List of Avaya Contact Recorder 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 Contact Recorder 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 Contact Recorder 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 Contact Recorder for Call Tracking and Recording include: Transport for London, a United Kingdom based Transportation organisation with 28501 employees and revenues of $12.10 billion, easyJet, a United Kingdom based Transportation organisation with 16697 employees and revenues of $11.10 billion, Experian, a Ireland based Banking and Financial Services organisation with 22500 employees and revenues of $7.10 billion, Capita, a United Kingdom based Professional Services organisation with 34500 employees and revenues of $3.13 billion, Hastings Direct, a United Kingdom based Insurance organisation with 3400 employees and revenues of $904.0 million and many others.
Contact us if you need a completed and verified list of companies using Avaya Contact Recorder, 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 Contact Recorder 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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Bourne Leisure | Leisure and Hospitality | 16500 | $660M | United Kingdom | Avaya | Avaya Contact Recorder | Call Tracking and Recording | 2014 | n/a |
In 2014 Bourne Leisure implemented Avaya Contact Recorder as part of a Call Tracking and Recording program to introduce PCI compliant call recording across its contact centres. The deployment was operated by the Unified Communications team, with the Unified Communications Analyst accountable for day to day support, maintenance and administration of Avaya Communication Manager and CMS systems that provided telephony and reporting to the three contact centres Butlins, Haven and Warner Leisure Hotels.
Avaya Contact Recorder was deployed alongside DPA components to meet PCI requirements, and concurrent projects included delivery of TeleOpti workforce management to the contact centres. Configured capabilities included centralized call capture, secure recording storage for compliance, and integration of recording metadata with Avaya Communication Manager and CMS for reporting workflows.
The operational architecture centered on Bourne's private cloud Avaya Communication Manager environment, with administration extending to roughly 40 legacy and IP telephony systems across back office and site locations, including Meridian, Alcatel, Siemens and ShoreTel equipment. Support coverage encompassed UK sites and the three contact centres, aligning centralized Call Tracking and Recording infrastructure with distributed telephony endpoints and reporting nodes.
Governance and operational processes emphasized recording compliance and ongoing system administration, with the analyst role responsible for configuration changes, reporting verification and day to day operational support. This record captures Bourne Leisure Avaya Contact Recorder 2014 activity in the Call Tracking and Recording category, linking system administration responsibilities to contact centre telephony, reporting and compliance functions.
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Capita | Professional Services | 34500 | $3.1B | United Kingdom | Avaya | Avaya Contact Recorder | Call Tracking and Recording | 2014 | n/a |
In 2014, Capita implemented Avaya Contact Recorder for Call Tracking and Recording across multiple Capita business units, deploying the application to both Capita Workplace Services and Capita Customer Management. The Workplace Services context included Avaya Aura 7.0 with approximately 1000 back office IP endpoints, 96xx series IP endpoints and 100 contact centre agents split over two locations, while the Customer Management context covered approximately 8000 agents and 4000 back office IP endpoints on Avaya Aura 6.3 platforms.
The deployment architecture for Avaya Contact Recorder was integrated into a multi-site Avaya ecosystem. Core site servers for Workplace Services included AVP1 hosting CM Core Simplex, SMGR, ASM, US and AES, and AVP2 hosting SAL, AAM and US, with HP DL360G8 for CMS R18 and HP DL369G8 for Avaya SBC. Remote site architecture used AVP3 for ASM, US, AES and CM ESS with an additional HP DL369G8 SBC. The Customer Management implementation ran on three Avaya Aura Communication 6.3.3 duplex platforms, three Avaya Aura Communication 6.3.3 Survivable Remote ESS duplex platforms, duplex System Managers, six Session Managers supporting 8000 SIP trunks, CMS16.3 with HA CMS16.3, 10 duplicated Avaya Aura Enablement Services servers, 15 Avaya Experience Portal servers, AVST, two VOIP Prognosis servers, two mvIPtel servers, 16 G650s and 32 G450s.
Functionally, Avaya Contact Recorder was configured to capture and correlate voice streams and session metadata across the contact centre and back office, integrating with Avaya CMS, Session Managers and Avaya Experience Portal components. The solution’s call recording and tracking capabilities were applied to contact centre agents and back office endpoints, with SIP trunking used to link the multiple Avaya platforms and enable centralized recording controls.
Operational scope and governance were organized around high availability and survivability patterns, with HA CMS instances, duplex platform configurations and survivable remote ESS to maintain recording continuity across two main data centres and remote locations in the United Kingdom and South Africa. Rollout was segmented by business unit and site, leveraging centralized server deployments alongside distributed session handling through Session Managers and SBCs to preserve call routing and recording integrity.
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easyJet | Transportation | 16697 | $11.1B | United Kingdom | Avaya | Avaya Contact Recorder | Call Tracking and Recording | 2016 | n/a |
In 2016, easyJet implemented Avaya Contact Recorder within its Call Tracking and Recording environment to centralize voice capture and compliance workflows. The deployment was operated alongside Avaya Aura version 6.3 components and integrated telephony elements, reflecting an Avaya-centric architecture that included Avaya ASA, Avaya CMS and Avaya Session Manager for call control and media routing.
