Contact Center Solutions Featured Article

July 15, 2008

Avaya Top Contact Center Communications Solutions Supplier: Gartner

By Brendan B. Read

Senior Contributing Editor

A recent Gartner report, “Market Share: Contact Centers, Worldwide 2007” revealed that Avaya (News - Alert) has maintained its top rank as the leading contact center communications solutions supplier. The firm has 40 percent of the global market in shipments and 38 percent in revenues, both 25 percent ahead of its nearest competitor.

Avaya leads its competition across all categories and regions. It has 43 percent of the North American market for contact center revenue, while it has 35 percent of the Asia Pacific and 32 percent in the EMEA (Europe, Middle East, Africa) markets. In Latin America, Avaya grew more than 100 percent, and represents half of the region’s share for revenue – about three times its next competitor.

Avaya is also showing double-digit growth in IP telephony-based equipment. Avaya led the IP contact center category with 36 percent, 16 points ahead of its nearest competitor.

The IP market is key to Avaya’s future as the report also showed that for the first time in 2007, IP systems outshipped traditional time-division multiplex units for contact centers. Gartner (News - Alert) says contact centers are switching over to IP for its more functional multi-site and virtual customer service capabilities.

Avaya ascribes its leading share to active consultation with customers and partners and to taking in and following up on their advice, both positive and critical.

“In order to be and stay the leader, it is imperative to meet the needs of our existing and future customers,” says Laura Di Sciullo, vice president, global product management.

Brendan B (News - Alert). Read is a Senior Contributing Editor Customer Interaction Solutions

Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users. Today’s featured white paper is ApplianX IP Gateway as a VoIP-Enabled Programmable Switch, brought to you by Aculab (News - Alert).

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