Top 8 Avaya Alternatives for Better Business Communication

Your contact center shouldn’t hold your growth hostage. Yet that’s exactly what’s happening to businesses relying on Avaya’s increasingly restrictive platform.  

Avaya filed for bankruptcy in 2023, which shook the market’s confidence in the platform. They now require a minimum of 200 seats to qualify for sales for their AXP Public Cloud service. Additionally, their heavy reliance on partnership integrations has made them more of a roadblock than an enabler for growing sales and support teams. 

If you’re a sales or support leader evaluating alternatives, you’re making the right move. This comprehensive guide examines eight cloud-native contact center platforms that deliver enterprise-grade capabilities without enterprise headaches. 

Read on. 

Why Consider Alternatives to Avaya?

Avaya has been a legacy platform serving customers globally since 2000. However, the platform’s limitations grew faster than its tech-stack could catch up. They struggled to update their products with modern technologies like conversation intelligence and AI-driven sales tools.  

Older systems like Avaya find innovation and feature rollouts more challenging unlike cloud-native platforms, which are generally more adaptable.  

Other than that, Avaya doesn’t offer a standalone UCaaS solution. RingCentral actually powers Avaya’s UCaaS. So, if you want a seamlessly integrated omnichannel communication platform at a lower price, you might find better top avaya alternatives like Acefone.  

But before diving into the alternatives, let’s understand more about the Avaya platfrom. 

Avaya Overview 

G2 Rating: 4.1/5 stars 

Avaya Infinity Platform represents a veteran player in the contact center space. The offering includes both on-premises and cloud solutions through various products including Avaya Cloud Office, AXP Public Cloud, and AXP Private Cloud.  

Built on decades of telecommunications infrastructure, Avaya has attempted to modernize through strategic partnerships. Most notable is the integration with RingCentral’s UCaaS platform for its cloud offerings.  

The platform’s evolution reveals three major challenges legacy vendors face in the cloud-first era:  

• Complex pricing structures 
• Dependency on third-party integrations 
• Business model that increasingly favors large enterprises over growing mid-market companies 

Top Features: 

• Omnichannel Routing: Unified customer interactions across voice, email, and chat 
• Workforce Optimization: Built-in quality management, recording, and performance analytics 
• AI-Powered Self-Service: Automated IVR and virtual assistant capabilities for customer deflection 
• CRM Integrations: Pre-built connectors for Salesforce, Microsoft Dynamics, and ServiceNow 

Pricing:

Plans starting at $20 per user/month 

Best For: 

• Large Enterprises: Organizations with 200+ agents and complex hybrid infrastructure needs 
• Regulated Industries: Financial services and healthcare requiring stringent compliance frameworks 
• Government Agencies: Public sector entities with on-premises security requirements 

The Challenge:  

Here’s the reality: Avaya’s new 200-seat minimum and add-on-heavy pricing model make it prohibitively expensive for growing teams. That’s why forward-thinking leaders are evaluating alternatives that offer flexibility, transparency, and modern cloud-native architecture. 

The Top 8 Avaya Alternatives: Your Comprehensive Guide 

Here are the most top Avaya alternatives with better pricing and efficiency: 

1. Acefone

G2 Rating:  4.7/5 stars 

Acefone delivers a comprehensive CXaaS (Customer Experience as a Service) platform purpose-built for small, medium, and large enterprise teams. The Ace X platform combines AI-powered automation, omnichannel communication, and deep analytics. This power combo has garnered the trust of over 5,000 businesses globally. 

Processing more than 2.5 billion calls annually, Acefone’s cloud-first architecture enables rapid deployment, often within hours. All this while delivering reliability and scale to mitigate the increasing demand.  

Unlike Avaya that bolts on features through acquisitions or partnerships, Acefone’s native-built technology stack ensures seamless integration across voice, SMS, WhatsApp, video, and email channels. 

