U.S. Social Security Administration to Enhance Customer Experience for Millions of Americans with Avaya Communications Solutions, Providing Next-Generation Service and Increased Efficiency

Verizon and Avaya selected by SSA to provide intelligent, flexible Contact Center and Unified Communications Platform spanning 1,300 locations

Avaya today announced that its Avaya OneCloud portfolio of communications and collaboration solutions has been selected by the U.S. Social Security Administration (SSA) as part of the agency’s digital transformation initiative to modernize and transform their ability to rapidly respond to changing user needs at manageable cost. Equally important, Avaya’s comprehensive communications offering will support the SSA’s ability to deliver an improved customer experience for millions of beneficiaries across all service channels in an efficient and secure manner.

In its most recent IT modernization plan, the agency highlighted its commitment to implement new solutions to enhance the customer experience, better focus its workforce to address future needs and reduce operating costs by adopting more robust and flexible technology. The Avaya OneCloud portfolio of solutions for Contact Center, Unified Communications and Collaboration represents the evolution of business communications to a more intelligent platform underpinned by customer-led innovation.

“Avaya continues to deliver the intelligent, secure and flexible communications solutions that are enabling organizations of all sizes to transform their operations to enhance customer experience and workforce engagement in a cost-efficient way,” said Jerry Dotson, Avaya VP of Public Sector. “With this long-term contract with SSA, Avaya is delivering a competitive displacement solution that enables the agency to evolve, transform and greatly improve the way they serve the public, to meet their stated goals. We are pleased to partner with Verizon to deliver on this critical mission.”

Verizon is the systems integrator working with SSA, and partnered with Avaya to provide the core communications infrastructure for more than 62,000 employees across 1,300 locations supporting 24/7 business operations.

“Together with our partners at Avaya, Verizon will support the SSA’s mission and deliver critical digital transformation and modernization solutions the SSA needs for the more than 65 million Americans who rely on its services,” said Jennifer Chronis, Vice President, Federal at Verizon.