Connect your employees to your customers across the channels they use most.
Automate and personalize business processes with prebuilt or customized apps.
Call, meet, message, and more—all in one app.
Connect people, tasks, tools, and more in a customizable app built for immersive collaboration.
Rely on our team of experts to help you get the most from your investment.
Consult with the experts to create your best customer journey.
Find a cloud that’s flexible, secure, and dedicated to your organization.
Explore our complete portfolio of devices for individuals and conference rooms.
See what’s next for your full-featured call center.
Explore your options for communications innovation.
Take collaboration, both inside and out, to the next level.
Move at your pace with Avaya’s hybrid cloud options.
Deliver effortless experiences for customers and employees at every touchpoint.
Help your contact center run smoothly, no matter where your employees are.
Find an Authorized Avaya Channel Partner in your part of the world.
Build new, innovative communications solutions via Avaya’s open solution platforms.
See our partnerships with leading technology companies for unique and value-adding solutions.
Explore all of the partner types and programs available at Avaya
Sell the Avaya portfolio with benefits, incentives, lead gen, training, and marketing resources.
Transition customers to the cloud fast and on budget, supported by Avaya services and features.
Stay up to date on Avaya's latest news and solutions.
Deliver innovative and complete solutions to your customers.
Get to know Avaya through our blogs. Insights on collaboration, customer experience, AI, digital.
Watch videos and listen to podcasts by topic or just browse what’s new. Interviews, solutions, how-to’s, more.
See inspiring ways companies are using Avaya solutions to change the world of work.
Look at what's new in our world—and how it benefits yours.
Engage with us in an immersive and interactive experience—on site, virtually, or a combo.
Listen in on conversations with tech innovators who are transforming the experience economy.
Learn about the privacy, compliance, and security inside Avaya solutions.
Review the terms and policies associated with Avaya software and services.
Learn about Avaya’s progress and ongoing work to better serve our customers.
Access a full range of information and assistance for your Avaya solution.
For research and support, access our product documentation resources.
Meet Avaya experts at our events, webinars, expos, conferences and more.
In person or online, gain a full understanding of your Avaya solution and its capabilities.
Santa Clara, Calif. – July 9, 2020 – Avaya (NYSE:AVYA), a global leader in solutions to enhance and simplify communications and collaboration, today announced it has been included as a Leader in ‘The Aragon Research Globe™ for Intelligent Contact Center 2020’. Avaya Contact Center solutions enable millions of agents, at thousands of organizations around the world, help customers resolve issues and address ambitions every single day. Contact center staff use Avaya’s technology to connect and be productive, working from anywhere.
According to the report1, authored by Aragon Research CEO and Lead Analyst Jim Lundy, “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.”
Avaya’s extensive AI capabilities were specifically recognized, both native and through partnerships like its integration of Google Contact Center AI, for improving the customer experience and anticipating customer needs. “Avaya’s expertise enables customers to integrate new capabilities in the speech technology and AI-enabled customer engagement market,” Lundy added. “Avaya has one of the largest install bases of contact center deployments, offering private, public, and hybrid cloud, and it has continued to push the envelope.”
Avaya offers unmatched scale of tens of thousands of seat deployments, addressing unique customer requirements, for 90 percent of the Fortune 100 and over half of the Fortune 500 companies. For organizations considering the transition to a cloud contact center, Avaya’s OneCloud CCaaS multicloud solution meets the needs of any organization. Avaya global customers including Banco Galicia, C3i Solutions (an HCL Technologies Company), and Hydro Ottawa, among others, are helping to drive innovation with Avaya’s Intelligent Contact Center portfolio.
