Real-World Case Studies and Customer Success Stories with Avaya OneCloud

Avaya IP Office and SIP-Bundle helped Popakademie Baden-Württemberg switch from ISDN to IP telephony in 2015. The university replaced its... damaged phone system and quickly moved to a modern, flexible solution. Staff can now add, remove, or set up virtual lines easily and work from home with full phone features. The switch cut administration costs and call charges, while maintaining high voice quality. Avaya's support made the transition smooth, with the main migration completed in just one hour.
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Florida State University used Avaya to unify communications across 20 branch campuses. Avaya enabled 13,750 employees to switch to remote... work in just one week. The solution integrates with Microsoft Teams and supports both softphones and on-premises phones. FSU now has a self-service portal for voicemail and call forwarding, freeing up IT resources. The Real-Time Crime Center at FSU also benefits from Avaya's flexible communications platform.
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Avaya Aura helped TU Ilmenau modernize its campus communications. The university replaced an outdated phone system with a unified communications... platform. Now, 2,400 connections across 30 buildings are managed easily. Staff enjoy higher reachability and cost transparency. Features like mobile integration and unified messaging make daily work simpler. The solution reduced costs and improved user satisfaction.
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Avaya OneCloud MidMarket and IP Office power sgd’s contact center and telephony. sgd, a leading German distance learning provider, moved... to Avaya’s private cloud to boost reliability and flexibility. The solution enabled a 50% increase in contact center staffing and handled a 30% spike in calls during the pandemic. sgd reduced IT workload, improved uptime, and now manages call flows and agent allocation more efficiently. The platform supports omnichannel communication and future digital learning initiatives.
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Avaya Cloud Office helped Nicholls State University move from an old phone system to a cloud-based solution. The university quickly... set up the new system in about 15 minutes, even for staff with little tech experience. During the COVID-19 pandemic and Hurricane Ida, Avaya Cloud Office kept over 6,500 students and staff connected from anywhere. The university now saves about $60,000 each year and meets new safety laws. Staff and students use calls, texts, and meetings without sharing personal numbers.
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Avaya helped Albuquerque Public Schools comply with RAY BAUM’s Act by implementing 911inform, which pinpoints emergency callers’ locations within 20 feet. The district upgraded... its contact center with Avaya AXP and ACES, improving customer experience and enabling new digital channels. APS can now scale operations to meet seasonal demand and reduce hold times for parents. The solution integrates with the district’s police and county sheriff, enhancing safety across 143 schools. Positive feedback from parents highlights faster issue resolution and improved communication.
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Avaya Cloud Office helped Nicholls State University stay connected during the COVID-19 pandemic and Hurricane Ida. The university moved from... a legacy system to the cloud, enabling remote work for the first time. Setup took just 15 minutes for staff, even those less tech savvy. The switch saved the university about $60,000 each year. Faculty and staff now collaborate easily and keep communications professional.
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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, and 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.
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Avaya Experience Platform and 911inform helped Albuquerque Public Schools improve safety and customer experience. The district needed to comply with... RAY BAUM’s Act and handle more calls during busy times. Avaya’s cloud-based solutions let them pinpoint emergency callers and manage calls from anywhere. The new system made it easier to scale up agents and reduced hold times. Parents noticed faster service and better support.
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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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St. Josefs-Hospital Wiesbaden used Avaya Scopia and Avaya Spaces to connect its hospitals and partners. The solution enabled real-time video... collaboration for daily case discussions and crisis response. Doctors share patient data and images instantly, improving teamwork and decision-making. Integration with SalesforceCRM and centralized telephony simplified administration. The hospital now includes external providers in patient care, ensuring high-quality service even with staff shortages.
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Avaya Aura Subscription and Avaya Spaces enabled Ammerland-Klinik GmbH to modernize its communications. The hospital replaced its analog phone system... with a digital platform for voice, video, and data. Staff now handle 15,000 calls daily using IP-DECT phones. Automated alerts and intelligent call routing improved efficiency and safety. The solution supports flexible work models and better collaboration across departments and with external partners.
