• Avaya rating improves from 2013 Gartner MarketScope report;
• Avaya Aura® Experience Portal unifies omnichannel self-service and proactive outbound applications across voice, speech, web, email, SMS and mobile.
The rating, which has improved from last year's Gartner report, follows the recent positioning of Avaya as a leader in the 2014 Gartner Magic Quadrant for Contact Center Infrastructure.**
The Gartner MarketScope report for IVR and Enterprise Voice Portals particularly focuses on the support these systems provide as self-service channels through which customers call into a company, saying these technologies are valuable for increasing return on contact center investments and personalization of the customer experience. While viewed as a mature market, Gartner sees the impact of cloud, omni-channel and mobility as revitalizing market interest:
"Furthermore, the introduction and deployment of cloud IVR combined with a growing interest in omni-channel multimodal applications that run equally well on desktop and mobile are injecting new life into the IVR market, and generating new self-service solutions."
The Avaya Aura® Experience Portal (7.0), Avaya's market-leading application platform for omni-channel inbound and outbound self-service and contact routing applications, unifies and simplifies multichannel self-service and proactive engagement onto a single, software platform. Supporting combined SMS, email, and phone-based campaigns, the solution coordinates services and resources based on real-time insights to help businesses eliminate the fragmented, high-effort service that jeopardizes customer loyalty and revenue growth. Recent innovation and new integrations in the Avaya Aura Experience Portal have helped to drive growth in the company’s self-service applications by 43.5 percent year-over-year.
"Busy end customers are increasingly looking to self-service to satisfy their needs when connecting with a company. To do self-service right, it must support a variety of communications channels and be integrated across proactive and assisted service channels. The Avaya Aura Experience Portal enables the omni-channel experience customers want that also delivers the return on investment to help turn customer service into a profit center." - Tom Schollmeyer, vice president and general manager, Cloud and Contact Center Solutions, Avaya
*MarketScope for IVR Systems and Enterprise Voice Portals, 13 June 2014;Jay Lassman, Bern Elliot
**Magic Quadrant for Contact Center Infrastructure, 22 May 2014; Drew Kraus, Steve Blood, Sorell Slaymaker
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
Tags: Avaya, Gartner, industry analyst rating, contact center, customer experience management, IVR, voice portal
Avaya (avaya.com) is a global provider of business collaboration and communications solutions, providing unified communications, contact centers, networking and related services to companies of all sizes around the world.
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