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

Name: Avaya Unified Communications
Brand: Avaya Unified Communications
Rating: 4.0 (102 reviews)

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Unified Communications | Help mobile users stay on top of interactions

Avaya Unified Communications Overview

Avaya offers a stable communication core and advanced collaboration tools. Integrations ensure the existing tech stack remains intact.

Use Cases

Customers recommend Collaboration, Communication Management, Measuring Customer Satisfaction, as the business use cases that they have been most satisfied with while using Avaya Unified Communications.

Other use cases:

Workflow Management
Engagement Management
Customise Loyalty Program
Contract Management

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Business Priorities

Enhance Customer Relationships and Enter New Markets Internationally Or Locally are the most popular business priorities that customers and associates have achieved using Avaya Unified Communications.

Other priorities:

Improve Internal Communications
Improve Brand Engagement
Scale Best Practices
Build Brand Awareness

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Avaya Unified Communications Use-Cases and Business Priorities: Customer Satisfaction Data

Avaya Unified Communications works with different mediums / channels such as Video. and Phone Calls.

Reviews

"...Avaya Collaboration allows teams to work when and in the context they want over any channel or device, and provide a platform where team communications are managed through one cloud app...." Peer review

Comprehensive Insights on Avaya Unified Communications Use Cases

What benefits does Avaya Unified Communications offer for Collaboration?

4+ more Business Use Cases

11 buyers and buying teams have used Cuspera to assess how well Avaya Unified Communications solved their business needs. Cuspera uses 102 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

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.

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.

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.

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.

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.

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.

Peers used Avaya Unified Communications for collaboration and communication management

Avaya Unified Communications Features

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FEATURE	RATINGS AND REVIEWS
AI Powered	4.21/5 ★ Read Reviews (4)
Custom Reports	4.10/5 ★ Read Reviews (6)
Analytics	3.91/5 ★ Read Reviews (7)

CAPABILITIES	RATINGS AND REVIEWS
AI Powered	4.21/5 ★ Read Reviews (4)
Custom Reports	4.10/5 ★ Read Reviews (6)
Analytics	3.91/5 ★ Read Reviews (7)

Software Failure Risk Guidance

for Avaya Unified Communications

Top Failure Risks for Avaya Unified Communications

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.