#contactcenterworld, @Avaya, @aragonresearch1
Raleigh-Durham, NC, USA, July, 2021 -- Avaya (NYSE:AVYA), a global provider in solutions to enhance and simplify communications and collaboration, announced it has been named a Leader in The Aragon Research Globe for Intelligent Contact Centers (ICC) 2021.
According to the report1, authored by Aragon Research CEO and Lead Analyst Jim Lundy, Avaya "has continued to execute in both Contact Center and Unified Communications and Collaboration offerings. Avaya has one of the largest contact center installed bases, offering private, public, and hybrid cloud." The report goes on to note Avaya’s portfolio, which includes Avaya OneCloud CCaaS, an AI-powered, multi-cloud, experience platform "enables organizations to create and deliver in-the-moment experiences" and is designed to "meet sophisticated customer needs, whilst offering organizations the speed and agility to innovate and change on demand."
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Improving the quality of experiences throughout the customer journey has become among the most important differentiators and a competitive advantage for many businesses. Aragon Research predicts that by 2022, AI-based contact centers will be able to identify the most important issue a customer is facing 50 percent faster than traditional approaches.1 Avaya OneCloud™ CCaaS empowers organizations to create customer experience centers that deliver exceptional experiences by easily expanding digital capabilities and effectively leveraging the power of cloud, AI, and IOT.
"The Intelligent Contact Center is real, and enterprises will need to make decisions about staying with or migrating away from their existing CC provider," said Jim Lundy, CEO and Lead Analyst, Aragon Research. "The reason is simple—it is about innovation and providing better customer experiences. Avaya applies innovation to the customer journey and is positioned well to meet enterprise needs for an ICC provider."
"Businesses today face unique challenges when it comes to creating effortless customer experiences," said Anthony Bartolo, Executive Vice President and Chief Product Officer, Avaya. "Customers want to be able to interact with companies in their own way, on their own time and across multiple platforms. They want the freedom to call one minute, and text or chat the next without any change in the level of service they receive. Avaya OneCloud CCaaS enables users to build a winning brand by providing effortless interactions and a consistently exceptional experiences for their customers in any deployment model from anywhere."
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 Aragon Research:
Aragon 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.
Published: Tuesday, July 20, 2021
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