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Avaya OneCloud CCaaS

Put a Market Leader to Work in your Contact Center

Avaya in the Aragon Research Globe

Reimagine Your Customer—and Employee—Experiences

A journey is made up of more than just transactions. Each experience shapes future choices. With your Avaya cloud-based contact center, you can make experiences always effortless, seamless, and context driven—memorable across all touchpoints for customers and the employees who serve them. Ranking Avaya a Leader two years running, the 2020 Aragon Research Globe says we’ve "continued to push the envelope with Avaya Contact Center."

Get Connected

Connect with customers how and when they want. Create your experience for today’s “everything customer”—who expects your service instantly adapted to their current need.

Enhance Processes

Increase responsiveness and personalize interactions by synchronizing customer and employee experiences. Put customers and employees at the center of your business by aligning processes, resources, and functions.

Better Manage Resources

In our digital world, the human touch matters more than ever. Keep employees engaged and motivated with intuitive tools that help them keep customers coming back.

Act on Intelligent Insights

Make decisions based on rich business intelligence, every time. Gain the deep customer and employee insights you need to improve customer and employee experiences across your organization.

In less than a week, Avaya deployed a fully cloud-based SaaS solution enabling employees, including contact center agents, to work from home. Avaya OneCloud CCaaS allowed Hydro Ottawa to make this seamless transition with no interruption of service, ensuring customers could continue to communicate with the company while facilitating the safety of employees.

Mark Fernandes

CIO Hydro Ottawa

Explore Avaya OneCloud CCaaS

Woman at home talking on phone while working on laptop.

Multiexperience Contact Center

The “everything customer” wants to connect using voice, chat, email, text, social, and self-service options. Avaya OneCloud CCaaS delivers a seamless experience across devices, touchpoints, and modalities.

Automation

Give employees and customers the power to streamline their journeys. From easy, self-service options for customers to employee tools like proactive outreach, virtual assistants, biometrics and more, create the best experience every time.

AI and Knowledge

Even the best employee can only do so much at once. With an AI-powered contact center, employees and customers can leverage the latest in AI and machine learning to deliver exactly what the customer needs in the moment.

Analytics and Reporting

Get the insight you need to meet customers wherever they are and gain real-time performance feedback to ensure your employees are delivering a superior experience.

Workforce Engagement

The right tools transform employees into brand ambassadors. Avaya One Cloud CCaaS provides everything employees need to be there when customers need them the most, fulfilling the expectations of the everything customer.

Public Cloud Option

Ready in hours, create an effortless experience for customers. Get our latest self-service, routing, and agent tools—plus great workforce engagement features and some pretty amazing analytics. Buy it now.

Transcend Omnichannel Thinking and Embrace Multiexperience to Improve Your CX

Delivering your best experiences now takes more than an omnichannel approach. Gartner introduces multiexperience: Your customers, your team members, the apps they're using, and the digital and human touchpoints you present are all integrated. It’s an edge-to-edge system knit together with seamless interactions, handoffs, and data.

Download the Report
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Industry Recognition for Avaya Contact Center Solutions

The Aragon Research Globe™ for Intelligent Contact Center, 2020
Frost & Sullivan Best Practices Awards 2020
Frost & Sullivan Customer Value Leadership Award
See All Awards

Reimagine Your Contact Center

Get Avaya OneCloud CCaaS
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