Contact Center Comparisons

Dialpad vs Avaya

There are a number of factors you’ll want to consider when choosing your contact center solutions. Comparing each vendor can be time-consuming and confusing, but the platform you choose can empower your agents to provide customers with excellent service and keep satisfaction high. We’ve helped simplify the process by creating some quick guides on different contact center software providers. Here’s an overview of how Dialpad compares to Avaya.

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Dialpad and Avaya both offer hosted contact center solutions, but have very different models. Avaya initially offered on-premise contact center solutions before moving to the cloud, whereas Dialpad was created and offered as a cloud-based hosted solution for contact centers and unified communications. While they offer many similar features, there are some key differences between the two that set them apart.

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Easy Deployment

Getting started with Dialpad is as easy as downloading the application and logging in with your email. You can deploy Dialpad across your desktop and mobile devices in minutes to save time and keep your IT department freed up for other things.

Avaya Contact Center is accessed through the cloud over a web browser. As it is enterprise-focused, the sales process is often lengthy, and support teams are required to get started.

Unified Communications

Dialpad combines unified communications (including calling, messaging, and email), collaboration, and video conferencing capabilities with the contact center platform, for a full suite solution. Additional channels are supported through seamless integration with Salesforce or Zendesk.

Avaya Contact Center is a stand-alone Contact Center as a Service (CCaaS) solution that integrates voice, chat, email, text, social, and self-service options, but is not a full UC solution.

Unified Controls

Common call controls are available from a single place, using an intuitive application. Any employee can transition to being a contact center agent while still using the same controls and UI they’re already familiar with.

Avaya uses a unified desktop across voice and digital channels.

Integrations

Dialpad integrates with CRM and service platforms such as Salesforce and Zendesk, allowing agents to access customer history on every call. Dialpad also integrates with platforms like G Suite, Office 365, Slack, and more.

Avaya integrates with several CRM solutions such as Salesforce, SuiteCRM, and SugarCRM.

Scalability

Dialpad can quickly scale to add new agents in just minutes, as needed—thanks to being hosted in the cloud.

As a hosted cloud service, Avaya Contact Center is designed to be flexible, and scalable.

AI Support

Dialpad uses AI-powered Voice Intelligence (Vi) to automatically transcribe calls and analyze them for sentiments, questions, and more. Vi also takes notes, provides insights, and highlights action items after each call via an automatic call summary.

Avaya does not offer anything identical to Dialpad’s Voice Intelligence, but does use AI to pair callers with the employees suited to address their issues, as well as provides automatic recording. Avaya also provides speech-to-text transcriptions, but they are less accurate than Dialpad’s.

Call Center Analytics

Dialpad offers real-time metrics to highlight key information, such as average speed to answer, agent availability, your contact center’s busiest times, and team productivity. All information is organized using a clean and easy-to-understand analytics dashboard.

Avaya provides a complete view of the customer journey to help anticipate their needs and provides reporting fueled by desktop and process analytics.

Customer Insights

Dialpad’s Vi provides insights into customer sentiment in real-time during the call. Your agents will receive real-time guidance based on customer spoken keywords to help provide answers and ensure every customer call ends with their satisfaction.

Avaya uses AI-powered insights to direct customers to the agents best suited for their calls.

Real-Time Coaching

Dialpad provides real-time conversational assistance through speech analysis, helpful pop-up reminders, and customer assistance cards that provide coaching and information during the call, not after.

Avaya uses quality management and advanced scoreboards to track and improve performances, but no real time prompts.

Multiple Channel Interaction

Dialpad lets contact centers connect all the channels their teams use for customer support - voice calling, video conferencing, messaging, and more. Additional channels are supported through seamless integration with Salesforce or Zendesk.

Avaya lets agents and customers stay connected across voice, text, email, chat, social, web, and self-service options.

Security

Dialpad is SOC2 Type II compliant, GDPR compliant, Privacy Shield compliant, is a member of the Cloud Security Alliance, and is HIPAA compliant. The platform is fully encrypted to protect data in transit and at rest.

Avaya is designed with the U.S. government security requirements in mind and is compliant with FedRAMP, NIST, and FISMA requirements.

Unified Communications

Dialpad offers a unified communications platform that combines voice, video, messaging and more with a Contact Center as a Service (CCaaS) solution. This brings high-quality communications features to the contact center, complete with all the ease of use and features of a UC solution for an even smoother, more efficient contact center experience.

AI, Insights, and Real-Time Coaching

Dialpad offers AI-powered Voice Intelligence (Vi), providing real-time transcriptions, analysis, and insights into every call. Vi offers coaching during the call, including tips for contact center agents and information pertinent to the caller’s questions. Contact center managers can set up Real-Time Assist cards to help with training and ensure agents have the information they need, when they need it. After the call, Vi provides transcriptions with action items highlighted and information sorted. Vi empowers businesses and employees to be more productive, focused, and organized with every call.

Unified Interface

How much time do your employees spend switching between disparate systems? Using multiple systems to handle calls, messaging, video conferences, and so forth can get confusing and unwieldy. A single, unified interface that encompasses all your contact center’s communications can improve productivity and eliminate sources of confusion, while reducing costs that would otherwise go towards multiple systems. Your contact center tools will all be available in one place, with familiar and easy-to-understand controls that make communication easy and efficient.

Predictable Pricing

Dialpad provides much lower TCO (total cost of ownership) from unified Inbound and Outbound customer engagement and telephony — all in an AI-powered application to handle your business communications, calling queues, and coaching.

Dialpad dramatically reduces your IT and admin costs, with cloud deployment and self-configuration in minutes, enabling anywhere access, AI, and team coaching for agents and supervisors, even on mobile apps.

Dialpad offers predictable pricing based on how many agents you have. There are no other hidden fees - everything is included, such as AI and recording. This helps companies of all sizes scale to the size they need while staying within their budget, with no surprises. Avaya offers Voice and Digital plans, with add-ons charged per month or minute.

Learn more about Dialpad’s contact center system.