# Avaya Contact Center vs Infinity Call Tracking Comparison --- ## AI Generated Summary - **G2 reviewers report** that Avaya Experience Platform excels in providing a user-friendly interface, with many users appreciating its straightforward features and flexibility. One user noted, "It is an easy to use platform. No complicated features," highlighting its accessibility for teams. - **Users say** Infinity Call Tracking stands out for its exceptional client servicing and data integration capabilities. Reviewers have praised its ability to seamlessly connect with CRM and other tracking platforms, stating, "Client Servicing is brilliant, and data integration with CRM and other tracking platforms is better than other providers I've come across." - **Reviewers mention** that while Avaya Experience Platform has a robust feature set comparable to industry leaders, it may face challenges in meeting specific workflow needs for some users. This sentiment is echoed in feedback about its late entry into the CCAAS market, suggesting that it may still be catching up in certain areas. - **According to verified reviews** , Infinity Call Tracking has made significant strides in its product roadmap, impressing users with its ability to present data in a valuable way. One user remarked, "It's like they have their own mini Google Analytics," indicating a strong focus on data usability. - **G2 reviewers highlight** that Avaya Experience Platform has a solid reputation for its flexibility and mobility, making it a competent solution for enterprises. Users appreciate the integration with Verint WEM, which enhances its feature offerings, positioning it well against competitors. - **Users report** that Infinity Call Tracking's ease of setup and administration is a significant advantage, with many finding it more intuitive than other options. One user noted the platform's recent improvements, stating, "Making the data you have available, available to us in a useful way that adds value to the platform," showcasing its commitment to user experience. | | Avaya Contact Center | Infinity Call Tracking | |---|---|---| | **Star Rating** | 4.1 out of 5 | 4.6 out of 5 | | **Total Reviews** | 181 | 157 | | **Largest Market Segment** | Enterprise (52.6% of reviews) | Mid-Market (43.8% of reviews) | | **Entry Level Price** | No pricing available | £249.00 | --- ## Top Pros & Cons ### Avaya Contact Center Pros: - Calling Features (2 reviews) - Analytics (1 reviews) Cons: - Complexity (1 reviews) - Customization Difficulty (1 reviews) ### Infinity Call Tracking Pros: - Customer Support (20 reviews) - Call Tracking (17 reviews) Cons: - Expensive (5 reviews) - Inaccurate Reporting (4 reviews) --- ## Ratings Comparison | Rating | Avaya Contact Center | Infinity Call Tracking | |---|---|---| | **Meets Requirements** | 8.6 (132 reviews) | 8.9 (122 reviews) | | **Ease of Use** | 8.4 (131 reviews) | 8.6 (126 reviews) | | **Ease of Setup** | 7.5 (34 reviews) | 8.4 (75 reviews) | | **Ease of Admin** | 7.8 (33 reviews) | 8.6 (70 reviews) | | **Quality of Support** | 8.2 (118 reviews) | 9.4 (121 reviews) | | **Has the product been a good partner in doing business?** | 7.9 (32 reviews) | 9.3 (70 reviews) | | **Product Direction (% positive)** | 7.1 (129 reviews) | 9.0 (117 reviews) | --- ## Pricing ### Avaya Contact Center #### Entry-Level Pricing No pricing available #### Free Trial No information available ### Infinity Call Tracking #### Entry-Level Pricing Plan: Essentials Price: £249.00 Description: Starting from.. Key Features: - Plug your attribution gap with visitor level call tracking - Integrate data with Google Analytics and your Google, Microsoft, and Meta ads accounts - Contract Length: Monthly Rolling [Browse all 3 editions](https://www.g2.com/products/infinity-call-tracking/pricing) #### Free Trial No --- ## Features Comparison By Category ### Auto Dialer | Product | Score | Reviews | |---|---|---| | **Avaya Contact Center** | N/A | N/A | | **Infinity Call Tracking** | N/A | N/A | #### Dialing Options | Feature | Avaya Contact Center | Infinity Call Tracking | |---|---|---| | **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 | Infinity Call Tracking | |---|---|---| | **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 | Infinity Call Tracking | |---|---|---| | **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 | Infinity Call Tracking | |---|---|---| | **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 | Infinity Call Tracking | |---|---|---| | **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 | ### Conversation Intelligence | Product | Score | Reviews | |---|---|---| | **Avaya Contact Center** | N/A | N/A | | **Infinity Call Tracking** | 8.5/10 | 22 | #### Call Analytics | Feature | Avaya Contact Center | Infinity Call Tracking | |---|---|---| | **Call Recording** | Not enough data | 9.3 (21 reviews) | | **Machine Learning** | Not enough data | 7.8 (17 reviews) | | **Call Analysis** | Not enough data | 8.6 (20 reviews) | | **Lead Qualification** | Not enough data | 8.2 (19 reviews) | #### Artificial Intelligence - Conversation Intelligence | Feature | Avaya Contact Center | Infinity Call Tracking | |---|---|---| | **Customer Scoring** | Not enough data | 8.3 (16 reviews) | | **Speech-to-Text** | Not enough data | 8.6 (17 reviews) | | **Sentiment Analysis** | Not enough data | Not enough data | #### Generative AI | Feature | Avaya Contact Center | Infinity Call Tracking | |---|---|---| | **AI Text Summarization** | Not enough data | 8.3 (13 reviews) | #### Agentic AI - Conversation Intelligence | Feature | Avaya Contact Center | Infinity Call Tracking | |---|---|---| | **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 | ### Customer Communications Management | Product | Score | Reviews | |---|---|---| | **Avaya Contact Center** | N/A | N/A | | **Infinity Call Tracking** | N/A | N/A | #### Channels | Feature | Avaya Contact Center | Infinity Call Tracking | |---|---|---| | **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 | Infinity Call Tracking | |---|---|---| | **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 | Infinity Call Tracking | |---|---|---| | **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 | | **Infinity Call Tracking** | N/A | N/A | #### Quality Assurance | Feature | Avaya Contact Center | Infinity Call Tracking | |---|---|---| | **Evaluation** | Not enough data | Not enough data | | **Calibration** | Not enough data | Not enough data | | **Reports** | Not enough data | Not enough data | #### Engagement | Feature | Avaya Contact Center | Infinity Call Tracking | |---|---|---| | **Feedback** | Not enough data | Not enough data | | **Dashboards** | Not enough data | Not enough data | | **Training** | Not enough data | Not enough data | #### Performance | Feature | Avaya Contact Center | Infinity Call Tracking | |---|---|---| | **Integrations** | Not enough data | Not enough data | | **Compliance** | Not enough data | Not enough data | #### Generative AI | Feature | Avaya Contact Center | Infinity Call Tracking | |---|---|---| | **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 | | **Infinity Call Tracking** | N/A | N/A | #### Channels | Feature | Avaya Contact Center | Infinity Call Tracking | |---|---|---| | **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 Contact Center | Infinity Call Tracking | |---|---|---| | **AI Text-to-Speech** | Not enough data | Not enough data | #### Functions | Feature | Avaya Contact Center | Infinity Call Tracking | |---|---|---| | **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 Contact Center | Infinity Call Tracking | |---|---|---| | **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 | Infinity Call Tracking | |---|---|---| | **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 Contact Center** | 7.9/10 | 5 | | **Infinity Call Tracking** | N/A | N/A | #### Workforce Management | Feature | Avaya Contact