Avaya Named as a Leader in Gartner Magic Quadrant

Avaya Named as a Leader in Gartner Magic Quadrant

July 10th, 2014

For the 14th consecutive year, Avaya has been named as a Leader in the Magic Quadrant by Gartner for Contact Center Infrastructure. Avaya is the only company consistently appearing in the Leaders Quadrant since its inception. The Gartner Annual report covers infrastructure technologies for multichannel assisted and automated customer, employee and service support. Positioning is based on completeness of vision and ability to execute.

According to the 2014 Gartner Magic Quadrant for Contact Center Infrastructure, “contact center managers prefer to purchase much, or all, of their contact center infrastructure from a single source as a bundle in pursuit of easier and enduring integration, cradle-to-grave integrated reporting, and easier system management. Therefore leading contact center infrastructure vendors offering complete portfolios of solutions, comprising their own products and those of partners and other strategic suppliers, are being favored.”

There are many challenges in a contact center, including customers wanting to communicate on their terms, customers needing to repeat themselves once answered, customers reporting bad service with agents, agents not productive during quiet times, and losing sales as callers are dropping before answered.

With Avaya’s newly launched IP Office Contact Center, these challenges can be resolved. IP Office Contact Center, which offers many of the capabilities of the company’s enterprise-grade customer experience management platform, can help SMB support organizations deliver better customer service. It is a fully integrated contact center with skills-based routing, call recording, multichannel (voice, email, web chat) and reporting (real-time and historical).

Avaya Contact Center solutions are available in several deployment models: premises-based solutions, managed and outsourced services, and in a CCaaS model through Cloud Service Providers. It is targeted for customers with up to 2000 employees and between 5 to 100 agents.

Read more about Avaya.

About the Gartner Magic Quadrant

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

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