In the current Magic Quadrant, market research firm Gartner Avaya is a leader in contact center infrastructure because of its Ability to Execute and its Completeness of Vision. By contact center infrastructure, Gartner understands the equipment, software and services necessary for call center telephony and multi-channel contact center communication.
According to Gartner, the contact center infrastructure is used in service centers for customers and employees as well as inbound and outbound telemarketing services, help desks, citizen hotlines and other structured communications offerings.
Technology platform Avaya Aura
Avaya’s portfolio in this segment consists of Avaya Aura Contact Center and the voice-based routing solution Avaya Aura Call Center Elite. Both products build on Avaya’s Aura technology platform and offer SIP-based communications services. These enable the use of unified communications and contact center solutions at networked endpoints – regardless of the underlying infrastructure.
In his “Magic Quadrant,” Gartner cites several global trends that affect the planning of corporate-owned contact center infrastructure in 2018:
High demand for multichannel routing, including email response management, web chat and customer service solutions.
Many contact center infrastructure offerings today include features for optimal human resource planning that were previously available only to point-to-point providers.
Social media is ubiquitous, but at present, tools are only used by a few technological pioneers in customer relationship management.
Silver Peak and Avaya integrate WAN optimization in branch routers
In addition, Silver Peak Systems and Avaya announced at nearly the same time as the Gartner Announcement that Silver Peaks VX VX virtualized WAN optimization appliances are now available on Avaya’s Secure Router (SR) 4134. The integrated solution is designed to optimize the performance of applications such as voice, video and unified communications, and to ensure that enterprise branch users have fast and reliable access to applications delivered through centralized IT systems and data centers.