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.

Featured Research
  • 2017 Contact Center Software Cost Guide

    Are you paying too much for your contact center software? Are you satisfied with its capabilities, or do you wish it did more? These are questions most businesses don’t take the time to think about, even though contact center software is one of the most important investments that you’ll make. With a little bit of planning, you can end up saving money and still end up with better functionality. more

  • 10 Contact Center Myths Busted

    For most forward-thinking companies, the use of contact center software is on the rise. That said, in spite of contact center software’s sudden rise in popularity, a number of myths have begun to take shape. more

  • How Workforce Optimization Reduces Agent Attrition

    The average turnover rate for contact centers is two times greater than it is across all industries. This leads many to consider high agent attrition normal, but the truth is that you can save a lot of money by working to reduce it. more

  • 7 Common Pain Points Contact Center Software Eliminates

    Owning and operating a business comes with its fair share of ups and downs. That said, the more disheartening moments almost always seem to negatively influence your company’s bottom line. Though by no means an all-inclusive culprit, much of the time, a downtrending bottom line can be accurately chalked up to poor customer service—the numbers back us up on this one. more

  • Contact Center Implementation 101

    Starting, maintaining and growing a successful business is largely dependent on great products and services. That said, there’s another important factor many eager entrepreneurs overlook…customer experience. more

Related Articles