Case Study: Avaya doubles Net Promoter Score, boosts customer experience, and cuts IT maintenance costs by 30% with Oracle Marketing Cloud

Avaya Doubles Net Promoter Score, Enhances Customer Experience, and Looks to Cut IT Maintenance Costs by 30% with Cloud Solutions

Avaya, a global leader in unified communications and collaboration, needed to move from a hardware-centric model to software and services while gaining a complete, end-to-end view of customer relationships. With more than 10,500 partners generating over 70% of revenue, the company’s priorities were to strengthen partner engagement, improve customer experience (measured by NPS), and reduce IT complexity and costs.

Working with Oracle, Avaya built a cloud PaaS solution using Oracle Sales, Marketing, Social, Database, Java, Integration, and Knowledge Cloud services to connect sales, marketing, contact center, back-office systems (including SAP) and partners. The result: NPS rose from the low 20s to 56, faster and more informed support via an expanded knowledge base, a projected 30% reduction in IT maintenance costs, a quicker global partner platform rollout, seamless integrations with SAP and Salesforce, and the ability to scale environments rapidly for thousands of partners and users.

Avaya

Fari Ebrahimi

Senior Vice President, Global Chief Information Officer