AvayaEnterprise CX orchestration with open AI and data
vs
FreshworksAI-powered, unified service operations platform
Comparison · Contact Center · weekly run Nov 3
Avaya vs Freshworks
Which one do AI engines recommend, and how do they differ on price, fit and features?
The short answer
Freshworks is the stronger AI pick in Contact Center: it has a visibility score of 6.5 versus 3.2 for Avaya.
Choose Avaya if…
- You need a self-hosted or on-premises option
- You need PCI or HIPAA or SOC 2 or ISO 27017 or ISO 27018 or FedRAMP Moderate or DoD IL4 High coverage
- Market leader in on-premises contact centers
- 36.3% of global revenue in 2025 for traditional contact centers
Choose Freshworks if…
- You want the brand AI engines rank higher (6.5 vs 3.2)
- AI answers describe it more positively (26% vs 20% positive)
- You need SOC 2 Type II or ISO 27701 or PCI DSS coverage
- Affordable pricing and good value
AI visibility side by side
Latest weekly run · Nov 3
| Metric | Avaya | Freshworks |
|---|---|---|
| Visibility score | 3.2% | 6.5% |
| Change vs last week | up+1.2% | down−1.6% |
| Rank in Contact Center | #25 | #20 |
| Share of voice | 1% | 2.2% |
| Mentions this run | 6 | 12 |
| Positive in AI answers | 20% | 26% |
The stronger value in each row is marked with a ✓.
Visibility score trend
Weekly runs over the last 60 days
Avaya +1.2000000000000002pp · Freshworks +0.09999999999999964pp over 1 weekly runs.
Engine by engine
Freshworks leads on 3 of 3 engines
ChatGPT
AI Mode
Perplexity
AvayaFreshworks
Head to head in AI answers
0 engine answers name both brands
0Avaya ranked higher
0Freshworks ranked higher
Features, pricing & fit
| Dimension | Avaya | Freshworks |
|---|---|---|
| Deployment | Cloud, hybrid or on-premises | Cloud |
| Compliance | PCI, HIPAA, SOC 2, ISO 27001, ISO 27017, ISO 27018, FedRAMP Moderate, DoD IL4 High | SOC 2 Type II, ISO 27001, ISO 27701, PCI DSS |
| Founded | 2000 | 2010 |
| Headquarters | Morristown, New Jersey, USA | San Mateo, California, United States |
| Employees | 5,000+ | 5,000+ |
| Funding | Chapter 11 emergence, owned by former creditors | IPO |
| Best for | Large enterprises and government agencies | — |
Pros and cons
Themes from the AI answers that mention each brand
Avaya
- Market leader in on-premises contact centers
- 36.3% of global revenue in 2025 for traditional contact centers
- Still a major player in traditional contact centers
Freshworks
- Affordable pricing and good value
- Free tier or free trial available
- Intuitive, easy-to-use interface
- Fast deployment and quick time-to-value
- Strong AI and automation features
- Per-minute charges for advanced calling features
Data collected ·ChatGPT, Perplexity, Google AI Mode·coverage 98.8%·next run
Cite as: SlateIndex, “Avaya vs Freshworks”, https://slateindex.ai/compare/avaya-vs-freshworks, data of Nov 3, 2026. Licence: CC BY 4.0.