List of Avaya OneCloud CCaaS Customers
Avaya
350 Mt. Kemble Avenue,
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United States
Morristown, 7960, NJ,
United States
1 973-605-1802
Professional Services
8000
$2.5B
Since 2010, our global team of researchers has been studying Avaya OneCloud CCaaS 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 OneCloud CCaaS 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 OneCloud CCaaS for Call Center include: Standard Chartered Bank, a United Kingdom based Banking and Financial Services organisation with 80695 employees and revenues of $19.81 billion, M&G, a United Kingdom based Banking and Financial Services organisation with 5837 employees and revenues of $8.46 billion, Emirates Nbd United Arab Emirates, a United Arab Emirates based Banking and Financial Services organisation with 25400 employees and revenues of $8.28 billion, Atento, a Spain based Professional Services organisation with 10400 employees and revenues of $1.00 billion, Fortem Solutions, a United Kingdom based Construction and Real Estate organisation with 1000 employees and revenues of $170.0 million and many others.
Contact us if you need a completed and verified list of companies using Avaya OneCloud CCaaS, 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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Atento | Professional Services | 10400 | $1.0B | Spain | Avaya | Avaya OneCloud CCaaS | Call Center | 2019 | n/a |
In 2019, Atento deployed Avaya OneCloud CCaaS to modernize its Call Center operations. The initiative targeted 12 lines of business and was rolled out aggressively, with cloud services activated across those lines in four months, establishing Avaya OneCloud CCaaS as the core application for voice routing, telephony, and unified communications.
Atento implemented Avaya Conversational Intelligence to introduce AI transcription and interaction analytics into its contact center stack. The Avaya Conversational Intelligence solution automatically transcribes voice interactions into usable text, evaluates language and voice inflections to quantify attitudes and emotions, and enables supervisors to interject during live interactions rather than relying solely on post interaction surveys. Condensed transcribed text is auto populated into client CRM records, reducing after call work by approximately 65 percent, and Atento is experimenting with using transcription-derived sentiment to replace a client’s Net Promoter Score program.
The implementation used a hybrid public and private cloud architecture for the UC platform, allowing selective placement of cloud telephony and on-premise telephony under a unified management plane via Avaya OneCloud CCaaS. This blended approach allowed Atento to leverage OneCloud as a circuit alternative for rapid site provisioning, reducing the need to wait for an MPLS circuit and enabling faster geographic launches and disaster recovery capabilities. Operational coverage included agents, supervisors, and contact center operations across multiple countries and lines of business.
Governance and workflow restructuring focused on real-time monitoring, supervisor orchestration, and automated post interaction documentation, shifting quality assurance from sampled surveys to continuous sentiment monitoring. Financially the program moved consumption toward an OPEX model tied to platform usage, providing greater deployment flexibility and reduced capital outlay. Stated outcomes included measurable increases in customer satisfaction, operational efficiencies from reduced after call work, and lower total cost to serve for Atento’s clients.
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Emirates Nbd United Arab Emirates | Banking and Financial Services | 25400 | $8.3B | United Arab Emirates | Avaya | Avaya OneCloud CCaaS | Call Center | 2020 | n/a |
In 2020, Emirates NBD implemented Avaya OneCloud CCaaS as a Call Center solution to strengthen customer retention and provide a more personalized engagement layer for its credit-card services. The deployment was scoped to support contact center operations that needed to deliver a personal touch and improved customer tracking for cardholders.
The Avaya OneCloud CCaaS implementation delivered standard Call Center capabilities, including omnichannel contact routing, interactive voice response, a unified agent desktop, call recording, and real-time reporting and analytics. Workforce optimization and quality management functions were configured to align agent workflows with customer engagement objectives for credit-card customers.
Architecturally the solution was provisioned as a cloud-hosted contact center platform, using API-driven CTI and omnichannel routing to centralize telephony and digital interactions. The design emphasized cloud-native provisioning and centralized session management, enabling consistent queueing, skills-based routing, and realtime monitoring across voice and digital channels.
Operational ownership sat with Emirates NBDs contact center and customer service organizations, with configuration focused on credit-card customer journeys and retention workflows. Governance centered on standardizing agent workflows and analytics-driven contact handling to support personalized engagement, while maintaining centralized operational controls for the banks Call Center functions.
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Fortem Solutions | Construction and Real Estate | 1000 | $170M | United Kingdom | Avaya | Avaya OneCloud CCaaS | Call Center | 2019 | Six Degrees |
In 2019, Fortem Solutions implemented Avaya OneCloud CCaaS to enable multichannel contact capabilities within its Call Center operations. Six Degrees served as the implementation partner, providing core infrastructure, managed services, and a consultative design and deployment approach for the new environment.
Six Degrees delivered Core Infrastructure services from Tier III+ aligned UK data centres and a dedicated Next Generation Network, creating a location-agnostic hosting platform to support Fortem’s offices throughout the United Kingdom. The Avaya OneCloud CCaaS deployment was positioned as an Avaya-based Unified Communications solution to enable a 24x7 multi-channel contact centre, improving customer contact options and user experience.
Functional capabilities implemented include multichannel contact handling and unified communications orchestration alongside 24x7 monitoring, Business Continuity services, and Managed Workplace support for disaster recovery and operational integrity. Fortem retained an in-house IT team to manage end user incidents and day-to-day IT service management, focusing on first time fixes and user-focused support while Six Degrees provided platform operations and connectivity.
