Aragon Research Globe™ for the Intelligent Contact Center, 2022

Metrigy Research: Why It's Time to Integrate UCaaS & CCaaS - Cover

Avaya positioned as a Leader

Aragon says Avaya's key strengths include expertise in large deployments and cloud migration for its installed base, native AI expertise and an AI partner network, and an extensive partner network and ecosystem.

Aragon Research releases its fourth Aragon Research Globe™ for Intelligent Contact Centers, and for the fourth consecutive year, Avaya is positioned as a leader.

In this report, Aragon Research reviews key trends and predicts:

  • By year end 2022, AI-based contact centers will be able to identify the real issue a customer is facing 50% faster than traditional approaches.
  • By year end 2024, 55% of contact center providers will enable the development of an enhanced customer profile that will enable a more personalized customer experience
  • By year end 2025,  40% of ICC providers will offer integrated hybrid workforce optimization, supporting both human and virtual agents

Aragon states that Avaya supports a multi-cloud application ecosystem, where a variety of offerings are provided across Avaya's own portfolio and partner platforms. Avaya has one of the largest contact centers installation bases, offering premise, hybrid and cloud solutions.

See how you can innovate your contact center, without disruption. Download the report now. 23CCS-GL-INTCC 23CCS-GL-INTCC

The Aragon Research Globe™ for the Intelligent Contact Center, 2022 null

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