# Avaya Experience Platform vs Freshdesk Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Freshdesk excels in managing client support tickets, with users appreciating its ability to organize tickets with updated statuses, making it easier to track and resolve issues efficiently. In contrast, while Avaya Experience Platform is noted for its **ease of use** , some users feel it lacks the same level of ticket management sophistication.
- **Users say** Freshdesk offers robust automation features, such as ticket flow configuration and the ability to automatically create tickets for user-reported issues. This level of automation is a significant advantage for teams looking to streamline their support processes, whereas Avaya's offerings, while flexible, may not provide the same depth in automation.
- **Reviewers mention** that Freshdesk's implementation process is quick and intuitive, with many highlighting the onboarding wizard as a helpful tool. On the other hand, Avaya Experience Platform has received feedback indicating that its setup can be more challenging, which may lead to longer onboarding times for new users.
- **According to verified reviews** , Freshdesk scores higher in overall user satisfaction, with a strong emphasis on its quality of support. Users have praised the platform for its responsive customer service, while Avaya's support, although competent, has received slightly lower ratings, indicating room for improvement.
- **G2 reviewers highlight** that Freshdesk is particularly well-suited for small businesses, with nearly half of its reviews coming from this segment. This focus allows it to cater effectively to the unique needs of smaller teams, whereas Avaya Experience Platform is more geared towards enterprise-level solutions, which may not align with the needs of smaller organizations.
- **Users note** that while Avaya Experience Platform offers robust features and flexibility, it is often seen as a late entrant in the CCAAS market. This perception may affect its competitive edge against established players like Freshdesk, which has a more extensive user base and a proven track record in customer support solutions.



| | Avaya Experience Platform | Freshdesk | 
|---|---|---|
| **Star Rating** | 4.1 out of 5 | 4.4 out of 5 | 
| **Total Reviews** | 181 | 3,747 | 
| **Largest Market Segment** | Enterprise (52.6% of reviews) | Small-Business (48.7% of reviews) | 
| **Entry Level Price** | No pricing available | $19.00 1 User per month billed annually Per Month | 

---
## Top Pros & Cons

### Avaya Experience Platform

Pros:
- Calling Features (2 reviews)
- Analytics (1 reviews)

Cons:
- Complexity (1 reviews)
- Customization Difficulty (1 reviews)

### Freshdesk

Pros:
- Ease of Use (223 reviews)
- Features (158 reviews)

Cons:
- Missing Features (69 reviews)
- Limited Features (62 reviews)

---
## Ratings Comparison
| Rating | Avaya Experience Platform | Freshdesk | 
|---|---|---|
  | **Meets Requirements** | 8.6 (132 reviews) | 8.6 (3279 reviews) | 
  | **Ease of Use** | 8.4 (131 reviews) | 8.9 (3303 reviews) | 
  | **Ease of Setup** | 7.5 (34 reviews) | 8.6 (2359 reviews) | 
  | **Ease of Admin** | 7.8 (33 reviews) | 8.7 (2199 reviews) | 
  | **Quality of Support** | 8.2 (118 reviews) | 8.7 (3178 reviews) | 
  | **Has the product been a good partner in doing business?** | 7.9 (32 reviews) | 8.8 (2122 reviews) | 
  | **Product Direction (% positive)** | 7.1 (129 reviews) | 8.8 (3248 reviews) | 

---
## Pricing

### Avaya Experience Platform

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

### Freshdesk

#### Entry-Level Pricing

Plan: Freshdesk Email and Ticketing  (Growth)

Price: $19.00 1 User per month billed annually Per Month

Description: Omnichannel engagement, AI agents, and robust ticketing across web, SMS, messaging and email

Key Features:
- Automations 
- Help Desk and Ticketing: Ticketing, Shared inbox, Threads and tasks, Customer portal
- Analytics: OOB analytics and standard reports

[Browse all 6 editions](https://www.g2.com/products/freshdesk/pricing)

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Avaya Experience Platform** | N/A | N/A |
| **Freshdesk** | 8.2/10 | 2590 |

