We are happy to share some insights about Avaya drawn from our latest market research, Ventana Research Buyers Guide: Digital Communications, which assesses how well providers’ offerings meet buyers’ requirements.
We recently published four Ventana Research Digital Communications Buyers Guides, an assessment of technology providers and products that provide individual and combined 
Digital Communications, basic suite, platform and premium suite support. At Ventana Research, we continue to believe that, for most use-cases, there is a clear choice for digital communications for any use in your enterprise. We developed four technology assessments and buyers guides to focus on overall Digital Communications requirements as well as specific basic suite, platform and premium suite use-cases.
In all of our Buyers Guides, we utilize a structured research methodology called the Value Index that includes evaluation categories designed to reflect real-world criteria incorporated in a request for proposal (RFP) and provider selection process for digital communications. We evaluated Avaya in seven categories, five relevant to the product (adaptability, capability, manageability, reliability and usability) and two related to the provider (TCO/ROI and provider validation).
In the overall Digital Communications Buyers Guide, our analysis classified Avaya as a provider of Merit, receiving an overall grade of B+ with a 72.2% performance. Avaya’s best
grouped results came in Product Experience with a 73.5% performance and a B+ grade, due in part to its B++ in Capability. In Customer Experience, Avaya received a B grade with a 64% performance, due to its 68.5% performance in TCO/ROI.
Avaya’s B+ grade in Product Experience was impacted by its B- in Adaptability, where it could invest further in its platform for customization and integration. Customer Experience was impacted by its B- in Validation, where it could have more specific information on its roadmap, services and investment.
Avaya performed best in Product Experience with a B+ grade, notably receiving a B++ in Capability due to its portfolio, and performed well in its meetings, platform and administration. In addition, its B+ grade in Usability was from its investment and focus on advancing intelligence in its tools. In Customer Experience, it performed better in TCO/ROI, where provided key information available on its website to help in a business case and strategic value of its approach to digital communications.
In the Digital Communications Basic Suite Buyers Guide, our analysis classified Avaya as a provider of Merit, receiving an overall grade of B+ with a 71.1% performance. Avaya’s best
grouped results came in Product Experience at 73.2% performance and a B+ grade due in part to its A- in Capability. In Customer Experience, Avaya received a B grade with a 64% performance due to its 68.5% performance in TCO/ROI.
Avaya’s B+ grade in Product Experience was impacted by its B- in Adaptability, where it seemed to lack greater customization options by roles and lack of availability of clear investment to enhance the platform. Customer Experience was impacted by its B- in Validation, which was a result of its operating performance indicators and absence of any available case studies and references.
Avaya performed best in Product Experience with a B+ grade, notably receiving an A- in Capability due to its exceptional support on chat channels to perform well in this category. In Capability, it also demonstrated notable administrative capabilities for communications in this category. Avaya was able to communicate to the market about the cost benefits of the platform along with appropriate tools for prospective buyers to evaluate TCO, which led to its B in TCO/ROI.
In the Digital Communications Platform Buyers Guide, our analysis classified Avaya as a provider of Merit, receiving an overall grade of B with a 66.6% performance. Avaya’s best
grouped results came in Product Experience at 67.2% performance and a B grade due in part to its B+ in Usability. In Customer Experience, Avaya received a B grade with a 64% performance due to its 68.5% performance in TCO/ROI.
Avaya’s B grade in Product Experience was impacted by its B- in Adaptability, where it could invest further in its platform for customization and integration. Customer Experience was impacted by its B- in Validation, where it could improve its operating performance and showcase more references and case studies.
Avaya performed best in Product Experience with a B grade, notably in Usability, receiving a B+ due to its use of AI/ML and exceptional software management capabilities. In addition, investments in improvements such as ease of accessing capabilities for less skilled resources added to the Usability rating. In Customer Experience, it performed better in TCO/ROI, where it provided key information on its website to help in a business case and customization flexibility and self-service options.
In the Digital Communications Premium Suite Buyers Guide, our analysis classified Avaya as a provider of Merit, receiving an overall grade of B+ with a 73% performance. Avaya’s best
grouped results came in Product Experience with a 74.4% performance and a B+ grade, due in part to its B++ in Capability. In Customer Experience, Avaya received a B grade with a 64% performance, due to its 68.5% performance in TCO/ROI.
Avaya’s B+ grade in Product Experience was impacted by its B- in Reliability, where it could invest further in its platform and showcase the distinct benefits achieved from those investments. Customer Experience was impacted by its B- in Validation, where it could provide more client references and case studies and strengthen the operating performance of the company.
Avaya performed best in Product Experience with a B+ grade, notably in Capability, receiving a B++ due to its extensive portfolio, and performed well in meetings, support and administration. It’s B+ grade in Usability was due a focus on advancing intelligence in its tools. In Customer Experience, it performed best in TCO/ROI, providing key information on its website to help enterprises build a business case and to assess the strategic value of its approach to digital communications.
This assessment was based on Avaya Communication and Collaboration Suite, v. March, 2024 and was available in March of 2024.
This research-based guide is the most comprehensive assessment of the value of digital communications software in the industry. Technology buyers can learn more about how to use our Buyers Guide by clicking here and included software providers that wish to learn more can click here. Click below to read the individual reports:
Digital Communications Overall
Digital Communications Basic Suite
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