View All News

Frost & Sullivan Recognizes Avaya Strategy as the Best of the Year for Latin America Small and Medium Enterprise Market


Avaya received Frost & Sullivan's 2007 Latin America Information & Communication Technologies (ICT) Award for the Best Small & Medium Enterprise Strategy of the Year.

SAO PAULO – Avaya Inc, a leading global provider of business communication applications, systems and services, today announced that it has received Frost & Sullivan's 2007 Latin America Information & Communication Technologies (ICT) Award for the Best Small & Medium Enterprise Strategy of the Year. The company was recognized for its outstanding ability to expand its business potential in the Small and Medium Enterprise (SME) segment in the Region.


Frost & Sullivan praised Avaya for its introduction of new products to expand product portfolio; strategic alliances, mergers, and acquisitions; aggressive marketing, solution offer strategies; high growth in revenue and market share, rapid expansion in client base; and others.


According to Frost & Sullivan latest research1, Avaya has 42 percent market share. "It is already an established leader in the contact center solutions arena, and an important player in the overall enterprise communications market in Latin America, continuously growing awareness and presence in the SME segment," said Kristin Crispin, Industry Manager for the Enterprise Communications & Networks Group, Frost & Sullivan. "The efforts focused on adapting their offers to the needs of SMEs have enabled Avaya to maintain its leadership in this market."


In Latin America, Avaya enhanced its position in the SME segment through a series of new product launches in 2006 and 2007, developing an extensive portfolio of high-quality products to target the mid-sized market such as Avaya Communication Manager, Avaya MultiVantage Express, Avaya IP Office, Avaya Customer Interaction Express, and Avaya Meeting Exchange Express conferencing solutions.


"SMEs have been contributing to an increase in our revenues in the Region, which included a strong increase in overall market share2 in the previous years. In additional to the growth in revenue contribution from the SMEs, according to Frost & Sullivan, Avaya's market share in contact center applications also increased from 38 percent in 2004 to 43 percent in 2006 in the SME segment," said Elizabeth Garcia, vice president for Avaya CALA (Caribbean and Latin America).


As the large enterprise market becomes more mature and competitive, Avaya is also considering that small and medium-sized companies offer new opportunities for growth. As a strategy to target this segment, Avaya has invested more in product development, established strategic alliances and implemented successful marketing initiatives, positively impacting Avaya's 2007 results related to this growing market.


In the contact center solutions market for the SMEs, the revenues has been increasing annually, which also impact on highlighting Avaya's double digit growth success in the Latin American SME market.


The company also actively conducts educational road shows throughout Latin America, organizing and participating in business conferences and seminars for business partners and end users. These widespread activities also help the company to connect with its customers and to know their needs. The company considers its indirect channel BusinessPartners integral to its success in the SME space, with around 160 partners serving this space throughout the region, many with vertical industry backgrounds.


"The success in the SME segment can also be observed from its extensive client base that's been increasing year after year. Avaya has established deals with important SME’s customers in 2007, which is helping to increase its presence in the small and medium market arena," finalized Elizabeth Garcia.


One of these companies is Brazil's Fruit Fort, dedicated to growing, packaging and the global distribution of mango and grapes, which already benefits from the recent implementation of Avaya's Intelligent Communications solutions. With Avaya IP Office and several other complementary solutions, Fruit Fort has achieved significant reduction in monthly telephony costs. Avaya IP Office is a complete small business solution for telephony, messaging, networking, conferencing and customer management. Avaya has sold more than 110,000 IP Office solutions worldwide.


Earlier this week, Avaya announced that it achieved significant growth in the number of end users it supports at mid-sized sized companiesworldwide3. The Avaya portfolio for mid-sized businesses includes solutions such as Unified Communications solutions and customer service applications.


1 Latin America Contact Center Solutions Markets (N1F3) and Latin America Enterprise Telephony Solutions Markets (N1FD), Frost & Sullivan, 2007

2 Latin America Contact Center Solutions Markets (N1F3 and F571), Frost & Sullivan, 2006 and 2007.

3 Businesses with 100-999 employees.

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:


About Frost & Sullivan
Frost & Sullivan, the Growth Consulting Company, partners with clients to accelerate their growth. The company's Growth Partnership Services, Growth Consulting and Career Best Practices empower clients to create a growth-focused culture that generates, evaluates and implements effective growth strategies. Frost & Sullivan employs over 45 years of experience in partnering with Global 1000 companies, emerging businesses and the investment community from more than 30 offices on six continents. For more information about Frost & Sullivan's Growth Partnerships, visit


About the Award
Frost & Sullivan Best Practices Awards recognize companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service, and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis, and extensive secondary research in order to identify best practices in the industry.


# # #

Categories: Press Releases
View All News