List of Avaya Infinity Platform Customers
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Since 2010, our global team of researchers has been studying Avaya Infinity Platform 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 Infinity Platform 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 Infinity Platform for Call Center include: Aflac, a United States based Insurance organisation with 12785 employees and revenues of $18.84 billion, The Johns Hopkins Hospital, a United States based Healthcare organisation with 40000 employees and revenues of $10.00 billion, Access Bank, a Nigeria based Banking and Financial Services organisation with 14000 employees and revenues of $3.33 billion and many others.
Contact us if you need a completed and verified list of companies using Avaya Infinity Platform, 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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Access Bank | Banking and Financial Services | 14000 | $3.3B | Nigeria | Avaya | Avaya Infinity Platform | Call Center | 2022 | n/a |
In 2022 Access Bank deployed the Avaya Infinity Platform as a Call Center solution to centralize CRM and customer service contact center functions across its Nigeria and international operations, with Avaya partnering on the implementation. The Avaya Infinity Platform implementation was positioned to support a hybrid contact center architecture that combined voice, video, and chat channels to deliver unified customer engagement.
The deployment leveraged omnichannel routing and AI-enabled capabilities, including voice-biometrics for authentication and conversational routing to appropriate service queues. The Avaya Infinity Platform configuration emphasized contact center functional modules for inbound and outbound voice, multimedia queuing, session management, and channel blending to allow agents to handle voice, video, and chat from the same operational console.
Operational coverage included Access Bank customer service and CRM-related workflows across its Nigeria footprint and international operations, reshaping agent workflows and queue management. The program introduced centralized orchestration of routing and authentication, which restructured contact handling and agent authentication processes to support faster resolution.
Reported outcomes included a reduction in average voice response times from approximately 2 minutes 25 seconds in 2022 to about 30 seconds in 2024, alongside faster email response times and improved first-call resolution, as described in Avaya customer reporting. The Avaya Infinity Platform therefore served as the core Call Center application for Access Bank customer service operations, enabling omnichannel engagement and voice-biometrics enabled authentication.
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Aflac | Insurance | 12785 | $18.8B | United States | Avaya | Avaya Infinity Platform | Call Center | 2021 | n/a |
In 2021, Aflac deployed the Avaya Infinity Platform to modernize contact-center operations in the United States, targeting both customer experience and employee experience improvements. The Avaya Infinity Platform was applied within Aflac's Call Center environment to centralize omnichannel engagement, agent workflows, and workforce planning.
Configuration emphasized Avaya Infinity contact-center orchestration together with AI agent assist, omnichannel routing, and workforce optimization capabilities, enabling automated skill-based routing, real-time agent guidance, and schedule management. Functional workflows implemented included queue management, skill and priority routing, real-time agent assist for handling and call control, and forecasting driven workforce optimization consistent with Call Center operations.
The deployment unified interactions across voice, chat, SMS, and email channels to present a single engagement layer and deliver routed work to agent desktops and workforce management teams. Operational scope focused on Aflac's United States contact-center operations, affecting customer service, contact-center operations, workforce management, and CX analytics teams.
Governance concentrated on orchestration of agent workflows and embedding workforce optimization into scheduling and QA processes during rollout. Outcomes reported by Avaya include an 11-percentage-point increase in 'Customer Ease', a 15% reduction in average handling time, and improved agent tenure following the Avaya Infinity Platform implementation.
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The Johns Hopkins Hospital | Healthcare | 40000 | $10.0B | United States | Avaya | Avaya Infinity Platform | Call Center | 2023 | n/a |
In 2023, The Johns Hopkins Hospital implemented Avaya Infinity Platform to standardize contact center and automation capabilities across its U.S. hospital network. The deployment targeted Call Center functionality and an upgraded Avaya IVR portal to centralize inbound patient routing and interaction orchestration.
The Avaya Infinity Platform implementation configured contact center orchestration and IVR modules alongside automation tools to enable automated patient identification and validation workflows. The project enabled click to call and CRM-oriented call flows initiated from the Epic EHR, and captured patient satisfaction data within call interactions for downstream reporting.
Integration architecture centers on a direct integration between Avaya Infinity Platform and Epic EHR, exchanging patient identifiers and encounter context to drive screen pops, automated validation, and context aware routing. Operational coverage spans Johns Hopkins Hospital facilities across the United States and impacts patient access, scheduling, central call centers, and patient experience teams.
Rollout and governance were managed via formal change-control notes and an upgrade path that included migration to an upgraded Avaya experience and IVR portal in March 2024. The implementation emphasized orchestration and automation to align contact center workflows with clinical scheduling and patient satisfaction capture.
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