List of Avaya Proactive Contact Customers
Avaya
350 Mt. Kemble Avenue,
Morristown, 7960, NJ,
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 Proactive Contact 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 Proactive Contact 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 Proactive Contact for Call Center include: Otto Group, a Germany based Retail organisation with 41186 employees and revenues of $117.63 billion, Capita, a United Kingdom based Professional Services organisation with 34500 employees and revenues of $3.13 billion, Yorkshire Building Society, a United Kingdom based Banking and Financial Services organisation with 3300 employees and revenues of $1.34 billion, NewDay, a United Kingdom based Banking and Financial Services organisation with 1200 employees and revenues of $350.0 million, Kura, a United Kingdom based Professional Services organisation with 2318 employees and revenues of $100.0 million and many others.
Contact us if you need a completed and verified list of companies using Avaya Proactive Contact, 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 Proactive Contact 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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Arvato Supply Chain Solutions Ireland | Banking and Financial Services | 350 | $50M | Ireland | Avaya | Avaya Proactive Contact | Call Center | 2012 | n/a |
In 2012 Arvato Supply Chain Solutions Ireland deployed Avaya Proactive Contact to support outbound customer engagement within its Call Center operations. The work targeted campaign driven outbound dialing and centralized campaign administration to support financial services business support teams.
Avaya Proactive Contact was configured to manage campaign lifecycle functions including campaign setup and scheduling, dialing strategy and list management, contact scripting and real time reporting, reflecting standard Call Center outbound automation capabilities. The implementation signal is supported by a Business Support role at Arvato Financial Solutions that managed the full process of Avaya dialler campaigns from 2009 to 2012.
Operational coverage focused on business support for financial services customer interactions, with governance oriented around single point ownership of campaign configuration, execution and quality monitoring workflows. The Avaya Proactive Contact deployment supported campaign operators and supervisors in the Call Center business function and standardized campaign orchestration across the teams involved.
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Capita | Professional Services | 34500 | $3.1B | United Kingdom | Avaya | Avaya Proactive Contact | Call Center | 2014 | n/a |
In 2014, Capita implemented Avaya Proactive Contact in a Call Center environment to standardize outbound contact and escalation workflows. The deployment targeted Capita’s customer service and escalation functions in the United Kingdom and was positioned to support contact center campaign orchestration and agent queueing across enterprise operations.
Avaya Proactive Contact was configured with dialer capabilities including predictive and preview dialing, campaign scheduling, list management, and queue-to-agent delivery, and the implementation included integration points with Avaya Communication Manager versions 3.x through 6.x. The implementation work referenced Avaya Aura AACC installation and Voice Portal administration, and standard contact center functional terminology such as CTI, agent wrap-up, and dialer reporting was used to describe operational configuration.
The program connected Avaya Proactive Contact to ancillary systems and appliances that were part of Capita’s voice stack, specifically Avaya AES for application enablement, Voice Portal for IVR interactions, ACR for call recording, and Verint for workforce and quality integration, alongside server and gateway hardware installations and troubleshooting. Operational support responsibilities were handled at Tier 3 escalation level, including alarm and status monitoring, GP trouble ticket resolution, and voice network engineering tasks that maintained dialer availability and call routing fidelity.
Governance and process controls emphasized SLA management, formal escalation channels to Avaya, adherence to Scope of Works and project deadlines, and cross-skilling of engineers on the Avaya platform to sustain ongoing operations. The narrative reflects a technically focused Call Center deployment where Avaya Proactive Contact served as the central outbound engine integrated with Avaya Communications infrastructure and quality monitoring systems.
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Kura | Professional Services | 2318 | $100M | United Kingdom | Avaya | Avaya Proactive Contact | Call Center | 2006 | n/a |
In 2006, Kura implemented Avaya Proactive Contact to support its Call Center operations. Avaya Proactive Contact was deployed as part of a broader Avaya telephony estate that included four Avaya S8700 Definity switches running CM3.1 and 6.0, Avaya AES servers, and Avaya Aura components such as Aura 6.1 CMs and PC5.1, providing a centralized call handling and campaign orchestration layer for outbound and complex IVR workflows.
The implementation used Avaya Proactive Contact 5.1 for outbound dialing and campaign management and provided escalation support as part of operational runbooks. Complementary modules and administration tools in the environment included Avaya Intuity Audix for voice messaging, CentreVu Supervisor 16.1 for supervisory administration and custom reporting, Avaya Voice Portal for IVR delivery, and Avaya VoIP monitoring for infrastructure visibility, all of which were managed by Kura’s network and telecommunications team.
Kura integrated Avaya Proactive Contact with a range of voice platform and recording systems that supported operational billing and compliance. Integrations called out in the environment included Nice Perform call recording, Totalview, BTS call logger used with the dialler to assign costs to clients, Magnetic North Maximise Dialler and PBX for cloud migration of outbound customers, Magnetic North Optimise for call recording, and on-site integrations such as SKY TV’s Genesys system. Network and device administration tied into Cisco routers, switches and firewalls and mobile device management including Blackberry Enterprise Server.
