In response to COVID-19, the company has empowered 2 million staff members to work from home for its customers around the world. These customers are benefitting from the complimentary 90-day access licenses Avaya has offered to pivot their office-based contact center agents and others to work remotely while maintaining exceptional levels of customer engagement.
Avaya has helped over 11,000 organizations in just a few weeks, including Humana, IBM, Boston Scientific, the FDIC, General Atomics, Hainan Airlines, Carlson Wagonlit, Gateway Health, Deutsche Telekom, Texas Children’s Hospital, Westcon, Teleperformance, government agencies, and many more who rely on Avaya as their trusted partner helping them successfully manage through the crisis.
“No other company has the breadth and capabilities we have to enable remote workforces on a global scale where we are dealing with workforces in the tens of thousands, in some cases even more,” said Jim Chirico, president and CEO of Avaya.
“Our immediate priority is to make a positive impact in any way we can to help our customers with business continuity, transition their workers to a work from anywhere environment and help ease the extreme emotional and mental stress this crisis is causing for their workers and their customers.”
Teleperformance is a global leader in digitally integrated business services, with over 331,000 employees in 80 countries, and a long-time Avaya customer. “Teleperformance remains focused on the health and safety of our employees. The well-being of our people must come first, and for this reason, Teleperformance has significantly expanded the deployment of home-based agents to now upward of 100,000 – a great option to protect employees from exposure and ensure business continuity for clients,” said Dev Mudaliar, Group CIO, Teleperformance.
“Simpler, Faster, Safer has certainly taken on new meaning in these extraordinary times, all over the world, our Work-at-Home solutions have been implemented to ensure business continuity and flexibility for Teleperformance clients. Teleperformance is pleased to partner with industry technology leaders like Avaya to help power our highly reliable and adaptable infrastructure. Avaya’s remote agent solutions have provided us the capability to rapidly mobilize at home users, and deliver the same customer experience as a traditional brick and mortar contact center.
Germany’s Deutsche Telekom has enabled thousands of its employees to work from anywhere with Avaya technology. “Thanks to the support from Avaya, within four days we were given the ability to enable an additional 7,000 employees at our service centers to work from anywhere,” said Jörg Meinunger, Deutsche Telekom IT. “Our agents are now in a position to provide our customers with comprehensive advice from the home office and help them with their questions and alleviate uncertainties. This enables us to always focus on the needs of our customers, even in challenging times like the ones we are currently experiencing.”.
For comprehensive information on Avaya’s programs to assist organizations during the COVID-19 pandemic, including the company’s global COVID-19 technical hotline for customers and partners, please visit the web page.
The company has also been named a global leader in solutions to enhance and simplify communications and collaboration by the Aragon Research Globe for Unified Communications and Collaboration, 2020.
According to the report, authored by Aragon Research lead analyst Jim Lundy, “Avaya has continued to evolve in the Unified Communications and Collaboration (UCC) market as a provider of Cloud and On-Premise UCC solutions as well as Contact Center. Avaya leverages its highly resilient core platforms into its cloud offerings, providing full native support for the underlying communications and collaborations capabilities. With Avaya’s ability to deliver cloud, on-premise and hybrid cloud offerings, enterprises have significant choices to meet their needs.”
Aragon Research predicts that by 2022, the team collaboration and web meetings markets will converge. Avaya solutions including Avaya Cloud OfficeTM and Avaya Spaces are providing a unified experience that fits the needs of organizations from the smallest local business to the largest global enterprises. Additionally, the company’s strength in cloud, on-premise and hybrid cloud UCC offerings provides customers with an increasingly wide range of options addressing rapidly evolving business requirements.
Avaya Cloud Office enhances the way organizations communicate with customers, partners and colleagues through an all-in-one solution, empowering workforces to meet, share and collaborate productively no matter where they are. This solution gives users a single platform to communicate and collaborate using voice, video, team messaging, SMS and fax capabilities.
Avaya Spaces is a collaboration app that is reshaping the industry and expectations from Unified Communications and Collaboration customers, providing a new way of thinking about work and getting things done. Avaya Spaces, based on the company’s communications platform as a service (CPaaS) enables teams to engage and stay informed, with a 24 X 7, always-on approach.
The Aragon Research Globe is a market evaluation tool that graphically depicts Aragon Research’s evaluation of a specific market and its component vendors. Aragon Research examined 15 major providers in a market that focuses on all forms of collaboration and communication based on its three dimensions of analysis: strategy, performance, and reach. “Leaders” are noted as having comprehensive strategies that align with industry direction and market demand and perform effectively against those strategies.