List of Avaya CRM Customers
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Since 2010, our global team of researchers has been studying Avaya CRM 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 CRM for CRM 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 CRM for CRM include: United Utilities, a United Kingdom based Utilities organisation with 6203 employees and revenues of $2.90 billion, AAA Michigan (Auto Club Group), a United States based Insurance organisation with 9600 employees and revenues of $2.30 billion, Avantax Wealth Management, a United States based Banking and Financial Services organisation with 350 employees and revenues of $278.0 million and many others.
Contact us if you need a completed and verified list of companies using Avaya CRM, 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 CRM software purchases.
The Avaya CRM 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 CRM 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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AAA Michigan (Auto Club Group) | Insurance | 9600 | $2.3B | United States | Avaya | Avaya CRM | CRM | 2012 | n/a |
In 2012, AAA Michigan (Auto Club Group) implemented Avaya CRM to centralize customer engagement in a CRM environment. The deployment connected PC based agent desktops over Internet connections with Avaya telephony, Avaya CRM and I3 signaling, and mapping technology to support location aware workflows. Functional modules included contact center agent desktops, call routing and screen pop capabilities, case and member record access, and mapping enabled dispatch context. The Avaya CRM integration provided CTI style interactions, uniting voice and customer data for frontline service agents.
Operational coverage focused on member services and roadside assistance dispatch workflows, aligning call handling, incident recording, and mapping driven location lookup within the CRM. Governance centered on configuring agent desktop profiles, telephony routing rules, and access controls for customer records, with process adjustments to embed mapping and phone context into standard operating procedures. Integrations explicitly included Avaya telephony, Avaya CRM and I3, plus mapping technology, supporting end to end contact center operations and dispatch coordination. The implementation emphasized runtime orchestration between voice, customer data and geolocation services for insurance and auto club service functions.
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Avantax Wealth Management | Banking and Financial Services | 350 | $278M | United States | Avaya | Avaya CRM | CRM | 2013 | n/a |
In 2013, Avantax Wealth Management implemented Avaya CRM as its CRM to support client relationship and advisory workflows. The deployment centered on a contact and client lifecycle platform intended to consolidate advisor activities and client interaction records within a single CRM instance.
Avaya CRM was configured to provide standard CRM capabilities including contact and account management, opportunity and pipeline tracking, task and activity automation, case management for client requests, and dashboard reporting for advisory and service teams. Configuration work emphasized workflow templates for client onboarding and recurring advisory interactions, and audit-capable activity logging consistent with financial services CRM practices.
Operational coverage focused on wealth advisors, client service representatives, compliance and operations staff, reflecting role-based usage across client-facing and back-office functions. Personnel records note proficiency in Avaya CRM and Reptrack Software, indicating operational familiarity with both systems among staff.
Governance centered on role-based access controls, standardized advisory workflows, and activity audit trails to support compliance and client record integrity. The implementation narrative highlights Avaya CRM as the central CRM for client relationship management at Avantax Wealth Management, with configuration and governance aligned to wealth management business functions.
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United Utilities | Utilities | 6203 | $2.9B | United Kingdom | Avaya | Avaya CRM | CRM | 2015 | n/a |
In 2015 United Utilities deployed Avaya CRM as the core omnichannel contact platform for a Customer Experience Programme, with Avaya engaged to provide technical quality assurance and Cognizant appointed as System Integrator. The deployment is explicitly positioned in the CRM category and was scoped during concept, definition and design phases to address market reform and regulatory reward mechanism pressures.
The implementation used the Avaya Aura Contact Centre 7 suite with CM 7 delivered in a Collaboration Pod Architecture to provide omnichannel routing and contact handling. The solution included a bespoke Avaya CRM Connector developed by Avaya to synchronize contact interactions, and return back office workflow integration using Open Q CCT technology along with Microsoft Exchange and SharePoint for messaging and document management. Customer web interactions were surfaced through a SiteCore web platform using XDb.
Customer data was mastered in Microsoft Dynamics CRM 2016, while PNMsoft Sequence Kinetic BPM was used to orchestrate process flows across channels. All web services were designed to run via an Enterprise Service Bus provided by Software AG webMethods, creating a service oriented architecture for API orchestration and reusable services. Back end interactions were explicitly integrated with the bespoke Alto billing platform, Mecoms for metering, FICO Debt Management and SAP CRM for downstream CRM and financial processes.
Governance and operational coverage emphasized center to back office workflows, with BPM orchestration and ESB mediated services defining new process boundaries between contact centre, billing, metering and debt management functions. The engagement focused on technical assurance during design and definition, aligning Avaya CRM, middleware and BPM components under Cognizant led delivery to create an enterprise grade CRM driven contact centre and connected back office landscape.
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