Avaya Inc., a global leader in business communications applications, systems and services, announced that the company was positioned as a Leader in the recently published Gartner Magic Quadrant for Contact Center Infrastructure, Worldwide.

The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner’s analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner.

Gartner defines contact center infrastructure as “the products (equipment, software and services) needed to operate call centers for basic telephony support and contact centers for multichannel support. This type of infrastructure is used by customer and employee service and support centers, inbound and outbound telemarketing services, help-desk services, government-operated support centers and other types of structured communication operations.”

In the annual report, Avaya was cited as a contact center infrastructure leader based on two key criteria: ‘ability to execute’ and ‘completeness of vision.’ 

“We believe Avaya’s contact center infrastructure solutions enable companies to gain a full scope of a customer’s needs – from their historical relationship to their preferred mode of contact to their current, real-time requests,” said Anthony Bartolo, general manager, Avaya contact center solutions.. “We will continue to extend our vision of customer service excellence with new solutions that address the ever-evolving needs of the customer.”

Avaya is a global leader in enterprise communications systems. The company provides unified communications, contact centers, and related services directly and through its channel partners to leading businesses and organizations around the world. Enterprises of all sizes depend on Avaya for state-of-the-art communications that improve efficiency, collaboration, customer service and competitiveness.