SANTA CLARA, CA—(Marketwired – Jun 15, 2015) –
2015 marks a decade and a half during which Avaya has consistently appeared in the Leaders Quadrant Annual report covers infrastructure technologies for multichannel assisted and automated customer, employee and service support
Positioning based on completeness of vision and ability to execute
Avaya announced today that this year sets a new benchmark as the only vendor to be consistently positioned as a Leader in the Gartner Magic Quadrant for Contact Center Infrastructure for 15 years, a position held since the report's inception in 2001.
The Gartner Magic Quadrant report evaluates contact center vendors on their completeness of vision and ability to execute. The annual Gartner Magic Quadrant for Contact Center Infrastructure covers vendors that provide equipment, software and services to operate contact centers used for customer, employee and service support, including outbound telemarketing, helpdesks and other structured communications operations.
The 2015 Gartner Magic Quadrant for Contact Center Infrastructure, Worldwide1 states that contact centers “require a wide range of functions, architectures, features and services to be effective. Three major architectural approaches that are common in the market are integrated best–of–breed components, all–in–one bundled suites and cloud–based solutions.” In addition, contact center managers increasingly “prefer to purchase much, or all, of their CCI from a single source as a bundle in the pursuit of easier and enduring integration, cradle–to–grave integrated reporting and analytics, and easier system management. Therefore, leading CCI vendors offering complete portfolios of solutions, comprising their own products and those of partners and other strategic suppliers, are being favored. Further, the emerging contact center as a service (CCaaS) model — involving hosted, multitenant systems — is gaining attention as cloud approaches increase.”
Avaya is one of the few vendors that can provide the flexibility for midsize to very large companies to choose the architectural approach to implementing customer engagement solutions that's most appropriate for their needs. Midsize to very large companies can select a complete, bundled solution or take a best of breed approach, with both available in premises–based or public, private or hybrid cloud–based service model. New capabilities provided by the Avaya Engagement Development Platform and Avaya Snap–ins enable developers and business analysts to quickly create unique communications–enabled contact center application and workflows.
Avaya has increasingly made its Customer Engagement Solutions available as a public, private or hybrid cloud–based service, working with Google, VMware, HP, BTWholesale and a number of channel partners.
Quotes
“As companies increasingly transform to more digital enterprises, customer engagement requires tight linkages between the areas directly responsible for the customer experience and the rest of the business. Customers want the flexibility to connect using whatever mode or medium is best for them at any given time, but they want the experience to be complete, efficient and consistent even as they change the manner of contact. Avaya Engagement Solutions for both customer and team engagement can make that happen through a variety of deployment models that deliver unparalleled TCO in contact center technology. “
–Gary E. Barnett, SVP and general manager, Engagement Solutions, Avaya
Additional Resources
1 Gartner, Magic Quadrant for Contact Center Infrastructure, Worldwide Published: 18 May 2015
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.
Tags: Avaya, Gartner, Magic Quadrant, contact center, customer experience management, customer service, call center
About Avaya:
Avaya is a global provider of business collaboration and communications solutions, providing unified communications, contact centers, networking and related services to companies of all sizes around the world. For more information please visit www.avaya.com.
Certain statements contained in this press release are forward–looking statements. These statements may be identified by the use of forward–looking terminology such as “anticipate,” “believe,” “continue,” “could,” “estimate,” “expect,” “intend,” “may,” “might,” “plan,” “potential,” “predict,” “should” or “will” or other similar terminology. We have based these forward–looking statements on our current expectations, assumptions, estimates and projections. While we believe 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 our control. These and other important factors may cause our 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 list and description of such risks and uncertainties, please refer to Avaya's filings with the SEC that are available at www.sec.gov. Avaya disclaims any intention or obligation to update or revise any forward–looking statements, whether as a result of new information, future events or otherwise.
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