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Avaya Named a Top 5 CCaaS Provider By Ventana Research in 2021 Contact Center in the Cloud Value Index, Citing Strength in Delivering Exceptional Customer Experiences

Avaya , a global leader in solutions to enhance and simplify communications and collaboration, announced it has been classified as an Innovative Vendor and a Value Index Leader in the Capability category, and ranked among the top five CCaaS providers overall in the Ventana Research ‘2021 Value Index for Contact Center in the Cloud.’ Avaya OneCloud™ CCaaS is an AI-powered contact center solution that enables millions of agents, at thousands of organizations around the world, to deliver exceptional customer experiences that build brand loyalty and drive business growth.

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“Avaya is creating the future of customer experience with a OneCloud CCaaS solution that deliver game-changing business benefits”

The 2021 Value Index for Contact Center in the Cloud identifies the companies that deliver the highest value based on an overall weighted evaluation and the rating of the vendor for product and customer experience. According to the report1, Avaya ‘shows how they continue to meet a broader range of enterprise requirements with feature sets geared toward omnichannel interaction handling, channels and performance, with analytics that target the enterprise customer needs.’ Ventana Research highlighted Avaya’s investment, innovation and comprehensive approach to contact center solutions, providing the company with their highest ranking in the Capability category.

Improving the quality of experiences throughout the customer journey has become among the most important differentiators and competitive advantage for many businesses. Avaya OneCloud™ CCaaS enables organizations to create true customer experience centers, by easily expanding their digital capabilities and effectively leveraging the power of cloud, AI, and IOT to deliver great customer service. Avaya OneCloud CCaaS enables organizations to:

  • Connect customers and staff in more intelligent ways and based on the many new device modalities like NLU that support many more personas
  • Support customers with engagement options that are more precisely aligned to their buying journey and customer service ambitions
  • Streamline and optimize processes for both customers and employees
  • Leverage real-time insights and knowledge to anticipate customer needs, guide next-best actions and inform better decision making to provide more memorable experiences

“Avaya is creating the future of customer experience with a OneCloud CCaaS solution that deliver game-changing business benefits,” said Anthony Bartolo, Executive Vice President and Chief Product Officer, Avaya. “A contact center focused on being able to compose customer journeys bolsters brand preference through consistent, frictionless experiences. Our cloud communications solutions and multi-cloud application ecosystem power personalized, intelligent, and effortless customer and employee experiences to help achieve strategic ambitions and desired outcomes. We’re excited to be identified as an Innovative Leader and Capability Value Index Leader in the 2021 Value Index for Contact Center in the Cloud, and we look forward to further enabling our customers’ success by driving continual innovation for experiences that matter.”

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“The contact center industry is in the midst of a historic shift to utilizing cloud computing,” says Keith Dawson, Vice President and Research Director of Customer Experience, Ventana Research. “Organizations and those in the contact center should know that cloud-based platforms represent the cutting edge of innovation and development. Avaya is a longstanding contact center provider from on-premise to now cloud computing. Its reenergized commitment and efforts to the contact center were clear in the assessment and resulting ranking in many of the categories. We’re excited to see Avaya’s continued growth and commitment to the customer experience journey for their customers.”

Ventana Research Value Indexes are the result of decades of experience and over 18 years of research and knowledge of the market for customer experience software. It provides an in-depth analysis of technology suppliers’ products working with mobile technology, evaluating their strengths and gaps compared to competitors’ products.

The Contact Center in the Cloud Value Index is neither sponsored nor influenced by technology vendors and is conducted solely in pursuit of Ventana Research’s mission to provide value to business and IT through advisory services, benchmark assessments and workshops. Ventana Research’s goal is to help guide organizations to optimal efficiency in their use of technology investments for business and IT.

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