Avaya has been hailed a Leader in The Aragon Research Globe for Intelligent Contact Centers (ICC) 2021.
According to the report, authored by Aragon Research CEO and Lead Analyst Jim Lundy, Avaya “has continued to execute in both Contact Center and Unified Communications and Collaboration offerings. Avaya has one of the largest contact center installed bases, offering private, public, and hybrid cloud.”
The report goes on to note Avaya’s portfolio, which includes Avaya OneCloud CCaaS, an AI-powered, multi-cloud, experience platform “enables organizations to create and deliver in-the-moment experiences” and is designed to “meet sophisticated customer needs, whilst offering organizations the speed and agility to innovate and change on demand.”
Improving the quality of experiences throughout the customer journey has become among the most important differentiators and a competitive advantage for many businesses. Aragon Research predicts that by 2022, AI-based contact centres will be able to identify the most important issue a customer is facing 50 percent faster than traditional approaches.
Avaya OneCloud™ CCaaS empowers organizations to create customer experience centres that deliver exceptional experiences by easily expanding digital capabilities and effectively leveraging the power of cloud, AI, and IOT.
Lundy said: “The Intelligent Contact Center is real, and enterprises will need to make decisions about staying with or migrating away from their existing CC provider.
“The reason is simple—it is about innovation and providing better customer experiences. Avaya applies innovation to the customer journey and is positioned well to meet enterprise needs for an ICC provider."
Anthony Bartolo, Executive Vice President and Chief Product Officer, Avaya, added: “Businesses today face unique challenges when it comes to creating effortless customer experiences.
“Customers want to be able to interact with companies in their own way, on their own time and across multiple platforms. They want the freedom to call one minute, and text or chat the next without any change in the level of service they receive. Avaya OneCloud CCaaS enables users to build a winning brand by providing effortless interactions and a consistently exceptional experiences for their customers in any deployment model from anywhere.”
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 15 major providers in a market that focuses on all forms of collaboration and communication based on its three dimensions that enable comparative evaluation of the participants in a given market.
