Avaya Contact Center: Use Cases, Capabilities & Competitors

Avaya Infinity partners with avatarin Inc. to enhance customer experiences by integrating AI-powered social robots with Avaya's communication platform. Avatarin leverages Avaya's technology to modern...ize its ecosystem, ensuring seamless interaction across digital and physical environments. This collaboration supports avatarin's goal of creating 'One Intelligenceâ„¢,' combining AI and human expertise for improved customer service.
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Avaya Cloud Office helped MEVACO GmbH move from analog to cloud-based telephony. The company integrated its sales processes with Salesforce CRM, improving response times and centralizing communicatio...ns. MEVACO now manages up to 80% of customer requests online and supports 60 sales staff across 10 locations. The new system reduced maintenance costs and made onboarding easier. MEVACO also benefits from features like multilingual support and Microsoft 365 integration.
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G-Star RAW replaced its old phone systems with Avaya Cloud Office. The company unified communications for staff and customers across all locations. Employees switched from desk phones to softphones o...n laptops and mobiles. IT workload dropped, and costs went down with a flexible monthly subscription. There was almost no disruption during training. G-Star now enjoys reliable, always-updated cloud communications and better customer service.
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Avaya helped Atento transform customer experience using AI, automation, and cloud. Atento unified processes across 16 countries, improving efficiency and service quality. AI-driven self-service led t...o a 60% call deflection rate and a 5% service quality boost. Customer satisfaction scores rose by 22%, and conversion rates increased by 65%. Operational costs dropped, agent attrition fell by 25%, and company revenue more than doubled.
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Avaya helped Albuquerque Public Schools comply with the RAY BAUM law by enabling precise location data for emergency calls. The district upgraded to Avaya Experience Platform (AXP) Public Cloud, impr...oving call handling and reporting. This allowed staff to manage calls remotely and reduce wait times for parents. The new system increased safety and flexibility across 143 schools. Ongoing support from Avaya ACES ensures continued innovation and better communication for the school community.
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Aflac used Avaya solutions to improve customer and employee experiences. They focused on empathy and technology to help clients during stressful events like cancer diagnoses. Aflac created specialize...d teams and used automation and AI to simplify claims and support. In two years, customer ease-of-use scores rose by 11 points and handling time dropped by 15%. Employee retention for specialist agents increased by 10 points, boosting expertise and service quality.
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