List of Avaya Call Management System Customers
Avaya
350 Mt. Kemble Avenue,
Morristown, 7960, NJ,
United States
Morristown, 7960, NJ,
United States
1 866-282-9267
Professional Services
8063
$3.1B
Since 2010, our global team of researchers has been studying Avaya Call Management System 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 Call Management System 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 Call Management System for Call Center include: CVS Health, a United States based Healthcare organisation with 219000 employees and revenues of $372.81 billion, Home Depot, a United States based Retail organisation with 470000 employees and revenues of $159.51 billion, Legal & General Group, a United Kingdom based Banking and Financial Services organisation with 11498 employees and revenues of $57.16 billion, Charter Communications, a United States based Communications organisation with 94500 employees and revenues of $55.09 billion, Barclays, a United Kingdom based Banking and Financial Services organisation with 93000 employees and revenues of $34.86 billion and many others.
Contact us if you need a completed and verified list of companies using Avaya Call Management System, 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 CRM software purchases.
The Avaya Call Management System 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 CRM 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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ABN AMRO | Banking and Financial Services | 22267 | $10.4B | Netherlands | Avaya | Avaya Call Management System | Call Center | 2007 | n/a |
In 2007 ABN AMRO implemented Avaya Call Management System. The Avaya Call Management System was adopted as the bank's Call Center platform to centralize call routing and contact handling for customer service operations. Project records show a Business Project manager led the Avaya contact center upgrade from September 2007 to February 2008, establishing formal project governance for the rollout.
Configuration and Environment manager activity during the Wonderwall project from March 2008 to July 2008 indicates structured configuration management and environment provisioning following the initial deployment. Implementation work aligned with Call Center functional modules including automatic call distribution, agent desktop monitoring, real-time and historical reporting, and queue management, supporting standard contact handling workflows and operational monitoring.
The deployment integrated with Avaya telephony and broader contact center infrastructure and was executed under project-based governance with defined roles for project management and environment configuration. The implementation targeted ABN AMRO contact center operations and influenced customer service and contact handling business functions, with configuration, environment provisioning, and agent configuration workflows documented as part of the upgrade program.
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Adt Fire And Security | Professional Services | 3000 | $415M | United Kingdom | Avaya | Avaya Call Management System | Call Center | 2009 | n/a |
In 2009, Adt Fire And Security implemented Avaya Call Management System to centralize call reporting and workforce analytics. The Avaya Call Management System was deployed as a Call Center application to support forecasting, capacity planning, recruitment planning, and operational reporting across customer contact operations.
Configuration centered on analytical and predictive reporting capabilities, with the Avaya Call Management System configured to generate forecasting models, capacity plans, recruitment plans, and planning packs. The implementation emphasized creation of consolidated reports that combine and summarize data from multiple sources, and maximized use of workforce management tooling to produce accurate headcount and recruitment plans for both Field and Contact Centre resource.
Operational coverage included inbound customer service contact centres and field resource planning, with documented activity in the Manchester site. The system was used to analyze IVR menu performance and call routing, enabling recommendations to reduce internal transfer of calls. Reporting outputs were routinely used to influence senior leadership decisions on supply and demand balancing and project delivery impacts into operations.
Governance and process work focused on tightening the workflow between forecasting, modelling and demand management, actively challenging existing processes and implementing market aligned methodology. The team provided structured recommendations, supporting documentation on expected costs and benefits, and guided senior managers through changes to reporting and planning processes.
Explicit outcomes tied to the Avaya Call Management System included a projected 10 percent reduction in internal transfers between departments after IVR menu revisions, and a reported annual reduction equivalent to 6 full time employees in the inbound contact centre following a new reporting approach using Avaya Call Management System, reported as approximately £114,000 per annum.
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AEGON UK | Insurance | 2136 | $717M | United Kingdom | Avaya | Avaya Call Management System | Call Center | 2017 | n/a |
In 2017 AEGON UK deployed Avaya Call Management System as its Call Center application to support customer service operations across pension and bond policyholder, adviser, employer and internal staff channels. The Avaya Call Management System was positioned as the primary call handling and reporting platform used by customer service representatives and contact center supervisors within the AEGON UK support organization.
The implementation centered on Call Center capabilities including automatic call distribution, agent state monitoring, historical and real time reporting, and agent performance dashboards to support queue management and outbound contact activity. Avaya Call Management System supported workflows for case handling, outbound customer communication and the collation of Net Promoter Score feedback for operational review and procedural improvement.
The platform was operated in an environment alongside Verint Workforce Management, Salesforce, mainframe applications, PEGA case management, Skype, Workday, SharePoint, Microsoft Teams and Experian AML BWA checks, reflecting a multi-system customer service stack. Operational practices show alignment between Avaya reporting and workforce management processes in Verint, and coordination with sales and business development channels to action adviser and urgent internal queries.
Governance and process detail documented by operational staff emphasized Treating Customers Fairly quality controls, NPS feedback loops to staff and management, and the use of system data to support pay and progression movement for CSRs. Staffing and operational outcomes recorded during this period included a sustained 100 percent quality score for Treating Customers Fairly for one year and documented progression through the Pay and Progression model for front line staff who used the platform.
