Avaya has revealed a $400m contact-centre-as-a-service (CCaaS) win with a global financial services firm.
Avaya CEO Jim Chirico spoke of the deal on an earnings call with investors where he also said that delayed projects, including this one, had contributed to missed earnings expectations.
The contract win will see Avaya deploy 20,000 agents onto its OneCloud CCaaS offering, rocketing to more than 40,000 agents over the deal’s seven-year life.
“It is significant, not just because of the size of the deal, one of the largest in the history of the company, but also because it leverages a significant number of our latest innovations, including AI, biometric security and advanced analytics and represents a displacement of several incumbent competitors,” Chirico said.
The CEO said that the huge deal was the result of the customer wanting to consolidate an infrastructure that saw it working with numerous contact centre providers.
“This deal is unique and really highlights the differentiation and relevance we bring to the market because it's not what I would call your traditional CCaaS, UCaaS deal,” he added.
“We really are driving a true business transformation via integrating digital technology across their complete enterprise. We are reimagining, for a lack of better term, their entire customer experience journey.”
Chirico was speaking as the vendor announced revenues of $713m during the three-month period ending 31 December, down four percent on the same quarter in the previous year.