This year, we transformed our product portfolio to focus on a dual platform approach – one focused on CX and the contact center and the other on communication and collaboration – that empowers customers to innovate in any deployment at any pace.
Avaya Experience Platform™ (AXP) enables our customers to be deployed on-premises or via the cloud, while Avaya Communication and Collaboration suite now houses our legacy on-premises and cloud offerings alongside our collaboration partnerships with RingCentral, Microsoft Teams, and Zoom Workplace.
Avaya introduced two new AXP solution bundles that combine the flexibility of AXP On-Prem with the scalability of AXP Public Cloud. Each provides unmatched value, efficiencies and performance, all in an easy-to-order solution:
AXP Essentials offers the tools to supercharge voice capabilities and increase efficiencies, including AI noise removal, CRM integration, Agent Assist, Unified Reporting and Dashboards, and Advanced workflow and orchestration.
AXP Advanced builds on the Essentials capabilities to deliver an omnichannel experience with digital channels such as chat, messaging, email, and social.
As part of our product transformation journey, this year we unveiled a series of significant enhancements. Our innovation roadmap includes the ability to harness data from disparate vendors touchpoints and applications, such as CRMs like Salesforce or ServiceNow, and leverage advanced technologies like AI and analytics to deliver more intelligent insights that allow agents to resolve issues quicker and power truly unparalleled CX.
Avaya Communication and Collaboration Suite provides customers with seamless communication and collaboration experiences, allowing them to connect with people and tools—all in one place. This year, Avaya has expanded its collaboration offerings through strategic partnerships with RingCentral and Zoom. Avaya and RingCentral announced a new hybrid solution that combines RingCentral’s AI-powered cloud communications with Avaya Aura, providing enhanced collaboration capabilities.
Additionally, Avaya announced a strategic partnership to integrate Zoom Workplace with its Communication & Collaboration Suite, providing customers with enhanced collaboration tools like meetings, team chat, and whiteboard, empowering enterprises to manage their communications and workflows in a streamlined, flexible environment.
This year, Avaya was delighted to announce the acquisition of Edify, a move that bolstered our engineering ranks with world-class talent and integrated AI-powered customer journey orchestration and workflow capabilities directly into the Avaya Experience Platform. Edify’s no-code, cloud-native solutions and unique orchestration capabilities accelerate our ability to simplify, automate, and personalize enterprise CX and help customers meet their growing business needs.
Across nearly every major industry, the biggest and boldest brands, from those that move markets to those that disrupt them, trust Avaya to be the backbone of their CX architecture:
Federal/National Governments in 115 countries rely on Avaya
Healthcare organizations around the world trust Avaya
10 of the top 10 US Hotels, Casinos and Resorts rely on Avaya Contact Center solutions
10 of the top 10 food and drug companies globally trust Avaya CX solutions
10 of the top 10 global commercial and savings banks trust Avaya Contact Center solutions
10 of the top 10 global pharmaceutical companies trust Avaya
Our momentum this year was fueled by Avaya ENGAGE, our annual customer and partner conference. Its success was reflected by our highest in-person registration and attendance since our pre-pandemic events.
Complementing Avaya leadership on stage were industry innovators and CX heavyweights including R “Ray” Wang, principal analyst and founder of Constellation Research, Eric Yuan, CEO of Zoom, Vlad Shmunis, CEO of RingCentral, Arianna Huffington, CEO and founder of Thrive Global, and customer leaders from Comcast Business, Disney, Southwest Airlines, and the State of Colorado.
Ben Yon, Director at Disney Destinations, spoke to how Avaya helps integrate advanced technologies into their contact center, which empower ‘cast members’ to personalize interactions and build meaningful relationships with guests.
Governor Jared Polis shared how Avaya’s infrastructure and solutions help meet the high expectations of Coloradans across a multitude of ways they interact with the State of Colorado, from universities to driver’s licenses, and how his office’s focus on CX through initiatives like the My Colorado app drives meaningful digital transformation.
SK Panda, Vice President of Global Service Assurance at Comcast Business, spoke to the collaboration with Avaya to meet their 2.5 million customers where they are, delivering exceptional omnichannel customer service while leveraging AI networking and workflow automation.
Sherrie Mullikin, Director of Business Strategy and Initiatives at Southwest Airlines, explained how Avaya helps manage and maintain a sense of culture and community among their fully remote contact center of 3,300 agents – or “Co-hearts” – to enhance both employee and customer experiences throughout the airline.
Avaya was a proud sponsor, exhibitor, and presenter at several key analyst events throughout the year including the Gartner IT Symposium/Xpo, IT EXPO, Enterprise Connect, and Customer Contact Week. This year we also hosted a global Avaya Analyst Summit attended by some of the most influential industry voices to gain their insight and perspective on our product roadmap, market approach, and overall business transformation.
When the world’s most influential and recognizable brands think unforgettable customer experiences, they think Avaya. Our technology innovation is amplified by unrivaled CX expertise in every key market across every major industry. Avaya continues to help our customers on their CX journeys to transform their businesses and drive new growth opportunities.
Aflac leveraged the Avaya Experience Platform to help improve both customer and employee experiences, particularly around the support and interaction with first-time cancer claimants, which resulted in an 11-percentage point increase in Customer Ease within 2 years, and a 15% reduction in average handling time.
