Contact Center Solutions Featured Article

Avaya Recognized by Frost & Sullivan for Leadership in Inbound Contact Routing

October 27, 2008

Avaya Inc. has announced the receipt of the Frost & Sullivan 2008 North American Market Leadership Award for Inbound Contact Routing. This award was presented to Avaya based on its dominant position in shipments, leading market share position in revenues and its proactive approach to innovation in the contact center market.

This marks the second year in a row that growth consulting company Frost & Sullivan has recognized Avaya as the leader in advanced contact routing technologies. Considering the strong growth in this sector of the market, Avaya has demonstrated the ability to dominate the market.

Inbound contact routing is considered to be a core component of contact center operations and is central to delivering intelligent communications in customer service. When inbound contacts are intelligently routed, customers are automatically and optimally served by the agent most skilled in handling his or her unique needs.

This award was based on Frost & Sullivan’s new report, which examines all aspects of inbound contact routing and market’s key vendors. The report highlights Avaya’s leading position in this sector in its shipments and revenue generation for 2006-07. Avaya maintained the top revenue generation position with 37.2 percent of the market. This figure was greater than the total of its four closest competitors.

"Avaya continues to lead the pack with reliable, proven contact center technology that is essential in driving customer satisfaction in the contact center," said Ashwin Iyer, research director for Frost & Sullivan's Contact Center practice, in a Monday statement.

"The company's strength in the contact center space and the combined breadth of its offerings give Avaya an advantage when looking to lead in new markets. The company's climbing growth rates in newer geographies shows strong execution on that potential."

Frost & Sullivan describes inbound contact routing as comprised of an intersection between three markets, consisting of Automatic Call Distributor (ACD) systems, Computer Telephone Integration (CTI) and IP Contact Centers. The firm argues that Avaya’s strong revenue from this area is powered by its strong leadership, presence and strategy in these markets. 

Iyer continued: "In the face of ever-escalating competition, including competitors from completely new corners of the technology world, Avaya has maintained its strong lead in market share in the North American inbound contact routing market, which is no small feat in the current economic environment."

Avaya’s contact center routing products include Avaya Interaction Center, Avaya Call Center and its flagship IP telephony software, Avaya Communication Manager. The company has focused in the past year on integrating new Communications-Enabled Business Processes (CEBP) within customer service capabilities to provide call centers with real-time, multi-channel communications to speed response times, reduce human delays and free workers to focus on decision-making.

"This endorsement validates our strategy for delivering innovative customer routing technologies that help customers get the most out of their IP contact centers and interaction management solutions," said Bob Lyons, vice president and general manager of Contact Center Solutions, Avaya, in the Monday statement.

"Consumers expect a high-quality experience when they call into a contact center. Our priority is ensuring companies can meet this demand, which has a direct impact on their bottom line."

Intelligent contact routing is essential in the contact center industry as efficiency and productivity are critical to the overall performance of the contact center itself. Without the proper tools and applications in place to drive such practices, the center will be creating more waste than the benefit it provides.

Avaya has a proven track record in the contact center industry and this latest recognition is another highlight to a strong presence in the market. The company continues to dominate not because of awards and recognitions, but because its solutions deliver the promised benefits to make the contact center effective in producing results.

Susan J. Campbell is a contributing editor for ContactCenterSolutions and has also written for To read more of Susan's articles, please visit her columnist page.

Edited by Stefania Viscusi