Avaya (NYSE: AVYA), a global leader in solutions to enhance and
simplify communications and collaboration, announced that its Avaya
OneCloud CCaaS solution has been named a 2020 Contact Center
Technology Award winner by CUSTOMER magazine. The award honors a
product or service’s ability to help enterprises and outsourced
contact centers deliver world class customer experiences.
Avaya OneCloud CCaaS (Contact Center as a Service) is powering
organizations’ customer experience centers by providing customer
and workforce engagement solutions to connect and orchestrate all
the touchpoints throughout the customer journey while leveraging
the power of AI, insights, knowledge and resources from across the
organization. This enables users to deliver not only the right
customer experience but also the right employee experience for
those supporting the customer journeys.
“Avaya is turning the contact center into a customer experience
center, where consumers have more rewarding engagements with an
organization and are able to interact using their smart phone,
tablet, or any other devices, interacting across a variety of voice
and digital channels that include web chat, email, text messaging,
social media, and more,” said Simon Harrison, Avaya SVP and Chief
Marketing Officer. “Avaya provides all the features a customer
experience center requires to meet the needs of today’s customers
and employees, using the power and versatility of a true cloud
solution.”
Hydro Ottawa is a critical utility company serving Canada's
capital for over 100 years, and with Avaya OneCloud CCaaS, was able
to respond swiftly when the COVID-19 outbreak suddenly hit. “It was
extremely important that we accounted for our employees’ health and
wellbeing while they worked from home, many who were doing so for
the first time,” said Mark Fernandes, CIO, Hydro Ottawa. “With the
pressure to meet customer expectations and handle a high volume of
difficult calls, the last thing they needed was lagging contact
center capabilities. Avaya was instrumental in this. The move was
so seamless that our customers didn’t even know. With Avaya, we
maintained full visibility and continued to get the business
intelligence we needed to make improvements and the best decisions
for our customers.”
Cincinnati Bell, a U.S. service provider, is implementing a new
Avaya OneCloud CCaaS solution to support nearly 300 agents working
remotely. They required a stable and reliable public cloud solution
that could be deployed quickly and cost effectively. “We were very
siloed, we had disparate systems and solutions for customer touch
points across the organization,” said Christina Neises, Vice
President of Contact Center Operations for Cincinnati Bell, Inc.
“This prohibited us from collecting and understanding,
holistically, our customer interactions. That inconsistency across
channels was resulting in frustrated customers. We looked at other
vendors but made the decision to go the Avaya route because I knew
I was getting a stable, reliable, robust and scalable platform.
With a single platform, we will be able to ensure consistent
reporting, monitoring and management of our customer interactions,
as well as our front-line support personnel.”
Conduit Global is a pioneering business process outsourcing
(BPO) and contact center provider, and with Avaya OneCloud CCaaS,
Conduit Global has helped clients maintain excellent customer
service standards, while simultaneously driving down annual costs
and increasing efficiency. “We’re impressed with the features and
functionalities of Avaya’s integrated multichannel customer contact
solution,” explains Conduit Global’s CEO, Michael Graham. “It is
flexible and easy to use, deploy and manage. The solution meets our
requirements for optimizing live customer contact. With Conduit
Global Managed Services, our corporate customers can outsource
their entire communications infrastructure to us and focus on their
core business while we manage their infrastructure and all the
services while maintaining unparalleled service levels.”
This 15th-annual Contact Center Technology Award, presented by
CUSTOMER Magazine, honors vendors and technologies that have
embraced technology as a key tool for customer service excellence.
This award distinguishes their success as innovators, thought
leaders, and market movers in the contact center and customer care
industries.
Results of the 2020 CUSTOMER Contact Center Technology Award
will be published in CUSTOMER Magazine online and on TMCnet.
Additional Resources
- Watch how to Deliver Effortless CX with an Always-on Contact
Center
- Learn Six Ways to Put Avaya OneCloud CCaaS to Work for Your
Business
- Read how Hydro Ottawa Keeps Customers Energized During Time of
Crisis With Avaya OneCloud™ CCaaS
- In Time of Crisis, see how Cincinnati Bell Keeps Community
Connected, Protects Employees
- Learn how BPO solutions provider Conduit Global uses Avaya
technology to deliver Internet of Things-enabled support service
for Global client
About Avaya
Businesses are built by the experiences they provide, and every
day millions of those experiences are delivered by Avaya Holdings
Corp. (NYSE: AVYA). Avaya is shaping what's next for the future of
work, with innovation and partnerships that deliver game-changing
business benefits. Our cloud communications solutions and
multi-cloud application ecosystem power personalized, intelligent,
and effortless customer and employee experiences to help achieve
strategic ambitions and desired outcomes. Together, we are
committed to help grow your business by delivering Experiences that
Matter. Learn more at www.avaya.com.
About CUSTOMER
Since 1982, CUSTOMER magazine (formerly Customer Interaction
Solutions) has been the voice of the call/contact center, CRM and
teleservices industries. CUSTOMER has helped the industry
germinate, grow, mature and prosper, and has served as the leading
publication in helping these industries that have had such a
positive impact on the world economy to continue to thrive. Through
a combination of outstanding and cutting-edge original editorial,
industry voices, in-depth lab reviews and the recognition of the
innovative leaders in management and technology through our highly
valued awards, CUSTOMER strives to continue to be the publication
that holds the quality bar high for the industry. Please visit
https://www.customerzone360.com/.
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"might," “our vision,” "plan," "potential," "preliminary,"
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based these forward-looking statements on its current expectations,
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these expectations, assumptions, estimates and projections are
reasonable, such forward-looking statements are only predictions
and involve known and unknown risks and uncertainties, many of
which are beyond its control. The factors are discussed in the
Company’s Annual Report on Form 10-K and subsequent quarterly
reports on Form 10-Q filed with the Securities and Exchange
Commission (the “SEC”) available at www.sec.gov, and may cause the
Company’s actual results, performance or achievements to differ
materially from any future results, performance or achievements
expressed or implied by these forward-looking statements. The
Company cautions you that the list of important factors included in
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factors that are important to you. In addition, in light of these
risks and uncertainties, the matters referred to in the
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update or revise any forward-looking statement as a result of new
information, future events or otherwise, except as otherwise
required by law.
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trademarks, and service marks, respectively, of Avaya Inc. All
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Source: Avaya Newsroom
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Alex Alias alalias@avaya.com
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