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

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.
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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 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.
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Avaya Aura helped GELSENWASSER AG move its communication systems to a private cloud. The company needed to centralize its network and improve fault reporting. Avaya provided a redundant, scalable pla...tform with intelligent speech recognition and integrated control center. Employees now enjoy hybrid work and better work-life balance. The solution handles 10,000 calls per day without human intervention and supports over 80 investment companies and 70 cities.
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Superior Propane used Avaya solutions to modernize its customer service. The company faced challenges with slow on-premises systems, unused licenses, and lack of data insights. Avaya provided a flexi...ble cloud-ready platform, real-time reporting, and custom IVR integration. Superior Propane reduced average handle time by 30 seconds per call. The solution allowed the company to handle 150 more customer inquiries daily without adding staff. Flexible subscriptions let them scale during peak seasons and only pay for what they use.
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Avaya Experience Platform helped DIRECTV improve customer experience. DIRECTV wanted better customer care and 99.95% system availability. Avaya provided an omnichannel solution with advanced analytic...s and high reliability. DIRECTV managed 6 million monthly calls and 2,500 remote agents with no business disruption. The project enabled flexible scaling and better service quality for 15 million customers.
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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 omn...ichannel 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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Avaya UCaaS and Avaya Contact Center helped Florida State University simplify its communications. FSU faced challenges with many campuses, complex IT, and the need for remote work. Avaya enabled 13,5...70 employees to use softphones and supported a fast switch to remote work in one week. The solution unified communications across 20 branch campuses and integrated with Microsoft Teams. FSU now has a more flexible, hybrid cloud system and improved support for students and staff.
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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, 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.
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Albuquerque Public Schools used Avaya Experience Platform (AXP) Public Cloud and 911inform to 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 solutions let staff manage calls from anywhere and provide better reporting. 911inform helps first responders find callers quickly. Parents now get faster help, and the district can scale its contact center as needed.
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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 t...imes. 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 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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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 servi...ce. 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 the Avaya Infinity Platform to improve customer and employee experiences. They focused on making interactions easier and reducing stress for both customers and staff. Aflac created a speci...al team for first-time cancer claims and shifted to customer-centric metrics. They also used new technology like call journey automation and AI agent assist. As a result, Aflac saw an 11-point increase in Customer Ease, a 15% drop in handling time, and a 10-point boost in agent tenure.
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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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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. A...flac 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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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.
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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 sp...ecialized 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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Avaya Infinity Platform helped Aflac improve customer and employee experience. Aflac wanted to reduce stress for customers and staff and make insurance processes easier. They set up a special team fo...r cancer claims, shifted to customer-focused metrics, and used new technology like AI agent assist. In two years, Aflac raised their Customer Ease score by 11% and cut average handling time by 15%. Employee retention scores also went up by 10%. Customer satisfaction and loyalty increased.
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Access Bank used the Avaya Experience Platform to improve customer experience and employee engagement. The bank needed to scale operations for 60 million customers and aimed to double its customer ba...se by 2027. Avaya's hybrid cloud and on-premises solution helped Access Bank reduce response times, improve customer satisfaction, and enable secure, scalable operations. The bank also introduced voice biometrics, conversational AI, and video banking for more personal and inclusive service. These changes supported Access Bank’s growth and innovation goals.
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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 transaction...s. 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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Atento used Avaya's cloud and AI solutions to improve customer experience and business process outsourcing. They faced challenges with technology standardization, scalability, and innovation across m...any countries. Avaya provided cloud, AI, automation, and analytics tools to help Atento unify processes and optimize resources. Atento achieved a 60% call deflection in self-service and a 5% improvement in service quality. These changes led to better customer and employee experiences and supported business growth.
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Avaya Experience Platform helped Konecta, a global BPO leader, improve its customer experience infrastructure. Konecta needed automation, high availability, and advanced customer interaction tools ac...ross many regions. Avaya enabled Konecta to combine private cloud, on-premises, and public cloud solutions. This allowed 10-20% of client operations to use non-voice channels and improved uptime from 99.5% to 99.97%. Konecta also launched over 30 AI projects to boost efficiency and service quality.
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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. 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.
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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 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. JHHS now tracks patient satisfaction and uses the data to make improvements.
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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 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.
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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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