{"id":38538,"date":"2022-12-07T12:18:11","date_gmt":"2022-12-07T09:18:11","guid":{"rendered":"https:\/\/saudishopper.com.sa\/en\/?p=38538"},"modified":"2026-03-28T02:23:04","modified_gmt":"2026-03-27T23:23:04","slug":"avaya-positioned-by-aragon-research-as-a-leader-in-intelligent-contact-center-solutions-enabling-enhanced-customer-and-employee-experiences-driven-by-ai","status":"publish","type":"post","link":"https:\/\/saudishopper.com.sa\/en\/avaya-positioned-by-aragon-research-as-a-leader-in-intelligent-contact-center-solutions-enabling-enhanced-customer-and-employee-experiences-driven-by-ai\/","title":{"rendered":"<strong>Avaya Positioned by Aragon Research as a Leader in Intelligent Contact Center Solutions, Enabling Enhanced Customer and Employee Experiences Driven by AI<\/strong>"},"content":{"rendered":"\n<p class=\"has-text-align-center wp-block-paragraph\"><em>&nbsp;Fourth Consecutive Year Avaya is Named to the Aragon Research Globe<\/em><em>\u2122<\/em><\/p>\n\n\n\n<p class=\"has-text-align-center wp-block-paragraph\"><em>for Intelligent Contact Centers (ICC) Report<\/em><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Dubai, UAE, December 7, 2022<\/strong>\u00a0\u2013\u00a0<a href=\"https:\/\/www.avaya.com\/en\/?utm_campaign=pr-rel-us\">Avaya<\/a>\u00a0(NYSE:AVYA), a global leader in solutions to enhance and simplify communications and collaboration, today announced it has been named for the fourth consecutive year as a Leader in The Aragon Research Globe\u2122 for Intelligent Contact Centers (ICC) 2022, for the\u00a0<a href=\"https:\/\/www.avaya.com\/en\/products\/experience-platform\/?utm_campaign=pr-cio-us\" target=\"_blank\" rel=\"noreferrer noopener\">Avaya Experience Platform\u2122<\/a>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">According to the report<a href=\"applewebdata:\/\/A2E36D0E-AB58-4B15-8827-57F67FF5F926#_ftn1\"><sup>[1]<\/sup><\/a>, authored by Aragon Research CEO and Lead Analyst Jim Lundy, the AI-powered, multi-cloud Avaya Experience Platform offers a full UCC platform that \u201cenables organizations to create and deliver in-the-moment experiences\u201d and \u201chas one of the largest contact&nbsp;<a>center<\/a>&nbsp;installed bases, offering private, public, and hybrid cloud.\u201d The report also indicates Avaya\u2019s contact center solution is designed to \u201cprovide the foundational, rich capabilities required to meet sophisticated customer needs, while offering organizations the speed and agility to innovate and change on demand.\u201d<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Delivering an enhanced customer and employee experience is a critical requirement for the contact center within many businesses regardless of their deployment approach. Aragon Research predicts that next year will be one with more personalization offered through data platforms such as a CRM, and by 2024, fifty-five percent of contact center providers will enable the development of an enhanced customer profile which will provide a more personalized customer experience.<sup>1<\/sup>&nbsp;The Avaya Experience Platform&nbsp;empowers organizations to:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Connect all touchpoints across the customer journey\u2013including voice, video, chat, messaging, and social\u2013while leveraging AI, insights, knowledge, and resources from across the organization to maximize performance and experiences.<\/li>\n\n\n\n<li>Deliver holistic, personalized customer and employee experiences by aligning processes, functions, and resources.&nbsp;<\/li>\n\n\n\n<li>Enable an intelligent customer journey allowing agents to deliver relevant experiences and faster time to resolution.&nbsp;&nbsp;<\/li>\n\n\n\n<li>Facilitate advanced, self-service opportunities using dynamic knowledge management capabilities for agents, customers, and bots allowing them to locate the necessary information to resolve inquiries.<\/li>\n\n\n\n<li>Enhance workforce engagement with tools to motivate, empower, and mentor employees from recruitment to retention.<\/li>\n\n\n\n<li>Optimize every experience with real-time reporting and insights.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">According to Lundy, in an intelligent contact center, organizations not only know the people who are calling them, but they understand the needs of the buyer or customer in need of support.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cAvaya has been leveraging its combined strengths in Intelligent Contact Center and Unified Communications and Collaboration (UC&amp;C) to offer customers choices when it comes to Cloud \u2013 including Hybrid Cloud,&#8221; said Jim Lundy, CEO and Lead Analyst, Aragon Research.