Avaya Experience Platform vs Luware Nimbus
Avaya Experience Platform
avaya.com
Luware Nimbus
luware.comSide by side
| Figure | Avaya Experience Platform | Luware Nimbus |
|---|---|---|
| Price from | $48/mo | $85/mo |
| Free plan | — | — |
| Free trial | — | Yes |
| Open source | — | — |
| Web | Yes | Yes |
| Windows | — | Yes |
| iOS | — | Yes |
| Android | — | Yes |
| API | Yes | Yes |
| Self-hosted | Yes | — |
| Plans published | 4 | 8 |
| Spec score · Call Center Software | 8.7 (#18) | 8.8 (#15) |
| Spec score · Contact Center as a Service - Enterprise Software | 8.6 (#7) | 8.9 (#4) |
| Spec score · Omnichannel Contact Center Software | 8.6 (#10) | 9.0 (#4) |
| Audience | The platform is designed for large, complex enterprise contact center environments, including deployments with thousands of agents. | Luware describes Nimbus use cases spanning internal helpdesks, branch offices, receptions, and large contact centers. |
| Free plan | No | No |
| Integrations | Avaya lists Salesforce, Microsoft Dynamics 365, ServiceNow, Zendesk, Microsoft Teams, and Verint WEM among its ecosystem connections. | The product connects to CRM and ticketing systems through Power Automate, and offers Power BI/OData reporting, website widgets and CRM screen pops. |
| Outbound dialer | Yes | Yes |
| Security controls | Avaya lists role-based access control, audit trails, retention controls, bring-your-own-key, and enterprise-defined policies and permissions. | The security program describes MFA, role-based access, Entra ID logging, Azure Sentinel monitoring, secure development, incident response and resilient backups. |
| Support | Included support covers maintenance, incident tracking and resolution, and updates and upgrades. | Published support tiers are standard coverage from 7am–7pm CET and premium 24x7 support. |
Plans
Avaya Experience Platform
- Digital$48 a month
- Voice$83 a month
- All Media$125 a month
- Avaya InfinityPriced on request
Luware Nimbus
- Advanced Routing$85 a month
- Enterprise Routing$170 a month
- Contact Center$85 a month
- Nimbus CapturePriced on request
- Advanced RoutingPriced on request
- Contact CenterPriced on request
- Attendant ConsolePriced on request
- Enterprise RoutingPriced 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.
Luware Nimbus
Luware Nimbus is a cloud customer experience and contact center platform built around Microsoft Teams. It handles phone calls, live chat, email, and social media, routing calls and tasks by agent skills, caller priority, or custom parameters such as country code. A drag-and-drop workflow editor supports process setup, while live and historical analytics cover call volume, presence, workload, and service lines. CRM and ticketing connections use Power Automate; listed CRM integrations include Salesforce, Zendesk, HubSpot, and ServiceNow. Luware also documents an OData API for integrations and reporting. Hosting instances are offered within Microsoft Azure, and the product page states 99.99% availability. Pricing starts at $85/user · 30-day trial. Listed plans include Advanced Routing at $85 a month and Enterprise Routing at $170 a month, each for 25 services or more; Contact Center is $85 a month for up to 199 users. Full use requires Microsoft Teams and Microsoft Teams Phone. The Teams mobile app supports core tasks such as answering calls; full service management is available on desktop or web.