ACT Chooses Avaya OneCloud to Improve Experiences, Lower Costs

Business communications solutions provider Avaya (News - Alert) announced it was recently chosen to provide its Avaya OneCloud platform for Advanced Call Center Technologies (ACT). The partnership will allow the contact center and back office support solutions provider to improve collaboration, boost customer experience and reduce annual costs.

The company said the Avaya OneCloud offering was the platform of its choice because of the tools it provided to empower the business to provide a better experience across the board. Most notably, the added flexibility it provided to support the company’s growth and to ensure effective collaboration.

During the COVID-19 pandemic, ACT had a surge in call volumes to handle from customers in healthcare, financial services, retail and telecommunications channels. Boosting from 2,000 average calls per day to 40,000 calls a day, it needed something flexible that could adapt as the company grew, had real-time capabilities and had standardized tools across the board for everyone to use.

“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 Hunter Croft, President and CEO at ACT.

ACT was able to consolidate video, meetings, and collaboration platforms and remove redundancies leading to better user experiences, higher productivity levels and cost savings.

The solution also included Avaya Spaces, so teams could work together virtually, collaborate, share files and do things that previously required multiple applications to accomplish.

Avaya Spaces, which now has over 11,000 agents and 5,000 active ACT users, is an all-in-one platform that includes chat, file sharing, task management, and real-time collaboration as well calling, video meetings, and content.

With the Avaya OneCloud Subscription option, the company said it was able to save up to a million dollars annually for video conferencing and collaboration, even with call volume increasing 20-fold and with employees working remotely during shutdowns.

“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 future.”


Edited by Erik Linask