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Gartner Gives 'Strong Positive' Rating to Avaya Aura Experience Portal

July 11, 2014

The 2014 ‘Gartner (News - Alert) MarketScope for IVR Systems and Enterprise Voice Portals’ annual report published by research firm, Gartner, presented a ‘Strong Positive’ rating to the Avaya (News - Alert) Aura Experience Portal.

Gartner’s annual report on IVR and enterprise voice portals was prepared by interviewing customers of eight of the major and up-and-coming vendors. Then, those companies were rated on the basis of innovation, offerings, business model and overall viability. ‘Strong Positive’ is the highest rating presented to any company in this report, and by going through the report one can find out who delivers superior functionality and support, and offers an open, platform-independent solution.

Avaya asserted that its new rating is an improvement over last year’s report and recently Gartner has also placed Avaya as a leader in the 2014 ‘Gartner Magic Quadrant for Contact Center Infrastructure’ report.

TMCnet recently reported that the latest version of the Avaya Aura Experience Portal equips an organization with single point of orchestration for all automated, multimedia, self-service and integrated voice response (IVR) applications over inbound, video, or phone and also outbound phone, email or messaging apps. It is designed to support SIP, IP, TDM and mixed environments, and provides robust management, reporting, development, and virtualization capabilities.

Gartner acknowledged that Avaya’s solution is ideal for omni-channel inbound and outbound self-service, as well as contact routing applications. Also, it can seamlessly simplify multichannel self-service and proactive engagement onto a single, software platform.

Tom Schollmeyer, vice president and general manager of cloud and contact center solutions at Avaya, stated, “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.” 

Edited by Adam Brandt

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