# Avaya Infinity Platform vs VICIdial Comparison

| | Avaya Infinity Platform | VICIdial | 
|---|---|---|
| **Star Rating** | 4.1 out of 5 | 4.1 out of 5 | 
| **Total Reviews** | 181 | 41 | 
| **Largest Market Segment** | Enterprise (52.6% of reviews) | Small-Business (54.1% of reviews) | 
| **Entry Level Price** | No pricing available | Starting at $400.00 1 per telco server Per Month | 

---
## Top Pros & Cons

### Avaya Infinity Platform

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

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

### VICIdial

Pros:
- Ease of Use (1 reviews)
- Easy Setup (1 reviews)

Cons:
- Difficult Implementation (1 reviews)
- Difficult Learning (1 reviews)

---
## Ratings Comparison
| Rating | Avaya Infinity Platform | VICIdial | 
|---|---|---|
  | **Meets Requirements** | 8.6 (132 reviews) | 8.7 (31 reviews) | 
  | **Ease of Use** | 8.4 (131 reviews) | 8.6 (32 reviews) | 
  | **Ease of Setup** | 7.5 (34 reviews) | 7.3 (20 reviews) | 
  | **Ease of Admin** | 7.8 (33 reviews) | 7.4 (19 reviews) | 
  | **Quality of Support** | 8.2 (118 reviews) | 7.5 (27 reviews) | 
  | **Has the product been a good partner in doing business?** | 7.9 (32 reviews) | 7.9 (13 reviews) | 
  | **Product Direction (% positive)** | 7.1 (129 reviews) | 8.4 (29 reviews) | 

---
## Pricing

### Avaya Infinity Platform

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

### VICIdial

#### Entry-Level Pricing

Plan: Hosted Service

Price: Starting at $400.00 1 per telco server Per Month

Description: VICIhost hosted VICIdial service

Key Features:
- VICIhost service

[Browse all 2 editions](https://www.g2.com/products/vicidial/pricing)

#### Free Trial

No

---
## Features Comparison By Category

### Auto Dialer

| Product | Score | Reviews |
|---|---|---|
| **Avaya Infinity Platform** | N/A | N/A |
| **VICIdial** | N/A | N/A |

#### Dialing Options

| Feature | Avaya Infinity Platform | VICIdial | 
|---|---|---|
| **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 Infinity Platform | VICIdial | 
|---|---|---|
| **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 Infinity Platform | VICIdial | 
|---|---|---|
| **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 Infinity Platform | VICIdial | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 

#### AI Capabilities - Auto Dialer

| Feature | Avaya Infinity Platform | VICIdial | 
|---|---|---|
| **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 | 

### Contact Center

| Product | Score | Reviews |
|---|---|---|
| **Avaya Infinity Platform** | 8.6/10 | 46 |
| **VICIdial** | 7.9/10 | 29 |

#### Channels

| Feature | Avaya Infinity Platform | VICIdial | 
|---|---|---|
| **Voice** | 9.3 (15 reviews) ✓ Verified | 7.8 (10 reviews) ✓ Verified | 
| **Social** | 8.9 (11 reviews) | Feature Not Available | 
| **Web Chat** | 8.1 (15 reviews) ✓ Verified | 6.3 (8 reviews) ✓ Verified | 
| **Mobile SMS** | 7.7 (10 reviews) | 7.5 (6 reviews) | 
| **Email** | 8.2 (14 reviews) ✓ Verified | 6.2 (7 reviews) ✓ Verified | 

#### Generative AI

| Feature | Avaya Infinity Platform | VICIdial | 
|---|---|---|
| **AI Text-to-Speech** | Not enough data | 5.7 (5 reviews) | 

#### Functions

| Feature | Avaya Infinity Platform | VICIdial | 
|---|---|---|
| **Session Routing** | 8.6 (34 reviews) ✓ Verified | 9.2 (23 reviews) ✓ Verified | 
| **Session Queuing** | 8.9 (34 reviews) | 8.9 (23 reviews) ✓ Verified | 
| **Concurrent Calling** | 8.9 (31 reviews) ✓ Verified | 9.0 (24 reviews) ✓ Verified | 
| **Speech Analytics** | 8.8 (15 reviews) ✓ Verified | 6.2 (7 reviews) | 
| **Auto Dialer** | 8.1 (16 reviews) | 9.2 (10 reviews) ✓ Verified | 
| **IVR** | 8.9 (14 reviews) ✓ Verified | 8.5 (9 reviews) ✓ Verified | 
| **Inbound Screen Pop** | 8.9 (14 reviews) ✓ Verified | 8.9 (9 reviews) ✓ Verified | 
| **Persistent Data** | 9.3 (14 reviews) ✓ Verified | Feature Not Available | 

