Avaya announced that it has been positioned as the Leader in the 2018 Gartner Magic Quadrant for Contact Center Infrastructure worldwide. Avaya believes the portfolio addresses the Customer Experience Priorities in 2018 identified in a Gartner report: “Across a range of CX improvement projects, personalization, Voice of the Customer (VoC), metrics and multichannel-related projects will be the highest priority activities in 2018.”
Avaya’s comprehensive, end-to-end portfolio helps drive digital transformation by providing the secure, flexible foundation to power seamless self and assisted service over any channel, the ability to create and integrate applications in house, from Avaya or other third parties, and the workforce management tools to ensure continuous improvement.
“Companies that prioritize the Customer Experience generally demonstrate a higher rate of revenue growth,” said Jim Chirico, president and CEO at Avaya. “The key to ensuring a quality experience in this digital age is to start with a robust, flexible infrastructure that enables the company to manage all aspects of the customer experience and serves them well into the future. Companies continue to rely on Avaya to enable their digital transformation, which is why we feel that no one in our industry has demonstrated the history of leadership, vision and execution that Avaya has achieved, highlighted by this most recent recognition as Leader in the Gartner Magic Quadrant.”
The 2018 report on the Magic Quadrant for Contact Center Infrastructure, Worldwide, evaluated 11 different contact center infrastructure vendors on completeness of vision and ability to execute. Gartner then positions companies within one of four quadrants: Visionaries, Niche Players, Challengers, and Leaders.
