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06-11-2020

Avaya to Support American Red Cross Disaster Recovery and Humanitarian Relief Capabilities with Cloud Communications and Mobile Solutions

A single cloud-based contact center will help increase employee productivity, improve experiences for those seeking relief, and boost organizational efficiencies

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.”

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About Avaya

Businesses are built on the experiences they provide, and everyday millions of those experiences are built by Avaya (NYSE: AVYA). For over one hundred years, we’ve enabled organizations around the globe to win – by creating intelligent communications experiences for customers and employees. Avaya builds open, converged and innovative solutions to enhance and simplify communications and collaboration – in the cloud, on-premise or a hybrid of both. To grow your business, we’re committed to innovation, partnership, and a relentless focus on what’s next. We’re the technology company you trust to help you deliver Experiences that Matter. Visit us at http://www.avaya.com.

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Source: Avaya Newsroom

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Alex Alias

Avaya Media
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