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News : Avaya Named a Top 5 CCaaS Provider By Ventana Research in 2021 Contact Center in the Cloud Value Index

#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.

"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."

#contactcenterworld, @Avaya, @ventanaresearch

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 Ventana Research:
Company LogoVentana 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.
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Today's Tip of the Day - Call-backs

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

Published: Tuesday, May 18, 2021

Printer Friendly Version Printer friendly version

2024 Buyers Guide Computer Telephony Integration

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
AMC Technology

DaVinci
DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.

3.) 
IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.

4.) 
PhoneIQ

PhoneIQ
What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.

Best For
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.

5.) 
PRILINK

Easy Contact Center Traffic Analytics (Ec2Traffic)
Prilink Ec2Traffic provides network traffic analytics (NTA) for Internet, SIP Trunk and WebRTC traffic for on-premises and cloud Contact Centers.

Ec2Traffic analyzes network layer 2 to 4, RTP and SRTP packet loss and SIP protocols in real-time from the demarcation point or network edge, generating NTA metadata and requires little telemetry bandwidth.

Ec2Traffic provides:

- Year-round NTA metadata

- Daily CSV files upload to Customer business applications

- Capture packet to Wireshark for Deep Packet Inspection (DPI)

- detect traffic anomalies

- and more ....

6.) 
The Primas Group

Primas CX
Primas CX is a CTI-based contact center enhancement suite that takes your contact center software to the next level.
It provides a set of tools that every contact center needs, over and above their vendor features.

*Advanced Call Back in Queue & SMS in Queue
*Agent Screen Pop
*Chatbot Automation
*Welcome Back Greeting
*Post Contact Survey
*Dropped Call Reconnect
*Digital Front Door & Many more

As a Vendor Agnostic ISV, we pride ourselves on delivering the best COTS & Custom solutions for any contact center in any industry.


 

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