Paul LangAugust 12, 2020

For the Second Year in a Row, Avaya Wins for Contact Center Innovation

Since day one, we have been committed to continuously driving contact center innovation to help companies create experiences that matter. We have one of the world’s largest installed base of users, and over 85% of Forbes’ most admired companies in the world rely on our contact center solutions. Since March, we have enabled close to 2.5 million remote workers for more than 11,000 companies worldwide. We’re proud to be recognized for our work, most recently being identified as a leader in “The Aragon Research Globe for Intelligent Contact Center 2020” - making this our second year in a row.

The report, authored by Aragon Research CEO and Lead Analyst, Jim Lundy, recognizes our massive customer base and comprehensive cloud portfolio - private, public and hybrid - that continues to push the envelope. We were also recognized for our competitive AI capabilities - both native and through our extensive partner ecosystem - that help improve experiences and the effectiveness of contact centers in meeting changing customer expectations.  

Here are just some of the ways organizations are innovating using our intelligent contact center solutions:

Virtual advisor (chat bot): Avaya’s AI chatbot can deliver natural, contextually appropriate text responses to customers over a broad range of channels like chat and multimedia messaging (ex: WhatsApp). Companies like Banco Galicia are integrating existing solutions like screen and audio recording with the Avaya chatbot snap-in to increase efficiency and improve customer experiences. The solution answers almost 90% of queries that are received without the need of the operator. If the bot does not understand a client's request, the solution passes it to an agent to increase the quality of the user experience.

Workforce engagement management: As the contact center evolves, companies must prioritize the agent experience for dealing with more responsibilities and far more complex issues. Avaya is a recognized leader in workforce engagement, with Frost and Sullivan recently honoring us with their 2020 North American Workforce Optimization Growth, Innovation and Leadership Award.

Conversational Intelligence: Avaya Conversational Intelligence automatically transcribes voice interactions into a readable format to improve the accuracy of conversations. Companies like Atento have been able to reduce after-call work by as much as 65% using the solution. Many customers are leveraging Avaya Conversational Intelligence as part of their COVID-19 response strategy, populating relevant information based on key words or phrases spoken (i.e. “exposure,” “infection,” “symptoms,” “asymptomatic”) to streamline efficiency, deliver better call experiences, and ensure compliance with recommendations, laws, and regulations. Avaya Conversational Intelligence can also be embedded into a conversational platform (think IVR) to automatically capture and process self-service voice interactions.

Successful organizations understand the need for contact center innovation. They see the contact center as the living, breathing hub of the connected enterprise, and they’re embracing innovative technologies like automation, AI virtual agents, workforce engagement management, multiexperience (MX), Contact Center as a Service (CCaaS), Communications Platform as a Service (CPaaS) and more to stay ahead.   Avaya is there every step of the way as they do so.

Aragon Research CEO Jim Lundy says it best, “the contact center market is evolving to address changes in customer expectations and more stringent enterprise requirements, and Avaya is at the forefront of applying innovation to the customer journey, including its application of emerging AI technologies.”

Explore The Aragon Research Globe for Intelligent Contact Center 2020 in full.

For the Second Year in a Row, Avaya Wins for Contact Center Innovation

Paul Lang

Paul leads Contact Center Marketing for Avaya. His career spans 25 years in the Contact Center market with leading roles in Product Marketing and Product Management. Paul focuses on the marketing of the full range of Avaya's Contact Center Portfolio to drive adoption with new and existing customers.

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