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Avaya named Leader in Contact Centre Infrastructure Magic Quadrant

25 May 2018

Avaya has been named a Leader in the 2018 Gartner Magic Quadrant for Contact Centre Infrastructure, Worldwide, marking the 17th time that Avaya has been in the position.

Companies in the Leaders quadrant of the Gartner Magic Quadrant are defined as “companies that execute well against their current vision and are well positioned for tomorrow”.

“Companies that prioritise the Customer Experience generally demonstrate a higher rate of revenue growth,” says Avaya president and CEO Jim Chirico.

“The key to ensuring a quality experience in this digital age is to start with a robust, flexible infrastructure that enables the company to manage all aspects of the customer experience and serves them well into the future. Companies continue to rely on Avaya to enable their digital transformation, which is why we feel that no one in our industry has demonstrated the history of leadership, vision and execution that Avaya has achieved, highlighted by this most recent recognition as Leader in the Gartner Magic Quadrant.”

Avaya’s portfolio helps drive digital transformation by providing the secure, flexible foundation to power seamless self and assisted service over any channel, the ability to create and integrate applications in-house, from Avaya or other third parties, and the workforce management tools to ensure continuous improvement.

Avaya believes the portfolio addresses the Customer Experience Priorities in 2018 identified in a Gartner report.

“Across a range of CX improvement projects, personalisation, Voice of the Customer (VoC), metrics and multichannel-related projects will be the highest priority activities in 2018.”

Throughout the year, Avaya continued to advance its contact centre portfolio with a number of strategic moves and innovative solutions: Offering Avaya Contact Centre solutions as cloud, hybrid, or on-premises deployments – including Avaya Oceana; acquiring Spoken Communications for CCaaS for large enterprises; announcing the Avaya Mobile Experience - a unique offering that enables contact centres to identify incoming calls from mobile devices and optimise the customer experience for the device; and a strategic partnership with Afiniti to incorporate behavioural pairing into Avaya contact centre routing.

In addition, Avaya Ava – the company’s virtual customer assistant -- made her debut equipped with natural language processing, machine learning, and innovative analytics to enable effortless customer engagement through social media and messaging platforms.

The 2018 report on the Magic Quadrant for Contact Centre Infrastructure, Worldwide, evaluated 11 different contact centre infrastructure vendors on completeness of vision and ability to execute.

Gartner then positions companies within one of four quadrants: Visionaries, Niche Players, Challengers, and Leaders.

Gartner defines contact centre infrastructure (“CCI”) as “the products (equipment, software, and services) needed to operate call centres for telephony support and contact centres for multichannel support.

A third deployment option for CCI is as a core component of customer engagement centres, in which functionality is tightly integrated with CRM and social media channels to give a ’single view of the customer’ across all touchpoints”.

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