List of Avaya Customer Experience 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 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.
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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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Marine Rescue Technologies | Distribution | 20 | $2M | United States | Avaya | Avaya Customer Experience | Customer Experience | 2018 | n/a |
In 2018, Marine Rescue Technologies implemented Avaya Customer Experience using the Avaya OneCloud CPaaS platform to centralize automated outbound and inbound notification campaigns and business automation, establishing Avaya Customer Experience as the companys Customer Experience platform. The deployment supports MRTs core distribution and life safety business functions, and it is used both for customer-facing mass notification and for in-house unified communications through Avaya OneCloud UC and CC services.
The implementation moved MRTs premise-based AutoCrew management capabilities into a cloud-hosted AutoCrew Cloud service that leverages Avaya OneCloud CPaaS, including the Avaya Cloud Notification Service API. Functional capabilities implemented include two-way SMS and voice communications, email notifications, virtual receptionist call routing, business automation workflows, geo-pinpointing for location-based situational awareness, muster and accountability tracking, and analytical presentation of response data. MRT also plans to port additional AutoCrew features such as Certificate Tracking and Permit to Work to the cloud.
Architecturally the solution uses Avaya OneClouds globally distributed data center footprint for availability across 34 countries, with explicit presence in United States, Germany and Singapore as part of the provider network. Integration detail in the implementation emphasized a plug-and-play API approach, the Avaya OneCloud API enabled direct two-way communications into MRTs application stack while remaining PBX, database and hardware independent. Operational coverage spans customer sites including healthcare and critical infrastructure customers, and MRT uses the same Avaya cloud services for its internal unified communications and mobile app call handling.
Governance and operational changes focused on enabling MRTs automation development team to deliver cloud services quickly and to embed muster-based accountability into client emergency processes. Outcomes explicitly reported include faster system deployment timelines, improved customer response and streamlined communications, demonstrated by delivering a redundant encrypted hotline within 18 hours for a hospital prior to hurricane landfall, and broader ability to offer multi-directional notifications in multiple languages to state governments, airports and other vertical markets.
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Telerx Marketing Inc. | Professional Services | 3800 | $1.4B | United States | Avaya | Avaya Customer Experience | Customer Experience | 2019 | n/a |
In 2019, Telerx Marketing Inc. implemented Avaya Customer Experience in the Customer Experience category. The deployment centralized global contact center operations supporting more than 150 diverse clients across consumer product goods and life sciences, handling over 35 million omnichannel interactions annually across 175 countries via the customer channel of choice. The scope targeted telephony standardization, digital channel consolidation, and agent desktop unification to deliver consistent, client-specific service offerings. Implementation planning emphasized compliance and documentation to satisfy a complex matrix of client, industry and governmental regulations.
The Avaya Customer Experience deployment leveraged Avaya Oceana and Avaya Breeze as core orchestration and application runtime components, enabling omnichannel routing, session management, and rapid workflow composition. Functional capabilities brought online included Mobile IVR, Mobile Video, Co-Browsing, and unified agent desktop workflows, with configuration patterns and templates used to tailor services to individual client requirements. The architecture supported channel add-on flexibility so new engagement modes could be provisioned without reengineering the core platform.
Architecturally the program centralized six disparate voice and contact center technologies into a single Avaya Customer Experience platform and consolidated technology specialists into one resource pool to streamline operational support. Integrations emphasized telephony consolidation, channel API connectivity, and compliance-oriented documentation flows to meet client and regulatory needs. A phased rollout approach was used so IT teams and agents could be trained on the single platform while operational best practices were propagated across contact centers and client engagements.
Governance introduced standardized training, centralized change control, and a single resource pool model for platform specialists to manage client-specific customizations. Agent flexibility increased and customer feedback indicated excitement that exceeded initial expectations, enabling faster migration of best practices across sites. The Avaya Customer Experience implementation established a platform to support continued innovation and customized contact center services for Telerx Marketing Inc.
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Healthcare | 40000 | $10.0B | United States | Avaya | Avaya Customer Experience | Customer Experience | 2019 | n/a |
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FAQ - APPS RUN THE WORLD Avaya Customer Experience Coverage
Avaya Customer Experience is a Customer Experience solution from Avaya.
Companies worldwide use Avaya Customer Experience, from small firms to large enterprises across 21+ industries.
Organizations such as Lowe'S, The Johns Hopkins Hospital, Cincinnati Bell, Telerx Marketing Inc. and AVIOS are recorded users of
Avaya Customer Experience for Customer Experience.
Companies using Avaya Customer Experience are most concentrated in Retail, Healthcare and Communications, with adoption spanning over 21 industries.
Companies using Avaya Customer Experience are most concentrated in United States and United Kingdom, with adoption tracked across 195 countries worldwide. This global distribution highlights the popularity of Avaya Customer Experience across Americas, EMEA, and APAC.
Companies using Avaya Customer Experience range from small businesses with 0-100 employees - 16.67%, to mid-sized firms with 101-1,000 employees - 16.67%, large organizations with 1,001-10,000 employees - 33.33%, and global enterprises with 10,000+ employees - 33.33%.
Customers of Avaya Customer Experience 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 Customer Experience customer database with detailed Firmographics such as industry, geography, revenue, and employee breakdowns as well as key decision makers in charge of Customer Experience.