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Avaya Placed in the Leaders Quadrant of Magic Quadrant Report for IVR Systems and Enterprise Voice Portals

01-31-2007

Avaya announced it has been placed by Gartner Inc. in the Leaders quadrant of a new Magic Quadrant report on interactive voice response (IVR) systems and enterprise voice portals.

BASKING RIDGE, N.J. – Avaya Inc. (NYSE:AV), a leading global provider of business communications software, systems and services, today announced it has been placed by Gartner Inc. in the Leaders quadrant of a new Magic Quadrant report on interactive voice response (IVR) systems and enterprise voice portals.

 

Gartner is a leading industry research and analysis firm, and their Magic Quadrant reports position vendors in either the leaders, challengers, visionaries or niche players quadrants based on the completeness of their vision and ability to execute. Companies listed in the leader's quadrant are cited for performing well today, having a clear vision of market direction and actively building competencies to sustain their leadership position in the market.

 

The new Gartner report states that the primary driver for enterprise investment in voice response platforms is the strong business case for telephone self-service applications. These solutions enable customers to perform tasks via the phone that would otherwise require a call center agent. According to Avaya, many IVR platforms integrate speech recognition to bring a higher level of convenience and speed to self-service.

 

Many companies are benefiting from Avaya's IVR and voice portal solutions, including International Speedway, a leading promoter of motorsport activities, and Allconnect, Inc., the leading provider of household connection and comparison shopping services for the relocation market. International Speedway, for instance, uses Avaya Interactive Response to help optimize staff and increase agent productivity, while providing fans with a way to get fast and easy access to timely racetrack information. Allconnect uses the Avaya IVR to provide customers with an array of self service options and proactive outbound calling capabilities, enabling their customers to connect with Allconnect services in a simple, efficient and timely manner.

 

Avaya's speech self-service applications portfolio includes: 

  • Avaya Voice Portal, a next-generation software platform for deploying self-service solutions within a service-oriented architecture and speech-enabling Web services across a highly distributed enterprise.
  • Avaya Dialog Designer, a tool that gives businesses a cost-effective way to speed the development of speech self-service applications in both traditional telephony and Web services environments.
  • Avaya Interactive Response, a standards-based self-service platform that uses speech and touchtone to automate transactions. 

 

"Self-service technologies based on open standards are helping businesses transform their contact center operations, allowing them to uncover new possibilities that let customers access more information, and use new types of transaction capabilities," said Jim Smith, vice president and general manager, Customer Service Applications pision, Avaya. "Avaya is helping to drive this transformation with speech-driven services designed for an intelligent communications environment, leading to better customer experiences and improved business results." 

 

About Avaya
Avaya Inc. designs, builds and manages communications networks for more than one million businesses worldwide, including over 90 percent of the FORTUNE 500®. Focused on businesses large to small, Avaya is a world leader in secure and reliable Internet protocol telephony systems and communications software applications and services.

 

Driving the convergence of voice and data communications with business applications - and distinguished by comprehensive worldwide services - Avaya helps customers leverage existing and new networks to achieve superior business results. For more information visit the Avaya Web site: http://www.avaya.com

 

For more information on the Gartner Magic Quadrant for IVR Systems and Enterprise Voice Portals, visit http://mediaproducts.gartner.com/reprints/avaya/vol3/article1/article1.html.

 

About the Magic Quadrant
The Magic Quadrant is copyrighted 2006 by Gartner Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner's analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant and does not advise technology users to select only those vendors placed in the "Leaders" quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

 

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