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Avaya Placed in Leaders' Quadrant for EMEA Contact Center Infrastructure

  • b2s, Business Support Services, France's number two provider of contact center outsourcing services using Avaya contact center solutions

Avaya has been placed in the Leaders' Quadrant of the Contact Center Infrastructure Magic Quadrant, EMEA, 2006, according to a report authored by Terry Wright, Steve Blood, and Bern Elliot of research and advisory firm, Gartner Inc.

FRANKFURT, GERMANY – Avaya (NYSE: AV), a leading global provider of communications applications, systems and services, today announced that it has been placed in the Leaders' Quadrant of the Contact Center Infrastructure Magic Quadrant, EMEA, 2006, according to a report authored by Terry Wright, Steve Blood, and Bern Elliot of research and advisory firm, Gartner Inc., and published on 13 March 2006.1
The report states that Leaders are "high-viability vendors with a broad portfolio, significant market share, broad geographic coverage, a clear vision for how contact center needs will evolve and a proven track record for delivering contact center products. They are well positioned with their current product portfolio and are likely to continue to deliver leading products in the future. Leaders do not necessarily offer the best solution for every customer requirement, and their products may not be best-of-breed in every area of their portfolio. However, overall they provide solutions that offer relatively lower risk and higher quality."


One of the companies using Avaya contact center solutions is b2s, Business Support Services, the number two provider of contact center outsourcing services in France.2 The company turned to Avaya to help it standardise and consolidate its perse contact center architectures and systems following a period of rapid market growth.


"After an in-depth analysis of the existing offers available in the market, we did not hesitate to make our choice. Avaya stands out from its competitors with mature solutions and its expertise in the contact center market," says M. Pascal Terraube, Information Systems and Technical Director at b2s.

According to the report, voice over IP is disrupting the market for contact center infrastructure because users rationalize the numbers of partners from whom they source technologies and services, forcing consolidation.


"We believe that Avaya's position in the Leader's Quadrant is recognition that we provide value to our customers through our strategy of linking business processes with communications for better customer service," said Dave Johnson, President, International, for Avaya. "We will continue to focus on offering organisations a flexible IP migration path, allowing them to link multiple sites at their own pace to drive down costs, increase revenues and improve the customer experience."


To read the Gartner report, visit:
About Avaya
Avaya Inc. designs, builds and manages communications networks for more than 1 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 website:


About b2s
With revenues that tripled over 5 years, more than 200 customers including Orange, AIG, Aviva, HP, Tele2 and Nokia, 10 contact centers in France and in Morocco and 2500 employees, b2s has become a major player in the outsourcing of customer relationships. For more information visit the b2s website:


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1 Gartner Magic Quadrant for Contact Center Infrastructure, EMEA, 2006, by Terry Wright, Steve Blood and Bern Elliot, published 13 March 2006. 


The Magic Quadrant is copyrighted 2006 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 warranties of merchantability or fitness for a particular purpose.


2 Source: Centre d'Appels magazine, October 2005

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