#### Ticket and Case Management

| Feature | Avaya Experience Platform | Freshdesk | 
|---|---|---|
| **Ticket creation user experience** | Not enough data | 8.9 (2251 reviews) ✓ Verified | 
| **Ticket response user experience** | Not enough data | 8.8 (2264 reviews) ✓ Verified | 
| **Workflow** | Not enough data | 8.5 (2192 reviews) ✓ Verified | 
| **Response Automation** | Not enough data | 8.5 (2068 reviews) ✓ Verified | 
| **SLA Management** | Not enough data | 8.3 (1810 reviews) ✓ Verified | 
| **Attachments/Screencasts** | Not enough data | 8.5 (2094 reviews) ✓ Verified | 
| **Ticket Collaboration** | Not enough data | 8.7 (2027 reviews) ✓ Verified | 
| **Customer and Contacts Database** | Not enough data | 8.3 (1378 reviews) ✓ Verified | 

#### Generative AI

| Feature | Avaya Experience Platform | Freshdesk | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.3 (331 reviews) | 
| **AI Text Summarization** | Not enough data | 7.4 (325 reviews) | 

#### Agentic AI - Help Desk

| Feature | Avaya Experience Platform | Freshdesk | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 7.2 (58 reviews) | 
| **Natural Language Interaction** | Not enough data | 6.9 (57 reviews) | 
| **Proactive Assistance** | Not enough data | 7.2 (56 reviews) | 

#### Communication Channels

| Feature | Avaya Experience Platform | Freshdesk | 
|---|---|---|
| **Customer Portal** | Not enough data | 8.6 (1926 reviews) ✓ Verified | 
| **Email to Case** | Not enough data | 8.9 (2090 reviews) ✓ Verified | 
| **Chat/Live Support** | Not enough data | 8.4 (1316 reviews) ✓ Verified | 
| **Social Integration** | Not enough data | 8.0 (1191 reviews) ✓ Verified | 
| **Voice** | Not enough data | 7.9 (937 reviews) ✓ Verified | 

#### Platform

| Feature | Avaya Experience Platform | Freshdesk | 
|---|---|---|
| **Mobile User Support** | Not enough data | 8.1 (1161 reviews) ✓ Verified | 
| **Customization ** | Not enough data | 8.1 (1662 reviews) ✓ Verified | 
| **User, Role, and Access Management** | Not enough data | 8.6 (1550 reviews) ✓ Verified | 
| **Integration** | Not enough data | 8.3 (1156 reviews) ✓ Verified | 
| **Reporting** | Not enough data | 8.0 (1881 reviews) ✓ Verified | 
| **Dashboards** | Not enough data | 8.3 (1967 reviews) ✓ Verified | 

### Customer Communications Management

| Product | Score | Reviews |
|---|---|---|
| **Avaya Experience Platform** | N/A | N/A |
| **Freshdesk** | 8.0/10 | 404 |

#### Channels

| Feature | Avaya Experience Platform | Freshdesk | 
|---|---|---|
| **Multi-Channel Coverage** | Not enough data | 8.4 (358 reviews) | 
| **Open Listening** | Not enough data | 8.0 (334 reviews) | 
| **Physical Media** | Not enough data | 7.5 (324 reviews) | 

#### Design

| Feature | Avaya Experience Platform | Freshdesk | 
|---|---|---|
| **Communications Strategy Development** | Not enough data | 8.2 (331 reviews) | 
| **Create Content** | Not enough data | 7.8 (335 reviews) | 
| **Personalization** | Not enough data | 8.3 (356 reviews) | 
| **Inbound Identification** | Not enough data | 8.3 (344 reviews) | 
| **Regulatory Compliance** | Not enough data | 8.4 (332 reviews) | 

#### Generative AI

| Feature | Avaya Experience Platform | Freshdesk | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.7 (263 reviews) | 
| **AI Text Summarization** | Not enough data | 7.7 (264 reviews) | 

