Avaya vs Vonage Contact Center
Last Updated:Our analysts compared Avaya against Vonage 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.
Vonage is a cloud-based phone system that boosts agent experiences by delivering Salesforce integration into reporting, routing and user experience for a service and sales cloud. This connects with customer service management to provide an all-in-one unified stage to businesses relying on customized agent, employee and customer workflows. It provides relevant and contextual data and workflows to salespeople allowing them to collaborate across organizations and deliver results using CRM insights and skill-based routing.
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Product Insights
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- Reliability: Keep business running with 99.9% uptime with SD-WAN and SmartWAN offerings. Access high-quality, pristine video, voice and messaging with minimum call drops, static and data loss. Take advantage of massive scale-out capabilities and flexibility with highly distributed architecture and nationwide coverage with disaster recovery, elevated QoS and business continuity.
- Security and Compliance: Protect customer data and company reputation with leading compliance frameworks and regulatory standards, including GDPR; SOX;FCC and CPNI; PCI for protected financial data; HITECH, HIPAA for health information and HITRUST Common Security Framework Certification.
- Ease of Use: Optimize business workflows with an intuitive business communications app. Be up and running with a plug-and-play mobile application that integrates easily with pre-existing systems.
- Unified Communications: Rely on Vonage Business Communications (VBC) that activates conversations worldwide across SMS, voice, team messaging, fax, video meetings, social and more.
- Mobility and Collaboration: Increase productivity and collaborate with team and customers virtually anytime and anywhere with over 50 features and VBC. All these are supported in more than 40 countries and over 96 numbers for local inbound calling.
- Stellar Customer Service: Collaborate with experts across the entire organization to resolve customer issues through features such as call controls and the directory, one-click login, a single interface and a complete view of presence and availability.
- Flexibility: Block callers on outbound calls, change caller ID and check what people see during a call. Manage the entire system with an admin portal and establish a local presence with any local phone number.
- 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.
- Call Flip: Transfer calls from mobile to desktop or vice versa with a single click.
- Cell Phone Integration: Get VoIP system functionality on a cell phone.
- Paperless Fax: Receive or send faxes anywhere or anytime. Access is available only in the US.
- Voicemail to Email: Receive voicemail recordings directly in an email inbox.
- Collaboration: Take advantage of features such as call to announce, call monitoring, call groups (forwarding calls to more than one extension at once) and team messaging.
- Conference Bridge: Connect up to 30 callers at a go with a single button.
- Virtual Assistant: Answer calls immediately through voice-driven, AI-enhanced natural language interactions.
- Call Screening: See all incoming call numbers and prioritize answering essential calls.
- Spam Shield: Check all incoming calls for phone spam; the feature is only available in the U.S.
- Call Continuity: Get instant access to automatic call rerouting during an emergency.
- Click-To-Call-Me: Give customers a quick and easy way to contact and enhance customer satisfaction rate.
- Receptionist Console: Manage a large volume of calls (up to 50) efficiently without any disturbance or dropped calls — available in US and UK only.
- Smart Numbers: Program phone numbers according to the business's exact needs. Available in the US and Australia only.
- Single Sign-On System for Cross-Domain Identity Management (SCIM): Use company credentials to log in to the product's business communications easily with centralized authentication and password management.
- Video Collaboration: Connect with customers virtually from anywhere with Meetings. Get access to video and vice collaboration plus chat. Schedule meetings right from the calendar and connect up to 150 attendees in up to 25 simultaneous videos in a single session.
- Support Plus Powered By Soluto: Take advantage of friendly remote support for IT and tech issues. Available in the US only.
- SD-WAN: Prioritize bandwidth-intensive cloud applications with SmartWAN solution and get reliable and quality service for embedded voice into VBC for Teams-available only in the US.
- Virtual Receptionist: Create a simplified and robust phone menu system IVR, customize call routing for holidays and day-offs and route callers to the right individual or department for a streamlined experience.
- Call Queue: Set up detailed messaging prompts and options to help callers connect automatically to the appropriate agent.
- Call Continuity: Route calls anywhere from a variety of options. For instance, when the team is away from the office or during emergencies.
Product Ranking
#10
among all
Call Center Software
#99
among all
Call Center Software
Analyst Rating Summary
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94
Call Routing System
Collaboration
Mobile Capabilities
Platform Capabilities
Voice Intelligence and Analytics
Call Routing System
Mobile Capabilities
Platform Capabilities
Voicemail and Messaging
Calling Capabilities
Analyst Ratings for Functional Requirements Customize This Data
Avaya
Vonage Contact Center
Analyst Ratings for Technical Requirements Customize This Data
User Sentiment Summary
35 reviews
177 reviews
Avaya has a 'great' User Satisfaction Rating of 85% when considering 35 user reviews from 1 recognized software review sites.
Vonage Contact Center has a 'good' User Satisfaction Rating of 75% when considering 177 user reviews from 4 recognized software review sites.
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4.0 (55)
4.23 (35)
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4.4 (61)
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4.5 (7)
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2.7 (54)
Screenshots
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