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Deliver Your Best Customer Experience with Avaya OneCloud CCaaS​

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Your Cloud Contact Center Solution

There’s nothing more crucial than delivering the experiences customers expect. The right cloud solution makes it easy to create the services, interactions, and outcomes that are uniquely yours. Avaya OneCloud CCaaS is how you remake the way customers—and employees—experience your business.​

Ventana Research Names Avaya a Top CCaaS Provider

In its Contact Center in the Cloud Value Index 2021, Ventana evaluates CCaaS vendors for product and customer experience, capabilities, cost-effectiveness, and more. Ventana classifies Avaya as Innovative, notable for capabilities and usability.

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Ventana Research Names Avaya a Top CCaaS Provider

Welcome to Avaya OneCloud CCaaS

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Make Every Agent a Superstar

Deliver an effortless customer experience across voice and digital interactions using a single customizable desktop.​

See What You Can Do with Avaya OneCloud CCaaS

Give Supervisors Actionable Insights

Get real-time dashboard visibility into agent performance, interactions, availability, and more. Take required corrective actions in the moment.

See What You Can Do with Avaya OneCloud CCaaS

Keep Fine-Tuning the Experience

Easy-to-use visual task editors let you create workflows, manage auto responses, define and assign work, and more.

See What You Can Do with Avaya OneCloud CCaaS

Connected Touch Points

Deliver the simple and fast experience customers expect across all your touch points—voice, email, messaging, chat, and social.

Intelligent Routing

Quickly match customers with your experts based on situational context, customer data, employee attributes, and desired outcomes.

Self-Service Automation

Be always open when you provide an effortless experience that lets customers manage their own voice inquiries using natural speech or touch tones.

Empowered Employees

A personalized workspace easily brings customer insights from different applications and systems into a single, cohesive view.

Customer Journey Intelligence

Help employees anticipate customer needs and personalize experiences by enabling them to interact with customer journey touch points.

Business Process Orchestration

Easy-to-use visual task editors enable business users and IT to fine-tune the experience delivered to both customers and employees.

Workforce Engagement

Enhance regulatory compliance with call and screen recording. Drive employee performance with quality management and performance management dashboards.

Bring Your Own Channel​

Integrate homegrown as well as common messaging channels like What’sApp, Facebook Messenger, and Apple Chat into a single system.​

Unified Reporting

Historical and real-time reporting makes it easy to keep a pulse on performance and the overall employee and customer experience.

Reimagine Your Contact Center with New Capabilities

Make experiences memorable across all touchpoints for both customers and the employees who serve them. New technology and seamless solutions make it possible.

Working online at home

We couldn’t settle when it came to the contact center. We had seen Avaya’s recognitions for contact center and customer experience innovation over the years, and we knew they’d be able to take our operations to that next level.

Austin Ifedirah, Founder and CEO, Engagent Health​

Contact center worker with headset

A Day in the Life of Your Contact Center

See how you can create better experiences for both customers and staff. Read the stories of different businesses solving their customer service challenges using Avaya OneCloud CCaaS. We explore AI-powered solutions for integrated desktops and virtual assistants, in-the-moment data retrieval, real-time reporting, and an empowered workforce.

What Every Business Needs to Consider for Amazing Customer Service

Bring your customer experience forward with new digital services that connect every channel, serve every device, and make both your teams and customers feel empowered. We can show you how.

Remote Customer Service Worker
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Four Ways CCaaS Delivers a Better Employee and Customer Experience

For business success, experiences—both customer and employee—matter more than anything else. Engaged, empowered employees in your contact center have a direct and positive impact on your customer experience. Learn about the four pillars that can support your essential customer experience in 2021.

Read Avaya Blogs: Limitless Possibilities for Your Contact Center in the Cloud

Today’s Customers Want Everything. Here’s How to Give it to Them.

Today’s Customers Want Everything. Here’s How to Give it to Them.

Today’s customer is more sophisticated than ever. They are inquisitive yet impatient, decisive yet unpredictable,...

Natalie Keightley

20-Apr-2021 3 min read

Continue Reading
4 Things Holding Your Business Back from Delivering Amazing Customer Service

4 Things Holding Your Business Back from Delivering Amazing Customer Service

Successful organizations understand the importance of customer service and go above and beyond to excite and impress....

Paul Lang

07-Apr-2021 3 min read

What’s a Cloud Contact Center and Why Does Your Business Need One?

What’s a Cloud Contact Center and Why Does Your Business Need One?

When you first started your business, things were simple. Customer service was the occasional ring of your phone. Over...

Mike Butts

31-Mar-2021 3 min read

The Top Three Considerations When Moving to the Cloud

Not All Cloud Contact Center Solutions Are Created Equal: The Top Three Considerations When Moving to the Cloud

If you operate an on-premises contact center, you’re likely in the process of shifting to a cloud-based model or...

Mike Butts

14-Jan-2021 6 min read

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Resources

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Contact Center Agent Working at Home

Demo an Avaya Contact Center in the Cloud

Avaya gives you new ways to connect with customers when and how they want. View a demo to see what’s possible. One easy sign-up gives you access to all the demos.

  • Watch Demo Video Shorts: See how to transform your customer journey.
  • Watch an On-Demand Webinar: Learn even more in this detailed presentation.
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