Avaya Infinity™ injects modern technology including AI and intelligent orchestration into existing enterprise environments, connecting the channels, insights, technologies and workflows that together create customer and employee relationships. Avaya Infinity™ is designed so that organizations can become almost infinitely adaptable to evolving customer and market demands. The Avaya Infinity™ platform aims to enable large enterprises and public sector organizations to strengthen…
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RingCentral Contact Center
Score 8.1 out of 10
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RingCentral Contact Center is an AI-first contact center offers a set of cloud-based software plans with basic features including support for inbound and outbound call centers and IVR and ACD capabilities. Advanced features include analytics, real-time call reporting, workforce optimization analytics, and omni-channel integration with SMS, email, and social media platforms.
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Pricing
Avaya Infinity™
RingCentral Contact Center
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Avaya Infinity™
RingCentral Contact Center
Free Trial
No
No
Free/Freemium Version
No
No
Premium Consulting/Integration Services
No
No
Entry-level Setup Fee
Required
No setup fee
Additional Details
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More Pricing Information
Community Pulse
Avaya Infinity™
RingCentral Contact Center
Features
Avaya Infinity™
RingCentral Contact Center
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Avaya Infinity™
8.1
Ratings
2% below category average
RingCentral Contact Center
8.6
Ratings
4% above category average
Agent dashboard
8.10 Ratings
9.50 Ratings
Validate callers
8.60 Ratings
7.00 Ratings
Outbound response
5.90 Ratings
9.60 Ratings
Call forwarding
9.20 Ratings
9.70 Ratings
Click-to-call (CTC)
8.90 Ratings
9.60 Ratings
Warm transfer
8.90 Ratings
8.00 Ratings
Predictive dialing
5.60 Ratings
9.90 Ratings
Interactive voice response
9.60 Ratings
8.40 Ratings
REST APIs
7.90 Ratings
8.80 Ratings
Call scripts
6.60 Ratings
9.80 Ratings
Call tracking
8.90 Ratings
9.00 Ratings
Multichannel integration
9.60 Ratings
6.00 Ratings
CRM software integration
8.20 Ratings
6.30 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
The Avaya Infinity™ is well suited to allow remote working for call center agents. Staff can log in and work from anywhere using Chrome and their user credentials. The technical issues and lack of some features have caused some frustration for our staff and made it difficult to get buy-in for this product across all call center groups. This is difficult because a solution like this is intended to make their work more efficient as opposed to causing frustration.
I think RingCentral Contact Center could be well suited to any workplace. I think it does well in the reliability and ease of use departments, and that covers 90% of what you need from a phone system. The added modern integration benefits are the cherry on top! I'm not sure how the pricing model works, so maybe that would be the only limiting factor as far as scenarios where RingCentral Contact Center would not be as well suited.
What I like the most was it's very easy to understand.
Displays the phone number of the customer calling in on the screen.
It is very efficient at call centers since you can hear clearly without any interruptions or any static on the line.
It is definitely an indispensable tool if you want to have a communicative contact without failures.
The Avaya system is the best in the industry and there are many options available to meet your needs. The system is extremely easy to use and is used in various industries.
Reliability: Our previous service was prone to outages, RingCentral Contact Center has been rock solid as long as we've used it.
Integration: Our IT team was able to build a custom RingCentral Contact Center dashboard on our website for our salespeople to manage inbound/ outbound calling. From there we were able to send call data directly into activities in our ERP (Acumatica).
Ease of use: It works well whether in the office or WFH (which many employees do regularly.
I am really not the decision maker on this subject but given the cost of the investment in Avaya, I do not see the company not renewing the use of Avaya. The new licensing model no longer requires expensive upgrades to stay current with new features added to the system and really helps with the cost of investment.
We have no intention of renewing our contract with Ring Central. We have had multiple outages in the past 2 years. We have been without an account manager for the past 4 months and the resolution of open issues takes 2-3 months. We were being misbilled for cancelled services for almost 12 months. We are not satisfied with the quality, support, or price of the service
Avaya has versatility in calling, receiving, and configuring. Being able to have notion of location, exchange of messages. we could see supplier information and configure it to our liking. as it is practicality for configuration and manual handling. Interactive and easy to learn screen. Being able to generate call reports for analysis of service in others
RingCentral Contact Center is not just only an app or platform which allows the company to manage the telephone calls, messaging functions, social media and emails, but also allows advanced features like the possibility of easy integration with other industrial systems, and customer/call analysis functions as well. It also supports and included with AI technology as well into some extent.
I give it this rating because the support services of Avaya have proven to be reliable when needed. Great feedback for our queries has always been received from the support agents. 24/7 availability of support, which is very essential as our Call Center department also functions this way, therefore, the knowledge and technical support we require is always available to us.
Avaya Infinity™ has all of the bells and whistles as the other big competitors. What I like about Avaya Infinity™ is that they are ahead of the game in creating updates for compliance, and they are super supportive of hearing ideas about new tech. Class for Zoom does have some integration with Canvas and other LMS systems that allow for quizzes, etc., but Avaya Infinity™ could have it and I just don't know about it.
RingCentral Contact Center is the easiest to use and understand. Its interface is more accessible and visually appealing than Microsoft Teams. It has the social/enjoyable aspect with the integration of emojis and gifs, but not to the seemingly comical level of Slack.
Overall from a business objective standpoint, Avaya has to have had a positive impact on our Return on Investment. Its use in day-to-day operations has been beneficial to not only the company, but the business as well.
Using the Avaya soft phones supplies a business or company a way to limit expenditures on the hard phones by allowing the use of Avaya soft phones. The equipment is no longer needed, save for headsets to be used with the application itself.
Business objectives have to be just that, objectives. Economics begs for ways for a company to limit expenditures that may see little or no return. Avaya has tackled this issue and won!
With RingCentral Contact Center we were able to connect with our customers. The feature that allows the call to be sent to the first available rep ensured that this happened.
Also, my favorite feature is the call recording and transcription feature. This allowed me to get the customer's emails without asking them to repeat if I missed them the first time. Hence, happier customers and more meetings.
RingCentral Contact Center also made it very easy to set up a mailbox for customers to leave messages and reassure them that they've connected with the right person.
