Vendor Highlight Archive

Avaya leads Gartner’s 2012 Magic Quadrant for contact center infrastructure. In its annual report, the analyst firm cited Avaya 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 multimedia 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 customer experience interaction management solution, which enables businesses to deliver quality agent-assisted experience across multi media channels, integrated self-service, and optimized workforce and reporting for insight into the customer’s experience. Both integrate with Aura, which provides Session Initiation Protocol (SIP)-based communication services that enable contact centre solutions to be deployed to connected endpoints, regardless of the infrastructure the endpoints reside on. 

"Delivering a consistent customer experience requires a deep understanding of your customer, their needs and preferences over time, regardless of the the voice, video, social, mobile or web channel they may choose to use. It directly influences brand preference, loyalty and profitability that will translate into positive business results,” says Brett Shockley, SVP and GM, applications and emerging technologies, Avaya.  

The Gartner report noted that in 2012, various broad trends are influencing the planning and deployment of enterprise contact center infrastructure, representing a change from a more conservative market seen in prior publications of this Magic Quadrant document. Included among these trends are the following:

  • Infrastructure consolidation and centralization projects among companies that operate multiple contact centers. These companies increasingly are looking to leverage the location independent nature of IP-based infrastructure to reduce duplication of infrastructure investments.


  • Momentum for multimedia routing, including email response management, Web chat and customer collaboration solutions. These solutions, which have been traditionally purchased from best-of-breed or point solution providers, are now increasingly being evaluated within the portfolio of the traditional ACD vendors.


  • Once almost solely limited to point solution providers, workforce optimization functionality is now included in many contact center infrastructure suites or portfolios. This functionality encompasses varying combinations of contact recording, agent evaluation, workforce management, coaching and e-learning tools, post-contact survey, and agent performance speech analytics.


  • Increasing awareness of social media influences and the potential impact on contact center operations.


  • Growing interest in adding tighter linkage between customer service operations and both internal- and external-facing mobile applications — Mobile applications are seen as a way to provide customers with easier access to self-service information by supporting a visual interface to option selections and data that previously was available only to those accessing the company using a more traditional computer interface. These solutions can also provide customers with additional information and options based on real-time information regarding contact center operations, such as expected wait times and callback options.


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