Santa Clara, CA, USA, Aug 22, 2017 -- Avaya announced that it has received the 2017 North American Customer Value Leadership Award in Contact Routing from industry analyst firm Frost & Sullivan. This award, the result of an extensive evaluation against a number of benchmarking criteria, represents Avaya's leadership and innovation as a supplier of contact center routing technologies through its Customer Engagement portfolio.
In the report, Frost & Sullivan noted a number of challenges that businesses face in providing customer service. These include the complexity of purchasing goods and services and the use of multiple purchasing channels (mobile, online, email, voice, and in-store). Busy customers also have low tolerance for inefficient service, such as long wait times, multiple transfers, and the need to repeat information when moving between channels and personnel. The bottom line is that customers expect excellent service.
When it comes to selecting the technologies to provide customer service, the analyst firm writes:
"… companies seek high value from contact center routing solutions. The applications must work flawlessly, be flexible and scalable, and be easily integrated with companies' existing technologies. The solutions must be feature-rich and a half-step-ahead innovation-wise of where companies are going with their customer engagement strategies. Finally, the routing solution vendors…must have the financial resources and a deep understanding of companies' needs and direction, based on their market experience."
In its conclusion, Frost & Sullivan said:
"Avaya has long been the leader in developing innovative, reliable, and scalable contact routing solutions. Staying one-half step of the market, Avaya has been moving its products from predominantly voice, hardware, and on-premises delivered to automated and live agent omni-channel, software-based, and available in the cloud. Recognizing that customer service does not always mean contact centers, Avaya enables customers to connect with WAHAs [work at home agents], SMEs [subject matter experts], and with other employees. Finally, Avaya has been taking on the necessary financial steps to provide the resources with which to build on its product lines, thereby providing greater value to its customers."
"The challenges that companies face with customer experience have risen to the executive level, which is why it's the leading factor driving digital transformation. These challenges are unlikely to abate in their entirety, but will evolve to reflect changing trends and customer expectations. Likewise, the sophistication of contact routing will evolve as well. As a result, Avaya will continue to deliver the unparalleled contact routing technology that transforms the customer journey and drives loyalty, growth and profitability, while providing the best possible customer experiences."
Gary E. Barnett, SVP and GM, Avaya Engagement Solutions
#contactcenterworld, @Avaya, @Frost_Sullivan
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 Frost & Sullivan:
Frost & Sullivan, the Growth Partnership Company, works in collaboration with clients to leverage visionary innovation that addresses the global challenges and related growth opportunities that will make or break today's market participants. For more than 50 years, we have been developing growth strategies for the global 1000, emerging businesses, the public sector and the investment community. Is your organization prepared for the next profound wave of industry convergence, disruptive technologies, increasing competitive intensity, Mega Trends, breakthrough best practices, changing customer dynamics and emerging economies?
Published: Thursday, August 24, 2017
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