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Avaya OneCloud CCaaS

Reimagine Your Customer and Employee Experiences

Each Experience Shapes the Future

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.

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.

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A Day in the Life of Your Contact Center

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

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.

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 all devices and touchpoints.

Self-Service

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 achieve exactly what is needed in the moment.

Analytics and Reporting

Get the insights you need to meet customers wherever they are. Gain real-time performance feedback to ensure 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, exceeding expectations of the everything customer.

Avaya OneCloud Subscription

Access the most up-to-date Avaya OneCloud technology to ensure the best possible communications experience for your business. Avaya OneCloud Subscription comes at a price point that lets you move forward right now.

Avaya OneCloud Private

Entirely dedicated to your organization, a private cloud is built on a flexible pay-per-use model and delivers high performance, speed, security, compliance, and easy scalability. So you can keep innovating with everything the cloud offers.

Engagent Health

Engagent Health Increases Conversions by 60% Using Avaya OneCloud Solutions

View Case Study
Hydro Ottawa

Energy & Utilities

Hydro Ottawa Keeps Customers Energized With Avaya OneCloud CCaaS

Health Plan of San Mateo

Healthcare

Health Plan of San Mateo Strengthens Member Service Via Improved Reporting & Call Visibility

CIEE

Technology

With Avaya, CIEE Transforms Its Communication with Its Student Client Base

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

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

April 20 3 min read

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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

April 07 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

March 31 3 min read

AI in the Contact Center

The AI Powered Contact Center

Artificial Intelligence is already impacting virtually all facets of our lives:  everything from our newsfeeds to...

Thomas Smith

March 24 3 min read

Conversational AI for CX: What, Why, and How

Conversational AI for CX: What, Why, and How

According to Deloitte’s 2019 Global Contact Center Survey, 56% of companies believe that Artificial Intelligence...

Mike Butts

February 09 4 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

January 14 6 min read

Serving the Everything Customer

Serving the Everything Customer

Today’s customers present us with a paradox – they want everything, but not all at the same time. Sometimes...

Natalie Keightley

November 12 2 min read

Man smiling while on a skateboard

April 21, 1:30 pm EDT

Don’t Miss the Avaya Master Class at Collision

Join us online for North America’s fastest growing tech conference. In our Customer Experiences Master Class, you’ll learn how to create custom experiences that scale.

Transcend Omnichannel Thinking and Embrace Multiexperience to Improve 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.

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Resources

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We’re Known as a Leader in Contact Center Innovation

For the second straight year, Avaya is positioned as a Leader in the Aragon Research Globe for Intelligent Contact Centers. Recognizing our innovation in customer experience solutions, Aragon notes that we’ve “continued to push the envelope with Avaya Contact Center.”

Read the Aragon Research Globe
Read the Frost Radar Award

We’re Recognized for Creating Innovative Customer Experiences

Avaya receives the 2020 North American Frost Radar Best Practices Award for Growth, Innovation & Leadership in Workforce Optimization. Frost and Sullivan says our complete approach—including AI-infused bots, predictive routing, and agent guidance—makes us the market leader.

Industry Recognition for Avaya Contact Center Solutions

Digital.com: 15 Best Call Center Software of 2020
CUSTOMER Magazine 2020 Contact Center Technology Award
Industry Wired Magazine: World’s Top 10 Best Contact Center Solution Providers
The Aragon Research Globe™ for Intelligent Contact Center, 2020
Frost & Sullivan Best Practices Awards 2020
Frost & Sullivan Customer Value Leadership Award
See All Awards

Contact Center Agent

AVAYA ONECLOUD CCAAS

Ready in Hours, Your Contact Center in the Cloud

This is the latest in self-service, routing, and agent tools—plus great workforce engagement features and some pretty amazing analytics. Ready to buy now.

Let's Reimagine Your Contact Center

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