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Avaya Listed in the "Leader" Quadrant in Contact Center Vendors Magic Quadrant for Asia Pacific

08-12-2004

Avaya announced that it has been listed in the leaders quadrant in an Asia Pacific contact center vendors Magic Quadrant, 2004 report published by research and advisory firm, Gartner, Inc.

Avaya Inc. (NYSE:AV), a leading global provider of business communications software, systems and services, today announced that it has been listed in the leaders quadrant in an Asia Pacific contact center vendors Magic Quadrant, 2004 report published by research and advisory firm, Gartner, Inc.*

The report, authored by analyst Geoff Johnson, positioned the vendors in one of four quadrants based on their vision and ability to execute on that vision. The four quadrants in the order of importance are Leaders, Visionaries, Challengers and Niche Players.

The Gartner definition of completeness of vision includes corporate strategy, technical capabilities and innovation, effectiveness of market communications, and vendor support and services capabilities. The execution criteria measure market share/ mind share, financial strength, product specific capabilities, and effectiveness of distribution channels (global and local).

The author cited Avaya as having retained "mind share" in Asia Pacific contact centers based on its long-term role in large, high-calling-rate volume or highly complex contact center environments. He also said that Avaya channel partners are leading contact center practitioners.

Mark Leigh, president, Avaya Asia Pacific said: "Enterprises, large to small, are quickly catching on the immediate benefits of contact centers, especially multi-media ones. Customers experience improved customer service and operational efficiency and enterprises enjoy significant cost savings and higher returns on their investment, while in the same instance having a more resilient and secure network. We are proud that Avaya is in the leaders quadrant. It underlines our strategy to be the number one vendor in contact centers in Asia Pacific."

According to industry analyst market surveys Avaya has been the Asia Pacific contact center market leader for the past five years. In markets such as Japan, Australia, Philippines, China and India, Avaya has made significant gains in market share over the period**.

Contact centers*** are thriving across the region. Companies that have recently deployed Avaya contact center solutions in the region are GE Capital and Coca Cola Amatil in Australia, E-Genting and Malaysia National Insurance in Malaysia, Good Morning Shinhan Securities, Olympus Korea in South Korea and CJ CableNet in South Korea, IBM in Japan and Reliance Infocomm in India.

Kwak Byung-Ju, deputy manager of Good Morning Shinhan Securities customer support center, said: "We considered introduction of the IP-based contact center for better customer service and cost-effective operation between the main customer support center and branch offices. The Avaya IP contact center solutions had the best performance and reliability as well as various features and scalability among all competing solutions participating in the bidding. In addition, the interoperability with systems in the Shinhan Financial Group affiliates was also highly rated."

The Avaya contact center solution portfolio includes the Avaya Customer Interaction Suite***, which features new and advanced capabilities that deliver personalized customer service across any communications channel, and improve the scalability of self-service.

Contact centers' most apparent benefit over call centers, which are basically speech-based, is the ability to provide live support through new communication channels, including email and Web. With the Web becoming a common medium for purchases and other transactions, this is critical in eliminating customer frustration. According to market analysts Datamonitor, US businesses lost US$1.6 billion in 1999 alone, because of failure to provide customers with satisfying Web-based services.

Contact center agents are able to address customer calls more efficiently. IP Telephony, a software-based technology that uses Voice over the Internet Protocol (VoIP) to transmit voice as data over a computer network, working with Computer-Telephony Interaction (CTI) provides agents with customer information, transaction history and even preferences. Such information provides a critical edge for the agent to meet and exceed the customer's requests.

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: http://www.avaya.com

Notes
* "Magic Quadrant for Asia/Pacific Contact Center Vendors, 2004", Gartner Inc., 22 July 2004, M-22-6333

The Magic Quadrant is copyrighted 2004 by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner's analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the "Leaders" quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

** "Strategic Analysis of the Interaction CRM Market for Asia Pacific", Frost & Sullivan, 2004

*** The Avaya Customer Interaction Suite encompasses four solutions areas - Contact Management, Self-Service, Proactive Contact, and Operational Effectiveness.

