Avaya Contact Center: Product updates, Customer stories, and Insights | 2026 Cuspera

Avaya's advanced contact center solutions helped GDIT transform its Medicare call center. GDIT reduced calls needing customer service rep help from 10,000 to 6,000-7,000 daily. IVR handle rates jumpe...d from 43% to 87%. The platform improved call management, data analytics, and cost efficiency. GDIT now delivers better service for Medicare patients and reduces agent burnout.
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Avaya Aura helped the New York Mets boost their guest experience at Citi Field. The Mets saw a 400% increase in conference call capacity and a 66% reduction in phone relocation time. Their contact ce...nter now handles 25,000 calls per week with advanced analytics for better staffing and service. Staff gained mobility features and instant messaging for better collaboration. Avaya's unified communications improved productivity and fan satisfaction.
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Avaya Cloud Office helped G-Star RAW move from old phone systems to a cloud-based UCaaS platform. The company unified communications for employees and customers, improving productivity and user satis...faction. G-Star RAW reduced IT workload and saved costs with a flexible monthly subscription. The switch caused almost no business disruption. The IT team now spends less time on hardware and maintenance.
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Avaya Cloud Office helped YMCA Victoria centralize communication for 5,000 staff and volunteers. The not-for-profit faced challenges with multiple inherited systems after expanding to over 150 sites.... The new cloud platform unified collaboration, reduced administrative work, and improved staff responsiveness with features like single sign on. Staff can now work from anywhere, ensuring uninterrupted community services even during lockdowns. The solution also lowered operational costs and boosted productivity.
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Aflac used Avaya solutions to improve customer and employee experiences in the insurance sector. The company focused on empathy and innovation to reduce stress for clients and staff. Aflac created sp...ecialized teams, shifted to customer-focused metrics, and used new technologies like Avaya AI Agent Assist. Results included an 11-point increase in customer ease-of-use, a 15% reduction in handling time, and a 10-point rise in agent retention. Customer satisfaction and loyalty also improved.
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Atento used Avaya's cloud and AI solutions to improve customer experience and efficiency. They faced challenges with scalability, standardization, and innovation across 16 countries. Avaya provided a... unified platform with AI, automation, and analytics. Atento achieved 60% call deflection in self-service and a 5% improvement in service quality. The partnership helped Atento deliver more personalized interactions and reduce costs.
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