Thanks for the feedback! Avaya and 2018 Gartner Peer Insights for UC
I had an interesting hallway debate with one of my colleagues, Lisa, earlier this week: is it better to get positive feedback from customers or is it better to hear about their problems? Now my colleague is in product management, and she said she’d rather hear complaints any day. As Lisa explained it, “I know our products work great, but my job is to make them better. Tell me what else you want, tell me how it could work better, that way I can implement it.” I admire her attitude—the relentless pursuit of “better” isn’t something that comes to all of us naturally, and I’m happy to say it’s a core value I’ve seen across the Avaya team.
For my part, I argued that positive feedback was better. To my mind, a customer’s positive response is the ultimate validation that we got it right—something that can be a challenge in the dynamic world of high tech. Our customers are the ultimate arbiter. Will they buy again? Will they tell others about their Avaya solutions? And will they perhaps brag a bit about how they were able to make a positive impact on their business with Avaya? We’ve all purchased products that give us that lift—we think to ourselves “Man, they nailed it! I’m a customer for life!” It doesn’t matter if it’s a car, or a new smartphone or an outstanding meal—we all know what great is and when we find it, we typically pass the news on to those around us.
This hallway debate, by the way, was kicked off by the recent announcement that Avaya has been recognized as a Customers’ Choice in the 2018 Gartner Peer Insights for Unified Communications. We’ve had a lot of great feedback this year, much of it from the analyst community and industry groups, but this recognition is a little different. The Gartner Peer Insights reviews come from valid customers (and yes, Gartner ensures that they are valid customers). That kind of feedback is pure gold. It’s one thing to get positive feedback from an industry analyst, but anonymous feedback from the people who buy, implement, and manage our solutions in their business, day in and day out is, as I said, pure gold. In case you’re wondering, to be recognized, a vendor must score an average of 4.2 out of 5 across a minimum of 50 validated customer reviews.
So is this recognition a win for me or my colleague? Perhaps the best news is that the Gartner Peer Insight reviews actually satisfy both of us. They are written in a way that lets the customer tell us what went right and where things could be improved, so Lisa can focus in on what should be next on the development roadmap. And I get ratings on variables that range from overall satisfaction, to implementation time, to Avaya and Partner support—ratings I’m happy to say are consistently high across the board. Frankly, it’s great to receive comments like “Avaya has a very stable and reliable platform”, “I am amazed by how reliable and versatile Avaya Aura Platforms are in terms of design,” and “There are many VoIP systems out there. Avaya has always been in the forefront as far as I am concerned. Their products are rock solid.”
Let me end by sincerely thanking you, our customers, for your ongoing feedback. Whether it’s through the Gartner Peer Insights, through an account team, through our International Avaya User Group, or perhaps a discussion on the trade show floor at one of our events, we very much appreciate your input. Hearing from you makes us better, it validates our efforts and, of course, gives us goals for continuous improvement. We appreciate your time. We appreciate your business.