Avaya Contact Center: Use Cases, Capabilities & Competitors

Avaya helped Damart UK modernize its contact center for 3.3 million calls per year. The new omnichannel solution reduced call times by 30 seconds with card number tokenization. Damart improved custom...er experience and agent efficiency. PCI DSS compliance increased customer trust in phone payments. The platform supports both traditional and digital order channels, preparing Damart for future growth.
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Avaya IP Office helped Spreewald Therme GmbH improve phone service quality to 95%. Callers now wait just 7.2 seconds on average to reach staff. The solution reduced lost calls and increased voucher s...ales by about 20%. Real-time reporting lets managers adjust staffing quickly. Integration with hotel software speeds up room turnover and boosts guest satisfaction.
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Avaya supports Teleperformance’s global contact center operations, enabling high availability and reliability for voice interactions across 80+ countries. Teleperformance uses Avaya’s flexible platfo...rm to deliver omnichannel customer service, custom integrations, and detailed reporting. The partnership allows Teleperformance to scale quickly, adapt to client needs, and maintain accelerated growth in the BPO industry. Integration with Google Cloud and Avaya AI Virtual Agent boosts automation and self-service, reducing wait times and improving customer experience. Teleperformance credits Avaya’s stability and innovation for helping win new business and sustain market leadership.
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Avaya Cloud Office helped VdK Baden-Württemberg keep phone consultations running during the pandemic. Staff could work from home and still support over 250,000 members. The UCaaS solution made it eas...y to switch to remote work and keep all 35 offices connected. Employees did not need long training to use the new system. The solution improved work-life balance and set the stage for more digital collaboration in the future.
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Avaya Aura unified communications helped Energiedienst Holding AG switch from ISDN to VoIP across multiple sites. The company gained lower costs, more flexibility, and higher availability for voice, ...video, and contact center operations. SIP-trunking with Deutsche Telekom enabled redundant, reliable connections. Central management reduced complexity and improved control. Over 100 contact center agents now benefit from unified communications and easier team setup.
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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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