Contact Center Solutions Featured Article

Frost & Sullivan Awards Avaya with 2013 North American Omni-channel Customer Engagement Company of the Year

March 14, 2014

The available technology today allows consumers to interact not only with their friends and families, but also the companies they buy products and services from. Business managers that are not able to recognize the importance of providing a holistic, personalized, and proactive customer experience will likely see loss of customers, missed sales opportunities, low revenue and reduced loyalty. Understanding customers and the experience an organization provides them is a critical component for companies with digital or physical presence.

Avaya, provider of business collaboration and communications solutions, providing unified communications, contact centers, networking, and related services, was recognized by Frost & Sullivan for providing the industry's most innovative and successful approach with a mature platform for its customer engagement strategy. Frost & Sullivan named Avaya recipient of the 2013 North American Omni-channel Customer Engagement Company of the Year Award.

The award is given for exhibiting the best performance in growth strategy excellence, growth implementation excellence, innovation with products and technologies, leadership in customer value, and leadership in market penetration after a rigorous analysis of the leading companies offering customer engagement solutions.

Avaya was chosen based on its vision for the Aware Customer Experience and customer experience management (CEM) as well as the development of its strategy and product roadmap support of new interaction channels for customers including social, mobile and chat.

The Avaya CEM allows organization to:

  • Unify and simplify multichannel self-service and proactive engagement with a single, software platform
  • Transform customer service strategies with combined SMS, email, and phone-based campaigns that increase results
  • Intelligently coordinate services and resources based on real-time insights

The platform is available with other applications from Avaya including: the Avaya Aura Experience Portal 7.0, an application platform for omni-channel inbound and outbound self-service and contact routing applications from Avaya and Avaya DevConnect Partners; Proactive Outreach Manager, which brings together management of all outbound communications into a single solution managed on the Avaya Aura Experience Portal; and Intelligent Customer Routing, which helps optimize every interaction with real-time visibility into caller intent, cross channel interaction history, and other business insights.

"Avaya is a thought leader that has delivered on its strategy and product roadmap. It knows well how to tie all of the assets of the contact center together to better engage with the customer. Its growth strategy incorporates all assets of the contact center, together with Unified Communications and Collaboration and IP infrastructure. At the same time, Avaya's strategy and approach is focused on helping clients re-engineer their corporate culture and processes so as to achieve true Omni-Channel Customer Engagement," said Nancy Jamison, principal analyst, Customer Contact, Frost & Sullivan.

Edited by Cassandra Tucker