Santa Clara, CA, USA, Dec 11, 2019 -- Avaya Holdings Corp. (NYSE:AVYA) announced it has been awarded with Frost & Sullivan’s 2019 Customer Value Leadership Award for Customer Journey Intelligence, recognizing the advanced AI and other Customer Journey Intelligence innovations that have been built into Avaya’s broad, industry-leading portfolio of customer and employee engagement solutions.
Frost & Sullivan also recognized Avaya’s success in enhancing contact center agent’s ability to get the right information at the right time to deliver powerful business outcomes for its customers.
In response to changes in consumer behavior, the contact center industry seeks to adopt new technology at an increasingly rapid pace. Businesses today struggle to glean actionable intelligence from their various customer interactions and use that intelligence to better meet and even anticipate customer needs, whether through self-service or live agent assist, and to similarly assist agents across channels.
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"In an everchanging landscape where customer experience is a differentiator for brands, we are honored to be recognized for our commitment to enhancing and helping to create meaningful experiences that matter for our clients," said Chris McGugan, CTO, Avaya. "This achievement highlights Avaya’s ongoing investment and leadership in applying AI to improve customer experience with more personalized, intelligent and insightful interactions. We plan to continue to deliver Customer Journey Intelligence to our clients through the strength of our product portfolio, strategic partnerships and commitment to innovation."
According to Frost & Sullivan, Avaya understands that there are numerous places where new technology can have a significant impact on customer experience from the first point of contact a customer has with a business through the complex landscape of a multi-stage customer journey. Avaya’s customer experience intelligence is highlighted in recent AI portfolio enhancements, which include real-time agent scripting and new call flow scripting capability that enables call flows to be defined in real-time for both inbound and outbound calls, providing contact center agents with on-screen, step-by-step guidance throughout the customer interaction.
"Avaya was an early pioneer in the use of AI technologies to enrich contact center applications and in the development of analytics that enable companies to track solution and employee performance as well as customer interactions," said Nancy Jamison, Principal Analyst, Frost & Sullivan. "Frost & Sullivan believes that this rich history of funding innovation and its experience in the contact center market helps enable Avaya to effectively help customers differentiate customer experience. Customer journey intelligence encompasses both the customer and agent experience and comes from mining knowledge from the data generated from customer interactions as well as providing the right information back to customers and agents at the point of need to improve the experience. Avaya has a clear understanding of the impact new technology can have on customer experience and in utilizing technology to infuse intelligence into the customer journey."
Frost & Sullivan's Best Practices Awards are presented each year to companies that are predicted to encourage significant growth in their industries, have identified emerging trends before they became a marketplace standard, and have created advanced technologies that will catalyze and transform industries in the near future.
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, December 12, 2019
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