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July 26, 2013

AVAYA News - Avaya in Gartner Leaders' Quadrant for Contact Center Infrastructure

By Deepika Mala, TMCnet Contributor

For the 13th consecutive year, Avaya has been placed in the Leaders’ Quadrant in the Gartner (News - Alert) Magic Quadrant for Contact Center Infrastructure for 2013.

Gartner’s annual report covers vendors offering equipment, software and services to operate contact centers used for customer, employee and service support. It outlines the types of interactions, requirements and dominant architectures for supporting effective contact centers today.

According to the Gartner’s report, contact center managers increasingly prefer to purchase much, or all, of their contact center infrastructure from a single source in order to simplify integration and operations, for those infrastructure vendors who offer complete portfolios of solutions consisting of their own products and those of partners and other strategic suppliers.

The report has also found that cloud-based, contact center as a service models for hosted, multi-tenant systems are gaining attention, but are still not deployed on a large scale.

Avaya (News - Alert), since the 2012 Magic Quadrant, has improved it end-to-end contact center portfolio to reflect the changing requirements of companies that strive to deliver a holistic, low-effort customer experience through multiple channels for both assisted and self-service needs. The company has introduced new and enhanced solutions for customer interactions.

The firm has also developed packaged solutions that simplify contact center operations and accelerate deployment. Contact Center solutions of Avaya are available in several deployment models, like premises-based solutions, managed and outsourced services, and in a CCaaS model.

“Too many businesses are serving today’s consumers using yesterday’s technology out of fear that an IT disruption will negatively affect their service operations. Avaya Customer Experience Management solutions offer an end-to-end portfolio of solutions that minimize disruption while enabling mobile, multichannel interactions and providing new, actionable insights into consumer behavior, which help build loyalty, brand and revenue,” says Mark de la Vega, vice president of Contact Center Solutions, Avaya.

Edited by Alisen Downey

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