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Avaya Aura unified communications helped Krankenhäuser Buchholz/Winsen modernize their hospital IT. The hospitals replaced outdated telephony with a geo-redundant, SIP-based... solution for high availability. Automated call flows reduced switchboard workload and improved staff efficiency. The new system enabled flexible work models and better patient service. Integrated alarm features improved emergency response and safety. Over 1,800 employees now benefit from reliable, digital collaboration tools.
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Avaya Aura helped Klinikverbund Buchholz/Winsen modernize its communications. The hospital group replaced old systems with a georedundant, SIP-based unified communications... platform. This improved availability, security, and staff flexibility. Automated call flows reduced manual work. The Avaya Workplace Client enabled home office and new work models. Patient entertainment options also improved. Over 1,800 employees and 110,000 patients benefit each year.
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Avaya Aura unified communications platform helped Krankenhäuser Buchholz/Winsen gGmbH modernize their hospital communications. The hospitals faced high costs, staff shortages,... and outdated IT. Avaya delivered a geo-redundant, SIP-based solution for high availability and operational reliability. The new system improved collaboration, enabled flexible work, and increased employee satisfaction. The hospitals now attract more patients with a better service environment.
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Avaya Aura unified communications platform helped Klinikverbund Buchholz/Winsen modernize its hospital communications. The hospitals replaced outdated systems with a geo-redundant,... SIP-based solution for high availability and operational reliability. Automated call flows reduced switchboard staff workload. The new system increased flexibility, improved collaboration, and enhanced patient and employee satisfaction. Avaya's support ensured compliance with IT security requirements.
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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 information. 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.
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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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Avaya helped Edenor transform its call center into an omnichannel contact center. Edenor now handles 5.5 million calls, 200,000 social... media messages, and 80,000 emails each year. The new system improved call segmentation and reduced average handle time. Self-managed services increased by 19 percent. Customer satisfaction with service reached 82 percent.
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Avaya Aura and Avaya Collaboration Pod helped Gelsenwasser AG move all communications to a private cloud. The new system connects... 35 branches and over 80 companies, ensuring reliable, fail-safe communication. Employees now use intelligent speech recognition and self-service tools, handling up to 10,000 calls daily without human help. The solution supports hybrid work and integrates with SAP and control center software for faster fault processing. Gelsenwasser AG improved customer service and streamlined operations across its network.
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Avaya helped Superior Propane cut average handle time by 30 seconds per call. The company now handles 150 more customer... inquiries daily without adding staff. Avaya's cloud and AI-ready platform enabled a permanent hybrid work model and seamless self-service for delivery scheduling. Real-time reporting and analytics improved agent performance and customer satisfaction. Superior Propane avoided costly system replacements while supporting business growth and innovation.
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Avaya Infinity Platform helped Edenor transform its call center into an omnichannel contact center. Edenor now manages 5.5 million calls,... 200,000 social media messages, and 80,000 emails each year. The solution improved call segmentation and reduced average handle time. Self-managed services increased by 19 percent. Customer satisfaction reached 82 percent. Avaya unified voice and digital channels for a better customer experience.
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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, scalable 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.
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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 delivered 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.
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Avaya helped Aflac improve customer and employee experiences. Aflac saw an 11-point increase in Customer Ease and a 15% drop... in handling time. Agent tenure rose by 10 points, making the team more experienced. Aflac used Avaya technology for call journey automation and AI agent assist. These changes led to higher customer satisfaction and more referrals.
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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 employees 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.
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Aflac used Avaya solutions to improve customer and employee experience in the insurance sector. The company wanted to reduce stress... for clients and staff, simplify processes, and provide better service. Aflac formed specialized teams, changed performance metrics, and adopted new technology like AI-powered call routing. As a result, Aflac saw an 11-point increase in customer service ease, a 15% reduction in average handling time, and a 10-point rise in employee retention. Customer satisfaction and loyalty also improved.
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Aflac used Avaya solutions to improve customer and employee experiences in the insurance sector. The company focused on empathy and... innovation to reduce stress for clients and staff. Aflac created specialized teams, shifted to customer-focused metrics, and used new technologies like Avaya AI Agent Assist. Results included an 11-point increase in customer ease-of-use, a 15% reduction in handling time, and a 10-point rise in agent retention. Customer satisfaction and loyalty also improved.
