Avaya Infinity Platform vs NovelVox Unified Agent Desktop comparison

Avaya and NovelVox are both solutions in the Contact Center Platforms category. Avaya is ranked #5 with an average rating of 9.0, while NovelVox is ranked #21. Avaya holds a 8.8% mindshare in CCP, compared to NovelVox’s 0.5% mindshare. Additionally, 100% of Avaya users are willing to recommend the solution.

Avaya Infinity Platform

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480 Comparison Views

100% willing to recommend

NovelVox Unified Agent Desktop

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72 Comparison Views

Avaya Infinity Platform

NovelVox Unified Agent Desktop

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Executive SummaryUpdated on Aug 11, 2025

Avaya Infinity Platform and NovelVox Unified Agent Desktop compete in the customer engagement space. Avaya Infinity Platform outperforms with advanced integration capabilities and support mechanisms, while NovelVox Unified Agent Desktop excels with customization and adaptability.

Features: Avaya Infinity Platform provides seamless integration with existing systems, real-time analytics, and robust security features, suitable for complex enterprise environments. NovelVox Unified Agent Desktop features a highly customizable interface, a unified workspace for agents, and enhanced productivity and flexibility. Avaya is notable for integration, and NovelVox for customization, ideal for organizations prioritizing adaptability.

Ease of Deployment and Customer Service: Avaya Infinity Platform's comprehensive deployment model and extensive customer support resources make it easy for organizations with existing infrastructure to upgrade. NovelVox Unified Agent Desktop offers an intuitive implementation process and exceptional service, ensuring minimal disruption during deployment. NovelVox's easier deployment process can appeal to firms seeking quick integration and minimal downtime.

Pricing and ROI: Avaya Infinity Platform generally requires a higher initial investment, reflecting its enterprise-grade capabilities with promises of significant returns over time. NovelVox Unified Agent Desktop is more cost-effective, offering solid ROI through its pricing model balanced with robust features. While Avaya offers strong long-term returns, NovelVox presents a budget-friendly option with fast ROI realization.

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Contact Center Platforms

August 2025

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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)

NovelVox Unified Agent Desktop

Ranking in Contact Center Platforms

21st

Average Rating

0.0

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of August 2025, in the Contact Center Platforms category, the mindshare of Avaya Infinity Platform is 8.8%, up from 5.5% compared to the previous year. The mindshare of NovelVox Unified Agent Desktop is 0.5%, down from 0.8% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Contact Center Platforms Market Share Distribution
Product	Market Share (%)
Avaya Infinity Platform	8.8%
NovelVox Unified Agent Desktop	0.5%
Other	90.7%

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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Top Industries

By visitors reading reviews

Manufacturing Company

15%

Financial Services Firm

13%

Insurance Company

10%

Comms Service Provider

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

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.

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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...

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

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Comparisons

Genesys Cloud CX vs Avaya Infinity Platform

Compared 31% of the time

Amazon Connect vs Avaya Infinity Platform

Compared 20% of the time

InterDialog Unified Contact Center vs Avaya Infinity Platform

Compared 12% of the time

Five9 vs Avaya Infinity Platform

Compared 11% of the time

Cisco Finesse vs Avaya Infinity Platform

Compared 9% of the time

More Avaya Infinity Platform Competitors

No data available

Product Reports

Buyer's Guide

Contact Center Platforms

August 2025

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Buyer's Guide

Contact Center Platforms

August 2025

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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

This LIVE demo focuses on how NovelVox Agent Desktop can be optimized to your exact business requirements. How to set up different screens for different call types and how to optimize agent performance. Find out about:

Agent Desktop Optimization
Agent Desktop Screen ‘flipping’
Supervisor interaction
3rd Party Application Integration

NovelVox

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

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August 2025

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