Avaya Experience Platform vs Intermedia Contact Center
Avaya Experience Platform
avaya.comIntermedia Contact Center
intermedia.comSide by side
| Figure | Avaya Experience Platform | Intermedia Contact Center |
|---|---|---|
| Price from | $48/mo | — |
| Free plan | — | — |
| Free trial | — | — |
| Open source | — | — |
| Web | Yes | Yes |
| Windows | — | Yes |
| API | Yes | — |
| Self-hosted | Yes | — |
| Plans published | 4 | 2 |
| Spec score · Call Center Software | 8.7 (#18) | 7.5 (#84) |
| Spec score · Omnichannel Contact Center Software | 8.6 (#10) | 7.5 (#24) |
| Audience | The platform is designed for large, complex enterprise contact center environments, including deployments with thousands of agents. | Intermedia says Contact Center is designed for SMBs and mid-market teams and can start with as few agents as needed. |
| Deployment | Avaya lists cloud, hybrid, and on-premises deployment options. | Contact Center can run standalone, integrate with Unite, or work over an existing UCaaS or on-premises phone system. |
| Digital channel scope | omnichannel | omnichannel |
| Free plan | No | No |
| Inbound calling | Yes | Yes |
| Integrations | Avaya lists Salesforce, Microsoft Dynamics 365, ServiceNow, Zendesk, Microsoft Teams, and Verint WEM among its ecosystem connections. | The pricing page lists Microsoft Teams, Salesforce, and Zendesk integrations for both plans. |
| IVR builder | Yes | Yes |
| Outbound dialer | Yes | Yes |
| Purpose | Avaya Infinity connects systems, data, AI, and workflows so enterprises can orchestrate customer interactions and actions. | The cloud contact center routes incoming calls, chats, emails, and text messages to employees. |
| Support | Included support covers maintenance, incident tracking and resolution, and updates and upgrades. | Intermedia advertises technical support 24 hours a day, 365 days a year, and its support center offers knowledge resources, AI, live chat, and support tickets. |
| Workforce management | Yes | Yes |
Plans
Avaya Experience Platform
- Digital$48 a month
- Voice$83 a month
- All Media$125 a month
- Avaya InfinityPriced on request
Intermedia Contact Center
- Contact Center ElitePriced on request
- Contact Center ProPriced on request
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.
Intermedia Contact Center
Intermedia Contact Center has no write-up on Specifiction yet; its figures are above.