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Avaya Continues to Lead in the Contact Center Solutions Market inthe Caribbean and Latin America, According to Frost & Sullivan


Avaya announced that independent industry analyst firm, Frost & Sullivan has named Avaya as the leader in contact centers in Latin America and the Caribbean for the third consecutive year.

Avaya Inc. (NYSE: AV), a leading global provider of communication networks and services for businesses, today announced that independent industry analyst firm, Frost & Sullivan has named Avaya as the leader in contact centers in Latin America and the Caribbean for the third consecutive year. According to the recently published report from Frost & Sullivan entitled "Latin America Contact Center Solutions Market,"* Avaya leads the market in the region with a 35 percent share in 2003.

Avaya was also the leader in contact center solutions market in the following sub-regions in 2003: Brazil 31%, Mexico 44%, Southern Cone 36%, Andean Countries 35%, Central America and the Caribbean 31%.

According to Frost & Sullivan, Avaya continues to lead in installed base, sales in the region and overall market presence. DIRECTV Mexico, Atento Peru, Unibanco in Brazil and UOL Argentina are among the many customers in Latin America that have implemented Avaya contact center solutions.

"Avaya has a secure position with robust systems that protect investments. As the Latin America region strides towards the convergence trend, customers will find in Avaya a strong provider of next generation solutions. The company is also ready to compete for IP contact centers providing hybrid environments with analogical, digital and IP lines in a single system," said Carla Zarza, research analyst for Frost & Sullivan Latin America.

The study, which included interviews with industry experts, contact center customers, suppliers and local associations, as well as secondary research analysis of country import data and other external sources, was conducted in Argentina, Brazil, Chile, Colombia, Mexico and Puerto Rico.

"In Latin America, there is a shift from traditional call centers to multimedia contact centers which allow customers to contact companies anytime, anywhere, and use any means (email, web, or telephone) to access information. Businesses throughout Latin America are implementing contact centers from Avaya to improve customer service while reducing operating costs," explains Elizabeth Garcia, president of Avaya for the Caribbean and Latin America.

Avaya contact center technology and customer relationship management solutions provide unique options to satisfy the needs and requirements of customers and providers alike. Avaya is a world leader in Customer Relationship Management (CRM) solutions with more than 22,000 Multi-Channel Call and Contact Centers around the world.

About Avaya
Avaya Inc. designs, builds and manages communications networks for more than one million businesses worldwide, including over 90 percent of the FORTUNE 500®. Focused on businesses large to small, Avaya is a world leader in secure and reliable Internet Protocol (IP) telephony systems and communications software applications and services.

Driving the convergence of voice and data communications with business applications - and distinguished by comprehensive worldwide services - Avaya helps customers leverage existing and new networks to achieve superior business results. For more information visit the Avaya Web site:

* Frost & Sullivan Latin America Contact Center Solutions Market, February 16, 2004

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