Avaya Experience Platform vs Talkdesk CX Cloud
Avaya Experience Platform
avaya.com
Talkdesk CX Cloud
talkdesk.comSide by side
| Figure | Avaya Experience Platform | Talkdesk CX Cloud |
|---|---|---|
| Price from | $48/mo | $85/mo |
| Free plan | — | — |
| Free trial | — | — |
| Open source | — | — |
| Web | Yes | Yes |
| API | Yes | — |
| Self-hosted | Yes | — |
| Plans published | 4 | 3 |
| Spec score · Call Center Software | 8.7 (#18) | 7.3 (#99) |
| Spec score · Customer Service - Enterprise Software | 8.7 (#5) | 6.8 (#23) |
| Spec score · Call & Contact Center Software | 8.6 (#6) | 6.8 (#24) |
| Spec score · Call Center CRM Software | 8.7 (#5) | 6.7 (#15) |
| Spec score · Contact Center as a Service - Enterprise Software | 8.6 (#7) | 6.7 (#22) |
| Spec score · Omnichannel Contact Center Software | 8.6 (#10) | 6.8 (#33) |
| Spec score · Contact Center Software | 8.6 (#12) | 6.8 (#34) |
| Spec score · Cloud Communication Platform | 8.6 (#10) | 6.7 (#25) |
| Digital channel scope | omnichannel | omnichannel |
| Free plan | No | No |
| Inbound calling | Yes | Yes |
| IVR builder | Yes | Yes |
| Outbound dialer | Yes | Yes |
| Paid from | 48 | 85 |
| 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
Talkdesk CX Cloud
- Digital Essentials$85 a month
- Voice Essentials$105 a month
- Elite$165 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.
Talkdesk CX Cloud
Talkdesk CX Cloud is a web-based contact-center platform for voice and digital customer interactions. It supports inbound calling, an outbound dialer and an IVR builder, with omnichannel coverage across voice, web chat, SMS, WhatsApp and Digital Connect. Digital Essentials costs $85 a month, based on a minimum three-year commitment, and includes email, chat, SMS and social messaging, Studio and routing, API access, real-time dashboards, business intelligence and quality management. Voice Essentials costs $105 a month under the same commitment and covers voice engagement with those operational tools. Elite costs $165 a month and combines both Essentials editions with custom reporting, performance management, screen recording, workforce management and proactive outbound engagement. Other listed capabilities include workflow actions, human handoff, multilingual support, speech analytics, sentiment analysis, journey mapping, data export and team leaderboards. Integrations include ServiceNow, Zendesk, Freshdesk, Freshservice, Help Scout, Intercom and Kustomer. The platform has no free plan and runs on the web.