Lumen Contact Center vs. Avaya Contact Center
A side-by-side comparison based on G2 review data.
| Metric | Lumen Contact Center | Avaya Contact Center |
|---|---|---|
| Overall rating | 4.2 | 4.1 |
| Review count | 13 | 189 |
| Ease of use | 9.2 | 8.7 |
| Ease of setup | 7.9 | 8.1 |
| Quality of support | 8.6 | 8.5 |
| Meets requirements | 8.3 | 8.9 |
| NPS | 46.153846 | 39.130435 |
| Small Business | 38.5% | 16.0% |
| Mid-Market | 38.5% | 33.5% |
| Enterprise | 23.1% | 50.5% |
| Total page views | 46 | 610 |
| Total LLM citations | 106 | 1,550 |
Lumen Contact Center
CenturyLink© Contact Center Solutions offer cloud- and network-based services that provide flexibility, scalability, and low TCO, as well as a robust feature-functionality set that delivers an excellent customer experience. Call Routing: Intelligent Pre-Route (IPR) Reduce call transfers and costly reroutes with Intelligent Pre-Route (IPR), a CenturyLink network-hosted application that integrates with Cisco Intelligent Call Manager (ICM). IPR routes calls to the appropriate destination directly from the Toll Free Network.
- Ease of Use
- CRM Integration
- Intuitive
- Easy Implementation
- Call Recording
- Helpful
Avaya Contact Center
Avaya Contact Center is delivered through Avaya Infinity, a cloud-native platform designed to orchestrate seamless customer experiences across all channels. Built on a modern microservices architecture with open AI orchestration, Avaya Infinity enables organizations to intelligently manage voice, digital, email, and messaging interactions. It provides dynamic routing, AI-powered automation, and real-time orchestration—with the unique flexibility to deploy fully in the cloud, on-premises, or in a hybrid environment.
- Calling Features
- Features
- Connectivity
- Analytics
- Ease of Use
- Call Quality