Avaya won the 2012 Nemertes PilotHouse Market Leader Award for IP Contact Center for the second consecutive time. Avaya asserted that its solution garnered top marks for customer service and value.
Brett Shockley, SVP and GM of applications and emerging technologies at Avaya said, “Contact center technology customers in North America have selected Avaya as the top provider of IP Contact Center solutions for the second year in a row. They gave us top marks for customer service and value, and we are thankful to our customers for the recognition. Avaya provides world class customer experience management solutions that span voice, video and social media to help businesses deliver extraordinary experiences to their own customers, regardless of the channel”.
Nemertes asserted that it presents these PilotHouse Market Leader awards to provide analysis of vendor and service provider performance from the perspective of IT professionals who use that technology. For the IP Contact Center award, Nemertes gathered ratings of IP contact center providers with a range of offerings.
Avaya claimed that its IP contact center solutions are designed to improve customer service, increase productivity and lower costs. Avaya IP Office supposedly delivers the sophisticated call routing and distribution that’s a hallmark of any customer service operation. And it has a full range of management and reporting capabilities to help users fine-tune their service performance.
Avaya’s Customer Experience Interaction Management solution portfolio helps businesses realize high-quality, self or assisted experience across multimedia channels by optimizing agents and technology.
Nemertes added that Avaya posted solid scores in all three ratings areas: technology, customer service, and value. Its customer service score is the highest among all IP contact center vendors, reflecting improvements in partner training and expansion of managed service offerings.
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