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

Name: Avaya OneCloud
Brand: Avaya OneCloud
Rating: 4.0 (128 reviews)

4.0 5

★ ★ ★ ★ ★ ☆ ☆ ☆ ☆ ☆

(128)

Avaya OneCloud Private Delivery

AI Powered

App Partner

Avaya OneCloud Overview

Avaya-onecloud offers cloud-based solutions for CX, collaboration, and contact centers. Great brand experiences are built with Avaya's tailored tools for team needs.

Use Cases

Customers recommend Collaboration, Engagement Management, Customer Feedback Management, as the business use cases that they have been most satisfied with while using Avaya OneCloud.

Other use cases:

Customise Loyalty Program
Workflow Management
Helpdesk Management
Contact List Management
Identify Target Customers

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Business Priorities

Enhance Customer Relationships and Acquire Customers are the most popular business priorities that customers and associates have achieved using Avaya OneCloud.

Other priorities:

Enter New Markets Internationally Or Locally
Launch New Products
Grow Market Share

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Avaya OneCloud Use-Cases and Business Priorities: Customer Satisfaction Data

Avaya OneCloud works with different mediums / channels such as Website. and Promotions.

Avaya OneCloud's features include Alerts: Popups & Notifications. and Avaya OneCloud support capabilities include 24/7 Support, AI Powered, Phone Support, etc. also Avaya OneCloud analytics capabilities include Custom Reports, and Analytics.

Avaya OneCloud, belong to a category of solutions that help Contact Center Software. Each of them excels in different abilities. Therefore, determining the best platform for your business will depend on your specific needs and requirements.

Comprehensive Insights on Avaya OneCloud Use Cases

How does Avaya OneCloud address your Collaboration Challenges?

How does Avaya OneCloud address your Engagement Management Challenges?

How does Avaya OneCloud facilitate Customer Feedback Management?

5+ more Business Use Cases

11 buyers and buying teams have used Cuspera to assess how well Avaya OneCloud solved their Contact Center Software needs. Cuspera uses 128 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 Contact Center Software needs.

Case Studies

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 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.

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.

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.

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.

Avaya OneCloud - Delivering The Total Experience

Peers used Avaya OneCloud for collaboration and engagement management

Avaya OneCloud Features

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Medium
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FEATURE	RATINGS AND REVIEWS
AI Powered	4.58/5 ★ Read Reviews (10)
Custom Reports	4.21/5 ★ Read Reviews (7)
Analytics	4.13/5 ★ Read Reviews (8)

CAPABILITIES	RATINGS AND REVIEWS
AI Powered	4.58/5 ★ Read Reviews (10)
Custom Reports	4.21/5 ★ Read Reviews (7)
Analytics	4.13/5 ★ Read Reviews (8)

Software Failure Risk Guidance

for Avaya OneCloud

Top Failure Risks for Avaya OneCloud

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.