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Avaya Achieves Thirteenth Consecutive Year as Contact Center Market Leader in Japan


Avaya announced that MIC Research Institute has ranked Avaya as the leading provider of communications solutions for the Contact Center market in Japan for the thirteenth consecutive year. 

  • Avaya Japan received the highest expected share of 54.6 per cent based on the number of contact center  licenses – over 25 points ahead of nearest competitor

Tokyo, Japan. -- Avaya today announced that MIC Research Institute (MIC), an independent research company in Japan, has ranked Avaya as the leading provider of communications solutions for the Contact Center market in Japan for the thirteenth consecutive year. 


According to the MIC report entitled: "Current Status and Outlook of IT Solutions Market:  CRM Enablement," Avaya received 54.6 percent of the market in Japan--  25.6 points ahead of the closest competitor -- based on the number of contact center  licenses to be shipped in 2013.


MIC predicts that Avaya will sustain its leading position due to expanded offers that include social media management technologies and Voice of the Customer consulting services. In addition, the report cites strong contact center applications such as Avaya Agent MAP® and StationLink® which are developed locally to address the needs of Japanese customers.


According to the MIC report, the Japanese contact center market size in 2012 was USD 302 million. Growth was stronger than the previous year as companies moved to upgrade ageing systems which had not been updated through the economic crisis. This increase in upgrades began in the latter half of 2011. The market is expected to continue to grow in 2013, as demand for Contact Center as a Service (CCaaS) is increasing rapidly.


Avaya increased the revenue by completing some large customer upgrades especially in the growing catalog shopping contact center market. And as well as signing up new customers, Avaya continued to see investment from its existing base in the financial industry.


"Japanese contact centers are increasingly demanding multi-channel support capabilities including video and social media as devices consumers use to contact companies continue to persify. Avaya is leading the market to a new level of service by focusing on driving a consistent customer experience across all platforms and devices, helping companies deliver service excellence and maintain customer loyalty.”
Robert Stevenson, Managing Director, Japan, Avaya


Tags: Avaya, contact center, market share, leader, social media, customer service technology


1Research period covered for 2012: January 28, 2012 to April 22, 2013
2MIC Research Institute researches shipment in number of seats in addition to the shipment value. This is because most foreign vendors including Avaya use channel partners in Japan, making foreign vendors’ average selling price lower than Japanese vendors, which typically sell direct to end users. The figures are for estimated annual sales in calendar year 2013.


About Avaya
Avaya is a global provider of business collaboration and communications solutions, providing unified communications, contact centers, networking and related services to companies of all sizes around the world. For more information please visit


Certain statements contained in this press release are forward-looking statements. These statements may be identified by the use of forward-looking terminology such as "anticipate," "believe," "continue," "could," "estimate," "expect," "intend," "may," "might," "plan," "potential," "predict," "should" or "will" or other similar terminology. We have based these forward-looking statements on our current expectations, assumptions, estimates and projections. While we believe these expectations, assumptions, estimates and projections are reasonable, such forward looking statements are only predictions and involve known and unknown risks and uncertainties, many of which are beyond our control. These and other important factors may cause our actual results, performance or achievements to differ materially from any future results, performance or achievements expressed or implied by these forward-looking statements. For a list and description of such risks and uncertainties, please refer to Avaya's filings with the SEC that are available at Avaya disclaims any intention or obligation to update or revise any forward-looking statements, whether as a result of new information, future events or otherwise.

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