Case Study: Avaya doubles Net Promoter Score and enhances customer experience with Oracle Cloud solutions

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, launched a three-year transformation to become more customer‑centric and to better manage its channel of more than 10,500 partners that generate over 70% of revenue. The company faced a highly customized, costly on‑premises partner system and needed an open‑standards, cloud‑based platform to unify the end‑to‑end customer lifecycle from lead to service and improve customer satisfaction.

Working with Oracle, Avaya built a PaaS solution using Oracle Sales, Marketing, Social, Database, Java, Integration, and Knowledge Cloud services (plus Siebel contact center integration) to reduce customizations, connect SAP and Salesforce, and speed deployments. The result: NPS rose from the low 20s to 56, support resolution accelerated via an expanded knowledgebase, the new partner platform can scale to 10,500 partners and 5,000 internal users with much faster rollout, and Avaya expects about a 30% cut in IT maintenance costs while gaining the agility to spin up environments in minutes.

Avaya

Fari Ebrahimi

Senior Vice President, Global Chief Information Officer