Avaya awarded 2015 Frost & Sullivan Contact Center Applications Vendor of the Year in Three South East Asian Markets
23 Jul 2015
Avaya again sweeps the prestigious industry awards in the Philippines, Thailand and Malaysia
Awards reflect continued focus and innovation in delivering powerful customer engagement solutions to organizations of all sizes
Singapore – Avaya, a leading global provider of solutions that enable customer and team engagement, today announced that it has been awarded three industry awards in South East Asia which reflect its continued strength and innovation in the contact center applications business.
At recent award ceremonies in Manila, Bangkok and Kuala Lumpur hosted by leading industry analyst firm Frost & Sullivan, Avaya collected the award for 2015 Contact Center Vendor of the Year in Malaysia, Thailand and most recently in the Philippines. In all three cases, Avaya maintained its market share leadership for contact center applications, according to Frost & Sullivan, and in the case of the Philippines captured over 40% of the market. More importantly, the awards recognize how Avaya’s customers are achieving more effective levels of engagement with their own customers, thanks to the targeted and well-managed introduction of the latest technology solutions.
In delivering the awards, Frost & Sullivan focused on how Avaya successfully combined best-in-class innovative technology initiatives and effective execution of business strategies. This has helped Avaya deliver an holistic customer experience solution, leveraging its well-established and capable partner network to win major deals across key verticals.
In Thailand, Avaya sustained its leadership with a vertical and segment specific approach. Frost & Sullivan cited Avaya’s combination of customizable, industry-specific contact center suites for larger customers. Combined with the recruitment and enablement of new mid-market partners, this two-pronged strategy helped the company win multiple replacement and expansion projects across banking, BPO, retail and other verticals. A customer-centric approach continues to be the key to Avaya's success.
Meanwhile in Malaysia, Frost & Sullivan pointed to the example of the fastest growing BPO in the country to demonstrate how Avaya is adding advanced solutions such as social media management, analytics and workforce management to help customers make more of their customer engagement solutions. Avaya won infrastructure refresh and multi-channel integration projects in telecom and government entities. Avaya was also recognized for the completeness of its offer, being ‘a single solution provider for contact center, collaboration and networking requirements’.
“Avaya’s segment specific approach with a consultative mind-set works well with its customer base. This approach has helped Avaya expand its customer base as well as drive the adoption of advanced applications among existing customers. An unprecedented market share of 40.4% in the Philippines in an increasingly competitive market is testimony of Avaya’s market focus, understanding of customer needs, and its solution and delivery capability.”
Krishna Baidya, Head – Customer Contact Research, Asia Pacific ICT Practice
Frost & Sullivan
“Delivering first-class customer engagement for organizations across APAC is one of the key building blocks of our strategy in the region. We work with our customers to ensure they can benefit fully from their investments, understand more explicitly what their customers need and how they want to interact, and then deliver a seamless, omni-channel experience that drives loyalty and supports revenue growth. Thank you again to Frost & Sullivan for recognizing the success of this approach with these three South East Asia awards.”
Richard Spence, Managing Director, ASEAN,Avaya
Avaya, Customer Engagement, Customer Experience, Contact Center, Workforce Optimization, Big Data, Analytics, CEM
Avaya is a leading provider of solutions that enable customer and team engagement across multiple channels and devices for better customer experience, increased productivity and enhanced financial performance. Its world-class contact center and unified communications technologies and services are available in a wide variety of flexible on-premises and cloud deployment options that seamlessly integrate with non-Avaya applications. The Avaya Engagement Development Platform enables third parties to create and customize business applications for competitive advantage. Avaya’s fabric-based networking solutions help simplify and accelerate the deployment of business critical applications and services. For more information, please visit www.avaya.com/apac/.
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