Case Study: Avaya builds a 995‑video knowledge library and boosts support reach with TechSmith's Camtasia Studio

How Avaya built their own version of Khan Academy

Avaya, a global provider of business collaboration and communications software and services, faced a knowledge-sharing challenge: its existing support articles were behind maintenance paywalls and not easily discoverable. Services Director Carl Knerr was tasked with making Avaya not just efficient but a recognized leader in customer enablement, so he proposed a Khan Academy–style library of short how-to videos aimed at customers, partners, and employees who install, maintain, and support Avaya products.

Knerr’s team produced a standardized, branded video program—Avaya Mentor—using Camtasia Studio and Blue Yeti microphones, with templates and a staged approval process, then published most content freely on YouTube and integrated it into Avaya’s support site. In 20 months they published 995 videos, gained about 2,750 subscribers and 356,476 views across 196 geographies, delivering roughly 1,200 viewing hours per month (equivalent to 11 full-time support staff) and generating significantly more views per video article than Avaya’s text-based content.

Avaya

Carl Knerr

Services Director, Avaya