Avaya has announced it has been recognised by Metrigy for two recent accolades – MetriStar Top Provider award for Workforce Optimisation (WFO) Platform and MetriStar Top Customer Sentiment for Avaya OneCloud UCaaS.
Avaya was singled out based on its achievements in delivering innovation for customer engagement, and helping organisations achieve business goals, revenue objectives and efficiencies.
Metrigy relies on real-world results provided by companies that are using the technologies tracked in the MetriStar program. The company has users evaluate their providers based on both business success metrics and customer ratings, allowing them to identify providers that are delivering success across the board. Avaya’s most recent accolades highlight the company’s innovation in UCaaS and CCaaS solutions, with high overall sentiment compared to other competitors.
Metrigy’s CX and Workforce Optimisation: 2021-22 research study found that in the past year, 55 percent of organisations added Workforce Optimisation (WFO) applications to their portfolios, and 79 percent specifically cite workforce management tools as essential to helping them manage remote teams during the COVID-19 pandemic.
Avaya Workforce Engagement, part of the Avaya OneCloud CCaaS portfolio, delivers measurable value to companies that want to improve agent and customer experiences, while making contact centre operations more efficient.
The report reads: “Avaya’s customers reported a 7.5% decrease in operational costs—more than two times the average change in operational costs in the study. Avaya customers also reported a 51.1% improvement in agent efficiency, compared to the average of 46.6% in the study at large. Additionally, Avaya customers saw a 33.7 percent increase in revenue, a 50.3% improvement in customer ratings, and a 59.7 percent improvement in employee satisfaction.”
Robin Gareiss, CEO and principal analyst of Metrigy, added: “WFO comprises a crucial set of applications that CX leaders are using to improve both customer and agent experience.
“Given the stiff competition in this field, Avaya’s performance speaks to not only its technology prowess but also its ability to improve business metrics.”
