Avaya Experience Platform
Avaya Experience Platform: A broad omnichannel contact center platform for enterprise routing, IVR, and workforce operations. Ranked #4 of 20 in Interactive Voice Response Software by our editors (8.7/10); pricing: Paid; best for enterprise omnichannel contact centers.
At a glance
- Editor score8.7 / 10
- PricingPaid
- Best forEnterprise omnichannel contact centers
- Free planNo
- Paid from$48/user/mo
- Facts checked23 Sep 2026
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.
Our verdict on Avaya Experience Platform
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 digital interactions into one environment. Voice, email, chat, and messaging are handled through browser-based agent and supervisor workspaces, while APIs support broader platform connections. Its strongest fit is an organization that needs more than a standalone IVR builder, particularly an enterprise contact center coordinating voice and digital customer journeys.
Pricing follows a contact-sales model rather than a publicly listed plan structure. That makes the platform a better fit for buyers evaluating a broader contact-center program than for teams seeking a simple, self-serve IVR subscription. The ecosystem is a clear strength: CRM integrations cover Salesforce, Microsoft Dynamics 365, and ServiceNow, while Microsoft Azure is also listed as an integration. Customer journey and interaction history, recording capabilities, and real-time and historical reporting support teams that need operational context across channels.
The platform’s breadth extends into workforce management and workforce engagement services, alongside analytics and drag-and-drop interaction workflow orchestration. That combination gives contact-center leaders room to connect routing, supervision, reporting, and workforce operations rather than assembling separate tools. Avaya currently identifies Infinity as the orderable cloud service, while older materials describe Avaya Experience Platform Public Cloud, so buyers should align the product name and service scope during evaluation. Choose it for enterprise omnichannel operations; consider a narrower IVR product when voice menus and basic routing are the primary requirement.
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Avaya Experience Platform pricing
All 3 Avaya Experience Platform plans and prices →
Avaya Experience Platform fact sheet
| Free plan | No |
|---|---|
| Paid from | $48/user/mo |
| Visual flow builder | Not verified |
| Caller authentication | Not verified |
| Self-service data lookup | Not verified |
| Speech recognition | Not verified |
| Supported languages | Not verified |
| API access | Not verified |
| Deployment | Not verified |
| Deployment | Cloud, Self-hosted |
| Platforms | Web |
| Support | Docs |
| Built for | Mid-market, Enterprise (editorial estimate) |
| Integrations | 6 integrations: Salesforce, Microsoft Dynamics 365, ServiceNow, Avaya Cloud Office, Avaya Aura, Microsoft Teams |
| Pricing | Paid (source) |
| Website | avaya.com |
| Facts checked | 23 Sep 2026 |
Avaya Experience Platform integrations
Avaya Experience Platform lists 6 integrations on its own site.
- Salesforce
- Microsoft Dynamics 365
- ServiceNow
- Avaya Cloud Office
- Avaya Aura
- Microsoft Teams
Alternatives to Avaya Experience Platform
- NiCE Interactive Voice ResponseA broad cloud IVR suite for large contact centers with higher per-agent pricing.9.3
- 8x8 Intelligent IVRA visual, AI-powered IVR for automating routine inquiries and routing calls.9.0
- Twilio StudioA low-cost visual IVR builder with APIs, routing, and flow-based automation.8.8
See all Avaya Experience Platform alternatives →
Avaya Experience Platform vs the competition
- Avaya Experience Platform vs NiCE Interactive Voice Response
- Avaya Experience Platform vs 8x8 Intelligent IVR
- Avaya Experience Platform vs Twilio Studio
- Avaya Experience Platform vs NCH IVM Telephone Answering Attendant
- Avaya Experience Platform vs Ozonetel IVR System
- Avaya Experience Platform vs Plum Fuse
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Also Ranked In
Avaya Experience Platform is ranked in 12 of our directories; the 6 strongest besides Interactive Voice Response Software.
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Reviewed by iTechGuides Editors · Editorial team · Updated Oct 2026
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