List of Avaya Call Recording Customers
Avaya
350 Mt. Kemble Avenue,
Morristown, 7960, NJ,
United States
Morristown, 7960, NJ,
United States
1 973-605-1802
Professional Services
8000
$2.5B
Since 2010, our global team of researchers has been studying Avaya Call Recording 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 Recording for Call Tracking and Recording 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 Recording for Call Tracking and Recording include: Direct Line Group, a United Kingdom based Insurance organisation with 8975 employees and revenues of $6.22 billion, AIG UK, a United Kingdom based Insurance organisation with 2815 employees and revenues of $2.35 billion, Yorkshire Building Society, a United Kingdom based Banking and Financial Services organisation with 3300 employees and revenues of $1.34 billion, Volkswagen Group UK, a United Kingdom based Automotive organisation with 850 employees and revenues of $382.0 million, Tenerity UK (formerly cxLoyalty UK), a United Kingdom based Professional Services organisation with 220 employees and revenues of $40.0 million and many others.
Contact us if you need a completed and verified list of companies using Avaya Call Recording, 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 Call Recording 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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AIG UK | Insurance | 2815 | $2.4B | United Kingdom | Avaya | Avaya Call Recording | Call Tracking and Recording | 2012 | n/a |
In 2012, AIG UK implemented Avaya Call Recording in a Call Tracking and Recording deployment to capture and retain voice interactions across its UK insurance contact centre. The initiative established a centralized call capture capability and aimed to support management information and operational oversight for front office customer service and claims intake functions.
Avaya Call Recording was configured to provide call capture, indexed storage, and searchable retrieval alongside native reporting capabilities. Operational activity included creation of Avaya reporting, routine call testing and fault finding to validate call routing, and the use of SQL, VBA, Excel and MS Access to build bespoke MI outputs and record keeping tools used by the resource and MI analyst function.
The implementation was operated within the contact centre environment and was aligned to workforce management processes, specifically roster creation and leave management to maintain call centre coverage. The deployment supported call routing verification workflows and provided the telephony-side data needed by resource planners and management information teams.
Governance and operationalization centered on a regular reporting cadence, with daily, weekly and monthly reports delivered to management and ad hoc reports produced for decision support. Continual review of reports and processes, together with bespoke tooling for reporting and record keeping, formalized MI workflows and ensured recorded calls and associated reporting were actionable for management decision making.
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Direct Line Group | Insurance | 8975 | $6.2B | United Kingdom | Avaya | Avaya Call Recording | Call Tracking and Recording | 2014 | n/a |
In 2014, Direct Line Group implemented Avaya Call Recording as part of a multi million pound Voice Transformation Programme. The Avaya Call Recording deployment focused on the contact centre recording layer and is classified under the Call Tracking and Recording category, supporting telephony test, quality assurance and compliance workflows.
The implementation included structured test architecture and test management across Avaya ACD, Nortel/Avaya IVR, CMS and call routing components, with end to end and multi thread test builds covering IVR, call routing and customised telephony applications. Test configuration and execution used Mercury Test Director and HP Quality Centre v11 for script management and defect tracking, while documentation and libraries were maintained in SharePoint and SharePoint 365. Test deliverables included IVR test cases, IVR case strategy, execution status reporting and test closure reports, and defect management was coordinated with Avaya as the supplier.
Operational coverage emphasized UK based test analysts and centralized project management of test work stream swim lanes, affecting contact centre operations and testing governance. Governance changes were enacted through formal test strategies, test plans, resource scheduling and closure reporting, and the test team provided technical input into the wider voice solution design. The record of Avaya Call Recording within the Call Tracking and Recording category reflects integration with core ACD, IVR and CMS components and a programmatic approach to test and quality governance.
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lastminute.com UK | Professional Services | 52 | $7M | United Kingdom | Avaya | Avaya Call Recording | Call Tracking and Recording | 2015 | n/a |
In 2015 lastminute.com UK deployed Avaya Call Recording as part of a Call Tracking and Recording implementation within its Avaya Communication Manager estate. The rollout was led by the senior telephony engineer who acted as the primary technical owner for voice systems, call centre operations, and telecom projects spanning multiple countries and multiple service providers.
Avaya Call Recording was configured alongside Avaya CMS and call logging capabilities to capture inbound and outbound voice interactions for the contact centre. Configuration work included session capture on Avaya Communication Manager trunks, recording retention and indexing policies for retrieval and compliance, and agent endpoint recording alignment.
The implementation integrated with service provider call routing and the Avaya Communication Manager environment so recorded sessions mapped to routed call legs and agent sessions. Operational coverage encompassed call centre voice traffic, cross border call routing scenarios, and telephony continuity activities tied to an office relocation project where cutover sequencing and routing changes were managed.
