{"id":523999,"date":"2021-08-05T08:03:33","date_gmt":"2021-08-05T12:03:33","guid":{"rendered":"https:\/\/www.marketnewsdesk.com\/index.php\/avaya-earns-metrigy-metristar-top-provider-and-customer-sentiment-awards-for-avaya-onecloud-ucaas-and-ccaas-solutions\/"},"modified":"2021-08-05T08:03:33","modified_gmt":"2021-08-05T12:03:33","slug":"avaya-earns-metrigy-metristar-top-provider-and-customer-sentiment-awards-for-avaya-onecloud-ucaas-and-ccaas-solutions","status":"publish","type":"post","link":"https:\/\/www.marketnewsdesk.com\/index.php\/avaya-earns-metrigy-metristar-top-provider-and-customer-sentiment-awards-for-avaya-onecloud-ucaas-and-ccaas-solutions\/","title":{"rendered":"Avaya Earns Metrigy MetriStar Top Provider and Customer Sentiment Awards for Avaya OneCloud\u2122 UCaaS and CCaaS Solutions"},"content":{"rendered":"

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Avaya Earns Metrigy MetriStar Top Provider and Customer Sentiment Awards for Avaya OneCloud\u2122 UCaaS and CCaaS Solutions<\/b><\/p>\n

RALEIGH-DURHAM, N.C–(BUSINESS WIRE<\/a>)–Avaya<\/a> (NYSE: AVYA), a global leader in solutions to enhance and simplify communications and collaboration, today announced it has been recognized by Metrigy for two recent accolades \u2013 MetriStar Top Provider award for Workforce Optimization (WFO) Platform and MetriStar Top Customer Sentiment for Avaya OneCloud\u2122 UCaaS. Avaya was singled out based on its achievements in delivering innovation for customer engagement, and helping organizations achieve business goals, revenue objectives and efficiencies.\n<\/p>\n

\nMetrigy 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\u2019s most recent accolades highlight the company\u2019s innovation in UCaaS and CCaaS solutions, with high overall sentiment compared to other competitors.\n<\/p>\n

MetriStar Top Provider Award for Avaya Workforce Engagement<\/b><\/p>\n

\nMetrigy\u2019s CX and Workforce Optimization: 2021-22 research study found that in the past year, 55 percent of organizations 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.\n<\/p>\n

\nAvaya 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, \u201cAvaya\u2019s customers reported a 7.5% decrease in operational costs\u2014more 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.\u201d1<\/sup><\/p>\n

\n\u201cWFO comprises a crucial set of applications that CX leaders are using to improve both customer and agent experience,\u201d says Robin Gareiss, CEO and principal analyst of Metrigy. \u201cGiven the stiff competition in this field, Avaya\u2019s performance speaks to not only its technology prowess but also its ability to improve business metrics.\u201d\n<\/p>\n

MetriStar Top Customer Sentiment Award for Avaya OneCloud\u2122 UCaaS<\/b><\/p>\n

\nUCaaS 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.1 <\/sup>Avaya OneCloud\u2122 UCaaS<\/a> 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, multiexperience 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.\n<\/p>\n

\nOut of 15 providers evaluated, Avaya had the top overall customer sentiment score of 3.39 out of a possible 4.0. \u201cAvaya\u2019s customer sentiment scores were driven by top scores in technical features, reliability, and audio performance. Avaya also scored near the top overall for innovation. Avaya\u2019s customers give high marks to the capabilities of its solution, as well as its high quality.\u201d1<\/sup><\/p>\n

\n\u201cThe value of the Top Customer Sentiment MetriStar award is that it is solely based on how customers rate their providers,\u201d says Irwin Lazar, President and Principal Analyst, Metrigy. \u201cAvaya\u2019s scores demonstrate that it is delivering a high level of features, performance, service, and reliability to its customers.\u201d\n<\/p>\n

\n\u201cToday\u2019s customers are more sophisticated than ever \u2013 they know what they want, and it\u2019s simply expected that organizations understand and deliver,\u201d said Anthony Bartolo, Executive Vice President and Chief Product Officer, Avaya. \u201cThe Avaya OneCloud CCaaS and UCaaS portfolios are the bridge that connects every experience, for every person, across each customers\u2019 entire business. It takes a holistic, AI-driven approach to deliver what your customers and employees want\u2014even before they think to ask\u2014and brings everyone together in a seamless journey.\u201d\n<\/p>\n

1<\/sup>https:\/\/www.avaya.com\/en\/documents\/metrigy-20210615-metristar-wfo-avaya.pdf<\/a><\/p>\n

Additional Resources<\/b><\/p>\n