Avaya has been positioned as a Leader in the Gartner Magic Quadrant for Contact Centre Infrastructure for the 16th consecutive year.
Gartner defines contact centre infrastructure (CCI) as the products (equipment, software and services) needed to operate call centres for telephony support and contact centres for multi-channel support. A third major deployment option for CCI is as a core component of customer engagement centres (CECs), in which functionality is tightly integrated with CRM and social media channels to give a "single view of the customer" across all touch-points.
Avaya multichannel contact centre solutions power many of the world’s largest and most complex contact centre operations, such as PSCU, Dubai Roads and Transport Authority and Radio Flyer.
Mohammed Areff, VP MEA, Avaya said:"As companies increasingly transform to more digital enterprises, customer engagement requires tight linkages between the areas directly responsible for the customer experience and the rest of the business. Customers want the flexibility to connect using whatever mode or medium is best for them at any given time, but they want the experience to be complete, efficient and consistent even as they change the manner of contact. Avaya Engagement Solutions for both customer and team engagement can make that happen through a variety of deployment models that deliver unparalleled TCO in contact centre technology."