Avaya, a global leader in customer experience solutions, announced it has been named for the fifth consecutive year as a Leader in The Aragon Research Globe™ for Intelligent Contact Centres (ICC) 2024, for the Avaya Experience Platform™ with AI transforming the contact centre powering virtual agents and enhancing the customer experience.
According to the report[1], authored by Aragon Research CEO and Lead Analyst Jim Lundy, while demand for the modern contact centre is here, the race has only just begun for intelligence within it. “Contact centres have become not only cost centres but experience centres with AI becoming one of the primary technologies to enable better experiences through the use of GenAI,” said Lundy.
Avaya Experience Platform enables an intelligent contact centre for organisations to quickly and easily layer-on innovative cloud technologies delivering an experience that provides their end-users with more options, faster responses, and a more personalised approach. This AI-powered solution allows organisations to interact with customers on channels of their choice – chat, email, social messaging –delivering effortless experiences for customers and employees at every touchpoint – bringing together teams, resources, and insights to maximize contact centre performance and experiences.
AI is increasingly being leveraged in the contact centre with GenAI being used to build virtual agents, some of whom are working alongside human agents to provide call assistance. “Avaya’s API-first strategy enables us to bolster connectivity with third-party applications such as those used to build virtual agents while paving the way for a more integrated and flexible ecosystem and delivering an enhanced customer experience,” said Jay Patel, Global Vice President of Product Management, Avaya.
Avaya innovation supports organisations’ existing infrastructure and journey to the cloud. With Avaya, organisations can transform their on-premises communications and contact centre capabilities through hybrid cloud deployments so they can experience technology innovation without business disruption. Organisations can quickly improve both customer and employee experiences, as Avaya Call Centre Elite voice agents can now leverage advanced functionalities including a personalized unified WebRTC desktop. They can embrace digital channels from the cloud, giving their customers a channel of choice to contact them – all without altering existing call flows – and can easily add the technologies they need to drive better business outcomes.
“Avaya’s multi-cloud approach, reinvigorated leadership team, and refreshed products make the company one to watch,” said Jim Lundy, CEO and Founder, Aragon Research.
The Aragon Research Globe is a market evaluation tool that graphically depicts Aragon Research’s evaluation of a specific market and its component vendors. Aragon Research examined 15 major providers in a market that focuses on all forms of collaboration and communication based on its three dimensions that enable comparative evaluation of the participants in a given market. “Leaders” are noted as having comprehensive strategies that align with industry direction and market demand and perform effectively against those strategies.
View the Aragon Research Globe™ for Intelligent Contact Centres (ICC) 2024 report.
Aragon Research does not endorse vendors, or their products or services that are referenced in its research publications and does not advise users to select those vendors that are rated the highest. Aragon Research publications consist of the opinions of Aragon Research and Advisory Services organisation and should not be construed as statements of fact. Aragon Research provides its research publications and the information contained in them “AS IS,” without warranty of any kind.
About Avaya
Businesses are built by the experiences they provide, and every day, millions of those experiences are delivered by Avaya. Organisations trust Avaya to provide innovative solutions for some of their most important ambitions and challenges, giving them the freedom to engage their customers and employees in ways that deliver the greatest business benefits. Avaya contact centre and communications solutions power immersive, personalized, and unforgettable customer experiences that drive business momentum. With the freedom to choose their journey, there’s no limit to the experiences Avaya customers can create.
Learn more at www.avaya.com.