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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.​

Aragon Research Names Avaya a Contact Center Leader for Third Straight Year

The 2021 Aragon Research Globe for Intelligent Contact Centers highlights how Avaya drives a better experience for both customers and employees. Read the report to learn more about how Avaya OneCloud CCaaS uses data and AI to power next-gen experiences.

Aragon Research Globe for Intelligent Center, 2021

Welcome to Avaya OneCloud CCaaS

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.

Download the Report
Ventana Research Names Avaya a Top CCaaS Provider

Make Every Agent a Superstar

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

Screenshot of Desktop view for Agent and Customer Interactions

Give Supervisors Actionable Insights

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

Interaction Dashboard screenshot

Keep Fine-Tuning the Experience

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

Animated flowchart of a workflow.

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 WhatsApp, 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​

Building the Total Experience

In this Avaya newsletter, featuring Gartner Research, we explore how an integrated customer and employee experience enables effortless communication solutions.

Download the Newsletter
Avaya newsletter, featuring Gartner Research

What Customers are Saying

Check out Avaya OneCloud CCaaS ratings from independent review site TrustRadius.

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
Portrait of bearded young man smiling

Why It’s Time to Integrate UCaaS & CCaaS

When all your employees—not just customer service reps—are responsible for customer success, you can deliver truly innovative customer experiences. Make it happen by integrating a cloud-based UCaaS and CCaaS solution for everyone. Metrigy details what to know and how to start.

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

Accelerating Digital Transformation in Healthcare Using Flexible Cloud Solutions

Accelerating Digital Transformation in Healthcare Using Flexible Cloud Solutions

Digital transformation has become non-negotiable as healthcare organizations work to keep up with the rapid pace of...

Scott Hanwell

June 30 3 min read

Continue Reading
Creating a Company Culture Built on Customer-Centric Collaboration

Creating a Company Culture Built on Customer-Centric Collaboration

Be it a global corporation or a smaller local business: if you have employees and customers, you need the right tools to...

Mike Butts

June 24 3 min read

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

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

Resources

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...

African American Woman with headphones on sitting at her computer smiling.

White Paper

Six Ways to Use Avaya OneCloud CCaaS in Your Business

Infographic

Six Ways to Use Avaya OneCloud CCaaS in Your Business

Avaya OneCloud CCaaS

Fact Sheet

Avaya OneCloud CCaaS

Supercharge Your Customer and Employee Experience with AI-Enabled Customer Journeys

White Paper

Supercharge Your Customer and Employee Experiences

Man wearing headset typing on computer.

eBook

Success Means Being Everywhere, All the Time

Contact Center Agent Working at Home

Demo an Avaya Contact Center in the Cloud

See how to transform your customer journey. 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 demo videos.

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