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Avaya OneCloud CCaaS

Put a Market Leader to Work in your Contact Center

Avaya in the Aragon Research Globe

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.

Explore Avaya OneCloud CCaaS

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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.

We had dozens of contact center employees adjusting to working from home. We were dealing with a huge influx in call volume ... There would have been upset callers, long hold times, and a certain decline in customer experience. The investment we made in Avaya years back has paid off.

Mark Fernandes

CIO

Before, it took me half a day every week to create reports. Now it takes just five minutes. Instead of building reports, I can spend more time raising service levels.

Jose Santiago

Member Services Manager

[This project] was not only an important milestone for CIEE’s digital transformation, but also a way of delivering satisfying experiences to young people entering the job market.

Silvio Soares

Technology and Support Manager

We needed to ensure calls would be answered quickly, intelligently and attentively, no matter how busy a branch was.

With card tokenization, we will likely shave about 30 seconds off a 4-minute call—and that's significant, when you realize we handle 3.3 million calls per year, more than half of which involve credit cards.

Jeanette Askin

Head of Customer Service

The new platform puts us in a strategic position to continue to provide our customers the best performance and service, offering a unique technology in the local and global call center market.

Vittorio Dall’Omo

Financial Vice President

AI Takes the Spotlight in Our 600th Contact Center Patent

Our newly patented chatbot technology lets virtual agents work via voice, text and chat to serve customers. Infused into your Avaya OneCloud CCaaS solution, this AI helps you provide more seamless, predictive, personalized experiences to all.

Read the News
AI Takes the Spotlight in Our 600th Contact Center Patent

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

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.

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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

Reimagine Your Contact Center

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