Avaya Listens
Taking action from your feedback
Avaya’s Voice of the Customer Program is your chance to create the change you want to see.
Avaya encourages open feedback and dialogue from customers and partners. These findings help us to understand the needs of customers and partners and incorporate them into improvement processes. Our goal is to adapt and adopt new ideas at your direction. We know that you are on the front lines of customer service, and you know your needs and your customer needs best. With Voice of the Customer Program, you’re helping bring the customer and partner experience to the next level.
Voice of the Customer Program goals
At Avaya, we realize that innovation requires insight. The Voice of the Customer Program is designed to provide a dialogue where we learn from you in order to provide you a seamless experience.
Continual improvement
In a closed-loop-process we continuously collect your feedback, listen, analyze and learn about your needs and incorporate these insights into product and process improvements.
Cultivating trust
Our consistent execution drives your satisfaction. The more satisfied you are, the greater your trust in the Avaya Brand and in our joint Business Relationship.
Transparent communication
You can rely on an open, honest and transparent communication of the findings to corporate Avaya leadership and stakeholders.
Delivering exceptional experiences for you and your customers
Your voice matters. If you let us know where we can improve—we can create the experiences that matter.
What we've heard
With a strong legacy in telecom, the Avaya brand is recognized for its deep expertise and enduring presence in the industry, proudly serving customers for over 20 years.
Close capability gaps and enhance your customer experience without disrupting your existing systems. Avaya Experience Platform empowers you to innovate with precision, delivering superior customer engagement while maintaining operational consistency.
Known for product stability and reliability, Avaya has built a strong reputation for delivering robust, dependable on-premises solutions that consistently meet high-performance standards.
What we've heard
Avaya Business Partners are generally able to quote most of their renewals independently, with many either receiving training or relying on their distributor to create the quotes for them. To support this, Commercial Tools deployment leaders offer monthly training sessions to cover any updates or changes. Additionally, one-on-one training sessions are available upon request to ensure partners are fully equipped with the knowledge and resources they need.
While quotes may sometimes take a little longer than anticipated, the outstanding job aids and comprehensive training ensure that Avaya partners quickly become true experts, delivering exceptional results every time.
What we’re doing
Avaya’s Voice of the Customer Program is more than just a feedback form—it is an ongoing dialogue between you and Avaya.
We’re making changes based on your feedback to support your customer and employee experiences and foster your business growth.
The insight
Channel Partner feedback showed that the timing of the Partner Edge Program Launch at the start of Avaya’s fiscal year was not ideal. This is important because Partners were telling us that our programs didn’t align to their operating models and business priorities, inhibiting their success.
The action
The Edge Team moved to an improved and more agile program model whereby new incentive programs and key program changes can be rolled in and out to align more closely to the overall business objectives.
The results
Avaya has now increased flexibility and responsiveness to market objectives throughout the year. For partners, disruption to business practice is minimized in the fiscal year.
Contact Avaya VOC
If you have feedback to share, please use the template below and let us know your thoughts. Every response will be reviewed by the Avaya Voice of the Customer (VOC) Team.