List of Avaya Call Recording Customers
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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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Professional Services | 220 | $40M | United Kingdom | Avaya | Avaya Call Recording | Call Tracking and Recording | 2016 | n/a |
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Automotive | 850 | $382M | United Kingdom | Avaya | Avaya Call Recording | Call Tracking and Recording | 2014 | n/a |
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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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