Dialpad Connect vs. Avaya Cloud Office

How are Dialpad and Avaya Cloud Office different?

Avaya has its roots as an on-premises communications solution, but now both Dialpad and Avaya offer cloud-based unified communications (UCaaS) platforms. These platforms come with a wide range of features that can help businesses keep connected with their employees and customers.

That said, while they share many similarities, Dialpad Connect and Avaya Cloud Office do differ in a few key areas.

Industry-leading AI

Having analyzed over five billion minutes of proprietary voice and messaging data, Dialpad Ai is purpose-built for business conversations. And not only can it transcribe your voice and video calls in real time, Dialpad Ai also integrates with ChatGPT to automatically generate a call summary with a short recap in natural language after every meeting:

Beyond that, Dialpad Ai can also...

• Transcribe calls and video meetings in real time

• Track how often important keywords and topics come up on customer calls, like key questions, competitor mentions, product problems, sentiment changes, and action items

• Give you conversational AI on your website to help deflect calls

• Provide real-time assists to agents and sales reps when tricky questions come up to guide them through answers:

Ease of use

Dialpad is easy to set up (just one app on your device), easy to use (no switching between multiple screens or apps), and easy to deploy (just send users a download link).

With a highly intuitive user interface, anybody can start making phone calls and having video meetings in minutes. Everything is right there where you expect it, so you can focus on the conversation at hand.

Integrations with productivity tools

You don’t have to give up your favorite apps when you use Dialpad. It has integrations with a wide range of major apps like Zendesk and HubSpot, and even industry-specific apps like Playvox and Clio.

Want to build a custom integration? You can do that too with Dialpad's open API.

Reliability of service

Many businesses strive for 99.9% uptime. It sounds good, but even that can mean being offline for as many as 8 hours a year or 43 minutes a month—and that’s if they stay true to their 99.9% uptime target in the first place. This can be an eternity in fast-paced contact center environments, where every minute counts.

Dialpad’s Enterprise plan comes with a 100% uptime guarantee thanks to an innovative and modern backend infrastructure. Plus, you aren’t bound to a single server within a given data center.

This translates to better call quality for you and your customers, and next-to-zero downtime for your phone system—even when Dialpad is running software updates. But don't just take our word for it:

Setup time

One of the biggest advantages of a cloud-based communications platform is that it can be set up in a fraction of the time as a traditional PBX system. No wires, no cables, and no ripping out the drywall.

Dialpad’s deployment is quick, simple, and as smooth as butter. It doesn’t take months or weeks to set up our business phone solution. Check out how Fenway Health and Education First did it.

And you don’t have to burden the IT department with the task of deployment, either. Dialpad offers multiple self-service options, so that you can set your organization up quickly without getting bottlenecked by support.

Experience with digital and cloud solutions

Although Avaya is a recognized name in the on-premises communications space, their shift to cloud solutions is a fairly recent development. Their partnership with RingCentral was announced in 2019.¹ Avaya Cloud was made available to the general public in 2020², and only expanded to a global presence in 2022.³

Dialpad has been offering digital communications solutions since 2012 and has invested a significant amount of time, money, and effort into building a full-featured, cloud-based unified communications and contact center platform in-house, which includes advanced AI, video conferencing, and integration with the most popular apps and tools.

Depth of unified communications

The measure of a unified communications platform is how well it combines different features like SMS and MMS, video conferencing, and workforce management, and how optimized it is to function in a cloud environment.

Dialpad accomplishes all this and more. It’s a true unified communications platform that integrates all of the above and throws in powerful Ai-driven features like sentiment analysis, real-time transcription, IVR routing, and agent assistance. Dialpad also functions seamlessly as a contact center communications platform as well, with all features available from a single app (whether Windows desktop, iOS or Android) or your browser.

It is difficult to gauge how holistic the Avaya Cloud Office platform is. They’ve partnered with RingCentral to supply UCaaS functionality, while Avaya supplies phones, service and migration.⁴ Their website doesn’t make it clear if their UCaaS and CCaaS products are actually integrated the way Dialpad's is.

* avaya.com/en/products/ucaas/cloud-office-pricing/

** avaya.com/en/about-avaya/newsroom/pr-us-210127/

¹forbes.com/sites/robertdefrancesco/2020/01/27/ringcentral-stock-gains-54-in-four-months-on-new-avaya-partnership/?sh=5831a93f3913

²businesswire.com/news/home/20200331005137/en/Avaya-and-RingCentral-Announce-Avaya-Cloud-Office-is-Now-Generally-Available-to-Meet-Growing-Global-Need-to-Work-Meet-and-Collaborate-From-Anywhere-on-Any-Device

³businesswire.com/news/home/20210608005311/en/Avaya-Cloud-Office%E2%84%A2-Offers-New-Features-Enhancing-Cloud-Communications-for-Global-Businesses-Going-Forward-to-the-New-World-of-Hybrid-Work

⁴avaya.com/en/about-avaya/newsroom/pr-us-200203b/