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Aflac used Avaya solutions to improve customer and agent experiences in the insurance sector. The company wanted to reduce stress... for clients and agents, simplify processes, and boost satisfaction. Aflac set up specialized teams, focused on customer simplicity, and adopted new technologies like Avaya AI Agent Assist. As a result, Aflac saw an 11-point increase in customer peace of mind, a 15% reduction in average handling time, and a 10-point rise in agent tenure. Customer satisfaction and loyalty also improved.
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Aflac used Avaya solutions to improve customer and employee experience. The company wanted to reduce stress for customers and staff,... make processes easier, and boost employee engagement. Aflac set up a special team for cancer claims, focused on customer-friendly metrics, and used new technologies like automation and AI. In two years, customer satisfaction rose by 11 points and processing time dropped by 15%. Employee retention for specialized agents increased by 10 points, leading to better service and more loyal customers.
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Avaya Infinity Platform helped Aflac improve customer and employee experiences. Aflac wanted to reduce stress for customers and staff, make... processes easier, and support employees with better tools. They set up a team for first-time cancer claims, focused on customer ease, and used new technology like call journey automation and AI agent assist. In two years, Aflac saw an 11-point rise in Customer Ease and a 15% drop in average handling time. Agent specialist tenure grew by 10 points. Customer satisfaction and loyalty increased.
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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 platform 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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Konecta used Avaya to upgrade its customer experience infrastructure. The company needed automation, high availability, and advanced customer interaction tools... across 26 countries. Avaya enabled Konecta to integrate private cloud, on-premises, and public cloud solutions. Platform availability improved from 99.5% to 99.97%. Clients now use 10–20% non-voice automation, including IVR, RPA, and chatbots. AI projects and flexible cloud options help Konecta deliver innovation and efficiency for global clients.
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Avaya Cloud Office helped InnerVision Engineering cut hardware costs by up to 70%. The company used the platform to power... its Beyond Park app, making parking ticketless and cashless for drivers. Drivers can now connect instantly to a helpdesk from any intercom, improving support. Staff gained new tools for collaboration and workflow management. Team productivity increased, even during lockdowns, thanks to cloud-based communication features.
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GDIT used Avaya's contact center solutions to handle 40,000 Medicare calls daily with 200 agents. They faced high call volumes... and needed to reduce customer service rep interventions. Avaya's technology helped cut CSR-assisted calls from 10,000 to 6,000-7,000 per day. IVR handle rates jumped from 43% to 87%. GDIT improved efficiency, reduced agent burnout, and saved costs in healthcare communications.
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C3i Solutions used Avaya to consolidate six contact center systems into one. The company supports over 35 million omnichannel interactions... yearly for 150+ clients in 175 countries. Avaya enabled C3i Solutions to offer more flexible, innovative services like mobile IVR, video, and co-browsing. The IT team now manages a single platform, reducing training needs and rack space. Clients responded with high excitement for the new capabilities and faster rollout of innovations.
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Avaya Experience Platform helped Konecta upgrade its customer experience infrastructure. Konecta needed automation, high availability, and advanced customer interaction tools... across many regions. Avaya 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.
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Avaya helped Give Kids The World Village improve communications reliability and reduce costs by moving from analog to SIP lines. The nonprofit resort... needed better 911 features for compliance and guest safety. Avaya's unified communications and contact center solutions enabled faster, more accurate emergency response and seamless guest interactions. The upgrade supports future cloud and AI features, helping the Village deliver magical experiences to critically ill children and their families. The solution ensures compliance with emergency regulations and supports high call volumes during peak times.
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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 easy 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 Cloud Office helped YMCA Victoria centralise communication for 5,000 staff. The Y replaced multiple systems with one cloud platform.... This boosted productivity and reduced admin work. Staff can now work from anywhere and stay connected during lockdowns. The change made it easier for communities to access youth, fitness, and health programs. Operational costs went down and staff responsiveness improved with single sign on.
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Avaya Cloud Office helped YMCA Victoria centralize communication for 5,000 staff and volunteers. The not-for-profit faced challenges with multiple inherited... systems after expanding to over 150 sites. The new cloud platform unified collaboration, reduced administrative work, and improved staff responsiveness with features like single sign on. Staff can now work from anywhere, ensuring uninterrupted community services even during lockdowns. The solution also lowered operational costs and boosted productivity.
