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July 02, 2009

AVAYA News - Avaya IVR Systems and Enterprise Voice Portals Receives Strong Rating

By Raju Shanbhag, TMCnet Contributor

Avaya (News - Alert) Voice Portal, an ‘open standards’ based platform for automating inbound and outbound voice and video customer care, has received a “Strong Positive” rating from Gartner as part of its recent “MarketScope for Interactive Voice Response (IVR) Systems and Enterprise Voice Portals, 2009.”

This is the highest rating and highlights vendors that have an "established market presence in terms of market share and mind share for voice response solutions."
With the MarketScope report, users can get specific guidance on deploying or deployed products or services.
“In my opinion, a 'Strong Positive' ranking from Gartner (News - Alert) for Avaya demonstrates the company's commitment to offering products that meet the demands of keeping customers happy, while keeping costs down," said Chris McGugan, vice president, Contact Center Product & Solutions Marketing, Avaya.
"We see increased consumer demand for speech self-service technologies, and are working to get businesses the best technology available to serve that interest.”
IVR and Voice Portal solutions replace a contact center agent to perform tasks via the telephone. They provide a provable and often sizeable return on investment and a strong business case for contact center self-service applications.
Recently, Avaya announced that its contact center solutions, including the flagship “Avaya Communication Manager 5.1.2,” “AES 4.2” and “Proactive Contact/PDS with CTI (News - Alert)  4.0.1,” now interoperate with VPI CAPTURE interaction recording and VPI QUALITY agent evaluation applications from contact center solutions providerVoice Print International. VPI offers a full suite of contact center applications – including call recording, screen capture, and quality monitoring.  

Raju Shanbhag is a contributing editor for TMCnet. To read more of Raju’s articles, please visit his columnist page.

Edited by Stefania Viscusi

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