Avaya Contact Recorder was configured to support core modules including agent and back office account provisioning, voicemail management via Avaya Aura Messaging, IVR call tree administration, and recording capture with redaction capabilities. Reporting and operational monitoring were delivered through Avaya CMS and Tiger Call Logger, with scheduled daily, weekly and monthly health checks and report generation for the operations centre.
The implementation integrated with SIP and ISDN trunking managed through SBCs, on-premise Avaya G650 media gateways and a mixed device estate comprising IP phones, softphones, analogue and digital handsets across multiple buildings and bases in Europe. Operational scope included new airport base set ups to enable telephony connections, support for conferencing and fax routing via the Faxtastic system, and direct support to the main Operations Centre and Helpdesk.
Governance and runbook practices included creation and upkeep of knowledge documents and IVR designs, monthly review of third party billing and invoices, third party vendor relationship management and participation in RFP assessments for contact centre providers. A single onsite Avaya telephony engineer provided administration and troubleshooting, owned hardware and inventory management, and delivered training and escalation support to the Helpdesk and desktop teams.
Operational activities focused on telephony administration, equipment maintenance and continuity rather than measurable outcomes reported in the source. The narrative reflects an enterprise telephony and Call Tracking and Recording implementation anchored on Avaya Contact Recorder and associated Avaya telephony infrastructure.
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ExamWorks UK, a Premex Group Company | Professional Services | 1875 | $384M | United Kingdom | Avaya | Avaya Contact Recorder | Call Tracking and Recording | 2016 | n/a |
In 2016, ExamWorks UK, a Premex Group Company deployed Avaya Contact Recorder to capture and manage voice interactions across its telephony estate. The Avaya Contact Recorder implementation provides the company's Call Tracking and Recording capability supporting contact center and telephony operations at Premex Services in Bolton.
The deployment is built on Avaya Aura 6.3 infrastructure, running Communication Manager, Session Manager, and System Manager on System Platform, and uses Avaya Contact Recorder version 12 together with Avaya CMS version 17 for reporting and media capture. Ongoing enhancements and upgrades have been applied across recording capture, administration, and storage modules as part of routine platform maintenance and capability extension.
Operational ownership is held by the internal telephone analyst and the Premex group telephony team, who work with suppliers and team managers to govern change, prioritize upgrades, and manage rollout at the Bolton site. The implementation includes integration work for conferencing with Skype for Business 2015 and it directly supports contact center workflows, telephony support processes, and manager-level call review and quality assurance activities.
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Experian | Banking and Financial Services | 22500 | $7.1B | Ireland | Avaya | Avaya Contact Recorder | Call Tracking and Recording | 2013 | n/a |
In 2013 Experian deployed Avaya Contact Recorder as part of a core Avaya CM6 telephony platform at its Nottingham site to support European contact center operations. The implementation was aligned with Call Tracking and Recording requirements and was integrated into a larger Avaya estate that included Avaya Modular Messaging, Avaya One X, and CMS and AES servers.
The Avaya Contact Recorder deployment functioned within an environment of over 10,000 IP endpoints and 30 G450 and s8300 media gateways distributed throughout Europe, delivering recording and call tracking tied to contact center routing. Operational responsibilities included maintaining system backups and firmware currency, executing Moves Adds and Changes, and performing VDN and Vector updates for contact center workflows, together with core CM6 switch configuration, ISDN circuit installation, and call routing configuration.
Integrations and operational coverage included proactive carrier coordination with Virgin Media and BT to identify and resolve service issues, and management of Experian service tickets to meet SLA commitments. The deployment supported the design, development, and implementation of new call centers across a global distributed environment throughout Europe while providing technical incident input for root cause analysis and problem management.
Governance adhered to Experian change policy with documented telephony processes and defined operational procedures, ensuring controlled rollouts of Contact Centre Changes. The program included a documented migration event moving 2,000 users from a Nortel Option 81 onto the Avaya platform with no service disruption, demonstrating execution discipline across scoping, technical design, and live cutover activities.
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Insurance | 3400 | $904M | United Kingdom | Avaya | Avaya Contact Recorder | Call Tracking and Recording | 2018 | n/a |
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Transportation | 28501 | $12.1B | United Kingdom | Avaya | Avaya Contact Recorder | Call Tracking and Recording | 2013 | n/a |
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FAQ - APPS RUN THE WORLD Avaya Contact Recorder Coverage
Avaya Contact Recorder is a Call Tracking and Recording solution from Avaya.
Companies worldwide use Avaya Contact Recorder, from small firms to large enterprises across 21+ industries.
Organizations such as Transport for London, easyJet, Experian, Capita and Hastings Direct are recorded users of
Avaya Contact Recorder for Call Tracking and Recording.
Companies using Avaya Contact Recorder are most concentrated in Transportation, Banking and Financial Services and Professional Services, with adoption spanning over 21 industries.
Companies using Avaya Contact Recorder are most concentrated in United Kingdom and Ireland, with adoption tracked across 195 countries worldwide. This global distribution highlights the popularity of Avaya Contact Recorder across Americas, EMEA, and APAC.
Companies using Avaya Contact Recorder range from small businesses with 0-100 employees - 0%, to mid-sized firms with 101-1,000 employees - 0%, large organizations with 1,001-10,000 employees - 28.57%, and global enterprises with 10,000+ employees - 71.43%.
Customers of Avaya Contact Recorder 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 Contact Recorder 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.