Avaya Receives Frost & Sullivan's 2017 Market Leadership Award
Santa Clara, CA, USA, Dec, 2017 -- Avaya announced it has received the Frost & Sullivan 2017 Market Leadership Award for Contact Center Systems in North America. The award was given to Avaya for its leadership and customer service as well as the strategic product development and technological innovation of its Customer Engagement Solutions portfolio, following an extensive, independent evaluation against a number of criteria.
The Frost & Sullivan report identified the challenges companies have faced in adapting their customer service strategies to ever-changing business environments, demographics, and technological developments. Customer expectations of an omnichannel experience today need to combine a variety of channels -- including social, mobile, online self and assisted service -- with efficient data capture, analysis and access, plus integrate with multiple business and communications applications to deliver a seamless customer journey. Further, businesses can be at any stage of developing an omnichannel strategy, housing a wide range of systems and applications of various age and capacity to bring in new capabilities.
According to Frost & Sullivan, the ability to bring companies forward from any stage is one of the reasons why Avaya has been in a leadership position for years:
"As the call center went through the evolution from its initial core systems, i.e. ACD and IVR, Avaya has acted as a trusted partner to its growing installed base, by being attuned to the needs of customers and consumers alike, no matter where they are in the journey from point solutions to digital transformation. Integration of disparate applications is a critical success factor for companies achieving omnichannel excellence. Avaya assists customers, during any part of this transformation, by providing the building blocks they need to get there."
In its conclusion for the award, Frost & Sullivan said:
"Avaya remains a stalwart leader in customer contact, with an enviable portfolio of products and partner offers, backed by solid consulting and professional services support. Avaya has achieved a leadership position in the Contact Center Systems market, with a market share of 17.4%. With its strong overall performance and Frost & Sullivan is proud to present to Avaya, the 2017 Market Leadership Award for Contact Center Systems in North America."
"Avaya works closely with our customers to understand the evolution of the customer journey from multiple points of view. While the end customer experience is critical, we can deliver even more business value by understanding how agents, sales and marketing and IT, as well as market and business dynamics, contribute to that experience. This holistic approach places us light years beyond the pop-up providers with limited life spans or the ability to scale their solutions. This is why we are so very pleased that Frost & Sullivan has once again recognized Avaya's leadership in contact center solutions."
Laurent Philonenko, SVP and GM, Solutions and Technology, Avaya
Posted by Veronica Silva Cusi, news correspondent
Date Posted: Tuesday, December 12, 2017
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