Avaya Takes the Top Again in Gartner's Magic Quadrant for Contact Center Infrastructure

It’s a great honor to be recognized as a leader in your market for the year, and even more of one to get to say it 13 consecutive years in a row. We’re proud to announce that Avaya has been positioned in the Leader’s Quadrant in the Gartner Magic Quadrant for Contact Center Infrastructure for 2013, making the company the only entrant that has been listed in this section since the inception of the Magic Quadrant for Contact Center Infrastructure in 2001.

For those who may be unfamiliar with the report, the annual Gartner Leaders Quadrant covers vendors that provide equipment, software and services to operate contact centers for customer, employee and service support, including outbound telemarketing, helpdesks and other structured communications operations.

For the past 13 years, Avaya has focused on innovating its end-to-end contact center portfolio to deliver a holistic experience and assistance for consumers to streamline effort and effectiveness. Since the 2012 Magic Quadrant, we’ve added in new additions for Performance Management to help refine workforce management tools, not to mention other services like the new Avaya Customer Experience Virtualized Environment and Avaya Outbound Contact Express.

On the topic of leadership, last month we released the results of a customer effort survey that highlighted how the amount of work a customer exerts to obtain service affects business priorities of revenue and market growth, brand loyalty and operational margins. The survey reinforces our understanding that direct experience is one of the leading factors to a person’s impression of a brand, and that building an easy, effortless service experience is key to keeping customers satisfied.

The survey also revealed that the more effort a customer has to put in to obtain what they are looking for, the more damaging it is for brands. In fact, 66 percent of customers said they’re likely to leave a company after high effort experience. Services like Avaya’s Contact Center solutions provide a solution for brands to keep customers satisfied – going the extra mile for customer service. As technology continues to shift and consumers are increasingly becoming more mobile, we’re creating new ways to deliver these types of services to customers, thus helping companies improve their customer service.

Visit Gartner’s page to read more about the report, and how Avaya’s Contact Center stands out against the crowd. We are incredibly proud and can’t wait to continue innovating the best customer service possible. You can view our press release here.