Avaya (NYSE: AVYA), a global leader in solutions to enhance and
simplify communications and collaboration, is providing enhanced
experiences and significant annual cost reductions for Advanced
Call Center Technologies (ACT) – an organization delivering
outsourcing programs for some of the largest companies in the
country – with Avaya OneCloud™. ACT chose the Avaya OneCloud
platform, which empowers businesses with tools to provide a Total
Experience. It increases efficiencies and reduces costs by flexibly
supporting the company’s growth, standardizes on an extensible
solution set, and enables effective collaboration between
customers, employees, and partners. The Avaya OneCloud Subscription
option enabled them to save up to a million dollars annually on
video conferencing and collaboration while call volume increased
20-fold and employees moved to remote working during the
As an outsourcing company for top organizations in the nation
spanning industries such as healthcare, financial services,
telecommunications, and retail, ACT experienced a surge in call
volume during the pandemic as it became the core hub fielding calls
for its clients. ACT went from 2,000 calls per day to 40,000 calls
per day. The unpredictable growth required a solution offering a
flexible consumption model such as Avaya OneCloud Subscription that
could grow as they did, while also standardizing its systems with
centralized tools available for everyone in real-time.
This led the customer service provider to select Avaya OneCloud.
Hunter Croft, President and CEO at ACT, and his team already
recognized it was the right time to explore the composable
solutions available from Avaya that would support future needs
while addressing current challenges. By consolidating its video,
meetings, and collaboration platforms and eliminating redundancy,
overall productivity and user satisfaction increased while reducing
“Due to the need for greater communications throughout the day
in a work-from-home environment, usage increased, causing an uptick
in costs of up to $100,000 per month for different audio and video
bridges,” said Croft.
The Avaya OneCloud solution for ACT included Avaya Spaces® – an
always-on collaboration application for distributed team
productivity in virtual workspaces. It incorporates chat, file
sharing, task management, and real-time collaboration with calling,
video meetings, and content. Avaya Spaces as an all-in-one platform
replaced the multiple systems ACT used throughout the company.
“We can quickly set up a Space for collaboration where we can
present ideas and store documents. It creates a single place for
all of us to meet and keep track of initiatives,” said Croft. “We
have utilized this platform as a big part of our strategic growth
plan.” He added, “Our agent teams are using Spaces with each other,
their supervisors and management. If the agents attend meetings
from the busy contact center, the noise reduction feature really
makes a big difference.” ACT attained the objectives it set during
the early stages of implementing Avaya Spaces by using these
Avaya OneCloud is an experience platform designed to enable
businesses to deliver experiences that drive new ways of working
securely and meet ever-changing customer and employee needs. Avaya
cloud communication and collaboration solutions and APIs can be
combined to compose powerful customer and employee experiences that
each interaction and moment demands. Avaya OneCloud supports ACT
both now and in the future with growth capabilities enabling
employees to flexibly communicate anywhere, anytime, using any
device to better serve customers, work more productively, and
improve business outcomes.
“A one-size-fits-all solution is no longer viable for companies.
By providing an experience platform with tools offering composable
solutions, we are empowering businesses to deliver a Total
Experience for their customers and employees.” said Simon Harrison,
Senior Vice President and CMO, Avaya. “For ACT, our OneCloud
Subscription with Avaya Spaces offers a holistic and flexible
solution for their business now, while positioning them for the
ACT has over 11,000 agents and 5,000 active users of Avaya
Spaces. The organization’s employees transitioned to Avaya Spaces
in less than two months, with adoption rates accelerating as staff
became familiar with the platform.
“Every time I ask a question, our Avaya team answers, ‘I can
help you with that,’ and they help us solve our problems. These are
the types of people you want in your own company,” said Croft.
Join Avaya for a LinkedIn Live discussion on April 12 at 1:00
p.m. ET where we will discuss how ACT enhanced its communications
with the composable Avaya Spaces solution, and learn about the
significant cost savings the company is realizing annually. ACT
President and CEO Hunter Croft joins Kristine Konrad, Marketing
Manager at Avaya, for the conversation.
- Watch this video to see how ACT is Saving Millions by Unifying
Communications and Collaboration.
Businesses are built by the experiences they provide, and
everyday millions of those experiences are delivered by Avaya
Holdings Corp. (NYSE: AVYA). Avaya is shaping what’s next for the
future of work, with innovation and partnerships that deliver
game-changing business benefits. Our cloud communications solutions
and multi-cloud application ecosystem power personalized,
intelligent, and effortless customer and employee experiences to
help achieve strategic ambitions and desired outcomes. Together, we
are committed to help grow your business by delivering Experiences
that Matter. Learn more at http://www.avaya.com.
About Advanced Call Center Technologies
Founded in 1997 and headquartered in Philadelphia, Advanced Call
Center Technologies (ACT) is an employee-owned company focused on
building a great team member culture that translates into fantastic
customer experiences. ACT has over 11,000 teammates laser focused
on delivering on the company’s commitments across the U.S.,
Guatemala, and Jamaica. For more information on Advanced Call
Center Technologies, visit acttoday.com.
Cautionary Note Regarding Forward-Looking Statements
This document contains certain “forward-looking statements.” All
statements other than statements of historical fact are
“forward-looking” statements for purposes of the U.S. federal and
state securities laws. These statements may be identified by the
use of forward-looking terminology such as "anticipate," "believe,"
"continue," "could," "estimate," "expect," "intend," "may,"
"might," “our vision,” "plan," "potential," "preliminary,"
"predict," "should," "will," or “would” or the negative thereof or
other variations thereof or comparable terminology. The Company has
based these forward-looking statements on its current expectations,
assumptions, estimates and projections. While the Company believes
these expectations, assumptions, estimates and projections are
reasonable, such forward-looking statements are only predictions
and involve known and unknown risks and uncertainties, many of
which are beyond its control. The factors are discussed in the
Company’s Annual Report on Form 10-K and subsequent quarterly
reports on Form 10-Q filed with the Securities and Exchange
Commission (the “SEC”) available at www.sec.gov, and may cause the
Company’s actual results, performance or achievements to differ
materially from any future results, performance or achievements
expressed or implied by these forward-looking statements. The
Company cautions you that the list of important factors included in
the Company’s SEC filings may not contain all of the material
factors that are important to you. In addition, in light of these
risks and uncertainties, the matters referred to in the
forward-looking statements contained in this press release may not
in fact occur. The Company undertakes no obligation to publicly
update or revise any forward-looking statement as a result of new
information, future events or otherwise, except as otherwise
required by law.
All trademarks identified by ®, TM, or SM are registered marks,
trademarks, and service marks, respectively, of Avaya Inc. All
other trademarks are the property of their respective owners.
Source: Avaya Newsroom
version on businesswire.com: https://www.businesswire.com/news/home/20220411005164/en/
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