Avaya, a global provider of solutions to enhance and simplify communications and collaboration, announced that it had been identified as an Innovative Vendor and a Value Index Leader in the Capability category. It has also been ranked among the top five CCaaS providers overall in the Ventana Research ‘2021 Value Index for Contact Centre in the Cloud’.
Avaya’s Onecloud™ CCaaS is an AI-powered contact centre solution that helps agents to deliver exceptional customer experiences, build bran loyalty and drive business growth.
The 2021 Value Index for Contact Centre in the Cloud identifies companies that deliver the highest value based on an overall weighted evaluation and the rating of the vendor for the product and customer experience. Ventana Research highlighted Avaya’s investment, innovation and comprehensive approach to contact centre solutions, giving the company the highest ranking in the Capability category.
Anthony Bartolo, Executive Vice President and Chief Product Officer, Avaya, said:
“Avaya is creating the future of customer experience with a OneCloud CCaaS solution that deliver game-changing business benefits.
“A contact center focused on being able to compose customer journeys bolsters brand preference through consistent, frictionless experiences. Our cloud communications solutions and multi-cloud application ecosystem power personalized, intelligent, and effortless customer and employee experiences to help achieve strategic ambitions and desired outcomes. We’re excited to be identified as an Innovative Leader and Capability Value Index Leader in the 2021 Value Index for Contact Center in the Cloud, and we look forward to further enabling our customers’ success by driving continual innovation for experiences that matter.”
Other vendors identified in the 2021 Value Index for Contact Center in the Cloud include NICE, Taldesk, Cisco and Genesys.
Keith Dawson, Vice President and Research Director of Customer Experience, Ventana Research, said:
“The contact center industry is in the midst of a historic shift to utilizing cloud computing.”
“Organizations and those in the contact center should know that cloud-based platforms represent the cutting edge of innovation and development. Avaya is a longstanding contact center provider from on-premise to now cloud computing. Its reenergized commitment and efforts to the contact center were clear in the assessment and resulting ranking in many of the categories. We’re excited to see Avaya’s continued growth and commitment to the customer experience journey for their customers.”