### Complaint Management

| Product | Score | Reviews |
|---|---|---|
| **Avaya Experience Platform** | N/A | N/A |
| **Freshdesk** | 8.4/10 | 293 |

#### Usability

| Feature | Avaya Experience Platform | Freshdesk | 
|---|---|---|
| **All-Employee Access** | Not enough data | 8.7 (263 reviews) | 
| **Supporting Documents** | Not enough data | 8.7 (259 reviews) | 
| **Two-Way Communication** | Not enough data | 8.8 (251 reviews) | 

#### Reporting

| Feature | Avaya Experience Platform | Freshdesk | 
|---|---|---|
| **Priority Case Alerts** | Not enough data | 8.6 (245 reviews) | 
| **Trend Analysis** | Not enough data | 8.5 (241 reviews) | 
| **Performance Monitoring** | Not enough data | 8.6 (253 reviews) | 

#### Generative AI

| Feature | Avaya Experience Platform | Freshdesk | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.5 (178 reviews) | 
| **AI Text Summarization** | Not enough data | 7.5 (178 reviews) | 

### Shared Inbox

| Product | Score | Reviews |
|---|---|---|
| **Avaya Experience Platform** | N/A | N/A |
| **Freshdesk** | 8.3/10 | 269 |

#### Productivity Tools

| Feature | Avaya Experience Platform | Freshdesk | 
|---|---|---|
| **Notes** | Not enough data | 8.9 (237 reviews) | 
| **Internal Discussion** | Not enough data | 8.7 (222 reviews) | 
| **Assignments and Tasks** | Not enough data | 8.6 (225 reviews) | 
| **Workflows** | Not enough data | 8.7 (229 reviews) | 
| **Templates** | Not enough data | 8.7 (232 reviews) | 
| **Integrations** | Not enough data | 8.3 (209 reviews) | 
| **Tagging System** | Not enough data | 8.7 (227 reviews) | 

#### Analytics

| Feature | Avaya Experience Platform | Freshdesk | 
|---|---|---|
| **Trends** | Not enough data | 8.3 (204 reviews) | 
| **Performance Tracking** | Not enough data | 8.5 (214 reviews) | 
| **Email Tracking** | Not enough data | 8.6 (212 reviews) | 

#### Agentic AI - Shared Inbox

| Feature | Avaya Experience Platform | Freshdesk | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 6.9 (12 reviews) | 
| **Decision Making** | Not enough data | 7.1 (14 reviews) | 

### Contact Center

| Product | Score | Reviews |
|---|---|---|
| **Avaya Experience Platform** | 8.6/10 | 46 |
| **Freshdesk** | N/A | N/A |

#### Channels

| Feature | Avaya Experience Platform | Freshdesk | 
|---|---|---|
| **Voice** | 9.3 (15 reviews) ✓ Verified | Not enough data | 
| **Social** | 8.9 (11 reviews) | Not enough data | 
| **Web Chat** | 8.1 (15 reviews) ✓ Verified | Not enough data | 
| **Mobile SMS** | 7.7 (10 reviews) | Not enough data | 
| **Email** | 8.2 (14 reviews) ✓ Verified | Not enough data | 

#### Generative AI

| Feature | Avaya Experience Platform | Freshdesk | 
|---|---|---|
| **AI Text-to-Speech** | Not enough data | Not enough data | 

#### Functions

| Feature | Avaya Experience Platform | Freshdesk | 
|---|---|---|
| **Session Routing** | 8.6 (34 reviews) ✓ Verified | Not enough data | 
| **Session Queuing** | 8.9 (34 reviews) | Not enough data | 
| **Concurrent Calling** | 8.9 (31 reviews) ✓ Verified | Not enough data | 
| **Speech Analytics** | 8.8 (15 reviews) ✓ Verified | Not enough data | 
| **Auto Dialer** | 8.1 (16 reviews) | Not enough data | 
| **IVR** | 8.9 (14 reviews) ✓ Verified | Not enough data | 
| **Inbound Screen Pop** | 8.9 (14 reviews) ✓ Verified | Not enough data | 
| **Persistent Data** | 9.3 (14 reviews) ✓ Verified | Not enough data | 

