Avaya positioned by Aragon Research as leader in Intelligent Contact Center Solutions, enabling enhanced customer, employee experiences driven by AI

Avaya (NYSE:AVYA), a global leader in solutions to enhance and simplify communications and collaboration, announced it has, for the fourth consecutive year, been named as a leader in The Aragon Research Globe for Intelligent Contact Centers (ICC) 2022, for the Avaya Experience Platform.

According to the report, authored by Aragon Research CEO and Lead Analyst Jim Lundy, the AI-powered, multicloud Avaya Experience Platform offers a full UCC platform that “enables organisations to create and deliver in-the-moment experiences” and “has one of the largest contact centre installed bases, offering private, public and hybrid cloud". The report also indicates Avaya’s contact centre solution is designed to “provide the foundational, rich capabilities required to meet sophisticated customer needs, while offering organisations the speed and agility to innovate and change on demand”.

Delivering an enhanced customer and employee experience is a critical requirement for the contact centre within many businesses, regardless of their deployment approach. Aragon Research predicts next year will be one with more personalisation offered through data platforms such as a CRM, and by 2024, 55% of contact centre providers will enable the development of an enhanced customer profile, which will provide a more personalised customer experience.* The Avaya Experience Platform empowers organisations to:

• Connect all touch points across the customer journey – including voice, video, chat, messaging and social – while leveraging AI, insights, knowledge and resources from across the organisation to maximise performance and experiences.
• Deliver holistic, personalised customer and employee experiences by aligning processes, functions and resources.
• Enable an intelligent customer journey allowing agents to deliver relevant experiences and faster time to resolution.
• Facilitate advanced, self-service opportunities using dynamic knowledge management capabilities for agents, customers and bots, allowing them to locate the necessary information to resolve inquiries.
• Enhance workforce engagement with tools to motivate, empower and mentor employees from recruitment to retention.
• Optimise every experience with real-time reporting and insights.

According to Lundy, in an intelligent contact centre, organisations not only know the people who are calling them, but they understand the needs of the buyer or customer in need of support.

“Avaya has been leveraging its combined strengths in intelligent contact centre and unified communications and collaboration (UCC) to offer customers choices when it comes to cloud – including hybrid cloud," said Lundy.

“Contact centres need to evolve and innovate in this rapidly changing environment where customer expectations continue to increase,” said Tim Sherwood, Vice-President of Product and Offer Management at Avaya. “Customers want their interaction with companies to be on their own terms – when and how they choose – with the same level of service. The Avaya Experience Platform enables users to provide effortless interactions and deliver for their customers in various cloud deployment models from almost anywhere.”

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 15 major providers in a market that focuses on all forms of collaboration and communication based on its three dimensions that enable comparative evaluation of the participants in a given market. “Leaders” are noted as having comprehensive strategies that align with industry direction and market demand and perform effectively against those strategies.

Reference:

* Aragon Research. “The Aragon Research Globe for Intelligent Contact Centers, 2022” by Jim Lundy, November 2022

Additional resources

• View the Aragon Research Globe for Intelligent Contact Centers (ICC) 2022 report.
• Browse our e-book, A day in the life of your contact center.
• Learn from our study that in order to elevate customer experience, companies need total experience.
• Read our Inner circle guide to next-generation customer contact.
• Read our blog, Contact center automation: How it improves customer and employee experiences.

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 organisation 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.