Avaya

Avaya is a digital communications company offering two major operating segments. The first is their unified communications and contact center platforms, applications, and devices. The second operating segment is the company's services segment, which consists of global support services, enterprise cloud and managed services, and professional services. Avaya also produces and sells its own devices, such as phones, headsets, conference phones, and video conferencing devices.

Avaya emerged as a spin-off of Lucent Technologies in 2000 and became privately owned in 2007. The company focused on communications technology, integrations, security, and analytics. In 2017, Jim Chirico took the CEO role of the company and shifted the business focus of Avaya toward a cloud and subscription-driven company with an emphasis on selling the company's services. The company has had customers including Harris County Public Health, Nebraska Medicine, Atento, Datamark, Fiber Industries, Goodyear, Cincinnati Bell, Marine Rescue Technologies, Neiman Marcus, Treated.com, and W. Bruford.

Avaya OneCloud contact center as a service (CCaaS) is developed to make it easy to connect voice, video, chat, and messaging through a single platform for contact centers. This is designed to bring together teams, resources, and insights to increase insight and performance of contact center employees and to help those employees offer a better customer experience.

The platform offers intelligent and conversational self-service, with an option to connect with a live agent. Further, it provides intelligent routing to help match customers with employees considered best suited to solve that customer's needs, based on internal and external context and the desired outcome. And OneCloud CCaaS offers collaboration tools to help increase team collaboration and converged communications.

Avaya OneCloud unified communications as a service (UCaaS) is built to expand and simplify communications for enterprises. The UCaaS solution is intended to help enterprises with hybrid work scenarios and give remote employees always-on continuous collaboration regardless of where they are working. The platform offers voice, video, meet, and message platforms for users delivered over cloud. Other features include screen sharing and organizational tools to help keep employees and teams productive.

The Avaya OneCloud communication platform as a service (CPaaS) is a cloud platform developed to integrate artificial intelligence and data-driven automation into an enterprise's workflows, including their communication workflow for messaging, videos, calls, emails, chatbots, and live chat. The platform allows users to maintain their existing infrastructure to extend existing solutions, is capable of connecting APIs, can add artificial intelligence into workflows, and offers bot applications for intent matching based on voice rather than transcribed text.

The OneCloud CPaaS platform is developed to provide solutions for the healthcare industry, the finance and banking industry, the public sector, and the retail industry.