Avaya OneCloud - Contact Center Software: Use Cases, Capabilities & Competitors

Avaya Infinity partners with avatarin Inc. to enhance customer experiences by integrating AI-powered social robots with Avaya's communication platform. Avatarin leverages Avaya's technology to modern...ize its ecosystem, ensuring seamless interaction across digital and physical environments. This collaboration supports avatarin's goal of creating 'One Intelligenceâ„¢,' combining AI and human expertise for improved customer service.
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Avaya OneCloud helped DIRECTV update its communications system in 2020. The project supported 6 million calls per month, 1300 IVR channels, and 2500 remote agents. DIRECTV achieved 99.95% communicati...on availability and a smooth, incident-free upgrade. The new SolaaS contract lets DIRECTV scale capacity for high-demand events. DIRECTV plans to add omnichannel support for better customer care.
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Konecta used Avaya Experience Platform to upgrade its customer experience infrastructure. The company integrated private cloud, on-premise, and public cloud solutions for flexibility and compliance. ...Automation and self-service now handle 10–20% of client operations, including IVR, RPA, and chatbots. Platform availability improved from 99.5% to 99.97%, reducing downtime across 26 countries. AI projects drive efficiency and better service for Konecta’s global clients.
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Atento used Avaya to merge and migrate its data centers across Puerto Rico, Guatemala, and Miami. After a hurricane, Atento needed to reduce risk and ensure business continuity for key clients. Avaya... provided a private cloud solution and a flexible, pay-per-agent model. This helped Atento centralize operations, simplify management, and improve service levels. Project management and technical support from Avaya enabled smooth transitions with minimal disruption.
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Avaya helped Albuquerque Public Schools meet strict safety laws and improve parent communication. The district needed to comply with the RAY BAUM law for accurate 911 location data. Avaya's 911inform... and Experience Platform let APS send emergency help faster and manage calls from anywhere. The new system made it easier for parents to reach the right staff. APS can now add more agents during busy times and use digital channels. The district plans to add chat and virtual agents for even better service.
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Valrhona used Avaya IP Office and Contact Center Select to upgrade its customer service. The company needed to connect its phone system with Salesforce CRM for faster, more personal support. Avaya's ...solution included a custom CTI connector and multi-language features. Valrhona improved workflow, agent productivity, and customer satisfaction. The new system also brought cost savings and better call management.
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