Frost & Sullivan recognizes Avaya with nine awards for expertise in contact center and unified communications technologies in multiple Asia Pacific markets
Avaya, a global leader in business communications software, systems and services, today announced that it has been given nine awards in contact center and unified communications leadership by analyst firm, Frost & Sullivan across the Asia Pacific region this year. The Frost & Sullivan awards recognize vendors for their abilities in growth strategy and implementation excellence, product and technology innovation, customer value leadership and market penetration in the region.
Customers all over the world have high customer contact expectations. The BT and Avaya Autonomous Customer 2015 global report found 88 percent of customers would be more loyal to organizations that are easier to deal with, and an average of 84 percent Asia Pacific customers would buy more from organizations that make it easier to do so. With rising customer expectations, it is imperative for organizations to be equipped with applications and solutions that engage and deliver customer excellence.
Avaya has been recognized as a leader in delivering customer engagement solutions around the world with expertise in helping businesses manage and optimize growth, operational performance, and agent engagement and productivity. The awards reinforce the company’s capabilities in end-to-end customer engagement solutions, and the markets’ preference for Avaya as a vendor of choice.
Frost & Sullivan presented Avaya with six Contact Center Applications Vendor of the Year Awards across Southeast Asia and India markets. The Frost & Sullivan Contact Center Applications Vendor of The Year Award is presented to the company which demonstrates excellence in the fields of technology and revenue growth in the Contact Center Applications market. Criteria include market share and market penetration, revenue growth rates, business and growth strategy and implementation excellence, product and technology innovation, and leadership in customer value.
The full list of Frost & Sullivan Contact Center Applications Vendor of the Year Awards received by Avaya include:
2015 Southeast Asia Contact Center Applications Vendor of the Year
2015 Indonesia Contact Center Applications Vendor of the Year
2015 Philippines Contact Center Applications Vendor of the Year
2015 Malaysia Contact Center Applications Vendor of the Year
2015 Thailand Contact Center Applications Vendor of the Year
2015 India Contact Center Applications Vendor of the Year
Avaya’s strong performance was recognized by Frost & Sullivan, awarding the company with the Asia Pacific Inbound Contact Routing Systems Market Share Leadership Award. The Frost & Sullivan Award for Market Share Leadership is given to the company that has demonstrated excellence in capturing the highest market share within its industry in a specific year. The award recognizes the company’s commitment to continuously evolve and remain a leading participant in the Contact Center Applications industry by adopting technologies and trends that help businesses prosper.
In addition to the contact center awards, Avaya was also recognized for its leadership in the unified communications space. The company was awarded 2015 Unified Communications Vendor of the Year for India and Indonesia for its exemplary growth and performance throughout the year.
Frost & Sullivan Unified Communications Awards received by Avaya include:
2015 India Unified Communications Application Vendor of the Year
2015 Indonesia Unified Communications Application Vendor of the Year
“Asia Pacific customers have higher expectations of organizations in their delivery of customer service. The business potential in engaging customers today is extremely high, with an average of 84 percent willing to buy more from brands that are easier to deal with. We are very honored to be recognized with these awards across the Asia Pacific region, and are committed to enabling our customers and partners with the solutions and know-how in engaging with their stakeholders.”
MIKE ANSLEY, PRESIDENT, ASIA PACIFIC, AVAYA
“Avaya’s growth strategy in the region is rooted in its breadth and depth of contact center solution offerings, ability to deliver in local markets, enviable relationships with partners and customers alike. Focusing on delivering a holistic customer experience solution, Avaya adopted a segment specific approach with consultative mind-set that yielded well. It also held on to its domination in the Asia-Pacific Inbound Contact Routing (ICR) Systems market. Such outstanding performance reflects both its commitment in the region and great strategy execution.”
KRISHNA BAIDYA, HEAD – CUSTOMER CONTACT RESEARCH, APAC, FROST & SULLIVAN
“Avaya thrived through tough economic condition by finding new growth areas such as mid-market and video. The vendor had expansive growth from IP office solution earned by aggressively promoting the product and by expanding channel network. It had high growth from video conferencing business and won several large size refresh deals from Nortel installed base.”
SHAILENDRA SONI, INDUSTRY PRINCIPAL, ASIA PACIFIC ICT, FROST & SULLIVAN