Connect your employees to your customers across the channels they use most.
Automate and personalize business processes with prebuilt or customized apps.
Call, meet, message, and more—all in one app.
Connect people, tasks, tools, and more in a customizable app built for immersive collaboration.
Rely on our team of experts to help you get the most from your investment.
Consult with the experts to create your best customer journey.
Find a cloud that’s flexible, secure, and dedicated to your organization.
Explore our complete portfolio of devices for individuals and conference rooms.
See what’s next for your full-featured call center.
Explore your options for communications innovation.
Take collaboration, both inside and out, to the next level.
Move at your pace with Avaya’s hybrid cloud options.
Deliver effortless experiences for customers and employees at every touchpoint.
Help your contact center run smoothly, no matter where your employees are.
Find an Authorized Avaya Channel Partner in your part of the world.
Build new, innovative communications solutions via Avaya’s open solution platforms.
See our partnerships with leading technology companies for unique and value-adding solutions.
Explore all of the partner types and programs available at Avaya
Sell the Avaya portfolio with benefits, incentives, lead gen, training, and marketing resources.
Transition customers to the cloud fast and on budget, supported by Avaya services and features.
Stay up to date on Avaya's latest news and solutions.
Deliver innovative and complete solutions to your customers.
Get to know Avaya through our blogs. Insights on collaboration, customer experience, AI, digital.
Watch videos and listen to podcasts by topic or just browse what’s new. Interviews, solutions, how-to’s, more.
See inspiring ways companies are using Avaya solutions to change the world of work.
Look at what's new in our world—and how it benefits yours.
Engage with us in an immersive and interactive experience—on site, virtually, or a combo.
Listen in on conversations with tech innovators who are transforming the experience economy.
Learn about the privacy, compliance, and security inside Avaya solutions.
Review the terms and policies associated with Avaya software and services.
Learn about Avaya’s progress and ongoing work to better serve our customers.
Access a full range of information and assistance for your Avaya solution.
For research and support, access our product documentation resources.
Meet Avaya experts at our events, webinars, expos, conferences and more.
In person or online, gain a full understanding of your Avaya solution and its capabilities.
Santa Clara, Calif. – August 24, 2020 – Avaya (NYSE: AVYA), a global leader in solutions to enhance and simplify communications and collaboration, announced that its Avaya OneCloud CCaaS solution has been named a 2020 Contact Center Technology Award winner by CUSTOMER magazine. The award honors a product or service’s ability to help enterprises and outsourced contact centers deliver world class customer experiences.
Avaya OneCloud CCaaS (Contact Center as a Service) is powering organizations’ customer experience centers by providing customer and workforce engagement solutions to connect and orchestrate all the touchpoints throughout the customer journey while leveraging the power of AI, insights, knowledge and resources from across the organization. This enables users to deliver not only the right customer experience but also the right employee experience for those supporting the customer journeys.
“Avaya is turning the contact center into a customer experience center, where consumers have more rewarding engagements with an organization and are able to interact using their smart phone, tablet, or any other devices, interacting across a variety of voice and digital channels that include web chat, email, text messaging, social media, and more,” said Simon Harrison, Avaya SVP and Chief Marketing Officer. “Avaya provides all the features a customer experience center requires to meet the needs of today’s customers and employees, using the power and versatility of a true cloud solution.”
Hydro Ottawa is a critical utility company serving Canada's capital for over 100 years, and with Avaya OneCloud CCaaS, was able to respond swiftly when the COVID-19 outbreak suddenly hit. “It was extremely important that we accounted for our employees’ health and wellbeing while they worked from home, many who were doing so for the first time,” said Mark Fernandes, CIO, Hydro Ottawa. “With the pressure to meet customer expectations and handle a high volume of difficult calls, the last thing they needed was lagging contact center capabilities. Avaya was instrumental in this. The move was so seamless that our customers didn’t even know. With Avaya, we maintained full visibility and continued to get the business intelligence we needed to make improvements and the best decisions for our customers.”
Cincinnati Bell, a U.S. service provider, is implementing a new Avaya OneCloud CCaaS solution to support nearly 300 agents working remotely. They required a stable and reliable public cloud solution that could be deployed quickly and cost effectively. “We were very siloed, we had disparate systems and solutions for customer touch points across the organization,” said Christina Neises, Vice President of Contact Center Operations for Cincinnati Bell, Inc. “This prohibited us from collecting and understanding, holistically, our customer interactions. That inconsistency across channels was resulting in frustrated customers. We looked at other vendors but made the decision to go the Avaya route because I knew I was getting a stable, reliable, robust and scalable platform. With a single platform, we will be able to ensure consistent reporting, monitoring and management of our customer interactions, as well as our front-line support personnel.”
Conduit Global is a pioneering business process outsourcing (BPO) and contact center provider, and with Avaya OneCloud CCaaS, Conduit Global has helped clients maintain excellent customer service standards, while simultaneously driving down annual costs and increasing efficiency. “We’re impressed with the features and functionalities of Avaya’s integrated multichannel customer contact solution,” explains Conduit Global’s CEO, Michael Graham. “It is flexible and easy to use, deploy and manage. The solution meets our requirements for optimizing live customer contact. With Conduit Global Managed Services, our corporate customers can outsource their entire communications infrastructure to us and focus on their core business while we manage their infrastructure and all the services while maintaining unparalleled service levels.”
This 15th-annual Contact Center Technology Award, presented by CUSTOMER Magazine, honors vendors and technologies that have embraced technology as a key tool for customer service excellence. This award distinguishes their success as innovators, thought leaders, and market movers in the contact center and customer care industries.
Results of the 2020 CUSTOMER Contact Center Technology Award will be published in CUSTOMER Magazine online and on TMCnet.
Since 1982, CUSTOMER magazine (formerly Customer Interaction Solutions) has been the voice of the call/contact center, CRM and teleservices industries. CUSTOMER has helped the industry germinate, grow, mature and prosper, and has served as the leading publication in helping these industries that have had such a positive impact on the world economy to continue to thrive. Through a combination of outstanding and cutting-edge original editorial, industry voices, in-depth lab reviews and the recognition of the innovative leaders in management and technology through our highly valued awards, CUSTOMER strives to continue to be the publication that holds the quality bar high for the industry. Please visit https://www.customerzone360.com/.
Alex Alias and Julianne Embry
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.
All trademarks identified by ®, TM, or SM are registered marks, trademarks, and service marks, respectively, of Avaya Inc. All other trademarks are the property of their respective owners.
Source: Avaya Newsroom