List of Avaya Aura Workforce Optimization Customers
Avaya
350 Mt. Kemble Avenue,
Morristown, NJ, 07960,
United States
Morristown, NJ, 07960,
United States
1 973-605-1802
Professional Services
8000
$2.5B
Since 2010, our global team of researchers has been studying Avaya Aura Workforce Optimization 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 Workforce Optimization for Workforce Management 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 Workforce Optimization for Workforce Management include: Aon, a United Kingdom based Professional Services organisation with 60000 employees and revenues of $15.70 billion, Boots, a United Kingdom based Retail organisation with 51000 employees and revenues of $8.84 billion, Virgin Australia, a Australia based Transportation organisation with 8000 employees and revenues of $4.12 billion, OneAmerica, a United States based Banking and Financial Services organisation with 2600 employees and revenues of $3.46 billion, Severn Trent Water, a United Kingdom based Utilities organisation with 8763 employees and revenues of $2.99 billion and many others.
Contact us if you need a completed and verified list of companies using Avaya Aura Workforce Optimization, 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.
The Avaya Aura Workforce Optimization customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Agilisys | Professional Services | 978 | $128M | United Kingdom | Avaya | Avaya Aura Workforce Optimization | Workforce Management | 2008 | n/a |
In 2008 Agilisys implemented Avaya Aura Workforce Optimization to support contact centre Workforce Management at its Barrow-in-Furness operations in the United Kingdom. The Avaya Aura Workforce Optimization deployment concentrated on call volume forecasting, creation of daily weekly and monthly workforce plans, adherence monitoring, and management information reporting used by contact centre analysts.
Configuration and functional modules reflected standard Workforce Management capabilities, including forecast engines and schedule generation, adherence monitoring consoles, intraday management tools for reactive recommendations, and automated MI report production. The implementation supported proactive call management and trend analysis workflows that were part of routine operational planning and performance tracking.
The solution was operated alongside Avaya telephony and dialler components and other WFM tools, with the contact centre analyst acting as the key point of contact for any dialler or localised IT issues. Operational coverage emphasized contact centre operations and workforce planning, and the deployment was used to manage SLA and KPI adherence across internal and external relationship management processes.
Governance centered on a contact centre analyst role responsible for adherence oversight, MI report generation, real time monitoring and intraday interventions, with compliance awareness for OFCOM regulations and DPA integrated into procedural workflows. Avaya Aura Workforce Optimization served as the primary Workforce Management system instrumenting forecasting scheduling adherence and reporting for Agilisys contact centre operations.
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Aon | Professional Services | 60000 | $15.7B | United Kingdom | Avaya | Avaya Aura Workforce Optimization | Workforce Management | 2015 | n/a |
In 2015, Aon deployed Avaya Aura Workforce Optimization as part of its Workforce Management program across multiple site call centers. The engagement focused on instituting a standardized workforce management structure, process, and procedures to centralize forecasting, scheduling, attendance monitoring and schedule adherence workflows.
Implementation centered on Avaya Aura Workforce Optimization alongside operational use of AVAYA CMS, BroadSoft Transera, and SQL data queries to capture contact event data, agent performance and intraday adherence. Functional capabilities implemented included demand forecasting, short and long term staffing models, intraday adherence monitoring, schedule generation and performance reporting executed through Avaya Aura workforce software.
Operational scope covered multiple site call centers with documented rollouts across two primary centers where new workforce processes were initiated. Integrations were explicitly established with AVAYA CMS for contact event and agent state information, BroadSoft Transera for telephony session data, and SQL reporting feeds for custom analytics and the Phone to Paid Hours Report used to measure productivity. Business functions impacted included workforce planning, contact center operations, supervisor staffing decisions and hiring assessments.
Governance and process transformation were led by a Senior Workforce Management Analyst based at AON Hewitt Alpharetta GA who created and implemented workforce processes, instituted daily staffing assessment routines, and standardized key indicator reporting. A specific deliverable was the Phone to Paid Hours Report which improved visibility into site productivity, and the notes state the work resulted in improved key indicator reporting that allowed supervisors to staff properly and increased customer satisfaction.
