NiCE (NASDAQ: NICE) is transforming the world with AI that puts people first. Our purpose-built AI-powered platforms automate engagements into proactive, safe, intelligent actions, empowering individuals and organizations to innovate and act, from interaction to resolution. Trusted by organizations throughout 150+ countries worldwide, NiCE’s platforms are widely adopted across industries connecting people, systems, and workflows to work smarter at scale, elevating performance across the organization, delivering proven measurable outcomes.
Talkdesk® is a global cloud contact center leader for customer-obsessed companies. Talkdesk believes that better customer experiences start with AI. With automation-first customer experience solutions, Talkdesk customers can optimize their most critical customer service processes. Talkdesk's speed of innovation, deep vertical expertise, and global footprint reflect its commitment to ensuring that businesses everywhere can deliver better customer experiences across any industry and through any channel, resulting in higher customer satisfaction and accelerated business outcomes. Over 1,300 innovative companies worldwide, including BankUnited, Canon, Evara Health, IBM, Michaels, Novobanco, On Running, and Teka, partner with Talkdesk to deliver a better way to excellent customer experience.
The Genesys Cloud CX™ platform is trusted by thousands of small, medium and large enterprises and recognized across the globe as an industry-leading cloud call center software and customer experience (CX) platform. No matter where the customer conversation starts or ends, Genesys Cloud CX transforms your customer experience. It connects insights across teams, tools and interactions so you have the data to address customers problems with ease. Meet your customers anywhere, anytime, on any channel, with a suite of digital channels.
Amazon Connect is a self-service, cloud-based contact center service that makes it easy for any business to deliver better customer service at lower cost.
3CX is an open standards communications solution that replaces proprietary PBX's. Built for business connectivity and collaboration it integrates video conferencing, live chat and apps for Android, iOS, and the web. Available on premise (Windows / Linux) or hosted as a cloud solution.
Sprinklr Service is a cloud-native unified customer service platform powered by AI that enables seamless customer & agent experience across 30+ digital, social and voice channels, and delivers real-time actionable & scalable insights – eliminating the need for any other point solution.
Aircall is the phone system for modern business that can be used on any device. Since Aircall has no hardware requirement, customers can get set up and dialing in as few as 3 minutes. Packed with powerful integrations and a growing app ecosystem of 50+ CRM, Helpdesk, eCommerce, and other business software, Aircall is ideal for modern companies that want to stay connected. Dynamic call center features enable sales and support teams to manage their calls and be as productive as possible. Features include: Power Dialer, Analytics Dashboard, Live Activity Feed, Call Coaching, CTI, IVR, and much more.
Ozonetel CloudAgent is designed to enable users to deliver the service their customers demand.
8x8 connects people and organizations through seamless communication on the industry’s most integrated platform for Customer Experience, combining Contact Center, Unified Communications, and CPaaS APIs.
According to G2 data, Avaya Infinity Platform has an average rating of 4.1/5 from 181 reviews, while NiCE CXone holds a higher average rating of 4.3/5 across 1,730 reviews. NiCE CXone leads Avaya by 0.3 points in meeting requirements (8.7 vs 8.6), 0.3 points in usability (8.7 vs 8.4), 0.5 points in ease of setup (8.0 vs 7.5), 0.5 points in ease of administration (8.3 vs 7.8), 0.1 points in support quality (8.3 vs 8.2), and 0.3 points in ease of doing business (8.2 vs 7.9). User sentiment highlights NiCE CXone's strengths in ease of use (29 mentions), feature richness (21 mentions), efficiency (20 mentions), and helpful customer support (11 mentions). In contrast, Avaya Infinity Platform is praised for calling features, reporting, and call quality but has notable concerns including process complexity, difficult implementation, frequent authentication errors, and occasional unreliability. NiCE CXone's broader adoption and higher scores reflect a more robust, user-friendly, and administratively efficient platform.
The best alternatives to Avaya Infinity Platform based on G2 user ratings and review counts are Talkdesk (4.4/5 stars, 2504 reviews), Genesys Cloud CX (4.4/5 stars, 1549 reviews), and NiCE CXone (4.3/5 stars, 1730 reviews). These platforms lead in user satisfaction and offer comprehensive contact center capabilities.
Reviewers recommend Talkdesk for its intuitive interface, AI-powered automation, and seamless CRM integrations that improve agent productivity and customer experience. Genesys Cloud CX is favored for its robust omnichannel support, scalability, and advanced AI features that enhance operational efficiency. NiCE CXone is praised for its ease of use, comprehensive omnichannel routing, and strong customization options. These tools are consistently noted for easier administration, better support, and more usable interfaces compared to Avaya Infinity Platform, making them top choices for contact center solutions according to G2 user reviews.
Users choose NiCE CXone over Avaya Infinity Platform primarily due to its superior usability and administrative ease, as evidenced by its 0.3 to 0.5 point leads in key dimensions such as ease of setup (8.0 vs 7.5) and ease of administration (8.3 vs 7.8). NiCE CXone's extensive feature set, praised in 21 reviews, combined with 29 mentions of ease of use and 11 mentions of helpful customer support, make it a preferred choice for organizations seeking efficiency and reliability. Additionally, NiCE CXone's higher rating (4.3/5 vs 4.1/5) across a much larger review base (1,730 vs 181) indicates broader user satisfaction and trust. While Avaya users report issues with complexity, integration challenges, and frequent authentication errors, NiCE CXone users emphasize its intuitive interface, efficient call management, and stable performance, which collectively drive preference for NiCE CXone in competitive evaluations.