Avaya announced that it has set a new record as the only vendor to be positioned as a Leader in the Gartner Magic Quadrant for Contact Centre Infrastructure for 14 years in a row. With this year’s release of the Gartner Magic Quadrant for Contact Centre Infrastructure, Avaya continues to be the only company that has consistently appeared in this quadrant since the report’s inception in 2001.

The Gartner Magic Quadrant report evaluates contact centre vendors on their completeness of vision and ability to execute. The annual Gartner Magic Quadrant for Contact Centre Infrastructure covers vendors that provide equipment, software and services to operate contact centres used for customer, employee and service support, including outbound telemarketing, helpdesks and other structured communications operations.

Omni-channel customer experience

The 2014 Gartner Magic Quadrant for Contact Centre Infrastructure finds that “contact centre managers prefer to purchase much, or all, of their contact centre infrastructure from a single source as a bundle in pursuit of easier and enduring integration, cradle-to-grave integrated reporting, and easier system management. Therefore leading contact centre infrastructure vendors offering complete portfolios of solutions, comprising their own products and those of partners and other strategic suppliers, are being favored,” according to the report.

Over the past year, Avaya increased its emphasis on enabling companies to master the “omni-channel” customer experience. The omni-channel customer experience integrates all aspects of multichannel customer service – from proactive and self-service, through assisted support, reporting, management and optimisation — to eliminate fragmented, disjointed service that impacts brand loyalty, value and revenue. Avaya’s single software platform brings every aspect of the customer experience into a seamless, dynamic stream with greater, real-time visibility into interactions and contextual information.

Management and long-term health

“Recent Avaya research found that the large majority of companies think customer experience management is very important to the long-term health of the company, but nearly half of respondents said that they lacked a comprehensive plan to support it, add Tom Schollmeyer, vice president and general manager, Cloud and Contact Centre, Avaya. At Avaya, we understand that customer loyalties are built on a cumulative series of interactions. We make it our business to make it easy for companies to deliver the kind of legendary experience at every point in the journey that they want their customers talking about.”

Avaya Contact Centre solutions are available in several deployment models: premises-based solutions, managed and outsourced services, and in a CCaaS model through Cloud Service Providers such as TeleTech, HP and others.