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Santa Clara, Calif.— June 11, 2020 — The American Red Cross has proudly served communities for almost 140 years, helping to prevent and alleviate human suffering in the face of emergencies by mobilizing the power of volunteers and the generosity of donors. In adapting to meet the changing needs of the communities they serve, the Red Cross telecommunications team is working with Avaya Holdings Corp. (NYSE:AVYA), a global leader in solutions, to enhance and simplify Red Cross communications to better leverage the benefits of mobility and cloud innovation.
To achieve its humanitarian mission and provide assistance to people and communities when they need it most, the Red Cross, as part of its One Contact Center initiative, is transforming 12 separate contact center platforms with differing technologies to the Avaya OneCloud™ CCaaS cloud-based platform.
“Every day, people turn to the American Red Cross for relief and hope in the face of emergencies,” said DeWayne Bell, vice president, Information Technology Engineering, American Red Cross. “It is vital that we can communicate easily and effectively with the people we serve to quickly address their needs. We believe that this transition to a single contact center will help us improve experiences for those we serve, while increasing the productivity of our employees and boosting our overall organizational efficiency.”
The Red Cross has commenced this transition with the move of its critical toll-free 1-800-RED-CROSS number and several other mission critical inbound numbers over to Avaya Mobile Experience. This solution will handle inbound mobile calls to help people in need during a disaster, help individuals donate much needed blood and blood products, and handle donation services. We expect that the change will allow these mobile callers to get needed information and support faster with reduced wait times, and that contact center agents will be able to use additional call context to provide better service to mobile callers in current and future interactions.
“The American Red Cross mission is consistent with Avaya's focus of service and support to our customers and our global communities,” said Frank Ciccone, Senior Vice President, North America Sales, Avaya. “We are proud to help the Red Cross transform their contact center communications infrastructure and client experiences with a cloud-based solution that empowers their workers with the tools, support and capabilities they need to serve their communities.”
Additional Resources
Alex Alias and Julianne Embry
Avaya PR corpcommsteam@avaya.com
Businesses are built by the experiences they provide, and every day, millions of those experiences are delivered by Avaya. Organizations trust Avaya to provide innovative solutions for some of their most important ambitions and challenges, giving them the freedom to engage their customers and employees in ways that deliver the greatest business benefits. Avaya contact center and communications solutions power immersive, personalized, and unforgettable customer experiences that drive business momentum. With the freedom to choose their journey, there’s no limit to the experiences Avaya customers can create. Learn more at https://www.avaya.com.
Cautionary Note Regarding Forward-Looking Statements
This document contains certain “forward-looking statements.” All statements other than statements of historical fact are “forward-looking” statements for purposes of the U.S. federal and state securities laws. These statements may be identified by the use of forward looking terminology such as "anticipate," "believe," "continue," "could," "estimate," "expect," "intend," "may," "might," “our vision,” "plan," "potential," "preliminary," "predict," "should," "will," or “would” or the negative thereof or other variations thereof or comparable terminology. The Company has based these forward-looking statements on its current expectations, assumptions, estimates and projections. While the Company believes these expectations, assumptions, estimates and projections are reasonable, such forward-looking statements are only predictions and involve known and unknown risks and uncertainties, many of which are beyond its control. The factors are discussed in the Company’s Annual Report on Form 10-K and subsequent quarterly reports on Form 10-Q filed with the Securities and Exchange Commission (the “SEC”) available at www.sec.gov, and may cause the Company’s actual results, performance or achievements to differ materially from any future results, performance or achievements expressed or implied by these forward-looking statements. The Company cautions you that the list of important factors included in the Company’s SEC filings may not contain all of the material factors that are important to you. In addition, in light of these risks and uncertainties, the matters referred to in the forward-looking statements contained in this press release may not in fact occur. The Company undertakes no obligation to publicly update or revise any forward-looking statement as a result of new information, future events or otherwise, except as otherwise required by law.
Source: Avaya Newsroom