Avaya has been recognised by Metrigy for two recent accolades – MetriStar Top Provider award for Workforce Optimization (WFO) Platform and MetriStar Top Customer Sentiment for Avaya OneCloud UCaaS. Avaya was singled out based on its achievements in delivering innovation for customer engagement, and helping organisations achieve business goals, revenue objectives and efficiencies.
Metrigy relies on real-world results provided by companies that are using the technologies tracked in the MetriStar program. The company has users evaluate their providers based on both business success metrics and customer ratings, allowing them to identify providers that are delivering success across the board. Avaya’s most recent accolades highlight the company’s innovation in UCaaS and CCaaS solutions, with high overall sentiment compared to other competitors.
Metrigy’s CX and Workforce Optimization: 2021-22 research study found that in the past year, 55 percent of organisations added Workforce Optimization (WFO) applications to their portfolios, and 79 percent specifically cite workforce management tools as essential to helping them manage remote teams during the COVID-19 pandemic.
Avaya Workforce Engagement, part of the Avaya OneCloud CCaaS portfolio, delivers measurable value to companies that want to improve agent and customer experiences while making contact center operations more efficient. The report notes, “Avaya’s customers reported a 7.5% decrease in operational costs—more than two times the average change in operational costs in the study. Avaya customers also reported a 51.1% improvement in agent efficiency, compared to the average of 46.6% in the study at large. Additionally, Avaya customers saw a 33.7 percent increase in revenue, a 50.3% improvement in customer ratings, and a 59.7 percent improvement in employee satisfaction.”
UCaaS represents the largest segment of the UC architecture landscape; among those still operating on-premise calling platforms, almost 40 percent are either planning to move to UCaaS, or are currently evaluating such a move. Avaya OneCloud UCaaS solutions have transformed the traditional video meeting to enable immersive, always-on collaboration, helping businesses meet the challenges of an unpredictable, work-from-anywhere world with continuous, multi-experience collaboration. As the world goes forward to new, hybrid work models, Avaya is empowering cross-functional teams to collaborate across departments and locations in ways that help avoid the video call fatigue associated with limited apps that lack Avaya innovation.
“Today’s customers are more sophisticated than ever – they know what they want, and it’s simply expected that organisations understand and deliver,” said Anthony Bartolo, Executive Vice President and Chief Product Officer, Avaya. “The Avaya OneCloud CCaaS and UCaaS portfolios are the bridge that connects every experience, for every person, across each customers’ entire business. It takes a holistic, AI-driven approach to deliver what your customers and employees want—even before they think to ask—and brings everyone together in a seamless journey.”
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