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ASSU 2000 | Insurance | 1800 | $500M | France | Avaya | Avaya Aura Workforce Optimization | Workforce Management | 2017 | n/a |
In 2017, ASSU 2000 implemented Avaya Aura Workforce Optimization as part of a Workforce Management deployment focused on contact center operations. The program was led from the DSI Operations department and targeted transition of 1600 agents to full IP telephony across five sites and 400 agencies, establishing workforce scheduling, quality monitoring, and forecasting capabilities under the Avaya Aura Workforce Optimization application.
The technical implementation included an Avaya Omnichannel Contact Center stack with AACC, AES, WFO, WFM, CHB and SBC components alongside Avaya Equinox for unified communications. Avaya Aura Workforce Optimization provided forecasting, scheduling and quality management modules, and project documentation delivered High Level Design and Low Level Design artifacts, operating files and Level 1 and Level 2 maintenance processes.
Integrations and architecture work comprised SIP interconnection between an existing Alcatel switch and the Avaya environment, operator SIP interconnection to the Avaya infrastructure, and a migration of the Skype solution to Avaya Equinox. Redundancy was managed across two data centers, and the deployment was aligned to an infrastructure and compliance stack that included Arista LAN, Fortinet wifi, Fortinet and F5 firewalls, Veeam Networker backups, Windows Server 2012, EMC storage, VMware virtualization and AS400 connectivity.
Governance and rollout emphasized business stakeholder management through workshops, Coproj Copil and Codir governance forums, and comprehensive training for supervisors, agents and administrators on the Avaya telephony and Workforce Management processes. The program produced detailed operating procedures and maintenance processes to embed Avaya Aura Workforce Optimization into ASSU 2000 contact center operations.
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Boots | Retail | 51000 | $8.8B | United Kingdom | Avaya | Avaya Aura Workforce Optimization | Workforce Management | 2012 | n/a |
Boots implemented Avaya Aura Workforce Optimization in 2012, deploying the application as a Workforce Management solution for its Customer Call Centre and internal ServiceDesks. The deployment targeted Boots UK operations and was situated within a broader retail IT estate supporting desktop, contact centre and service management functions across the organisation.
The Avaya Aura Workforce Optimization implementation focused on core Workforce Management capabilities, including agent scheduling, adherence tracking, forecasting and quality monitoring consistent with contact centre workforce workflows. Configuration activities emphasized agent profile alignment, shift templates and adherence thresholds to support both Customer Call Centre and ServiceDesk staffing needs.
The solution was introduced into an environment that used ServiceNow and Remedy for ticketing, Active Directory for identity services, SCCM and desktop management for client provisioning, and Citrix and VPN technologies for remote access. Operational coverage included call centre operations and ServiceDesk teams, with the Avaya Aura Workforce Optimization instance supporting forecasting and scheduling processes that interfaced conceptually with existing service management and desktop platforms.
Governance and rollout included hands on ServiceDesk integration work, training and mentoring for frontline staff, and knowledge transfer activities. Staff training and shared troubleshooting improvements contributed to frontline support performance, with technicians mentoring more than 50 colleagues and sharing over 35 fixes that were associated with an increase in First Time Fix Rate for the desk.
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Carnival Corporation UK | Leisure and Hospitality | 11000 | $1.6B | United Kingdom | Avaya | Avaya Aura Workforce Optimization | Workforce Management | 2015 | n/a |
In 2015, Carnival Corporation UK engaged Sabio to reconfigure and upgrade its contact centre workforce tooling, culminating in deployment of Avaya Aura Workforce Optimization, aligned with the Workforce Management function. The engagement targeted Carnival’s Southampton headquarters contact centre where an underperforming WFM environment had forced the resource planning team to rely on manual spreadsheets for annualised hours and core workforce planning processes.
Sabio’s Workforce Optimisation specialists stabilized the existing configuration before executing an upgrade path to Avaya Aura Workforce Optimization, and implemented Avaya call recording and quality monitoring capabilities as part of the initiative. The work addressed Workforce Management functional modules including scheduling and forecasting workflows and explicit support for annualised hours, while embedding quality monitoring and call recording into agent performance workflows.
