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 helped Albuquerque Public Schools comply with the RAY BAUM law by improving emergency call location accuracy. The district upgraded its contact center to Avaya Experience Platform, enabling rem...ote call management and advanced reporting. This improved safety, reduced emergency response times, and enhanced parent satisfaction. APS can now scale its contact center and add digital channels as needed. The solution supports 143 schools and nearly 14,000 employees.
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Aflac used Avaya solutions to improve customer and employee experiences. They focused on empathy and technology to help clients during difficult times, like cancer diagnoses. Aflac increased customer... service ease by 11 points and cut average handling time by 15% in two years. Employee retention rose by 10 points, creating a more skilled team. Customer satisfaction and loyalty also improved, leading to more recommendations.
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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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