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Avaya Call Center Elite vs. Salesforce Service Cloud

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Avaya Call Center Elite

51 Reviews and Ratings

Salesforce Service Cloud

397 Reviews and Ratings

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    Overview
    ProductRatingMost Used ByProduct SummaryStarting Price

    Avaya Call Center Elite

    Score7.6 out of 10
    		N/AAvaya Call Center Elite is used to run a full-featured call center that handles inbound and outbound contacts, manageable with real-time and historical reporting insights. The CC Elite solution offers options for contact handling so customers are treated in a more efficient manner, enabling agents to more effectively respond to their needs.N/A

    Salesforce Service Cloud

    Score8.4 out of 10
    		N/AService Cloud is a customer service platform that helps businesses manage and resolve customer inquiries and issues. It provides tools for case management, knowledge base, omni-channel support, automation, and analytics, enabling companies to deliver exceptional customer service experiences.

    $25

    per month

    Pricing
    Avaya Call Center EliteSalesforce Service Cloud
    Editions & Modules
    No answers on this topic
    Starter Suite
    $25
    per month
    Pro Suite
    $100
    per month per user
    Enterprise
    $165
    per month per user
    Unlimited
    $330
    per month per user
    Agentforce 1
    $550
    per month per user
    Offerings
    Pricing Offerings
    Avaya Call Center EliteSalesforce Service Cloud
    Free Trial
    NoYes
    Free/Freemium Version
    NoYes
    Premium Consulting/Integration Services
    NoNo
    Entry-level Setup FeeNo setup feeNo setup fee
    Additional Details——
    More Pricing Information
    Features
    Avaya Call Center EliteSalesforce Service Cloud
    Contact Center Software
    Comparison of Contact Center Software features of Avaya Call Center Elite and Salesforce Service Cloud
    Feature
    Avaya Call Center Elite
    7.3
    24 Ratings
    Salesforce Service Cloud
    -
    Ratings
    Agent dashboard7.314 Ratings00 Ratings
    Validate callers7.518 Ratings00 Ratings
    Outbound response6.813 Ratings00 Ratings
    Call forwarding8.520 Ratings00 Ratings
    Click-to-call (CTC)7.613 Ratings00 Ratings
    Warm transfer8.021 Ratings00 Ratings
    Predictive dialing7.411 Ratings00 Ratings
    Interactive voice response7.214 Ratings00 Ratings
    REST APIs6.99 Ratings00 Ratings
    Call scripts7.817 Ratings00 Ratings
    Call tracking8.819 Ratings00 Ratings
    Multichannel integration5.211 Ratings00 Ratings
    CRM software integration5.914 Ratings00 Ratings
    Workforce Optimization (WFO)
    Comparison of Workforce Optimization (WFO) features of Avaya Call Center Elite and Salesforce Service Cloud
    Feature
    Avaya Call Center Elite
    7.2
    20 Ratings
    Salesforce Service Cloud
    -
    Ratings
    Inbound call routing8.017 Ratings00 Ratings
    Omnichannel inbound routing7.28 Ratings00 Ratings
    Recording7.216 Ratings00 Ratings
    Quality management7.113 Ratings00 Ratings
    Call analytics6.815 Ratings00 Ratings
    Historical reporting7.317 Ratings00 Ratings
    Live reporting7.216 Ratings00 Ratings
    Customer surveys6.56 Ratings00 Ratings
    Customer interaction analytics7.69 Ratings00 Ratings
    Incident and problem management
    Comparison of Incident and problem management features of Avaya Call Center Elite and Salesforce Service Cloud
    Feature
    Avaya Call Center Elite
    -
    Ratings
    Salesforce Service Cloud
    8.8
    77 Ratings
    Organize and prioritize service tickets00 Ratings9.475 Ratings
    Expert directory00 Ratings8.553 Ratings
    Subscription-based notifications00 Ratings8.663 Ratings
    ITSM collaboration and documentation00 Ratings8.260 Ratings
    Ticket creation and submission00 Ratings9.375 Ratings
    Ticket response00 Ratings9.174 Ratings
    Self Help Community
    Comparison of Self Help Community features of Avaya Call Center Elite and Salesforce Service Cloud
    Feature
    Avaya Call Center Elite
    -
    Ratings
    Salesforce Service Cloud
    8.7
    72 Ratings
    External knowledge base00 Ratings8.463 Ratings
    Internal knowledge base00 Ratings8.970 Ratings
    Multi-Channel Help
    Comparison of Multi-Channel Help features of Avaya Call Center Elite and Salesforce Service Cloud
    Feature
    Avaya Call Center Elite
    -
    Ratings
    Salesforce Service Cloud
    8.7
    77 Ratings
    Customer portal00 Ratings7.954 Ratings
    IVR00 Ratings8.834 Ratings
    Social integration00 Ratings8.947 Ratings
    Email support00 Ratings9.276 Ratings
    Help Desk CRM integration00 Ratings8.866 Ratings
    User Ratings
    Avaya Call Center EliteSalesforce Service Cloud
    Likelihood to Recommend
    7.5
    (32 ratings)
    8.3
    (83 ratings)
    Likelihood to Renew
    9.1
    (1 ratings)
    6.1
    (8 ratings)
    Usability
    9.1
    (1 ratings)
    8.0
    (12 ratings)
    Availability
    -
    (0 ratings)
    9.5
    (28 ratings)
    Performance
    -
    (0 ratings)
    8.6
    (7 ratings)
    Support Rating
    9.1
    (1 ratings)
    7.0
    (20 ratings)
    In-Person Training
    -
    (0 ratings)
    10.0
    (1 ratings)
    Online Training
    -
    (0 ratings)
    9.0
    (1 ratings)
    Implementation Rating
    9.1
    (1 ratings)
    7.0
    (1 ratings)
    Ease of integration
    -
    (0 ratings)
    5.0
    (1 ratings)
    Vendor post-sale
    -
    (0 ratings)
    8.0
    (1 ratings)
    Vendor pre-sale
    -
    (0 ratings)
    8.0
    (1 ratings)