Case Study: Avaya achieves always-on, efficient customer support with TeamViewer

Avaya guarantees customer support throughout Germany with TeamViewer, whenever and wherever the need arises

Avaya, a global leader in customer and team engagement solutions, needed a reliable, easy-to-use remote support tool to guarantee continuous technical service across Germany. Their previous software failed to support all operating systems and mobile devices, suffered connectivity and update issues, and consumed too many resources — hindering rapid troubleshooting and proactive system monitoring.

Avaya adopted TeamViewer (in use since 2015) across roughly 300 support technicians, enabling QuickSupport-based connections, bidirectional file transfer, firewall-friendly access, and low-bandwidth desktop sharing. The rollout improved remote support success rates, supports Windows 10 and mobile devices, reduces resource use, and provides a future-proof, efficient way to deliver timely, professional customer service.

Avaya

Thomas Wollenhaupt

Customer Support Engineer