BASKING RIDGE, N.J. - (Thursday, September 27, 2012) – Business customers interviewed and surveyed for the Nemertes 2012 PilotHouse Awards have selected Avaya, a global provider of business collaboration and communications solutions and services, as the vendor of choice for IP Contact Center solutions. Avaya won the IP Contact Center award in the Market Leader classification for the second year in a row, earning top marks for customer service and value.

The Nemertes PilotHouse Award for IP Contact Center recognises vendors that offer solutions such as Automatic Call Distribution (ACD), Integrated Voice Response (IVR), Computer Telephony Integration (CTI), and related applications over an IP-based service. The award is based solely on the views and experiences of actual users.

Avaya offers a complete Customer Experience Interaction Management solution portfolio, which enables businesses to deliver high-quality, self or assisted experience across multimedia channels by optimising agents and technology. All Avaya Customer Experience Interaction Management solutions integrate with Avaya Aura®, which provides Session Initiation Protocol (SIP)-based communications services that enable unified communications and contact centre solutions to be deployed to connected endpoints, regardless of the infrastructure the endpoints reside on.

Nemertes PilotHouse awards are based on primary research through in-depth interviews with IT decision-makers, who rate vendors based on their experiences with them. Nemertes augments these interviews with a broad survey of IT decision-makers. Nemertes then issues PilotHouse awards to those vendors and service providers.

Quotes
“Contact center technology customers in North America have selected Avaya as the top provider of IP Contact Center solutions for the second year in a row. They gave us top marks for customer service and value, and we are thankful to our customers for the recognition. Avaya provides world class customer experience management solutions that span voice, video and social media to help businesses deliver extraordinary experiences to their own customers, regardless of the channel.”
—Brett Shockley, SVP and GM, Applications and Emerging Technologies, Avaya

“Avaya posted solid scores in all three ratings areas: technology, customer service, and value.  Its customer service score is the highest among all IP contact center vendors, reflecting improvements in partner training and expansion of managed service offerings.”
—Irwin Lazar, VP and Service Director, Nemertes Research