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United States : Avaya Earns Nemertes PilotHouse Market Leader Award for IP Contact Center
Publish Date : 29-Sep-2012
Business customers interviewed and surveyed for the Nemertes 2012 PilotHouse Awards have selected Avaya, a global provider of business collaboration and communications solutions and services, as the vendor of choice for IP Contact Center solutions. Avaya won the IP Contact Center award in the Market Leader classification for the second year in a row, earning top marks for customer service and value.
The Nemertes PilotHouse Award for IP Contact Center recognizes vendors that offer solutions such as Automatic Call Distribution (ACD), Integrated Voice Response (IVR), Computer Telephony Integration (CTI), and related applications over an IP-based service. The award is based solely on the views and experiences of actual users.
Avaya offers a complete Customer Experience Interaction Management solution portfolio, which enables businesses to deliver high-quality, self or assisted experience across multimedia channels by optimizing agents and technology. All Avaya Customer Experience Interaction Management solutions integrate with Avaya Aura®, which provides Session Initiation Protocol (SIP)-based communications services that enable unified communications and contact center solutions to be deployed to connected endpoints, regardless of the infrastructure the endpoints reside on.
Nemertes PilotHouse awards are based on primary research through in-depth interviews with IT decision-makers, who rate vendors based on their experiences with them. Nemertes augments these interviews with a broad survey of IT decision-makers. Nemertes then issues PilotHouse awards to those vendors and service providers.