Deployment work focused on integrating the Avaya Aura Workforce Optimization application with Avaya call recording and quality monitoring components, with configuration and sequencing designed to limit disruption to contact centre operations. Operational coverage was centered on contact centre operations and the resource planning team at Carnival’s UK headquarters, and the vendor for the deployed application was Avaya with Sabio delivering the configuration and upgrade services.
Governance and process adjustments emphasized removing spreadsheet workarounds by stabilizing system configuration and standardizing scheduling and quality monitoring workflows. Sabio stabilized system performance prior to the upgrade to Avaya Aura Workforce Optimization, enabling a structured rollout of Workforce Management capabilities and integrated call recording and quality monitoring.
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Government | 1475 | $150M | Netherlands | Avaya | Avaya Aura Workforce Optimization | Workforce Management | 2016 | n/a |
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Government | 3299 | $787M | Canada | Avaya | Avaya Aura Workforce Optimization | Workforce Management | 2020 | n/a |
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Insurance | 550 | $55M | France | Avaya | Avaya Aura Workforce Optimization | Workforce Management | 2017 | n/a |
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Retail | 2700 | $702M | United Kingdom | Avaya | Avaya Aura Workforce Optimization | Workforce Management | 2020 | n/a |
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Insurance | 3000 | $500M | South Africa | Avaya | Avaya Aura Workforce Optimization | Workforce Management | 2017 | n/a |
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Showing 1 to 10 of 21 entries
Buyer Intent: Companies Evaluating Avaya Aura Workforce Optimization
ARTW Buyer Intent uncovers actionable customer signals, identifying software buyers actively evaluating Avaya Aura Workforce Optimization. Gain ongoing access to real-time prospects and uncover hidden opportunities. Companies Actively Evaluating Avaya Aura Workforce Optimization for Workforce Management include:
- KM Chartered Accountants, a United Kingdom based Professional Services organization with 20 Employees
- Michaels Stores, a United States based Retail company with 40000 Employees
Discover Software Buyers actively Evaluating Enterprise Applications
| Logo | Company | Industry | Employees | Revenue | Country | Evaluated |
|---|---|---|---|---|---|---|
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KM Chartered Accountants | Professional Services | 20 | $2M | United Kingdom | 2024-11-19 |
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Michaels Stores | Retail | 40000 | $5.0B | United States | 2024-06-26 |
FAQ - APPS RUN THE WORLD Avaya Aura Workforce Optimization Coverage
Avaya Aura Workforce Optimization is a Workforce Management solution from Avaya.
Companies worldwide use Avaya Aura Workforce Optimization, from small firms to large enterprises across 21+ industries.
Organizations such as Aon, Boots, Virgin Australia, OneAmerica and Severn Trent Water are recorded users of
Avaya Aura Workforce Optimization for Workforce Management.
Companies using Avaya Aura Workforce Optimization are most concentrated in Professional Services, Retail and Transportation, with adoption spanning over 21 industries.
Companies using Avaya Aura Workforce Optimization are most concentrated in United Kingdom, Australia and United States, with adoption tracked across 195 countries worldwide. This global distribution highlights the popularity of Avaya Aura Workforce Optimization across Americas, EMEA, and APAC.
Companies using Avaya Aura Workforce Optimization range from small businesses with 0-100 employees - 0%, to mid-sized firms with 101-1,000 employees - 23.81%, large organizations with 1,001-10,000 employees - 57.14%, and global enterprises with 10,000+ employees - 19.05%.
Customers of Avaya Aura Workforce Optimization include firms across all revenue levels — from $0-100M, to $101M-$1B, $1B-$10B, and $10B+ global corporations.
Contact APPS RUN THE WORLD to access the full verified Avaya Aura Workforce Optimization customer database with detailed Firmographics such as industry, geography, revenue, and employee breakdowns as well as key decision makers in charge of Workforce Management.