Top Features: 

• AI Post Call Analytics: Sentiment analysis, automated call summarization, call transcription, call score and more 
• Multiple Dialing Modes: Progressive, predictive, preview, ratio and power dialing for outbound efficiency 
• WhatsApp Interactions: Attend voice calls or customer chats over WhatsApp using your verified business number 
• Omnichannel Platform: Unified dashboard for handling and viewing voice, chat, and WhatsApp, interactions 
• Native Integrations: Pre-built connectors for 20+ CRM, helpdesk, and business tools 
• Flexible Call Routing: Skills-based, time-based, and AI-driven intelligent routing 
• Voice Streaming: Real-time two-way audio over the internet for AI tools, live listening, and smooth switch to a human agent if needed.

Key Benefits: 

• No Minimum Seat Requirements: Scale from 5 agents to 5,000 without pricing penalties 
• Rapid Deployment: Cloud-native platform goes live in hours, not months 
• Transparent Pricing: Pay-as-you-go models with no hidden add-on fees 
• Dedicated Support: Direct access to cloud experts and technical support teams 

Pricing: 

• Flexible plans with pay-as-you-go options 
• Custom pricing based on feature selection and user count 

Best For: 

• BFSI: Secure, compliant platforms for banking, insurance, and financial advisory firms 
• EdTech: Scalable solutions for enrollment teams, student support, and alumni engagement 
• Retail: Omnichannel customer service for e-commerce and brick-and-mortar operations 
• Healthcare: Cloud-based solutions for patient engagement and telehealth support 
• Professional Services: Flexible contact center solutions for consulting, legal, and accounting firms 

Why Acefone Beats Avaya:  

Where Avaya forces you to commit to 200 seats and navigate complex add-on pricing, Acefone lets you start small and scale strategically. You get enterprise features like AI assistance, omnichannel interactions, and advanced analytics.

2. Exotel

G2 Rating: 4.5/5 stars 

Exotel stands out as one of India’s leading cloud-based communication platforms, serving over 7,000+ businesses and processing billions of customer interactions annually.  

Founded in 2011, Exotel has established itself as a reliable lik top Avaya alternatives, particularly for organizations operating in Asia-Pacific markets. The platform delivers a comprehensive suite including contact center solutions, CPaaS (Communication Platform as a Service), and conversation intelligence. All this, built on a cloud-native architecture. 

Top Features: 

• Omnichannel Communication: Unified platform for voice, SMS, WhatsApp, and email 
• Smart Universal Routing: Skills-based, time-based, and AI-driven intelligent routing 
• Universal Agent Desktop: Single interface for handling all customer interactions 
• Powerful Dialers: Progressive, predictive, preview, and power dialing modes 
• Quality Management: Automated QM with call recording and monitoring 
• Custom Integrations: Standard CRM integrations plus in-house system connectivity 

Key Benefits: 

• 99.99% Uptime Guarantee: Patented monitoring system with backup routes for reliability 
• Flexible Deployment: Options for private cloud, public cloud, hybrid, or on-premises 
• 24/7 Direct Support: No third-party dependencies for technical assistance 
• Scalable Pricing: Slab-based pricing for different sized teams 

Pricing: 

• Essential Plan: Starting from $70/user/month 
• Advanced Plan: Starting from $100/user/month 
• Enterprise Plan: Custom pricing 

Best For: 

• Emerging Markets: Companies operating primarily in the Asia-Pacific regions 
• Regional Operations: Businesses requiring local language support and regional integrations 
• Flexible Deployment Needs: Organizations wanting choice between cloud and on-premises solutions 

3. 8×8 Contact Center 

G2 Rating: 4.1/5 stars 

8×8 provides a cloud-based customer interaction management platform combining voice, video, chat, and contact center capabilities under one roof. As a publicly traded company with global infrastructure, 8×8 offers enterprise reliability with built-in redundancy and carrier-grade voice quality. 

