Avaya Australia Wins First Ever Frost & Sullivan Contact Centre Infrastructure Vendor of the Year Award

07 Dec 2015
  • Leading analyst recognises Avaya for leadership, innovation, customer services and strategic product development
Sydney, Australia, 2015 – Avaya, a global leader in business communications software, systems and services, today announced it has been named the inaugural  Frost & Sullivan’s 2015 Australian Contact Centre Infrastructure Vendor of the Year.
 
The Frost & Sullivan award recognises organisations for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer services and strategic product development.
 
With consumer expectations rising, it is critical for companies to be equipped with applications and solutions that effectively engage and deliver customer excellence across a variety of platforms. The BT and Avaya Autonomous Customer 2015 global report found 88 per cent of customers would be more loyal to organisations that are easier to deal with. In Asia-Pacific, 84 per cent of customers would buy more from organisations that make it easier to do so.
 
Westpac Bank, Chi-X and City Beach are among the Australian organisations that have transformed their contact centres with Avaya’s end-to-end approach to customer engagement. In each instance, Avaya evaluated the business pain points to implement technology that would complement and drive existing strategies in order to maximise customer satisfaction.
 
This latest accolade follows Avaya’s success in winning nine Frost & Sullivan awards for its leadership in contact centre and unified communications in the Asia-Pacific region.
 
Quotes:
“Local organisations are under immense pressure to deliver multi-channel customer service experiences that meet the various needs of Australians, whether they’re making contact via phone, social media, smartphone or web. The fact is consumers want to buy from brands that are easy to deal with, so every transaction should be a smooth experience right from the first point of contact.  Avaya provides a holistic, multi-channel contact centre to ensure organisations can deliver an omni-channel experience to maximise consumer loyalty.”
Jeff Sheard, Managing Director Australia and New Zealand, Avaya
 
“Avaya, an established vendor in the contact centre market, has aligned itself with changing customer needs to offer a holistic customer engagement solution. Through a legacy of strong support for customers and ecosystem partners, Avaya has maintained its leadership position in the Australian contact centre infrastructure market. The vendor’s segment-specific approach with a consultative mind-set that focuses on business outcomes is generating success across industries. The vendor registered 6.5 per cent YoY growth in Australia, and increased market share despite being the largest vendor in a market where competitors struggled. This performance vindicates Avaya’s current focus and execution capability.”
Krishna Baidya, Head – Customer Contact Research, APAC ICT Practice, Frost & Sullivan
 
Tags:
Avaya, contact centre, customer engagement
 
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 www.avaya.com/apac/.
 
 
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.
 

Michael Miao

Avaya

+86 10 8516 5519

miao@avaya.com

Nermin Bajric

Watterson

+61 2 9929 7533

nermin.bajric@watterson.com.au