Avaya Infinity Platform vs TalkDesk comparison

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Avaya Infinity Platform

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Executive SummaryUpdated on Aug 11, 2025

Avaya Infinity Platform and TalkDesk compete in the contact center solutions space. TalkDesk seems to have the upper hand due to its advanced AI tools and omnichannel support.

Features: Avaya Infinity Platform provides robust integration capability with wide communication channels, reliability, and versatility for enterprises. TalkDesk offers advanced AI tools, omnichannel support, and innovative customer engagement options.

Ease of Deployment and Customer Service: Avaya Infinity Platform is noted for its simpler deployment processes and extensive support services. TalkDesk offers rapid cloud deployment for seamless scaling and proactive customer support.

Pricing and ROI: Avaya Infinity Platform has competitive upfront pricing and promises strong ROI through reliable performance and lower long-term costs. TalkDesk may require a higher initial investment but delivers significant ROI via feature-rich offerings that support business growth.

To learn more, read our detailed Avaya Infinity Platform vs. TalkDesk Report (Updated: September 2025).

Avaya Infinity Platform vs. TalkDesk

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Helped 869,566 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Avaya Infinity Platform

Ranking in Contact Center Platforms

5th

Average Rating

9.6

Reviews Sentiment

8.6

Number of Reviews

Ranking in other categories

Communications Platform as a Service (CPaaS) (5th)

TalkDesk

Ranking in Contact Center Platforms

4th

Average Rating

8.4

Reviews Sentiment

7.1

Number of Reviews

Ranking in other categories

Contact Center as a Service (CCaaS) (5th)

Mindshare comparison

As of October 2025, in the Contact Center Platforms category, the mindshare of Avaya Infinity Platform is 7.9%, up from 5.5% compared to the previous year. The mindshare of TalkDesk is 4.1%, up from 3.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Contact Center Platforms Market Share Distribution
Product	Market Share (%)
TalkDesk	4.1%
Avaya Infinity Platform	7.9%
Other	88.0%

Contact Center Platforms

Featured Reviews

Abeer ELADAWY

Deputy Senior Manager, Customer Interaction Management at DEWA

Provides omnichannel AI features and has good routing capabilities

The routing capabilities are excellent. We have priority routing set up for VIP customers, disabled customers, and those with special needs, ensuring they receive prompt and efficient service. We have implemented a use case where AI helps when a customer calls and says, "My bill is high." The AI searches the customer's profile to check if the high consumption is real or just a misunderstanding. If it is high, the AI creates a notification for the backend to check the issue. The system automatically generates the bill and the notification for the agent, who then views and either submits or rejects the notification. I recommend using the solution for all the features I have mentioned before, including the excellent AI experience, omnichannel, self-service, and customer journey features. I rate it a nine.

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Vítor Hugo Pacheco

Head Of Telemarketing at Goldenergy

Simple to manage workflow and inbound flow and easy learning curve

I like the simplicity of managing a flow, mostly inbound. It's the most powerful feature in TalkDesk. From the user's point of view, there's no need for a softphone or TIP phone. The solution is very seamless. We use AI with a custom solution outside of TalkDesk. It is very simple to learn how to use TalkDesk. If you are in a managing position, you have the academy. Within one or two days, you are trained to work as a system manager.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"It's scalable, it's fast, and it is very robust."

"The technical support services are good."

"I believe it is a great return because our last solution did not have this strict relationship."

"The solution's most valuable feature is its calling feature. It is very stable for outbound calls, and the tool's call routing feature is efficient. We integrated it with Zendesk. I answered the calls in my queue and transferred the ones that were for escalation. TalkDesk is very user-friendly."

"The tool is similar to RingCentral. It automatically integrates with your systems, so you can make calls directly from Teams instead of making calls with the TalkDesk application. It also has sentiment analytics features, similar to AI features, where you can analyze the tone of the person you're speaking with, determining if they are angry or happy. You can pull back data and analyze it on a separate system."

"The solution is quite user-friendly."

"The initial setup was straightforward."

"The most valuable feature of the solution is its ease of use."

"With TalkDesk, you can use add-ons, like extensions, from another application. TalkDesk allowed us to leverage metrics and analyze long calls using additional add-ons. I remember using Observe.AI, which was a game-changer for our project involving governmental information."

"TalkDesk enhanced customer service with AI."

More TalkDesk pros

Cons

"The solution should be more flexible on-premises. We are currently on-premises and looking to move to the cloud."

"Its scalability means that it is not a simple 'install and forget' setup."

"There were two big issues, but in a general statement, it is a stable tool."

"One area of improvement is the customization options for cloud storage."

"The solution's reporting feature is sometimes delayed and could be improved."

"The drawback of the tool revolves around the fact that I see it is very slow when loading the pages."

"One area for improvement in TalkDesk is its graphical environment, which doesn't allow for customized placement of icons or separate pages, making it challenging to organize and maintain complex applications. Additionally, for IVR applications, it lacks certain features like default inter-digit timeout settings or overall prompt timeout settings, which are common in other products. I also faced challenge was with call logging, as the system didn't perform well in retrieving and playing back call audio during development, although this might have been due to our specific setup or data volume."

"Inbound calls are shaky, especially if your internet speed is not high. It happens because of the internet bandwidth. The solution must be stable for regions with slow internet speeds, such as South Africa, Nigeria, and Kenya. It is because Africa doesn't have a good internet infrastructure."

"The product must automate certain features so the agents do not have to do things manually."

"The solution lacks some features for outbound campaigns compared to other providers."

