Avaya Recognized for Infusing Customer Journey
Intelligence into its Wide Range of Solutions for Contact Center,
Unified Communications & Collaboration
Avaya Holdings Corp. (NYSE:AVYA) today announced it has been
awarded with Frost & Sullivan’s 2019 Customer Value Leadership
Award for Customer Journey Intelligence, recognizing the advanced
AI and other Customer Journey Intelligence innovations that have
been built into Avaya’s broad, industry-leading portfolio of
customer and employee engagement solutions.
The global research firm recognized Avaya’s early and continuous
investment in AI and its strategic technology partnerships in the
areas of customer experience that have placed Avaya at the
forefront of AI-infused solutions to improve the customer journey.
In addition, Frost & Sullivan recognized Avaya’s success in
enhancing contact center agent’s ability to get the right
information at the right time to deliver powerful business outcomes
for its customers.
In response to changes in consumer behavior, the contact center
industry seeks to adopt new technology at an increasingly rapid
pace. Businesses today struggle to glean actionable intelligence
from their various customer interactions and use that intelligence
to better meet and even anticipate customer needs, whether through
self-service or live agent assist, and to similarly assist agents
across channels.
“In an everchanging landscape where customer experience is a
differentiator for brands, we are honored to be recognized for our
commitment to enhancing and helping to create meaningful
experiences that matter for our clients,” said Chris McGugan, CTO,
Avaya. “This achievement highlights Avaya’s ongoing investment and
leadership in applying AI to improve customer experience with more
personalized, intelligent and insightful interactions. We plan to
continue to deliver Customer Journey Intelligence to our clients
through the strength of our product portfolio, strategic
partnerships and commitment to innovation.”
According to Frost & Sullivan, Avaya understands that there
are numerous places where new technology can have a significant
impact on customer experience from the first point of contact a
customer has with a business through the complex landscape of a
multi-stage customer journey. Avaya’s customer experience
intelligence is highlighted in recent AI portfolio enhancements,
which include real-time agent scripting and new call flow scripting
capability that enables call flows to be defined in real-time for
both inbound and outbound calls, providing contact center agents
with on-screen, step-by-step guidance throughout the customer
interaction. In addition, with Avaya’s Intelligent Workspace
solution, agents have one AI-powered “single pane of glass” for
intelligent communication and collaboration management that is
personalized, intuitive, and customizable.
Avaya has also developed its unique A.I.Connect ecosystem of
partners to help customers integrate new capabilities from leading
vendors in the speech technology and AI-enabled customer engagement
market.
“Avaya was an early pioneer in the use of AI technologies to
enrich contact center applications and in the development of
analytics that enable companies to track solution and employee
performance as well as customer interactions,” said Nancy Jamison,
Principal Analyst, Frost & Sullivan. “Frost & Sullivan
believes that this rich history of funding innovation and its
experience in the contact center market helps enable Avaya to
effectively help customers differentiate customer experience.
Customer journey intelligence encompasses both the customer and
agent experience and comes from mining knowledge from the data
generated from customer interactions as well as providing the right
information back to customers and agents at the point of need to
improve the experience. Avaya has a clear understanding of the
impact new technology can have on customer experience and in
utilizing technology to infuse intelligence into the customer
journey.”
Frost & Sullivan's Best Practices Awards are presented each
year to companies that are predicted to encourage significant
growth in their industries, have identified emerging trends before
they became a marketplace standard, and have created advanced
technologies that will catalyze and transform industries in the
near future.
The award recognizes companies in a variety of regional and
global markets for demonstrating outstanding achievement and
superior performance in areas such as leadership, technological
innovation, customer service, and strategic product development.
Industry analysts compare market participants and measure
performance through in-depth interviews, analysis, and extensive
secondary research in order to identify best practices.
Further details about Frost & Sullivan’s Research
Methodology can be found here.
About Avaya
Businesses are built on the experiences they provide, and every
day millions of those experiences are built by Avaya (NYSE: AVYA).
For over one hundred years, we’ve enabled organizations around the
globe to win – by creating intelligent communications experiences
for customers and employees. Avaya builds open, converged and
innovative solutions to enhance and simplify communications and
collaboration – in the cloud, on-premise or a hybrid of both. To
grow your business, we’re committed to innovation, partnership, and
a relentless focus on what’s next. We’re the technology company you
trust to help you deliver Experiences that Matter. Visit us at
www.avaya.com.
About Frost & Sullivan
Frost & Sullivan, the Growth Partnership Company, works in
collaboration with clients to leverage visionary innovation that
addresses the global challenges and related growth opportunities
that will make or break today’s market participants. For more than
50 years, we have been developing growth strategies for the global
1000, emerging businesses, the public sector, and the investment
community.
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Company believes these expectations, assumptions, estimates and
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are discussed in the Company’s Registration Statement on Form 10
filed with the Securities and Exchange Commission, may cause its
actual results, performance or achievements to differ materially
from any future results, performance or achievements expressed or
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description of such risks and uncertainties, please refer to the
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included in the Company’s SEC filings may not contain all of the
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considering these risks and uncertainties, the matters referred to
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Source: Avaya Newsroom
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Alex Alias alalias@avaya.com
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