Governance and operational ownership were retained within the internal telephony engineering function, which coordinated service provider interactions, handled configuration and testing, and managed post-rollout issue resolution. Avaya Call Recording, together with CMS and call logging, served as the central voice capture and audit capability within the Call Tracking and Recording scope at lastminute.com UK.
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Tenerity UK (formerly cxLoyalty UK) | Professional Services | 220 | $40M | United Kingdom | Avaya | Avaya Call Recording | Call Tracking and Recording | 2016 | n/a |
In 2016, Tenerity UK implemented Avaya Call Recording as part of its Call Tracking and Recording systems for European contact centre operations. The Avaya Call Recording deployment is centered on call capture and pause and resume capabilities and is classified under Call Tracking and Recording.
The implementation integrated Avaya Communication Manager signaling into the Avaya Call Recording architecture, with the call capture engine operating alongside Verint V12 for recording management. Core telephony upgrades were executed prior to and during the rollout, including Avaya AES infrastructure upgrades to V6.3, firmware updates on G650 and G450 gateways and IP phones, and S8300 and CORE communication platform upgrades to V6.3 to ensure platform compatibility and stable call recording streams.
Operational coverage extended across ten sites in Europe and targeted major contact centres, impacting contact centre operations, telephony infrastructure, and compliance workflows. Functional modules implemented included continuous call recording, pause and resume recording controls for agents, and infrastructure-level session routing via Avaya Communication Manager and AES to the recording platform.
Governance and rollout relied on structured coordination with third party vendors and technical and business stakeholders, using ITIL aligned practices, potential problem analysis to minimize operational impact, and project timelines to manage staged deliveries. Compliance considerations such as PCI DSS informed configuration and process discipline.
The project concluded with a successful implementation of the Avaya Call Recording platform and the pause and resume recording capability for major European contact centres, delivered within the defined project schedule and architectural design constraints.
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Volkswagen Group UK | Automotive | 850 | $382M | United Kingdom | Avaya | Avaya Call Recording | Call Tracking and Recording | 2014 | n/a |
In 2014, Volkswagen Group UK implemented Avaya Call Recording as its primary Call Tracking and Recording capability to capture and manage voice interactions across customer-facing telephony. Avaya Call Recording was deployed within the broader Avaya Aura Suite footprint to provide session capture tied to enterprise call routing and contact centre workflows.
The implementation centered on Avaya Aura Suite components, including EMC for Elite Multi-Channel routing and an Avaya Call Recorder module, integrated with One-X Communicator for desktop telephony. Configuration focused on call capture, session indexing, and retention controls aligned with call centre routing logic, reflecting standard Call Tracking and Recording functional workflows for voice capture and playback.
Integrations and operational coverage included the Avaya CM telephony platform, overlapping unified communications and conferencing technologies such as Polycom video and audio conferencing infrastructure and RMX bridging. Mobile device and endpoint administration was supported via MobileIron, and the environment maintained interoperability with Genesys and Alcatel telephony environments in earlier operating periods, while NICE Perform was used for quality and business support functions.
Governance and operational ownership rested with 3rd line IT Infrastructure telecommunications specialists responsible for Avaya CM platform support, server and endpoint administration, and telephony network stability. Operational scope covered IT infrastructure and contact centre functions within Volkswagen Financial Services UK telephony operations, with daily support activities including call recorder administration, routing rules maintenance, and quality tooling administration.
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Banking and Financial Services | 3300 | $1.3B | United Kingdom | Avaya | Avaya Call Recording | Call Tracking and Recording | 2017 | n/a |
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FAQ - APPS RUN THE WORLD Avaya Call Recording Coverage
Avaya Call Recording is a Call Tracking and Recording solution from Avaya.
Companies worldwide use Avaya Call Recording, from small firms to large enterprises across 21+ industries.
Organizations such as Direct Line Group, AIG UK, Yorkshire Building Society, Volkswagen Group UK and Tenerity UK (formerly cxLoyalty UK) are recorded users of
Avaya Call Recording for Call Tracking and Recording.
Companies using Avaya Call Recording are most concentrated in Insurance, Banking and Financial Services and Automotive, with adoption spanning over 21 industries.
Companies using Avaya Call Recording are most concentrated in United Kingdom, with adoption tracked across 195 countries worldwide. This global distribution highlights the popularity of Avaya Call Recording across Americas, EMEA, and APAC.
Companies using Avaya Call Recording range from small businesses with 0-100 employees - 16.67%, to mid-sized firms with 101-1,000 employees - 33.33%, large organizations with 1,001-10,000 employees - 50%, and global enterprises with 10,000+ employees - 0%.
Customers of Avaya Call Recording 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 Recording customer database with detailed Firmographics such as industry, geography, revenue, and employee breakdowns as well as key decision makers in charge of Call Tracking and Recording.