Santa Clara, CA, USA, July 2, 2020 -- Based on its recent analysis of the North American workforce engagement management (WEM) market, Frost & Sullivan recognizes Avaya Holdings Corp. (NYSE:AVYA), a global provider in solutions to enhance and simplify communications and collaboration, with the 2020 North American Growth Innovation Leadership Frost Radar Award. The Avaya OneCloud contact center-as-a-service (CCaaS) portfolio provides customer and workforce engagement solutions supplemented by capabilities such as artificial intelligence (AI)-infused bots, predictive routing, real-time sentiment analysis, and agent guidance. These capabilities connect all touch points across the customer journey including voice, video, chat, messaging, social, and screen.
"Avaya's capabilities can intelligently transition customer needs from self-service AI to human interaction and deliver a personalized journey across the entire organization, from front- to back-office, for superior CX," said Nancy Jamison, industry director. "Its developer tools and APIs allow in-house and partner developer communities to innovate and integrate applications. Some of its notable AI- and mobility-based products include Avaya Conversational Intelligence, Avaya Mobile Experience, Avaya Mobile Identity, and Avaya AI Routing."
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"In an evolving economy where experience is a differentiator for brands, we are honored to be recognized for our commitment to enhancing customer and employee experiences for our clients," said Anthony Bartolo, Avaya executive vice president and chief product officer. "Avaya continues it's ongoing investment in customer-led innovation and expanding our ecosystem of technology partners that work with us to deliver a robust portfolio of customer engagement, workforce engagement management and workforce optimization solutions. This award helps highlight that in a sea of contact center providers, Avaya is far differentiated by our breadth of WEM solutions and experience, over anyone else in the field."
"Avaya's WEM cloud delivery and subscription models are well-suited to both mid-market and large enterprises. Overall, it is set to lead the industry with a converged UC and contact center platform that can redefine WFO for unique CX and EX, even beyond contact centers," noted Jamison. "Strong partnerships and substantial investments in R&D have positioned Avaya for notable growth in 2020."
The Growth Innovation Leadership (GIL) best practice is bestowed upon companies that are market leaders that are at the forefront of innovation. These companies consolidate or grow their leadership position by continuously innovating and creating new products and solutions that serve the evolving needs of the customer base. These companies are also best positioned to expand the market by strategically broadening their product portfolio.
Posted by Veronica Silva Cusi, news correspondent
Avaya is a recognized innovator, leading business communications for the digital age. Avaya delivers smart global solutions and technologies for customer and team engagement, unified communications and collaboration, contact center and customer experience management, and networking. We provide related services to large enterprises, midmarket companies, small businesses, and government organizations around the world.
About Frost & Sullivan:
Frost & Sullivan, the Growth Partnership Company, works in collaboration with clients to leverage visionary innovation that addresses the global challenges and related growth opportunities that will make or break today's market participants. For more than 50 years, we have been developing growth strategies for the global 1000, emerging businesses, the public sector and the investment community. Is your organization prepared for the next profound wave of industry convergence, disruptive technologies, increasing competitive intensity, Mega Trends, breakthrough best practices, changing customer dynamics and emerging economies?
Published: Friday, July 3, 2020
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