Case Study / Innovative Automaker avaya.com Avaya Helps Automaker Accelerate Into the Future An innovative American automotive company is expanding its product line into new markets and needs to be prepared for the impacts it will have on their business. The new model is expected to significantly increase sales and address a new customer market creating the need to readdress their customer engagement strategy. The existing global contact centers effectively route voice calls but they need to expand to other channels such as email, SMS and social media to align better to this new target customer base. The automotive innovator has decided to leverage their existing Avaya investments in a phased approach towards an omnichannel solution that will support multiple communication channe

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