Avaya Earns Metrigy MetriStar Top Provider, Customer Sentiment

Avaya, a leader in solutions to enhance and simplify communications and collaboration, was recognized 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 organizations 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 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.

MetriStar Top Provider Award for Avaya Workforce Engagement

Metrigy’s 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 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.

MetriStar Top Customer Sentiment Award for Avaya OneCloud UCaaS

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 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.

Out of 15 providers evaluated, Avaya had the top overall customer sentiment score of 3.39 out of a possible 4.0.

Metrigy is an innovative research firm focusing on the changing areas of Unified Communications and Collaboration (UCC)/digital workplace, and Customer Experience (CX)/contact center — along with related technologies. Metrigy delivers strategic guidance and informative content, backed by primary research metrics and analysis, for technology providers and enterprise organizations.