Call Center Management Featured Article
Avaya Innovation Earns Frost & Sullivan Attention
The contact center started its cloud journey some time ago. Innovation drove adoption; feedback forecasted a roadmap for development to reach a tipping point today. Mass cloud migration makes for a comprehensive library of use cases to take note of best practice.
Frost & Sullivan honored Avaya (News - Alert) with the 2020 North American Growth Innovation Leadership Frost Radar Award for work behind the Avaya future forward stable of workforce engagement management solutions.
The award is reserved for those leading the industry in innovation. Avaya’s OneCloud CCaaS touts predictive routing, real time analysis, AI-infused bots and agent guidance. Like the OneCloud UcaaS and Avaya Cloud Office can function in all environments- public, private and hybrid cloud models.
Unique to Avaya, is the distinction of providing the full array of devices and endpoints required for deployment success, paired with a distinguished group of software partners to add value to communications and collaboration – Verint, Google, Nuance (News - Alert), to name a few. These critical partnerships continue to build on a sturdy foundation.
"Avaya's capabilities can intelligently transition customer needs from self-service AI to human interaction and deliver a personalized journey across the entire organization, from front- to back-office, for superior CX," said Nancy Jamison, industry director, digital transformation Frost & Sullivan (News - Alert).. "Its developer tools and APIs allow in-house and partner developer communities to innovate and integrate applications. Some of its notable AI- and mobility-based products include Avaya Conversational Intelligence, Avaya Mobile Experience, Avaya Mobile Identity, and Avaya AI Routing."
Is your contact center in the cloud, yet?
Edited by Maurice Nagle