Santa Clara, CA, USA, July 9, 2020 -- Avaya (NYSE:AVYA), a global provider in solutions to enhance and simplify communications and collaboration, announced it has been included as a Leader in ‘The Aragon Research Globe™ for Intelligent Contact Center 2020’.
According to the report1, authored by Aragon Research CEO and Lead Analyst Jim Lundy, "The contact center market is evolving to address changes in customer expectations and more stringent enterprise requirements, and Avaya is at the forefront of applying innovation to the customer journey, including its application of emerging AI technologies."
Avaya’s extensive AI capabilities were specifically recognized, both native and through partnerships like its integration of Google Contact Center AI, for improving the customer experience and anticipating customer needs. "Avaya’s expertise enables customers to integrate new capabilities in the speech technology and AI-enabled customer engagement market," Lundy added. "Avaya has one of the largest install bases of contact center deployments, offering private, public, and hybrid cloud, and it has continued to push the envelope."
"Avaya’s Contact Center solutions enable our users to build a winning brand by providing effortless interactions and a consistently exceptional experience for their customers in any deployment model from anywhere across the globe," said Anthony Bartolo, Executive Vice President and Chief Product Officer, Avaya, "An intelligent contact center bolsters brand preference through consistent, frictionless experiences, and we are committed to helping organizations enhance business outcomes by improving the customer journey. On any given day, millions of people are engaging with an Avaya contact center, and they probably don’t realize it. We’re excited to be identified as a Leader in the Aragon Research Globe for Intelligent Contact Center and we look forward to continue enabling our customers’ success by driving continual innovation for experiences that matter."
The Aragon Research Globe is a market evaluation tool that graphically depicts Aragon Research’s evaluation of a specific market and its component vendors. Aragon Research examined the major providers in the industry based on its three dimensions of analysis: strategy, performance, and reach. "Leaders" are noted as having comprehensive strategies that align with industry direction and market demand, and perform effectively against those strategies. To be named a "Leader," companies must demonstrate comprehensive strategies that align with industry direction and market demand, and effectively perform against those strategies.
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: Friday, July 10, 2020
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