In the annual report, Avaya was cited as a contact centre infrastructure leader based on ‘ability to execute’ and ‘completeness of vision.’ Gartner defines contact centre infrastructure as “the products (equipment, software and services) needed to operate call centres for basic telephony support and contact centres for multichannel support. This type of infrastructure is used by customer and employee service and support centres, inbound and outbound telemarketing services, help-desk services, government-operated support centres and other types of structured communication operations.”
Avaya offers a range of contact centre solutions, including Avaya Aura Contact Center, which enables businesses to deliver high-quality agent-assisted experiences across multimedia channels, and Avaya Aura Call Center Elite, the company’s voice-based customer routing solution.
Onkar Birk, General Manager, Contact Center Solutions, Avaya, “Our core strategy in contact centres is to continue to help businesses deliver competitively-differentiated customer sales and service,” said Onkar Birk, general manager, Avaya Contact Center division. “This means redefining customer experiences for a multimedia world now characterised by many different modes of real-time communications. To be successful in helping businesses turn customer experiences into competitive assets, businesses must be able to retain customer context as it travels across a range of media channels, yet do so in a streamlined, cost-effective way.”