Avaya Positioned as a Leader in Magic Quadrant for Contact Center Infrastructure Worldwide

BASKING RIDGE, N.J. - Avaya, a global provider of business communications and collaboration systems and services, today announced that the company was positioned as a Leader in the recently published 2011 Gartner Magic Quadrant for Contact Center Infrastructure, Worldwide.(1)

In the annual report, Avaya was cited as a contact center infrastructure leader based on two key criteria: 'ability to execute' and 'completeness of vision.' Gartner defines contact center infrastructure as "the products (equipment, software and services) needed to operate call centers for basic telephony support and contact centers for multichannel support. This type of infrastructure is used by customer and employee service and support centers, inbound and outbound telemarketing services, help-desk services, government-operated support centers and other types of structured communication operations."

Avaya offers a range of contact center 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 powerful voice-based customer routing solution. Both integrate with Avaya Aura®, which provides Session Initiation Protocol (SIP)-based communication services that enable unified communications and contact center solutions to be deployed to connected endpoints, regardless of the infrastructure the endpoints reside on.

The Gartner Magic Quadrant observed a variety of broad global trends influencing the planning of enterprise contact center infrastructure for 2011. They include:

"Momentum for multichannel routing, including email response management, web chat and customer collaboration solutions."
"Once almost solely limited to point-solution providers, many contact center infrastructure suites or portfolios include some level of contact center workforce optimization functionality."
"Increasing awareness of social media influences and the potential impact on contact center exists, although actual adoption of social CRM solutions in contact centers remains primarily limited to companies that take a more aggressive approach to technology adoption."
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Onkar Birk, General Manager, Contact Center Solutions, Avaya
"Our core strategy in contact centers 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 characterized 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."