Avaya Contact Center Overview

Avaya-contact-center expertise transforms customer experience objectives into measurable results. Avaya Experience Platform offers cloud-based contact solutions for organizational improvement.

Use Cases

Customers recommend Communication Management, Engagement Management, Channel Management, as the business use cases that they have been most satisfied with while using Avaya Contact Center.

Other use cases:

  • Touchpoint Management
  • Lifetime Value Management
  • Helpdesk Management
  • Contact List Management
  • Measuring Customer Satisfaction
  • Collaboration
  • Managing Social Media Account
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Business Priorities

Improve Efficiency and Increase Customer Life Time Value are the most popular business priorities that customers and associates have achieved using Avaya Contact Center.

Other priorities:

  • Acquire Customers
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Avaya Contact Center Use-Cases and Business Priorities: Customer Satisfaction Data

Avaya Contact Center works with different mediums / channels such as Phone Calls. and Promotions.

Peer review evidence (same sources as the product rating summary)

"...However, Avaya s main focus remains on telephony and the extensive management of communications through that channel...." Best call center software 2019
"...Amazing customer experiences are vital in driving engagements that promote higher customer lifetime value. ..." Contact Center & Customer Interaction Management Solutions
"...An empowered agent is one who s working with an easy view to all customer info and the ability to manage all digital channels...." Contact Center & Customer Interaction Management Solutions

Avaya Contact Center Customer wins, Customer success stories, Case studies

How can Avaya Contact Center optimize your Communication Management Workflow?

What benefits does Avaya Contact Center offer for Engagement Management?

11 buyers and buying teams have used Cuspera to assess how well Avaya Contact Center solved their business needs. Cuspera uses 111 insights from these buyers along with peer reviews, customer case studies, testimonials, expert blogs and vendor provided installation data to help you assess the fit for your specific business needs.

 

Johns Hopkins Health System (JHHS) - Hospital & Health Care - Hospital & Health Care

Avaya Experience Portal and CRM Connector helped Johns Hopkins Health System handle over 11,000 patient calls daily. Integration with EPIC EMR automated patient identification and gave agents instant... access to records. This improved call efficiency and enabled real-time patient satisfaction tracking. Communication between service reps and practices became faster. Identification and validation automation now matches 70% of incoming calls.

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Grupo Roelsa - Retail - Retail

Avaya Experience Platform helped Grupo Roelsa connect operations across four countries. The company integrated all customer service channels into one cloud-based platform. Operational efficiency and ...customer service quality improved by 95%. Agent effectiveness and customer satisfaction rose by 99%. Grupo Roelsa now delivers faster, more reliable support for retail and fast food clients.

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Atento - Professional Services - Professional Services

Atento used Avaya's AI, cloud, and automation solutions to unify customer processes across 17 countries. They improved customer delight scores by 22% and increased EBITDA by 5%. AI-driven automation ...reduced call handling times by 20% and agent attrition by 25%. Conversion rates rose by 65% with predictive analytics and self-service tools. Atento also saw a 60% call deflection in self-service and a 65% reduction in after-call work.

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Stadt Görlitz - Government Administration - Government Administration

Avaya IP Office helped Stadt Görlitz modernize its communications in just two weeks. The city needed a new phone system after its old maintenance contract ended suddenly. Avaya and partner Secutron s...et up a virtualized phone server and replaced 550 devices quickly. The new platform improved staff reachability and made phone services more flexible. Employees now use digital tools for calls, voicemail, and fax, saving time and costs.

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Rhön Park Hotel - Hospitality - Hospitality

Avaya replaced Rhön Park Hotel's old phone system with a modern unified communications platform. The hotel now has 50 SIP trunks and a 300 Mbit/s fiber line, ensuring high availability for guests and... staff. Avaya's solution improved reliability, added security features, and reduced response times during outages. The new system supports digital workflows, integrated guest services, and enables new offerings like video conferencing and streaming. Staff can now optimize call handling, leading to more bookings and better guest satisfaction.

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Swegon Germany GmbH - Manufacturing - Manufacturing

Swegon Germany GmbH used Avaya's private cloud and managed services to connect nine regional centers and support 200 workplaces with just two IT staff. The new IT infrastructure improved collaboratio...n across locations and reduced administration time. Employees can now access their work environment from anywhere, boosting flexibility. Videoconferencing with Avaya Scopia cut travel costs and improved knowledge sharing. The solution also increased customer satisfaction and made future growth easier.

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lightning

Peers used Avaya Contact Center for communication management and engagement management

Avaya Contact Center Features

  • Low
  • Medium
  • High
FEATURE RATINGS AND REVIEWS
AI Powered

3.82/5 ★

Read Reviews (9)
Analytics

4.12/5 ★

Read Reviews (14)
Custom Reports

3.89/5 ★

Read Reviews (11)
CAPABILITIES RATINGS AND REVIEWS
AI Powered

3.82/5 ★

Read Reviews (9)
Analytics

4.12/5 ★

Read Reviews (14)
Custom Reports

3.89/5 ★

Read Reviews (11)

Software Failure Risk Guidance

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for Avaya Contact Center

Top Failure Risks for Avaya Contact Center

Avaya LLC News

Product

Avaya Unveils the Zero-Downtime Nexus Communications Platform

Avaya has launched the Nexus Communications Platform, designed for zero-downtime in critical sectors like public safety and healthcare. This cloud-native platform integrates with existing hardware and supports Azure and Google Cloud, offering high-fidelity voice clarity and AI tools. It aims to modernize communications without costly infrastructure overhauls, ensuring security and compliance.

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Product

Avaya finds louder voice for mission-critical comms platform

Avaya has launched Nexus, a mission-critical voice platform designed for regulated industries like healthcare and public safety. Nexus offers high reliability, security, and integration with existing systems, supporting both cloud and on-premise environments. It aims to enhance AI-driven workflows and ensure zero downtime for critical communications.

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Product

Avaya Nexus a mission-critical voice platform for highly regulated ...

Avaya introduces Avaya Nexus, a voice platform tailored for high-security sectors like healthcare and finance. It offers robust security, high-fidelity voice, and cloud-native flexibility, addressing reliability and compliance needs. Avaya Nexus integrates with existing systems, supporting AI-driven features for enhanced communication.

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Product

Avaya Nexus Targets High-Stakes Industries with Zero-Downtime Voice

Avaya has launched Avaya NexusTM, a new voice platform designed for high-stakes industries like healthcare and financial services. It offers zero-downtime reliability and high-fidelity audio, addressing the needs for security and compliance in critical sectors. The platform supports hybrid deployment, integrating with existing systems to modernize without disruption. Avaya targets a niche market, leveraging its expertise in enterprise-grade voice communications.

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Avaya LLC Profile

Company Name

Avaya LLC

Company Website

https://www.avaya.com/en/

HQ Location

2605 Meridian Parkway Suite 200 Durham, North Carolina 27713, USA

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