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Customer Engagement
Avaya Oceana™ delivers the best customer experience each time, every time.
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Avaya Equinox™ Experience: Communications for How We Really Work
Communications are now handy, easy, and include context.
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Innovative solutions for the challenges of cybersecurity, digital transformation, and IoT.
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Broadest option of cloud solutions that meet the needs of any business.
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Zang is 100% Cloud-Based Communications
Transform your conversations—and your business.
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Avaya Honored for Excellence in Customer Satisfaction
For the fourth consecutive year, Avaya receives the NorthFace ScoreBoard Award for our support services.
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- What Customers Are Saying
"We were looking for a partner, not a vendor. Avaya has proven to be a partner to Erlanger – they are there when we need...
Case Study Quick View: Erlanger Health System
2500+ EmployeesNetworkingBuild a path to the future. Avaya’s advanced fabric networking technology takes SDN networking and cloud services to the next level. Reduce network outages, enjoy quicker access to information, and easily integrate new communications channels and applications. If you wish, do it all with your existing infrastructure.Team EngagementTeam engagement is the magic that happens when everyone in your workforce is connected effortlessly to the mission, to each other and to customers. When it works you feel it in your culture and on your balance sheet—and your customers feel it most. Barriers disappear. Productivity rises. Our team engagement solutions get you there.
"The Avaya network helps us do more with less, it’s doing everything we thought it would do.”
-Eric Hammer, Senior Director of Technical Services
Erlanger Health System
Digital transformation has been a top priority in recent years for healthcare organizations who believe that they can improve efficiency and costs while maintaining excellent patient care. Erlanger Health System, which prides itself on delivering exceptional care to patients, knew that it needed an extremely reliable, intelligent network to accommodate its planned Electronic Health Records (EHR) installation, as well as a communication system and wireless capabilities that would accommodate the latest patient care innovations.
Benefits
Increased ProductivityNetwork ScalabilityEnhanced CollaborationDavid Peterson, Erlanger Health System
“Avaya brought a depth of knowledge about contact center operations that was essential to restructuring our call center...
Case Study Quick View: Norwegian Cruise Line
2500+ EmployeesCustomer EngagementToday’s customer relationships are ongoing conversations that unfold across time and channels. Phone, video, email, chat, social: It’s all one integrated omnichannel now. Done right, seamless execution pays off in increased revenue and higher lifetime value of customers. Our customer engagement solutions make it possible.
Team EngagementTeam engagement is the magic that happens when everyone in your workforce is connected effortlessly to the mission, to each other and to customers. When it works you feel it in your culture and on your balance sheet—and your customers feel it most. Barriers disappear. Productivity rises. Our team engagement solutions get you there.
“We found Avaya’s understanding of telephony and contact center operations to be unique in the industry.”
-Barbara Tucker, Manager, Telecommunications
Norwegian Cruise Line
Hurricanes and other extreme weather can be a major disruption to operations at Norwegian Cruise Line (NCL) – in more ways than you would expect. Interruptions to the company’s contact center, which takes approximately 4.8 million calls every year from guests and travel agents, can seriously impact customer service and revenue.
Benefits
Increased ProductivityNetwork ScalabilityImproved Customer ServiceBarbara Tucker, Norwegian Cruise Line
“The Avaya IP Office is a good value, and having all communications under one umbrella has done great things for us. I...
Case Study Quick View: Stacey Cohen Design
1-99 EmployeesCustomer EngagementToday’s customer relationships are ongoing conversations that unfold across time and channels. Phone, video, email, chat, social: It’s all one integrated omnichannel now. Done right, seamless execution pays off in increased revenue and higher lifetime value of customers. Our customer engagement solutions make it possible.
Team EngagementTeam engagement is the magic that happens when everyone in your workforce is connected effortlessly to the mission, to each other and to customers. When it works you feel it in your culture and on your balance sheet—and your customers feel it most. Barriers disappear. Productivity rises. Our team engagement solutions get you there.
“Overall, the Avaya solution has helped us function better as a company.”
—Stacey Cohen, Principal Designer
Stacey Cohen Design
Based in Toronto, Stacey Cohen Design (SCD) is a fast-growing, five-person residential and commercial design firm. For small businesses, presenting a professional image to existing and potential clients is critical. But as Principal Designer, Stacey Cohen, explains, her communications solution was doing anything but that.