Operational governance centered on a senior network and telecommunications manager who led a small team of network and infrastructure analysts, administered the Avaya estate, provided escalation and developer support, and drove technical solution design for clients. The team executed platform upgrades, notably from G3R to S8700, designed and hosted customer IVRs on suppliers’ portals such as Thus CCSC and Kube Networks Portal, and supported rapid operational rollouts including a complex IVR deployed on Avaya that was operational within two hours for an emergency helpline.
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NewDay | Banking and Financial Services | 1200 | $350M | United Kingdom | Avaya | Avaya Proactive Contact | Call Center | 2016 | n/a |
In 2016 NewDay implemented Avaya Proactive Contact to support Call Center operations across its two primary UK sites, deploying the solution as part of a broader Avaya Aura voice platform roll‑out. The implementation delivered Avaya components including Communication Manager v.7 and CMS v.18 alongside the Avaya Proactive Contact application, targeting contact handling for customer service, collections, new accounts and card activation functions at a +500 seat back office in London and a +1000 seat contact centre in Leeds.
The deployment configured Avaya Proactive Contact Dialler 5.1 and AAEP IVR applications to orchestrate inbound and outbound voice channels, and implemented CTI technology for screenpop and call routing. Call recording was integrated using Verint v.15.1, and the programme included functional configuration for contact list management, dialling rules, campaign controls, and IVR self‑service flows to support collections and customer servicing workflows.
Technical integration work included REST and SOAP web service integration and CTI interface application development to connect Avaya AES and the contact centre middleware with NewDay operational systems. The project required engineered interfaces to back office banking and card processing systems to enable authenticated IVR servicing and automated outbound messaging for account related workflows.
Project governance emphasized supplier selection and supplier management, enterprise test management and phased go‑live releases with detailed roadmaps and milestone reporting. Activities covered end‑to‑end, functional and non‑functional testing, user acceptance testing and live proving, along with risk identification and tracking, and cost control and budget management across technical areas up to £5 million.
Operational readiness work focused on embedding the Avaya Proactive Contact platform into contact centre operations, aligning workflows across customer service, collections and new accounts, and establishing control processes for campaign governance and change management. The programme delivered the AVAYA Proactive Contact implementation with supplier onboarding, extensive UAT and stakeholder governance to operationalize new communications technology into business use.
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Otto Group | Retail | 41186 | $117.6B | Germany | Avaya | Avaya Proactive Contact | Call Center | 2016 | n/a |
In 2016, Otto Group deployed Avaya Proactive Contact integrated with Syntelate as part of its Call Center environment. The implementation was completed in just over two weeks and included installation work, explicit connection to Avaya Proactive Contact, training of the Syntelate administration team, and creation of initial outbound campaigns to bring the platform into live operation.
The deployment focused on outbound campaign management capabilities and adviser desktop guidance, with Syntelate configured to create, archive, and rapidly re-use campaign templates. Advisers received on-screen guidance and direct data entry screens that supported survey workflows and eliminated the need for printed materials and lengthy staff briefings, while archived Syntelate campaigns were scripted so they could be rolled out in as little as 30 minutes by editing prior campaigns.
Integrations centered on the connection between Syntelate and Avaya Proactive Contact, and the solution was provisioned to surface comprehensive customer account information on adviser screens, including delivery status of orders. Operational scope concentrated on contact center advisers and campaign operations, and evidence from the rollout shows after call work time reduced from up to 2 minutes to an average of 2 seconds, enabling advisers to handle a higher volume of calls and prompting the doubling of Syntelate agent licenses within three months of go-live.
Governance and process changes included administrator training, the establishment of a campaign archive and reuse process, and faster access to campaign and adviser performance information for operational managers. The implementation therefore centralized outbound campaign orchestration within Otto Groups Call Center tooling, with Avaya Proactive Contact and Syntelate operating as integrated components of the outbound dialing and adviser guidance stack.
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Banking and Financial Services | 3300 | $1.3B | United Kingdom | Avaya | Avaya Proactive Contact | Call Center | 2018 | n/a |
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FAQ - APPS RUN THE WORLD Avaya Proactive Contact Coverage
Avaya Proactive Contact is a Call Center solution from Avaya.
Companies worldwide use Avaya Proactive Contact, from small firms to large enterprises across 21+ industries.
Organizations such as Otto Group, Capita, Yorkshire Building Society, NewDay and Kura are recorded users of
Avaya Proactive Contact for Call Center.
Companies using Avaya Proactive Contact are most concentrated in Retail, Professional Services and Banking and Financial Services, with adoption spanning over 21 industries.
Companies using Avaya Proactive Contact are most concentrated in Germany and United Kingdom, with adoption tracked across 195 countries worldwide. This global distribution highlights the popularity of Avaya Proactive Contact across Americas, EMEA, and APAC.
Companies using Avaya Proactive Contact range from small businesses with 0-100 employees - 0%, to mid-sized firms with 101-1,000 employees - 16.67%, large organizations with 1,001-10,000 employees - 50%, and global enterprises with 10,000+ employees - 33.33%.
Customers of Avaya Proactive Contact 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 Proactive Contact customer database with detailed Firmographics such as industry, geography, revenue, and employee breakdowns as well as key decision makers in charge of Call Center.