News : Avaya Rated as a 'Strong Positive' by Gartner
Santa Clara, CA, United States, July 9, 2014 -- Avaya, Inc. announced that it has received a Strong Positive rating for its Avaya Aura Experience Portal in the 2014 Gartner MarketScope for IVR Systems and Enterprise Voice Portals.
The rating, which has improved from last year's Gartner report, follows the recent positioning of Avaya as a leader in the 2014 Gartner Magic Quadrant for Contact Center Infrastructure.**
The Gartner MarketScope report for IVR and Enterprise Voice Portals particularly focuses on the support these systems provide as self-service channels through which customers call into a company, saying these technologies are valuable for increasing return on contact center investments and personalization of the customer experience. While viewed as a mature market, Gartner sees the impact of cloud, omni-channel and mobility as revitalizing market interest:
"Furthermore, the introduction and deployment of cloud IVR combined with a growing interest in omni-channel multimodal applications that run equally well on desktop and mobile are injecting new life into the IVR market, and generating new self-service solutions."
Posted by Veronica Silva Cusi, news correspondent
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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.
Gartner, Inc. is a research and advisory firm that helps more than 10,000 clients leverage technology to achieve business success. Gartner’s businesses consist of Research, Consulting, Measurement, Events and Executive Programs. Founded in 1979, Gartner has over 3,800 associates, including approximately 1,000 research analysts and consultants, in more than 75 locations worldwide.
Published: Thursday, July 10, 2014