Avaya announced today that this year marks the 16th year positioned as a Leader in the Gartner Magic Quadrant for Contact Center Infrastructure, a position held since the report’s inception in 2001.
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 major deployment option for CCI is as a core component of customer engagement centers (CECs), in which functionality is tightly integrated with CRM and social media channels to give a "single view of the customer" across all touchpoints. This type of infrastructure is used by customer and employee service and support centers, inbound and outbound telemarketing services, help desk services, government-operated support centers, and other types of structured communications operations.
Avaya multichannel contact center solutions power many of the world’s largest and most complex contact center operations, such as PSCU, Dubai Roads and Transport Authority and Radio Flyer. Avaya is one of the few contact center technology vendors that also enables midsize companies to take advantage of many of the same capabilities as larger competitors, in an appropriately sized, manageable solution. Integration across channels and modes, proactive-to-self-to assisted service and CRM applications streamlines and reduces customer effort while providing companies with the single view across touchpoints and the more granular data that can be extrapolated to actionable insights.
Avaya Breeze and Avaya Snap-Ins enable customers to customize their Customer Experience operations to create a competitive advantage and increase customer lifetime value. Avaya’s Contact Center as a Service (CCaaS) solutions are available as public, private or hybrid cloud-based service model and can allow companies to adopt new capabilities to support digital transformation while leveraging investments in existing or legacy platforms.
“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
Tags: Avaya, Gartner, Magic Quadrant, contact center, customer experience management, customer service, call center
Avaya (avaya.com) is a leading provider of solutions that enable customer and team engagement across multiple channels and devices for better customer experience, increased productivity and enhanced financial performance. Its world-class contact center and unified communications technologies and services are available in a wide variety of flexible on-premises and cloud deployment options that seamlessly integrate with non-Avaya applications. The Avaya Engagement Environment enables third parties to create and customize business applications for competitive advantage. The Avaya fabric-based networking solutions help simplify and accelerate the deployment of business critical applications and services.
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