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Avaya Infinity Platform helped Give Kids The World Village improve reliability and reduce costs by moving from analog to SIP. The non-profit needed... better 911 features for compliance and safety. Upgrading their communications system opened the door to future cloud and AI capabilities. The solution supports their mission to provide magical, cost-free vacations to critically ill children and their families.
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G-Star RAW replaced its old phone systems with Avaya Cloud Office. The company needed a reliable, cloud-based communications platform for... its global offices. Avaya Cloud Office let employees make calls, message, and meet from any device. The IT team saved time and reduced costs by moving away from hardware and licensing. G-Star improved customer support and brand reputation with always-on service. The switch helped G-Star work better and spend less on communications.
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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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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 customer 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 Cloud Office helped G-Star RAW move from old phone systems to a cloud-based UCaaS platform. The company unified communications... for employees and customers, improving productivity and user satisfaction. G-Star RAW reduced IT workload and saved costs with a flexible monthly subscription. The switch caused almost no business disruption. The IT team now spends less time on hardware and maintenance.
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Avaya Experience Platform helped Grupo Roelsa connect operations in Panama, Mexico, Puerto Rico, and Costa Rica. The company saw a... 95% improvement in operational efficiency and customer service quality. Agent effectiveness and customer satisfaction improved by 99%. The 100% cloud-based solution unified all customer service channels. Grupo Roelsa kept most of its infrastructure while improving service and stability.
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Standard Focus used Avaya to modernize its contact center. The company replaced siloed technologies with the Avaya Experience Platform. This... led to a 50% reduction in call handling time and a call abandon-rate of less than 1%. Efficiency improved by 50%. AI and automation helped Standard Focus analyze customer journeys and fix issues fast. The solution enabled real-time insights across chat, email, voice, and social channels.
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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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Avaya OneCloud Subscription helped Advanced Call Center Technologies (ACT) handle a surge from 2,000 to 40,000 calls per day during the pandemic. ACT unified communications... and collaboration with Avaya Spaces, replacing multiple tools and saving over $1 million each year. The platform enabled remote work for 94% of staff, streamlined onboarding and training, and improved customer service. ACT now manages thousands of users across 17 sites, supporting clients in eight languages with real-time collaboration and analytics.
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Transcom used Avaya contact center solutions to centralize 10,000 seats across 40+ locations. The company faced fragmented infrastructure and outdated... systems. Centralizing with Avaya improved flexibility, reduced operational costs, and enabled faster innovation. Transcom now supports omnichannel engagement, including chat and email, for clients in 16 European countries. The new system allows easy scaling and streamlined onboarding of new locations.
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Avaya Cloud Contact Center helped DATAMARK scale services up and down quickly. DATAMARK needed a flexible, secure cloud platform to... deliver consistent customer experiences. Avaya provided a CCaaS solution with strong analytics and easy scalability. This let DATAMARK manage volume spikes and maintain high service quality. The partnership enabled DATAMARK to innovate and meet client needs with confidence.
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Avaya Cloud Office helped MEVACO GmbH digitize sales and communications. The company integrated cloud telephony with Salesforce CRM, speeding up... order handling and customer response. Centralized phone systems replaced outdated, decentralized hardware. Sales staff now access customer data instantly, improving support and reducing maintenance costs. Integration with Microsoft 365 and DECT connects all employees across ten locations.
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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 collaboration 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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Avaya Cloud Office helped MEVACO GmbH boost sales productivity by moving phone processes to the cloud. The company integrated cloud... telephony with Salesforce CRM, centralizing calls for all locations. This made sales and support faster and easier. MEVACO reduced support and maintenance times. Staff can now work flexibly across sites, and all external calls run smoothly through Avaya Cloud Office.
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Avaya Cloud Office helped Mevaco GmbH boost sales team productivity by moving their phone system to the cloud. The company needed... centralized telephony and seamless integration with Salesforce CRM. Avaya delivered a cloud-based solution that unified communications across 10 European sites. The new system simplified administration, improved reliability, and enabled virtual agent collaboration. Mevaco now handles up to 80% of customer requests online, streamlining order and support processes.
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Avaya Cloud Office helped MEVACO GmbH move from analog to cloud-based communications. The company integrated its sales processes with Salesforce... CRM and centralized its phone system. This change made administration easier and improved reliability. Sales staff now respond to customers faster, and support and maintenance times dropped. The RingCentral integration lets staff access customer data instantly, boosting sales productivity.
