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Avaya Garners Two Frost & Sullivan Awards for Customer Engagement Technologies in North America
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0 KommentareSANTA CLARA, CA--(Marketwired - Oct 21, 2014) -
- Awards include the 2014 Market Share Leadership for Interactive Voice Response and the 2014 Market Share Leadership in Inbound Contact Center Routing
Avaya today announced that it has received two market leadership awards from industry analyst firm Frost & Sullivan. The awards cover key technologies for facilitating customer engagement between businesses and organizations and the customers that they serve.
The 2014 Frost & Sullivan North America Market Leadership Awards for Inbound Contact Center Routing and for Interactive Voice Response were given to Avaya based on evaluations across a number of criteria, such as product quality and differentiation, implementation excellence, price/performance value, brand strength and continuous innovation.
Frost & Sullivan noted that for the fourth year, Avaya has achieved greater than 30 percent share in the Inbound Contact Center market. In 2013, Avaya's share in the Interactive Voice Response market grew to nearly 19 percent from 12.3 percent the year prior, fueled by a boost in sales of close to 80 percent.
Avaya has more than a quarter century of expertise in the development and implementation of customer engagement technologies and is well positioned to capitalize on changing trends in the market, including the move to omni-channel customer engagement and cloud-based Contact Center services, or CCaaS. Today, Avaya offers the only true technology platform for omni-channel customer engagement with Avaya Aura® Experience Portal, which provides a single software platform from which to bring every aspect of the customer experience into a seamless, dynamic stream with greater, real-time visibility into interactions and contextual information.
Demand from Cloud Service Providers and customers for customer engagement technologies powered by Avaya and Avaya Private Cloud Services has been increasing rapidly. In the past half year, BT Wholesale, Teletech and HP are just a few of those who have announced plans to extend Avaya customer engagement technologies as a service to their customers or partners.
QUOTES
"Avaya has achieved a leadership position in the contact center market by continuing its history of innovation, understanding market trends and customer needs, and
providing superior support to customers and partners. We are very pleased to recognize Avaya with the 2014 Market Leadership awards for Interactive Voice Response and for Inbound Contact Center
Routing."
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