Contact Center portfolio and expertise cited by leading analyst firm
SANTA CLARA, Calif.--(BUSINESS WIRE)--
Recently released research from analyst firm Canalys reveals that Avaya
(Avaya Holdings Corp., NYSE:AVYA) solidified its position as the
worldwide market share leader in contact center solutions, demonstrating
a customer-centric strategy that provides a range of options from
on-premises, private cloud, hybrid and public cloud platforms for
businesses of all sizes.
“Avaya maintained its leading position in the worldwide contact center
market in 2017, with 22% of ACD license volume and 28% of shipment
value,” said Matthew Ball, Principal Analyst for Canalys. “Its portfolio
and expertise positions Avaya to capitalize on the current wave of
digital transformation projects in contact centers, specifically around
customer experience and workforce optimization,” Ball added. “Based on
the latest data, Avaya is the leader globally, as well as in the
Americas and Asia Pacific, and a top two vendor in EMEA.”
More than 90% of the Fortune 100 are Avaya customers, and companies in
over 170 countries around the world choose Avaya contact center
solutions to transform their customer service and support operations.
Avaya’s comprehensive, end-to-end portfolio helps drive digital
transformation by providing a secure, flexible platform, the ability to
create and integrate applications from Avaya, in house or from third
parties, and the workforce management tools to ensure continuous
improvement.
Avaya’s flagship contact center offering, Avaya Oceana™, enables
omnichannel capabilities for a personalized, multi-touch customer
experience, a context-rich agent environment and seamless interactions
and handoffs between mobile, self, and assisted service.
Avaya continues to advance its contact center portfolio: Offering Avaya
Contact Center solutions as cloud, hybrid, or on-premises deployments;
acquiring Spoken Communications for a portfolio including CCaaS for
large enterprises; announcing the Avaya Mobile Experience – a unique
offering that enables contact centers to identify incoming calls from
mobile devices and optimize the customer experience for mobile users;
and a strategic partnership with Afiniti to incorporate behavioral
pairing into Avaya contact center routing. In addition, Avaya Ava – the
company’s virtual customer assistant -- made its debut with natural
language processing, machine learning, and innovative analytics to
enable effortless customer engagement through social media and messaging
platforms.
About Canalys
Canalys is an independent analyst company that strives to guide clients
on the future of the technology and to think beyond the business models
of the past. We deliver smart market insights to IT, channel and service
provider professionals around the world. We stake our reputation on the
quality of our data, our innovative use of technology and our high level
of customer service.
About Avaya
Avaya enables the mission critical, real-time communication applications
of the world’s most important operations. As the global leader in
delivering superior communications experiences, Avaya provides the most
complete portfolio of software and services for contact center and
unified communications— offered on premises, in the cloud, or a hybrid.
Today’s digital world requires communications enablement, and no other
company is better positioned to do this than Avaya. For more
information, please visit www.avaya.com.
Source: Avaya Newsroom
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comparable terminology and include, but are not limited to, the delivery
of a cloud platform, the availability of features such as agent quality
software applications and Intelligent Wire services, and the Company’s
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Statement on Form 10 filed with the Securities and Exchange Commission,
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materially from any future results, performance or achievements
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as a result of new information, future events or otherwise, except as
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Avaya Holdings Corp.
Alex Alias
alalias@avaya.com
Source: Avaya Newsroom