Avaya Contact Center as a Service (CCaaS)

Avaya is a prominent American multinational technology company with its headquarters located in Morristown, New Jersey. The company specializes in providing cloud communications and workstream collaboration services. It has a vast platform that includes unified communications and contact center services, catering to a wide range of clients. Throughout its history, Avaya has undergone several transformations, including being spun off from Lucent Technologies in 2000, undergoing Chapter 11 bankruptcy protection processes, and evolving its offerings to meet the digital transformation needs of businesses worldwide. With a global presence in around 190 countries and services utilized by over 90% of the Fortune 100 companies, Avaya plays a crucial role in facilitating enterprise communication and collaboration across various industries.

Avaya's portfolio is rich and diverse, addressing the needs of businesses of all sizes for superior communication solutions. It offers a range of products and services designed to enhance the way businesses communicate and collaborate. These include unified communications, real-time video collaboration, contact center solutions, networking, and related services. Avaya is innovative in leveraging cloud technology through its offerings like Avaya Cloud Office, Avaya Spaces, and unified communications as a service (UCaaS) solutions, which provide flexibility and scalability for businesses transitioning to cloud infrastructure. Avaya's contact center solutions are particularly well known, offering businesses the ability to manage calls efficiently, improve customer service, and remain competitive with scalable communications-centric solutions.

Some of the key features of Avaya.com's contact center software, the Avaya OneCloud IX Contact Center, include:

Workspaces: This feature provides agents with access to crucial customer details from multiple sources in a single view, allowing them to offer more efficient service by quickly accessing relevant information like contact details, purchase history, and current interactions.

Workforce Optimization and Performance Management: Supervisors can monitor agents' performance in real-time, provide coaching during calls (with or without customer awareness), and record screen interactions.

Reporting and Analytics: The software offers both real-time and historical dashboards and reporting tools. It includes robust speech analytics features like agent and caller verification, multitouch call transcriptions, listening comprehension scoring, and automated quality assurance scoring.

Implementation/Integration: Avaya provides professional services for design, implementation, data migration, and customization based on clients' unique needs. They offer training options for administrators, developers, and end-users through online and in-classroom courses.

Customer Service & Support: The platform offers a support portal with a knowledge base, community forums, ticket system, live chat, phone, email support options, and optional advanced support packages.

Avaya.com's contact center software offers two pricing plans: the Basic plan, priced at $109 per user per month, and the Advanced plan, priced at $129 per user per month. Additionally, Avaya offers three payment options for call minutes: toll minutes per agent (one cent per minute per agent), toll-free minutes per agent (two cents per minute per agent), and unlimited toll minutes ($70 per month). The platform provides features like Workspaces for agents to access customer details efficiently, workforce optimization tools for performance management, and robust reporting and analytics capabilities.

Some of the customers or users of Avaya.com's software or services include:

1. **Walmart Mexico**: Engages with Avaya for their telecommunications solutions.

2. **BanregioGrupoLomas**: They operate the Hotel Nickelodeon and utilize Avaya's services.

3. **Grupo Estrella Blanca**: As the country's leading bus transportation company, they have entrusted Avaya with their communication needs.

4. **ConvergeOne**: Mentioned as a partner, ConvergeOne collaborates with Avaya, appreciating their innovation without disruption approach. They focus on adding digital channels in the cloud on top of existing contact center infrastructure without needing a complete system overhaul.

5. **CSG Global Consulting**: Identified as a partner taking a favorable view of Avaya’s approach to meeting customers where they are, allowing customers to choose their path to adopting cloud or hybrid solutions.

6. **Alvaria**: Collaborates with Avaya to expand Avaya's outbound capabilities, emphasizing proactive customer outreach experiences. This partnership is built on Avaya's existing platforms.