More TalkDesk cons

Pricing and Cost Advice

"Avaya Contact Center solutions might not be the cheapest solution available (but you certainly get what you pay for)."

"TalkDesk's pricing is with the investment."

"If we need less number of licenses, the pricing will be high."

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Top Industries

By visitors reading reviews

Manufacturing Company

16%

Financial Services Firm

12%

Insurance Company

10%

Comms Service Provider

Computer Software Company

15%

Retailer

10%

Manufacturing Company

Energy/Utilities Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

By reviewers
Company Size	Count
Small Business	4
Midsize Enterprise	4
Large Enterprise	4

Questions from the Community

What needs improvement with Avaya IX Contact Center?

The solution should be more flexible on-premises. We are currently on-premises and looking to move to the cloud.

What is your primary use case for Avaya IX Contact Center?

The platform is a comprehensive contact center. It encompasses all the channels, including email, chat, voice, outbound, quality management, and workforce management. It provides everything a conta...

What advice do you have for others considering Avaya IX Contact Center?

What is your experience regarding pricing and costs for TalkDesk?

We do not have a point of comparison, but in general, I consider it a fair price.

What needs improvement with TalkDesk?

For startups, TalkDesk is a good solution because it offers basic functionality without too many customizable options, such as the dialer. It has a basic dialer and agentless dialer, but customizat...

What is your primary use case for TalkDesk?

We mainly use TalkDesk for inbound calls, dialers, SMS, and other digital solutions. We also use it for quality management and recording solutions.

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Product Reports

Contact Center Platforms

Download Avaya Infinity Platform product report

Download TalkDesk product report

Also Known As

Avaya IX Contact Center, Avaya Call Center, Avaya Intelligent Xperiences Contact Center , Avaya OneCloud

No data available

Overview

Avaya Infinity Platform offers a unified communication and collaboration experience tailored for businesses. It integrates various technologies to enhance enterprise operations, ensuring seamless interactions and processes.

Designed for organizations seeking to improve communication and collaboration, Avaya Infinity Platform consolidates multiple functionalities into one. It supports voice, video, messaging, and conferencing tools, all aimed at enhancing team and customer interactions. Its robust framework allows companies to streamline processes, reducing inefficiencies while promoting effective communication. Avaya Infinity Platform adapts to different business environments, transforming communication strategies to achieve cloud-based and on-premise goals.

What are the key features of Avaya Infinity Platform?

Unified Communication: Integrates voice, video, and messaging for seamless interactions.
Scalability: Adapts to business growth with flexible capacity expansion.
AI Integration: Utilizes AI for enhanced analytics and decision-making.
Cross-Platform Support: Compatible across different devices for versatile use.
Security Protocols: Advanced measures to protect data and communication integrity.

What benefits and ROI should you expect from Avaya Infinity Platform?

Enhanced Efficiency: Streamlines communication, reducing delays and improving outcomes.
Cost Reduction: Optimizes resource allocation, further minimizing operational expenses.
Improved Collaboration: Facilitates teamwork through versatile tools and integrations.
Scalable Solutions: Provides growth options without significant infrastructure changes.

Avaya Infinity Platform is effectively utilized in industries like finance, healthcare, and education. In finance, it enhances secure client communication. Healthcare benefits from real-time video consultations and collaborative decision-making. Education uses it to offer remote learning and virtual classrooms. Its adaptability to diverse industry requirements enables customized implementations that drive meaningful improvements.

Avaya

TalkDesk, an advanced Cloud Contact Center Platform, revolutionizes customer service operations through its omnichannel capabilities. It seamlessly integrates with businesses' internal systems, enabling efficient management of customer interactions across phone, email, SMS, and social media. By identifying existing customers and leveraging custom objects, TalkDesk enhances agent efficiency and automates interaction data integration.

TalkDesk offers a suite of essential features for robust contact center functionality. Queue management, voicemail, click-to-call, call forwarding, local caller ID, and comprehensive analytics ensure efficient query management and improved customer satisfaction.

Additional features to emphasize:

TalkDesk's compatibility with popular CRM systems and live chat tools enhances team performance and workflow cohesion.
TalkDesk's customer experience analytics include sentiment analysis and visually appealing dashboards to provide deep insights into customer emotions and trends, enhancing businesses' understanding and response to customer needs.
TalkDesk's automated workflows and direct ticket creation within the interface streamline operations further.
Finally, TalkDesk's AI-driven tools optimize call routing, provide detailed analytics, and assist in agent coaching, elevating the quality of customer interactions.

Additionally, TalkDesk's focus extends to quality and workforce management, providing tools for assessing agent performance and recommending improvements. Features like voice and screen recording, time-stamped comments, and gamified metrics offer valuable insights for performance enhancement.

The mobile app Talkdesk Conversations, available for iOS and Android, extends platform functionality for remote teams. It includes call placement, recording, and CRM connectivity features, ensuring uninterrupted customer service. However, the app has garnered limited reviews and ratings on mobile app stores.

In summary, TalkDesk is a comprehensive, AI-enhanced, and highly integrative solution for businesses seeking to optimize customer service and agent management. With its range of features catering to various customer service aspects, TalkDesk is a good contact center platform to consider.

Sample Customers

RSA Medical, MOBITECHS, Capita IT Services, Pan Pacific Hotels Group, Maccabi Healthcare Services, SR Technics, Hampshire County Council, Severn Trent Water, SMECO, nTelos

Anki, Beautylish, Chic by Choice, Uniplaces, Box, Dropbox, Caviar, Prezi, Edmunds, Vaniday, Wahoo Fitness, Surveypal, Whistle, ZipRecruiter

Avaya Infinity Platform vs. TalkDesk