#### Agentic AI - Contact Center

| Feature | Avaya Experience Platform | Freshdesk | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 

#### Administrative

| Feature | Avaya Experience Platform | Freshdesk | 
|---|---|---|
| **Session Summary Notes** | 8.3 (27 reviews) ✓ Verified | Not enough data | 
| **Administrator Access** | 8.7 (27 reviews) ✓ Verified | Not enough data | 
| **Reporting & Dashboards** | 8.6 (31 reviews) ✓ Verified | Not enough data | 
| **Session Recording** | 8.6 (12 reviews) ✓ Verified | Not enough data | 
| **Agent Scheduling and Assignment** | 8.8 (13 reviews) ✓ Verified | Not enough data | 

### Contact Center Workforce

| Product | Score | Reviews |
|---|---|---|
| **Avaya Experience Platform** | 7.9/10 | 5 |
| **Freshdesk** | N/A | N/A |

#### Workforce Management

| Feature | Avaya Experience Platform | Freshdesk | 
|---|---|---|
| **Agent Availability** | 7.7 (5 reviews) ✓ Verified | Not enough data | 
| **Skills Management** | 7.3 (5 reviews) ✓ Verified | Not enough data | 
| **Shift Scheduling** | Not enough data | Not enough data | 
| **Agent Self-Service** | 9.3 (5 reviews) ✓ Verified | Not enough data | 
| **Mobile Access** | Not enough data | Not enough data | 

#### Administration

| Feature | Avaya Experience Platform | Freshdesk | 
|---|---|---|
| **Automation** | Not enough data | Not enough data | 
| **Performance Analysis** | 7.3 (5 reviews) ✓ Verified | Not enough data | 
| **Dashboards** | 7.3 (5 reviews) ✓ Verified | Not enough data | 
| **Forecasting** | Not enough data | Not enough data | 
| **Intraday Management** | 8.7 (5 reviews) ✓ Verified | Not enough data | 

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **Avaya Experience Platform** | N/A | N/A |
| **Freshdesk** | 8.1/10 | 500 |

#### Conversational Platform

| Feature | Avaya Experience Platform | Freshdesk | 
|---|---|---|
| **Personalization** | Not enough data | 8.3 (432 reviews) | 
| **Omnichannel** | Not enough data | 8.3 (378 reviews) | 
| **Contextual Engagement** | Not enough data | 8.3 (371 reviews) | 
| **Proactive Engagement** | Not enough data | 8.4 (307 reviews) | 

#### Support Automation

| Feature | Avaya Experience Platform | Freshdesk | 
|---|---|---|
| **Intelligent Routing** | Not enough data | 8.4 (388 reviews) | 
| **Seamless Escalation** | Not enough data | 8.4 (408 reviews) | 
| **Transcripts** | Not enough data | 8.3 (373 reviews) | 
| **Self-Serve Support** | Not enough data | 8.2 (314 reviews) | 

#### Generative AI

| Feature | Avaya Experience Platform | Freshdesk | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.4 (207 reviews) | 
| **AI Text Summarization** | Not enough data | 7.4 (203 reviews) | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Avaya Experience Platform** | N/A | N/A |
| **Freshdesk** | 8.4/10 | 1886 |

#### Generative AI

| Feature | Avaya Experience Platform | Freshdesk | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.8 (116 reviews) | 
| **AI Text Summarization** | Not enough data | 7.9 (114 reviews) | 
| **AI Text-to-Speech** | Not enough data | 7.6 (113 reviews) | 

#### Communication

| Feature | Avaya Experience Platform | Freshdesk | 
|---|---|---|
| **Pop-up Chat** | Not enough data | 8.8 (583 reviews) ✓ Verified | 
| **Notifications** | Not enough data | 8.7 (601 reviews) ✓ Verified | 
| **Targeted Emails** | Not enough data | 8.7 (494 reviews) ✓ Verified | 
| **In-App Messaging** | Not enough data | 8.5 (199 reviews) | 
| **Co-Browsing** | Not enough data | 8.2 (202 reviews) | 

