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EMEA Contact Center Infrastructure Magic Quadrant Report PlacesAvaya in "Leaders" Quadrant

11-15-2004

Avaya Inc. (NYSE:AV), a leading global provider of businesscommunications software, systems and services, today announced ithas been listed in the leaders quadrant in a Europe, Middle Eastand Africa (EMEA) contact center infrastructure Magic Quadrantreport 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 it has been listed in the leaders quadrant in a Europe, Middle East and Africa (EMEA) contact center infrastructure Magic Quadrant report published by research and advisory firm, Gartner, Inc.*

The report, co-authored by analysts Steve Blood and Terry Wright, positions vendors as Leaders, Visionaries, Challengers or Niche Players based on the completeness of their vision and ability to execute upon it.

Gartner assesses a vendor's vision by evaluating its corporate strategy, technical capabilities and innovation, the effectiveness of its market communications, as well as its support and services capabilities. Ability to execute is measured on market share/ mind share, financial strength, product specific capabilities, and effectiveness of global and local distribution channels.

According to Gartner, vendors positioned in the leaders quadrant have the market coverage and services capability to satisfy global implementations and should be considered by companies for implementation requirements that span several countries in EMEA.

According to the report, "Network convergence and IP technology enables companies to reorganize the deployment of their contact center applications, with a focus on centralizing resources delivered over a single distributed network. Acceptance of IP as a platform is increasing, particularly in the market for managed and hosted services."

Martyn Lambert, Avaya Vice President of Marketing and Applications for EMEA commented: "In today's environment of increasing competition, a company's contact center is a critical component of the external image that it presents to its customers. Through the deployment of IP telephony, businesses large and small can turn their contact centers into a competitive advantage, ensuring that they make the best use of available resources, while driving down costs and providing a consistent customer experience."

Companies that have deployed Avaya contact center solutions in the region include Emirates Bank International, pan-European online travel agency ebookers, French outsourced call center services provider Teleperformance, and UK energy supplier npower.

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. Recently added to the Avaya Customer Interaction Suite is Contact Center Express, a complete multimedia contact center solution designed specifically for medium-sized enterprises.

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 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 Contact Center Infrastructure, EMEA, 2004," Gartner Inc., 27 October 2004, G00124208

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.

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