Avaya (NYSE: AVYA), a global leader in solutions to enhance and simplify communications and collaboration, today announced it has been classified as an Innovative Vendor and a Value Index Leader in the Capability category, and ranked among the top five CCaaS providers overall in the Ventana Research ‘2021 Value Index for Contact Center in the Cloud.’ Avaya OneCloud™ CCaaS is an AI-powered contact center solution that enables millions of agents, at thousands of organizations around the world, to deliver exceptional customer experiences that build brand loyalty and drive business growth.

The 2021 Value Index for Contact Center in the Cloud identifies the companies that deliver the highest value based on an overall weighted evaluation and the rating of the vendor for product and customer experience. According to the report1, Avaya ‘shows how they continue to meet a broader range of enterprise requirements with feature sets geared toward omnichannel interaction handling, channels and performance, with analytics that target the enterprise customer needs.’ Ventana Research highlighted Avaya’s investment, innovation and comprehensive approach to contact center solutions, providing the company with their highest ranking in the Capability category.

Improving the quality of experiences throughout the customer journey has become among the most important differentiators and competitive advantage for many businesses. Avaya OneCloud™ CCaaS enables organizations to create true customer experience centers, by easily expanding their digital capabilities and effectively leveraging the power of cloud, AI, and IOT to deliver great customer service. Avaya OneCloud CCaaS enables organizations to:

• Connect customers and staff in more intelligent ways and based on the many new device modalities like NLU that support many more personas
• Support customers with engagement options that are more precisely aligned to their buying journey and customer service ambitions
• Streamline and optimize processes for both customers and employees
• Leverage real-time insights and knowledge to anticipate customer needs, guide next-best actions and inform better decision making to provide more memorable experiences

“Avaya is creating the future of customer experience with a OneCloud CCaaS solution that deliver game-changing business benefits,” said Anthony Bartolo, Executive Vice President and Chief Product Officer, Avaya. “A contact center focused on being able to compose customer journeys bolsters brand preference through consistent, frictionless experiences. Our cloud communications solutions and multi-cloud application ecosystem power personalized, intelligent, and effortless customer and employee experiences to help achieve strategic ambitions and desired outcomes. We’re excited to be identified as an Innovative Leader and Capability Value Index Leader in the 2021 Value Index for Contact Center in the Cloud, and we look forward to further enabling our customers’ success by driving continual innovation for experiences that matter.”

"The contact center industry is in the midst of a historic shift to utilizing cloud computing," says Keith Dawson, Vice President and Research Director of Customer Experience, Ventana Research. "Organizations and those in the contact center should know that cloud-based platforms represent the cutting edge of innovation and development. Avaya is a longstanding contact center provider from on-premise to now cloud computing. Its reenergized commitment and efforts to the contact center were clear in the assessment and resulting ranking in many of the categories. We’re excited to see Avaya’s continued growth and commitment to the customer experience journey for their customers.”

Ventana Research Value Indexes are the result of decades of experience and over 18 years of research and knowledge of the market for customer experience software. It provides an in-depth analysis of technology suppliers' products working with mobile technology, evaluating their strengths and gaps compared to competitors’ products.

The Contact Center in the Cloud Value Index is neither sponsored nor influenced by technology vendors and is conducted solely in pursuit of Ventana Research's mission to provide value to business and IT through advisory services, benchmark assessments and workshops. Ventana Research's goal is to help guide organizations to optimal efficiency in their use of technology investments for business and IT.

1https://www.ventanaresearch.com/value_index/customer_experience/contact_center_in_the_cloud/market-report/2021

Additional Resources:

• Download the 2021 Value Index for Contact Center in the Cloud report.
• Learn how to create an effortless experience for customers with Avaya OneCloud CCaaS.
• Read how Supercharge Your Customer and Agent Experience with AI-Enabled Customer Journeys.

About Avaya

Businesses are built by the experiences they provide, and everyday millions of those experiences are delivered by Avaya Holdings Corp. (NYSE: AVYA). Avaya is shaping what's next for the future of work, with innovation and partnerships that deliver game-changing business benefits. Our cloud communications solutions and multi-cloud application ecosystem power personalized, intelligent, and effortless customer and employee experiences to help achieve strategic ambitions and desired outcomes. Together, we are committed to help grow your business by delivering Experiences that Matter. Learn more at http://www.avaya.com

About Ventana Research

Ventana Research is the most authoritative and respected benchmark business technology research and advisory services firm. We provide insight and expert guidance on mainstream and disruptive technologies through a unique set of research-based offerings including benchmark research and technology evaluation assessments, education workshops and our research and advisory services, Ventana On-Demand. Our unparalleled understanding of the role of technology in optimizing business processes and performance and our best practices guidance are rooted in our rigorous research-based benchmarking of people, processes, information and technology across business and IT functions in every industry. This benchmark research plus our market coverage and in-depth knowledge of hundreds of technology providers means we can deliver education and expertise to our clients to increase the value they derive from technology investments while reducing time, cost and risk.

Ventana Research provides the most comprehensive analyst and research coverage in the industry; business and IT professionals worldwide are members of our community and benefit from Ventana Research’s insights, as do highly regarded media and association partners around the globe. Our views and analyses are distributed daily through blogs and social media channels including, Twitter, Facebook and LinkedIn.

To learn how Ventana Research advances the maturity of organizations’ use of information and technology through benchmark research, education and advisory services, visit www.ventanaresearch.com.

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Source: Avaya Newsroom

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