Avaya is positioned by Aragon Research as a leader in intelligent contact center solutions that enable better AI-driven customer and employee experiences

 For the fourth year in a row, Avaya has been named to the Aragon Research Globe™ for the Intelligent Contact Centers (ICC) report.

Dubai, United Arab Emirates, December 7, 2022 – Avaya (NYSE:AVYA), a global leader in solutions to improve and simplify communication and collaboration, today announced that it has been named a leader in The Aragon Research Globe™ for the fourth consecutive year Intelligent Contact Centers (ICC) 2022 for the Avaya Experience Platform™.

According to a report authored by Aragon Research CEO and Principal Analyst Jim Lundy, Avaya’s AI-powered multi-cloud Experience Platform offers a full UCC platform that “enables organizations to create and deliver instant experiences” and “has one of the largest contact center installed bases, which offers private, public and hybrid cloud.” The report also states that Avaya’s contact center solution is designed to “provide the core, rich capabilities needed to meet sophisticated customer needs while offering organizations the speed and flexibility to innovate and change to request”.

Delivering better customer and employee experiences is a critical requirement for the contact center in many businesses, regardless of their deployment approach. Aragon Research predicts that next year will be the year of greater personalization offered through data platforms such as CRM, and by 2024, 55 percent of contact center providers will enable the development of an enhanced customer profile to deliver a more personalized customer experience. .1 The Avaya Experience Platform enables organizations to:

• Connect all touchpoints in the customer journey – including voice, video, chat, messaging and social – while leveraging AI, insights, knowledge and resources from across the organization to maximize performance and experiences.
• Deliver holistic, personalized customer and employee experiences through alignment of processes, functions and resources.
• Enable an intelligent customer journey that empowers agents to deliver relevant experiences and faster resolution.
• Facilitate advanced, self-service opportunities with dynamic knowledge management capabilities for agents, customers and bots to find the information they need to resolve queries.
• Increase workforce engagement with tools to motivate, empower and mentor employees from recruitment to retention.
• Optimize every environment with real-time reports and statistics.

As per Lundy, in a wise contact place, associations not just know individuals who are calling them, however they figure out the necessities of the purchaser or client in need

“Avaya is leveraging its combined strengths in intelligent contact center and unified communications and collaboration (UC&C) to offer customers choice when it comes to the cloud – including hybrid cloud,” said Jim Lundy, CEO and principal analyst at Aragon Research.

“Contact centers must evolve and innovate in this rapidly changing environment where customer expectations are constantly rising,” said Tim Sherwood, vice president of product and offering management at Avaya. “Customers want their interactions with companies to happen on their own terms – when and how they choose – with the same level of service. The Avaya Experience Platform enables users to provide easy interactions and deliver different cloud deployment models to their customers from almost anywhere.”

The Aragon Research Globe is a market assessment tool that graphically displays Aragon Research’s assessment of a specific market and its component suppliers. Aragon Research examined 15 major providers in the market, which focuses on all forms of collaboration and communication, based on its three dimensions, which allow a comparative assessment of participants in a given market. “Leaders” are said to have comprehensive strategies that are aligned with industry direction and market demand and work effectively against those strategies.

Additional Resources

• View the Aragon Research Globe™ for Intelligent Contact Centers (ICC) 2022 report.
• Browse our e-book, A Day in The Life of Your Contact Center.
• Learn from our study that in order to elevate customer experience, companies need total experience.
• Read our Inner Circle Guide to Next-Generation Customer Contact.
• Read our blog, Contact Center Automation: How it Improves Customer and Employee Experiences.

Aragon Research does not endorse the vendors or their products or services referenced in its research publications and does not recommend that users select those vendors with the highest ratings. Aragon Research publications consist of the opinions of Aragon Research and Advisory Services and should not be construed as statements of fact. Aragon Research provides its research publications and the information contained therein “AS IS” without warranty of any kind.

About Avaya

Businesses are built on the experiences they deliver, and Avaya Holdings Corp. delivers millions of those experiences every day. (NYSE: AVYA). Avaya is shaping what’s next for the future of work with innovations and partnerships that deliver game-changing business benefits. Our cloud-based communications solutions and multi-cloud application ecosystem empower personalized, intelligent and easy customer and employee experiences that help achieve strategic ambitions and desired outcomes. Together, we’re committed to helping grow your business by delivering experiences that matter. Learn more at http://www.avaya.com.

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Source: Avaya Newsroom