####  Internal Use

| Feature | Avaya Experience Platform | Freshdesk | 
|---|---|---|
| **Customization ** | Not enough data | 8.1 (1662 reviews) ✓ Verified | 
| **Conversation Archiving** | Not enough data | 8.6 (203 reviews) | 
| **Lead Development** | Not enough data | 8.2 (186 reviews) | 
| **Knowledge Base** | Not enough data | 8.8 (558 reviews) ✓ Verified | 
| **Team Inbox ** | Not enough data | 8.8 (519 reviews) ✓ Verified | 
| **Customer Profiles** | Not enough data | 8.6 (547 reviews) ✓ Verified | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Avaya Experience Platform** | N/A | N/A |
| **Freshdesk** | 8.1/10 | 1122 |

#### Generative AI

| Feature | Avaya Experience Platform | Freshdesk | 
|---|---|---|
| **AI Text Summarization** | Not enough data | 7.9 (139 reviews) | 

#### Self-Service Experience

| Feature | Avaya Experience Platform | Freshdesk | 
|---|---|---|
| **Knowledge Base** | Not enough data | 8.7 (959 reviews) | 
| **Searchable Articles** | Not enough data | 8.6 (911 reviews) | 
| **Community Forums** | Not enough data | 8.3 (682 reviews) | 
| **Mobile Optimization** | Not enough data | 8.2 (238 reviews) | 
| **Personalization** | Not enough data | 8.4 (255 reviews) | 

#### Self-Service Platform

| Feature | Avaya Experience Platform | Freshdesk | 
|---|---|---|
| **Branding** | Not enough data | 8.5 (253 reviews) | 
| **Automation** | Not enough data | 8.6 (260 reviews) | 
| **Artificial Intelligence** | Not enough data | 8.0 (220 reviews) | 
| **Integrations** | Not enough data | 8.4 (237 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | Avaya Experience Platform | Freshdesk | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 7.7 (16 reviews) | 
| **Multi-step Planning** | Not enough data | 7.7 (15 reviews) | 
| **Cross-system Integration** | Not enough data | 7.9 (16 reviews) | 
| **Adaptive Learning** | Not enough data | 7.7 (17 reviews) | 
| **Natural Language Interaction** | Not enough data | 7.6 (17 reviews) | 
| **Proactive Assistance** | Not enough data | 7.6 (16 reviews) | 
| **Decision Making** | Not enough data | 7.8 (16 reviews) | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **Avaya Experience Platform** | N/A | N/A |
| **Freshdesk** | 8.7/10 | 532 |

#### Generative AI

| Feature | Avaya Experience Platform | Freshdesk | 
|---|---|---|
| **AI Text Generation** | Not enough data | 8.2 (79 reviews) | 
| **AI Text Summarization** | Not enough data | 8.0 (79 reviews) | 

#### Process

| Feature | Avaya Experience Platform | Freshdesk | 
|---|---|---|
| **Mentions** | Not enough data | 8.6 (163 reviews) | 
| **Tickets** | Not enough data | 9.3 (485 reviews) | 
| **Macros** | Not enough data | 8.6 (372 reviews) | 

#### Channels

| Feature | Avaya Experience Platform | Freshdesk | 
|---|---|---|
| **Email** | Not enough data | 9.2 (480 reviews) | 
| **Social** | Not enough data | 8.7 (416 reviews) | 
| **Live Chat** | Not enough data | 8.8 (377 reviews) | 
| **Phone** | Not enough data | 8.5 (341 reviews) | 
| **Text** | Not enough data | 8.3 (59 reviews) | 

#### Insight

| Feature | Avaya Experience Platform | Freshdesk | 
|---|---|---|
| **Surveys** | Not enough data | 8.6 (383 reviews) | 
| **Reporting** | Not enough data | 8.7 (170 reviews) | 
| **Visitor Activity** | Not enough data | 8.6 (374 reviews) | 
| **Help Desk** | Not enough data | 9.1 (446 reviews) | 