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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 sales 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 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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Norwegian Cruise Line faced major disruptions from hurricanes, risking their Miami-based contact center. The company needed to keep 4.8 million... annual calls flowing for guests and travel agents. Avaya deployed a geo-redundant contact center in just six weeks. Over 1,300 agents moved to the new system overnight. Now, calls automatically re-route during weather events, ensuring no service interruptions. The IT team saves time with centralized changes and gains analytics for better staffing and training decisions.
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Avaya Call Center Elite helped Norwegian Cruise Line protect its contact center from weather disruptions. NCL moved 1,300 agents to... Avaya overnight and finished the new geo-redundant setup in six weeks. The solution lets calls reroute automatically and saves IT time with centralized configuration. NCL now handles 4.8 million calls a year with more reliability. Avaya's platform gives NCL analytics and SIP trunking for better service and cost control.
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Access Bank used Avaya technology to modernize customer and employee experiences. The bank reduced voice response time from nearly 3... minutes to 30 seconds. Email response time dropped from 144 hours to under 7 hours. First call resolution improved to 74%. Access Bank integrated voice biometrics, conversational AI, and video banking for secure, inclusive service. The hybrid cloud system helped scale operations and improve customer satisfaction scores.
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Standard Chartered used Avaya Enterprise Cloud to centralize 10,000 contact center seats across more than 40 locations. The bank needed... to unify communication channels and reduce costs while keeping client service personal and secure. Avaya enabled omnichannel support, letting clients use voice, chat, or self-service. The managed private cloud model let Standard Chartered pay only for what they use and scale quickly. Employees now have better tools to connect with clients and deliver consistent service worldwide.
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Avaya Cloud Office helped InspereX cut communication costs and reduce IT workload. The company replaced its old on-premises phone system... with a flexible cloud solution. Employees can now make and receive calls from any device, anywhere. This improved mobility and lowered the risk of hardware failure. InspereX also gained better admin visibility and analytics for communications. The switch led to higher productivity and predictable costs across three U.S. offices.
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Avaya Cloud Office helped InspereX cut communications costs and reduce IT workload. The company replaced a restrictive on-premises phone system... with a flexible cloud solution. Employees now make and receive calls anywhere, using any device. InspereX lowered risk of hardware failure and improved business continuity. The new system increased productivity and user satisfaction across three U.S. locations.
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Avaya Oceana helped walter services GmbH deliver seamless omnichannel customer service. The company manages over 24 million customer contacts yearly... with 2,500 agents. Avaya's platform enabled stable operations with no unplanned outages since 1995. walter services now offers personalized, cross-channel support and efficient call routing. The solution improved customer satisfaction and made administration easier.
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Avaya contact center solutions helped Transcom centralize 10,000 contact center seats across more than 40 locations. Transcom faced fragmented infrastructure... and outdated systems. Centralizing with Avaya improved flexibility, reduced operational costs, and enabled rapid innovation. The new system supports all European languages and ensures high reliability for global customer engagement. Transcom now delivers better customer experience and scales easily across 20 countries.
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Avaya Experience Platform helped Standard Focus cut call handling time by 50%. The company also saw a 50% boost in... efficiency and reduced call abandon rates to under 1%. Standard Focus used AI and automation to gain real-time insights from chat, email, voice, and social channels. This let them fix customer journey issues fast and reduce the need for contact center calls. Over 250 automation changes improved the customer experience and proactive problem resolution.
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C3i Solutions used Avaya's contact center platform to replace six separate systems with one global solution. The company supports over... 35 million omnichannel interactions each year for 150+ clients in 175 countries. Avaya enabled C3i Solutions to offer flexible, integrated services like Mobile IVR and co-browsing. The new platform reduced IT complexity, saved power, and improved agent training. C3i Solutions gained a competitive edge and faster deployment for its business process outsourcing clients.
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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 set 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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Avaya helped Leon County Government centralize and modernize communications across departments. The county replaced outdated, inflexible systems with a unified... platform, improving agility and service during emergencies. Avaya's mobility features let staff answer calls from anywhere, boosting productivity and responsiveness. The solution enabled rapid response during crises, like transferring 211 Big Bend services in under an hour. Leon County reduced IT workload, saved costs, and improved both citizen and employee experiences.