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cContact centers need to evolve and innovate in this rapidly changing environment where customer expectations continue to increase,\u201d said Tim Sherwood, Vice President of Product and Offer Management, Avaya. \u201cCustomers want their interaction with companies to be on their own terms\u2013when and how they choose\u2013with the same level of service. The Avaya Experience Platform enables users to provide effortless interactions and deliver for their customers in various cloud deployment models from almost anywhere.\u201d<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The Aragon Research Globe is a market evaluation tool that graphically depicts Aragon Research\u2019s evaluation of a specific market and its component vendors. Aragon Research examined 15 major providers in a market that focuses on all forms of collaboration and communication based on its three dimensions that enable comparative evaluation of the participants&nbsp;<a>in a given<\/a>&nbsp;market. \u201cLeaders\u201d are noted as having comprehensive strategies that align with industry direction and market demand and perform effectively against those strategies.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Additional Resources<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>View the\u00a0<a href=\"https:\/\/ccaas.avaya.com\/cp-aragon-globe-intelligent-CC-reg?CTA=23CCS-GL-INTCC-PR&amp;TAC=23CCS-GL-INTCC-PR&amp;utm_campaign=ccaas_dg_gen\" target=\"_blank\" rel=\"noreferrer noopener\">Aragon Research Globe\u2122 for Intelligent Contact Centers (ICC) 2022 report<\/a>.<\/li>\n\n\n\n<li>Browse our e-book,\u00a0<a href=\"https:\/\/www.avaya.com\/static\/avaya\/contact-center\/day-in-the-life-cc.html\" target=\"_blank\" rel=\"noreferrer noopener\">A Day in The Life of Your Contact Center<\/a>.<\/li>\n\n\n\n<li>Learn from our study that in order\u00a0<a href=\"https:\/\/www.avaya.com\/static\/avaya\/tx-survey-infographic\/index.html\" target=\"_blank\" rel=\"noreferrer noopener\">to elevate customer experience, companies need total experience<\/a>.<\/li>\n\n\n\n<li>Read\u00a0<a href=\"https:\/\/www.avaya.com\/en\/registration\/inner-circle-guide-to-video-reg\" target=\"_blank\" rel=\"noreferrer noopener\">our\u00a0Inner Circle Guide to Next-Generation Customer Contact<\/a>.<\/li>\n\n\n\n<li>Read our blog,\u00a0<a href=\"https:\/\/www.avaya.com\/blogs\/why-contact-centers-need-automation\/?utm_campaign=pr-rel-us\" target=\"_blank\" rel=\"noreferrer noopener\">Contact Center Automation: How it Improves Customer and Employee Experiences<\/a>.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Aragon Research does not endorse vendors, or their products or services that are referenced in its research publications and does not advise users to select those vendors that are rated the highest. Aragon Research publications consist of the opinions of Aragon Research and Advisory Services organization and should not be construed as statements of fact. Aragon Research provides its research publications and the information contained in them &#8220;AS IS,&#8221; without warranty of any kind.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<p class=\"wp-block-paragraph\"><a href=\"applewebdata:\/\/A2E36D0E-AB58-4B15-8827-57F67FF5F926#_ftnref1\"><sup>[1]<\/sup><\/a>&nbsp;Aragon Research. \u201cThe Aragon Research Globe\u2122 for Intelligent Contact Centers, 2022\u201d by Jim Lundy, November&nbsp;&nbsp;2022.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>&nbsp;Fourth Consecutive Year Avaya is Named to the Aragon Research Globe\u2122 for Intelligent Contact Centers (ICC) Report Dubai, UAE, December 7, 2022\u00a0\u2013\u00a0Avaya\u00a0(NYSE:AVYA), a global leader in solutions to enhance and simplify communications and collaboration, today announced it has been named for the fourth consecutive year as a Leader in The Aragon Research Globe\u2122 for Intelligent [&hellip;]<\/p>\n","protected":false},"author":8,"featured_media":20090,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_yoast_wpseo_meta-robots-noindex":"","_et_pb_use_builder":"off","_et_pb_old_content":"","_et_gb_content_width":"","_pr_autopilot_social_copy":"","_yoast_wpseo_opengraph_title":"","_yoast_wpseo_opengraph_description":"","_yoast_wpseo_opengraph_image":"","_yoast_wpseo_opengraph_image_id":0,"_yoast_wpseo_twitter_title":"","_yoast_wpseo_twitter_description":"","_yoast_wpseo_twitter_image":"","_yoast_wpseo_twitter_image_id":0,"_yoast_wpseo_primary_category":22,"_extra_hide_author_box":"","_extra_featured_post":"","_partner_post_id":0,"footnotes":""},"categories":[22],"tags":[],"class_list":["post-38538","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-telecom","et-has-post-format-content","et_post_format-et-post-format-standard"],"yoast_head":"<!-- This site is optimized 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