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Sat, Oct 19 2019, 2:47 am

Avaya turns Leader in Gartner’s MQ for CC infrastructure

By Digital Edge Bureau, 28.05.2018, 00:52
 
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Avaya is positioned as a Leader in the 2018 Gartner Magic Quadrant for contact center infrastructure (CCI)

Avaya has been positioned as a Leader in the 2018 Gartner Magic Quadrant for contact center infrastructure (CCI). 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 prioritize the Customer Experience generally demonstrate a higher rate of revenue growth,” said Jim Chirico, president & CEO, Avaya. “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”, added Chirico.

Avaya’s flagship contact center offering, Avaya Oceana, enables omnichannel capabilities for a personalized, multi-touch customer experience, a context-rich agent environment and seamless interactions and handoffs between mobile, self, and live service. Avaya Analytics delivers powerful, real-time and historical analysis and visualization of the customer journey. In addition, Avaya Breeze enables rapid development and integration of customized or pre-built applications – known as Avaya Snap-Ins – from Avaya and third-party developers. Avaya Workforce Optimization solutions enable companies to record the voice of the customer, analyze, and evaluate employee performance and deliver coaching to improve the customer experience.

The 2018 report on the Magic Quadrant for contact center infrastructure, worldwide, evaluated 11 different contact center 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 center infrastructure as ‘the products (equipment, software, and services) needed to operate call centers for telephony support and contact centers for multichannel support.

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