#### Agentic AI - Contact Center

| Feature | Avaya Infinity Platform | VICIdial | 
|---|---|---|
| **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 Infinity Platform | VICIdial | 
|---|---|---|
| **Session Summary Notes** | 8.3 (27 reviews) ✓ Verified | 8.3 (24 reviews) | 
| **Administrator Access** | 8.7 (27 reviews) ✓ Verified | 9.4 (25 reviews) ✓ Verified | 
| **Reporting & Dashboards** | 8.6 (31 reviews) ✓ Verified | 8.2 (24 reviews) ✓ Verified | 
| **Session Recording** | 8.6 (12 reviews) ✓ Verified | 7.8 (10 reviews) ✓ Verified | 
| **Agent Scheduling and Assignment** | 8.8 (13 reviews) ✓ Verified | 7.8 (10 reviews) ✓ Verified | 

### Contact Center Workforce

| Product | Score | Reviews |
|---|---|---|
| **Avaya Infinity Platform** | 7.9/10 | 5 |
| **VICIdial** | N/A | N/A |

#### Workforce Management

| Feature | Avaya Infinity Platform | VICIdial | 
|---|---|---|
| **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 Infinity Platform | VICIdial | 
|---|---|---|
| **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 | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Avaya Infinity Platform** | N/A | N/A |
| **VICIdial** | N/A | N/A |

#### Generative AI

| Feature | Avaya Infinity Platform | VICIdial | 
|---|---|---|
| **AI Text Summarization** | Not enough data | Not enough data | 

#### Self-Service Experience

| Feature | Avaya Infinity Platform | VICIdial | 
|---|---|---|
| **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 Infinity Platform | VICIdial | 
|---|---|---|
| **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 Infinity Platform | VICIdial | 
|---|---|---|
| **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 Infinity Platform** | N/A | N/A |
| **VICIdial** | N/A | N/A |

#### Generative AI

| Feature | Avaya Infinity Platform | VICIdial | 
|---|---|---|
| **AI Text Summarization** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (1):** [Contact Center Software](https://www.g2.com/categories/contact-center)

**Unique to Avaya Infinity Platform (3):** [Contact Center Workforce Software](https://www.g2.com/categories/contact-center-workforce), [Speech Analytics Software](https://www.g2.com/categories/speech-analytics), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service)

**Unique to VICIdial (1):** [Auto Dialer Software](https://www.g2.com/categories/auto-dialer)


---
## Reviewer Demographics

### By Company Size

| Segment | Avaya Infinity Platform | VICIdial | 
|---|---|---|
| **Small-Business** | 13.8% | 54.1% | 
| **Mid-Market** | 33.6% | 45.9% | 
| **Enterprise** | 52.6% | 0% | 

### By Industry

#### Avaya Infinity 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%

#### VICIdial

- **Information Technology and Services:** 13.5%
- **Computer Software:** 10.8%
- **Financial Services:** 10.8%
- **Marketing and Advertising:** 10.8%
- **Consumer Services:** 8.1%
- **Banking:** 5.4%
- **Market Research:** 5.4%
- **Outsourcing/Offshoring:** 5.4%
- **Telecommunications:** 5.4%
- **Leisure, Travel & Tourism:** 2.7%
- **Other:** 21.6%

---
## Alternatives

### Alternatives to Avaya Infinity 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 (2505 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1549 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 (87 reviews)
- [3CX](https://www.g2.com/products/3cx/reviews) — 4.4/5 stars (547 reviews)
- [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) — 4.3/5 stars (739 reviews)
- [Aircall](https://www.g2.com/products/aircall/reviews) — 4.4/5 stars (1590 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 (255 reviews)

### Alternatives to VICIdial

- [3CX](https://www.g2.com/products/3cx/reviews) — 4.4/5 stars (547 reviews)
- [Convoso](https://www.g2.com/products/convoso/reviews) — 4.5/5 stars (252 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)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1549 reviews)
- [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2505 reviews)
- [CloudTalk](https://www.g2.com/products/cloudtalk/reviews) — 4.4/5 stars (1841 reviews)
- [Dialpad Support](https://www.g2.com/products/dialpad-support/reviews) — 4.4/5 stars (695 reviews)
- [Aircall](https://www.g2.com/products/aircall/reviews) — 4.4/5 stars (1590 reviews)
- [Ringover](https://www.g2.com/products/ringover/reviews) — 4.6/5 stars (491 reviews)
- [Ozonetel](https://www.g2.com/products/ozonetel/reviews) — 4.6/5 stars (625 reviews)

---
## Top Discussions

### Avaya Infinity Platform

No discussions available for this product.

### VICIdial

No discussions available for this product.

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