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Avaya Receives Customer Value Leadership Award from Frost & Sullivan

Avaya Recognized for Infusing Customer Journey Intelligence into its Wide Range of Solutions for Contact Center, Unified Communications & Collaboration

Santa Clara, Calif. – WEBWIRE

Avaya Holdings Corp. (NYSE:AVYA) today announced it has been awarded with Frost & Sullivan’s 2019 Customer Value Leadership Award for Customer Journey Intelligence, recognizing the advanced AI and other Customer Journey Intelligence innovations that have been built into Avaya’s broad, industry-leading portfolio of customer and employee engagement solutions.

The global research firm recognized Avaya’s early and continuous investment in AI and its strategic technology partnerships in the areas of customer experience that have placed Avaya at the forefront of AI-infused solutions to improve the customer journey. In addition, Frost & Sullivan recognized Avaya’s success in enhancing contact center agent’s ability to get the right information at the right time to deliver powerful business outcomes for its customers.

In response to changes in consumer behavior, the contact center industry seeks to adopt new technology at an increasingly rapid pace. Businesses today struggle to glean actionable intelligence from their various customer interactions and use that intelligence to better meet and even anticipate customer needs, whether through self-service or live agent assist, and to similarly assist agents across channels.

“In an everchanging landscape where customer experience is a differentiator for brands, we are honored to be recognized for our commitment to enhancing and helping to create meaningful experiences that matter for our clients,” said Chris McGugan, CTO, Avaya. “This achievement highlights Avaya’s ongoing investment and leadership in applying AI to improve customer experience with more personalized, intelligent and insightful interactions. We plan to continue to deliver Customer Journey Intelligence to our clients through the strength of our product portfolio, strategic partnerships and commitment to innovation.”

According to Frost & Sullivan, Avaya understands that there are numerous places where new technology can have a significant impact on customer experience from the first point of contact a customer has with a business through the complex landscape of a multi-stage customer journey. Avaya’s customer experience intelligence is highlighted in recent AI portfolio enhancements, which include real-time agent scripting and new call flow scripting capability that enables call flows to be defined in real-time for both inbound and outbound calls, providing contact center agents with on-screen, step-by-step guidance throughout the customer interaction. In addition, with Avaya’s Intelligent Workspace solution, agents have one AI-powered “single pane of glass” for intelligent communication and collaboration management that is personalized, intuitive, and customizable.

Avaya has also developed its unique A.I.Connect ecosystem of partners to help customers integrate new capabilities from leading vendors in the speech technology and AI-enabled customer engagement market.

“Avaya was an early pioneer in the use of AI technologies to enrich contact center applications and in the development of analytics that enable companies to track solution and employee performance as well as customer interactions,” said Nancy Jamison, Principal Analyst, Frost & Sullivan. “Frost & Sullivan believes that this rich history of funding innovation and its experience in the contact center market helps enable Avaya to effectively help customers differentiate customer experience. Customer journey intelligence encompasses both the customer and agent experience and comes from mining knowledge from the data generated from customer interactions as well as providing the right information back to customers and agents at the point of need to improve the experience. Avaya has a clear understanding of the impact new technology can have on customer experience and in utilizing technology to infuse intelligence into the customer journey.”

Frost & Sullivan’s Best Practices Awards are presented each year to companies that are predicted to encourage significant growth in their industries, have identified emerging trends before they became a marketplace standard, and have created advanced technologies that will catalyze and transform industries in the near future.

The award recognizes companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service, and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis, and extensive secondary research in order to identify best practices.

Further details about Frost & Sullivan’s Research Methodology can be found here.

About Avaya

Businesses are built on the experiences they provide, and every day millions of those experiences are built by Avaya (NYSE: AVYA). For over one hundred years, we’ve enabled organizations around the globe to win – by creating intelligent communications experiences for customers and employees. Avaya builds open, converged and innovative solutions to enhance and simplify communications and collaboration – in the cloud, on-premise or a hybrid of both. To grow your business, we’re committed to innovation, partnership, and a relentless focus on what’s next. We’re the technology company you trust to help you deliver Experiences that Matter. Visit us at

About Frost & Sullivan

Frost & Sullivan, the Growth Partnership Company, works in collaboration with clients to leverage visionary innovation that addresses the global challenges and related growth opportunities that will make or break today’s market participants. For more than 50 years, we have been developing growth strategies for the global 1000, emerging businesses, the public sector, and the investment community.

Cautionary Note Regarding Forward-Looking Statements

This document contains certain “forward-looking statements.” All statements other than statements of historical fact are “forward-looking” statements for purposes of the U.S. federal and state securities laws. These statements may be identified by the use of forward looking terminology such as “anticipate,” “believe,” “continue,” “could,” “estimate,” “expect,” “intend,” “may,” “might,” “our vision,” “plan,” “potential,” “preliminary,” “predict,” “should,” “will,” or “would” or the negative thereof or other variations thereof or comparable terminology and include, but are not limited to, expected cash savings and statements about growth, exchange listing and improved operational metrics. The Company has based these forward-looking statements on its current expectations, assumptions, estimates and projections. While the Company believes these expectations, assumptions, estimates and projections are reasonable, such forward-looking statements are only predictions and involve known and unknown risks and uncertainties, many of which are beyond its control. The factors are discussed in the Company’s Registration Statement on Form 10 filed with the Securities and Exchange Commission, may cause its actual results, performance or achievements to differ materially from any future results, performance or achievements expressed or implied by these forward-looking statements. For a further list and description of such risks

and uncertainties, please refer to the Company’s filings with the SEC that are available at The Company cautions you that the list of important factors included in the Company’s SEC filings may not contain all of the material factors that are important to you. In addition, considering these risks and uncertainties, the matters referred to in the forward-looking statements contained in this report may not in fact occur. The Company undertakes no obligation to publicly update or revise any forward-looking statement as a result of new information, future events or otherwise, except as otherwise required by law.

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