List of Avaya Control Manager Customers
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Since 2010, our global team of researchers has been studying Avaya Control Manager 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 Control Manager 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 Control Manager for Call Center include: Paypal Ireland, a Ireland based Banking and Financial Services organisation with 3000 employees and revenues of $1.20 billion, Transcom Nederland, a Netherlands based Professional Services organisation with 1200 employees and revenues of $300.0 million, Computershare Voucher Services, a United Kingdom based Banking and Financial Services organisation with 50 employees and revenues of $13.0 million, Transcom Worldwide UK, a United Kingdom based Professional Services organisation with 40 employees and revenues of $10.0 million and many others.
Contact us if you need a completed and verified list of companies using Avaya Control Manager, 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.
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Computershare Voucher Services | Banking and Financial Services | 50 | $13M | United Kingdom | Avaya | Avaya Control Manager | Call Center | 2018 | n/a |
In 2018, Computershare Voucher Services deployed Avaya Control Manager for Call Center operations. The Avaya Control Manager implementation was exercised under a structured UAT program that extended through December 2018 at the Bingley site, aligning telephony configuration and test activities with ongoing operations.
The deployment focused on core Call Center management capabilities, including centralized device and configuration provisioning, monitoring and fault management, and role based administration and change control workflows. Avaya Control Manager was configured to support standard telephony lifecycle tasks and to be the authoritative control plane for Avaya elements within the contact center estate.
The Avaya Control Manager rollout operated alongside a heterogeneous telephony and customer management landscape, explicitly including Avaya Contact Center Manager, Genesys call routing and outbound dialler components, NICE and Verint call recording, the Unisys UFSS customer management system, iConnect, and Aspect platform modules. Project coordination involved external carriers and vendors such as Vodafone, BT, PC1, Maintel, IBM, Eckoh, SpeechStorm and HCL to manage network interfaces, trunking and vendor handoffs.
Governance and delivery followed a full SDLC approach from workshops and requirements through to go live and warranty. Test governance responsibilities included creating and reviewing test scenarios, scripts and defects, supporting the Telephony Test Manager and Project Manager on progress, risks and defect management, and producing weekly test reports during managerial absence.
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Paypal Ireland | Banking and Financial Services | 3000 | $1.2B | Ireland | Avaya | Avaya Control Manager | Call Center | 2015 | n/a |
In 2015, PayPal Ireland implemented Avaya Control Manager to centralize management for its Call Center contact center operations. The deployment targeted a large Avaya call centre environment used by customer service teams, focusing on centralized administration and operational visibility.
Avaya Control Manager was configured to provide centralized provisioning, configuration management, and operational monitoring for telephony and unified communications assets. Functional scope included device lifecycle management, software orchestration, and administrative segregation to support telecoms operations and system administrators.
Integrations explicitly included Avaya Aura, Avaya Unified Messaging, and Avaya CMS as the core communications and reporting systems managed by Avaya Control Manager. A contractor provided Avaya telecoms support and administration in Dublin, supporting the large call centre environment and the integrated Avaya components.
Rollout and governance were executed with contractor led support across a five month engagement from March 2015 to July 2015, with operational handover activities to internal support teams. Governance emphasized centralized administrative controls, configuration auditing, and operational runbook establishment for ongoing call centre management.
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Transcom Nederland | Professional Services | 1200 | $300M | Netherlands | Avaya | Avaya Control Manager | Call Center | 2017 | n/a |
In 2017, Transcom Nederland implemented Avaya Control Manager as part of a Call Center program to address fragmented communications and limited staff flexibility across multiple European sites, and to enable global consolidation of infrastructure. The initiative targeted distributed delivery models and multiple points of contact, aligning platform workstreams to create a single, standardized communications layer across the company’s contact center estate.
The implementation bundled core Avaya components including Avaya Aura Communication Manager, Avaya Aura Contact Center, Avaya Call Management System, Avaya Contact Center Control Manager, Avaya Enablement Server, Avaya one-X Agent, and Avaya Breeze. These modules provided contact routing and session control, centralized call management and reporting, agent desktop functionality, application enablement for third party services, and orchestration capabilities through Breeze, together forming an integrated Call Center architecture.
Operationally the Avaya Control Manager deployment unified communications and contact center operations across sites in Europe and supported global consolidation of infrastructure across the world, reducing the complexity of multiple contracts and disparate delivery models. Business functions impacted included contact center operations, workforce flexibility and delivery governance, with the platform serving as the backbone for standardized SLAs and consolidated points of operational ownership.
Governance moved toward centralized management of the contact center stack and standardized operational processes, positioning the environment as a stepping stone for future innovation. Explicit outcomes documented for the program included intelligent contact centers, flexible resourcing and infrastructure, and decreased operational costs as a result of the global consolidation.
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Professional Services | 40 | $10M | United Kingdom | Avaya | Avaya Control Manager | Call Center | 2017 | n/a |
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Buyer Intent: Companies Evaluating Avaya Control Manager
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