Avaya Unified Communications Overview

Avaya offers a stable communication core and advanced collaboration tools. Integrations ensure the existing tech stack remains intact.

Use Cases

Customers recommend Collaboration, Communication Management, Measuring Customer Satisfaction, as the business use cases that they have been most satisfied with while using Avaya Unified Communications.

Other use cases:

  • Workflow Management
  • Engagement Management
  • Customise Loyalty Program
  • Contract Management
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Business Priorities

Enhance Customer Relationships and Enter New Markets Internationally Or Locally are the most popular business priorities that customers and associates have achieved using Avaya Unified Communications.

Other priorities:

  • Improve Internal Communications
  • Improve Brand Engagement
  • Scale Best Practices
  • Build Brand Awareness
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Avaya Unified Communications Use-Cases and Business Priorities: Customer Satisfaction Data

Avaya Unified Communications works with different mediums / channels such as Video. and Phone Calls.

Reviews

"...Avaya Collaboration allows teams to work when and in the context they want over any channel or device, and provide a platform where team communications are managed through one cloud app...." Peer review

Peer review evidence (same sources as the product rating summary)

"...Avaya's Unfiied Communications Platform, Intelligent Xperiences Workplace, is designed to give employees a single app for calling, messaging, meetings, and team collaboration...." Peer review
"...Avaya Collaboration allows teams to work when and in the context they want over any channel or device, and provide a platform where team communications are managed through one cloud app...." Peer review
"Avaya helped Superior Propane modernize its contact center with cloud and AI solutions. The company faced challenges with slow on-premises systems, unused licenses, and lack of data insights. Avaya delivered a flexible platform, real-time reporting, and custom IVR integration. Superior Propane reduced average handle time by 30 seconds per call and can now handle 150 more customer inquiries daily. The solution supports a permanent hybrid work model and allows flexible user subscriptions during peak seasons." https://www.avaya.com/en/success-stories/superior-propane/

Avaya Unified Communications Customer wins, Customer success stories, Case studies

What Are the key features of Avaya Unified Communications for Collaboration?

11 buyers and buying teams have used Cuspera to assess how well Avaya Unified Communications solved their business needs. Cuspera uses 102 insights from these buyers along with peer reviews, customer case studies, testimonials, expert blogs and vendor provided installation data to help you assess the fit for your specific business needs.

 

Damart UK - Retail - Medium

Bingley, UK

Avaya helped Damart UK modernize its contact center for 3.3 million calls per year. The new omnichannel solution reduced call times by 30 seconds with card number tokenization. Damart improved custom...er experience and agent efficiency. PCI DSS compliance increased customer trust in phone payments. The platform supports both traditional and digital order channels, preparing Damart for future growth.

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Grupo Roelsa - Retail - Small

San José, Costa Rica

Avaya Experience Platform helped Grupo Roelsa connect operations across four countries. The company integrated all customer service channels into one cloud-based platform. Operational efficiency and ...customer service quality improved by 95%. Agent effectiveness and customer satisfaction rose by 99%. Grupo Roelsa now delivers faster, more reliable support for retail and fast food clients.

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Florida State University - Education - Very Large

Tallahassee, USA

Florida State University used Avaya to unify communications across 20 branch campuses. Avaya enabled 13,750 employees to switch to remote work in just one week. The solution integrates with Microsoft... Teams and supports both softphones and on-premises phones. FSU now has a self-service portal for voicemail and call forwarding, freeing up IT resources. The Real-Time Crime Center at FSU also benefits from Avaya's flexible communications platform.

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VdK Baden-Württemberg - Non Profit Organization Management - Medium

Stuttgart, Germany

Avaya Cloud Office helped VdK Baden-Württemberg keep phone consultations running during the pandemic. Staff could work from home and still support over 250,000 members. The UCaaS solution made it eas...y to switch to remote work and keep all 35 offices connected. Employees did not need long training to use the new system. The solution improved work-life balance and set the stage for more digital collaboration in the future.

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Access Bank - Financial Services - Very Large

Lagos, Nigeria

Access Bank used Avaya technology to modernize customer and employee experiences. The bank reduced voice response time from nearly 3 minutes to 30 seconds. Email response time dropped from 144 hours ...to under 7 hours. First call resolution improved to 74%. Access Bank integrated voice biometrics, conversational AI, and video banking for secure, inclusive service. The hybrid cloud system helped scale operations and improve customer satisfaction scores.

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Transcom - Professional Services - Very Large

Stockholm, Sweden

Transcom used Avaya contact center solutions to centralize 10,000 seats across 40+ locations. The company faced fragmented infrastructure and outdated systems. Centralizing with Avaya improved flexib...ility, reduced operational costs, and enabled faster innovation. Transcom now supports omnichannel engagement, including chat and email, for clients in 16 European countries. The new system allows easy scaling and streamlined onboarding of new locations.

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lightning

Peers used Avaya Unified Communications for collaboration and communication management

Avaya Unified Communications Features

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FEATURE RATINGS AND REVIEWS
AI Powered

4.21/5 ★

Read Reviews (4)
Custom Reports

4.10/5 ★

Read Reviews (6)
Analytics

3.91/5 ★

Read Reviews (7)
CAPABILITIES RATINGS AND REVIEWS
AI Powered

4.21/5 ★

Read Reviews (4)
Custom Reports

4.10/5 ★

Read Reviews (6)
Analytics

3.91/5 ★

Read Reviews (7)

Software Failure Risk Guidance

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for Avaya Unified Communications

Top Failure Risks for Avaya Unified Communications

Avaya LLC News

Partnership

Avaya Infinity Pairs with avatarin Robots to Create Customer Experiences that Unite Agentic AI, Physical AI and Humans Across Channels

Avaya Infinity collaborates with avatarin Robots to enhance customer experiences by integrating agentic AI, physical AI, and human interactions across multiple channels.

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Product

Avaya Unveils the Zero-Downtime Nexus Communications Platform

Avaya has launched the Nexus Communications Platform, designed for zero-downtime in critical sectors like public safety and healthcare. This cloud-native platform integrates with existing hardware and supports Azure and Google Cloud, offering high-fidelity voice clarity and AI tools. It aims to modernize communications without costly infrastructure overhauls, ensuring security and compliance.

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Product

Avaya finds louder voice for mission-critical comms platform

Avaya has launched Nexus, a mission-critical voice platform designed for regulated industries like healthcare and public safety. Nexus offers high reliability, security, and integration with existing systems, supporting both cloud and on-premise environments. It aims to enhance AI-driven workflows and ensure zero downtime for critical communications.

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Product

Avaya Nexus a mission-critical voice platform for highly regulated ...

Avaya introduces Avaya Nexus, a voice platform tailored for high-security sectors like healthcare and finance. It offers robust security, high-fidelity voice, and cloud-native flexibility, addressing reliability and compliance needs. Avaya Nexus integrates with existing systems, supporting AI-driven features for enhanced communication.

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Avaya LLC Profile

Company Name

Avaya LLC

Company Website

https://www.avaya.com/en/

HQ Location

2605 Meridian Parkway Suite 200 Durham, North Carolina 27713, USA

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