Avaya today announced that industry analyst firm Frost & Sullivan has named Avaya the recipient of its prestigious 2013 North American Omni-Channel Customer Engagement Company of the Year Award. Avaya received the award based on the development of its strategy and product roadmap, including support of new interaction channels for customers, including social, mobile, chat, a focus on the related realm of customer experience management (CEM), and a vision for the “Aware Customer Experience.”
The recipient of the Frost & Sullivan North American Omni-Channel Customer Engagement Company of the Year Award is selected after rigorous analysis of the leading companies offering customer engagement solutions. It is awarded to the company that exhibits the best performance in growth strategy excellence, growth implementation excellence, innovation with products and technologies, leadership in customer value and leadership in market penetration. After the assessment, Frost & Sullivan rated Avaya’s customer engagement solutions highest overall, with Avaya surpassing the competition in two key criteria: growth implementation and leadership in market penetration. Avaya’s focus on enhancing its CEM sales specialization as well as its continued performance in adding new channels and applications were also recognized as clear indicators of Avaya’s prominence in the market category.
Along with the North American Omni-Channel Customer Engagement Company of the Year Award, Avaya today also announced its enhanced Customer Experience Management Solutions suite to help businesses eliminate the fragmented, high-effort service that jeopardizes customer loyalty and revenue growth. The enhancements enable companies to centralize and orchestrate all interactions that occur throughout a customer care cycle. This helps to better align customer needs with contact center capabilities so companies can address a key element that is currently missing from many customer service strategies: a consistent, end-to-end experience over any media, any channel, and any device that reduces operational costs and builds brands.
“Avaya is a thought leader that has delivered on its strategy and product roadmap. It knows well how to tie all of the assets of the contact center together to better engage with the customer. Its growth strategy incorporates all assets of the contact center, together with Unified Communications and Collaboration and IP infrastructure. At the same time, Avaya’s strategy and approach is focused on helping clients re-engineer their corporate culture and processes so as to achieve true Omni-Channel Customer Engagement. For these reasons, Frost & Sullivan is pleased to present Avaya with the 2013 Omni-Channel Customer Engagement Company of the Year Award.” - Nancy Jamison, principal analyst, Customer Contact, Frost & Sullivan
“The Frost & Sullivan 2013 Omni-Channel Customer Engagement Company of the Year Award demonstrates our commitment to streamlining the customer experience, regardless of the media, mode or device the customer chooses to do business. The new solutions we are launching today are further proof of that commitment and our deep understanding of both the needs of the business and the customer. - Mark de la Vega, vice president and general manager, Customer Experience Management, Avaya
Tags: customer engagement management, CEM, customer experience, omni-channel, customer service, customer engagement, contact center.
Avaya (avaya.com) 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.
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