### Speech Analytics

| Product | Score | Reviews |
|---|---|---|
| **Avaya Experience Platform** | N/A | N/A |
| **Freshdesk** | N/A | N/A |

#### Generative AI

| Feature | Avaya Experience Platform | Freshdesk | 
|---|---|---|
| **AI Text Summarization** | Not enough data | Not enough data | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Avaya Experience Platform** | N/A | N/A |
| **Freshdesk** | 7.7/10 | 91 |

#### Generative AI

| Feature | Avaya Experience Platform | Freshdesk | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.8 (87 reviews) | 
| **AI Text Summarization** | Not enough data | 7.7 (85 reviews) | 

### AI Customer Support Agents

| Product | Score | Reviews |
|---|---|---|
| **Avaya Experience Platform** | N/A | N/A |
| **Freshdesk** | 8.4/10 | 14 |

#### Customer Query Resolution - AI Customer Support Agents

| Feature | Avaya Experience Platform | Freshdesk | 
|---|---|---|
| **Automated Ticket Resolution** | Not enough data | 8.9 (9 reviews) | 
| **Contextual Response Generation** | Not enough data | 8.5 (9 reviews) | 
| **Sentiment Analysis** | Not enough data | 8.3 (9 reviews) | 
| **Knowledge Base Utilization** | Not enough data | 8.5 (9 reviews) | 
| **Multilingual Support** | Not enough data | 8.0 (9 reviews) | 

#### Customer Interaction Automation - AI Customer Support Agents

| Feature | Avaya Experience Platform | Freshdesk | 
|---|---|---|
| **Proactive Customer Outreach** | Not enough data | 8.0 (9 reviews) | 
| **Feedback Collection** | Not enough data | 8.7 (10 reviews) | 
| **Escalation Handling** | Not enough data | 8.7 (10 reviews) | 
| **Workflow Optimization** | Not enough data | 8.5 (10 reviews) | 

#### Automation

| Feature | Avaya Experience Platform | Freshdesk | 
|---|---|---|
| **Customer Interaction Automation** | Not enough data | 9.3 (9 reviews) | 
| **Feedback Collection** | Not enough data | 8.7 (9 reviews) | 
| **Document Processing** | Not enough data | 9.1 (9 reviews) | 

#### Autonomy

| Feature | Avaya Experience Platform | Freshdesk | 
|---|---|---|
| **Independent Decision Making** | Not enough data | 6.9 (9 reviews) | 
| **Adaptive Responses** | Not enough data | 8.3 (9 reviews) | 
| **Task Execution** | Not enough data | 8.3 (9 reviews) | 
| **Problem Solving** | Not enough data | 8.0 (9 reviews) | 

### AI Agents

| Product | Score | Reviews |
|---|---|---|
| **Avaya Experience Platform** | N/A | N/A |
| **Freshdesk** | N/A | N/A |

#### Agentic AI - AI Agents

| Feature | Avaya Experience Platform | Freshdesk | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (1):** [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service)

**Unique to Avaya Experience Platform (3):** [Contact Center Workforce Software](https://www.g2.com/categories/contact-center-workforce), [Contact Center Software](https://www.g2.com/categories/contact-center), [Speech Analytics Software](https://www.g2.com/categories/speech-analytics)

**Unique to Freshdesk (9):** [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents), [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms), [Help Desk Software](https://www.g2.com/categories/help-desk), [Conversational Support Software](https://www.g2.com/categories/conversational-support), [Shared Inbox Software](https://www.g2.com/categories/shared-inbox), [Complaint Management Software](https://www.g2.com/categories/complaint-management), [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [Live Chat Software](https://www.g2.com/categories/live-chat)


---
## Reviewer Demographics

### By Company Size

| Segment | Avaya Experience Platform | Freshdesk | 
|---|---|---|
| **Small-Business** | 13.8% | 48.7% | 
| **Mid-Market** | 33.6% | 39.7% | 
| **Enterprise** | 52.6% | 11.7% | 

