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September 14, 2012
AVAYA News - Avaya on Top with Market Share Leadership Award from Frost & Sullivan
By Mini Swamy, TMCnet Contributor
Avaya (News - Alert), a global provider of unified communications, has demonstrated excellence in capturing the highest market share within the industry and leads with more than one third of the total market share for inbound contact center systems. It also acquired a broad portfolio, retained its brand name and expanded across the globe, reasons enough to justify the award from Frost & Sullivan (News - Alert).
The Frost & Sullivan 2012 North American Market Share Leadership Award in inbound contact center routing systems was conferred on Avaya for the second consecutive year.
Citing Avaya's leadership position for the past two years, the Frost & Sullivan report also adds that
Avaya accounts for more than all the shares of its three largest competitors combined, a fact that the company can be justifiably proud of.
Avaya's leadership position is attributed to many factors. Most importantly, Avaya delivered on its roadmap strategy and on its vision on multiple fronts. Its strategic initiatives to ensure integration between disparate ICR and other associated application platforms have been lauded.
Special mention is made on how Avaya enhanced systems that allowed its legacy and newer inbound contact center routing platforms to co-exist. The company's unified desktop that allowed agents to use a single interface to manage multichannel contacts, ability to deliver a comprehensive reporting and analytical platform that spanned Avaya's contact center suite, also received accolades.
Further, Avaya's ability to successfully expand into the smaller and larger contact center offers and the growing adoption of the Avaya Aura contact center suite for mid-sized enterprises were cited as examples of how the company was able to successfully adapt to the needs of the customer.
Avaya’s large and loyal installed base with many customers in the 250+ agent range also worked in its favor. According to the report, it also increased the number of authorized partners globally.
Last but not least, the provider of unified communications has constantly endeavored to elevate the skill level of partners and direct sales force with its focused approach to training, certification and skill development.
Christine Viera, vice president, product management, contact center solutions at Avaya summed up the essence and spirit of Avaya and noted that its solutions had helped enterprises redefine their customer experience, offer diverse avenues, while simplifying roles for the agent and customer to achieve fast, first-call resolution in a cost-effective way.
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Edited by Brooke Neuman
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