“Avaya’s Contact Center solutions enable our users to build a winning brand by providing effortless interactions and a consistently exceptional experience for their customers in any deployment model from anywhere across the globe,” said Anthony Bartolo, Executive Vice President and Chief Product Officer, Avaya, “An intelligent contact center bolsters brand preference through consistent, frictionless experiences, and we are committed to helping organizations enhance business outcomes by improving the customer journey. On any given day, millions of people are engaging with an Avaya contact center, and they probably don’t realize it. We’re excited to be identified as a Leader in the Aragon Research Globe for Intelligent Contact Center and we look forward to continue enabling our customers’ success by driving continual innovation for experiences that matter.”
Avaya’s placement in the report was bolstered by solutions like Avaya Spaces™, a cost-effective and advanced cloud meeting and team collaboration app that changes the way work gets done, and Avaya Cloud Office, an all-in-one solution that helps make it fast and easy for organizations to leverage cloud communications to drive business success and help empower workforces to meet, share and collaborate productively no matter where they are. Both solutions can be integrated as key communications and collaboration tools for organizations building more responsive, effective and efficient Intelligent Contact Centers.
The Aragon Research Globe is a market evaluation tool that graphically depicts Aragon Research’s evaluation of a specific market and its component vendors. Aragon Research examined the major providers in the industry based on its three dimensions of analysis: strategy, performance, and reach. “Leaders” are noted as having comprehensive strategies that align with industry direction and market demand, and perform effectively against those strategies. To be named a “Leader,” companies must demonstrate comprehensive strategies that align with industry direction and market demand, and effectively perform against those strategies.
1Aragon Research. “The Aragon Research Globe™ for Intelligent Contact Center, 2020” June 2020.
Alex Alias and Julianne Embry
Businesses are built by the experiences they provide, and every day, millions of those experiences are delivered by Avaya. Organizations trust Avaya to provide innovative solutions for some of their most important ambitions and challenges, giving them the freedom to engage their customers and employees in ways that deliver the greatest business benefits. Avaya contact center and communications solutions power immersive, personalized, and unforgettable customer experiences that drive business momentum. With the freedom to choose their journey, there’s no limit to the experiences Avaya customers can create. Learn more at https://www.avaya.com.
Aragon Research does not endorse vendors, or their products or services that are referenced in its research publications, and does not advise users to select those vendors that are rated the highest. Aragon Research publications consist of the opinions of Aragon Research and Advisory Services organization and should not be construed as statements of fact. Aragon Research provides its research publications and the information contained in them "AS IS," without warranty of any kind.
Cautionary Note Regarding Forward-Looking Statements
This release contains certain “forward-looking statements.” All statements other than statements of historical fact are “forward-looking” statements for purposes of the U.S. federal and state securities laws. These statements may be identified by the use of forward looking terminology such as "anticipate," "believe," "continue," "could,“ "estimate," "expect," "intend," "may," "might," “our vision,” "plan," "potential," "preliminary," "predict," "should,“ "will," or “would” or the negative thereof or other variations thereof or comparable terminology. The Company has based these forward-looking statements on its current expectations, assumptions, estimates and projections. While the Company believes these expectations, assumptions, estimates and projections are reasonable, such forward-looking statements are only predictions and involve known and unknown risks and uncertainties, many of which are beyond its control. These factors are discussed in the Company's Annual Report on Form 10-K filed with the Securities and Exchange Commission (the “SEC”), and may cause its actual results, performance or achievements to differ materially from any future results, performance or achievements expressed or implied by these forward-looking statements. For a further list and description of such risks and uncertainties, please refer to the Company’s filings with the SEC that are available at www.sec.gov. The Company cautions you that the list of important factors included in the Company’s SEC filings may not contain all of the material factors that are important to you. In addition, in light of these risks and uncertainties, the matters referred to in the forward-looking statements contained in this report may not in fact occur. The Company undertakes no obligation to publicly update or revise any forward-looking statement as a result of new information, future events or otherwise, except as otherwise required by law.
All trademarks identified by ®, TM, or SM are registered marks, trademarks, and service marks, respectively, of Avaya Inc. All other trademarks are the property of their respective owners.
Source: Avaya Newsroom