Elevating Customer Engagement: Avaya’s Journey to the Cloud and Beyond

Avaya has been recognised as a Leader in The Aragon Research Globe for Intelligent Contact Centres (ICC) 2024 for the fifth consecutive year. The accolade acknowledges Avaya’s Experience Platform’s transformative role in leveraging AI for virtual agents and enhancing customer experiences.

The platform allows organisations to employ innovative cloud technologies for a more personalised customer approach. Avaya’s API-first strategy bolsters connectivity with third-party applications, enabling the creation of virtual agents, and its multi-cloud approach allows seamless transformation to cloud infrastructure.

  • Avaya has been named a Leader in The Aragon Research Globe for Intelligent Contact Centres for the fifth consecutive year.
  • The Avaya Experience Platform with AI is transforming the contact centre by powering virtual agents and enhancing the customer experience.
  • Avaya’s API-first strategy enables connectivity with third-party applications to build virtual agents and deliver an enhanced customer experience.

Avaya Championing the Intelligent Contact Centre Scene

In the rapidly evolving world of customer experience solutions, Avaya has once again made its mark. The company’s Avaya Experience Platform™ has secured its position as a Leader in The Aragon Research Globe™ for Intelligent Contact Centres (ICC) for the fifth year running.

A New Era for Contact Centres

The demand for modern, smart contact centres is on the rise, but according to the Aragon Research report[1], the race for intelligence has only just begun. As Aragon Research CEO and Lead Analyst Jim Lundy puts it, contact centres are transitioning from being cost centres to experience centres, with AI paving the way for enhanced customer experiences.

“Contact centres have become not only cost centres but experience centres with AI becoming one of the primary technologies to enable better experiences through the use of GenAI,” said Lundy.

The Power of Avaya’s AI-Driven Platform

The Avaya Experience Platform offers an innovative, AI-powered solution for organisations, allowing them to offer a more personalised approach to their customers via their preferred channels, including chat, email, and social messaging. This multi-channel approach ensures seamless experiences for customers and employees at every touchpoint.

GenAI: The Future of Virtual Assistance

GenAI is making its presence felt in the contact centre arena by aiding in the creation of virtual agents. Avaya’s API-first strategy is key to this development, enabling seamless integration with third-party applications. Jay Patel, Global Vice President of Product Management, Avaya, highlights the potential this has for enhancing customer experience.

Avaya: Supporting the Journey to the Cloud

Beyond its innovative AI solutions, Avaya also supports organisations’ transitions to the cloud. Through hybrid cloud deployments, organisations can transform their on-premises communications and contact centre capabilities without disrupting their business operations.

Final Thoughts

In the realm of customer experience solutions, Avaya has proven its mettle with its repeated recognition as a Leader in The Aragon Research Globe. Its AI-powered solutions and support for organisations’ cloud transitions are a testament to its commitment to driving innovation in the contact centre sector. As the race for intelligence within contact centres continues, Avaya is certainly a company to watch.

FAQ

Q: What is Avaya’s position in The Aragon Research Globe for Intelligent Contact Centres?
A: Avaya has been named as a Leader in The Aragon Research Globe for Intelligent Contact Centres for five consecutive years.

Q: What is the Avaya Experience Platform?
A: The Avaya Experience Platform is an intelligent contact centre solution that enables organisations to easily incorporate cloud technologies to enhance the customer experience.

Q: How does the Avaya Experience Platform use AI?
A: The Avaya Experience Platform utilises AI to power virtual agents and enhance the customer experience. It allows organisations to interact with customers on various channels and deliver effortless experiences.

Q: How does Avaya’s API-first strategy benefit the contact centre?
A: Avaya’s API-first strategy enables connectivity with third-party applications used to build virtual agents, creating a more integrated and flexible ecosystem and delivering an enhanced customer experience.

Q: How does Avaya support organisations’ journey to the cloud?
A: Avaya supports organisations’ existing infrastructure and journey to the cloud by offering hybrid cloud deployments. This allows organisations to experience technology innovation without disrupting their business operations.

Q: How does Avaya’s multi-cloud approach benefit customers?
A: Avaya’s multi-cloud approach, along with its reinvigorated leadership team and refreshed products, positions the company as one to watch in the industry, providing customers with comprehensive strategies aligned with industry direction and market demand.

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