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Avaya IP Office helped Landkreis Vechta improve communication for 650 employees. The new system unified all offices under one phone... network. Citizens now reach any department with a single number. Automated announcements keep people informed about office hours and emergencies. Mobile integration lets staff answer calls anywhere. The solution increased citizen satisfaction and made internal work faster and easier.
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Avaya Experience Platform helped Leon County Government centralize and modernize communications. The county faced outdated systems and needed better availability... and workforce optimization. Avaya delivered a secure, open platform that improved productivity and reduced IT workload. The solution enabled fast response to emergencies and greater agility for 800 employees serving 275,000 citizens. Leon County now adapts quickly to changing needs and saves costs with enhanced technology.
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Volksbank Tettnang moved all communications to a private inhouse cloud using Avaya Aura VE. The bank virtualized its unified communications,... improving flexibility and reducing admin work. All seven branches now connect to a central Avaya platform, making it easy to add new locations. The solution cut hardware costs, boosted reliability, and made support faster. Employees use the same features as before, but with better uptime and easier management.
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Avaya solutions helped Standard Chartered centralize 10,000 contact center seats across more than 40 locations. The bank needed to secure... and automate communication channels for a global customer base while reducing costs. Avaya enabled omnichannel customer experience, supporting voice, text, and self-service. The new platform delivers personalized service and uses a consumption-based model to lower costs. Standard Chartered now offers consistent, secure digital banking with a human touch.
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Avaya Experience Platform helped Access Bank modernize customer experience and employee engagement. The bank needed to scale for 125 million... customers by 2027 and process 13 million daily transactions. Avaya's hybrid cloud and on-premises solution unified voice, video, and digital channels. Access Bank improved customer satisfaction, reduced response times, and enhanced security with voice biometrics and conversational AI. Video banking and real-time translation made services more inclusive and efficient.
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Avaya delivered a turnkey contact center for Dubai RTA, replacing an outsourced call center. The new solution improved customer satisfaction... by 50%. Abandoned call rates dropped to less than 1%. The contact center now handles about 82,000 calls per month. Avaya managed everything from consulting to deployment and training. The system is scalable for future growth and supports multi-channel interactions.
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Avaya IP Office unified communications for MAN Truck & Bus Iberia. The company upgraded 15 offices in Spain and Portugal,... replacing an obsolete system. The new solution handles over 15,000 calls monthly and integrates landline, DECT, and network electronics. MAN Truck & Bus Iberia gained better call information, improved system quality, and faster incident resolution. The centralized platform ensures robust, reliable telephony for all locations.
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Avaya Infinity Platform helped Dubai Roads and Transport Authority build a modern contact center. The new solution improved customer satisfaction... by 50%. The contact center now handles over 20,000 calls per week. Avaya delivered a turnkey solution, including consultancy, deployment, and agent training. The project reduced risk of downtime and improved public service for Dubai's fast-growing population.
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Avaya Aura and Customer Interaction Express help Transgourmet handle 3,000 calls daily. The solution connects 5,000 extensions and supports 150... agents in Berlin. Transgourmet uses Avaya to route calls, manage orders, and provide tailored advice to chefs and caterers. The platform enables fast order processing, unified communications, and detailed reporting. Quality monitoring and centralized management improve service and resource planning.
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Avaya Spaces helped GOLDSTEIG Käsereien Bayerwald connect teams and partners with easy video meetings. The company enabled staff to join... virtual conferences from any device, saving time and travel costs. Employees, suppliers, and customers now meet online, reducing travel and helping the environment. The rollout took just a week and saw high user acceptance. Avaya Spaces improved team collaboration and freed up resources for daily work.
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Avaya helped DIRECTV transform its customer experience for over 15 million customers in Latin America. The Avaya solution managed 6... million monthly calls and supported 2,500 remote agents. DIRECTV introduced 1,300 self-service channels and achieved 99.95% communication availability. The project was completed with no business interruptions. DIRECTV can now scale services for high-demand events and deliver better customer care.
