Recognition and awards

Avaya and Praxis AI were recognized as a Gold Brandon Hall Group’s Excellence in Technology Award winner for AI-forward Learning and Development Solution Transforming Education. Praxis AI, an EdTech company, partnered with Avaya to develop AI-forward solutions for organizations of all types: universities, small businesses, and enterprises. 

Avaya was among the winners named by Global Tech Awards in the category of Government Technology Impact for its entry: Avaya’s Solutions Helped Leon County, Florida, Set up a Contact Center Flexibly and Quickly During a Local State of Emergency. The awards celebrate exceptional individuals, companies, and projects that have demonstrated innovation and excellence across the tech industry. 

Aragon featured Avaya as a leader in this report, highlighting Avaya's strengths in providing many deployment options, an extensive partner network and ecosystem, omnichannel capabilities, generative AI, real-time transcription, speech and text analytics, and the continuous expansion of AI offerings.

Avaya remains in the Leader sector of this report, marking its continued leadership in the report's 7th edition. According to Aragon, leaders are defined as having comprehensive strategies that align with industry direction and market demand while also performing effectively against those strategies.   

Avaya was awarded the Leader position due to its expansion of a large customer base, strong UC&C and intelligent contact center offerings, innovative AI-powered capabilities, robust cloud and multi-cloud strategies, and reinvigorated leadership and product refresh. 

This report highlights Avaya's leading role in integrating generative AI into CCaaS solutions, significantly enhancing customer, agent, and supervisor experiences with intuitive and intelligent tools. The recognition underscores Avaya's forward-thinking approach in leveraging AI to drive substantial improvements in customer experience, positioning it for continued leadership as AI-driven innovations shape the industry in 2024. 

This report acknowledges Avaya’s improved performance and enhanced quality and effectiveness of a customer’s experience due to its capacity to integrate communications and data across communications channels as one of the key elements of industry-leading UCaaS solutions.

Avaya is recognized as one of the top five players in this report. Its key achievements highlighted in the report include Advanced AI integration, strategic acquisition of Edify, Robust Analytics and Reporting, and comprehensive omnichannel solutions through the Avaya Experience Platform, which supports seamless customer interactions across various channels. 

TrustRadius selected Avaya as a winner of the 2024 Tech Cares Award. This award recognizes Avaya's outstanding commitment to corporate social responsibility (CSR) within the B2B tech industry.

Avaya UCaas, Avaya Experience Platform, and Avaya Aura received the 2024 TrustRadius Top Rated Award for providing excellent customer satisfaction, established credibility, and empowered buyers to make confident technology decisions. Winner are determined solely on reviews and customer sentiment.

This report focuses on Generative AI to power virtual agents that transform the contact center. As digital labor continues to grow, the 15 major vendors in this report, including Avaya, are in the midst of some of the biggest changes since this market came to fruition 25 years ago.

Avaya UCaaS received the 2023 TrustRadius Best of Awards for Best Relationship and Best Value for Price. The winners are determined based on quantitative and qualitative customer feedback.

Avaya CEO Alan Masarek receives the top honor of UC Leader of the Year at UC Awards 2023, presented by UC Today. UC Today is the leading online publication for unified communications and collaboration technology.

Avaya was recognized by The Norns Awards in the Research and Technology category for its outstanding contributions in advancing artificial intelligence communications technology in the contact center. Avaya has successfully delivered innovative solutions that address the evolving needs of businesses across various industries. Its research efforts have paved the way for innovating communications platforms without disruption, enabling seamless integration between various channels and devices.

Avaya UCaaS has received the 2023 Top-Rated badge on TrustRadius. This reward is based on verified user feedback, and helps distinguish solutions with excellent customer satisfaction scores.

CRN, a brand of The Channel Company, has given Avaya a 5-Star rating in its 2023 Partner Program Guide, recognizing our Avaya Edge Partner Program for the 15^th consecutive year. 

Avaya received the NorthFace ScoreBoard Award from the Customer Relationship Management Institute for achieving excellence in customer service for Remote Maintenance and Field Service Support in 2022. This marks the 10th consecutive year Avaya Services has qualified for the this award with outstanding customer support satisfaction ScoreBoard Index ratings.

This report analyzes major providers in the market on their Conversational AI capabilities and future trends. Conversational AI in the contact center is a must for any organization looking to live up to customers' new—and high—engagement expectations.