Avaya Experience Platform vs Fastcall

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.

Fastcall is a Salesforce-native communications platform for voice, messaging, and automatic activity logging. It handles inbound and outbound calls, click-to-dial, list dialing, voicemail drop, recording, and transcription. Users can send and receive SMS, MMS, and WhatsApp messages from Salesforce, with activity logged there. Fastcall also logs calls made through the Salesforce mobile interface. Its documented integrations include Agentforce, Sales Engagement, Einstein Conversation Insights, Einstein Generative AI, Omni-Channel, and Einstein Bots; Agentforce can use it for calls, messages, and IVR interactions inside Salesforce. A Subscriber API is available through Apex, Salesforce Flows, and Salesforce REST API actions. Fastcall connects to Twilio, using a Twilio subaccount for phone-number allocation and pay-as-you-go minutes. An active Salesforce subscription is required, and the advertised trial lasts 14 days. Essential costs $30 a month and Pro costs $60 a month, each per user with a 10-user minimum and monthly usage charges. The listed starting rate is $24/user/mo (annual).