{"id":79429,"date":"2024-01-18T16:21:44","date_gmt":"2024-01-18T16:21:44","guid":{"rendered":"https:\/\/ainalalam.com\/?p=79429"},"modified":"2024-01-18T16:21:44","modified_gmt":"2024-01-18T16:21:44","slug":"avaya-positioned-by-aragon-research-as-a-leader-in-intelligent-contact-center-solutions-transforming-the-contact-center-with-ai-while-enhancing-the-customer-experience","status":"publish","type":"post","link":"https:\/\/ainalalam.com\/?p=79429","title":{"rendered":"Avaya Positioned by Aragon Research as a Leader in Intelligent Contact Center Solutions, Transforming the Contact Center with AI while Enhancing the Customer Experience"},"content":{"rendered":"[mhc_section admin_label=”section” transparent_background=”off” gradient_background=”off” background_color=”#444444″ gradient_style=”horizontal” inner_shadow=”on” parallax=”off” parallax_method=”off” video_hide=”off” video_pause=”off” allow_advanced_padding=”on” remove_padding=”on” force_fullwidth=”off” column_paddings=”padding-0pct” column_match_heights=”off” background_leak=”bottom” background_leak_color=”#ffffff” background_leak_size=”25″ separator_top=”off” separator_bottom=”off” background_image_size=”cover” background_image_repeat=”no-repeat” background_image_position_x=”center” background_image_position_y=”center”][mhc_row admin_label=”row”][mhc_column type=”4_4″][mhc_image admin_label=”\u0635\u0648\u0631\u0629” src=”https:\/\/ainalalam.com\/2022\/wp-content\/uploads\/2021\/11\/ain6.jpg” show_in_lightbox=”off” url_new_window=”off” animation=”off” hoverfx=”scaleup” sticky=”on” image_mask=”off” border_radius=”0″ align=”center” force_center_on_mobile=”on” alt=”\u0645\u0648\u0642\u0639 \u0639\u064a\u0646 \u0627\u0644\u0639\u0627\u0644\u0645 \u0647\u0648 \u0645\u0648\u0642\u0639 \u062a\u0633\u0648\u064a\u0642\u064a \u0648\u0641\u0642 \u0648\u062b\u064a\u0642\u0629 \u0627\u0644\u0639\u0645\u0644 \u0627\u0644\u062d\u0631.”] [\/mhc_image][mhc_search_bar admin_label=”\u0634\u0631\u064a\u0637 \u0628\u062d\u062b” post_type=”all” show_terms=”off” terms_tax=”post_tag” placeholder=”\u0627\u0628\u062d\u062b \u0647\u0646\u0627” icon_color=”#4FD4FF” background_layout=”dark” animation=”bouncein” custom_paddings=”70px”] [\/mhc_search_bar][mhc_ticker admin_label=”\u0634\u0631\u064a\u0637 \u0623\u062e\u0628\u0627\u0631” magazine_list=”date” offset_posts=”0″ ticker_title=”\u062c\u062f\u064a\u062f \u0627\u0644\u062a\u063a\u0637\u064a\u0627\u062a” background_layout=”dark” background=”#6d3a2a” show_thumbnail=”on” show_arrows=”on” auto=”off” fade=”fade” pause=”off”] [\/mhc_ticker][\/mhc_column][\/mhc_row][\/mhc_section][mhc_section admin_label=”\u0642\u0633\u0645” fullwidth=”on” specialty=”off”][mhc_fullwidth_post_header admin_label=”\u0639\u0646\u0648\u0627\u0646 \u0627\u0644\u0645\u0642\u0627\u0644\u0629 \u0628\u0639\u0631\u0636 \u0643\u0627\u0645\u0644” title=”on” meta=”off” avatar=”on” author=”on” date=”on” categories=”on” comments=”off” views=”off” show_ratings=”off” show_excerpt=”off” show_share=”on” text_orientation=”center” text_color=”dark” featured_image=”on” featured_placement=”below” parallax=”off” parallax_method=”off” animation=”bouncein” custom_paddings=”40″ size=”26px” title_bold=”on” text_shadow=”off” text_background=”off” text_bg_color=”#ffffff” overlay=”on” bg_color=”rgba(155,239,225,0.81)”] [\/mhc_fullwidth_post_header][\/mhc_section][mhc_section admin_label=”\u0642\u0633\u0645” fullwidth=”off” specialty=”off”][mhc_row admin_label=”\u0635\u0641”][mhc_column type=”1_3″][mhc_text admin_label=”\u0646\u0635” background_layout=”light” text_orientation=”justified”]\n

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\u00a0<\/em>Fifth Consecutive Year Avaya is Named to the Aragon Research Globe\u2122 for Intelligent Contact Centers (ICC) Report<\/p>\n

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Ain Alalam – Rashad Iskandrni<\/strong><\/p>\n

Avaya<\/a>, a global leader in customer experience solutions, announced it has been named for the fifth consecutive year as a Leader in The Aragon Research Globe\u2122 for Intelligent Contact Centers (ICC) 2024<\/a>, for the Avaya Experience Platform<\/a>\u2122<\/a> with AI transforming the contact center powering virtual agents and enhancing the customer experience.<\/p>\n

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According to the report[1]<\/sup><\/a>, authored by Aragon Research<\/a> CEO and Lead Analyst Jim Lundy, while demand for the modern contact center is here, the race has only just begun for intelligence within it. \u201cContact centers have become not only cost centers but experience centers with AI becoming one of the primary technologies to enable better experiences through the use of GenAI,\u201d said Lundy.<\/p>\n

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Avaya Experience Platform<\/a> enables an intelligent contact center for organizations to quickly and easily layer-on innovative cloud technologies delivering an experience that provides their end-users with more options, faster responses, and a more personalized approach. This AI-powered solution allows organizations to interact with customers on channels of their choice \u2013 chat, email, social messaging \u2013delivering effortless experiences for customers and employees at every touchpoint \u2013 bringing together teams, resources, and insights to maximize contact center performance and experiences.<\/p>\n

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AI is increasingly being leveraged in the contact center with GenAI being used to build virtual agents, some of whom are working alongside human agents to provide call assistance. \u201cAvaya\u2019s API-first strategy enables us to bolster connectivity with third-party applications such as those used to build virtual agents while paving the way for a more integrated and flexible ecosystem and delivering an enhanced customer experience,\u201d said Jay Patel, Global Vice President of Product Management, Avaya.<\/p>\n

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Avaya innovation supports organizations\u2019 existing infrastructure and journey to the cloud. With Avaya, organizations can transform their on-premises communications and contact center capabilities through hybrid cloud deployments so they can experience technology innovation without business disruption. Organizations can quickly improve both customer and employee experiences, as Avaya Call Center Elite voice agents can now leverage advanced functionalities including a personalized unified WebRTC desktop.\u00a0They can embrace digital channels from the cloud, giving their customers a channel of choice to contact them \u2013 all without altering existing call flows \u2013 and can easily add the technologies they need to drive better business outcomes.<\/p>\n

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\u201cAvaya\u2019s multi-cloud approach, reinvigorated leadership team, and refreshed products make the company one to watch,” said Jim Lundy, CEO and Founder, Aragon Research.<\/p>\n

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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 in a given 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

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[1]<\/sup><\/a> Aragon Research. \u201cThe Aragon Research Globe\u2122 for Intelligent Contact Centers, 2024\u201d by Jim Lundy, November\u00a0 2023.<\/p>\n

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