Top Features: 

• Real-Time Analytics Dashboard: Monitor agent productivity and customer satisfaction metrics 
• Gen-AI Self-Service: Automated chatbots and virtual agent technology 
• Native Integrations: Salesforce, Zendesk, Microsoft Teams 
• IVR and ACD: Intelligent routing to match customers with best-fit agents 

Key Benefits: 

• Strong global presence with data centers across six continents 
• Unified communications and contact center in single platform 
• Quality video conferencing capabilities 

Pricing:

Custom pricing (contact for quote) 

Best For: 

• Healthcare: Telehealth integration and patient engagement 
• Retail: Omnichannel customer support for e-commerce 
• Professional Services: Integrated communication for remote teams

4. Dialpad

G2 Rating:  4.4/5 stars 

Dialpad positions itself as an AI-native communications platform with proprietary Voice Intelligence technology built on billions of minutes of business conversations. The platform combines business phones, video meetings, and contact center functionality with AI-powered conversation analytics. 

However, Dialpad’s reporting is limited, requiring dedicated analysts to decode the data. Real-time agent monitoring is delayed and cumbersome. With slow retrieval of transcripts and recordings causing call delays and queue backups.  

The system’s unique structure complicates skill-based oversight and KPI tracking. Additionally, Dialpad lacks PCI compliance for IVRs and has no reporting for email or chat. 

Top Features: 

• AI CSAT: Infers customer satisfaction scores from 100% of calls using sentiment analysis 
• Real-Time Assist Cards: Dynamic suggestions and knowledge base prompts during live calls 
• Voice Intelligence: Automated transcription, call summaries, and action item extraction 
• CRM Screen Pops: AI-powered caller information displays in Salesforce and HubSpot 

Key Benefits: 

• Cloud-native architecture with rapid feature releases 
• Excellent AI capabilities for coaching and quality assurance 
• User-friendly interface with minimal training required 

Pricing:

UCaaS starts at $60/user/month 

Best For: 

• Tech Industries: Developer-friendly APIs and integrations 
• Professional Services: Sales and support team collaboration 
• EdTech: Remote learning support and student services 

5. Genesys Cloud CX 

G2 Rating:  4.4/5 stars 

Genesys Cloud CX represents a mature, feature-rich contact center solution designed for large enterprises. With strong AI investments and extensive customization options, Genesys serves teams with complex operational requirements. 

Top Features: 

• Omnichannel Orchestration: Seamless customer journey across channels 
• Workforce Engagement: Forecasting, scheduling, and quality management suite 
• AI-Powered Automation: Predictive routing and chatbot builder 
• Open APIs: Extensive customization and integration capabilities 

Key Benefits: 

• Robust enterprise-grade platform with proven scalability 
• Strong analytics and reporting capabilities 
• Comprehensive workforce optimization tools 

Pricing:

Starting at $75/user/month 

Best For: 

• BFSI: Large financial institutions with complex compliance needs 
• Healthcare: Multi-location health systems 
• Retail: Large-scale e-commerce operations 

6. Aircall

G2 Rating:  4.4/5 stars 

Aircall offers a cloud-based VoIP phone system with all the basic contact center features.  It is designed primarily for sales and support teams in small to mid-sized businesses. The platform emphasizes simplicity and quick deployment over advanced enterprise features. 

Top Features: 

• Shared Call Inbox: Team-based call management and commenting 
• 100+ Integrations: Connects with Salesforce, Slack, HubSpot, Intercom 
• Call Recording and Transcription: AI-generated summaries and sentiment analysis 
• Mobile Responsiveness: Full feature access on smartphone devices 

Key Benefits: 

• Quick setup (under 24 hours for most deployments) 
• Intuitive interface requiring minimal training 
• Strong CRM integration ecosystem 

Pricing: 

• Essentials: $30/user/month 
• Professional: $50/user/month 

Best For: 

• Professional Services: Small consulting and agency teams 
• EdTech: Student admissions and support teams 
• Retail: SMB customer service operations 

7. CallHippo

G2 Rating:  4.4/5 stars 

CallHippo provides cloud-based VoIP services with virtual phone numbers in 50+ countries, focusing on ease of use and international calling capabilities for distributed teams. 

