Avaya vs RingCentral Contact Center
Last Updated:Our analysts compared Avaya against RingCentral Contact Center based on data from our 400+ point analysis of Call Center Software, user reviews and our own crowdsourced data from our free software selection platform.
Product Basics
Avaya is a cloud-based business communication solution to digitize business interactions and enable better team collaboration. Users can access it across channels on the go and ensure an improved customer experience. It offers unified communications, anticipates inquiries and enables self-service to answer frequent questions.
Its other major offerings include omnichannel connectivity with a single desktop, meetings and conferencing, AI support and more.
RingCentral is a cloud-based unified communications and collaboration suite. It allows teams to connect on the go with conferencing, messaging and more. Users can customize workflows and integrate with third-party APIs for better efficiency. Other offerings include skill-based routing, real-time insights, self-service and supervisor modules.
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Product Insights
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- Convert Leads to Customers: Integrate with customer relationship management (CRM) solutions to gain valuable insight into customer actions and factors driving their decisions. Tailor responses and processes to encourage conversions.
- Improve Collaboration: Integrated GLIP messaging and other internal communication tools help employees stay informed and engaged with the workspace from anywhere.
- Ensure Quality Service: Offer multiple communication channels to customers. Connect with clients from anywhere, on any device and any platform.
- Engage Employees: Gamify internal support responsibilities to increase employee engagement. Encourage agents to complete tasks and get extra points, level up, win rewards and work towards unlockable achievements.
- Workforce Engagement: Boost employee engagement with game mechanics and keep a close eye on an agent’s application usage, off-phone activities, schedule adherence and processes.
- Team Management: Automate quality management via scoring evaluations and coaching. Seek assistance from subject matter experts when required. Streamline and track the progress and processes of the team. Simplify staff scheduling and forecasting. Provide access to call recordings, skills routing, live monitoring, analytics and coaching to agents to boost productivity and improve workflows.
- Contact Tracing: Get access to AI and automation tools to deliver some of the deepest and fastest solutions for contact information, identification and communications.
- Chat Bot: Employ virtual agents to connect with customers through an easy transfer to live customer support when needed.
- Automation: Enable automatic notifications, alerts, text interactions, auto-forms, voice calls and emails to reach out to customers and engage in long-term communication.
- Inbound Call Routing: Includes interactive voice response (IVR), computer telephony integration (CTI) and automatic call distributor (ACD). Use information from the IVR to avoid asking callers repeat questions. Connect customers to the most suitable agents for their queries.
- Outbound Features: Eliminate manual phone number entry with automated outbound dialing features, improving team efficiency and response time. Assess when and how to reach specific customers to generate more leads.
- Omni Channel Communication: Connect with customers across multiple channels in real time. Track, filter and route communications from initial contact to resolution. Contact staff through video calls, messaging, file-sharing and other collaboration tools.
- Call Monitoring Tools: Monitor calls, users, meetings, devices, queues and call quality scores and parameters. Offer real-time coaching during live calls to improve performance.
- Reporting/Analytics: Access personalized dashboards for various company-wide and department-specific metrics, including queues, user-level and usage trends, and agent performance. Create custom reports within the point-and-click interface. Monitor key performance indicators (KPIs) and send real-time alerts to agents via intelligent bots.
- SMS APIs: Video and voice functionalities integrate with message support through v-cards, images and videos, including 19 inbound and 13 outbound formats. Manage all messages across apps and send up to 10,000 messages with one API request. Use original numbers to send messages from extensions, other company numbers or departments.
- Text Messaging APIs: Use prebuilt bot adapters and frameworks such as Botkit, Errbot, Hubot and Lita. Access robust tools, like direct and group messaging support, real-time notifications, message history, message formatting and team member lists, to build a productive messaging platform within and across departments.
- Video Meetings: Create video meetings for immediate engagement. Retrieve past conference data for analysis.
- Fax APIs: Send faxes in 29 different file formats, queue messages automatically, forward and resend faxes to avoid re-rendering and consolidate multiple files in a single API request.
- Analytics: Work on a single and intuitive data layout for instant analysis of company-wide, departments or user-level trends and usage. Agents can monitor all calls, users, meetings, numbers, devices, queues, and call quality scores and parameters.
- Voice APIs: Connect any two numbers from anywhere to make calls through RingOut. Engage in calls through Web RTC-enabled browsers.
- Advanced Call Control: Enable apps to receive, make and forward calls, customize and return presence status, access Call Flip, hot-desking and Call Park, and mute extensions.
- Voicemail: Download or play back voicemail and search call logs. Access audio transcriptions of voicemail messages via speech-to-text conversion.
- Caller ID: Create caller IDs for all calls based on occasions, events and other configurations. Set advanced call routing, location-based routing and scheduling.
- Recorded Greetings: Provide business-specific voice announcements, voicemail greetings and on-hold messages.
- Real-time Notifications: Automate apps and workflows with real-time notifications, including ringing, call initiation, pick-ups, hang-ups and warm transfers.
Product Ranking
#10
among all
Call Center Software
#96
among all
Call Center Software
Analyst Rating Summary
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100
100
94
100
100
Call Routing System
Collaboration
Mobile Capabilities
Platform Capabilities
Voice Intelligence and Analytics
Calling Capabilities
Collaboration
Mobile Capabilities
Phone System
Platform Capabilities
Analyst Ratings for Functional Requirements Customize This Data
Avaya
RingCentral Contact Center
Analyst Ratings for Technical Requirements Customize This Data
User Sentiment Summary
35 reviews
184 reviews
Avaya has a 'great' User Satisfaction Rating of 85% when considering 35 user reviews from 1 recognized software review sites.
RingCentral Contact Center has a 'great' User Satisfaction Rating of 83% when considering 184 user reviews from 2 recognized software review sites.
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3.4 (32)
4.23 (35)
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4.3 (152)
Screenshots
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