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Avaya Leads the Enterprise Communications Market in Greater China

  • Frost & Sullivan report shows that Avaya has the biggest market shares in Greater China in key enterprise communications markets including PBX, IP PBX and call center applications

Avaya announced that it is leading the Greater China market in both enterprise telephony and call center application areas.

Avaya Inc. (NYSE:AV), a leading global provider of communications networks and services for businesses, today announced that it is leading the Greater China market in both enterprise telephony and call center application areas. It has beaten the competitors in Private Branch Exchange (PBX), IP-PBX and call center markets in 2003, with shares of 11.9 percent, 35.7 percent and 23.5 percent respectively, according to reports of market research agency Frost & Sullivan.

This is the first time that Avaya leads in Greater China in all these three major market segments, showing that Avaya is gaining strong momentum in addressing this promising market of enterprise communications.

The report, Strategic Analysis of the Interaction CRM (ICRM) Report for Asia Pacific, states that Avaya leads the ICRM market for the 5th consecutive year in Asia Pacific and Greater China as well. Avaya is particularly strong in Automatic Call Distributor (ACD) systems, with a dominating 55.2 percent market share in Asia Pacific.

The sectors covered in this report are Automatic Call Distributor, Real Time Web Collaboration, E-mail Management, Interactive Voice Response, Speech Technology, Call Monitoring, Workforce Management, Outbound and Computer Telephony Integration.

An earlier report by Frost & Sullivan, Strategic Analysis of the Asia Pacific Enterprise Telephony Market in April 2004, named Avaya as the leader in IP telephony in Greater China. The market share of Avaya rose significantly from 23.5 percent in 2002 to 35.7 percent in 2003. In the PBX area, Avaya regained leadership in Greater China with a share of 11.9 percent.

Frost & Sullivan acknowledges that through a strong network and relationship with channels across the Asia Pacific region, Avaya managed to penetrate the total ICRM market in 2003 and attained a market share of 31.8 percent (including Japan). The focus that Avaya has on go-to-market strategy, collaborative partnerships (IBM, Extreme Networks, Polycom), investments and major customer wins has contributed positively to achieve market leadership positions in enterprise telephony areas.

"Avaya offers businesses the benefit of choices in pursuing an all-IP network or a mixed solution combining IP and traditional telephony. This strategy allows it to aggressively exploit the industry move to IP telephony, while still maintains the leadership in tradition telephony market. This also helps companies to make best use of their existing systems," said Manoj Menon, Partner and Director at Frost & Sullivan Asia Pacific.

"We have invested a lot in building highly efficient channels, and in forming real partnership with customers. This enables us to effectively reach out to the market, and have good understanding customer needs. More and more enterprises in Greater China are coming to Avaya for highly open, secure and reliable enterprise telephony and call center solutions," said Herman Wu, Managing Director (Acting) & Area Sales Vice President, Avaya Greater China.

According to Frost & Sullivan, the Asia Pacific ICRM market was worth US$620.6 million in 2003. Revenues grew by 0.7 percent over 2002. It is expected to grow at a compound annual growth rate (CAGR) of 13.0 percent from 2003 till 2010. Revenues are forecasted to reach US$1.128 billion in 2007.

Frost & Sullivan also estimates that the Asia Pacific IP telephony market will reach US$420.6 million this year from US$294.1 million in 2003, representing a growth of more than 43 percent.

  • Source: Frost & Sullivan 2003 Asia Pacific Enterprise Telephony Market Report released in April 2004
  • Source: Strategic Analysis of the Interaction CRM Report for Asia Pacific released in May 2004
  • ** For more information or to purchase a copy of the report, please contact Frost & Sullivan at


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: or

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