone customer experience platform. It is designed for contact centers that need to automate routine calls, capture caller intent, support speech recognition and… Read the review →	Avaya Experience Platform Public Cloud is a multi-tenant cloud contact center service for enterprises and smaller organizations. It brings inbound voice routing, queue management, outbound calling, preview campaigns, IVR workflows, and… Read the review →

Strengths and trade-offs

• NiCE Interactive Voice Response — where it wins

  • Visual drag-and-drop IVR flow design with speech and DTMF input
  • Self-service, authentication, callbacks, and contextual agent handoff
  • Integrations with Salesforce, Oracle, Dynamics, Zendesk, and ServiceNow

  Where it doesn't

  • Paid CXone suite pricing starts at $110 per agent per month
  • Pricing is presented for suite packages rather than standalone IVR
  • The broad feature set may exceed the needs of smaller voice teams

• Avaya Experience Platform — where it wins

  • Covers inbound routing, outbound preview campaigns, and IVR workflow orchestration.
  • Unifies voice, email, chat, and messaging with browser-based workspaces.
  • Connects Salesforce, Dynamics 365, ServiceNow, and Microsoft Azure.

  Where it doesn't

  • Pricing is handled through a contact-sales model.
  • Product naming spans Avaya Experience Platform Public Cloud and Avaya Infinity.
  • Its broad scope may exceed the needs of a simple voice IVR deployment.

• NiCE Interactive Voice Response9.3/10 · Paid

  A broad cloud IVR suite for large contact centers with higher per-agent pricing.

  Visit NiCEFull verdict →
• Avaya Experience Platform8.7/10 · Paid

  A broad omnichannel contact center platform for enterprise routing, IVR, and workforce operations.

  Visit AvayaFull verdict →