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Gartner: Avaya Leading Contact Center Market

July 15, 2008

An IT research firm announced today that a Basking Ridge, New Jersey-based company is leading the worldwide contact center market.
 
Officials at Gartner say that Avaya ranked first in 2007 in contact center revenue, at 38 percent, and shipments, at 40 percent, including the market for IP-based centers. The figures mark a 25 percent lead ahead of the company’s nearest competitor, according to Gartner.

 
“In the North American contact center market, including the United States and Canada, Avaya leads with 43 percent of the total market for contact center revenue,” officials at the company say, citing data from Gartner’s report. “In other regions, Avaya delivers similar strength in contact center revenue, leading the EMEA (Europe, Middle East, and Africa) region with 32 percent and Asia Pacific with 35 percent. In the Latin America region, Avaya grew more than 100 percent, representing half of the region’s share for contact center revenue – about three times its next competitor.”
 
Officials from Stamford, Connecticut-based Gartner say the market for contact center revenue is nearly $2.4 billion. Gartner says it defines contact centers as computer-based systems that provide call and contact routing and prioritization for high-volume telephony and multimedia transactions. The systems support customer service functions around the world through specialist answering agents and use real-time contact management and reporting systems, officials say.
 
The company’s products are a result of its growth from a business unit of Lucent Technologies in 2,000.
 
Since the spin-off, Avaya – a privately held telecom company that specializes in enterprise telephony and call center technology – has sold its manufacturing and connectivity businesses and acquired several companies to support its current product set.
 
Avaya also appears to be shipping more and more IP-based contact centers, Gartner’s research shows.
 
In 2007, the company’s shipments grew 37 percent year-over-year, bringing its worldwide market share to nearly 50 percent, according to Gartner.
 
“Next year, Gartner expects the migration to IP contact centers to accelerate, as more businesses turn to IP for its more functional multi-site and virtual customer service capabilities,” Avaya officials say, citing Gartner’s analysis. “According to Gartner’s report, Avaya led the IP contact center category with 36 percent, 16 points ahead of its nearest competitor.”
 
Michael Dinan is a TMCNet Editor. To read more of his articles, please visit his columnist page.
 
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