Santa Clara, Calif. – August 24, 2020 – Avaya (NYSE: AVYA), a global leader in solutions to enhance and simplify communications and collaboration, announced that its Avaya OneCloud CCaaS solution has been named a 2020 Contact Center Technology Award winner by CUSTOMER magazine. The award honors a product or service’s ability to help enterprises and outsourced contact centers deliver world class customer experiences.
Avaya OneCloud CCaaS (Contact Center as a Service) is powering organizations’ customer experience centers by providing customer and workforce engagement solutions to connect and orchestrate all the touchpoints throughout the customer journey while leveraging the power of AI, insights, knowledge and resources from across the organization. This enables users to deliver not only the right customer experience but also the right employee experience for those supporting the customer journeys.
“Avaya is turning the contact center into a customer experience center, where consumers have more rewarding engagements with an organization and are able to interact using their smart phone, tablet, or any other devices, interacting across a variety of voice and digital channels that include web chat, email, text messaging, social media, and more,” said Simon Harrison, Avaya SVP and Chief Marketing Officer. “Avaya provides all the features a customer experience center requires to meet the needs of today’s customers and employees, using the power and versatility of a true cloud solution.”
Hydro Ottawa is a critical utility company serving Canada's capital for over 100 years, and with Avaya OneCloud CCaaS, was able to respond swiftly when the COVID-19 outbreak suddenly hit. “It was extremely important that we accounted for our employees’ health and wellbeing while they worked from home, many who were doing so for the first time,” said Mark Fernandes, CIO, Hydro Ottawa. “With the pressure to meet customer expectations and handle a high volume of difficult calls, the last thing they needed was lagging contact center capabilities. Avaya was instrumental in this. The move was so seamless that our customers didn’t even know. With Avaya, we maintained full visibility and continued to get the business intelligence we needed to make improvements and the best decisions for our customers.”
Cincinnati Bell, a U.S. service provider, is implementing a new Avaya OneCloud CCaaS solution to support nearly 300 agents working remotely. They required a stable and reliable public cloud solution that could be deployed quickly and cost effectively. “We were very siloed, we had disparate systems and solutions for customer touch points across the organization,” said Christina Neises, Vice President of Contact Center Operations for Cincinnati Bell, Inc. “This prohibited us from collecting and understanding, holistically, our customer interactions. That inconsistency across channels was resulting in frustrated customers. We looked at other vendors but made the decision to go the Avaya route because I knew I was getting a stable, reliable, robust and scalable platform. With a single platform, we will be able to ensure consistent reporting, monitoring and management of our customer interactions, as well as our front-line support personnel.”
Conduit Global is a pioneering business process outsourcing (BPO) and contact center provider, and with Avaya OneCloud CCaaS, Conduit Global has helped clients maintain excellent customer service standards, while simultaneously driving down annual costs and increasing efficiency. “We’re impressed with the features and functionalities of Avaya’s integrated multichannel customer contact solution,” explains Conduit Global’s CEO, Michael Graham. “It is flexible and easy to use, deploy and manage. The solution meets our requirements for optimizing live customer contact. With Conduit Global Managed Services, our corporate customers can outsource their entire communications infrastructure to us and focus on their core business while we manage their infrastructure and all the services while maintaining unparalleled service levels.”
This 15th-annual Contact Center Technology Award, presented by CUSTOMER Magazine, honors vendors and technologies that have embraced technology as a key tool for customer service excellence. This award distinguishes their success as innovators, thought leaders, and market movers in the contact center and customer care industries.
Results of the 2020 CUSTOMER Contact Center Technology Award will be published in CUSTOMER Magazine online and on TMCnet.
Additional Resources
- Watch how to Deliver Effortless CX with an Always-on Contact Center
- Read how Hydro Ottawa Keeps Customers Energized During Time of Crisis With Avaya OneCloud™ CCaaS
- In Time of Crisis, see how Cincinnati Bell Keeps Community Connected, Protects Employees
- Learn how BPO solutions provider Conduit Global uses Avaya technology to deliver Internet of Things-enabled support service for Global client
About CUSTOMER
Since 1982, CUSTOMER magazine (formerly Customer Interaction Solutions) has been the voice of the call/contact center, CRM and teleservices industries. CUSTOMER has helped the industry germinate, grow, mature and prosper, and has served as the leading publication in helping these industries that have had such a positive impact on the world economy to continue to thrive. Through a combination of outstanding and cutting-edge original editorial, industry voices, in-depth lab reviews and the recognition of the innovative leaders in management and technology through our highly valued awards, CUSTOMER strives to continue to be the publication that holds the quality bar high for the industry. Please visit https://www.customerzone360.com/.
