NEWS & EVENTS
Avaya Garners Two Frost & Sullivan Awards for Customer Engagement Technologies in North America
- Awards include the 2014 Market Share Leadership for Interactive Voice Response and the 2014 Market Share Leadership in Inbound Contact Center Routing
The 2014 Frost & Sullivan North America Market Leadership Awards for Inbound Contact Center Routing and for Interactive Voice Response were given to Avaya based on evaluations across a number of criteria, such as product quality and differentiation, implementation excellence, price/performance value, brand strength and continuous innovation.
Frost & Sullivan noted that for the fourth year, Avaya has achieved greater than 30 percent share in the Inbound Contact Center market. In 2013, Avaya's share in the Interactive Voice Response market grew to nearly 19 percent from 12.3 percent the year prior, fueled by a boost in sales of close to 80 percent.
Avaya has more than a quarter century of expertise in the development and implementation of customer engagement technologies and is well positioned to capitalize on changing trends in the market, including the move to omni-channel customer engagement and cloud-based Contact Center services, or CCaaS. Today, Avaya offers the only true technology platform for omni-channel customer engagement with Avaya Aura® Experience Portal, which provides a single software platform from which to bring every aspect of the customer experience into a seamless, dynamic stream with greater, real-time visibility into interactions and contextual information.
Demand from Cloud Service Providers and customers for customer engagement technologies powered by Avaya and Avaya Private Cloud Services has been increasing rapidly. In the past half year, BT Wholesale, Teletech and HP are just a few of those who have announced plans to extend Avaya customer engagement technologies as a service to their customers or partners.
"Avaya has achieved a leadership position in the contact center market by continuing its history of innovation, understanding market trends and customer needs, and providing superior support to customers and partners. We are very pleased to recognize Avaya with the 2014 Market Leadership awards for Interactive Voice Response and for Inbound Contact Center Routing."
Nancy Jamison, Principal Analyst Customer Contact, Frost & Sullivan
"The only consistent, assured means of sustainable brand growth is by having customers that truly engaged with a company. This means that the technology they use needs to provide the experience that supports engagement – simple, efficient yet comprehensive and reflective of the community the brand represents. Avaya Customer Engagement technologies provide the omni-channel experience for both customers and, just as importantly, the companies that serve them, delivered in the deployment model that best suits the company's objectives."
Tom Schollmeyer, vice president, Contact Center and Cloud Solutions, Avaya
Tags: Avaya, customer experience, engagement, contact center, cloud, CCaaS
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.
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