CCaaS Platform
A
Avaya
Enterprise contact center and communications — cloud, on-premise, and hybrid via Avaya Infinity
A 25-year-old enterprise comms giant rebuilding post-bankruptcy around Avaya Infinity. Strong install base; viability risk is real and buyer scrutiny is warranted.
Pricing
Contact sales for pricing
Avaya Infinity (formerly AXP) is enterprise-quoted; effective June 2025, Avaya enforces a 200-seat minimum on public cloud. On-prem tiers started at ~$119/user/mo; cloud tiers were $35–$125/user/mo before the rebrand. Contact sales for current Infinity pricing.
Per user/month Custom enterprise
Capabilities
| Capability | Avaya |
|---|---|
| Transcription | ✓ |
| Summarization | ✓ |
| Sentiment Analysis | ✓ |
| Real-Time Agent Assist | ✓ |
| Autonomous Voice Agent | ✓ |
| Virtual Agent (Chat) | ✓ |
| Conversation Intelligence | ✓ |
| Automated QA | ✓ |
| Intelligent Routing | ✓ |
| Predictive Dialer | ✗ |
| Voice Cloning | ✗ |
| Multilingual | ✓ |
| Coaching Workflows | ✓ |
| Workforce Management | ✓ |
Compliance & Security
Integrations
CRM
SalesforceMicrosoft Dynamics 365ServiceNow
Helpdesk
ServiceNow
AI Models
Microsoft CopilotLivePerson
Other
Calabrio WFMVerint WFOEpic SystemsMicrosoft Power BI
API documented
View integrations marketplace →
Reviews & Recognition
Analyst Recognition
- Gartner Magic Quadrant for Contact Center as a Service (2023) challenger →
Alternatives to Avaya
Frequently asked questions about Avaya
- What is Avaya?
- A 25-year-old enterprise comms giant rebuilding post-bankruptcy around Avaya Infinity. Strong install base; viability risk is real and buyer scrutiny is warranted.
- How much does Avaya cost?
- Avaya does not publish standard per-seat pricing — plans require a custom quote. Avaya Infinity (formerly AXP) is enterprise-quoted; effective June 2025, Avaya enforces a 200-seat minimum on public cloud. On-prem tiers started at ~$119/user/mo; cloud tiers were $35–$125/user/mo before the rebrand. Contact sales for current Infinity pricing.
- What security and compliance certifications does Avaya have?
- Avaya is compliant with HIPAA, PCI DSS, and ISO 27001. A Business Associate Agreement (BAA) is available for healthcare deployments.
- What channels does Avaya support?
- Avaya supports voice, email, web chat, SMS, and social DMs.
- What are the top alternatives to Avaya?
- Alternatives to Avaya include Genesys Cloud Cx, Five9, Talkdesk, Nice Cxone Mpower, and Cisco. See the alternatives section above for full profiles of each.