We are happy to share some insights about Avaya drawn from our latest market research, Ventana Research Buyers Guide: Contact Center Suites, which assesses how well vendors’ offerings meet buyers’ requirements.
We recently published three Ventana Research 2023 Contact Center Suites Buyers Guides, an assessment of technology vendors and products that provide individual and combined 
contact center and agent management platform support. We developed three technology assessment and buyers guides to focus on overall Contact Center Suites requirements as well as specific Agent Management and Contact Center use-cases.
In all of our Buyers Guides we utilize a structured research methodology called the Value Index that includes evaluation categories designed to reflect real-world criteria incorporated in a request for proposal (RFP) and vendor selection process for contact center suites. We evaluated Avaya and 21 other vendors in seven categories, five relevant to the product (adaptability, capability, manageability, reliability and usability) and two related to the vendor (TCO/ROI and vendor validation). To arrive at the Value Index rating for a given vendor, we weighted each category to reflect its relative importance in an RFP process, with the weightings based on our experience and on data derived from our benchmark research on contact center suites and agent management.
In the overall Contact Center Suites Buyers Guide, our analysis classified Avaya as Exemplary, ranking 11th in the overall research with a 63.4% performance. Avaya’s best performance came in Customer Experience at 64.2%, 
ranking 10th, due in part to its 8th-place ranking in TCO/ROI. In Product Experience, Avaya placed 11th at 63.2% due to low performance in Adaptability. Avaya partially participated in the RFI process.
Avaya’s Product Experience was impacted by its 56.8% performance in Adaptability, where it could improve the depth of its integrations and its data management (including CDP). Customer Experience was impacted by its 59.9% performance in Validation, where it could better express the depth and quality of the support and services that it offers to its buyers.
Avaya performed best in Customer Experience, notably in TCO/ROI, where its 68.5% performance was due to the quality of documentation around its customer commitments and the effectiveness of its organizational structure devoted to delivering quality CX. In addition, Avaya’s excellent core interaction handling capabilities and excellent agent desktop features that include a robust UI and good agent guidance features led to its 64.2% performance in Capability.
In the Contact Centers Buyers Guide, our analysis classified Avaya as Exemplary, ranking 10th in the overall research with a 63.5% performance. Avaya’s best performance came in Customer Experience at 64.2%, ranking 
ninth, due in part to its seventh-place ranking in TCO/ROI. In Product Experience, Avaya placed 10th at 63.4%.
Avaya’s Product Experience was impacted by its 56.8% performance in Adaptability, where it could provide more insight into the direction of future investments in this area. Customer Experience was impacted by its 59.9% performance in Validation, where it could better demonstrate the investments being made across customer commitment and vendor validation.
Avaya performed best in Customer Experience, notably in TCO/ROI, where its 68.5% performance was due to the volume of documentation demonstrating its ability to deliver innovation, sustainability, agility and competitiveness. In addition, Avaya’s strong interaction-handling analytics led to its 64.6% performance in Capability.
Avaya did not meet the inclusion criteria for the Agent Management Buyers Guide and thus was not included.
This assessment was based on Avaya Experience Platform, and was available in June 2023.
This research-based index is the most comprehensive assessment of the value of contact center suites software in the industry. Technology buyers can learn more about how to use our Buyers Guide by clicking here and included vendors that wish to learn more can click here. Click below to read the individual reports:
About the author
