Avaya Experience Platform vs Zammad
Avaya Experience Platform
avaya.comZammad
zammad.comSide by side
| Figure | Avaya Experience Platform | Zammad |
|---|---|---|
| Price from | $48/mo | €9/mo |
| Free plan | — | — |
| Free trial | — | Yes |
| Open source | — | Yes |
| Web | Yes | Yes |
| Windows | — | Yes |
| macOS | — | Yes |
| Linux | — | Yes |
| API | Yes | Yes |
| Self-hosted | Yes | Yes |
| Plans published | 4 | 6 |
| Spec score · Customer Service - Enterprise Software | 8.7 (#5) | 8.5 (#7) |
| Integrations | Avaya lists Salesforce, Microsoft Dynamics 365, ServiceNow, Zendesk, Microsoft Teams, and Verint WEM among its ecosystem connections. | Zammad provides a REST API and lists integrations including LDAP, Sipgate, Placetel, Checkmk, Monit, and Nagios. |
| Purpose | Avaya Infinity connects systems, data, AI, and workflows so enterprises can orchestrate customer interactions and actions. | Zammad is a central support platform for customer service, IT support, and internal operations. |
| Security controls | Avaya lists role-based access control, audit trails, retention controls, bring-your-own-key, and enterprise-defined policies and permissions. | Hosted plans state German data centers, SSL encryption, device management, two-factor authentication and ISO 27001-certified facilities. |
| Support | Included support covers maintenance, incident tracking and resolution, and updates and upgrades. | The hosted Starter and Professional plans list email support, while Plus lists phone support, all with 8x5 CET coverage. |
Plans
Avaya Experience Platform
- Digital$48 a month
- Voice$83 a month
- All Media$125 a month
- Avaya InfinityPriced on request
Zammad
- Starter v2€9 a month
- Professional v2€18 a month
- Plus v2€27 a month
- Business€2,999 a year
- Enterprise€5,999 a year
- Corporation€9,999 a year
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.
Zammad
Zammad is a support platform for customer service, IT support, and internal operations. Teams can handle requests from multiple channels, assign and prioritize tickets, and add internal notes. Templates, bulk actions, and automation are available to cut down on repetitive support tasks, and the product includes a knowledge base. Its web app supports more than 40 languages. Hosted plans start at €7 a month (billed Annually): Starter v2 supports up to 5 agents, Professional v2 up to 35, and Plus v2 has no agent limit. Their listed channels and storage allowances vary by plan. A free plan and a 30-day trial are listed. Zammad also has a self-hosted version for customer servers, where the customer handles updates, backups, and availability. Listed platforms include API, Linux, self-hosted, and web. The product provides a REST API and lists integrations such as LDAP, Sipgate, Checkmk, and Nagios. Zammad 7.0 includes AI agents, ticket summaries, and a writing assistant; optional AI features cost €0.03 per AI call.