NEWS & EVENTS
Avaya Achieves Twelfth Consecutive Year as Contact Center Market Leader in Japan
- Maintains market leadership with over 50 percent share of Contact Center seats
- Avaya Japan received the highest expected share of 53.4 percent based on the number of contact center licenses – nearly 25 points ahead of nearest competitor
According to the MIC report, the Japanese contact center market size in 2011 was 28,350 million Japanese yen, with growth predicted for 2012 as companies begin to upgrade systems deployed around 2005. In addition, the market may also be driven by measures taken by Japanese companies engaging in Business Continuity Planning (BCP) for their contact centers following the disaster that occurred on March 11, 2011.
"Japanese companies have a new perspective on enterprise communications since the disaster occurred last year. In addition to BCP planning, an increasing number of companies are adding new channels such as social media or web chat to contact centers. Avaya is leading the market to a new level of service by focusing on expanding collaboration functions for customer service."
(1) Research period covered for 2012: January 12, 2011 to April 18, 2012
(2) MIC Research Institute researches shipment in number of seats in addition to the shipment value. This is because most foreign vendors including Avaya use channel partners in Japan, making foreign vendors’ average selling price lower than Japanese vendors, which typically sell direct to end users. The figures are for estimated annual sales in calendar year 2012.
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.