List of Avaya IVR Customers
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Since 2010, our global team of researchers has been studying Avaya IVR 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 IVR for Interactive Voice Response (IVR) 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 IVR for Interactive Voice Response (IVR) include: Direct Line Group, a United Kingdom based Insurance organisation with 8975 employees and revenues of $6.22 billion, TUI United Kingdom, a United Kingdom based Leisure and Hospitality organisation with 11000 employees and revenues of $3.50 billion, Student Loans Company, a United Kingdom based Government organisation with 3300 employees and revenues of $3.37 billion, QVC UK, a United Kingdom based Retail organisation with 1772 employees and revenues of $643.0 million, 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 IVR, 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 IVR 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 IVR | Interactive Voice Response (IVR) | 2013 | n/a |
In 2013 Allstate Protection Plans deployed Avaya IVR as the Interactive Voice Response (IVR) component of a consolidated voice system serving internal staff and external customers. The implementation combined Avaya Communication Manager, Avaya Interaction Center and Interactive Voice Response AEP and VXML applications to provide telephony access for new insurance quotes, filing new claims, retrieving information on existing claims and processing payments on current policies.
Avaya IVR was configured to operate alongside the PBX and interaction center to orchestrate call routing, self service menus and agent fallback, with AEP and VXML applications handling dialog flows and business logic. Quality assurance and automation were integral to the implementation, using CYARA to design and execute test campaigns and HPQC to manage test cases, results, metrics and defect tracking.
Integrations were implemented between the PBX, interaction center and IVR layers to enable end to end voice interactions for both new business acquisition and claims servicing, with telephone as the primary channel. Operational coverage included scenarios across normal business hours and agent downtime conditions, ensuring continuity of service and scripted customer journeys.
Testing governance emphasized collaboration with business stakeholders to identify use cases and obtain signoff, formal test planning and baseline reporting, and Tier 2 responsibility for patch fixes. Traceability to requirements was maintained through CYARA campaign artifacts and HPQC test management, supporting coordinated execution and defect remediation across the voice stack.
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Direct Line Group | Insurance | 8975 | $6.2B | United Kingdom | Avaya | Avaya IVR | Interactive Voice Response (IVR) | 2020 | n/a |
In 2020 Direct Line Group scoped and designed a speech enablement transformation for Avaya IVR, an Interactive Voice Response (IVR) application. The engagement explicitly targeted embedding Nuance Call Steering with Natural Language Understanding into the Avaya IVR infrastructure and automating the identity and verification ID&V process inside the IVR call flows.
The implementation narrative defines an architecture that layers Nuance NLU as a speech middleware on top of Avaya call session management, with call steering logic used for intent based routing and decisioning. Functional modules specified include speech recognition and natural language understanding, call steering and intent routing, IVR hosted ID&V automation, and conversational dialog flow authoring and orchestration within the Avaya IVR platform.
Integrations focused on connecting Avaya IVR to Nuance Call Steering and NLU components and to backend identity verification services and contact center routing components to allow automated authentication and intent driven transfers. Governance and rollout work emphasized scoping, dialog design, call steering rules configuration, and change control inside contact center operational processes to embed the new Interactive Voice Response (IVR) capabilities into customer service voice channels.
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QVC UK | Retail | 1772 | $643M | United Kingdom | Avaya | Avaya IVR | Interactive Voice Response (IVR) | 2005 | n/a |
In 2005, QVC UK implemented Avaya IVR as an Interactive Voice Response (IVR) application to expand and enhance the automated ordering component of its customer relationship management strategy. The deployment of Avaya IVR was positioned to support high customer demand while enabling a more personalized automated ordering experience tied to QVC business processes.
The Avaya IVR implementation included custom applications from Gold Systems, Inc., using the Vonetix product to match caller requests captured by the IVR with QVC product databases and company information. Functional capabilities configured included automated ordering workflows, product availability lookups and account information retrieval, along with built-in web-enabled interfaces and a roadmap to add natural language speech recognition.
Integrations were focused on real-time linkage between the Avaya IVR and QVC order processing systems and product databases, enabling the IVR to surface on-air product information and database-driven responses via telephone, including wireless and cellular access. The system was specified to support high concurrency, with published capacity to handle up to 3,000 simultaneous automated ordering sessions, positioning the solution as a scalable inbound voice automation layer.
Operational governance centered on embedding the IVR into customer support center operations and accelerating application deployment through Vonetix to prepare for speech recognition enhancements. Avaya positioned the Avaya IVR as a secure platform that met requirements for flexibility and connectivity, supporting QVC UK’s objective to increase automated ordering utilization and contribute to the overall customer service experience.
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Government | 3300 | $3.4B | United Kingdom | Avaya | Avaya IVR | Interactive Voice Response (IVR) | 2017 | n/a |
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Leisure and Hospitality | 11000 | $3.5B | United Kingdom | Avaya | Avaya IVR | Interactive Voice Response (IVR) | 2013 | n/a |
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Buyer Intent: Companies Evaluating Avaya IVR
- Bcl Industries, a India based Manufacturing organization with 719 Employees
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