Posted: June 19th, 2022

Company exploration research (Avaya)

Be sure to use this article as well as any materials in the company’s website.
Avayaoffers several contact center suites, but its two most prominent are Aura and OneCloud contact center-as-a-service (CCaaS). These platforms were already quite sufficient, but Avaya added to them this year. Avaya built in added workflow and AI-powered virtual agent capabilities on its own, but the company also added security capabilities through integrations with Pindrop, Semafone, and PCI Pal; knowledge management through an integration with Verint; and an integration with Salesforce Service Cloud that brings together calls, digital engagement, and CRM data for agents. Independent CRM industry analyst and consultant Marshall Lager sees Avaya as one of the most deeply rooted vendors in the market. “Avaya’s been doing telecommunications for a long time and has the expertise that comes with experience,” he says.
Instructions are attached on the document below.
Company Exploration Research Project

Provider Details

Name of CRM Provider


Company Website

CRM Category
(See CRM Market Leaders article)

Contact Center Infrastructure

Brief Company Overview
(Years in Business, Founder, Public/Private, Location, History, etc.)

Who are the Company’s customers? Market? Describe the kinds of business customers that this Company provides solutions to. This is not about specific customers; this is about the markets and target business customers the Company offers products and services to. This should be at least 200 words.
What does the Company offer? Complete the table below and discuss three (3) top products and/or service offerings. Be sure to provide: 1) the name of product offered by this Company; 2) the key features/functionality the product/service offers; and the 3) business problem it solves and/or benefit it provides to businesses.

Name of Product

Key Features/Functionality

Business Problem/Benefits

#1 –

#2 –

#3 –

Discuss three (3) specific customers who have used or currently use this Company’s products and services.
You may get this from the provider’s case studies/ Be sure to address: 1) the product/service used; 2) the problem the customer is looking to solve; and 3) the benefits gained from using the Company’s product/service. Fill out table below.

Name of Customer & Industry

Name of Products/Services Used

Business Problems Experienced

Benefits Gained

#1 –

#2 –

#3 –

Pricing. Visit the website’s pricing information
What best quote could you offer a company with 100 employees to implement the products you listed above?

Name of Product

Cost (Per Employee/Month)

Total Annual Cost (Total for 100 employees) =
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