Governance followed a consultative build and manage model where Six Degrees designed, planned, executed and documented the platform to meet operational and regulatory requirements. The implementation was intended to support Fortem’s continued growth by providing a secure, scalable and future-proofed communications and hosting environment that minimises disruption and risk and enables the delivery of flexible services to clients.
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M&G | Banking and Financial Services | 5837 | $8.5B | United Kingdom | Avaya | Avaya OneCloud CCaaS | Call Center | 2021 | n/a |
In 2021, M&G migrated its contact center technology from Cisco Unified Contact Center Enterprise to Avaya OneCloud CCaaS. M&G engaged Avaya subject matter experts under a contract beginning July 2021 to provide Avaya support during the transition to Avaya OneCloud CCaaS in the United Kingdom, targeting the enterprise Call Center function to centralize customer service operations.
The deployment configured core Call Center capabilities typical of CCaaS platforms, including automatic call distribution, interactive voice response, omnichannel routing, agent desktop, call recording, and operational reporting. Avaya OneCloud CCaaS was provisioned as a cloud-hosted contact center platform with centralized administration for agent and supervisor workflows and configuration of routing and queue management policies.
Operational coverage focused on M&G plc customer service and contact center teams in the United Kingdom, with agent and supervisor consoles set up to support voice and digital channels consistent with Call Center operations. The implementation emphasized continuity of telephony and contact handling during migration from Cisco Unified Contact Center Enterprise, while system-specific integrations were not detailed in source notes.
Governance and rollout were supported by contracted Avaya SMEs from July 2021 onward, providing operational support and knowledge transfer during the migration to Avaya OneCloud CCaaS. The transition program documented the move from Cisco Unified Contact Center Enterprise to Avaya OneCloud CCaaS and codified support arrangements for the post-migration operational period.
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Standard Chartered Bank | Banking and Financial Services | 80695 | $19.8B | United Kingdom | Avaya | Avaya OneCloud CCaaS | Call Center | 2019 | n/a |
In 2019 Standard Chartered Bank implemented Avaya OneCloud CCaaS as its Call Center platform to consolidate client interactions and unify communications across its contact centers. The deployment uses Avaya OneCloud Private as the delivery model to host the Avaya OneCloud CCaaS solution securely within the Bank environment, providing a global platform footprint aligned to the Bank's digital adoption trajectory.
The implementation configured core contact center and unified communications capabilities, focusing on omni channel interaction consolidation, routing, and capture of conversational context so agents can transition between channels with access to prior interaction history. Avaya reference architectures were used as a baseline, with the option to engage Avaya experts for custom design work to meet bank specific requirements.
Operationally the Avaya OneCloud CCaaS deployment covers Standard Chartered's client contact centers as a global platform provisioned inside the Bank environment, designed to anticipate emergent channels and to enable flexible engagement with third party organisations when required. The architecture emphasizes secure private cloud delivery, unified agent access to multichannel queues, and preservation of interaction context across voice and digital touchpoints.
Governance and workflow changes centered on consolidating interactions into a single operational hub and reconfiguring agent workflows so representatives move fluidly between channels while retaining conversation context. The stated outcome of the program is to create greater efficiencies in structure and a seamless client experience, while providing a foundation that can evolve as new contact center channels emerge.
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Buyer Intent: Companies Evaluating Avaya OneCloud CCaaS
ARTW Buyer Intent uncovers actionable customer signals, identifying software buyers actively evaluating Avaya OneCloud CCaaS. Gain ongoing access to real-time prospects and uncover hidden opportunities. Companies Actively Evaluating Avaya OneCloud CCaaS for Call Center include:
- Internex, a Canada based Education organization with 15 Employees
- Sohu.com Limited, a China based Professional Services company with 4900 Employees
- University of Iowa, a United States based Education organization with 11500 Employees
Discover Software Buyers actively Evaluating Enterprise Applications
| Logo | Company | Industry | Employees | Revenue | Country | Evaluated | ||
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FAQ - APPS RUN THE WORLD Avaya OneCloud CCaaS Coverage
Avaya OneCloud CCaaS is a Call Center solution from Avaya.
Companies worldwide use Avaya OneCloud CCaaS, from small firms to large enterprises across 21+ industries.
Organizations such as Standard Chartered Bank, M&G, Emirates Nbd United Arab Emirates, Atento and Fortem Solutions are recorded users of
Avaya OneCloud CCaaS for Call Center.
Companies using Avaya OneCloud CCaaS are most concentrated in Banking and Financial Services, Professional Services and Construction and Real Estate, with adoption spanning over 21 industries.
Companies using Avaya OneCloud CCaaS are most concentrated in United Kingdom, United Arab Emirates and Spain, with adoption tracked across 195 countries worldwide. This global distribution highlights the popularity of Avaya OneCloud CCaaS across Americas, EMEA, and APAC.
Companies using Avaya OneCloud CCaaS range from small businesses with 0-100 employees - 0%, to mid-sized firms with 101-1,000 employees - 20%, large organizations with 1,001-10,000 employees - 20%, and global enterprises with 10,000+ employees - 60%.
Customers of Avaya OneCloud CCaaS 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 OneCloud CCaaS customer database with detailed Firmographics such as industry, geography, revenue, and employee breakdowns as well as key decision makers in charge of Call Center.