The Frost & Sullivan Award for Inbound Contact Centre Routing Systems Market Share Leadership is presented to the company that has demonstrated excellence in capturing the highest market share in this industry. The accolade honours the breadth of Avaya’s product portfolio, which complements and integrates with its ICR systems.
Frost & Sullivan’s EMEA market analysis found that the company’s ability to deliver a complete contact centre solution to its customers makes Avaya 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 centre spending.
According to Frost & Sullivan, vendors like Avaya are benefiting from organisations’ interest in driving increased customer satisfaction by providing multiple customer contact channels (beyond voice). With companies growing more accustomed to leveraging the web to research and acquire goods and services; social media to talk about companies and products; mobile devices to access the web and social networking sites; and text, chat, or email to contact a company, pressures are increasing to provide new avenues of contact through ICR systems.
Suvradeep Bhattacharjee, senior industry analyst, Frost and Sullivan commented “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 roadmap, with releases in all key product areas in the contact center, including its core ICR system.
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.”