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News : Avaya Positioned by Aragon Research as a Leader in Intelligent Contact Center Solutions

#contactcenterworld, @Avaya, @aragonresearch1

Morristown, NJ, USA, Jan 16, 2024 - Avaya, a global provider in customer experience solutions, announced it has been named for the fifth consecutive year as a Leader in The Aragon Research Globe™ for Intelligent Contact Centers (ICC) 2024, for the Avaya Experience Platform™ with AI transforming the contact center powering virtual agents and enhancing the customer experience.

According to the report1, authored by Aragon Research CEO and Lead Analyst Jim Lundy, while demand for the modern contact center is here, the race has only just begun for intelligence within it. "Contact centers have become not only cost centers but experience centers with AI becoming one of the primary technologies to enable better experiences through the use of GenAI," said Lundy.

AI is increasingly being leveraged in the contact center with GenAI being used to build virtual agents, some of whom are working alongside human agents to provide call assistance. "Avaya’s API-first strategy enables us to bolster connectivity with third-party applications such as those used to build virtual agents while paving the way for a more integrated and flexible ecosystem and delivering an enhanced customer experience," said Jay Patel, Global Vice President of Product Management, Avaya.

"Avaya’s multi-cloud approach, reinvigorated leadership team, and refreshed products make the company one to watch," said Jim Lundy, CEO and Founder,

#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 - Using Predictive Dialers

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

Published: Wednesday, January 17, 2024

Printer Friendly Version Printer friendly version

2024 Buyers Guide Payment Services

 
1.) 
Eckoh

CallGuard, ChatGuard,
Securing payments for on-premise or remote agents for telephone, IVR, web, mobile, Chat and Chatbot.

A patented technology that is flexible way to take secure, PCI DSS compliant payments via live agents over the telephone, web, Chat, Chatbot, or IVR. No sensitive data enters the contact centre environment so, agents do not see, hear, store or record any card or personal details.

CallGuard can be deployed in various ways to fit the way your contact centre works. The solution can de-scope all, or parts, of your contact centre from the scope of PCI DSS compliance and works just as well for on-premise or home/remote working agents.

ChatGuard makes payments in Chat PCI DSS compliant and...
(read more)

2.) 
PayGuard

PayGuard®
Award-winning PCI compliance phone and multi-channel payment application.

PayGuard® is easy to deploy, very easy for agent to use from the office/contact centre or from home and is affordable.
 

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