BASKING RIDGE, NJ--(Marketwire - June 16, 2008) - Avaya Inc. today announced it has
received
Frost &
Sullivan's 2008 North American Market Leadership Award for Outbound
Dialing, based on its leading market share position, high-quality product
mix and focused customer strategy in premise-based outbound communications.
Outbound dialing is a key
component of
contact centers, enabling
businesses to place large volumes of outbound calls for activities such as
telesales and proactive customer service. The award is based on research
from growth consulting company Frost & Sullivan, which analyzed all aspects
of outbound dialing, including comparisons of key vendors. In the research,
Avaya led in premise-based outbound dialing with 28 percent of the market
for revenues, nearly 7 points ahead of its nearest competitor.(1)
Avaya's leadership in this market was driven by strong growth, with Frost &
Sullivan reporting that Avaya's outbound contact revenue grew 67 percent
year-over-year, compared to overall market growth of 11 percent.
Frost & Sullivan says outbound communications is evolving beyond activities
such as telesales and telemarketing to now enhance customer service with on
demand and agent-less outreach, such as outbound alerts and emergency
notifications. According to Frost & Sullivan's research, the overall North
American outbound dialing market is $268 million in revenues, and is
expected to grow to $522 million by 2014(2). In addition to Avaya, other
vendors that were measured in the research included Aspect Software, Noble
Systems, SER, and Genesys.
Avaya's core outbound communications solution is
Avaya Proactive Contact, an
applications suite that enables proactive management of customer
relationships in a contact center. According to Frost & Sullivan, Proactive
Contact places Avaya in "an extremely strong position" to enhance end user
value and meet ongoing business needs. The application includes advanced
predictive dialing technology, enhanced call progress analysis, auto
control of service levels and sophisticated call blending options. It also
reflects Avaya's strong understanding of global regulations, enabling
customers to easily navigate shifts in regulatory compliance.
"The companies that will win in outbound communications -- and evolve it to
its next stage -- are the ones that can deliver real value to customers
during proactive outreach," said Michael DeSalles, strategic analyst with
Frost & Sullivan. "Avaya continues to stand out in this mature market by
bringing greater levels of intelligence to outbound communications, and
focusing on innovative new ways to enhance customer experiences during
every interaction."
Avaya Customer Ryla Streamlines Customer Outreach with Proactive Contact
As reported by Frost & Sullivan's research, more businesses are choosing
Avaya's outbound communications solutions to meet their growing customer
outreach needs. This includes
Ryla, a leading provider of
customer contact and crisis response solutions serving clients ranging from
regional utility companies to large financial institutions to political
campaigns.
Ryla uses Avaya Proactive Contact to provide outbound communications
campaigns for many of their clients. This helps them deliver customer
outreach more effectively, while serving the needs of their clients' brand,
image and customer communication. Additionally, the solution helps Ryla
drive a more flexible and productive agent workforce through its ability to
integrate outbound calling with inbound communications.
"Avaya's outbound solutions and expertise in contact centers has enabled us
to deliver a more efficient and productive customer service operations,"
said Ruben Maury, Ryla's vice president of Information Technology.
"Outbound communications is a critical function that can strengthen
customer contacts in a cost-effective way. By integrating Avaya outbound
and inbound communications, we can significantly streamline functions such
as billing and forecasting, making more efficient use of an agent's time."
"In today's economic environment, companies are searching for ways to
provide more cost-effective customer support, while still increasing
consumer satisfaction," said Laura DiSciullo, vice president, global
product management, Avaya. "Through intelligent proactive outreach
solutions, Avaya is helping companies capitalize on these opportunities,
and making outbound communications an essential element of their customer
retention and growth strategy."
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:
http://www.avaya.com.
(1) Represents premise-based outbound dialing market.
(2) Represents 2007 revenues total of premise-based and hosted outbound
dialing market.
Contact Information:
Media Relations:
Jonathan Varman
908 953 6432
jvarman@avaya.com