List of Avaya Interaction Center Customers
Avaya
350 Mt. Kemble Avenue,
Morristown, 7960, NJ,
United States
Morristown, 7960, NJ,
United States
1 866-282-9267
Professional Services
8063
$3.1B
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, GE Europe, a United Kingdom based Oil, Gas and Chemicals organisation with 8500 employees and revenues of $5.50 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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GE Europe | Oil, Gas and Chemicals | 8500 | $5.5B | United Kingdom | Avaya | Avaya Interaction Center | Customer Experience | 2015 | n/a |
In 2015, GE Europe implemented Avaya Interaction Center in the Customer Experience category. The rollout for Avaya Interaction Center was positioned to support GE Europe contact centre operations and customer service functions, drawing on Avaya’s specialist consultant group that took Contact Centre applications to market following the product’s evolution from Quintus.
Configuration work focused on core contact centre capabilities within Avaya Interaction Center, including multichannel routing, automatic call distribution, interactive voice response self-service, skills based routing, and an agent desktop with real time and historical reporting. The implementation emphasized orchestration of voice, email and web channels and scripting to standardize handling workflows across contact centre queues.
Operational integration centered on connecting Avaya Interaction Center to enterprise telephony and contact channel infrastructure, and on instrumenting CTI enabled agent workflows to streamline call handling and session transfer. Business functions impacted included customer service, contact centre operations and major account support, with system configuration aligned to enterprise service and escalation processes.
Governance and rollout were consultant led, with Avaya’s specialist group advising on best practice configuration, channel alignment and end to end contact centre process design. Implementation narratives from the engagement emphasize advisory driven configuration and operationalization of contact centre workflows rather than isolated point solutions.
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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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FAQ - APPS RUN THE WORLD Avaya Interaction Center Coverage
Avaya Interaction Center is a Customer Experience solution from Avaya.
Companies worldwide use Avaya Interaction Center, from small firms to large enterprises across 21+ industries.
Organizations such as Transport for London, GE Europe and Allstate Protection Plans are recorded users of
Avaya Interaction Center for Customer Experience.
Companies using Avaya Interaction Center are most concentrated in Transportation, Oil, Gas and Chemicals and Insurance, with adoption spanning over 21 industries.
Companies using Avaya Interaction Center are most concentrated in United Kingdom, with adoption tracked across 195 countries worldwide. This global distribution highlights the popularity of Avaya Interaction Center across Americas, EMEA, and APAC.
Companies using Avaya Interaction Center range from small businesses with 0-100 employees - 0%, to mid-sized firms with 101-1,000 employees - 33.33%, large organizations with 1,001-10,000 employees - 33.33%, and global enterprises with 10,000+ employees - 33.33%.
Customers of Avaya Interaction Center 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 Interaction Center customer database with detailed Firmographics such as industry, geography, revenue, and employee breakdowns as well as key decision makers in charge of Customer Experience.