Avaya Contact Center: Use-Cases, Insights and Reviews | 2025 Cuspera

Avaya Experience Portal helped Johns Hopkins Healthcare System (JHHS) improve patient experience. JHHS needed to handle over 11,000 calls on busy days and give patient representatives real-time infor...mation. Avaya integrated its contact center with EPIC EMR, automating patient identification and validation. This led to a 70% match rate for incoming calls and better communication between service reps and practices. Patient satisfaction is now tracked and used for improvements.
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Avaya Infinity Platform helped Aflac improve customer and employee experiences. Aflac wanted to reduce stress for customers and staff, make processes easier, and support employees with better tools. ...They set up a team for first-time cancer claims, focused on customer ease, and used new technology like call journey automation and AI agent assist. In two years, Aflac saw an 11-point rise in Customer Ease and a 15% drop in average handling time. Agent specialist tenure grew by 10 points. Customer satisfaction and loyalty increased.
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Avaya UCaaS and Avaya Contact Center helped Florida State University connect 13,570 employees across 20 branch campuses. FSU needed to support remote work and unify communications for students, IT, a...nd health services. Avaya enabled a fast switch to remote working in just one week. The solution simplified FSU’s complex IT environment and integrated with Microsoft Teams. FSU now supports hybrid work and a Real Time Crime Center with Avaya’s flexible platform.
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Avaya Experience Platform helped Access Bank modernize customer experience and employee engagement. The bank needed to scale for 125 million customers by 2027 and process 13 million daily transaction...s. Avaya's hybrid cloud and on-premises solution unified voice, video, and digital channels. Access Bank improved customer satisfaction, reduced response times, and enhanced security with voice biometrics and conversational AI. Video banking and real-time translation made services more inclusive and efficient.
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Atento used Avaya's cloud and AI solutions to improve customer experience and efficiency. They faced challenges with scalability, standardization, and innovation across 16 countries. Avaya provided a... unified platform with AI, automation, and analytics. Atento achieved 60% call deflection in self-service and a 5% improvement in service quality. The partnership helped Atento deliver more personalized interactions and reduce costs.
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Avaya Experience Platform helped Konecta upgrade its customer experience infrastructure. Konecta needed automation, high availability, and advanced customer interaction tools across many regions. Ava...ya let Konecta mix private cloud, on-premises, and public cloud for flexibility and security. Clients now use 10% to 20% non-voice channels like IVR and chatbots. System uptime improved from 99.5% to 99.97%. Konecta can now test and deliver AI innovations for its clients.
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