Avaya cited as a contact centre infrastructure leader based on ‘ability to execute’ and ‘completeness of vision’

Guildford, UK, – Avaya, a global provider of business communications and collaboration systems and services, today announced that the company was positioned as a leader in the recently published 2011 Gartner Magic Quadrant for Contact Center Infrastructure, Worldwide.[1]

In the annual report, Avaya was cited as a contact centre infrastructure leader based on two key criteria: ‘ability to execute’ and ‘completeness of vision.’ Gartner defines contact centre infrastructure as “the products (equipment, software and services) needed to operate call centres for basic telephony support and contact centres for multichannel support. This type of infrastructure is used by customer and employee service and support centres, inbound and outbound telemarketing services, help-desk services, government-operated support centres and other types of structured communication operations.”

Avaya offers a range of contact centre solutions, including Avaya Aura ® Contact Center, which enables businesses to deliver high-quality agent-assisted experiences across multimedia channels, and Avaya Aura® Call Center Elite, the company’s powerful voice-based customer routing solution. Both integrate with Avaya Aura®, which provides Session Initiation Protocol (SIP)-based communication services that enable unified communications and contact centre solutions to be deployed to connected endpoints, regardless of the infrastructure the endpoints reside on.

The Gartner Magic Quadrant observed a variety of broad global trends influencing the planning of enterprise contact centre infrastructure for 2011. They include:

“Momentum for multichannel routing, including email response management, web chat and customer collaboration solutions.”

“Once almost solely limited to point-solution providers, many contact centre infrastructure suites or portfolios include some level of contact centre workforce optimisation functionality.”

“Increasing awareness of social media influences and the potential impact on contact centre exists, although actual adoption of social CRM solutions in contact centres remains primarily limited to companies that take a more aggressive approach to technology adoption.”

Quote:
Onkar Birk, General Manager, Contact Center Solutions, Avaya
“Our core strategy in contact centres is to continue to help businesses deliver competitively-differentiated customer sales and service,” said Onkar Birk, general manager, Avaya Contact Center division. “This means redefining customer experiences for a multimedia world now characterised by many different modes of real-time communications. To be successful in helping businesses turn customer experiences into competitive assets, businesses must be able to retain customer context as it travels across a range of media channels, yet do so in a streamlined, cost-effective way.”

[1] Gartner, Inc. "Magic Quadrant for Contact Center Infrastructure, Worldwide" by Drew Kraus et al, June 2011

More Information:
Gartner’s Magic Quadrant for Contact Center Infrastructure, Worldwide can be found online here: For more information on Gartner Magic Quadrant reports, please visit: www.gartner.com.

About the Gartner Magic Quadrant
The Magic Quadrant is copyrighted 2011 by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner's analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the "Leaders" quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.