Case Study: Global Provider of Business Process Outsourcing (BPO) Service achieves omnichannel digital transformation and reduced TCO with Avaya Oceana™ (Avaya)

Global BPO Partners with Avaya for Digital Transformation to Meet Evolving Consumer Expectations

A global business process outsourcing provider serving 500 million consumers daily faced an expensive, hard-to-manage mix of point products that blocked its digital transformation and made it difficult to deliver consistent, omnichannel engagement for clients. The company needed to standardize and modernize into a single, unified platform that would allow customers to interact via their preferred channels while meeting clients’ requirements for a consistent experience.

The BPO selected Avaya Oceana™ to deliver a next‑generation omnichannel solution that integrates all communication channels across the customer journey and provides consolidated, actionable analytics. The phased rollout will transition an initial 1,200 agents and grow to 3,000 positions, simplify reporting by unifying data sources, reduce total cost of ownership, and is projected to deliver an 18‑month ROI while helping secure existing and new business through improved customer experience.