Avaya Customer Engagement Leadership Recognized with Multiple APAC Contact Center Awards from Frost & Sullivan

17 Oct 2014
  • Avaya receives seven separate contact center awards in 2014 across APAC and ASEAN countries
  • Recognized as Vendor of the Year for contact center applications in five markets
  • Pan-APAC market share leadership awards for inbound and self-service systems

Singapore - Avaya, a global provider of business communications and collaboration systems and services, today announced that the company has been honored by analyst firm Frost & Sullivan with seven separate contact center leadership awards in Asia Pacific in 2014. The award was given at a presentation banquet hosted in Singapore on October 16th.

Avaya has long been recognized as a leader in delivering best-in-breed contact center solutions to companies of all sizes around the globe. With a significantly increased focus from companies across APAC on delivering an end-to-end customer experience, and on enhancing levels of engagement with their most important stakeholders, having the right solutions in place to deliver consistent customer service excellence across any channel at any time has never been greater. Fully 97% of business leaders across APAC identified Customer Experience Management (CEM) as important to their business prospects this year, according to a recent Avaya survey conducted across the region. And 79% of those companies which posted significant revenue increases have a CEM program in place.

The full list of 2014 Contact Center Awards Avaya has received from Frost & Sullivan includes:
2014 Asia Pacific Market Share Leadership Award for Inbound Contact Routing Systems
2014 Asia Pacific Market Share Leadership Award for Self-Service Systems.
The Frost & Sullivan Award for Market Share Leadership is given to the company that has demonstrated excellence in capturing the highest market share within its industry in a specific year. The award recognizes the company’s commitment to continuously evolve and remain a leading participant in the Contact Center Applications industry by adopting technologies and trends that help businesses prosper.

2014 ASEAN Contact Center Applications Vendor of the Year
2014 Malaysia Contact Center Applications Vendor of the Year
2014 Philippines Contact Center Applications Vendor of the Year
2014 Singapore Contact Center Applications Vendor of the Year
2014 Thailand Contact Center Applications Vendor of the Year
The Frost & Sullivan Contact Center Applications Vendor of The Year Award is presented to the company which demonstrates excellence in the fields of technology and revenue growth in the Contact Center Applications market. Criteria include market share and market penetration, revenue growth rates, business and growth strategy and implementation excellence, product and technology innovation, and leadership in customer value

”Being recognized with these awards across so many of our key markets in APAC is an honor. But it also reflects Avaya’s unwavering focus on helping companies engage more effectively with their customers, to deliver exceptional, memorable and reliable service that puts the customer at the center of every interaction. 87% of consumers in APAC would rather spend their money with companies that are easy to do business with and two-thirds are demanding that companies deliver personalised service. We are delighted to be working with so many organisations across the region to help them achieve greater business success.”
Mike Muller, Asia Pacific President, Avaya

“Aligning well with market trends, Avaya continues to add complimentary products to its core contact center offering and successfully built a portfolio of technology that helps organizations to improve the customer journey and customer experience, increase customer engagement and retention, and improve employee and agent engagement. Leveraging its extensive customer reach, local market understanding and delivery capability, Avaya has secured leadership position in all 6 ASEAN markets. Its over 23% annual revenue growth sets the pace for the overall market and its over 44% market share, even when the competition has stiffened, affirms its stronghold in Asia Pacific.”
Krishna Baidya, ICT Research Manager, Frost & Sullivan Asia Pacific

Avaya, contact center, customer engagement, customer service, customer experience, market leadership

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/apac.

Matthew Wray

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