Contact Center Solutions Featured Article

Nemertes PilotHouse Market Leader Award for IP Contact Center Presented to Avaya

September 28, 2012

Avaya (News - Alert) 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 (News - Alert), 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.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Austin 2012, taking place Oct. 2-5, in Austin, TX. Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.




Edited by Brooke Neuman

Article comments powered by Disqus

Related Contact Center Solutions Articles

Contact Center Solutions Week in Review: Interactive Intelligence Lync Integration

The Contact Center Solutions Community continues to grow in terms of both jobs and the reach of community interests as this week's news highlights. [ Read More ]
10/25/2014

Case Study: A Web-based Forecasting Solution for Sizeable Contact Centers

Technological advances over the past decade have led to an explosion of data. Companies across all industries are working hard to learn how to harness this data to improve their business operations and run more efficiently. This is the same story for the contact center solutions community - using data effectively can help with workload management and staffing optimization. The case study below demonstrates how two companies, Fourworkx and Shinetech Software, worked together to move workforce man… [ Read More ]
10/24/2014

Westpac Relies on Teradata Insights to Enhance Customer Experience

Australian bank Westpac selects Teradata solutions to get better insights for improving customer experience. [ Read More ]
10/24/2014

No Missing Links with Interactive Intelligence Lync Integration

There can be little denying that the Holy Grail for enhancing customer experiences is to absolutely ensure that the right people have the right tools at the right time to efficiently and effectively respond to customers in real-time. This is the reason so much attention and investment by vendors and their customers alike is being placed on omni-channel capabilities. [ Read More ]
10/24/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!