List of Avaya Voice Portal Customers
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Since 2010, our global team of researchers has been studying Avaya Voice Portal 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 Voice Portal 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 Voice Portal for Call Center include: Barclays, a United Kingdom based Banking and Financial Services organisation with 93000 employees and revenues of $34.86 billion, PNC Bank, a United States based Banking and Financial Services organisation with 53859 employees and revenues of $20.81 billion, Mutua Madrilena, a Spain based Insurance organisation with 12000 employees and revenues of $7.90 billion, University of Phoenix, a United States based Education organisation with 11320 employees and revenues of $3.00 billion, Xerox UK, a United Kingdom based Professional Services organisation with 3500 employees and revenues of $1.61 billion and many others.
Contact us if you need a completed and verified list of companies using Avaya Voice Portal, 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 CRM software purchases.
The Avaya Voice Portal 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 CRM 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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Barclays | Banking and Financial Services | 93000 | $34.9B | United Kingdom | Avaya | Avaya Voice Portal | Call Center | 2014 | n/a |
In 2014 Barclays implemented Avaya Voice Portal within its Call Center technology stack to support enterprise contact center voice services. The deployment was managed by the 3rd Line Voice Support Team and covers the Barclays contact centre voice estate that supports more than 20,000 agents, spanning on-premises Avaya systems and AWS Connect cloud contact centre instances, with close operational coupling to Networks and Firewall teams.
Avaya Voice Portal was operated alongside a broad set of Avaya components including Avaya Communication Manager release 5 and 6, Avaya Experience Portal, Avaya Application Enablement Services, Avaya Call Management System, Avaya Modular Messaging, and Avaya One Touch Video. The implementation included device onboarding under an Avaya Advanced Operational Service contract and emphasized voice network quality monitoring as a core functional capability, using SolarWinds modules such as NPM, SAM, and VNQM to instrument call quality telemetry.
Integrations explicitly included AWS Connect for cloud agent routing, SolarWinds Voice Network Quality Monitor integrated into a dual SQL server and dual application server monitoring architecture, Nuance Speech Recognition and Nuance Voice Biometrics versions 9 and 10 for customer authentication, and Fortigate and Juniper firewalls for network security. Operational tooling and deployment workflows referenced CloudWatch, Lambda, and Jenkins pipeline practices for cloud observability and deployment orchestration.
Governance and operational ownership centered on a named VOIP monitoring subject matter expert within the 3rd Line Voice Support Team who designed and built the SolarWinds strategic monitoring solution and acted as SME for both SolarWinds and Nuance biometric components. The rollout established centralized voice quality monitoring across the Avaya Voice Portal estate, resulting in the entire Barclays Avaya voice platform being monitored for voice quality and creating a formalized monitoring and support locus within the voice operations function.
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Language Line Services | Professional Services | 10000 | $1.0B | United States | Avaya | Avaya Voice Portal | Call Center | 2009 | n/a |
In 2009 Language Line Services implemented Avaya Voice Portal to support Call Center customer service and contact center workflows. The deployment targeted inbound and outbound call management, enabling language routing and automated self-service for multilingual callers.
Avaya Voice Portal was configured with custom call flows that use automatic speech recognition to perform language lookup and accept dial pad options for language selection. A text to speech engine was created to generate prompt files and produce custom greetings for each bespoke setup, embedding TTS prompts into the call flow logic and announcement sequences.
The implementation was hosted on a clustered telephony and application stack, overseeing WebSphere 7.x application servers, WebSphere 5.x voice servers, Avaya AES adjunct servers, and Avaya MPP Servers, all running on Linux Servers. Session control and call routing were orchestrated across the Avaya Voice Portal and the adjunct Avaya components, with application servers providing business logic and prompt generation services.
Operational responsibility covered contact center operations and telephony engineering, with ongoing oversight of the clustered environment, prompt lifecycle management, and call flow configuration processes. Governance emphasized configuration control for custom setups and maintaining the integrated WebSphere and Avaya adjunct server estate to support multilingual customer service.
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Mutua Madrilena | Insurance | 12000 | $7.9B | Spain | Avaya | Avaya Voice Portal | Call Center | 2015 | n/a |
In 2015, Mutua Madrileña implemented Avaya Voice Portal as a Call Center solution to support its customer service and contact center operations. The deployment positioned Avaya Voice Portal as the enterprise voice self-service layer for inbound call handling and interactive voice response workflows.
The Avaya Voice Portal implementation incorporated core Call Center capabilities including IVR script orchestration, speech recognition, DTMF fallback handling, automated call routing, session management, and centralized call flow configuration. Configuration focused on voice self-service pathways and routing to live agents when required, with runtime monitoring and logging for operational visibility.
Integration work centered on connecting Avaya Voice Portal to Mutua Madrileña's telephony infrastructure and contact routing environment, enabling seamless handoffs between automated voice services and agent queues. Governance emphasized IVR script version control, change management for call flows, and operational ownership by the contact center technology team to maintain voice application logic and updates.
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Banking and Financial Services | 490 | $23M | United Kingdom | Avaya | Avaya Voice Portal | Call Center | 2016 | n/a |
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Banking and Financial Services | 53859 | $20.8B | United States | Avaya | Avaya Voice Portal | Call Center | 2010 | n/a |
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Education | 11320 | $3.0B | United States | Avaya | Avaya Voice Portal | Call Center | 2010 | n/a |
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Professional Services | 3500 | $1.6B | United Kingdom | Avaya | Avaya Voice Portal | Call Center | 2015 | n/a |
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Buyer Intent: Companies Evaluating Avaya Voice Portal
- Sapient Corporation, a United States based Professional Services organization with 11945 Employees
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