Benefits
Improved Customer ServiceIncreased ProductivityEnhanced CollaborationStacey Cohen, Stacey Cohen Design
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- Featured Case Studies
- Merchbanc
Case Study Quick View: Merchbanc
100-2,499 EmployeesTeam EngagementTeam engagement is the magic that happens when everyone in your workforce is connected effortlessly to the mission, to each other and to customers. When it works you feel it in your culture and on your balance sheet—and your customers feel it most. Barriers disappear. Productivity rises. Our team engagement solutions get you there.
Customer EngagementToday’s customer relationships are ongoing conversations that unfold across time and channels. Phone, video, email, chat, social: It’s all one integrated omnichannel now. Done right, seamless execution pays off in increased revenue and higher lifetime value of customers. Our customer engagement solutions make it possible.
"There are many features that Scopia provides for us, plus easy, intuitive operation."
— Miquel Reig, IT Director, Merchbanc
Merchbanc
The financial group Merchbanc chose Avaya for the unification of all communications - voice, data and video - with the aim of providing the best service to its customers while complying with strict security regulations required in the financial sector.
Benefits
Increased ProductivityImproved Customer ServiceNetwork ScalabilityThe financial group Merchbanc chose Avaya for the unification of all communications -...
- Healthplex
Case Study Quick View: Healthplex
100-2,499 EmployeesCustomer EngagementToday’s customer relationships are ongoing conversations that unfold across time and channels. Phone, video, email, chat, social: It’s all one integrated omnichannel now. Done right, seamless execution pays off in increased revenue and higher lifetime value of customers. Our customer engagement solutions make it possible.
Team EngagementTeam engagement is the magic that happens when everyone in your workforce is connected effortlessly to the mission, to each other and to customers. When it works you feel it in your culture and on your balance sheet—and your customers feel it most. Barriers disappear. Productivity rises. Our team engagement solutions get you there.
“I’m not constantly troubleshooting, it just seems to run.”
-Michael Bach, Network Administrator
Healthplex
Rapid growth is great for a company’s bottom line – but it can also tax systems to their limits. Healthplex provides cost-effective dental plans for insurance companies and third-party administrators. As Healthplex watched its dental plan business grow, its legacy phone system and contact center platform had been patched to its limits. Adding more hardware, per manufacturer’s recommendations, caused bandwidth issues and hampered call capacity. As a result, the phone system was unreliable and could not accommodate customer call volume or newer technologies that would support the company’s commitment to customers or its growth plans.
Benefits
Increased ProductivityImproved Customer ServiceEnhanced CollaborationRapid growth is great for a company’s bottom line – but it can also tax...
- Town of Shawinigan
Case Study Quick View: Town of Shawinigan
Topic : Network Security, Team Efficiency100-2,499 EmployeesNetworkingBuild a path to the future. Avaya’s advanced fabric networking technology takes SDN networking and cloud services to the next level. Reduce network outages, enjoy quicker access to information, and easily integrate new communications channels and applications. If you wish, do it all with your existing infrastructure.Team EngagementTeam engagement is the magic that happens when everyone in your workforce is connected effortlessly to the mission, to each other and to customers. When it works you feel it in your culture and on your balance sheet—and your customers feel it most. Barriers disappear. Productivity rises. Our team engagement solutions get you there.
"The Avaya solution facilitates the introduction of innovative technologies and new services."
-Lyne Vallières, Director of the Office of Information Technology
Town of Shawinigan
Avaya Fabric Connect equips Quebec town with infrastructure to meet all of its future needs
As one of the first towns in North America to produce hydroelectricity, Shawinigan has built its economy around large resource-based industries such as aluminum, pulp and paper production and electrochemistry. Over the past few decades, however, these large employers have left the region, causing job losses and an exodus of young graduates from the area.
Benefits
Increased ProductivityReduce CostNetwork ScalabilityAvaya Fabric Connect equips Quebec town with infrastructure to meet all of its future...
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- Merchbanc
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Case Study: Norwegian Cruise Line
A redundant, resilient contact center routes calls across locations and agents, keeping essential customer service always open.
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