Avaya OneCloud

Raleigh-Durham, NC – July 8, 2021 – Avaya (NYSE:AVYA), a global leader in solutions to enhance and simplify communications and collaboration, today announced it has been named a “Major Player” in the 2021 IDC MarketScape for the worldwide CPaaS (Communications Platform as a Service) market. Avaya OneCloud™ CPaaS enables organizations to create and deliver more memorable experiences by assembling and combining business capabilities to achieve the outcomes they need, in the moment, for their customers and their teams.IDC reported, Avaya “brings decades of experience and support capabilities. The company has evolved significantly over the past two years and offers a more cohesive and tightly integrated platform. You should consider Avaya for deep expertise and integration with unified communications (UC), call center, or CRM platforms. Avaya is also adept at developing customer engagement solutions for any company size with the ability to scale as required.”IDC predicts that the worldwide CPaaS market is forecast to grow from $4.3 billion in 2019 to $17.7 billion in 2024, resulting in a CAGR of 33 percent1. Avaya OneCloud™ CPaaS makes businesses more agile – providing composable building blocks, enabling organizations to extend, build on, and customize their communications and collaboration solutions. Projects that previously took months or years now take only hours, days or weeks. Avaya OneCloud™ CPaaS leverages over 4,400 patents across employee experience, customer experience and digital transformation to connect Avaya customers with everything the cloud has to offer as well as with their existing investments via unique APIs that provide deep integration into existing systems.“Organizations are increasingly embracing CPaaS to compose their business around each customer,” said Anthony Bartolo, Executive Vice President and Chief Product Officer, Avaya. “Avaya OneCloud™ CPaaS simplifies and accelerates business processes by easily integrating powerful AI capabilities and data-driven automation as a layer of innovation integrating with existing customer applications. This includes the full breadth of unified communications and customer experience, connecting best of breed technologies from across Avaya’s extensive ecosystem with other leading applications.”“The cloud has become extremely important to the communications industry, reducing barriers to entry into the communications landscape and increasing ease-of-use and scalability,” said Courtney Munroe, Vice President, Worldwide Telecommunications Research, IDC. “Built as a combination of communications platforms and cloud computing, communications platforms as a service (CPaaS) provides a cloud-based development platform and the necessary communications application programming interfaces (APIs) that enable software developers to easily integrate communications capabilities directly into internal and

RayCom Technologies transforms the market with newly launched contact center as-a- service and unified communications-as-a-service offerings powered by Avaya OneCloud. Everything as a Service’ already providing value to Vodafone Ghana and GCB Bank. Locally hosted cloud-based communications technologies enable Ghana businesses to scale as they need and pay on a per-user, per-month basis.Accra, Ghana – 24 August, 2021 – Raycom Technologies, a leading ICT provider, has launched ‘Everything as a Service’, a transformational offering that delivers cloud-based Unified Communications and Contact Center services powered by Avaya (NYSE: AVYA) across Ghana.The offering, which equips Ghanaian businesses to contend with fast-moving digital transformation requirements, is already providing value for leading organizations in the country, including Vodafone Ghana and GCB.“When it comes to delivering stand-out customer experiences, particularly in a post-COVID era, flexibility is key for us. We need to be flexible enough to add agent capacity at times of peak demand; flexible enough to enable agents to work from anywhere at times of reduced travel; and flexible enough to quickly spool up new services that will add value to the customer journey. RayCom and Avaya have given us this flexibility with ‘Everything as a Service’,” said Mildred Abbey, BSS Manager at Vodafone Ghana.GCB Bank, meanwhile, is leveraging ‘Everything as a Service’ to create a unified communications environment, which standardizes the customer and employee experience and puts subject-matter experts at the heart of the customer experience.“When our customers contact us, they expect timely information and action, and we want to leverage our experts to enable this. We are unifying the technology through which both our customers and employees communicate to make it easier for front-line agents to get the support and insights they need when dealing with customer requests. ‘Everything as a Service’ has helped us to quickly roll out the advanced technologies needed to realize this vision, where anyone at the company can solve customer challenges,” said Muniru Muktar, Head - Customer Service at GCB.‘Everything as a Service’ leverages Avaya OneCloud, an AI-powered experience platform that includes CCaaS, UCaaS and CPaaS, and which completely redefines how organizations empower an on-demand workforce to deliver optimal experiences for today’s “everything customer.”Avaya is applying AI in new ways across its OneCloud communications and collaboration solutions to create more personalized, in-the-moment engagements. Through the partnership, Raycom will host Avaya OneCloud CCaaS and Avaya OneCloud UCaaS solutions in its locally operated, secure data center, and make them available through a cloud-based subscription model, enabling organizations to purchase the capacity and services they require, as and when needed, without large upfront costs.This will enable Ghana businesses to respond quickly to changing business demands and manage costs more effectively.“Businesses today are increasingly reliant on advanced communications technologies – whether

With AI-powered contact center to manage workloads, DHL Supply Chain sees double-digit increase in agent retention rate AVAYA ENGAGE 2021 – Orlando, FL – December 14, 2021 ­– DHL Supply Chain, the world’s leading contract logistics provider, has accelerated its business expansion to meet a boom in demand for its services, while simultaneously increasing agent retention to a record high, with the help of a suite of Avaya (NYSE: AVYA) OneCloud™ solutions.Based in Singapore, DHL Contact Center Services provides logistics solutions across a range of industries, including service logistics, technology and public agencies. The Covid-19 pandemic created more opportunity to better support its customers’ increasing demand for fast and cost-effective contact center services.“As many businesses found during the pandemic, the last 18 months were characterized by a huge spike in demand for high-quality customer experience services. Between 2019 and today, alongside the rollout of Avaya OneCloud, our number of concurrent agents has increased 300 percent,” said Jerome Gillet, CEO, Singapore Cluster, DHL Supply Chain. “Retention in the contact center industry has been a challenge for several years. With the support of a comprehensive, cloud-based collaboration tool, and an AI-powered contact center, our retention rate has significantly increased to become the best-in-class in the industry.”“The security and scalability of the product means we can replicate this customer service environment in other markets, enabling contact center agents to log in from anywhere, at any time, and gain access to the communication and collaboration capabilities,” Gillet added. “In the near future, we will be scaling our contact center offering to Japan, Korea, Australia, Malaysia and the Philippines.”​“DHL Supply Chain is oiling the wheels of businesses during an essential time, allowing it to meet demands that have only accelerated during and after the pandemic,” said Stephen Spears, Avaya Chief Revenue Officer. “Cloud-based customer service capabilities, automation and knowledge management are combining to deliver these offerings at a much quicker rate while supporting those charged with providing the service.”Avaya is highlighting customer success stories and Avaya Experience Builders™ innovation at the annual Avaya ENGAGE user conference in Orlando, FL this week. For more information, go