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Ageas UK | Insurance | 2600 | $835M | United Kingdom | Avaya | Avaya Call Management System | Call Center | 2013 | n/a |
In 2013, Ageas UK deployed Avaya Call Management System. The Avaya Call Management System is a Call Center application used in Ageas UK’s contact centre to centralize voice queue monitoring, agent activity tracking, and historical reporting across sales and service queues.
The implementation centered on Avaya CMS configuration for real time queue monitoring, historical performance reports, and agent activity records that support shift level workload management. The environment was paired with IEX for workforce management, enabling schedule adherence and staffing alignment to SLAs through integrated activity feeds.
Operational ownership included team leaders and the operations function, with day to day use by consultants in a sales and service environment and oversight from the Operations Manager. The deployment explicitly supported coaching workflows, KPI management, 121 reviews, and formal performance meetings, reflecting contact centre operational processes and manager run workshops for continuous improvement.
Governance and process changes were focused on embedding SLA driven monitoring and adherence, compliance awareness, and recruitment support workflows tied to activity data from Avaya CMS and IEX. Users documented operational achievements during the period, including internal recognition for team leadership, while Avaya Call Management System remained the system of record for departmental activity and SLA reporting.
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AIG UK | Insurance | 2815 | $2.4B | United Kingdom | Avaya | Avaya Call Management System | Call Center | 2010 | n/a |
In 2010 AIG UK deployed Avaya Call Management System to centralize Call Center reporting and monitoring across its EMEA estate. The deployment was executed within the companys Infrastructure Services organization and supported both contact centre operations and back office telephony in the United Kingdom and wider EMEA region, with senior IP telephony engineering ownership overseeing the implementation.
Avaya Call Management System was configured to provide standard Call Center capabilities including real time monitoring, historical reporting, agent and queue performance dashboards, and integration points for alarming and capacity planning. The implementation was aligned with Avaya Aura Communication Manager and Avaya Aura System/Session Manager to ensure call routing and SIP session control were instrumented for analytics and operational telemetry.
Integrations were explicitly tied to Avaya Aura Communication Manager, System/Session Manager, NICE Voice Recording and Avaya Aura Messaging, creating a unified voice infrastructure for recording, voicemail, and CMS-driven reporting. The technical architecture centralized call detail record ingestion and voice recording correlation to support contact centre compliance and forensic playback workflows across the EMEA environment.
Governance and operational processes were structured under an Infrastructure Services model, with the senior IP Telephony Project Engineer responsible for EMEA provisioning, configuration management, and operational runbooks. The rollout emphasized standardized configuration templates, centralized monitoring, and role-based access to CMS and associated voice systems to streamline incident response and change control for Call Center operations.
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Insurance | 4200 | $3.7B | United Kingdom | Avaya | Avaya Call Management System | Call Center | 2015 | n/a |
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Insurance | 500 | $130M | United Kingdom | Avaya | Avaya Call Management System | Call Center | 2014 | n/a |
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Insurance | 3375 | $1.1B | United States | Avaya | Avaya Call Management System | Call Center | 2019 | n/a |
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Banking and Financial Services | 350 | $50M | Ireland | Avaya | Avaya Call Management System | Call Center | 2012 | n/a |
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Banking and Financial Services | 6497 | $1.8B | United Kingdom | Avaya | Avaya Call Management System | Call Center | 2018 | n/a |
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Showing 1 to 10 of 69 entries
Buyer Intent: Companies Evaluating Avaya Call Management System
ARTW Buyer Intent uncovers actionable customer signals, identifying software buyers actively evaluating Avaya Call Management System. Gain ongoing access to real-time prospects and uncover hidden opportunities. Companies Actively Evaluating Avaya Call Management System for Call Center include:
- R Turley Roofing, a United States based Construction and Real Estate organization with 140 Employees
- Tech Mahindra, a India based Professional Services company with 148000 Employees
- Red Education India, a India based Education organization with 40 Employees
Discover Software Buyers actively Evaluating Enterprise Applications
| Logo | Company | Industry | Employees | Revenue | Country | Evaluated | ||
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FAQ - APPS RUN THE WORLD Avaya Call Management System Coverage
Avaya Call Management System is a Call Center solution from Avaya.
Companies worldwide use Avaya Call Management System, from small firms to large enterprises across 21+ industries.
Organizations such as CVS Health, Home Depot, Legal & General Group, Charter Communications and Barclays are recorded users of
Avaya Call Management System for Call Center.
Companies using Avaya Call Management System are most concentrated in Healthcare, Retail and Banking and Financial Services, with adoption spanning over 21 industries.
Companies using Avaya Call Management System are most concentrated in United States and United Kingdom, with adoption tracked across 195 countries worldwide. This global distribution highlights the popularity of Avaya Call Management System across Americas, EMEA, and APAC.
Companies using Avaya Call Management System range from small businesses with 0-100 employees - 2.9%, to mid-sized firms with 101-1,000 employees - 13.04%, large organizations with 1,001-10,000 employees - 52.17%, and global enterprises with 10,000+ employees - 31.88%.
Customers of Avaya Call Management System 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 Call Management System customer database with detailed Firmographics such as industry, geography, revenue, and employee breakdowns as well as key decision makers in charge of Call Center.