Avaya named Leader in Gartner Magic Quadrant for Contact Centers

Updated: May 17, 2012

Avaya named Leader in Gartner Magic Quadrant for Contact Centers

Avaya has been positioned as a Leader in the 2011 Gartner Magic Quadrant for Contact Center Infrastructure Worldwide. In the annual report, Avaya was cited as a contact center infrastructure leader based on two key criteria: ‘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.

Featured Research
  • 15 Ways to Optimize Your Contact Center

    We live in a time where customer experience is seen as an important competitive differentiator. Given this, wouldn't you like to make sure that your contact center is fully optimized to meet your business needs? Deciding to upgrade and optimize your contact center is a big step, and one that shouldn't be done without due diligence and plenty of research. more

  • Benchmarking Your Contact Center

    Are you aware of how your contact center stacks up in comparison to your competitors? In an era where customer service is viewed as a key competitive differentiator, it is absolutely essential for you to utilize benchmarking in order to ensure that your contact center is helping and not hindering your bottom line. more

  • Contact Centers vs. Call Center

    Believe it or not, contact centers and call centers are not the same thing. Both of them serve the same purpose in ensuring that your business provides the best possible customer service, however, there are distinct differences between the two. more

  • The Social Side of Service

    Did you know that 83% of Twitter users who tweeted a complaint said they loved receiving a response from the brand? In order to provide the best possible service to your customers, you MUST provide service on the channels that they are utilizing. Social customer service might seem scary and undefined, but can be much more effective and less expensive than traditional channels. more

  • Top 10 Contact Center Tools for an Unforgettable Customer Experience

    It should come as no surprise that consumers have only increasingly become less and less brand loyal in the modern age. In fact, 89% of them have switched brands within the last year due to a poor customer experience. One of the major steps to preventing this customer churn is to invest and invest heavily into improving your customers' experience. Now the major question to ask yourself is, "of all the contact center tools available, what are the ones that I should be utilizing for my business?" more

Related Articles