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July 23, 2012
AVAYA News - Avaya Acknowledged as Leader in the 2012 Magic Quadrant
By Mini Swamy, TMCnet Contributor
Avaya's (News - Alert) abilities to avoid the conservative approach and incorporate the broad trends currently influencing the planning and deployment of enterprise contact center infrastructure has made Gartner (News - Alert) sit up and acknowledge Avaya's capabilities in the contact center.
Positioned as a Leader in the 2012 Magic Quadrant for Contact Center Infrastructure, Worldwide, Avaya was recognized for its “ability to execute” and “completeness of vision,” according to a news release.
Avaya's ability to deliver a consistent, world-class customer experience stemmed from its deep understanding of customers, their needs and preferences over time, regardless of the channels they used for communication. There was an increase in awareness of social media influences and the potential impact on contact center operations.
The recently introduced new and expanded solutions to enable companies to offer and manage social media, mobile and video customer service has also enhanced Avaya's ability to let businesses deliver high-quality, agent-assisted experience across multimedia channels.
“Our goal is nothing short of helping our customers deliver extraordinary experiences to their customers by connecting the channels of interaction, the processes, and metrics into cohesive, end-to-end solutions," said Brett Shockley (News - Alert), senior vice president and general manager, applications and emerging technologies at Avaya
Integration with Avaya Aura has allowed the firm to change the nature of a contact center, allowing Avaya to deliver a high-quality agent experience and consequently a complete customer experience interaction management solution
All this directly influences brand preference, loyalty and profitability that translates into positive business results, warranting a place in Gartner's Magic Quadrant.
According to a report from Info-Tech Research Group, Cisco has been listed as top "champion," positioning itself as the leading IP telephony vendor of highly targeted products. Avaya also achieved champion status in this year's report, powered strongly by its top-end BYOD program along with Mitel (News - Alert), which offers highly flexible deployment options and a growing partnership with VMware.
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Edited by Braden Becker
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