Quality user experience is a priority for Avaya, who have made sure that their contact centre platform is comfortable to operate. The vendor is driven by an ambition to create effortless, memorable experiences that transform the way people and businesses communicate. With the Avaya cloud-based contact centre, you can provide your agents with the tools to have effortless and seamless interactions with your clients.
Using the Avaya OneCloud CCaaS platform, you can deliver an experience across all devices and touchpoints. With easy, self-service options, customers will benefit from a streamlined journey. And with useful tools like proactive outreach, virtual assistants, biometrics, and more, Avaya have created the best experience imaginable. With the latest AI and machine learning capabilities, the Avaya platform delivers superior performance whenever you need it.
Highlights
Backed by 40 years’ experience, Avaya is one of the longest-running partners featured by Techgrants. Their experience with UCaaS and CCaaS solutions is virtually unmatched, and thanks to their vast support network, customers will always receive the best possible experience. Some additional highlights to be aware of can be found listed below.
40 years' +UCaaS experience
UCaaS & CCaaSoffering
99.99 SLA
Vastsupport network
Huge App & IntegrationLibrary
Open APIs
Global Coverage
Flexible Contracting
Voice UKData Residency
Popular Integrations
Despite being around for roughly four decades, Avaya has remained well and truly in touch with modern innovation. The consumer requires seamless integration and expects to be able to combine their favourite applications while enjoying instant synchronisation of data along with automated workflows. With full support for all the popular applications, Avaya has you covered. See below for some of the many applications they support.
Advanced Features
Avaya Contact Centre is a top platform as it offers a range of advanced features and modules that can be utilised by your IT team, such as Analytics and Reporting and Workforce Engagement tools. The table below outlines some of these key features in more detail and also provides insight into which are offered in-house and which are delivered by a third party. The following information has been compiled for your convenience.
In-House
3rd Party
Sold Separately
WorkForce Managment
WFMWorkForce Optimisation
WFOQuality Monitoring
QMChannel
Omni Analytics
Gamification
WFM
WorkForce Managment
WFO
WorkForce Optimisation
QM
Quality Monitoring
Omni
Channel
Analytics
Gamification
In-House
3rd Party
Sold Separately
Key Videos 
Below are some of Avaya key videos, giving you a helpful overview of the platforms features and capabilities. Please click on the expandable sections below to find out more.
Unified Communications
Welcome to Avaya Cloud Office
Avaya Cloud Office Video Whitepaper: Remote Working
Avaya Cloud Office Video Whitepaper: Why Avaya and Ring Central?
Avaya Cloud Office Video Whitepaper: Why Avaya Cloud Office?
Contact Centre
The Avaya Remote Contact Center
Testimonials & Case Studies
Airtel - Kenya
Intelcia - Morocco
Case Study: Niagara College & Avaya
Case Studies
During its 40 years of operation, Avaya has enjoyed many success stories and been involved with many exciting projects. You can read about many of these in their case studies which you’ll find linked here for your convenience.
Key Downloads
If you’re looking for something in particular, you’ll find it below among the various associated downloadable documents we have linked. The resources here will greatly enhance your Avaya Contact Centre experience.
Key Downloads
Upcoming Events
View more >
Key Locations
Many potential Avaya Contact Centre clients are interested in where the company’s primary DC and support centre is located. Take a look at our helpful interactive map; each pin represents a centre location. For contact details, see below or click on any of the pins above.
Primary DC Support Centre
Calgary
Canada
Denver
USA
Guilford
UK
Bucharest
Romania
Sofia
Bulgaria
Platform Accolades
Over the last four decades, Avaya is earned a myriad of fantastic accolades, including ‘Digital.com: 15 Best Call Centre Software of 2020’, ‘CUSTOMER Magazine 2020 Contact Center Technology Award’, and ‘Industry Wired Magazine: World’s Top 10 Best Contact Center Solution Providers’. To see more of Avaya’s many accolades, make sure to cast your eyes downwards.
15 Best Call Center Software of 2020
Digital.com
Best Practices Awards 2020 -Asia-Pacific Inbound Contact Routing Systems Market Leadership Award
Frost and Sullivan
Best Practices Awards 2020 Southeast Asia Contact Center Applications Market Share Leadership Award
Frost and Sullivan
Contact Center Technology Award 2020
CUSTOMER Magazine
World’s Top 10 Best Contact Center Solution Providers
Industry Wired Magazine
Research Globe™ for Intelligent Contact Center, 2020
The Aragon
Contact Center Technology Award 2019
CUSTOMER Magazine
Industry Analysts
Gartner CCaaS 2021
Frost Radar
Forrester Wave CCaaS 2019
