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News : Avaya Receives Customer Value Leadership Award From Frost & Sullivan

#contactcenterworld, @Avaya, @Frost_Sullivan

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.

#contactcenterworld, @Avaya, @Frost_Sullivan

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com


About Avaya:
Company LogoAvaya 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.
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About Frost & Sullivan:
Company LogoFrost & 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?
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Today's Tip of the Day - Training Sweetener

Read today's tip or listen to it on podcast.

Published: Thursday, December 12, 2019

Printer Friendly Version Printer friendly version

2021 Buyers Guide Recruitment Products/Services

 
1.) 
MainTrax

HireTrax
HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.
PH: 612-817-4090

2.) 
Orion Learning Services Inc.

Assessments for Recruitment, Talent Management, Succession Planning
Looking for assessment tools to help you recruit faster, better and more accurately?

Orion Learning offers a full suite of assessment tools designed to target and report on candidate potential. Our tools are used for recruitment, talent management, succession planning and coaching/mentoring. All of the tools are delivered online and the reports are available online and will provide you with an amazing view of the candidate/individual's potential, interview questions, coaching/mentoring steps and much more.

If you're looking to find the candidate/individual with the highest potential, call Orion today!
PH: 1-416-992-5158

3.) 
Vads

VADS Recruitment Services
VADS Indonesia provides a recruitment process with strict selection with various requirements according to client needs. VADS Indonesia also has a database of trained candidates so that it can meet the agent needs quickly and in large numbers.
PH: 0217991445

4.) 
SalesMatch Ltd

Contact Centre Behavioural Assessments
SalesMatch is an intelligent web based sales and contact centre behavioural assessment platform. It is based on the well known, tried and tested DISC psychometric theory, used by thousands of organisations round the world.

- Reduces Agent Attrition - By selecting the right agent for the role
- Increases Performance - By matching the character profile to the task
- Reduces Time Off - A well matched profile to the role reduced work
stress
- Reduces Recruitment Costs - By early identification of the right candidates

Putting the right person in the job role has become the key focus in the drive...
(read more)
PH: +44 1983 303011

5.) 
TactiCall Recruitment Services

TactiCall Recruitment Services
Permanent Placement
Temporary / Labour Hire / Contingent and Contract Hire
Recruitment Consulting Services
Assessment Centre Design and Facilitation
PH: 07 3831 6333
 

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