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Avaya Named as a worldwide Leader by Gartner in 2015 Magic Quadrant for Contact Center Infrastructure


  • 2015 marks a 15 years of Avaya consistently appearing in the ‘Leaders Quadrant‘
  • Positioning is based on completeness of vision and ability to execute

Dubai, UAE, – Avaya has announced that it is the only vendor to be consistently positioned as a Leader in the Gartner Magic Quadrant for Contact Center Infrastructure for 15 years, a position held since the report’s inception in 2001.


Avaya is one of the few vendors that can provide the flexibility for midsize to very large companies to choose the architectural approach to implementing customer engagement solutions that’s most appropriate for their needs. Midsize to very large companies can select a complete, bundled solution or take a best of breed approach, with both available in premises-based or public, private or hybrid cloud-based service model. New capabilities provided by the Avaya Engagement Development Platform and Avaya Snap-ins enable developers and business analysts to quickly create unique communications-enabled contact center application and workflows.


Avaya leads the contact center industry in the Middle East region. The majority of the region’s major banks, telecom operators and public sector services run Avaya call centers. In the last few years, the company has been engaged with its largest customers in a digital transformation process of their customer experiences, transforming traditional call centers to smart customer engagement experiences using multiple channels like social media, video-based communication, web chat and others.


In May and June 2015, the RTA, VIVA, Mashreq, and Dubai Islamic Bank have all scooped major customer experience awards related to their Avaya call center technology investments. The company has also just concluded the live launch of the RTA’s revamped contact centre, which aligns with the RTA’s vision of delivering excellence in the customer experience, and is one of the key elements of the RTA’s transformation to a 100 per cent ‘Smart Service’ organisation.


The Gartner Magic Quadrant report evaluates contact center vendors on their completeness of vision and ability to execute. The annual Gartner Magic Quadrant for Contact Center Infrastructure covers vendors that provide equipment, software and services to operate contact centers used for customer, employee and service support, including outbound telemarketing, helpdesks and other structured communications operations.



“As organisations increasingly transform digitally, customer engagement can be a key priority, and an eye-opener in the GCC region is the number of government entities that we work with. This level of focus on effective customer service within the government sector is a very positive trend. We are proud to count some of the key organisations as our customer engagement solutions clients, and our regional success has gone a long way in securing this global leadership positioning for the 15th year.”

- Mohammed Areff, Vice President, Avaya Middle East, Africa, and Turkey


About Avaya

Avaya is a leading provider of solutions that enable customer and team engagement across multiple channels and devices for better customer experience, increased productivity and enhanced financial performance. Its world-class contact center and unified communications technologies and services are available in a wide variety of flexible on-premises and cloud deployment options that seamlessly integrate with non-Avaya applications. The Avaya Engagement Environment enables third parties to create and customize business applications for competitive advantage.  Avaya’s fabric-based networking solutions help simplify and accelerate the deployment of business critical applications and services.  For more information please visit



Certain statements contained in this press release may be 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 are reasonable, such forward looking statements involve known and unknown risks and uncertainties, many of which are beyond our control. These and other important factors may cause our actual results to differ materially from any future results 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.


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