Avaya Acclaimed by Frost & Sullivan for Elevating Contact Center Workforce Engagement

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Avaya’s solutions combine resources, insights, and knowledge from across the organization to deliver outstanding customer and employee experiences

Based on its recent analysis of the North American workforce engagement management (WEM) market, Frost & Sullivan recognizes Avaya Holdings Corp., a global leader in solutions to enhance and simplify communications and collaboration, with the 2020 North American Growth Innovation Leadership Frost Radar Award. The Avaya OneCloud contact center-as-a-service (CCaaS) portfolio provides customer and workforce engagement solutions supplemented by capabilities such as artificial intelligence (AI)-infused bots, predictive routing, real-time sentiment analysis, and agent guidance. These capabilities connect all touch points across the customer journey including voice, video, chat, messaging, social, and screen.

“Avaya’s capabilities can intelligently transition customer needs from self-service AI to human interaction and deliver a personalized journey across the entire organization, from front- to back-office, for superior CX,” said Nancy Jamison, industry director. “Its developer tools and APIs allow in-house and partner developer communities to innovate and integrate applications. Some of its notable AI- and mobility-based products include Avaya Conversational Intelligence, Avaya Mobile Experience, Avaya Mobile Identity, and Avaya AI Routing.”

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Avaya’s flexible CCaaS options, supporting public, private, and hybrid deployment, enable customers to leverage the cloud model best suited to their business needs. The Avaya OneCloud CCaaS portfolio provides customer and workforce engagement solutions supplemented by capabilities such as AI-infused bots, predictive routing, and real-time sentiment analysis and agent guidance. Also, its OneCloud UCaaS solutions can function in all environments, as can Avaya Cloud Office. Frost & Sullivan recognizes Avaya as one of the few providers with a full line of devices and endpoints. It complements its continued R&D investment with technology partnerships, including majors such as Verint, Afiniti, Nuance, Google, Avaya’s A.I.Connect and DevConnect programs, to round out its full-stack of WEM and WEM-supporting products.

“In an evolving economy where experience is a differentiator for brands, we are honored to be recognized for our commitment to enhancing customer and employee experiences for our clients,” said Anthony Bartolo, Avaya executive vice president and chief product officer. “Avaya continues it’s ongoing investment in customer-led innovation and expanding our ecosystem of technology partners that work with us to deliver a robust portfolio of customer engagement, workforce engagement management and workforce optimization solutions. This award helps highlight that in a sea of contact center providers, Avaya is far differentiated by our breadth of WEM solutions and experience, over anyone else in the field.”

Avaya customers including Conduit Global, Florius and Canon Financial Services, among others, are driving improved engagement and business outcomes with WEM innovation. Strategically, Avaya combines solutions to bolster its core capabilities as part of the WEM portfolio. For example, for recruitment and onboarding, the Avaya Conversational Intelligence solution sends real-time sentiment and intent with context to the desktop to help new hires make informed decisions.

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“Avaya’s WEM cloud delivery and subscription models are well-suited to both mid-market and large enterprises. Overall, it is set to lead the industry with a converged UC and contact center platform that can redefine WFO for unique CX and EX, even beyond contact centers,” noted Jamison. “Strong partnerships and substantial investments in R&D have positioned Avaya for notable growth in 2020.”

The Growth Innovation Leadership (GIL) best practice is bestowed upon companies that are market leaders that are at the forefront of innovation.  These companies consolidate or grow their leadership position by continuously innovating and creating new products and solutions that serve the evolving needs of the customer base. These companies are also best positioned to expand the market by strategically broadening their product portfolio.

Frost & Sullivan Best Practices awards recognize companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service, and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis, and extensive secondary research to identify best practices in the industry.

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