List of Avaya Callback Assist Customers
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Since 2010, our global team of researchers has been studying Avaya Callback Assist 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 Callback Assist 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 Callback Assist for Call Center include: Raya Cx, a Egypt based Professional Services organisation with 10000 employees and revenues of $3.00 billion, Telerx Marketing Inc., a United States based Professional Services organisation with 3800 employees and revenues of $1.40 billion, Florius, a Netherlands based Banking and Financial Services organisation with 250 employees and revenues of $25.0 million and many others.
Contact us if you need a completed and verified list of companies using Avaya Callback Assist, 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 Callback Assist 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 | Insight Source |
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Florius | Banking and Financial Services | 250 | $25M | Netherlands | Avaya | Avaya Callback Assist | Call Center | 2022 | NTT Data | In 2022 Florius implemented Avaya Callback Assist as part of a broader Avaya OneCloud CCaaS deployment to modernize its contact center tooling. The work was executed with systems integrator NTT Data and focused on Florius’s customer service and contact center functions within the Call Center category. The deployment targeted support for hybrid and remote agents and introduced real-time guidance capabilities for front‑line staff. The implementation included AI-powered speech analytics and IVR and automation capabilities embedded in the Avaya OneCloud CCaaS environment, with Avaya Callback Assist positioned to provide customer callback orchestration alongside interactive voice workflows. Configuration emphasized agent-facing real-time guidance and call handling logic, with standard Call Center functional terminology such as contact routing, callback queuing, and conversational analytics applied to agent workflows. Integrations were explicitly built with Florius’s CRM to surface caller context and to support screen pop and guided interactions for agents, enabling tighter orchestration between inbound channels and agent desktop workflows. The architecture was cloud-native on Avaya OneCloud CCaaS, enabling centralized contact routing, speech analytics processing, and remote agent connectivity. Governance and rollout were managed through NTT Data led implementation practices that restructured agent workflows and contact handling procedures to accommodate hybrid working and real-time coaching. The narrative centers on the Company Florius, the 2022 deployment of Avaya Callback Assist, and the Call Center application category as implemented in a cloud contact center environment. | |
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Raya Cx | Professional Services | 10000 | $3.0B | Egypt | Avaya | Avaya Callback Assist | Call Center | 2019 | n/a | In 2019, Raya Cx implemented Avaya Callback Assist within a broader Avaya IX Contact Center deployment to strengthen its Call Center capabilities and support contact center and customer service operations. The deployment was part of a regional digital transformation initiative that emphasized omnichannel engagement and IVR-driven self-service. Avaya Callback Assist was configured alongside dynamic IVR features and omnichannel routing to enable callback options from queue positions, reduce live agent queuing, and automate common self-service journeys. Functional modules emphasized IVR scripting, queue callback orchestration, and session handoff between automated channels and live agents, aligning with typical Call Center automation workflows. The technical architecture centralized Avaya IX Contact Center as the platform coordinating distributed contact center sites across Egypt, UAE, and Poland, providing a single orchestration layer for IVR, routing, and callback logic. Operational scope covered regional contact center operations and customer support functions, enabling consistent IVR behavior and callback handling across those geographies. Governance and rollout were executed as a regional program, instituting IVR and queue management controls and standardizing callback workflows across sites to improve scalability. The published implementation highlights improved scalability and standardized omnichannel self-service as primary benefits of the Avaya IX Contact Center deployment that included Avaya Callback Assist. | |
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Telerx Marketing Inc. | Professional Services | 3800 | $1.4B | United States | Avaya | Avaya Callback Assist | Call Center | 2018 | Avaya | In 2018 C3i Solutions implemented Avaya Callback Assist as part of a broader suite of Avaya contact center technologies. The deployment targeted C3i Solutions global BPO contact center operations, with orchestration anchored at the company headquarters in the United States, and focused on providing caller callback options and improving agent routing across sites. Avaya Callback Assist was configured to present callback options to inbound callers and to queue and schedule callbacks into skill based agent routing workflows, integrating with the rest of the Avaya contact center stack used across the environment. Functional capabilities implemented included callback queuing, automated callback scheduling, and routing into skill groups to reduce hold time and streamline agent interactions consistent with Call Center operational patterns. Avaya served as the implementation partner for the deployment, and governance covered global rollout coordination across contact center sites and operational alignment of agent routing rules. According to published customer reports the deployment delivered measurable outcomes, with agents handling calls approximately 30% faster and first call resolution rising approximately 18% after implementation of Avaya Callback Assist. |
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