List of Avaya Experience Portal Customers
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Since 2010, our global team of researchers has been studying Avaya Experience Portal 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 Experience Portal 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 Experience Portal for Call Center include: Barclays, a United Kingdom based Banking and Financial Services organisation with 93000 employees and revenues of $34.86 billion, Santander UK, a United Kingdom based Banking and Financial Services organisation with 19800 employees and revenues of $6.47 billion, FirstRand, a South Africa based Insurance organisation with 3000 employees and revenues of $500.0 million and many others.
Contact us if you need a completed and verified list of companies using Avaya Experience Portal, 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 Experience Portal 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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Barclays | Banking and Financial Services | 93000 | $34.9B | United Kingdom | Avaya | Avaya Experience Portal | Call Center | 2014 | n/a |
In 2014 Barclays deployed Avaya Experience Portal in its Call Center environment. The deployment supported the Barclays Contact Centre voice estate covering over 20,000 agents running on AWS Connect alongside Avaya voice technology, with operational ownership in a 3rd Line Voice Support team and close collaboration with Networks and Firewall teams.
Avaya Experience Portal was configured as part of a broader Avaya stack that included Avaya Communication Manager releases 5 and 6, Avaya Application Enablement Services, Avaya Voice Portal, Avaya Call Management System, Avaya Modular Messaging, and Avaya One Touch Video to deliver IVR, messaging, and application enablement capabilities. Monitoring and platform services were built using Solarwinds NPM, SAM, and VNQM, deployed onto dual SQL servers and dual application servers to centralize voice quality monitoring, with supporting services running on Unix and Windows hosts.
Integrations implemented alongside the Avaya Experience Portal included Nuance Voice Biometrics V9 and V10 for customer authentication, AWS Connect telemetry tied to Cloudwatch and Lambda, deployment automation via Jenkins pipelines, and network security controls through Fortigate and Juniper firewalls. Operational governance incorporated an Avaya Advanced Operational Service contract for onboarding and support of monitored devices, and the team established subject matter expertise for Solarwinds and Nuance to manage voice quality monitoring for remote agents and cloud contact center telemetry.
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FirstRand | Insurance | 3000 | $500M | South Africa | Avaya | Avaya Experience Portal | Call Center | 2017 | n/a |
In 2017 FirstRand implemented Avaya Experience Portal in its Call Center environment to centralize customer contact handling for its insurance business in South Africa, supporting customer service and claims teams across the insurer’s contact center sites. The deployment served a 3000 employee organization and was positioned to provide standardized interactive voice response and scripted self-service across inbound voice and digital channels.
Avaya Experience Portal was configured to deliver core Call Center capabilities including multichannel IVR, advanced call routing and automatic call distribution, speech recognition and text to speech, session management, and application-level scripting for contact flows. The implementation included call recording and interaction orchestration components to support agent-assisted escalation paths and consistent customer experience across service journeys.
Operational integration focused on connecting the Avaya Experience Portal with FirstRand’s enterprise telephony infrastructure and contact routing fabric, enabling CTI-driven screen pop and agent routing workflows. Governance emphasized centralized contact routing policies, phased rollout of voice applications, and versioned scripting controls to manage voice application changes and operational handoff to contact center operations teams.
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Santander UK | Banking and Financial Services | 19800 | $6.5B | United Kingdom | Avaya | Avaya Experience Portal | Call Center | 2018 | n/a |
In 2018, Santander UK deployed Avaya Experience Portal in a Call Center implementation to support its contact centres and internal business areas. The Santander UK Avaya Experience Portal Call Center deployment focused on voice automation and IVR orchestration to centralize inbound servicing and self service workflows across multiple contact centre platforms.
The implementation included Avaya Experience Portal as the IVR and voice application server alongside Avaya AAEP, System Manager, AES and Communication Manager components. Configuration work encompassed call flow development, speech services integration, and application hosting on Linux/RedHat infrastructure consistent with enterprise Call Center voice platform patterns.
Integrations were explicitly instrumented with Genesys routing, Genesys Dialer and SCI, Cisco CM, Amazon Connect, Nortel iSDX, recording systems, speech analytics, Nuance Voice Biometrics, Nuance Natural Language, and Oracle SBCs. Operational toolchain and support integrations included CI CD pipelines using GitLab, Remedy and ServiceNow for change and incident workflows, and Microsoft Teams for collaboration, reflecting a multi-platform contact centre topology.
Governance and operationalization emphasized project implementations, IVR deployment, and managed changes with 2nd and 3rd level support coverage provided by the internal voice engineering team. The rollout model combined scripted IVR releases and CI CD driven deployments, with change control routed through Remedy and ServiceNow and operational responsibility retained within Santander UK contact centre engineering.
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Buyer Intent: Companies Evaluating Avaya Experience Portal
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Discover Software Buyers actively Evaluating Enterprise Applications
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