List of Avaya Interaction Center Customers
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Since 2010, our global team of researchers has been studying Avaya Interaction Center 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 Interaction Center 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 Interaction Center for Customer Experience include: Transport for London, a United Kingdom based Transportation organisation with 28501 employees and revenues of $12.10 billion, Allstate Protection Plans, a United Kingdom based Insurance organisation with 500 employees and revenues of $130.0 million and many others.
Contact us if you need a completed and verified list of companies using Avaya Interaction Center, 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 Interaction Center 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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Allstate Protection Plans | Insurance | 500 | $130M | United Kingdom | Avaya | Avaya Interaction Center | Customer Experience | 2013 | n/a |
In 2013 Allstate Protection Plans deployed Avaya Interaction Center to centralize voice interactions under the Customer Experience category. The Avaya Interaction Center implementation was delivered as part of an integrated voice platform that included Avaya Communication Manager PBX and Interactive Voice Response components using AEP and VXML applications, forming the primary telephony channel for customer engagement.
The implementation configured Avaya Interaction Center to host multi-option IVR call flows that provided new insurance quotes, claim filing, existing claim inquiry, and policy payment capabilities through telephone interactions. Functional testing and quality assurance focused on IVR and voice scenarios, including agent downtime conditions and patch fix validation, with automated test case execution created in CYARA and run via campaign orchestration to ensure traceability to requirements.
Integrations were explicitly implemented with Avaya Communication Manager and with AEP and VXML based IVR applications to route and service inbound calls for both internal Allstate staff and external customers and potential new business. Test artifacts and defect lifecycle were managed in HPQC to capture test cases, execution results, metrics, and defects across planning and execution phases.
Governance followed a structured QA process where test planning, requirement analysis, and use case signoff were coordinated with business stakeholders, and Tier 2 support handled patch testing and regression validation. Test reporting provided execution status against baseline plans, and CYARA automation was used to maintain requirement traceability and repeatable IVR campaign testing.
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Transport for London | Transportation | 28501 | $12.1B | United Kingdom | Avaya | Avaya Interaction Center | Customer Experience | 2012 | n/a |
In 2012 Transport for London implemented Avaya Interaction Center as part of its Customer Experience platform. The deployment supported Demand and Planning Real-Time operations from May 2012 to August 2014 and was scoped to multi-site contact centre operations across the London Underground network, with direct responsibility for managing 300 real-time schedules and handling approximately 6000 daily incoming contacts. The program centered on contact handling and real-time operational control to secure Service Level Adherence for passenger-facing channels.
Avaya Interaction Center was configured with Interactive Voice Response technical design and supported a Natural Language initiative, with the implementation team executing Interactive Voice Response workflows, prompt flows, and routing logic consistent with contact centre automation practices. Workforce management policies and procedures were implemented alongside real-time analyst workflows, and the team recruited and led eight Real-Time Analysts to operate and monitor performance and schedule adherence. Call centre technology troubleshooting and problem management were embedded into daily operations to address incidents on a real-time basis.
The implementation included close operational integration with service providers for telephony and platform support, with escalation paths and vendor performance management used to improve system stability. Transport for London provided Subject Matter Expertise and led User Acceptance Testing for Avaya Interaction Center, a capability that was crucial to the introduction of Contactless Payment onto the London Underground network. Oversight covered small contact centre technology projects and the coordination of vendor remediation efforts.
Governance changes included formalized vendor performance management, documented escalation and resolution processes, and the introduction of workforce management governance tied to real-time adherence targets. The programme delivered explicit operational outcomes, including managed Service Level Adherence across multi-site schedules and improved system stability through active problem management and service provider engagement. The project team served as a key implementation and testing authority for Natural Language and contactless payment related integrations within the Customer Experience environment.
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