Avaya Contact Center: Use-Cases, Insights and Reviews | 2026 Cuspera

Avaya's advanced contact center solutions helped GDIT transform its Medicare call center. GDIT reduced calls needing customer service rep help from 10,000 to 6,000-7,000 daily. IVR handle rates jumpe...d from 43% to 87%. The platform improved call management, data analytics, and cost efficiency. GDIT now delivers better service for Medicare patients and reduces agent burnout.
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Avaya Aura helped the New York Mets boost their guest experience at Citi Field. The Mets saw a 400% increase in conference call capacity and a 66% reduction in phone relocation time. Their contact ce...nter now handles 25,000 calls per week with advanced analytics for better staffing and service. Staff gained mobility features and instant messaging for better collaboration. Avaya's unified communications improved productivity and fan satisfaction.
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Avaya Cloud Office helped G-Star RAW move from old phone systems to a cloud-based UCaaS platform. The company unified communications for employees and customers, improving productivity and user satis...faction. G-Star RAW reduced IT workload and saved costs with a flexible monthly subscription. The switch caused almost no business disruption. The IT team now spends less time on hardware and maintenance.
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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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Aflac used Avaya solutions to improve customer and employee experience. The company wanted to reduce stress for customers and staff, make processes easier, and boost employee engagement. Aflac set up... a special team for cancer claims, focused on customer-friendly metrics, and used new technologies like automation and AI. In two years, customer satisfaction rose by 11 points and processing time dropped by 15%. Employee retention for specialized agents increased by 10 points, leading to better service and more loyal customers.
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Avaya delivered a turnkey contact center solution for Dubai Roads and Transport Authority. RTA needed to handle a growing volume of public transport inquiries and improve customer satisfaction. Avaya... implemented a modern, in-house contact center with advanced call routing, self-service, and integration. The project was completed on schedule, with the first call received in just 16 weeks. Customer satisfaction improved by 50 percent, rising from 60% to over 90%.
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