For Immediate Release: 30-Oct-2001
Waterloo, BelgiumAvaya (NYSE:AV), a global leader in corporate networking
solutions and services, today announced that it has been identified
by the analyst firm, Gartner Dataquest, as the leading provider of
enterprise call centre solutions in Western Europe in 2000,
measured in terms of new and replacement agent seat shipments.
Avaya also holds the number one position in five European
countries: Belgium, Germany — marking the second consecutive year
that Avaya leads in those markets — and this year, Avaya became
market leader in Italy, the Netherlands and the United Kingdom.
This is in addition to Avaya's call centre market leadership in the
United States and Canada, as also identified by Gartner
Dataquest. According to the Gartner Dataquest report entitled, 'Call
Centers: Western Europe, 2000 Actuals', Avaya captured 28.9
percent of the overall Western European enterprise call centre
market with more than 115,563 total agent seat shipments.
These figures represent an increase of 27 percent over
Avaya's 1999 shipments. Broken out by country, Avaya continued to
lead the enterprise call centre sector in Belgium with a 48
percent market share, in Germany with 24 percent and in
the Netherlands with 31 percent. In the United Kingdom and
Italy, Avaya overtook competitors to steal the number one spot with
31 percent and 43 percent respectively. "The Gartner Dataquest results bear out the fruits of Avaya's
strategy in Western Europe," said Kevin Brady, Avaya's Chief
Operating Officer for its Europe, Middle East and Africa region.
"It is heartening to see that Avaya's products and services have
continued to provide value to businesses — large and small — thus
enabling them to trust us with the expansion of their customer
service infrastructures. The continued growth patterns reaffirm the
value of Customer Relationship Management (CRM) solutions in
meeting the challenges of conducting business in Europe today where
companies strive towards increased customer satisfaction, improved
service levels and increased revenue streams." The Avaya customer relationship management portfolio offers
solutions in three categories of expertise: The Avaya(TM) Interaction
Management Solutions suite offers integrated communications and
knowledge bases for self-service, inbound and outbound customer
interactions, with support for multi-channel communications, such
as Web chat, e-mail, voice, fax and browser-based collaboration;
the Avaya(TM) Commitment Management Solutions portfolio helps
companies meet customer commitments by distributing, tracking and
measuring work within and beyond the enterprise; and the Avaya(TM)
Business Intelligence Solutions suite captures and presents data
from customer interactions and enterprise systems, helping
companies to better know customers and optimise resources. About Avaya
Avaya, headquartered in Basking Ridge, N.J., USA, is a leading
global provider of communications solutions and services that help
businesses, government agencies and other institutions excel in the
customer economy. Avaya offers Communications Solutions, Hosted
Solutions, MultiService Network Infrastructure and Converged Voice
and Data Networks — including the company's no-compromise
Enterprise-Class IP Solutions (ECLIPS) — all supported by Avaya
Services and Avaya Labs. Avaya is the world leader in unified
messaging, messaging systems, call centers and structured cabling
systems. It is the U.S. leader in voice communications systems and
services. Avaya is an official partner for the 2002 World Cup(TM), the
2003 Women's World Cup and the 2006 FIFA World Cup(TM) championships.
For more information about Avaya, visit it at http://www.avaya.com. | 
