Basking Ridge, NJ-based provider of business communications applications, systems and services Avaya Inc. has announced that it has been positioned as a Leader in the recently published Gartner Magic Quadrant for Contact Center Infrastructure, Worldwide. Avaya was chosen for its “ability to execute' and 'completeness of vision.”
Gartner defines contact center infrastructure as “the products (equipment, software and services) needed to operate call centers for basic telephony support and contact centers for multichannel support. This type of infrastructure is used by customer and employee service and support centers, inbound and outbound telemarketing services, help-desk services, government-operated support centers and other types of structured communication operations.”
“Our strategy in the contact center arena is to continue to integrate context-based services into the application layer of the Avaya Aura SIP architecture,” said Anthony Bartolo, general manager, Avaya contact center solutions. “And in doing so, we're redefining the interaction model for higher productivity, customer satisfaction, and lower costs.”
Avaya Aura provides the SIP-based communication services that enable unified communications regardless of the infrastructure that the endpoints reside on.
“The majority of shipped solutions are based on Internet standards, including TCP/IP in telephony and Session Initiation Protocol (SIP), which enables the systems to more readily support geographically separate operations on a centrally-deployed system and provide for greater scale in the application platform,” said the Gartner Magic Quadrant report.
“We believe Avaya's contact center infrastructure solutions enable companies to gain a full scope of a customer's needs -- from their historical relationship to their preferred mode of contact to their current, real-time requests,” Bartolo said. “We will continue to extend our vision of customer service excellence with new solutions that address the ever-evolving needs of the customer.”
Bartolo cited various instances where Avaya’s customers benefitted from its solutions. One customer increased first call resolution of customer problems from 7% to 72%, compared to the prior year. Another business used Avaya solutions to integrate multiple customer service platforms to drive a 12 percent reduction in costs in its first year of implementation.
The Magic Quadrant is a graphical representation of a marketplace in which various vendors are positioned according to the criteria specified by Gartner. These criteria include ability to execute, overall viability, sales execution/pricing, market responsiveness and track record, market execution and customer experience and operations; and completeness of vision. Intended solely as a research tool, the Magic Quadrant does not endorse any vendor.