Avaya Contact Center: Use-Cases, Insights and Reviews | 2025 Cuspera

G-Star RAW used Avaya Cloud Office to replace old phone systems. The company unified employee and customer communications across global locations. The new cloud-based platform cut IT costs and reduce...d the need for hardware. G-Star's IT team now spends less time on support. The solution improved brand reputation with reliable customer support. Employees switched easily to softphones, boosting productivity and satisfaction.
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Avaya Infinity Platform helped Edenor transform its call center into an omnichannel contact center. Edenor now manages 5.5 million calls, 200,000 social media messages, and 80,000 emails each year. T...he solution improved call segmentation and reduced average handle time. Self-managed services increased by 19 percent. Customer satisfaction reached 82 percent. Avaya unified voice and digital channels for a better customer experience.
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Avaya Infinity Platform helped Dubai Roads and Transport Authority build a modern contact center. The new solution improved customer satisfaction by 50%. The contact center now handles over 20,000 ca...lls per week. Avaya delivered a turnkey solution, including consultancy, deployment, and agent training. The project reduced risk of downtime and improved public service for Dubai's fast-growing population.
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C3i Solutions used Avaya's contact center platform to replace six separate systems with one global solution. The company supports over 35 million omnichannel interactions each year for 150+ clients i...n 175 countries. Avaya enabled C3i Solutions to offer flexible, integrated services like Mobile IVR and co-browsing. The new platform reduced IT complexity, saved power, and improved agent training. C3i Solutions gained a competitive edge and faster deployment for its business process outsourcing clients.
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Avaya Infinity Platform helped アフラック (Aflac) improve customer and employee experience. The company wanted to reduce stress for customers and staff, make insurance processes easier, and support employ...ees with better tools. They set up a special team for cancer claims, shifted metrics to focus on customer ease, and used new technology like AI agent assist. In two years, customer ease scores rose 11%, average handling time dropped 15%, and agent tenure scores increased 10%. Customer satisfaction and loyalty also improved.
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Aflac used Avaya solutions to improve customer and employee experience in the insurance sector. The company wanted to reduce stress for clients and staff, simplify processes, and provide better servi...ce. Aflac formed specialized teams, changed performance metrics, and adopted new technology like AI-powered call routing. As a result, Aflac saw an 11-point increase in customer service ease, a 15% reduction in average handling time, and a 10-point rise in employee retention. Customer satisfaction and loyalty also improved.
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