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Study Confirms Avaya's Leadership in Providing Solutions for Growing Caribbean Call Center Market

08-31-2005

Avaya announced that a recent report by the Zagada Institute - an influential market research firm that focuses on the Caribbean - predicts that Avaya will continue to be the preferred solutions provider for the growing number of companies choosing to establish or expand call center operations in the Caribbean.

Avaya Inc. (NYSE:AV), a leading global provider of business communications applications, systems and services, today announced that a recent report by the Zagada Institute - an influential market research firm that focuses on the Caribbean - predicts that Avaya will continue to be the preferred solutions provider for the growing number of companies choosing to establish or expand call center operations in the Caribbean.

 

According to Zagada Caribbean Call Center Report 2005, Avaya is growing faster in the region than its key competitors, as a result of its advanced communications solutions increasingly based on Internet Protocol (IP). This technology helps to reduce costs and delivers voice, data and video efficiently enabling agents to provide faster and enhanced customer service not only via telephone but also by email and chat.

 

Avaya is currently the leading provider of call center technology in the Caribbean with a 31 percent market share according to the most recent study by Frost & Sullivan. ¹ Among its customers are UNO in the Dominican Republic, El Dia Directo and Atento in Puerto Rico and e-Services Group in Jamaica.

 

Due to the Caribbean's proximity to the United States and a well educated work force, many companies have opened inbound and outbound call centers in the region. According to the study from the Zagada Institute, from 2002 to 2004 the number of call centers in the Caribbean almost doubled. At the same time, the call center agent population increased at roughly the same rate, from 11,000 to 25,000 people.

 

This employment boom has added an additional US$ 1 billion in annual regional economic impact, which will increase sharply if, as projected, the number of agents reaches 50,000 by the end of 2006.

 

At the end of 2004, the Dominican Republic had the region's greatest number of call centers at 27, followed by Puerto Rico, 20, and Jamaica, 16. When measured by agent population, Jamaica had the most agents with 8,000. The Dominican Republic had 6,670, and Puerto Rico tallied 4,000.

 

"We hope to use our position as the leading supplier of call center solutions in the Caribbean to help our customers make the transition to a new era of Intelligent Communications, which seamlessly connects communications applications and business applications, giving workers, customers and processes the ability to be linked to the right person, at the right time, by the right medium - voice, text and video - over any network," said Carlos Trivi ño, acting managing director for Avaya in Venezuela, Ecuador, the Caribbean and Central America (VECCA).

 

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

 

About Zagada

The Zagada Institute is the research arm of Zagada Markets and is committed to research and applied thought focused on growth, business development and innovation related to Caribbean transformation.

 

Zagada Markets

Zagada is a leading strategy and innovation-consulting firm focused on business development, alliance formation, and innovation in the Caribbean and the U.S. marketplace. Formerly founded as The Peters Group in 1989, Zagada is recognized for its strategic innovation practice. The company uses a combination of creative and analytic concepts and approaches to develop and launch its own branded products and services as well as help businesses and regional Economic Development Agencies unlock latent assets in delivering their message. Zagada is recognized for helping organizations conceptualize, nurture and birth new revenue - generating ideas. The company's latest multi-company business development/alliance branded project is the SphaeroAlliance (www.sphaeroalliance.com), a Caribbean Contact Center and Business Process Outsourcing platform. www.zagada.com

 

For more information please go to www.zagada.com or www.sphaeroalliance.com or call 305 529 9028 to reach the company's South Florida office.

 

¹ Frost & Sullivan Latin America Contact Center Market 2003

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