List of Avaya Customer Experience Customers
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Since 2010, our global team of researchers has been studying Avaya Customer Experience 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 Customer Experience for Customer Experience 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 Customer Experience for Customer Experience include: Lowe'S, a United States based Retail organisation with 270000 employees and revenues of $83.67 billion, The Johns Hopkins Hospital, a United States based Healthcare organisation with 40000 employees and revenues of $10.00 billion, Cincinnati Bell, a United States based Communications organisation with 5000 employees and revenues of $1.70 billion, Telerx Marketing Inc., a United States based Professional Services organisation with 3800 employees and revenues of $1.40 billion, AVIOS, a United Kingdom based Transportation organisation with 434 employees and revenues of $468.0 million and many others.
Contact us if you need a completed and verified list of companies using Avaya Customer Experience, 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 Customer Experience 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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AVIOS | Transportation | 434 | $468M | United Kingdom | Avaya | Avaya Customer Experience | Customer Experience | 2014 | n/a |
In 2014 Avios implemented Avaya Customer Experience in its Customer Experience environment at the Warrington site, using the Avaya Customer Experience platform to centralize interaction handling across customer service and back office channels. The program was driven by an Innovations and Improvements Analyst role that prepared operations for business readiness, created standardized process maps in Microsoft Visio, and applied Lean principles to identify efficiency improvements that impacted channel performance.
Configuration and functional workstreams centered on telephony and digital channel orchestration, including IVR and CTI capabilities referenced through Avaya best practices and attendance at ACE Avaya Customer Experience seminars. The implementation work included webform and FAQ analysis to reduce inbound channel volume, development of implementation and readiness plans to protect business as usual, and first line operational support following an Avaya Aura telephony upgrade.
Integrations and operational coverage explicitly included migration of back office teams to IEX TotalView with schedule creation and task alleviation, and coordinated post change analysis with the Management Information team to validate delivery of projected benefits. Operational scope covered customer service and back office functions at the Warrington site, with the Avaya Customer Experience deployment interfacing to workforce management processes after the move of teams to WFM.
Governance and process change mechanisms were formalized through a monthly Improvements and Efficiency panel that the analyst chaired to drive action plans, plus formal change management and project management procedures for rollout. A documented outcome of the program was the introduction of a new leave request process for back office teams after the WFM move, which reduced the SLA for leave requests from 3 days to 1 day.
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Cincinnati Bell | Communications | 5000 | $1.7B | United States | Avaya | Avaya Customer Experience | Customer Experience | 2018 | n/a |
In 2018 Cincinnati Bell implemented Avaya Customer Experience, deploying Avaya OneCloud CCaaS as the cloud-based contact center platform to modernize customer engagement and telephony infrastructure. This implementation later became the operational backbone that allowed the company to respond to a Covid-19 driven surge in demand, including a greater than 50 percent increase in call volume and fast enablement of remote work for contact center staff.
The Avaya Customer Experience deployment emphasized multiexperience contact handling, delivering a 360-degree view of customer interactions across voice and digital channels, and centralized reporting, monitoring and management capabilities consistent with Customer Experience platforms. Configuration work focused on cloud telephony, omnichannel routing, and agent work at home enablement to support rapid scalability and consistent front-line support processes.
Avaya and partner STARTEK collaborated with Cincinnati Bell during the rapid rollout, enabling more than 100 employees to work remotely within two days of Ohio’s stay at home order and scaling to 290 contact center employees working remotely within three weeks. Operational scope included residential and business support across the company’s service footprint and plans to consolidate across geographies following the acquisition of Hawaii Telecom, using a single platform to unify interaction data and agent management.
Governance centered on restoring staffing levels and hours of operation quickly while standardizing interaction analytics and workforce management workflows, enabling end to end management of the customer experience. Outcomes explicitly reported include normalized staffing levels within three weeks, 290 contact center employees safely working remotely, and expected cost savings and improved first contact resolution as the Avaya OneCloud CCaaS platform provides consistent reporting and insight into why customers call.
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Lowe'S | Retail | 270000 | $83.7B | United States | Avaya | Avaya Customer Experience | Customer Experience | 2015 | n/a |
In 2015, Lowe'S implemented Avaya Customer Experience in the Customer Experience category to support its enterprise contact center software portfolio and customer service operations. The deployment was scoped to manage inbound and outbound interaction workflows and to provide a centralized platform for contact center applications across Lowe'S service organization.
Avaya Customer Experience at Lowe'S included Avaya Experience Portal IVR for self service routing, Avaya POM Dialer for outbound contact campaigns, customer survey tools for post interaction feedback, and Workforce Management for staffing and forecasting. The implementation also integrated Call Recording for quality and compliance, e-Signature for capturing customer authorizations, and virtual hold to manage peak queue times.
Operational ownership centered on contact center interaction flows, agent desktop workflows, quality assurance processes, and workforce planning within Lowe'S customer support functions. Governance emphasized coordinated management of IVR scripts and dialer configuration, survey lifecycle and recording retention policies, and scheduling practices that align technical configuration with operational service objectives.
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Distribution | 20 | $2M | United States | Avaya | Avaya Customer Experience | Customer Experience | 2018 | n/a |
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Professional Services | 3800 | $1.4B | United States | Avaya | Avaya Customer Experience | Customer Experience | 2019 | n/a |
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Healthcare | 40000 | $10.0B | United States | Avaya | Avaya Customer Experience | Customer Experience | 2019 | n/a |
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