Top Features: 

• Global Virtual Numbers: Local presence in 50+ countries 
• IVR and Call Routing: Basic automated attendant capabilities 
• Call Analytics: Performance dashboards and agent productivity metrics 
• Browser-Based Calling: Chrome extension for click-to-call 

Key Benefits: 

• Affordable international calling rates 
• No hardware requirements 
• Quick deployment for remote teams 

Pricing: 

• Starter plan: $18/user/month 
• Professional plan: $30/user/month 
• Ultimate plan: $42/user/month 

Best For: 

• Professional Services: International consulting firms 
• Retail: Cross-border e-commerce support 

8. Vonage (Now a part of Ericsson)

G2 Rating:  4.3/5 stars 

Vonage, now owned by Ericsson, combines unified communications with Communications Platform as a Service (CPaaS) capabilities, allowing businesses to embed voice, video, and messaging into custom applications. 

Top Features: 

• Unified Communications: Voice, video, messaging, and collaboration 
• CPaaS APIs: Programmable communications for developers 
• Video Conferencing: Support for up to 200 participants 
• Auto-Routing: Intelligent call distribution based on availability 

Key Benefits: 

• Strong API capabilities for custom development 
• Flexibility for businesses building proprietary solutions 
• Enterprise-grade security and compliance 

Pricing: 

• Mobile plan: $19.99/user/month 
• Premium plan: $20.99/user/month 
• Advanced: $34.99/user/month 
• Contact center pricing requires custom quote 

Best For: 

• Technology: Companies building custom communication experiences 
• Healthcare: Developers integrating telehealth into existing platforms 

Which Avaya Alternative is Right for You?   

Before selecting a solution provider, ask yourself these three critical questions: 

1. Can we afford to wait 3-6 months for deployment? Every day on a legacy platform costs you in agent productivity and customer satisfaction. 
2. Do we want to commit to hundreds of seats we might not need? Your contact center should scale with your business, not force artificial growth targets. 
3. Are we willing to accept a platform built on partnerships rather than native technology? Integrated solutions outperform bolted-together partnerships every time. 

If you answered “no” to any of these questions, it’s time to consider Acefone. 

When comparing Acefone directly to the competitive landscape, several differentiators emerge that make it the superior choice for sales and support leaders: 

The Competitive Advantage 

Versus Exotel: While Exotel excels in Asia-Pacific markets, Acefone offers superior global reach and more competitive pricing. Exotel’s $70-100/user/month pricing makes it expensive for growing teams, while Acefone’s flexible pay-as-you-go model scales with your needs. 

Versus Premium Players (Genesys, 8×8): These platforms offer robust features but at premium prices ($75+/month). Acefone delivers comparable enterprise capabilities like omnichannel communication, advanced analytics, and AI-powered automation. All this, without the enterprise price tag. 

Versus AI Leaders (Dialpad): While Dialpad scores high for AI capabilities, its limited reporting, delayed real-time monitoring, and lack of PCI compliance for IVRs create operational challenges. Acefone provides comprehensive AI features plus the reporting depth and compliance standards that enterprise teams require. 

Versus Budget Options (CallHippo, Vonage): These platforms offer attractive pricing but lack the sophisticated contact center features like real-time voice streaming and WhatsApp Business calling. Acefone provides all these features and more at competitive prices. 

The Bottom Line 

The future of contact center technology isn’t about legacy infrastructure and enterprise minimums. Instead, it’s about cloud-native platforms that scale with your ambition, not against it. Acefone represents that future: powerful, flexible, and built for teams that refuse to compromise. 

Whether you’re a 10-person support team or a 1,000-agent operation, Acefone provides the tools, flexibility, and support you need to deliver exceptional customer experiences.