Avaya Experience Platform
Customer self-service software
Contact center software
Contact center workforce software
Speech analytics software
Call & contact center software
- Features
- Ease of use
- Ease of management
- Quality of support
- Affordability
- Market presence
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Small
Medium
Large
- Banking and insurance
- Healthcare and life sciences
- Manufacturing
What is Avaya Experience Platform
Avaya Experience Platform is a contact center platform that supports voice and digital customer interactions, agent desktop workflows, and customer self-service. It is used by customer service and support organizations to route, handle, and manage inbound and outbound engagements across channels. The platform is positioned for enterprises that need hybrid or cloud deployment options and integration with existing telephony and CRM environments. It also includes capabilities commonly packaged with contact centers, such as workforce tools and interaction/speech analytics, depending on edition and licensing.
Omnichannel routing and agent tools
The platform supports handling customer interactions across voice and digital channels within a unified contact center environment. It provides core contact center functions such as routing, queuing, IVR/self-service, and agent desktop capabilities. This breadth aligns with enterprise contact center requirements where multiple channels and complex routing policies are common.
Hybrid and cloud deployment options
Avaya Experience Platform is available in cloud and can also support hybrid scenarios, which can be important for organizations with existing on-premises telephony or regulatory constraints. This flexibility can reduce migration risk by allowing phased transitions rather than a full cutover. It also supports integration patterns that accommodate legacy contact center components.
Ecosystem integrations and extensibility
The product is designed to integrate with common enterprise systems such as CRM platforms, identity providers, and analytics tools. It offers APIs and integration capabilities to connect routing and interaction data with external applications. This is useful for organizations that need to embed contact center functions into broader customer experience and IT workflows.
Packaging varies by edition
Capabilities like workforce management, quality management, and speech/interaction analytics may depend on the specific Avaya Experience Platform edition, add-ons, or bundled components. Buyers often need careful license and feature validation to confirm what is included for their use case. This can complicate like-for-like comparisons across vendors in the same category.
Complexity for smaller teams
The platform targets enterprise and complex contact center environments, which can introduce administrative overhead for smaller support teams. Configuration of routing, reporting, and integrations typically requires specialized skills or partner support. Organizations with simpler requirements may find implementation and ongoing management heavier than lightweight alternatives.
Migration and change management effort
Organizations moving from legacy contact center stacks or older Avaya environments may face non-trivial migration planning, including telephony dependencies, number management, and integration rework. Agent workflow changes and reporting differences can require training and process updates. Timelines and effort can vary significantly based on the existing architecture and customization level.
Plan & Pricing
| Plan | Price | Key features & notes |
|---|---|---|
| Digital (Public Cloud) | Contact sales (price not published on site) | Digital channels (email/chat/SMS), conversational AI, self‑service automation, routing, analytics; Avaya requests contacting sales/demo. |
| Voice (Public Cloud) | Contact sales (price not published on site) | Inbound voice, outbound dialing, voice recording, IVR/self‑service, routing, analytics; contact sales for configuration. |
| All‑Media (Public Cloud) | Contact sales (price not published on site) | Omnichannel (voice + digital), blended media handling, workforce engagement features; contact sales to configure. |
| On‑Prem / Private Cloud | Contact sales (price not published on site) | Deployable on‑premises or private cloud; enterprise features and custom pricing via sales. |
Seller details
Avaya LLC
Durham, North Carolina, USA
2000
Private
https://www.avaya.com/
https://x.com/avaya
https://www.linkedin.com/company/avaya/
