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Avaya Behind 15 of the 24 Winners of the Singapore Annual CallCentre Awards 2003

12-03-2003

Avaya Inc. (NYSE:AV) a leading global provider of communicationsnetworks and services for businesses, supplied the call centresolutions for four of the six winners of corporate awards given outto outstanding call centres in Singapore.Avaya Inc. (NYSE:AV) a leading global provider of communicationsnetworks and services for businesses, supplied the call centresolutions for four of the six winners of corporate awards given outto outstanding call centres in Singapore.

The Annual Call Centre Awards 2003, organized by the Call CentreCouncil of Singapore (CCCS) presented six corporate awards in threecategories: new call centre; call centre under 50 seats; and callcentre over 50 seats.

The council also presented 18 individual awards in ninecategories. In this group, 11 of the individual award winners workin call centres powered by Avaya solutions.

Avaya is the leading supplier of call centre solutions in theAsia Pacific. Market research firm Frost & Sullivan fingeredAvaya's market share in 2002 at 36.3 per cent.

Of the two awards given in the category of Call Centre Under 50seats, both winners, Singapore Press Holdings' ClassifiedAdvertisements Telephone Sales (CATS) and TYCO Fire, Security &Services use Avaya.

In the Call Centre Over 50 Seats category, SingTel ContactCentre uses Avaya Technology, while Voiceworx Pte Ltd, anotherAvaya customer, won one of two awards in the New Call Centrecategory.

"The customer is always the focal point of Avaya's call centresolutions, which enable customers to reach the best agent for theirinquiry whether they call in, email, fax or surf the Web," said MrTom Cheong, Managing Director (ASEAN) of Avaya Asia Pacific.

Avaya's Interaction Centre Customer Relationship Managementsolution won Frost & Sullivan's Market Engineering LeadershipAward for three years in a row.

As Mr Sailesh Dave, Director of Frost & Sullivan for theAsia Pacific Operations said: "Avaya's domination of this industryfor three straight years is an exceptional feat in this highlycompetitive and fragmented industry. We believe that, goingforward, Avaya's strengths in meeting customer expectations andproduct superiority will allow them to continue setting newbenchmarks for the industry."

"The outstanding agents who serve customers are the realwinners. While we are very pleased that a majority of theindividual winners are using Avaya solutions, Avaya providesadvanced platforms that enable these agents to showcase theirtalent and we are glad to have played a part in their wins," saidMr Cheong.

According to analyst group IDC Asia/Pacific the Asia/Pacificcall centre services market will grow from US$1.2 billion in 2000to exceed US$4 billion in 2005.

About Avaya
Avaya Inc. designs, builds and manages communications networks formore than 1 million businesses worldwide, including 90 percent ofthe FORTUNE 500®. Focused on businesses large to small, Avaya is aworld leader in secure and reliable Internet Protocol (IP)telephony systems and communications software applications andservices.

Driving the convergence of voice and data communications withbusiness applications — and distinguished by comprehensiveworldwide services — Avaya helps customers leverage existing andnew networks to achieve superior business results. For moreinformation visit the Avaya Web site: http://www.avaya.com

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