NEWS & EVENTS
Avaya Receives Thailand Contact Center Applications Vendor of the Year Award from Frost & Sullivan
• New mid-market contact center solutions with advanced applications helped Avaya strengthen its Customer Experience Management portfolio
• Avaya’s Inbound Contact Routing solutions are fully aligned with customer’s preference for multichannel communications - including video and social media platforms
Bangkok – Monday 2 June, 2014 - Avaya, a global provider of enterprise communications systems, software and services today announced it has been awarded the 2014 Thailand Contact Center Applications Vendor of the Year Award by Frost & Sullivan. The Frost & Sullivan awards are 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 competitors in the region.
According to Frost & Sullivan research statistics, Avaya grew its share of the Thailand contact center application market overall from 25.9% in 2012 to 34% in 2013 – a 31% year on year increase. The biggest percentage change came in the outbound systems market where Avaya leapfrogged several competitors to claim a 65.8% market share. Avaya also maintained strong leadership in its core Automatic Call Distribution (ACD) business with 29.4% market share.
The 2013 Avaya Asia Pacific Customer Experience Index* highlighted the impact of customer service in relation to brand loyalty, with 83 percent of respondents indicating they would avoid buying from a company and actively advise friends and family to do the same if they experienced bad customer service. In addition, the Index also indicated that 75 percent of respondents preferred customer service support to be delivered across multiple channels. Avaya was recognized for its leadership in contact center solution across Asia Pacific and for providing customers seamless and an improved support experience across multiple technology platforms. The 2014 awards built on the recognition received by Avaya in previous years, further cementing the brand’s positioning as one of the stalwarts in the industry with a strong track record in research and innovation.
Recent awards for Avaya from Frost & Sullivan include the 2013 Southeast Asia Contact Center Applications Vendor of the Year Award, the 2013 Asia Pacific Market Share Leadership Award in the Inbound Contact Routing Systems Market and 2013 Market Share Leadership Award in the Self-Service Applications Market.
”Customer experience is a central driver of our business. As people adopt new ways of interacting and collaborating through the use of social channels and mobile platforms, the way they choose to do business is fast evolving. In order to be well positioned to meet these emerging needs, we looked for a partner we were sure could provide proven and innovative technology solutions, now and in the future.
Implementation of Avaya’s contact centre system has enabled us to develop a more robust customer contact management strategy and provide our customers with a more personalized experience. Their architecture has demonstrated itself to be both stable and flexible, laying the foundation for future enhancements to meet our customers’ evolving needs.”
ALBERT JOHN DI MAURO, HEAD CUSTOMER CONTACT CENTRE & RE-ENGINEERING
THANACHART BANK PUBLIC COMPANY LIMITED, THAILAND.
“Avaya is focused on delivering highly effective solutions that translate into business outcomes quickly for its customers. While Avaya’s reliable and proven contact centre platform helps customers to effectively deliver and optimise customer experiences, its strong partnership approach, in-depth knowledge and understanding of the market and strong execution capability set it apart from its competitors in the Thai contact center applications market.”
“Avaya won many notable customers across key business verticals, and successfully strengthened its relationship with existing customers during the evaluation period. Such success with customers reinforces the company’s ability to execute and bolsters its strong reputation in the Thai market.”
KRISHNA BAIDYA, RESEARCH MANAGER, ICT PRACTICE
FROST & SULLIVAN ASIA PACIFIC
“Companies in Thailand are getting more sophisticated in the Customer Experience Management solutions they want to offer. Solutions that include multi-channel contact capabilities, including video and social media, as well as the emergence of more outbound capabilities that deliver personalised service, are starting to gain traction. In a recent global Avaya survey [HYPERLINK] we found an increasingly string link between a company’s ability to deliver on these expectations and the spending, retention and satisfaction levels of customers.”
BUNDHIT VONGBONTOON, COUNTRY MANAGER
Avaya, Contact Center Index, Survey, Customer Service, Frost & Sullivan, Asia Pacific, Award
Avaya is a global provider of business collaboration and communications solutions, providing unified communications, contact centers, data solutions and related services to companies of all sizes around the world. 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.