Avaya Identified as a Leader in Aragon Research Globe for Intelligent Contact Center

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Avaya Leadership Based on Completeness of Strategy and Performance

Avaya Holdings Corp. announced it has been recognized as a Leader in the The Aragon Research Globe for Intelligent Contact Center, 2019

According to the report1, authored by Aragon Research lead analyst Jim Lundy and associate analyst Samra Anees: Avaya has one of the largest install bases of Contact Center deployments, offering Private, Public and Hybrid Cloud and they have continued to push the envelope. Its A.I.Connect ecosystem of partners enables customers to integrate new capabilities with leading vendors in the speech technology and AI-enabled customer engagement market.

“The race to innovate and deliver AI capabilities represents a shift in the contact center market,” said Jim Lundy, CEO and Lead Analyst, Aragon Research. “Providers who have successfully implemented AI into their contact center solutions, such as Avaya, along with its complete contact center platform, are providing users with a future path to seamless and intelligent customer experiences.”

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With Avaya IX Contact Center, customers can infuse artificial intelligence along with automation into voice, digital, mobility and workforce engagement applications. It’s always seamless and context-driven. Agents also need to stay in sync and keep pace with customer expectations, and with a consolidated view of relevant information, they can exceed expectations and reach great outcomes, faster. As users gain a deeper understanding of customer needs, teams become more efficient and effective.

“As the leader in contact center solutions, Avaya is delivering artificial intelligence capabilities to this market in a way that accelerates value for our global customers, whether increasing revenue opportunities or improving productivity,” said Jim Chirico, President and CEO, Avaya. “Being named a Leader in Intelligent Contact Center by Aragon Research highlights our extensive AI capabilities and the relevance and impact of the investments we continue to make in AI for the contact center.”

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The Aragon Research Globe is a market evaluation tool that graphically depicts Aragon Research’s evaluation of a specific market and its component vendors. Aragon Research examined the major providers in the industry based on its three dimensions of analysis: strategy, performance, and reach. “Leaders” are noted as having comprehensive strategies that align with industry direction and market demand, and perform effectively against those strategies.

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