List of Avaya Omni Agent Customers
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Since 2010, our global team of researchers has been studying Avaya Omni Agent 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 Omni Agent for Call Center, Customer Support 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 Omni Agent for Call Center, Customer Support include: Transcom, a Sweden based Professional Services organisation with 26389 employees and revenues of $781.0 million, Talabat Kuwait, a Kuwait based Distribution organisation with 275 employees and revenues of $50.0 million, Thanachart Bank Public Company, a Thailand based Banking and Financial Services organisation with 500 employees and revenues of $33.0 million and many others.
Contact us if you need a completed and verified list of companies using Avaya Omni Agent, 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 Omni Agent 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 | Insight Source |
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Talabat Kuwait | Distribution | 275 | $50M | Kuwait | Avaya | Avaya Omni Agent | Call Center,Customer Support | 2015 | Metcomiddle East Trading Company | In 2015 Talabat Kuwait deployed Avaya Contact Center Select across its GCC operations and implemented Avaya Omni Agent in the Call Center,Customer Support function to centralize omnichannel customer service and reporting. The deployment targeted customer support teams handling order-related inquiries and was scoped across Talabat's GCC and broader MENA operations, aligning the application to high volume order handling demands. Configuration work emphasized omnichannel routing, real time reporting and a unified agent desktop experience, with Avaya Omni Agent providing the agent side omnichannel capabilities referenced. Functional capabilities implemented included agent desktop workflows for voice and digital interactions, centralized reporting for contact center performance, and queue management to absorb order spikes and reduce repetitive handling. The project was delivered with integrator Metcomiddle East Trading Company, also referenced as METCO in project documentation, and integrated into operational support processes for Talabat's customer support departments. Operational coverage included customer service contact centers across the GCC, with platform-level reporting used to drive daily operations and staffing decisions. Governance and workflow changes accompanied the rollout, standardizing agent scripting, queue prioritization and centralized dashboards to improve agent efficiency and throughput. The Avaya Contact Center Select deployment and Avaya Omni Agent agent desktop functionality helped halve repetitive call handling and supported rapid scale as order volumes doubled year on year. | |
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Thanachart Bank Public Company | Banking and Financial Services | 500 | $33M | Thailand | Avaya | Avaya Omni Agent | Call Center,Customer Support | 2010 | n/a | In 2010 Thanachart Bank Public Company deployed Avaya Omni Agent as part of a broader contact center upgrade in Thailand focused on inbound and outbound banking operations. The deployment targeted Call Center,Customer Support workflows and was executed alongside Avaya Aura Contact Center, Avaya Proactive Contact and Avaya one-X Agent to increase automation and deliver richer agent context during customer interactions. Avaya Omni Agent provided the agent desktop capability while Avaya Aura Contact Center handled call routing and Avaya Proactive Contact provided predictive dialing. Configuration emphasized predictive dialer campaign management, CTI-enabled agent desktop functionality, ACD routing rules and automation of outbound sequencing and call blending to support blended inbound and outbound queues. The implementation centralized agent controls and contextual information on the Avaya Omni Agent and Avaya one-X Agent desktops to reduce manual call handling and improve agent efficiency. Rollout proceeded in phased stages across the bank’s contact operations, with predictive dialer and agent desktop waves explicitly noted in the case study. The case study reports that Thanachart Bank nearly doubled right-party contact rates and raised agent on-call productivity after the predictive dialer and agent desktop rollout, and it explicitly references Avaya one-X Agent for agent desktop functionality. | |
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Transcom | Professional Services | 26389 | $781M | Sweden | Avaya | Avaya Omni Agent | Call Center,Customer Support | 2017 | Sabio | In 2017, Transcom centralized approximately 10,000 contact-center seats into a Netherlands hub using Avaya Omni Agent as part of a platform built on Avaya Aura and Avaya Breeze, creating a scalable omnichannel BPO environment. The implementation targeted Transcoms European contact-center footprint and established a single operational hub serving multiple European countries within the Call Center,Customer Support domain. The deployment implemented agent desktop and omnichannel handling capabilities, including voice, chat, email and WebRTC agent workflows, leveraging Avaya one-X Agent for agent interaction and Avaya Breeze for session orchestration and routing. Functional modules emphasized omnichannel routing, session orchestration, and agent desktop consolidation, aligning contact routing and agent workflows across channels to support BPO service delivery. Integrations were executed with DatapointEurope and SPS as key integration partners, and the system integrator Sabio supported implementation activities. Operational coverage centralized contact-center operations into the Netherlands hub while enabling multi-country service delivery, with governance focused on centralized provisioning and standardized agent workflows to streamline site enablement. The consolidation reduced operating costs and sped onboarding of new sites, and the platform enabled omnichannel agent workflows for Transcoms Call Center,Customer Support business functions. The configuration and centralized hub model supported scalable BPO operations and standardized processes for agent onboarding and cross-country service orchestration. |
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