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

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Contact Center & Customer Interaction Management Solutions | Avaya

AI Powered

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.

Comprehensive Insights on Avaya Contact Center Use Cases

What Are the key features of Avaya Contact Center for Communication Management?

What benefits does Avaya Contact Center offer for Engagement Management?

7+ more Business Use Cases

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.

Case Studies

Hospital & Health Care

CASE STUDY Johns Hopkins Healthcare System (JHHS)

Avaya Experience Portal helped Johns Hopkins Healthcare System (JHHS) improve patient experience. JHHS needed to handle over 11,000 calls on busy days and give patient representatives real-time infor...mation. Avaya integrated its contact center with EPIC EMR, automating patient identification and validation. This led to a 70% match rate for incoming calls and better communication between service reps and practices. Patient satisfaction is now tracked and used for improvements.

Insurance

CASE STUDY アフラック (Aflac)

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.

Education

CASE STUDY Florida State University

Avaya UCaaS and Avaya Contact Center helped Florida State University connect 13,570 employees across 20 branch campuses. FSU needed to support remote work and unify communications for students, IT, a...nd health services. Avaya enabled a fast switch to remote working in just one week. The solution simplified FSU’s complex IT environment and integrated with Microsoft Teams. FSU now supports hybrid work and a Real Time Crime Center with Avaya’s flexible platform.

Information Technology and Services

CASE STUDY Konecta

Avaya Experience Platform helped Konecta upgrade its customer experience infrastructure. Konecta needed automation, high availability, and advanced customer interaction tools across many regions. Ava...ya let Konecta mix private cloud, on-premises, and public cloud for flexibility and security. Clients now use 10% to 20% non-voice channels like IVR and chatbots. System uptime improved from 99.5% to 99.97%. Konecta can now test and deliver AI innovations for its clients.

Utilities

CASE STUDY Superior Propane

Avaya helped Superior Propane modernize its contact center with cloud and AI solutions. The company faced challenges with slow on-premises systems, unused licenses, and lack of data insights. Avaya d...elivered a flexible platform, real-time reporting, and custom IVR integration. Superior Propane reduced average handle time by 30 seconds per call and can now handle 150 more customer inquiries daily. The solution supports a permanent hybrid work model and allows flexible user subscriptions during peak seasons.

Utilities

CASE STUDY GELSENWASSER AG

Avaya Aura in PodFX helped GELSENWASSER AG move its communication systems to a private cloud. The company needed to centralize its network and improve fault reporting. Avaya delivered a redundant, sc...alable platform with intelligent speech recognition and integrated control center. Employees now benefit from hybrid work and better work-life balance. The solution handles 10,000 calls per day without human intervention and ensures high reliability for critical infrastructure.

Peers used Avaya Contact Center for communication management and engagement management

Avaya Contact Center Features

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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

for Avaya Contact Center

Top Failure Risks for Avaya Contact Center

Avaya LLC News

Product 23/07/2025

Avaya accelerates Model Context Protocol for customer experience

Avaya is integrating Model Context Protocol (MCP) into its Infinity CX platform to enhance customer experience through AI-driven personalization. This integration allows seamless interaction between AI models and various software applications, enabling businesses to create flexible workflows. Avaya's partnership with Databricks further supports data and AI governance, offering customers enhanced flexibility and security.

Product 23/04/2025

Avaya debuts Avaya Infinity platform to blend customer and employee relationships - KMWorld

Avaya has launched the Avaya Infinity platform, designed to unify customer and employee experiences. The new solution integrates AI-driven contact center and communications capabilities, aiming to streamline workflows and enhance engagement across digital channels. Avaya Infinity targets enterprises seeking to modernize customer relationship management and internal collaboration through a single, cloud-based platform.

Product 21/04/2025

Announcing Avaya Infinity Platform - Business Wire

Avaya has introduced the Avaya Infinity Platform, a new solution designed to enhance enterprise communications. The platform aims to deliver unified communications, collaboration, and customer experience capabilities for businesses seeking scalable and flexible technology.