Center | Infinity Call Tracking | |---|---|---| | **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 | Infinity Call Tracking | |---|---|---| | **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 | ### Call Center Infrastructure (CCI) | Product | Score | Reviews | |---|---|---| | **Avaya Contact Center** | N/A | N/A | | **Infinity Call Tracking** | N/A | N/A | #### Platform | Feature | Avaya Contact Center | Infinity Call Tracking | |---|---|---| | **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 | Infinity Call Tracking | |---|---|---| | **AI Text-to-Speech** | Not enough data | Not enough data | #### Workforce Management | Feature | Avaya Contact Center | Infinity Call Tracking | |---|---|---| | **Call Monitoring** | Not enough data | Not enough data | | **Performance Evaluation** | Not enough data | Not enough data | #### Call Center Infrastructure (CCI) | Feature | Avaya Contact Center | Infinity Call Tracking | |---|---|---| | **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 | Infinity Call Tracking | |---|---|---| | **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 | | **Infinity Call Tracking** | N/A | N/A | #### Generative AI | Feature | Avaya Contact Center | Infinity Call Tracking | |---|---|---| | **AI Text Summarization** | Not enough data | Not enough data | #### Self-Service Experience | Feature | Avaya Contact Center | Infinity Call Tracking | |---|---|---| | **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 | Infinity Call Tracking | |---|---|---| | **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 | Infinity Call Tracking | |---|---|---| | **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 | | **Infinity Call Tracking** | N/A | N/A | #### Generative AI | Feature | Avaya Contact Center | Infinity Call Tracking | |---|---|---| | **AI Text Summarization** | Not enough data | Not enough data | ### Digital Customer Service Platforms | Product | Score | Reviews | |---|---|---| | **Avaya Contact Center** | N/A | N/A | | **Infinity Call Tracking** | N/A | N/A | #### Generative AI | Feature | Avaya Contact Center | Infinity Call Tracking | |---|---|---| | **AI Text Generation** | Not enough data | Not enough data | | **AI Text Summarization** | Not enough data | Not enough data | ### Inbound Call Tracking | Product | Score | Reviews | |---|---|---| | **Avaya Contact Center** | N/A | N/A | | **Infinity Call Tracking** | 8.6/10 | 97 | #### Phone Number Management | Feature | Avaya Contact Center | Infinity Call Tracking | |---|---|---| | **Local Phone Numbers** | Not enough data | 9.0 (82 reviews) | | **Toll-Free Numbers** | Not enough data | 8.7 (63 reviews) | | **Port Existing Numbers** | Not enough data | 8.2 (61 reviews) | #### Tracking | Feature | Avaya Contact Center | Infinity Call Tracking | |---|---|---| | **Visitor & Keyword Tracking** | Not enough data | 8.8 (85 reviews) | | **Dynamic Number Insertion** | Not enough data | 9.2 (86 reviews) | | **Multi-Channel Call Attribution** | Not enough data | 8.8 (82 reviews) | #### Analytics | Feature | Avaya Contact Center | Infinity Call Tracking | |---|---|---| | **Call Data** | Not enough data | 9.1 (86 reviews) | | **Call Recording** | Not enough data | 9.0 (63 reviews) | | **Advanced Reporting** | Not enough data | 8.6 (77 reviews) | | **Conversation Intelligence** | Not enough data | 7.7 (48 reviews) | #### Call Routing | Feature | Avaya Contact Center | Infinity Call Tracking | |---|---|---| | **IVR** | Not enough data | 8.3 (54 reviews) | | **Call Scheduling** | Not enough data | 7.8 (43 reviews) | | **Geo-Routing** | Not enough data | 8.1 (50 reviews) | #### Administration | Feature | Avaya Contact Center | Infinity Call Tracking | |---|---|---| | **Martech Integrations** | Not enough data | 8.1 (51 reviews) | | **Privacy, Security, and Compliance** | Not enough data | 9.0 (65 reviews) | | **Performance and Reliability** | Not enough data | 9.1 (73 reviews) | #### Agentic AI - Inbound