### By Industry

#### Avaya Experience Platform

- **Telecommunications:** 14.5%
- **Consumer Services:** 10.5%
- **Information Technology and Services:** 10.5%
- **Insurance:** 9.9%
- **Hospital & Health Care:** 4.6%
- **Financial Services:** 4.6%
- **Internet:** 2.6%
- **Entertainment:** 2.6%
- **Retail:** 2.0%
- **Banking:** 2.0%
- **Other:** 36.2%

#### Freshdesk

- **Information Technology and Services:** 17.1%
- **Computer Software:** 12.8%
- **Financial Services:** 4.1%
- **Internet:** 4.0%
- **Education Management:** 3.8%
- **Retail:** 3.2%
- **Marketing and Advertising:** 3.1%
- **Consumer Services:** 3.0%
- **Telecommunications:** 2.3%
- **E-Learning:** 2.1%
- **Other:** 44.6%

---
## Alternatives

### Alternatives to Avaya Experience Platform

- [NiCE CXone](https://www.g2.com/products/nice-cxone/reviews) — 4.3/5 stars (1730 reviews)
- [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2504 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1547 reviews)
- [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) — 4.1/5 stars (611 reviews)
- [Amazon Connect](https://www.g2.com/products/amazon-connect/reviews) — 4.4/5 stars (86 reviews)
- [3CX](https://www.g2.com/products/3cx/reviews) — 4.4/5 stars (546 reviews)
- [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) — 4.3/5 stars (737 reviews)
- [Aircall](https://www.g2.com/products/aircall/reviews) — 4.4/5 stars (1584 reviews)
- [Ozonetel](https://www.g2.com/products/ozonetel/reviews) — 4.6/5 stars (625 reviews)
- [8x8 Contact Center](https://www.g2.com/products/8x8-contact-center/reviews) — 4.1/5 stars (254 reviews)

### Alternatives to Freshdesk

- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2466 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6943 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3854 reviews)
- [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1539 reviews)
- [Hiver](https://www.g2.com/products/hiver/reviews) — 4.6/5 stars (1283 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7611 reviews)
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7331 reviews)
- [Tidio](https://www.g2.com/products/tidio/reviews) — 4.6/5 stars (1905 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2914 reviews)
- [Gladly](https://www.g2.com/products/gladly/reviews) — 4.7/5 stars (1111 reviews)

---
## Top Discussions

### Avaya Experience Platform

No discussions available for this product.

### Freshdesk

- Title: [What is Freshdesk used for?](https://www.g2.com/discussions/what-is-freshdesk-used-for) — 4 comments, 1 upvote
  > **Top comment:** "It is a helpdesk platform."
- Title: [Is freshdesk a CRM?](https://www.g2.com/discussions/is-freshdesk-a-crm) — 3 comments
  > **Top comment:** "yes"
- Title: [What is the use of freshdesk?](https://www.g2.com/discussions/what-is-the-use-of-freshdesk) — 3 comments, 1 upvote
  > **Top comment:** "Freshdesk is a Helpdesk web based Software as a Service product.  It has many features which include helpdesk, chat, service desk, etc."
- Title: [Can we expect Instagram integration in Freshdesk soon ?](https://www.g2.com/discussions/31784-can-we-expect-instagram-integration-in-freshdesk-soon) — 2 comments, 1 upvote
  > **Top comment:** "Please check support answer to similar questions:

https://support.freshdesk.com/support/discussions/topics/308279"
- Title: [How can Integrate FreashDesk with Zoho Books](https://www.g2.com/discussions/how-can-integrate-freashdesk-with-zoho-books) — 2 comments, 1 upvote
  > **Top comment:** "You can use Zapier to connect the systems.
For example, create a Zap that is triggered by a ticket update in Freshdesk. When the ticket is 'closed' to then..."

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/avaya-experience-platform-vs-freshdesk)