Call Accounting Featured Article

Avaya Adds Another Award to Trophy Case

  By Maurice Nagle, Web Editor

The communications business today is complex; from call accounting and telemanagement solutions, to feature-sets and CRM there are a lot of balls in the air. And, when we move toward customer engagement solutions, the challenge is even greater, as there is no room for error in the contact center when providing customer service.

Recently, Avaya announced a new honor, a 2017 Market Leadership Award for Contact Center Systems in North America from Frost & Sullivan (News - Alert). In addition to its market leadership, Avaya received the accolade for its Customer Engagement Solutions portfolio after comprehensive review.

"Avaya (News - Alert) remains a stalwart leader in customer contact, with an enviable portfolio of products and partner offers, backed by solid consulting and professional services support. Avaya has achieved a leadership position in the Contact Center Systems market, with a market share of 17.4%. With its strong overall performance and Frost & Sullivan is proud to present to Avaya, the 2017 Market Leadership Award for Contact Center Systems in North America."

Avaya Oceana is the star of the Customer Engagement Suite, providing a true omnichannel contact center solution and offering full integration, customizable customer engagement and a context-driven experience. The cloud-based solution is future-forward, feature-rich and provides a flexible path to the cloud.

"As the call center went through the evolution from its initial core systems, i.e. ACD and IVR, Avaya has acted as a trusted partner to its growing installed base, by being attuned to the needs of customers and consumers alike, no matter where they are in the journey from point solutions to digital transformation. Integration of disparate applications is a critical success factor for companies achieving omnichannel excellence. Avaya assists customers, during any part of this transformation, by providing the building blocks they need to get there."

Customer service depends on a number of factors, starting with people, processes and technology. It’s that simple.

What’s in your contact center?