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#contactcenterworld, @Avaya, @ventanaresearch
Raleigh-Durham, NC, USA, May, 2021 -- Avaya (NYSE: AVYA), a global provider in solutions to enhance and simplify communications and collaboration, announced it has been classified as an Innovative Vendor and a Value Index Leader in the Capability category, and ranked among the top five CCaaS providers overall in the Ventana Research ‘2021 Value Index for Contact Center in the Cloud.’ Avaya OneCloud™ CCaaS is an AI-powered contact center solution that enables agents, at organizations around the world, to deliver exceptional customer experiences that build brand loyalty and drive business growth.
The 2021 Value Index for Contact Center in the Cloud identifies the companies that deliver the highest value based on an overall weighted evaluation and the rating of the vendor for product and customer experience. According to the report, Avaya ‘shows how they continue to meet a broader range of enterprise requirements with feature sets geared toward omnichannel interaction handling, channels and performance, with analytics that target the enterprise customer needs.’ Ventana Research highlighted Avaya’s investment, innovation and comprehensive approach to contact center solutions, providing the company with their highest ranking in the Capability category.
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"Avaya is creating the future of customer experience with a OneCloud CCaaS solution that deliver game-changing business benefits," said Anthony Bartolo, Executive Vice President and Chief Product Officer, Avaya. "A contact center focused on being able to compose customer journeys bolsters brand preference through consistent, frictionless experiences. Our cloud communications solutions and multi-cloud application ecosystem power personalized, intelligent, and effortless customer and employee experiences to help achieve strategic ambitions and desired outcomes. We’re excited to be identified as an Innovative Leader and Capability Value Index Leader in the 2021 Value Index for Contact Center in the Cloud, and we look forward to further enabling our customers’ success by driving continual innovation for experiences that matter."
"The contact center industry is in the midst of a historic shift to utilizing cloud computing," says Keith Dawson, Vice President and Research Director of Customer Experience, Ventana Research. "Organizations and those in the contact center should know that cloud-based platforms represent the cutting edge of innovation and development. Avaya is a longstanding contact center provider from on-premise to now cloud computing. Its reenergized commitment and efforts to the contact center were clear in the assessment and resulting ranking in many of the categories. We’re excited to see Avaya’s continued growth and commitment to the customer experience journey for their customers."
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 Ventana Research:
Ventana Research is a benchmark research and advisory services firm. They provide guidance to help organizations manage and optimize performance. Ventana Research focuses on business and technology trends and best practices that maximize organizations’ potential to perform while reducing the time, cost and risk and still achieve optimal outcomes.
Published: Tuesday, May 18, 2021
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