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Avaya Named ‘Exemplary Vendor’ by Ventana Research – Recognizing Avaya OneCloud CCaaS for Best Performance in Product and Customer Experience

01-25-2022

Avaya ranks ahead of Cisco, Five9, 8x8, RingCentral, among others

Avaya (NYSE: AVYA), a global leader in solutions to enhance customer experience and simplify communications and collaboration, today announced it has been rated an ‘Exemplary Vendor’ and a Value Index Leader in the Ventana Research ‘Agent Management Value Index 2022 Vendor and Product Assessment.’ Avaya OneCloud™ CCaaS helps organizations deliver effortless experiences for their customers and employees at every touchpoint by making it easy to connect everything – voice, video, chat, messaging, and more – and by bringing together teams, resources, and insights to maximize contact center performance and experiences.

(Graphic: Business Wire)

(Graphic: Business Wire)

The 2022 Value Index for Agent Management identifies the vendors that deliver the highest value based on an overall weighted evaluation and the rating of the vendor for product and customer experience. According to the report1, in addition to being categorized as an Exemplary Vendor, Ventana Research ranked Avaya second in Customer Experience and as a Value Index Leader in Validation and Total Cost of Ownership (TCO) and Return on Investment (ROI).

To compete in today’s experience economy – where customers make purchase and brand decisions on how organizations make them feel – it is critical for organizations to deliver a Total Experience. ​Creating a Total Experience challenges organizations to think about the entire customer and employee journey – requiring them to build strategy, technology capability, and innovation frameworks holistically. Developing an end-to-end experience is essential for organizations to deliver a ​Total Experience, which becomes the intersection of Customer, Employee, User, and Multiexperience. ​

Avaya OneCloud CCaaS helps organizations create a Total Experience using an expansive variety of agent and supervisor tools to help employees perform to their fullest and deliver experiences that matter.

Some benefits of Avaya OneCloud CCaaS include:

  • Smarter self-service: Deliver intelligent, conversational self-service—24/7—with options to connect with a live agent.
  • Intelligent routing: Match customers with the best employees using business rules, internal and external context, and desired outcomes.
  • Customer Journey Intelligence: Get ahead of every interaction by predicting needs and proactively engaging customers with customer journey intelligence.
  • Completely connected employees: Enhance team collaboration with converged communications that dissolve front- and back-office silos.
  • Simplify with a composable desktop: Put everything employees need in one place. Provide employees with a consolidated, simplified desktop view of everything they need across voice and digital channels. Connect your CRM application to get the best of both worlds.
  • Deliver more with AI: Be ready for whatever customers might want next. Increase employee performance in real time by delivering prompts, initiating workflow actions, and enhancing compliance based on spoken words or phrases.
  • Maximize performance: Create stronger teams. Improve interactions and identify skills gaps using quality management and advanced scoreboards to track, manage, and improve team performance, including gamification, coaching, and eLearning.

“Today customers are more demanding than ever with expectations continually changing and evolving,” said Todd Zerbe, Senior Vice President of Engineering, Avaya. ​“It is essential for organizations to provide employees with the tools and information they need to ‘wow’ customers at every step of the journey.​ By doing so, it helps build the customer loyalty and brand advocacy needed to compete in the experience economy.​”

Keith Dawson, Vice President and Research Director of Customer Experience, Ventana Research, said, "Avaya OneCloud CCaaS provides an excellent range of capabilities to motivate, empower, and mentor an organization’s employees from recruitment to retention, enabling that organization to deliver an outstanding experience for its own customers and employees."

Ventana Research's Value Index is the result of decades of experience and over 19 years of research and knowledge of the market for customer experience software. It provides an in-depth analysis of technology suppliers' products working with mobile technology, evaluating their strengths and gaps compared to competitors’ products.

The Value Index for Agent Management is neither sponsored nor influenced by technology vendors and is conducted solely in pursuit of Ventana Research's mission to provide value to business and IT through advisory services, benchmark assessments, and workshops. Ventana Research's goal is to help guide organizations to optimal efficiency in their use of technology investments for business and IT.

1 https://www.ventanaresearch.com/value_index/customer_experience/agent_management/market-report/2022

Additional Resources:

  • Download the full Ventana Research Agent Management Value Index 2022 Vendor and Product Assessment.
  • Read our blog about being named an “Exemplary Vendor” in the Ventana Research Agent Management Value Index 2022 Vendor and Product Assessment.

About Avaya

Businesses are built by the experiences they provide, and everyday millions of those experiences are delivered by Avaya Holdings Corp. (NYSE: AVYA). Avaya is shaping what's next for the future of work, with innovation and partnerships that deliver game-changing business benefits. Our cloud communications solutions and multi-cloud application ecosystem power personalized, intelligent, and effortless customer and employee experiences to help achieve strategic ambitions and desired outcomes. Together, we are committed to help grow your business by delivering Experiences that Matter. Learn more at http://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. 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 Annual Report on Form 10-K and subsequent quarterly reports on Form 10-Q filed with the Securities and Exchange Commission (the “SEC”) available at www.sec.gov, and may cause the Company’s actual results, performance or achievements to differ materially from any future results, performance or achievements expressed or implied by these forward-looking statements. 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, in light of these risks and uncertainties, the matters referred to in the forward-looking statements contained in this press release 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.

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Source: Avaya Newsroom

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Source: Avaya
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