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Avaya Experience Platform helped DIRECTV transform its customer experience. DIRECTV needed to improve customer care, ensure 99.95% availability, and support... digital transformation. Avaya provided omnichannel capabilities, advanced analytics, and high reliability. The solution managed 6 million monthly calls, 1,300 self-service channels, and 2,500 remote agents. DIRECTV saw better service quality, more efficient issue resolution, and higher customer satisfaction.
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Engagent Health used Avaya OneCloud solutions to unify its contact center operations. The company saw a 60% increase in conversion... rate and an 80% rise in insurance enrollment. Avaya's cloud platform enabled real-time communication and reporting across multiple locations. Engagent Health improved customer engagement with digital self-service and proactive outreach. The solution supported rapid growth and enhanced member acquisition during the COVID-19 crisis.
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Avaya's advanced contact center solutions helped GDIT transform its Medicare call center. GDIT reduced calls needing customer service rep help... from 10,000 to 6,000-7,000 daily. IVR handle rates jumped from 43% to 87%. The platform improved call management, data analytics, and cost efficiency. GDIT now delivers better service for Medicare patients and reduces agent burnout.
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Avaya Cloud Office helped G-Star RAW replace old phone systems with a cloud-based communications platform. The company unified calls, messaging,... and meetings across global locations. G-Star RAW reduced IT costs and made support more reliable. The IT team now spends less time on maintenance and more on key projects. Employees can work flexibly from any device, improving productivity and customer service.
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G-Star RAW used Avaya Cloud Office to replace old phone systems. The company unified employee and customer communications across global... locations. The new cloud-based platform cut IT costs and reduced the need for hardware. G-Star's IT team now spends less time on support. The solution improved brand reputation with reliable customer support. Employees switched easily to softphones, boosting productivity and satisfaction.
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Avaya OneCloud Private helped MMM Multi-Media-Marketing GmbH (m3) manage all customer contacts for its clients. m3 used Avaya's omnichannel contact... center to connect four locations and enable remote work. The solution allowed m3 to move its contact center to home offices in hours during the pandemic. Avaya Workforce Engagement gave m3 real-time speech analytics and improved employee satisfaction. m3 now delivers better customer insights and supports hybrid work for over 1,000 staff.
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Avaya Experience Platform helped Teleperformance support global growth in the BPO industry. Teleperformance needed high reliability, scalability, and secure omnichannel... customer service. Avaya provided flexible deployment options and custom integration, enabling Teleperformance to adapt quickly to market needs. The platform's stability and detailed reporting allowed Teleperformance to expand services and win new business. Teleperformance credits Avaya for helping them deliver top-quality customer experiences worldwide.
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Avaya Aura helped the New York Mets boost their guest experience at Citi Field. The Mets increased conference call capacity... by 400% and now handle 25,000 calls per week. Relocation time for staff dropped by 66%. Avaya's analytics let managers staff the contact center better and improve sales and service. Mobility and instant messaging features keep leadership connected anywhere. The Mets deliver faster, more personal service to fans and event guests.
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Avaya Aura helped the New York Mets boost their guest experience at Citi Field. The Mets saw a 400% increase... in conference call capacity and a 66% reduction in phone relocation time. Their contact center now handles 25,000 calls per week with advanced analytics for better staffing and service. Staff gained mobility features and instant messaging for better collaboration. Avaya's unified communications improved productivity and fan satisfaction.
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Avaya Aura helped Kautex Textron GmbH modernize its nationwide telecom system. The company unified all communication tools on one platform,... replacing its old ISDN system. Employees now switch easily between webchat, phone, video, and email. The new solution cut communication costs by up to 30%. Kautex also improved collaboration and can manage devices and locations centrally.
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Avaya Cloud Office helped Stemmer Distribution Group cut its annual telecom budget by 50%. The company needed a modern, flexible... communication solution for 250 employees across six business units. Avaya Cloud Office replaced an old, costly system with a cloud-based platform. Employees quickly adopted the new system, improving mobility and user experience. The IT team now spends less time on daily management and more on strategic projects.
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Atento used Avaya's cloud and AI solutions to improve customer experience and efficiency. They faced challenges with scalability, standardization, and... innovation across 16 countries. Avaya provided a unified platform with AI, automation, and analytics. Atento achieved 60% call deflection in self-service and a 5% improvement in service quality. The partnership helped Atento deliver more personalized interactions and reduce costs.
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