Avaya Experience Platform vs TCN Operator
Avaya Experience Platform
avaya.com
TCN Operator
tcn.comSide by side
| Figure | Avaya Experience Platform | TCN Operator |
|---|---|---|
| Price from | $48/mo | — |
| Free plan | — | — |
| Free trial | — | — |
| Open source | — | — |
| Web | Yes | Yes |
| API | Yes | Yes |
| Self-hosted | Yes | — |
| Plans published | 4 | 1 |
| Spec score · Call Center Software | 8.7 (#18) | 7.4 (#95) |
| Spec score · Call & Contact Center Software | 8.6 (#6) | 7.3 (#21) |
| 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. | TCN says it has native integrations with ServiceNow, Salesforce and Zendesk, and offers an open API for other platform integrations. |
| IVR builder | Yes | Yes |
| Outbound dialer | Yes | Yes |
| Support | Included support covers maintenance, incident tracking and resolution, and updates and upgrades. | TCN advertises 24/7 training and support at no cost, with a dedicated account management team. |
| Workforce management | Yes | Yes |
| Workforce tools | Avaya says Infinity works with Verint for workforce engagement and can integrate preferred WEM and WFM environments. | Workforce Engagement includes conversation monitoring and forecasts of staffing needs and call traffic. |
Plans
Avaya Experience Platform
- Digital$48 a month
- Voice$83 a month
- All Media$125 a month
- Avaya InfinityPriced 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.