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 Must Have Contact Center Features

    If you’re running a business, your contact center is of paramount importance. In fact, 85% of companies view customer service as the greatest of their top, industry-wide differentiators. more

  • 10 Reasons Why  Automated Agents  Aren't the Answer

    Automated customer service agents are a tempting option. They never need time off. You don’t have to pay them a salary. They don’t even need a physical workspace. But despite these advantages, they remain a poor substitute for live agents. more

  • The 2017 Contact Center Comparison Guide: Q2 Edition

    We want to make sure you have the freshest information possible, so we’ve updated that chart to reflect the state of the contact center market for Q2. more

  • Contact Center Software for SMBs

    If you run a small- to medium-sized business (SMB), finding ways to compete with larger, more established companies can prove troublesome—fortunately, contact center software can help. more

  • How to Update Your Contact Center Software

    If improving customer experience is important to you (it should be), then 2017 may be a good year to reevaluate the software you use for your contact center. With customer preferences shifting, the importance of an efficient contact center has never been higher. You cannot afford to simply focus on keeping costs low. Significant competitive advantages are available to businesses who manage this area effectively. more

Related Articles