Liberty Mutual leveraged the Avaya Experience Platform to improve CX and achieve greater financial flexibility. By migrating their on-premises system to the cloud and modernizing their IT landscape, they achieved a 20% reduction in average handle time and improved collaboration between front and back offices.
Goodwill Industries of Michiana transitioned its analog phone systems to the Avaya Cloud Office, a migration that reduced annual spend by 25%, increased employee productivity and satisfaction, and increased IT operations efficiency.
Hospital NIPO Brazil partnered with Avaya to advance patient-centered care and services, modernizing systems while ensuring the continuity and inclusivity of care in a diverse, multi-lingual healthcare ecosystem.
Motul deployed the Avaya Experience Platform, integrated with the Avaya Cloud Office by RingCentral, to empower more than 400 employees to effortlessly engage with customers and seamlessly collaborate with each other across borders, all from a common, unified platform.
Ooredoo Group partnered with Avaya to integrate our contact center and communications solutions with their leading connectivity and digital services to equip their global business customers with the tools to deliver exceptional experiences.
Avaya’s success—and that of our customers—is enhanced with our partners. Our extensive and evolving partner ecosystem of market leaders and industry vanguards directly contributes to our continued growth and trusted reputation.
Cognigy’s native integration with Avaya enables businesses to provide instant, personalized service across channels with AI automation, reducing repetitive tasks for agents and enhancing overall CX.
Avaya selected Zoom Workplace, an AI-powered collaboration platform, to integrate with Avaya’s Communication & Collaboration suite to streamline how customers manage communications environments and workflows.
Verint, a leader in CX automation, and Avaya collaborated to help thousands of joint customers reduce costs, increase agent capacity, and enhance CX through a deeper integration between traditional workforces and AI-powered bots.
RingCentral, provider of cloud-based communication and collaboration products and services for businesses, and Avaya expanded offerings for our customers including a new RingCentral hybrid solution with Avaya Aura to simplify and enhance communication and collaboration.
This year, Avaya’s renewed focus on our product roadmap and customer innovation reinforced our position as a true enterprise CX pioneer. Our market and product leadership were once again recognized by numerous analyst firms and media partners, including:
Avaya recognizes and embraces our role in the global communities where we live and work and those of the thousands of customers, suppliers, and partners we collaborate with. This year, we advanced our commitments to social good and a more sustainable future by continuing to focus our efforts and investments on the United Nations Sustainable Development Goals (SDGs), specifically those involved with quality education, gender equality, decent work and economic growth, responsible consumption and production, and climate action.
We’ve also expanded our focus on community engagement to India where we unveiled a new partnership with Magic Bus India Foundation, a top NGO in India’s education space. Along with our expertise in the local CX space, we have committed to support underprivileged youth development in Hyderabad with employability, life, and technical skills.
Our commitment to sustainability includes setting the goal of planting one tree for every customer attending our hosted in-person events. By partnering with One Tree Planted, Avaya is joining the movement to help restore our forests. Trees help clean the air we breathe, absorb harmful carbon from the atmosphere, and combat climate change. We believe investing in reforestation provides many benefits to both humans and the environment with both short- and long-term gains.
We continue to make significant progress toward ambitious climate goals and emission-reduction targets by 2030 across our global corporate footprint, as validated by the Science Based Targets initiative (SBTi). Additionally, through our partnership with Green Standards, a global workplace decommissioning firm, we have diverted more than 52 tons of legacy workplace furniture and equipment from landfills since January 2022 and provided in-kind donations to a dozen community organizations including ReBoot Canada, Close the Gap Belgium, and the Hong KongUniversity of Science and Technology.
Our expertise and solutions are at work on both sides of the Atlantic, where we power the technology that ensures dependable communications and emergency preparedness for two incredible non-profits. In Kissimmee, Florida, we support Give Kids the World Village, an 89-acre resort that provides week-long, cost-free wish vacations to critically ill children and families from around the world, and in Egypt we support The Magdi Heart Foundation, an NGO dedicated to offering free medical services at its new healthcare facility being built in Cairo.
In an ever-connected, ever-growing, ever-evolving business landscape, we firmly believe diversity is a competitive advantage. Avaya’s commitment to authenticity, individuality, and representation powers our Diversity, Equity, Inclusion & Belonging (DEIB) initiatives and molds our practices and policies on everything from recruitment and fair pay to professional development and equitable workplaces.
This community-first mindset also drives our annual Month of Giving. In its ninth year, this campaign kicks off our fiscal year by bringing together the global Avaya family to donate their time, money, and energy to worthy organizations and causes in our backyards. This year, employees volunteered thousands of hours and raised funds to support our partnership with Save the Children and 10 additional charities selected by our Avaya United Communities.
Through Avaya United Communities, we curate safe spaces for employees to collaborate, share experiences, and foster fellowship that reinforce a sense of belonging. This year, our Communities championed several initiatives, whether it was honoring our veterans’ stories, sacrifices, and achievements on Veterans Day through our VET@A community, commemorating Women’s History Month and International Women’s Day with inspirational events through our WIN@A community, or celebrating Pride Month with Pride-themed activities and a special ‘Brunch and Learn’ through our PRIDE community.
