Avaya Named a Leader by Gartner in 2016 Magic Quadrant for Contact Center Infrastructure, Worldwide
Gartner defines contact center infrastructure (CCI) as the products (equipment, software and services) needed to operate call centers for telephony support and contact centers for multichannel support. A third major deployment option for CCI is as a core component of customer engagement centers (CECs), in which functionality is tightly integrated with CRM and social media channels to give a “single view of the customer” across all touchpoints.
This type of infrastructure is used by customer and employee service and support centers, inbound and outbound telemarketing services, help desk services, government-operated support centers, and other types of structured communications operations. Read more