American Red Cross Deploys Avaya Mobility, Cloud Technology
Friday, June 12, 2020 | Comments

The American Red Cross telecommunications team is working with Avaya Holdings to enhance and simplify Red Cross communications to better leverage the benefits of mobility and cloud innovation. The Red Cross, as part of its One Contact Center initiative, is transforming 12 separate contact center platforms with differing technologies to the Avaya OneCloud CCaaS cloud-based platform.

“Every day, people turn to the American Red Cross for relief and hope in the face of emergencies,” said DeWayne Bell, vice president, IT engineering, American Red Cross. “It is vital that we can communicate easily and effectively with the people we serve to quickly address their needs. We believe that this transition to a single contact center will help us improve experiences for those we serve, while increasing the productivity of our employees and boosting our overall organizational efficiency.”

The Red Cross began this transition with the move of its critical toll-free 1-800-RED-CROSS number and several other mission-critical inbound numbers over to Avaya Mobile Experience. This solution will handle inbound mobile calls to help people in need during a disaster, help individuals donate much needed blood and blood products, and handle donation services. The goal of the change is to allow these mobile callers to get needed information and support faster with reduced wait times, and contact center agents will be able to use additional call context to provide better service to mobile callers in current and future interactions.

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