AVAYA Customer Self-Service Software

Avaya is a prominent provider of business communication & collaboration solution, contact center, real-time collaboration, unified communications, networking, and related services. Avaya, offers consulting, implementation, and support along with professional and managed services pertaining to communications networks to its customers. The company operates through three business segments, namely, Global Communications Solutions, Avaya Networking, and Avaya Global Services. The company serves small and medium businesses and enterprises through its cloud and on-premises offerings. It caters to all the major verticals, which include manufacturing, BFSI, healthcare, hospitality, education, and public sector.

USP : In the Customer Self-Service Software market, the company provides its offerings through Dynamic Self-Service and Avaya Aura Experience portals. Some of the CSS offerings of Avaya include automated multichannel experience management, predictive self-service, IVR, and web self-service.

BUYERS
VENDORS
EXPERTS
3.1
ANALYSTS
 

AVAYA INC detailed analysis

Product Maturity
Company Maturity
Most IMPORTANT
0.0
0.0
0.0
Support Services
2.35
4.05
2.35
Product Features and Functionality
3.40
4.65
3.10
Delivery
4.50
4.30
4.30
Breadth and Depth of Product Offerings
2.85
4.25
3.65
LEAST IMPORTANT LESS IMPORTANT

PARTICIPATING QUADRANTS

AVAYA INC has chosen it’s strengths in these 3 territories
  • Niche Quadrant

    All-Middle East and Africa

    13 Participants

  • Niche Quadrant

    All-Asia-Pacific

    20 Participants

  • Niche Quadrant

    All-Europe

    20 Participants

STRENGTHS
  • Product Maturity / Delivery
    Delivery - Direct
  • Product Maturity / Deployment Mode
    Hosted / On-Cloud
  • Product Maturity / Deployment Mode
    On-Premise
  • Product Maturity / Services Offered
    Consulting Services
  • Product Maturity / Services Offered
    Education & Training
  • Product Maturity / Services Offered
    Integration & Deployment
  • Product Maturity / Services Offered
    Managed Services
  • Product Maturity / Services Offered
    Support & Maintenance
  • Product Maturity / Preferred support services delivery
    On-Site Support
  • Product Maturity / Preferred support services delivery
    Remote Support
  • Product Maturity / Preffered Delivery
    Full Time Equivalent
  • Product Maturity / Preffered Delivery
    Per User / Device Basis
  • Product Maturity / Preffered Delivery
    Subscription / Licensing
  • Product Maturity / Delivery
    Delivery - Through Partners / Third-Party Vendors
  • Product Maturity / Software Offered
    Intelligent Virtual Assistants
  • Product Maturity / Software Offered
    Interactive Voice Response & Interactive Text Response
  • Product Maturity / Software Offered
    Mobile Self-Service
  • Product Maturity / Software Offered
    Social Media and Community Self-Service
  • Product Maturity / Software Offered
    Web Self-Service
  • Product Maturity / Features Offered
    APIs for developing Self-Service Apps
WEAKNESSES
  • Product Maturity / Support Services
    Customer Feedback
  • Product Maturity / Support Services
    Level of Support Services
  • Product Maturity / Services Offered
    Other Services
  • Product Maturity / Software Offered
    Customer Self-Service Security
  • Product Maturity / Software Offered
    E-mail Management
  • Product Maturity / Software Offered
    Semantic Search
  • Product Maturity / Software Offered
    Other Software Offered
  • Product Maturity / Features Offered
    Automated Ticketing
  • Product Maturity / Features Offered
    Co-browsing
  • Product Maturity / Features Offered
    Community Platforms
  • Product Maturity / Features Offered
    Helpdesk Automation
  • Product Maturity / Features Offered
    Other features offered
  • Product Maturity / End-users catered
    IT Service Providers
  • Product Maturity / End-users catered
    Other End-user(s)
  • Product Maturity / Frequency of Support Service
    Frequency of Support Service - Monthly
  • Product Maturity / Frequency of Support Service
    Frequency of Support Service - Quarterly
  • Product Maturity / Frequency of Support Service
    Frequency of Support Services- Bi-Annually
  • Product Maturity / Breadth and Depth of Product Offerings
    Product/Solution Offered
  • Product Maturity / Frequency of Support Service
    Frequency of Support Service - Annually
  • Product Maturity / Frequency of Support Service
    Frequency of Support Service - Others
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TOP FEATURES
  • Product Features and Functionality
    Features Offered
  • Software Offered
    Interactive Voice Response & Interactive Tex..
  • Software Offered
    Mobile Self-Service
  • Delivery
    Delivery - Direct
  • Pre Sales Support
    Dedicated Account Manager (DAM)
  • Features Offered
    Social Forums
  • Features Offered
    Knowledgebases
  • Services Offered
    Education & Training
  • Preferred support services delivery
    Remote Support
  • Deployment Mode
    On-Premise

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Marie Stelle

Engagement Partner - 360Quadrants.com