# Avaya Contact Center vs Freshcaller Comparison | | Avaya Contact Center | Freshcaller | |---|---|---| | **Star Rating** | 4.1 out of 5 | 4.1 out of 5 | | **Total Reviews** | 181 | 132 | | **Largest Market Segment** | Enterprise (52.6% of reviews) | Small-Business (71.2% of reviews) | | **Entry Level Price** | No pricing available | $39/user/month, billed annually/user | --- ## Top Pros & Cons ### Avaya Contact Center Pros: - Calling Features (2 reviews) - Analytics (1 reviews) Cons: - Complexity (1 reviews) - Customization Difficulty (1 reviews) ### Freshcaller Pros: - Ease of Use (2 reviews) - Automation (1 reviews) Cons: - Lack of Features (2 reviews) - Contact Management (1 reviews) --- ## Ratings Comparison | Rating | Avaya Contact Center | Freshcaller | |---|---|---| | **Meets Requirements** | 8.6 (132 reviews) | 8.4 (106 reviews) | | **Ease of Use** | 8.4 (131 reviews) | 8.6 (105 reviews) | | **Ease of Setup** | 7.5 (34 reviews) | 8.4 (60 reviews) | | **Ease of Admin** | 7.8 (33 reviews) | 8.4 (60 reviews) | | **Quality of Support** | 8.2 (118 reviews) | 8.5 (101 reviews) | | **Has the product been a good partner in doing business?** | 7.9 (32 reviews) | 8.4 (58 reviews) | | **Product Direction (% positive)** | 7.1 (129 reviews) | 8.5 (104 reviews) | --- ## Pricing ### Avaya Contact Center #### Entry-Level Pricing No pricing available #### Free Trial No information available ### Freshcaller #### Entry-Level Pricing Plan: Pro Price: $39 /user/month, billed annually/user Description: Everything in Growth, 3000 Free minutes/month and Key Features: - Holiday Routing - Advanced Call Metrics - Call Barging [Browse all 4 editions](https://www.g2.com/products/freshcaller/pricing) #### Free Trial No --- ## Features Comparison By Category ### Auto Dialer | Product | Score | Reviews | |---|---|---| | **Avaya Contact Center** | N/A | N/A | | **Freshcaller** | N/A | N/A | #### Dialing Options | Feature | Avaya Contact Center | Freshcaller | |---|---|---| | **Preview Dialing** | Not enough data | Not enough data | | **Progressive Dialing** | Not enough data | Not enough data | | **Predictive Dialing** | Not enough data | Not enough data | #### Agent Tools | Feature | Avaya Contact Center | Freshcaller | |---|---|---| | **Whisper Coaching ** | Not enough data | Not enough data | | **Callback Scheduling ** | Not enough data | Not enough data | | **Call Recording ** | Not enough data | Not enough data | #### Automation | Feature | Avaya Contact Center | Freshcaller | |---|---|---| | **Voice Activity Detection** | Not enough data | Not enough data | | **Interactive Voice Response (IVR)** | Not enough data | Not enough data | | **Call Scrubbing** | Not enough data | Not enough data | #### Agentic AI - Auto Dialer | Feature | Avaya Contact Center | Freshcaller | |---|---|---| | **Autonomous Task Execution** | Not enough data | Not enough data | | **Cross-system Integration** | Not enough data | Not enough data | #### AI Capabilities - Auto Dialer | Feature | Avaya Contact Center | Freshcaller | |---|---|---| | **Call Prioritization and List Optimization** | Not enough data | Not enough data | | **Compliance Monitoring** | Not enough data | Not enough data | | **Speech Analytics and Sentiment Analysis** | Not enough data | Not enough data | ### Customer Communications Management | Product | Score | Reviews | |---|---|---| | **Avaya Contact Center** | N/A | N/A | | **Freshcaller** | N/A | N/A | #### Channels | Feature | Avaya Contact Center | Freshcaller | |---|---|---| | **Multi-Channel Coverage** | Not enough data | Not enough data | | **Open Listening** | Not enough data | Not enough data | | **Physical Media** | Not enough data | Not enough data | #### Design | Feature | Avaya Contact Center | Freshcaller | |---|---|---| | **Communications Strategy Development** | Not enough data | Not enough data | | **Create Content** | Not enough data | Not enough data | | **Personalization** | Not enough data | Not enough data | | **Inbound Identification** | Not enough data | Not enough data | | **Regulatory Compliance** | Not enough data | Not enough data | #### Generative AI | Feature | Avaya Contact Center | Freshcaller | |---|---|---| | **AI Text Generation** | Not enough data | Not enough data | | **AI Text Summarization** | Not enough data | Not enough data | ### Contact Center Quality Assurance | Product | Score | Reviews | |---|---|---| | **Avaya Contact Center** | N/A | N/A | | **Freshcaller** | N/A | N/A | #### Quality Assurance | Feature | Avaya Contact Center | Freshcaller | |---|---|---| | **Evaluation** | Not enough data | Not enough data | | **Calibration** | Not enough data | Feature Not Available | | **Reports** | Not enough data | Not enough data | #### Engagement | Feature | Avaya Contact Center | Freshcaller | |---|---|---| | **Feedback** | Not enough data | Not enough data | | **Dashboards** | Not enough data | Not enough data | | **Training** | Not enough data | Feature Not Available | #### Performance | Feature | Avaya Contact Center | Freshcaller | |---|---|---| | **Integrations** | Not enough data | Not enough data | | **Compliance** | Not enough data | Not enough data | #### Generative AI | Feature | Avaya Contact Center | Freshcaller | |---|---|---| | **AI Text Generation** | Not enough data | Not enough data | | **AI Text Summarization** | Not enough data | Not enough data | ### Contact Center | Product | Score | Reviews | |---|---|---| | **Avaya Contact Center** | 8.6/10 | 46 | | **Freshcaller** | 8.5/10 | 83 | #### Channels | Feature | Avaya Contact Center | Freshcaller | |---|---|---| | **Voice** | 9.3 (15 reviews) ✓ Verified | 8.8 (45 reviews) ✓ Verified | | **Social** | 8.9 (11 reviews) | Feature Not Available | | **Web Chat** | 8.1 (15 reviews) ✓ Verified | Feature Not Available | | **Mobile SMS** | 7.7 (10 reviews) | Feature Not Available | | **Email** | 8.2 (14 reviews) ✓ Verified | 8.6 (28 reviews) | #### Generative AI | Feature | Avaya Contact Center | Freshcaller | |---|---|---| | **AI Text-to-Speech** | Not enough data | Not enough data | #### Functions | Feature | Avaya Contact Center | Freshcaller | |---|---|---| | **Session Routing** | 8.6 (34 reviews) ✓ Verified | 8.5 (49 reviews) ✓ Verified | | **Session Queuing** | 8.9 (34 reviews) | 8.8 (53 reviews) ✓ Verified | | **Concurrent Calling** | 8.9 (31 reviews) ✓ Verified | 8.6 (50 reviews) ✓ Verified | | **Speech Analytics** | 8.8 (15 reviews) ✓ Verified | 6.9 (13 reviews) ✓ Verified | | **Auto Dialer** | 8.1 (16 reviews) | 8.7 (20 reviews) ✓ Verified | | **IVR** | 8.9 (14 reviews) ✓ Verified | 8.6 (35 reviews) ✓ Verified | | **Inbound Screen Pop** | 8.9 (14 reviews) ✓ Verified | 8.4 (34 reviews) ✓ Verified | | **Persistent Data** | 9.3 (14 reviews) ✓ Verified | 8.8 (27 reviews) | #### Agentic AI - Contact Center | Feature | Avaya Contact Center | Freshcaller | |---|---|---| | **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 Contact Center | Freshcaller | |---|---|---| | **Session Summary Notes** | 8.3 (27 reviews) ✓ Verified | 8.6 (65 reviews) ✓ Verified | | **Administrator Access** | 8.7 (27 reviews) ✓ Verified | 9.0 (52 reviews) ✓ Verified | | **Reporting & Dashboards** | 8.6 (31 reviews) ✓ Verified | 8.3 (53 reviews) ✓ Verified | | **Session Recording** | 8.6 (12 reviews) ✓ Verified | 8.7 (34 reviews) ✓ Verified | | **Agent Scheduling and Assignment** | 8.8 (13 reviews) ✓ Verified | 7.5 (17 reviews) | ### Contact Center Workforce | Product | Score | Reviews | |---|---|---| | **Avaya Contact Center** | 7.9/10 | 5 | | **Freshcaller** | N/A | N/A | #### Workforce Management | Feature | Avaya Contact Center | Freshcaller | |---|---|---| | **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 Contact Center | Freshcaller | |---|---|---| | **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 | Feature Not Available | | **Intraday Management** | 8.7 (5 reviews) ✓ Verified | Not enough data | ### Conversational Support | Product | Score | Reviews | |---|---|---| | **Avaya Contact Center** | N/A | N/A | | **Freshcaller** | 8.1/10 | 5 | #### Conversational Platform | Feature | Avaya Contact Center | Freshcaller | |---|---|---| | **Personalization** | Not enough data | 8.0 (5 reviews) | | **Omnichannel** | Not enough data | 8.0 (5 reviews) | | **Contextual Engagement** | Not enough data | Not enough data | | **Proactive Engagement** | Not enough data | Not enough data | #### Support Automation | Feature | Avaya Contact Center | Freshcaller | |---|---|---| | **Intelligent Routing** | Not enough data | Not enough data | | **Seamless Escalation** | Not enough data | Not enough data | | **Transcripts** | Not enough data | 8.3 (5 reviews) | | **Self-Serve Support** | Not enough data | Not enough data | #### Generative AI | Feature | Avaya Contact Center | Freshcaller | |---|---|---| | **AI Text Generation** | Not enough data | Not enough data | | **AI Text