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Frost & Sullivan Recognizes Avaya as North American Leader in Inbound Contact Routing

10-27-2008

Avaya received Frost & Sullivan's 2008 North American Market Leadership Award for Inbound Contact Routing, based on its dominant position in shipments, leading market share position in revenues and its proactive approach to innovation in this key segment of the contact center market.

BASKING RIDGE, N.J. - Avaya Inc. today announced it has received Frost & Sullivan's 2008 North American Market Leadership Award for Inbound Contact Routing, based on its dominant position in shipments, leading market share position in revenues and its proactive approach to innovation in this key segment of the contact center market. This is the second consecutive year that growth consulting company Frost & Sullivan has recognized Avaya as the leader in advanced contact routing technologies.

 

Inbound contact routing is a core component of contact center operations, and is central to providing intelligent communications in customer service. Intelligent routing of each inbound contact ensures that customers are automatically and optimally served by the agent most skilled in handling their unique needs.

 

Frost & Sullivan's award was based on their new report(1), which analyzes all aspects of inbound contact routing and the market's key vendors. The report shows that Avaya's market leadership in inbound contact routing is evidenced by its dominance in shipments and revenue generation for 2006-2007. In revenue generation, Avaya maintained the top position with 37.2 percent of the market, a figure that was greater than the total of its four closest competitors.

 

"Avaya continues to lead the pack with reliable, proven contact center technology that is essential in driving customer satisfaction in the contact center," said Ashwin Iyer, research director for Frost & Sullivan's Contact Center practice. "The company's strength in the contact center space and the combined breadth of its offerings give Avaya an advantage when looking to lead in new markets. The company's climbing growth rates in newer geographies shows strong execution on that potential."

 

According to Frost & Sullivan, inbound contact routing is comprised of an intersection between three markets: Automatic Call Distributor (ACD) systems, Computer Telephone Integration (CTI) and IP Contact Centers. They state that Avaya's strong revenue from this area is powered by its strong leadership, presence and strategy in these markets.

 

Adds Frost & Sullivan's Iyer: "In the face of ever-escalating competition, including competitors from completely new corners of the technology world, Avaya has maintained its strong lead in market share in the North American inbound contact routing market, which is no small feat in the current economic environment."

 

Products that power Avaya's contact center routing capabilities include Avaya Interaction Center, Avaya Call Center and the company's flagship IP telephony software, Avaya Communication Manager. In the past year, Avaya has focused on integrating new Communications-Enabled Business Processes (CEBP) within customer service capabilities to provide call centers with new real-time, multi-channel communications. This integration speeds response times, reduces human delays and frees workers to focus on decision-making.

 

"This endorsement validates our strategy for delivering innovative customer routing technologies that help customers get the most out of their IP contact centers and interaction management solutions," said Bob Lyons, vice president and general manager of Contact Center Solutions, Avaya. "Consumers expect a high-quality experience when they call into a contact center. Our priority is ensuring companies can meet this demand, which has a direct impact on their bottom line."

 

Frost & Sullivan previously recognized Avaya for other achievements in the contact center market, including awards for North American leadership in Outbound Routing and Interactive Voice Response.

 

To learn more about Frost & Sullivan's research, please visit www.frost.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: www.avaya.com.

 

(1) Report: Frost & Sullivan North American Inbound Contact Routing Markets, 2008

 

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