Contact Management: Avaya's Contact Management solutions enable businesses to establish more effective and productive contact center operations and to deliver more consistent, personalized customer service. Avaya Contact Management solutions are powered by the following software applications:

  • Avaya Interaction Center 6.1: This integrated, multimedia contact center application manages, records and reports customer interactions across communication channels-both inbound and outbound - ranging from voice and Web chat to e-mail. Interaction Center helps businesses efficiently manage high volumes of customer transactions, gain business value from relevant customer information, and deliver consistent customer service via common workflows and business rules, shared customer profile information, and consolidated management reporting. With the introduction of this suite, Interaction Center now adds new interoperability with IBM operating systems (see details below).
  • Avaya Business Advocate: This capability is based on patented Avaya algorithms that allow a company to meet its service level objectives by matching inbound customer contacts with the agent or other contact center resource best able to handle them. Today's announcement includes two 'firsts' for Business Advocate. It is now offered as a software application operating in an open, distributed, multivendor environment. Additionally, Business Advocate now applies the same predictive routing rules formerly available just for voice to other media as well, including e-mail and chat.

 

Self-Service: Avaya's Self-Service solutions provide customers with convenient, cost-effective, around-the-clock service via voice, Web or e-mail. Through integrated voice and speech automation, enterprises can increase customer satisfaction and reduce costs of service. Avaya Self-Service solutions are powered by the following software platform:

  • Avaya Interactive Response 1.2: This sophisticated software platform for advanced, speech-based self-service allows customers to speak their commands and access information automatically, 24-7. The software is standards-based to simplify development and deployment of new applications. With the introduction of this suite, Interactive Response increases support for Voice XML and IP telephony applications, and operates on higher capacity, stackable, industry-standard servers. This enables enterprises to scale self-service capabilities more cost-effectively through reduced equipment, integration and management costs.

 

Proactive Contact: Avaya Proactive Contact solutions allow businesses to achieve more interactive and effective sales and service opportunities, improving their business efficiency and increasing revenues. They include integrated outbound management and predictive dialing capabilities to build stronger relationships through customer outreach. These solutions are powered by the following software application:

  • Avaya Outbound Contact Management: This is an integrated component of Avaya Interaction Center 6.1, Avaya's industry-leading multimedia contact center application. (See above for details on Avaya Interaction Center.) With the introduction of this suite, Avaya helps businesses ensure that their automated customer outreach and sales campaigns are in compliance with updated state and national regulatory rules and "Do Not Call" registries.

 

Operational Effectiveness: Avaya Operational Effectiveness solutions provide comprehensive real-time monitoring of contact centers for faster, more informed decision-making and planning and enhanced efficiency and performance. A single, common interface is used to monitor significant elements such as outbound sales activities and regulatory compliance procedures. Avaya Operational Effectiveness solutions are powered by:

  • Avaya Operational Analyst 6.1: This software integrates customer interaction data from multimedia contact centers to deliver a consolidated, 360-degree view of both inbound and outbound contacts across many locations in a distributed enterprise. As a result, businesses have the comprehensive reports they need for effective analysis. This new version features enhanced inbound call management capabilities that allow contact center managers to observe a greater numbers of parameters - such as Business Advocate match rate performance and outbound sales campaign status - within a centralized view.

 

Business Application Support: To make it simple to incorporate the Avaya Customer Interaction Suite in a multivendor environment, Avaya includes adapters for "out of the box" integration with the newest versions of business applications from Siebel, PeopleSoft and SAP. The suite also adds new support for Onyx and E.piphany.

Operating System Support: The Avaya Customer Interaction Suite is now standardized for use on the IBM AIX™ operating system, including the IBM WebSphere® application server, and the IBM DB2 Universal Database, adding to present support with Sun Solaris™, Microsoft® Windows®, and the Oracle® and Microsoft® SQL Server databases.

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