Avaya Identified for Contact Center Performance
and Strategy in Aragon Research Globe™ for Intelligent Contact
Center
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AVAYA POSITIONED BY ARAGON RESEARCH AS
LEADER IN INTELLIGENT CONTACT CENTER SOLUTIONS FOR 2ND CONSECUTIVE
YEAR– CITING STRENGTH IN CLOUD, AI DELIVERING EXCEPTIONAL CUSTOMER
EXPERIENCE
Avaya Identified for Contact Center Performance
and Strategy in Aragon Research Globe™ for Intelligent Contact
Center
Avaya (NYSE:AVYA), a global leader in solutions to enhance and
simplify communications and collaboration, today announced it has
been included as a Leader in ‘The Aragon Research Globe™ for
Intelligent Contact Center 2020’. Avaya Contact Center solutions
enable millions of agents, at thousands of organizations around the
world, help customers resolve issues and address ambitions every
single day. Contact center staff use Avaya’s technology to connect
and be productive, working from anywhere.
According to the report1, authored by Aragon Research CEO and
Lead Analyst Jim Lundy, “The contact center market is evolving to
address changes in customer expectations and more stringent
enterprise requirements, and Avaya is at the forefront of applying
innovation to the customer journey, including its application of
emerging AI technologies.”
Avaya’s extensive AI capabilities were specifically recognized,
both native and through partnerships like its integration of Google
Contact Center AI, for improving the customer experience and
anticipating customer needs. “Avaya’s expertise enables customers
to integrate new capabilities in the speech technology and
AI-enabled customer engagement market,” Lundy added. “Avaya has one
of the largest install bases of contact center deployments,
offering private, public, and hybrid cloud, and it has continued to
push the envelope.”
Avaya offers unmatched scale of tens of thousands of seat
deployments, addressing unique customer requirements, for 90
percent of the Fortune 100 and over half of the Fortune 500
companies. For organizations considering the transition to a cloud
contact center, Avaya’s OneCloud CCaaS multicloud solution meets
the needs of any organization. Avaya global customers including
Banco Galicia, C3i Solutions (an HCL Technologies Company), and
Hydro Ottawa, among others, are helping to drive innovation with
Avaya’s Intelligent Contact Center portfolio.
“Avaya’s Contact Center solutions enable our users to build a
winning brand by providing effortless interactions and a
consistently exceptional experience for their customers in any
deployment model from anywhere across the globe,” said Anthony
Bartolo, Executive Vice President and Chief Product Officer, Avaya,
“An intelligent contact center bolsters brand preference through
consistent, frictionless experiences, and we are committed to
helping organizations enhance business outcomes by improving the
customer journey. On any given day, millions of people are engaging
with an Avaya contact center, and they probably don’t realize it.
We’re excited to be identified as a Leader in the Aragon Research
Globe for Intelligent Contact Center and we look forward to
continue enabling our customers’ success by driving continual
innovation for experiences that matter.”
Avaya’s placement in the report was bolstered by solutions like
Avaya Spaces™, a cost-effective and advanced cloud meeting and team
collaboration app that changes the way work gets done, and Avaya
Cloud Office™, an all-in-one solution that helps make it fast and
easy for organizations to leverage cloud communications to drive
business success and help empower workforces to call, meet and
message productively no matter where they are. Both solutions can
be integrated as key communications and collaboration tools for
organizations building more responsive, effective and efficient
Intelligent Contact Centers.
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. To be named a “Leader,” companies must demonstrate
comprehensive strategies that align with industry direction and
market demand, and effectively perform against those
strategies.
1Aragon Research. “The Aragon Research Globe™ for Intelligent
Contact Center, 2020” June 2020.
Aragon Research Globe Disclaimer
Aragon Research does not endorse vendors, or their products or
services that are referenced in its research publications, and does
not advise users to select those vendors that are rated the
highest. Aragon Research publications consist of the opinions of
Aragon Research and Advisory Services organization and should not
be construed as statements of fact. Aragon Research provides its
research publications and the information contained in them "AS
IS," without warranty of any kind.
About Avaya
Businesses are built on the experiences they provide, and
everyday millions of those experiences are built by Avaya Holdings
Corp. (NYSE: AVYA). For over one hundred years, we’ve enabled
organizations around the globe to win – by creating intelligent
communications experiences for customers and employees. Avaya
builds open, converged and innovative solutions to enhance and
simplify communications and collaboration – in the cloud,
on-premise or a hybrid of both. To grow your business, we’re
committed to innovation, partnership, and a relentless focus on
what’s next. We’re the technology company you trust to help you
deliver Experiences that Matter. Visit us at
https://www.avaya.com.
Cautionary Note Regarding Forward-Looking Statements
This release contains certain “forward-looking statements.” All
statements other than statements of historical fact are
“forward-looking” statements for purposes of the U.S. federal and
state securities laws. These statements may be identified by the
use of forward looking terminology such as "anticipate," "believe,"
"continue," "could,“ "estimate," "expect," "intend," "may,"
"might," “our vision,” "plan," "potential," "preliminary,"
"predict," "should,“ "will," or “would” or the negative thereof or
other variations thereof or comparable terminology. The Company has
based these forward-looking statements on its current expectations,
assumptions, estimates and projections. While the Company believes
these expectations, assumptions, estimates and projections are
reasonable, such forward-looking statements are only predictions
and involve known and unknown risks and uncertainties, many of
which are beyond its control. These factors are discussed in the
Company's Annual Report on Form 10-K filed with the Securities and
Exchange Commission (the “SEC”), and may cause its actual results,
performance or achievements to differ materially from any future
results, performance or achievements expressed or implied by these
forward-looking statements. For a further list and description of
such risks and uncertainties, please refer to the Company’s filings
with the SEC that are available at www.sec.gov. The Company
cautions you that the list of important factors included in the
Company’s SEC filings may not contain all of the material factors
that are important to you. In addition, in light of these risks and
uncertainties, the matters referred to in the forward-looking
statements contained in this report may not in fact occur. The
Company undertakes no obligation to publicly update or revise any
forward-looking statement as a result of new information, future
events or otherwise, except as otherwise required by law.
All trademarks identified by ®, TM, or SM are registered marks,
trademarks, and service marks, respectively, of Avaya Inc. All
other trademarks are the property of their respective owners.
Source: Avaya Newsroom
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version on businesswire.com: https://www.businesswire.com/news/home/20200709005200/en/
For media inquiries: Alex Alias alalias@avaya.com
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