Avaya Receives 2011 Asia Pacific Contact Center Applications Inbound Systems Vendor of the Year Award from Frost & Sullivan

07 Feb 2012
  • Award outweighs competition in three criteria: growth strategy and implementation, degree of innovation, and leadership in customer value and market penetration
  • Avaya Aura® Contact Center, open-standards platforms, and comprehensive range of solutions enable end-to-end next-generation customer experience management
  • Reinforces Avaya's commitment to continuous evolution and ability to develop technologies that focus on driving customer success
SINGAPORE - Avaya, a global provider of business communications and collaboration systems and services, today announced it has been awarded the 2011 Asia Pacific Contact Center Applications Inbound Systems Vendor of the Year Award from Frost & Sullivan. The Award is presented to the company that best demonstrates excellence in growth strategy and implementation, degree of innovation with products and technology, and leadership in customer value and market penetration, relative to its competitors in the Asia Pacific market.
Avaya was recognized for significantly increasing its channel presence. Specifically, Avaya was able to evolve and further develop the channel base it acquired from the acquisition of Nortel Enterprise Solutions (NES), sign-up new distributors, and create effective partner enablement tools. The company was also commended for its ability to increase market share during a period when the market as a whole grew marginally by being a strong and consistent champion of open-standards, and the effectiveness of its channel partners and developers which according to Frost & Sullivan, forms one of the strongest technology communities in the industry.
Frost & Sullivan also acknowledged Avaya for its holistic approach towards contact center solutions enabling customers to react to changing demographics, new economic realities and rapidly growing new modes of communication. Examples include Avaya Aura® Contact Center offering tools to leverage social networks as a customer service channel and vehicle to help build brand image. Also noted was workforce optimization capability providing ease in new application deployment to quickly adapt to customers' changing business and communications needs, tighter application interaction and interoperability, scalability to all sizes of contact center environments, and the blending of inbound and outbound systems to leverage agents for revenue generation activities and to proactively manage and enhance the customer experience.
"Avaya continues to dominate the inbound systems segment for the Asia Pacific contact center applications market with reliable and proven technology that is the corner stone for driving customer satisfaction in the contact center. Accentuating its holistic approach towards contact center solutions, Avaya further enhanced its contact center platform that effectively optimizes customer experiences in evolving business environments. Deep understanding of customer perspective and breadth of its offerings has developed very strong relationships with customers in the region. Invigorating its strong channel network emphasizing on enablement and profitability, Avaya continues to seize opportunity in the face of intensifying competition. This is even more remarkable at a time when the vendor was forced to focus inwards with NES integration."
Krishna Baidya, Industry Manager, Asia Pacific ICT Practice, Frost & Sullivan
Avaya, Contact Center, Inbound, Asia Pacific, Award
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.
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.
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.

Aya Sakata, Media Relations