Case Study: American Automotive Company achieves omnichannel customer engagement and scalable global support with Avaya

Avaya Helps Automaker Accelerate Into the Future

An innovative American automaker expanding into new markets and launching a new model needed to rethink customer engagement: its global contact centers handled voice well but lacked capabilities for email, SMS and social channels to reach a broader, younger customer base. The challenge was to evolve from a voice-centric system without disrupting existing support or services.

The company chose a phased omnichannel strategy that leverages its existing Avaya investments, centering on Avaya Oceana™ hosted across three global Avaya data centers. By first integrating email (with language-based routing) and later adding SMS and social, the solution preserves continuity with the Avaya Aura® Call Center Elite, supports technology consolidation and managed services, and delivers a consistent, multi-channel customer experience with clearer visibility into the customer journey and improved engagement.