According to the report Gartner Magic report, Avaya is contact center leader

By Neil Zawacki
Updated: July 11, 2011

According to the report Gartner Magic report, Avaya is contact center leader

On July 7, 2011, Avaya announced that it had been designated a Leader in the 2011 Gartner Magic Quadrant for Contact Center Infrastructure, a graphical representation that show how vendors match up against specific criteria.

The annual report stated that Avaya was given the title of contact infrastructure leader due to its ‘ability to execute’ and ‘completeness of vision.’ It also defined 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.)

Avaya was also considered a leader due to its range of contact center solutions. The company offers the Avaya Aura® Contact Center, a software solution that allows companies to use real-time and historical information to provide high-quality customer care and communicate seamlessly across multimedia channels. In addition, Avaya offers Avaya Aura® Call Center Elite, a voice-based routing solution that uses context-based inputs to direct phone calls.

The Gartner Magic Quadrant also noted several worldwide trends that are likely to influence contact center infrastructure in the next year. These trends include momentum for email response management and web chat solutions, improvements to contact center workforce optimization functionality, and a higher awareness of the potential impact of social media influences.

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