Avaya named as a leader by Gartner
Avaya reported that it has set a new record as the only vendor to be positioned as a leader in the Gartner Magic Quadrant for Contact Center infrastructure for 14 years in a row. Avaya continues to be the only company that has consistently appeared in this quadrant since the report's inception in 2001.
The Gartner Magic Quadrant is an annual report that ranks vendors in various industrial segments based on their vision and ability to execute analyzing the taken measures and procedures according to the criteria of the market. The annual Gartner Magic Quadrant for Contact Center infrastructure covers vendors that provide equipment, software and services to operate contact centers used for customers, employee and service support, including outbound telemarketing, helpdesks and other structured communications operations.
This is good news for Avaya as they have strongly focused on their "omni-channel" customer experience solutions. Avaya's goal is to provide Contact Center solutions which enable true multi-channel customer service, consolidated reporting and management. They have released two contact center solutions for IP Office over the last 12 months: Avaya IP Office Contact Center (IPOCC) and Avaya Contact Centre Select (ACCS).
"Recent Avaya research found that the large majority of companies think customer experience management is very important to the long-term health of the company, but nearly half of respondents said that they lacked a comprehensive plan to support it. At Avaya, we understand that customer loyalties are built on a cumulative series of interactions. We make it our business to make it easy for companies to deliver the kind of legendary experience at every point in the journey that they want their customers talking about." - said Tom Schollmeyer, vise president and general manager, Cloud and Contact Center, Avaya.
