Avaya Holdings Corp. (NYSE:AVYA) announced the company is positioned as a Leader in the 2018 Gartner Magic Quadrant for Contact Center Infrastructure, Worldwide, marking the 17th time that Avaya has been in the position. Companies in the Leaders quadrant of the Gartner Magic Quadrant are defined as “companies that execute well against their current vision and are well positioned for tomorrow”.
“Companies that prioritize the Customer Experience generally demonstrate a higher rate of revenue growth,” said Jim Chirico, president and CEO, Avaya. “The key to ensuring a quality experience in this digital age is to start with a robust, flexible infrastructure that enables the company to manage all aspects of the customer experience and serves them well into the future. Companies continue to rely on Avaya to enable their digital transformation, which is why we feel that no one in our industry has demonstrated the history of leadership, vision and execution that Avaya has achieved, highlighted by this most recent recognition as Leader in the Gartner Magic Quadrant.”
Companies in over 150 countries around the world choose Avaya contact center solutions to transform their customer service and support operations, including Alorica, Eletropaulo, Exelon, Florius, Liberty Mutual, Yanfeng Automotive Interior Systems and others. Avaya’s comprehensive, end-to-end portfolio helps drive digital transformation by providing the secure, flexible foundation to power seamless self and assisted service over any channel, the ability to create and integrate applications in house, from Avaya or other third parties, and the workforce management tools to ensure continuous improvement. Avaya believes the portfolio addresses the Customer Experience Priorities in 2018 identified in a Gartner report
“Across a range of CX improvement projects, personalization, Voice of the Customer (VoC), metrics and multichannel-related projects will be the highest priority activities in 2018.”
Avaya’s flagship contact center offering, Avaya Oceana™, enables omnichannel capabilities for a personalized, multi-touch customer experience, a context-rich agent environment and seamless interactions and handoffs between mobile, self, and live service. Avaya Analytics delivers powerful, real-time and historical analysis and visualization of the customer journey. In addition, Avaya Breeze enables rapid development and integration of customized or pre-built applications – known as Avaya Snap-Ins – from Avaya and third-party developers. Avaya Workforce Optimization solutions enable companies to record the voice of the customer, analyze, and evaluate employee performance and deliver coaching to improve the customer experience.
Throughout the year, Avaya continued to advance its contact center portfolio with a number of strategic moves and innovative solutions: Offering Avaya Contact Center solutions as cloud, hybrid, or on-premises deployments – including Avaya Oceana; acquiring Spoken Communications for CCaaS for large enterprises; announcing the Avaya Mobile Experience – a unique offering that enables contact centers to identify incoming calls from mobile devices and optimize the customer experience for the device; and a strategic partnership with Afiniti to incorporate behavioral pairing into Avaya contact center routing. In addition, Avaya Ava – the company’s virtual customer assistant — made her debut equipped with natural language processing, machine learning, and innovative analytics to enable effortless customer engagement through social media and messaging platforms.
The 2018 report on the Magic Quadrant for Contact Center Infrastructure, Worldwide, evaluated 11 different contact center infrastructure vendors on completeness of vision and ability to execute. Gartner then positions companies within one of four quadrants: Visionaries, Niche Players, Challengers, and Leaders. Gartner defines contact center infrastructure (“CCI”) as “the products (equipment, software, and services) needed to operate call centers for telephony support and contact centers for multichannel support. A third deployment option for CCI is as a core component of customer engagement centers, in which functionality is tightly integrated with CRM and social media channels to give a ’single view of the customer’ across all touchpoints”.
1.Gartner, “Magic Quadrant for Contact Center Infrastructure, Worldwide” Drew Kraus, Steve Blood, Simon Harrison, 17 May 2018.
2.Gartner, “Customer Experience 2018 Benchmarks: Turning Return on Investment Into Reality,” Nick Ingelbrecht, Ed Thompson, Olive Huang, Melissa Davis, Julie A. Meyer, 4 May 2018.