Avaya OneCloud™ Communications and Collaboration Solutions for Advanced Call Center Technologies (ACT), an Outsourcing Provider, Improve Experiences While Significantly Reducing Costs

Rhea-AI Summary

Avaya (NYSE: AVYA) has partnered with Advanced Call Center Technologies (ACT) to enhance communication efficiency and reduce costs. ACT implemented Avaya OneCloud, enabling a significant reduction in expenses by up to $1 million annually on collaboration tools while experiencing a surge in call volume from 2,000 to 40,000 calls daily during the pandemic. The platform's flexibility and integration of various communication tools led to improved productivity and user satisfaction. ACT now boasts over 11,000 agents using Avaya Spaces, reinforcing their strategic growth plan.

Positive

• Annual savings of up to $1 million for ACT through Avaya OneCloud.
• Increased call volume from 2,000 to 40,000 calls per day, indicating robust demand.
• Accelerated adoption of Avaya Spaces by ACT employees in under two months.

Negative

• An increase of costs up to $100,000 monthly for different audio and video bridges before Avaya's implementation.

RALEIGH-DURHAM, N.C.--(BUSINESS WIRE)-- 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 pandemic.

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 costs.

“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 features.

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 future.”

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.

Additional Resource

• Watch this video to see how ACT is Saving Millions by Unifying Communications and Collaboration.

About Avaya

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.

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Source: Avaya Newsroom

View source version on businesswire.com: https://www.businesswire.com/news/home/20220411005164/en/

Julianne Embry

jcembry@avaya.com

Source: Avaya

FAQ

How much did Advanced Call Center Technologies save annually using Avaya OneCloud?

ACT reports savings of up to $1 million annually by using Avaya OneCloud.

What was the call volume increase that ACT experienced during the pandemic?

ACT's call volume surged from 2,000 calls per day to 40,000 calls per day.

How quickly did ACT adopt Avaya Spaces after implementation?

ACT transitioned to Avaya Spaces in less than two months with accelerated adoption rates.

What impact did Avaya OneCloud have on ACT's costs for communication services?

Prior to Avaya's implementation, ACT faced costs of up to $100,000 per month for various audio and video services.

What is the significance of Avaya Spaces in ACT's operations?

Avaya Spaces has consolidated multiple communication platforms, enhancing productivity and user satisfaction for ACT.