BASKING RIDGE, NJ--(Marketwire - Sep 13, 2012) -
Avaya today announced that it has received the Frost & Sullivan 2012 North American Market Share Leadership Award in Inbound Contact Center Routing Systems. The award is based on Frost & Sullivan's Best Practices research and given to the company that has demonstrated excellence in capturing the highest market share within its industry, and recognizes leadership in terms of revenues or units, as specified.
The Frost & Sullivan report cites Avaya's leadership as a position held for many years, and for the past two years has accounted for more than one third of the total market. Today, Avaya accounts for more than all the shares of its three largest competitors combined. Among several key performance factors that Frost & Sullivan attributes to Avaya's leadership are:
Quotes:
"Avaya Customer Experience Interaction Management solutions help enterprises redefine their customers' experience with innovations that enable companies to be where their customers are, offer diverse avenues that lead back to their business and streamline the process for both the agent and customer to achieve fast, first-call resolution in a cost-effective way."
Christine Viera, vice president, Product Management - Contact Center Solutions, Avaya
Additional Resources
Frost & Sullivan Market Share Leadership Award Inbound Contact Routing Systems North America, 2012
Tags: Avaya, Avaya Aura, contact center, Call Center Elite, customer service, inbound routing systems, customer experience, customer interaction management, Avaya Aura Contact Center
About Frost & Sullivan
Frost & Sullivan, the Growth Partnership Company, enables clients to accelerate growth and achieve best-in-class positions in growth, innovation and leadership. The company's Growth Partnership Service provides the CEO and the CEO's Growth Team with disciplined research and best-practice models to drive the generation, evaluation and implementation of powerful growth strategies. Frost & Sullivan leverages 50 years of experience in partnering with Global 1000 companies, emerging businesses and the investment community from more than 40 offices on six continents. To join our Growth Partnership, please visit http://www.frost.com.
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 www.avaya.com.
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 www.sec.gov/. 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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Contact Information:
Media Inquiries
Deb Kline
908-953-6179
klined@avaya.com