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Avaya Placed in Leaders Quadrant of Analyst Firm's Magic Quadrant Report for IVR Systems and Enterprise Voice Portals

04-07-2008

Avaya has been placed by Gartner Inc. in the Leaders Quadrant of a new 2008 Magic Quadrant report on interactive voice response (IVR) systems and enterprise voice portals.

BASKING RIDGE, N.J. –  Avaya Inc., a leading global provider of business communications software, systems and services, announced it has been placed by Gartner Inc. in the Leaders quadrant of a new 2008 Magic Quadrant report on interactive voice response (IVR) systems and enterprise voice portals.1 Gartner is a leading industry research and analysis firm, and their Magic Quadrant report positions vendors in the Leaders, Challengers, Visionaries or Niche Players Quadrants based on the completeness of their vision and ability to execute.

 

Avaya offers a full line of voice self service solutions for contact centers including two IVR platforms – Avaya Voice Portal and Interactive Response – as well as a free, community supported development toolset for speech-enabled self service, Avaya Dialog Designer.

 

"We consider our position in Gartner's Leaders Quadrant a strong confirmation of Avaya's strategy of building products that transform Web-based services into tightly-integrated, voice-enabled self service solutions that drive profitability and delight customers," said Michael Perry, director, product management, Customer Service Applications pision. "In 2008, we'll accelerate our strategy and provide enterprises powerful capabilities that simplify the delivery of consistent user experiences across all self service and agent-assisted applications."

 

Companies benefiting from Avaya's IVR and voice portal solutions include Certegy Check Services, a check authorization company, and International Speedway, a leading promoter of motorsport activities. Certegy Check Services, for example, uses Avaya Interactive Response in their check authorization process, enabling merchants to use speech automated self service to easily obtain transaction information via phone, verify customer checks, and complete customer purchases more quickly.

 

About Avaya's speech self service applications portfolio

 

  • Avaya Voice Portal, a software platform that combines the power of open standards Web technology and IP telephony to deploy self service applications within a service orientated architecture (SOA). Voice Portal is used by companies around the world to speech enable Web services and applications across a distributed enterprise.

 

  • Avaya Interactive Response, a standards-based self service platform that leverages existing software and hardware architectures and applications to automate customer transactions via touch tone or speech recognition.

 

  • Avaya Dialog Designer, a tool that gives businesses a cost-effective way to speed the development of speech self service applications in both traditional telephony and Web services environments.

 

For more information on the Gartner Magic Quadrant report, please visit www.gartner.com

 

About Avaya
Avaya delivers Intelligent Communications solutions that help companies transform their businesses to achieve marketplace advantage. More than 1 million businesses worldwide, including more than 90 percent of the FORTUNE 500®, use Avaya solutions for IP Telephony, Unified Communications, Contact Centers and Communications-Enabled Business Processes. Avaya Global Services provides comprehensive service and support for companies, small to large. For more information visit the Avaya Web site: http://www.avaya.com.

 

About the Magic Quadrant
The Magic Quadrant is copyrighted 2008 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.

 

Note: Avaya Inc. and Gartner, Inc. are both owned in part by Silver Lake, a leading financial investment firm. Gartner research is produced independently by Gartner analysts, without influence, review or approval of their outside investors or shareholders. For further information on the independence and integrity of Gartner research, see Guiding Principles On Independence and Objectivity on Gartner’s website, http://www.gartner.com/it/about/omb_guide.jsp.

 

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1 Magic Quadrant for IVR Systems and Enterprise Voice Portals, 2008. Steve Cramoysan, Rich Costello, Gartner Inc. 18 February 2008. ID Number: G00154201

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