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Avaya Placed in Leaders Quadrant for North America Contact Center Infrastructure

03-01-2006
  • UpSource and many other companies using Avaya IP telephony contact center solutions to drive growth, improve reliability of operations

Significant market share, a strong portfolio, and experience in the contact center market are strengths that positioned Avaya in the leaders quadrant in the Gartner Inc. 2006 Magic Quadrant Report on North America contact center infrastructure.

BASKING RIDGE, N.J., US – Significant market share, a strong portfolio, and experience in the contact center market are strengths that positioned Avaya (NYSE: AV) in the leaders quadrant in the Gartner Inc.* 2006 Magic Quadrant Report on North America contact center infrastructure.
 
Gartner is a global research and analysis firm focused on the information technology sector. Avaya is a leading global provider of business communications applications, systems and services.

 

Gartner requires that leaders quadrant vendors have "broad portfolios, 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."

 

One of the companies using Avaya contact center solutions is UpSource, a growing multi-channel customer service outsourcer. The company turned to Avaya when it needed to replace its existing contact center solution to accommodate growth and improve the reliability of its operations. 

 

"Avaya has helped UpSource cost-effectively grow its operations and protect its investment as it begins to move further into IP telephony," said Eileen Rudden, vice president, Enterprise Communications Applications, Avaya. "As a result, the company has been able to make dramatic improvements in efficiency and now has the business continuity features it needs for rock-solid reliability."
 
The foundation of UpSource's contact center is a converged communications infrastructure powered by Avaya Communication Manager IP telephony software. The company uses Avaya Call Center software for call routing and distribution, while Avaya Contact Center Express provides CTI-enabled multichannel capabilities, including intelligent screen pops at agents' desktops and integrated e-mail workflow. For contact center management, monitoring and analysis, the company is using an Avaya Call Management System.

 

To read the Gartner report, visit:  http://mediaproducts.gartner.com/reprints/avaya/vol2/article1/article1.html.

 

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: http://www.avaya.com.

 

* Gartner Magic Quadrant for Contact Center Infrastructure, North America, 2006, by Bern Elliot and Drew Kraus. 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.

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