Zoom Contact Center vs Avaya Experience Platform

Zoom Contact Center8.9Visit Avaya Experience Platform8.7Visit

Higher score Zoom Contact Center #6 in Call Center Software 8.9/10 Pricing on request ✓ 4 of 4 features Visit Zoom

vs

Avaya Experience Platform #8 in Call Center Software 8.7/10 Paid ✓ 4 of 4 features Visit Avaya

• Zoom Contact Center fits best

  Zoom users needing an integrated contact center

• Avaya Experience Platform fits best

  Enterprises already using Avaya or major CRMs

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Side by side

Feature	Zoom Contact Center 8.9/10 Visit ↗	Avaya Experience Platform 8.7/10 Visit ↗
At a glance
Editor score	8.9	8.7
Ranking	#6 in Call Center Software	#8 in Call Center Software
Best for	Zoom users needing an integrated contact center	Enterprises already using Avaya or major CRMs
Pricing model	Paid	Paid
Starting price	—	$48/user/mo
Free plan	—	—
Free trial	—	—
Deployment	Cloud	Cloud, Self-hosted
Platforms	Web, Windows, macOS, Linux, iOS, Android	Web
Support	Docs, Community, Phone, Tickets	Docs
Integrations	2,500+ integrations	6 integrations
Built for	Small business, Mid-market, Enterprise	Mid-market, Enterprise
Features Zoom Contact Center 4/4 · Avaya Experience Platform 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	Voice, video, chat, SMS, email, and social messaging support IVR, skills-based routing, recording, transcription, and analytics CRM integrations plus outbound dialers and workforce management	Inbound, outbound, and omnichannel interaction handling CRM integrations for Salesforce, Dynamics 365, and ServiceNow Workspaces, analytics, recording, and workforce services in one platform
Cons	No free plan is available Plans require contacting sales for pricing Advanced capabilities are reserved for higher-tier plans	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
Our verdict	Zoom Contact Center is a cloud-based platform for organizations managing customer service and engagement operations. It brings voice, video, chat, SMS, email, and social messaging into one contact center, with inbound and outbound… Read the review →	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 →

Strengths and trade-offs

• Zoom Contact Center — where it wins

  • Voice, video, chat, SMS, email, and social messaging support
  • IVR, skills-based routing, recording, transcription, and analytics
  • CRM integrations plus outbound dialers and workforce management

  Where it doesn't

  • No free plan is available
  • Plans require contacting sales for pricing
  • Advanced capabilities are reserved for higher-tier plans

• 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

• Zoom Contact Center8.9/10 · Pricing on request

  A broad omnichannel contact center for organizations already invested in Zoom.

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

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

  Visit AvayaFull verdict →