List of Avaya Aura Call Center Elite Customers
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Since 2010, our global team of researchers has been studying Avaya Aura Call Center Elite customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased Avaya Aura Call Center Elite for Call Center from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Avaya Aura Call Center Elite for Call Center include: Norwegian Cruise Line, a United States based Transportation organisation with 38900 employees and revenues of $8.00 billion, Ammerland-Klinik Germany, a Germany based Healthcare organisation with 2000 employees and revenues of $220.0 million, County of San Mateo, a United States based Insurance organisation with 120 employees and revenues of $12.0 million and many others.
Contact us if you need a completed and verified list of companies using Avaya Aura Call Center Elite, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight | Insight Source |
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Ammerland-Klinik Germany | Healthcare | 2000 | $220M | Germany | Avaya | Avaya Aura Call Center Elite | Call Center | 2019 | n/a | In 2019, Ammerland-Klinik Germany deployed Avaya Aura Call Center Elite as part of a broader Avaya Aura migration to centralize patient and internal voice communications and improve operational routing. The deployment targeted the Call Center function across clinic departments and emphasized intelligent call distribution and consolidated reporting across clinical and administrative lines. Avaya Aura Call Center Elite was configured alongside CMS Reporting to deliver queue analytics, agent visibility, and distribution policies typical of Call Center implementations. Configuration work focused on skill based routing, priority queues, and alarm and notification integration to support clinical escalation and patient-facing contact flows. The implementation tied CMS Reporting into departmental telephony so reporting and alerts could be consumed by clinical teams, operations, and service desks, reflecting an integrated Avaya Aura voice platform architecture. Operational coverage was Germany, healthcare, with the solution instrumented across multiple clinic departments rather than a single silo. Governance centered on centralized call routing policy and standardized CMS Reporting dashboards to align department workflows and escalation procedures. Vendor documentation explicitly notes that the rollout improved call routing, reporting and alarm and notification integration. | |
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County of San Mateo | Insurance | 120 | $12M | United States | Avaya | Avaya Aura Call Center Elite | Call Center | 2015 | Waterfield Technologies | In 2015 Health Plan of San Mateo implemented Avaya Aura Call Center Elite as a Call Center solution to modernize member services and reporting during a facility relocation. The initiative targeted member services operations and reporting workflows to improve call handling and operational visibility. Avaya Aura Call Center Elite was deployed with multichannel contact handling, SIP trunking connectivity, CMS reporting for operational metrics, and skills based routing to support multilingual service and competency matching. The implementation emphasized the Call Center reporting and routing modules to centralize queue management and provide standardized operational dashboards. The California healthcare member services deployment was delivered by VOX Network Solutions with SI/VAR Waterfield Technologies and was executed alongside the facility move. Rollout focused on contact center teams and reporting governance to reduce manual consolidation, and operational outcomes included roughly 200 fewer manual reporting hours per year and improved answer times. | |
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Norwegian Cruise Line | Transportation | 38900 | $8.0B | United States | Avaya | Avaya Aura Call Center Elite | Call Center | 2019 | n/a | In 2019 Norwegian Cruise Line deployed Avaya Aura Call Center Elite to create a geo-redundant contact center and move 1,300 agents overnight to a single, resilient Avaya platform. The Avaya Aura Call Center Elite implementation targeted Call Center operations and contact center/CRM processes for Norwegian Cruise Line's hospitality operations in the United States, with a clear mandate to protect operations from hurricane-related outages. The implementation centered on core Call Center capabilities, including automated call re-routing, centralized call routing logic, and high-availability architecture to support continuous agent operations. Configuration work emphasized routing policies and failover automation to ensure sessions were redirected in the event of site disruptions, and platform consolidation enabled unified management of queuing and agent skill assignments. Operational coverage included moving approximately 1,300 agents onto the Avaya platform overnight and consolidating global call-center management under a single instance of Avaya Aura Call Center Elite. The project explicitly addressed contact center and CRM process flows within the hospitality sector in the US, aligning routing and agent workflows to those customer service processes. Governance and rollout were executed as an accelerated migration, with operational governance centralized to manage failover procedures and runbook changes for storm-related contingencies. Outcomes called out by the deployment include automated call re-routing, improved resilience against hurricane-related outages, and consolidated global call-center management. |
Buyer Intent: Companies Evaluating Avaya Aura Call Center Elite
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