Global provider of business collaboration and communications solutions Avaya has been named a leader in the Gartner Magic Quadrant for contact centre infrastructure for the 14th year running.

Avaya says in a statement it is the first company to achieve this record.

The Gartner Magic Quadrant report evaluates contact centre vendors on their completeness of vision and ability to execute.

“Recent Avaya research found that the large majority of companies think customer experience management is very important to the long-term health of the company, but nearly half of respondents said that they lacked a comprehensive plan to support it,” says Selvin Kristnen, managing director of Avaya in South Africa.

The 2014 Gartner Magic Quadrant for Contact Centre Infrastructure finds that “contact centre managers prefer to purchase much, or all, of their contact centre infrastructure from a single source as a bundle in pursuit of easier and enduring integration, cradle-to-grave integrated reporting, and easier system management.

“Therefore leading contact centre infrastructure vendors offering complete portfolios of solutions, comprising their own products and those of partners and other strategic suppliers, are being favored,” according to the report.