For Immediate Release: 09-Nov-2006
Media Relations:
Linda Motherwell
Avaya
+61 2 9352 9107
motherwell@avaya.com
AUSTRALIA – Avaya Inc. (NYSE:AV), a
leading global provider of business communications applications,
systems and services today confirmed its leadership
in the contact centre market both in Asia Pacific and
globally with the latest findings of a Gartner worldwide
market share report for contact centres1. This is the
first global report on Contact Centres which Gartner
has issued.
Avaya led the Asia Pacific market in terms of total
contact centre agent seats in 2005 with 54 percent market
share of the 190,000 sold, ahead of the next closest
competitor by 44.4 points.
Within this space, the IP contact centre segment continued
to grow strongly, representing 26 percent. Avaya led
the pack in Asia Pacific with 39.2 percent market share
of the IP contact centre agents shipped, 18.8 points
ahead of their nearest challenger. The company was further
named the worldwide leader in total agent shipments
with a 39.1 percent share – beating the nearest competitor
by 27.8 points.
“Avaya has reaffirmed its leadership position in the
contact centre market in Asia Pacific and globally,”
said Mark Leigh, President, Avaya Asia Pacific. “Our
focus on developing intelligent communications applications
for the contact centre market and ability to deliver
solutions that drive business value have been key in
our success in this market. We will continue to invest
in creating innovative business communications applications
necessary to ensure business agility and competitive
success for all our customers across the region.”
Contact centres today are becoming strategic assets
that enable enterprises to deliver better customer service
more profitably, and intelligent communications applications
are playing a vital role in transforming them from cost
centres to profit centres today. Leading organisations
around Asia Pacific are building a new breed of contact
centres that are tightly aligned with business requirements
and able to match every customer with the right solution
every time.
In the 2006 Gartner Magic Quadrant report on contact
centre infrastructure2, the analyst group stated,
“Avaya's strengths lie in its significant market share,
particularly in large and complex installations, its
strong portfolio, and its experience in the contact
centre market. Avaya has products for smaller centres
(Call Centre Express) and for multi tenant hosted environments.
Avaya has expanded its self-service, routing, outbound
dialing and analytics offerings. And Avaya solutions
should be considered by companies looking for a broad
portfolio of mature products to give them a clear migration
path from time division multiplexing to IPT. Avaya's
support is consistent across the 12 leading economies
in Asia/Pacific.”
1“Gartner Market Share, Contact Centres, Worldwide, 2005” Terry Wright and Drew Kraus Gartner Inc (18 September 2006)
2“Magic Quadrant for Contact Centre Infrastructure, Asia/Pacific, 2006” Gartner, Inc. ID Number: G00136976 (January 2006)
About Avaya
Avaya Inc. designs, builds and manages communications
networks for more than 1 million businesses worldwide,
including over 90 percent of the FORTUNE 500®. Focused
on businesses large to small, Avaya is a world leader
in secure and reliable Internet Protocol (IP) Telephony
systems and communications software applications and
services.
Driving the convergence of voice and data communications
with business applications - and distinguished by comprehensive
worldwide services - Avaya helps customers leverage
existing and new networks to achieve superior business
results. For more information visit the Avaya website:
www.avaya.com.au
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