Avaya Experience Platform vs Daktela Contact Center
Avaya Experience Platform
avaya.com
Daktela Contact Center
daktela.comSide by side
| Figure | Avaya Experience Platform | Daktela Contact Center |
|---|---|---|
| Price from | $48/mo | €12/mo |
| Free plan | — | — |
| Free trial | — | Yes |
| Open source | — | — |
| Web | Yes | Yes |
| Windows | — | Yes |
| macOS | — | Yes |
| iOS | — | Yes |
| Android | — | Yes |
| API | Yes | Yes |
| Self-hosted | Yes | — |
| Plans published | 4 | 10 |
| Spec score · Call Center Software | 8.7 (#18) | 8.6 (#21) |
| Spec score · Call & Contact Center Software | 8.6 (#6) | 8.7 (#5) |
| Spec score · Omnichannel Contact Center Software | 8.6 (#10) | 8.8 (#5) |
| Spec score · Contact Center Software | 8.6 (#12) | 8.7 (#9) |
| Free plan | No | No |
| Integrations | Avaya lists Salesforce, Microsoft Dynamics 365, ServiceNow, Zendesk, Microsoft Teams, and Verint WEM among its ecosystem connections. | Daktela offers pre-built integrations for CRM, e-shop, WFM and back-office systems, with REST API and multiple SDKs. |
| Outbound dialer | Yes | Yes |
| Purpose | Avaya Infinity connects systems, data, AI, and workflows so enterprises can orchestrate customer interactions and actions. | Daktela describes its product as an AI-powered contact centre platform for customer service. |
| Support | Included support covers maintenance, incident tracking and resolution, and updates and upgrades. | Every licence includes 24/7 technical support in the customer's local language. |
Plans
Avaya Experience Platform
- Digital$48 a month
- Voice$83 a month
- All Media$125 a month
- Avaya InfinityPriced on request
Daktela Contact Center
- Voice€30 a month
- Email€30 a month
- Webchat€15 a month
- SMS€12 a month
- Social€25 a month
- Voice + Email€50 a month
- Voice + Email + Webchat€62 a month
- All channels · Omnichannel€86 a month
- Voicebot Lite€200 a month
- Voicebot Advanced€600 a month
In their own words
Avaya Experience Platform
Avaya Experience Platform, also called Avaya Infinity, coordinates omnichannel customer interactions with enterprise systems, data, AI and workflows. It supports inbound calling, outbound dialing, IVR building, digital channels and workforce management for large, complex contact centers, including environments with thousands of agents. Teams can create low-code or no-code workflows, while authorized business users can update them under IT governance. Avaya describes the orchestration as AI-agnostic and supports multiple models, real-time customer context and automated workflows. Deployment choices include cloud, hybrid and on-premises, with API, self-hosted and web platforms. Listed controls include role-based access, audit trails, retention settings, bring-your-own-key and organization-defined permissions. Integrations include Salesforce, Microsoft Dynamics 365, ServiceNow, Zendesk, Microsoft Teams and Verint. Digital costs $48 a month, Voice 83.00 USD, and All Media 125.00 USD, based on 200–399 concurrent users over three years; additional charges may apply.
Daktela Contact Center
Daktela Contact Center is an AI-powered customer service platform that brings voice calls, live chat, email and social media together. Its chatbot, voicebot and email bot automate customer conversations and can hand them off to live agents when needed. Listed tools include a helpdesk, reports and analytics, a real-time panel, QA reviews and a knowledge base. The Android and iOS mobile app provides access to ticketing, CRM, calls, chats and real-time information; desktop phone clients are available through the Microsoft Store and Apple Store. Daktela offers pre-built integrations for CRM, e-shop, WFM and back-office systems, alongside a REST API, multiple SDKs and an MCP server with read-only data access. It says its cloud spans two Prague data centres, with backups running three times daily, and that it complies with GDPR and ISO 27001. Every license includes 24/7 technical support in the customer's local language. A 14-day trial with access to all features and no commitment is offered. The listed SMS plan is €12 a month per user; pricing terms vary by license type.