List of Avaya Predictive Dialing System Customers
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Since 2010, our global team of researchers has been studying Avaya Predictive Dialing System 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 Predictive Dialing System 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 Predictive Dialing System for Call Center include: Capital One, a United States based Banking and Financial Services organisation with 76300 employees and revenues of $39.11 billion, Co-op, a United Kingdom based Retail organisation with 65000 employees and revenues of $14.50 billion, N Brown, a United Kingdom based Retail organisation with 1700 employees and revenues of $746.0 million, Co-op Legal Services, part of Co-op Group, a United Kingdom based Professional Services organisation with 461 employees and revenues of $44.0 million and many others.
Contact us if you need a completed and verified list of companies using Avaya Predictive Dialing System, 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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Capital One | Banking and Financial Services | 76300 | $39.1B | United States | Avaya | Avaya Predictive Dialing System | Call Center | 2008 | n/a |
In 2008, Capital One deployed Avaya Predictive Dialing System within its Call Center technology environment to support outbound contact workflows and centralized dialer operations. The implementation was positioned as part of the broader call centre technology estate managed by technical delivery and voice and networks teams, supporting day to day operations and campaign execution.
The Avaya Predictive Dialing System was configured to provide core predictive dialer capabilities including campaign management, predictive dialing algorithms, call pacing and automated call distribution orchestration, coupled with agent desktop CTI integration, compliance controls and real time monitoring and reporting. Configuration work emphasized integration of the Avaya Predictive Dialing System with agent interfaces and operational tooling to drive consistent call handling and agent workflow management.
Integrations during and after the deployment included explicit interoperation with Aspect ACD, Cisco ICM, Edify IVRs and NICE call recording, plus carrier interfaces and professional services for carrier and contract provisions. Operational ownership spanned voice and networks, infrastructure service and service desk functions, with vendor relationship management used to define contract requirements for additional technology support and carrier services.
Governance and operational processes around the Avaya Predictive Dialing System were anchored in incident management, BAU change requests, problem and change management and major version upgrade capacity planning. Technical delivery and technical service management roles were responsible for resourcing project demand, managing contractors for upgrades and ensuring the dialer remained supported as part of the enterprise call centre technology portfolio.
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Co-op | Retail | 65000 | $14.5B | United Kingdom | Avaya | Avaya Predictive Dialing System | Call Center | 2016 | n/a |
In 2016 Co-op deployed the Avaya Predictive Dialing System in its Call Center to standardize outbound contact handling for Co-op Legal Services. The implementation covered the Avaya Predictive Dialing System and associated architecture at Almondsbury, Bristol, providing a centralized platform for outbound dialler campaign execution and capacity planning.
The deployment focused on predictive dialing, campaign contact projects, and agent performance monitoring, with explicit configuration of campaign parameters and contact strategies. The Avaya Predictive Dialing System was used to produce agent specific management information, monitor key call metrics, and support FTE requirements and capacity planning for outbound calling volumes.
Operationally the implementation supported B2B outbound channels and worked closely with the Head of Probate Advisory and the Sales and Marketing team to align dialler strategies with partner requirements. The platform enabled campaign orchestration for outbound lead response and continual review of dialler performance to improve contactability and campaign effectiveness.
Governance was formalized through ownership and a change process around the Avaya Dialler and associated architecture, with responsibility for ensuring regulatory and legal compliance for outbound calling operations. Ongoing duties included planning, management and strategy for CLS outbound dialler campaigns, continual performance reviews, and the production of operational MI to inform campaign adjustments.
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Co-op Legal Services, part of Co-op Group | Professional Services | 461 | $44M | United Kingdom | Avaya | Avaya Predictive Dialing System | Call Center | 2013 | n/a |
In 2013 Co-op Legal Services implemented the Avaya Predictive Dialing System to automate outbound contact workflows in its Call Center and to support legal services contact operations. The Avaya Predictive Dialing System was provisioned as the primary outbound dialing platform for the firm’s contact teams and is described here in the context of enterprise call center operations.
The implementation focused on predictive dialing and campaign management capabilities, including automated call pacing, answer detection, agent blending for outbound and blended campaigns, basic campaign reporting and agent desktop routing. Configuration work emphasized call pacing and abandonment controls, script-driven agent workflows and configurable dial plan parameters consistent with Call Center operational requirements.
Deployment was executed against the organisation’s contact centre estate and scaled into the company’s multi-site footprint, supporting approximately 600 users across four nationwide offices. Operational architecture was managed within Co-op Legal Services infrastructure and instrumented to feed agent workflows and contact center operational queues, maintaining continuity of outbound calling services for business functions that include client outreach and case progression.
Operational governance and ongoing support were run by a small DevOps service team responsible for major incidents, changes, problems and a 24/7 out of hours on-call rota. That team later planned and implemented an AVAYA 1x remote calling solution in March 2020 enabling home working for 98% of CLS call centre staff, negotiated procurement of over £32,000 in additional software licences to maintain capacity, and identified overpayments of more than £60,000 to a third party telephony services supplier and arranged a refund in 2018.
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Retail | 1700 | $746M | United Kingdom | Avaya | Avaya Predictive Dialing System | Call Center | 2021 | n/a |
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