Call Tracking | Feature | Avaya Contact Center | Infinity Call Tracking | |---|---|---| | **Autonomous Task Execution** | Not enough data | Not enough data | | **Cross-system Integration** | Not enough data | Not enough data | | **Proactive Assistance** | Not enough data | Not enough data | --- ## Categories **Shared Categories (1):** [Speech Analytics Software](https://www.g2.com/categories/speech-analytics) **Unique to Avaya Contact Center (8):** [Auto Dialer Software](https://www.g2.com/categories/auto-dialer), [Contact Center Workforce Software](https://www.g2.com/categories/contact-center-workforce), [Contact Center Software](https://www.g2.com/categories/contact-center), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service), [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), [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 Infinity Call Tracking (2):** [Conversation Intelligence Software](https://www.g2.com/categories/conversation-intelligence), [Inbound Call Tracking Software](https://www.g2.com/categories/inbound-call-tracking) --- ## Reviewer Demographics ### By Company Size | Segment | Avaya Contact Center | Infinity Call Tracking | |---|---|---| | **Small-Business** | 13.8% | 29.2% | | **Mid-Market** | 33.6% | 43.8% | | **Enterprise** | 52.6% | 27.1% | ### 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% #### Infinity Call Tracking - **Leisure, Travel & Tourism:** 13.7% - **Marketing and Advertising:** 10.3% - **Automotive:** 8.2% - **Construction:** 7.5% - **Hospital & Health Care:** 6.8% - **Telecommunications:** 4.8% - **Retail:** 4.8% - **Real Estate:** 4.8% - **Information Technology and Services:** 3.4% - **Financial Services:** 2.7% - **Other:** 32.9% --- ## Alternatives ### Alternatives to Avaya Contact Center - [NiCE CXone](https://www.g2.com/products/nice-cxone/reviews) — 4.3/5 stars (1731 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) - [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 (1553 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) - [Aircall](https://www.g2.com/products/aircall/reviews) — 4.4/5 stars (1600 reviews) - [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) — 4.3/5 stars (744 reviews) - [RingEX](https://www.g2.com/products/ringex/reviews) — 4.2/5 stars (1374 reviews) - [8x8 Contact Center](https://www.g2.com/products/8x8-contact-center/reviews) — 4.1/5 stars (256 reviews) ### Alternatives to Infinity Call Tracking - [Invoca](https://www.g2.com/products/invoca/reviews) — 4.5/5 stars (967 reviews) - [CallRail](https://www.g2.com/products/callrail/reviews) — 4.5/5 stars (1717 reviews) - [CTM](https://www.g2.com/products/ctm-ctm/reviews) — 4.5/5 stars (758 reviews) - [WhatConverts](https://www.g2.com/products/whatconverts/reviews) — 4.9/5 stars (308 reviews) - [Revenue.io](https://www.g2.com/products/revenue-io/reviews) — 4.7/5 stars (576 reviews) - [Salesken](https://www.g2.com/products/salesken/reviews) — 4.9/5 stars (396 reviews) - [HubSpot Sales Hub](https://www.g2.com/products/hubspot-sales-hub/reviews) — 4.4/5 stars (13849 reviews) - [Agentforce Sales (formerly Salesforce Sales Cloud)](https://www.g2.com/products/agentforce-sales-formerly-salesforce-sales-cloud/reviews) — 4.4/5 stars (25834 reviews) - [Ozonetel](https://www.g2.com/products/ozonetel/reviews) — 4.6/5 stars (625 reviews) - [Apollo.io](https://www.g2.com/products/apollo-io/reviews) — 4.7/5 stars (9673 reviews) --- ## Top Discussions ### Avaya Contact Center No discussions available for this product. ### Infinity Call Tracking - Title: [Do you recommend Infinity Call Tracking for businesses looking to improve their call analytics?](https://www.g2.com/discussions/do-you-recommend-infinity-call-tracking-for-businesses-looking-to-improve-their-call-analytics) — 1 comment > **Top comment:** "Yes, absolutely. For us, it was a game-changer." --- **Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/avaya-contact-center-vs-infinity-call-tracking)