The award was given to Avaya for its superior leadership and customer service as well as the strategic product development and technological innovation of its Customer Engagement Solutions portfolio, following an extensive, independent evaluation against a number of criteria.
Avaya’s Customer Engagement Solutions portfolio includes its flagship omnichannel customer experience solution, Avaya Oceana. As a flexible, secure foundation, Avaya Oceana delivers context-driven, fully integrated and customizable customer engagement capabilities that allow ongoing transformation with minimal disruption.
The Frost & Sullivan report identified the challenges companies have faced in adapting their customer service strategies to ever-changing business environments, demographics, and technological developments. Customer expectations of an omnichannel experience today need to combine a variety of channels including social, mobile, online self and assisted service with efficient data capture, analysis and access, plus integrate with multiple business and communications applications to deliver a seamless customer journey. Further, businesses can be at any stage of developing an omnichannel strategy, housing a wide range of systems and applications of various age and capacity to bring in new capabilities.
According to Frost & Sullivan, the ability to bring companies forward from any stage is one of the reasons why Avaya has been in a leadership position for years:
“As the call center went through the evolution from its initial core systems, i.e. ACD and IVR, Avaya has acted as a trusted partner to its growing installed base, by being attuned to the needs of customers and consumers alike, no matter where they are in the journey from point solutions to digital transformation. Integration of disparate applications is a critical success factor for companies achieving omnichannel excellence. Avaya assists customers, during any part of this transformation, by providing the building blocks they need to get there.”
This ability to continually help companies adopt new capabilities to improve or expand the customer experience while leveraging existing infrastructure also extends to Avaya’s approach to Cloud-based contact center solutions (CCaaS). The Frost & Sullivan report notes that while many vendors offering CCaaS promote an “all-in-one” solution suite, they sometimes fail to recognize that every organization is at a different stage and may not want to adopt a rip-and-replace strategy. Avaya, however, offers a highly flexible path to cloud, such as enabling a hybrid model for new applications, particular locations or business strategies, as well as public or private cloud options, in addition to on-premises deployments.
Comprehensive Pain Specialists, for example, moved from a barely functioning contact center, equipped by other vendors, to the Avaya Customer Engagement Cloud, supporting 12 locations. The company experienced immediate improvements in functionality and reporting, avoided a costly data center buildout and gained the capacity to support its ambitious growth plans. The flexible, new solution was cost-neutral to what the company was paying before implementing Avaya’s CCaaS solution.
Frost & Sullivan noted a number of additional factors leading to Avaya’s award under various criteria, including Customer Purchase and Ownership Experience, Technology Leverage and Implementation Excellence, Brand Strength and Growth Strategy Excellence.
In its conclusion for the award, Frost & Sullivan said:
“Avaya remains a stalwart leader in customer contact, with an enviable portfolio of products and partner offers, backed by solid consulting and professional services support. Avaya has achieved a leadership position in the Contact Center Systems market, with a market share of 17.4%. With its strong overall performance and Frost & Sullivan is proud to present to Avaya, the 2017 Market Leadership Award for Contact Center Systems in North America.”
“Avaya works closely with our customers to understand the evolution of the customer journey from multiple points of view. While the end customer experience is critical, we can deliver even more business value by understanding how agents, sales and marketing and IT, as well as market and business dynamics, contribute to that experience. This holistic approach places us light years beyond the pop-up providers with limited life spans or the ability to scale their solutions. This is why we are so very pleased that Frost & Sullivan has once again recognized Avaya’s leadership in contact center solutions.”
Laurent Philonenko, SVP and GM, Solutions and Technology, Avaya
Avaya (avaya.com) 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 some form of communications enablement, and no other company is better positioned to do this than Avaya.