Summarization** | Not enough data | Not enough data | ### Call Center Infrastructure (CCI) | Product | Score | Reviews | |---|---|---| | **Avaya Contact Center** | N/A | N/A | | **Freshcaller** | N/A | N/A | #### Platform | Feature | Avaya Contact Center | Freshcaller | |---|---|---| | **Omnichannel** | Not enough data | Not enough data | | **Mobile Access** | Not enough data | Not enough data | | **Queue Management** | Not enough data | Not enough data | | **Call Routing** | Not enough data | Not enough data | | **Call Back** | Not enough data | Not enough data | | **IVR** | Not enough data | Not enough data | | **Automatic Call Distribution** | Not enough data | Not enough data | #### Generative AI | Feature | Avaya Contact Center | Freshcaller | |---|---|---| | **AI Text-to-Speech** | Not enough data | Not enough data | #### Workforce Management | Feature | Avaya Contact Center | Freshcaller | |---|---|---| | **Call Monitoring** | Not enough data | Not enough data | | **Performance Evaluation** | Not enough data | Not enough data | #### Call Center Infrastructure (CCI) | Feature | Avaya Contact Center | Freshcaller | |---|---|---| | **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 Contact Center | Freshcaller | |---|---|---| | **Call Recording** | Not enough data | Not enough data | | **Reporting & Dashboards** | Not enough data | Not enough data | ### Customer Self-Service | Product | Score | Reviews | |---|---|---| | **Avaya Contact Center** | N/A | N/A | | **Freshcaller** | N/A | N/A | #### Generative AI | Feature | Avaya Contact Center | Freshcaller | |---|---|---| | **AI Text Summarization** | Not enough data | Not enough data | #### Self-Service Experience | Feature | Avaya Contact Center | Freshcaller | |---|---|---| | **Knowledge Base** | Not enough data | Not enough data | | **Searchable Articles** | Not enough data | Not enough data | | **Community Forums** | Not enough data | Not enough data | | **Mobile Optimization** | Not enough data | Not enough data | | **Personalization** | Not enough data | Not enough data | #### Self-Service Platform | Feature | Avaya Contact Center | Freshcaller | |---|---|---| | **Branding** | Not enough data | Not enough data | | **Automation** | Not enough data | Not enough data | | **Artificial Intelligence** | Not enough data | Not enough data | | **Integrations** | Not enough data | Not enough data | #### Agentic AI - Customer Self-Service | Feature | Avaya Contact Center | Freshcaller | |---|---|---| | **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 | ### Speech Analytics | Product | Score | Reviews | |---|---|---| | **Avaya Contact Center** | N/A | N/A | | **Freshcaller** | N/A | N/A | #### Generative AI | Feature | Avaya Contact Center | Freshcaller | |---|---|---| | **AI Text Summarization** | Not enough data | Not enough data | ### Digital Customer Service Platforms | Product | Score | Reviews | |---|---|---| | **Avaya Contact Center** | N/A | N/A | | **Freshcaller** | N/A | N/A | #### Generative AI | Feature | Avaya Contact Center | Freshcaller | |---|---|---| | **AI Text Generation** | Not enough data | Not enough data | | **AI Text Summarization** | Not enough data | Not enough data | ### VoIP Providers | Product | Score | Reviews | |---|---|---| | **Avaya Contact Center** | N/A | N/A | | **Freshcaller** | N/A | N/A | #### Platform Basics - VoIP Providers | Feature | Avaya Contact Center | Freshcaller | |---|---|---| | **PBX systems, VoIP Softphone** | Not enough data | Not enough data | | **Call Management** | Not enough data | Not enough data | | **Network monitoring** | Not enough data | Not enough data | | **Integrations** | Not enough data | Not enough data | | **Virtual PBX** | Not enough data | Not enough data | | **SIP trunking services** | Not enough data | Not enough data | #### Basic Communication | Feature | Avaya Contact Center | Freshcaller | |---|---|---| | **Phone Calls** | Not enough data | Not enough data | | **Video Calls** | Not enough data | Feature Not Available | | **Instant Messaging** | Not enough data | Feature Not Available | | **Screen Sharing** | Not enough data | Feature Not Available | | **Conference Calls** | Not enough data | Not enough data | | **Desk-to-Desk Calls** | Not enough data | Not enough data | #### Agentic AI - VoIP Providers | Feature | Avaya Contact Center | Freshcaller | |---|---|---| | **Autonomous Task Execution** | Not enough data | Not enough data | | **Cross-system Integration** | Not enough data | Not enough data | | **Adaptive Learning** | Not enough data | Not enough data | | **Proactive Assistance** | Not enough data | Not enough data | #### Access | Feature | Avaya Contact Center | Freshcaller | |---|---|---| | **Software Pairing** | Not enough data | Feature Not Available | | **Browser Extension** | Not enough data | Not enough data | | **Individual Download** | Not enough data | Feature Not Available | #### Advanced Features | Feature | Avaya Contact Center | Freshcaller | |---|---|---| | **Hold Music** | Not enough data | Not enough data | | **Automated Attendants** | Not enough data | Not enough data | | **VOiP Number** | Not enough data | Not enough data | --- ## Categories **Shared Categories (4):** [Contact Center Workforce Software](https://www.g2.com/categories/contact-center-workforce), [Contact Center Software](https://www.g2.com/categories/contact-center), [Call Center Infrastructure (CCI) Software](https://www.g2.com/categories/call-center-infrastructure-cci), [Contact Center Quality Assurance Software](https://www.g2.com/categories/contact-center-quality-assurance) **Unique to Avaya Contact Center (5):** [Auto Dialer Software](https://www.g2.com/categories/auto-dialer), [Speech Analytics Software](https://www.g2.com/categories/speech-analytics), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service), [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management), [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms) **Unique to Freshcaller (2):** [VoIP Providers](https://www.g2.com/categories/voip-providers), [Conversational Support Software](https://www.g2.com/categories/conversational-support) --- ## Reviewer Demographics ### By Company Size | Segment | Avaya Contact Center | Freshcaller | |---|---|---| | **Small-Business** | 13.8% | 71.2% | | **Mid-Market** | 33.6% | 23.2% | | **Enterprise** | 52.6% | 5.6% | ### By Industry #### Avaya Contact Center - **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% #### Freshcaller - **Information Technology and Services:** 14.4% - **Online Media:** 12.0% - **Computer Software:** 10.4% - **Retail:** 6.4% - **Financial Services:** 4.0% - **Consumer Services:** 4.0% - **Consumer Goods:** 3.2% - **Hospital & Health Care:** 2.4% - **Staffing and Recruiting:** 2.4% - **Education Management:** 2.4% - **Other:** 38.4% --- ## Alternatives ### Alternatives to Avaya Contact Center - [NICE CXone](https://www.g2.com/products/nice-cxone/reviews) — 4.3/5 stars (1730 reviews) - [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) — 4.1/5 stars (625 reviews) - [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2535 reviews) - [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1556 reviews) - [Amazon Connect](https://www.g2.com/products/amazon-connect/reviews) — 4.4/5 stars (91 reviews) - [3CX](https://www.g2.com/products/3cx/reviews) — 4.4/5 stars (547 reviews) - [Aircall](https://www.g2.com/products/aircall/reviews) — 4.4/5 stars (1623 reviews) - [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) — 4.3/5 stars (749 reviews) - [RingEX](https://www.g2.com/products/ringex/reviews) — 4.2/5 stars (1411 reviews) - [8x8 Contact Center](https://www.g2.com/products/8x8-contact-center/reviews) — 4.1/5 stars (257 reviews) ### Alternatives to Freshcaller - [Aircall](https://www.g2.com/products/aircall/reviews) — 4.4/5 stars (1623 reviews) - [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2535 reviews) - [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1556 reviews) - [CloudTalk](https://www.g2.com/products/cloudtalk/reviews) — 4.4/5 stars (1848 reviews) - [JustCall](https://www.g2.com/products/saas-labs-justcall/reviews) — 4.3/5 stars (2388 reviews) - [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) — 4.1/5 stars (625 reviews) - [3CX](https://www.g2.com/products/3cx/reviews) — 4.4/5 stars (547 reviews) - [RingCentral Contact Center](https://www.g2.com/products/ringcentral-contact-center/reviews) — 4.1/5 stars (212 reviews) - [NICE CXone](https://www.g2.com/products/nice-cxone/reviews) — 4.3/5 stars (1730 reviews) - [RingEX](https://www.g2.com/products/ringex/reviews) — 4.2/5 stars (1411 reviews) --- ## Top Discussions ### Avaya Contact Center No discussions available for this product. ### Freshcaller No discussions available for this product. --- **Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/avaya-contact-center-vs-freshcaller)