#contactcenterworld, @Avaya, @theventanagroup

Raleigh-Durham, NC, USA, Jan 25, 2022 -- Avaya (NYSE: AVYA), a global provider in solutions to enhance customer experience and simplify communications and collaboration, announced it has been rated an ‘Exemplary Vendor’ and a Value Index Leader in the Ventana Research ‘Agent Management Value Index 2022 Vendor and Product Assessment.’ Avaya OneCloud™ CCaaS helps organizations deliver experiences for their customers and employees at every touchpoint by making it easy to connect everything – voice, video, chat, messaging, and more – and by bringing together teams, resources, and insights to maximize contact center performance and experiences.

The 2022 Value Index for Agent Management identifies the vendors 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 report1, in addition to being categorized as an Exemplary Vendor, Ventana Research ranked Avaya second in Customer Experience and as a Value Index Leader in Validation and Total Cost of Ownership (TCO) and Return on Investment (ROI).

To compete in today’s experience economy – where customers make purchase and brand decisions on how organizations make them feel – it is critical for organizations to deliver a Total Experience. Creating a Total Experience challenges organizations to think about the entire customer and employee journey – requiring them to build strategy, technology capability, and innovation frameworks holistically. Developing an end-to-end experience is essential for organizations to deliver a Total Experience, which becomes the intersection of Customer, Employee, User, and Multiexperience. 

Avaya OneCloud CCaaS helps organizations create a Total Experience using an expansive variety of agent and supervisor tools to help employees perform to their fullest and deliver experiences that matter.

"Today customers are more demanding than ever with expectations continually changing and evolving," said Todd Zerbe, Senior Vice President of Engineering, Avaya. ?"It is essential for organizations to provide employees with the tools and information they need to ‘wow’ customers at every step of the journey.? By doing so, it helps build the customer loyalty and brand advocacy needed to compete in the experience economy.?"

Keith Dawson, Vice President and Research Director of Customer Experience, Ventana Research, said, "Avaya OneCloud CCaaS provides an excellent range of capabilities to motivate, empower, and mentor an organization’s employees from recruitment to retention, enabling that organization to deliver an outstanding experience for its own customers and employees."

#contactcenterworld, @Avaya, @theventanagroup

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