Leading research firm ranks Avaya ahead of
Cisco, Five9, 8x8, RingCentral and others
Avaya (NYSE: AVYA), a global leader in solutions to enhance and
simplify communications and collaboration, today announced it has
been classified as an Innovative Vendor and a Value Index Leader in
the Capability category, and ranked among the top five CCaaS
providers overall in the Ventana Research ‘2021 Value Index for
Contact Center in the Cloud.’ Avaya OneCloud™ CCaaS is an
AI-powered contact center solution that enables millions of agents,
at thousands of organizations around the world, to deliver
exceptional customer experiences that build brand loyalty and drive
business growth.
The 2021 Value Index for Contact Center in the Cloud identifies
the companies that deliver the highest value based on an overall
weighted evaluation and the rating of the vendor for product and
customer experience. According to the report1, Avaya ‘shows how
they continue to meet a broader range of enterprise requirements
with feature sets geared toward omnichannel interaction handling,
channels and performance, with analytics that target the enterprise
customer needs.’ Ventana Research highlighted Avaya’s investment,
innovation and comprehensive approach to contact center solutions,
providing the company with their highest ranking in the Capability
category.
Improving the quality of experiences throughout the customer
journey has become among the most important differentiators and
competitive advantage for many businesses. Avaya OneCloud™ CCaaS
enables organizations to create true customer experience centers,
by easily expanding their digital capabilities and effectively
leveraging the power of cloud, AI, and IOT to deliver great
customer service. Avaya OneCloud CCaaS enables organizations
to:
- Connect customers and staff in more intelligent ways and based
on the many new device modalities like NLU that support many more
personas
- Support customers with engagement options that are more
precisely aligned to their buying journey and customer service
ambitions
- Streamline and optimize processes for both customers and
employees
- Leverage real-time insights and knowledge to anticipate
customer needs, guide next-best actions and inform better decision
making to provide more memorable experiences
“Avaya is creating the future of customer experience with a
OneCloud CCaaS solution that deliver game-changing business
benefits,” said Anthony Bartolo, Executive Vice President and Chief
Product Officer, Avaya. “A contact center focused on being able to
compose customer journeys bolsters brand preference through
consistent, frictionless experiences. Our cloud communications
solutions and multi-cloud application ecosystem power personalized,
intelligent, and effortless customer and employee experiences to
help achieve strategic ambitions and desired outcomes. We’re
excited to be identified as an Innovative Leader and Capability
Value Index Leader in the 2021 Value Index for Contact Center in
the Cloud, and we look forward to further enabling our customers’
success by driving continual innovation for experiences that
matter.”
"The contact center industry is in the midst of a historic shift
to utilizing cloud computing," says Keith Dawson, Vice President
and Research Director of Customer Experience, Ventana Research.
"Organizations and those in the contact center should know that
cloud-based platforms represent the cutting edge of innovation and
development. Avaya is a longstanding contact center provider from
on-premise to now cloud computing. Its reenergized commitment and
efforts to the contact center were clear in the assessment and
resulting ranking in many of the categories. We’re excited to see
Avaya’s continued growth and commitment to the customer experience
journey for their customers.”
Ventana Research Value Indexes are the result of decades of
experience and over 18 years of research and knowledge of the
market for customer experience software. It provides an in-depth
analysis of technology suppliers' products working with mobile
technology, evaluating their strengths and gaps compared to
competitors’ products.
The Contact Center in the Cloud Value Index is neither sponsored
nor influenced by technology vendors and is conducted solely in
pursuit of Ventana Research's mission to provide value to business
and IT through advisory services, benchmark assessments and
workshops. Ventana Research's goal is to help guide organizations
to optimal efficiency in their use of technology investments for
business and IT.
1https://www.ventanaresearch.com/value_index/customer_experience/contact_center_in_the_cloud/market-report/2021
Additional Resources:
- Download the 2021 Value Index for Contact Center in the Cloud
report.
- Learn how to create an effortless experience for customers with
Avaya OneCloud CCaaS.
- Read how Supercharge Your Customer and Agent Experience with
AI-Enabled Customer Journeys.
About Avaya
Businesses are built by the experiences they provide, and
everyday millions of those experiences are delivered by Avaya
Holdings Corp. (NYSE: AVYA). Avaya is shaping what's next for the
future of work, with innovation and partnerships that deliver
game-changing business benefits. Our cloud communications solutions
and multi-cloud application ecosystem power personalized,
intelligent, and effortless customer and employee experiences to
help achieve strategic ambitions and desired outcomes. Together, we
are committed to help grow your business by delivering Experiences
that Matter. Learn more at http://www.avaya.com
About Ventana Research
Ventana Research is the most authoritative and respected
benchmark business technology research and advisory services firm.
We provide insight and expert guidance on mainstream and disruptive
technologies through a unique set of research-based offerings
including benchmark research and technology evaluation assessments,
education workshops and our research and advisory services, Ventana
On-Demand. Our unparalleled understanding of the role of technology
in optimizing business processes and performance and our best
practices guidance are rooted in our rigorous research-based
benchmarking of people, processes, information and technology
across business and IT functions in every industry. This benchmark
research plus our market coverage and in-depth knowledge of
hundreds of technology providers means we can deliver education and
expertise to our clients to increase the value they derive from
technology investments while reducing time, cost and risk.
Ventana Research provides the most comprehensive analyst and
research coverage in the industry; business and IT professionals
worldwide are members of our community and benefit from Ventana
Research’s insights, as do highly regarded media and association
partners around the globe. Our views and analyses are distributed
daily through blogs and social media channels including, Twitter,
Facebook and LinkedIn.
To learn how Ventana Research advances the maturity of
organizations’ use of information and technology through benchmark
research, education and advisory services, visit
www.ventanaresearch.com.
Cautionary Note Regarding Forward-Looking Statements
This document contains certain “forward-looking statements.” All
statements other than statements of historical fact are
“forward-looking” statements for purposes of the U.S. federal and
state securities laws. These statements may be identified by the
use of forward-looking terminology such as "anticipate," "believe,"
"continue," "could," "estimate," "expect," "intend," "may,"
"might," “our vision,” "plan," "potential," "preliminary,"
"predict," "should," "will," or “would” or the negative thereof or
other variations thereof or comparable terminology. The Company has
based these forward-looking statements on its current expectations,
assumptions, estimates and projections. While the Company believes
these expectations, assumptions, estimates and projections are
reasonable, such forward-looking statements are only predictions
and involve known and unknown risks and uncertainties, many of
which are beyond its control. The factors are discussed in the
Company’s Annual Report on Form 10-K and subsequent quarterly
reports on Form 10-Q filed with the Securities and Exchange
Commission (the “SEC”) available at www.sec.gov, and may cause the
Company’s actual results, performance or achievements to differ
materially from any future results, performance or achievements
expressed or implied by these forward-looking statements. The
Company cautions you that the list of important factors included in
the Company’s SEC filings may not contain all of the material
factors that are important to you. In addition, in light of these
risks and uncertainties, the matters referred to in the
forward-looking statements contained in this press release may not
in fact occur. The Company undertakes no obligation to publicly
update or revise any forward-looking statement as a result of new
information, future events or otherwise, except as otherwise
required by law.
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trademarks, and service marks, respectively, of Avaya Inc. All
other trademarks are the property of their respective owners.
Source: Avaya Newsroom
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For Media Inquiries Alex Alias alalias@avaya.com
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