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News : Avaya Named A ‘Leader’ in the 2022 Aragon Research Globe for UC&C

#contactcenterworld, @Avaya, @aragonresearch1

Raleigh & Durham, NC, USA, Oct, 2022 -- Avaya (NYSE: AVYA), a global provider in solutions to enhance and simplify communications and collaboration, announced it has been identified as a Leader in The Aragon Research Globe™ for Unified Communications and Collaboration UC&C, 2022. The evaluation was based on completeness of strategy and performance. Avaya’s all-in-one solution for seamless communications and integration with other business apps enables businesses to take customer and employee experiences to a new level.

The report, authored by Aragon Research lead analyst Jim Lundy, clearly lays out the reasons for the growing demand for UC&C: "Communication and collaboration platforms have continued to evolve in the post-COVID era. Video conferencing continues to be one of the most sought-after capabilities for business teams. Team collaboration is also poised to overtake e-mail as more and more enterprises realize that real-time messaging for remote workers is a winner. The key for enterprises is the need for an integrated UC&C stack that can work with and integrate with other enterprise applications."

We believe Avaya’s ability to deliver cloud, on-premises, and hybrid cloud offerings, enterprises have significant choices to meet their needs.

According to Lundy, "The hybrid work era we are in now means that communications and collaboration capabilities are more vital than ever. While video and chat continue to challenge voice and email for the most used modality, the key focus needs to be on the ability to offer multiple communication capabilities and not force users to switch apps constantly. Enterprises should look to standardize around 1-2 key UC&C providers to ensure both redundancy and global availability."

"Today, organizations want to address customer and employee needs by offering advanced features and capabilities without causing the disruption through ripping and replacing in order to safeguard the stability of their operations," said Todd Zerbe, Senior Vice President of Engineering, Avaya. "Through Avaya’s innovation model, we can meet customers where they are now in their deployments with cloud, on-premises, and hybrid offerings that fit their specific needs."

#contactcenterworld, @Avaya, @aragonresearch1

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com


About Avaya:
Company LogoAvaya 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.
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About Aragon Research:
Company LogoAragon Research delivers high-impact visual research, consulting, and advisory services to provide enterprises the insight they need to make better technology and strategy decisions. Aragon Research serves business and IT leaders and has a proven team of veteran analysts.
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Today's Tip of the Day - Comprehensive Back-Up Plan

Read today's tip or listen to it on podcast.

Published: Tuesday, November 1, 2022

Printer Friendly Version Printer friendly version

2023 Buyers Guide Call Routing Optimization

 
1.) 
Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.

2.) 
Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.

3.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
 

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