Avaya positioned as a Leader for the 17
th
time
SANTA CLARA, Calif.--(BUSINESS WIRE)--
Avaya Holdings Corp. (NYSE:AVYA) today announced the company is
positioned as a Leader in the 2018
Gartner Magic Quadrant for Contact Center Infrastructure, Worldwide1,
marking the 17th time that Avaya has been in the position.
Companies in the Leaders quadrant of the Gartner Magic Quadrant are
defined as “companies that execute well against their current vision and
are well positioned for tomorrow”.
“Companies that prioritize the Customer Experience generally demonstrate
a higher rate of revenue growth,” said Jim Chirico, president and CEO,
Avaya. “The key to ensuring a quality experience in this digital age is
to start with a robust, flexible infrastructure that enables the company
to manage all aspects of the customer experience and serves them well
into the future. Companies continue to rely on Avaya to enable their
digital transformation, which is why we feel that no one in our industry
has demonstrated the history of leadership, vision and execution that
Avaya has achieved, highlighted by this most recent recognition as
Leader in the Gartner Magic Quadrant.”
Companies in over 150 countries around the world choose Avaya contact
center solutions to transform their customer service and support
operations, including Alorica, Eletropaulo, Exelon, Florius, Liberty
Mutual, Yanfeng Automotive Interior Systems and others. Avaya’s
comprehensive, end-to-end portfolio helps drive digital transformation
by providing the secure, flexible foundation to power seamless self and
assisted service over any channel, the ability to create and integrate
applications in house, from Avaya or other third parties, and the
workforce management tools to ensure continuous improvement. Avaya
believes the portfolio addresses the Customer Experience Priorities in
2018 identified in a Gartner report2:
“Across a range of CX improvement projects, personalization, Voice of
the Customer (VoC), metrics and multichannel-related projects will be
the highest priority activities in 2018.”
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 live service. Avaya Analytics
delivers powerful, real-time and historical analysis and visualization
of the customer journey. In addition, Avaya Breeze enables rapid
development and integration of customized or pre-built applications –
known as Avaya Snap-Ins – from Avaya and third-party developers. Avaya
Workforce Optimization solutions enable companies to record the voice of
the customer, analyze, and evaluate employee performance and deliver
coaching to improve the customer experience.
Throughout the year, Avaya continued to advance its contact center
portfolio with a number of strategic moves and innovative solutions:
Offering Avaya Contact Center solutions as cloud, hybrid, or on-premises
deployments – including Avaya Oceana; acquiring Spoken Communications
for 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 the
device; 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 her debut
equipped with natural language processing, machine learning, and
innovative analytics to enable effortless customer engagement through
social media and messaging platforms.
The 2018 report on the Magic Quadrant for Contact Center Infrastructure,
Worldwide, evaluated 11 different contact center infrastructure vendors
on completeness of vision and ability to execute. Gartner then positions
companies within one of four quadrants: Visionaries, Niche Players,
Challengers, and Leaders. Gartner defines contact center infrastructure
(“CCI”) as “the products (equipment, software, and services) needed to
operate call centers for telephony support and contact centers for
multichannel support. A third deployment option for CCI is as a core
component of customer engagement centers, in which functionality is
tightly integrated with CRM and social media channels to give a ‘single
view of the customer’ across all touchpoints”.
1Gartner, “Magic Quadrant for Contact Center Infrastructure,
Worldwide” Drew Kraus, Steve Blood, Simon Harrison, 17 May 2018.
2Gartner, “Customer Experience 2018 Benchmarks: Turning
Return on Investment Into Reality,” Nick Ingelbrecht, Ed Thompson, Olive
Huang, Melissa Davis, Julie A. Meyer, 4 May 2018.
Gartner Disclaimer
Gartner does not endorse any vendor, product or service depicted in
its research publications, and does not advise technology users to
select only those vendors with the highest ratings or other designation.
Gartner research publications consist of the opinions of Gartner's
research organization and should not be construed as statements of fact.
Gartner disclaims all warranties, expressed or implied, with respect to
this research, including any warranties of merchantability or fitness
for a particular purpose.
About Avaya
Avaya (NYSE:AVYA) 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.
Cautionary Note Regarding Forward-Looking Statements
This document contains certain “forward-looking statements.” All
statements other than statements of historical fact are
“forward-looking” statements for purposes of the U.S. federal and state
securities laws. These statements may be identified by the use of
forward looking terminology such as "anticipate," "believe," "continue,"
"could," "estimate," "expect," "intend," "may," "might," “our vision,”
"plan," "potential," "preliminary," "predict," "should," "will," or
“would” or the negative thereof or other variations thereof or
comparable terminology and include, but are not limited to, expected
cash savings and statements about growth, exchange listing and improved
operational metrics. The Company has based these forward-looking
statements on its current expectations, assumptions, estimates and
projections. While the Company believes these expectations, assumptions,
estimates and projections are reasonable, such forward-looking
statements are only predictions and involve known and unknown risks and
uncertainties, many of which are beyond its control. The factors are
discussed in the Company’s Registration Statement on Form 10 filed with
the Securities and Exchange Commission, may cause its actual results,
performance or achievements to differ materially from any future
results, performance or achievements expressed or implied by these
forward-looking statements. For a further list and description of such
risks and uncertainties, please refer to the Company’s filings with the
SEC that are available at
www.sec.gov
.
The Company cautions you that the list of important factors included in
the Company’s SEC filings may not contain all of the material factors
that are important to you. In addition, considering these risks and
uncertainties, the matters referred to in the forward-looking statements
contained in this report may not in fact occur. The Company undertakes
no obligation to publicly update or revise any forward-looking statement
as a result of new information, future events or otherwise, except as
otherwise required by law.
Source: Avaya Newsroom
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Avaya
Deborah Lewandowski, 630-245-2720
deblewan@avaya.com
Source: Avaya