Avaya has helped empower over 200,000 contact center agents to work remotely, and is working with educational institutions and communications solutions
As the COVID-19 (coronavirus) pandemic continues to impact the lives of people around the world, Avaya Holdings Corp. is helping businesses, educational institutions, healthcare providers, governments and other organizations quickly adapt to a remote workforce and enable collaboration and communications to help keep people connected, productive and safe.
Education institutions including colleges and universities along with non-profit organizations are benefiting from Avaya Spaces, the company’s video and collaboration solution which is being offered for free. Since January, Avaya has seen a 500 percent increase in video collaboration traffic on the Avaya Spaces platform.
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Contact center clients around the world who are challenged with maintaining high levels of customer engagement are benefitting from the complimentary 90-day access licenses Avaya has extended to shift their office-based contact center agents to a remote workforce.
In the government sector, the company has responded to urgent requests from officials around the world and has established immediate video collaboration and communications solutions that successfully enable their operations to continue working seamlessly and effectively.
“We are facing an unprecedented situation and the global pandemic is having a profound impact on all of us. As the mission critical communications provider to hundreds of thousands of customers world-wide, Avaya with its contact center, video and collaboration solutions is uniquely positioned to make a significant positive impact and keep employees, businesses, governments, families and friends connected during this crisis,” said Jim Chirico, Avaya President and CEO.
Some examples of organizations where Avaya has made a positive impact include:
- A large health insurance company with millions of medical and specialty members moved 21,000 contact center agents to work remotely from home.
- A multi-national bank that provides people, companies and institutional investors with a wide range of financial products is enabling business continuity by empowering 15,000 agents to work from home. This reduces risk while maintaining efficient day-to-day operations ensuring consistency in customer interactions.
- Avaya is working with hundreds of universities and educational institutions, including Florida State University and the Ancona Liceo school in Italy, providing resources to manage remote education with students and faculty.
- A multi-billion-dollar global package delivery company and leading global provider of specialized transportation and logistics services has transitioned 2,500 contact center agents to work remotely.
- A large managed healthcare company that sells traditional and consumer directed health care insurance and related services activated 7,000 agents to work remotely.
- One of the largest pharmacy healthcare providers in the U.S. enabled 3,000 remote workers with the help of Avaya.
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Raya Contact Center, a leading Business Process Outsourcing provider serving the Middle East and Europe, has successfully enabled its entire contact center workforce of over 6,500 agents to work remotely. “As the BPO services provider to clients that include highly reputed regional and international businesses, it is imperative that we keep operations on track, while prioritizing the safety and well-being of our staff,” said Yasser M. Sharaf, IT Director at Raya Contact Center. “Avaya has been extremely proactive in anticipating our business continuity requirements and implementing a solution without us having to incur any additional costs. This has given us the ability to utilize our existing investments to seamlessly transition our workforce to a remote working arrangement.”
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