Avaya, a global provider of business communications and collaboration systems and services, has earned Frost & Sullivan 2012 EMEA Inbound Contact Centre Routing Systems Market Share Leadership Award. The award is presented to the company that has demonstrated excellence in capturing the highest market share in this industry.
The accolade honors breadth of Avaya's product portfolio, which complements and integrates with its ICR systems. To make this even more noteworthy this is the second consecutive year in which Avaya has commanded a share worth over one-third of the total market.
Frost & Sullivan, the growth partnership company, found that the Avaya’s ability to deliver a complete contact center solution to its customers makes it a solid choice and helps the company retain and grow its customer base despite competitive threats from hosted service providers and consistent pressure from the economy, which has impacted contact center spending.
"Avaya has delivered on the product roadmap proposed at the time of the acquisition of Nortel. For example, the Avaya Aura Contact Center, announced in July of 2010, turned out to be one of the most successful product introductions in the company's history. In retrospect, 2011 was a pivotal year in the delivery of the majority of the road map, with releases in all key product areas in the contact center, including its core ICR system,” said Suvradeep Bhattacharjee, senior industry analyst, customer contact, Frost & Sullivan, in a statement.
Bhattacharjee said that Avaya strengthened its portfolio with the addition of Avaya Aura Contact Center Suite for Mid-sized Enterprise (AACC-M). This offering targets contact centers in the 20-400 agent range, and is bundled with advancing levels of applications, making it an attractive and simplified offer for mid-market customers.
“Customers responded with a strong adoption rate through partners in EMEA. Frost & Sullivan believes this type of contact center solution will have a positive impact, going forward," Bhattacharjee added.