Avaya announced that it has received the 2012 Asia Pacific Inbound Contact Routing Systems Vendor of the Year Award and 2012 Asia Pacific Customer Value Enhancement Award for Self Services in Contact Center from Frost & Sullivan. Avaya has received the Inbound Contact Routing Systems Vendor of the Year Award for the second time in a row.
Avaya focusing on technology innovation and customer value to provide end to end customer experience management received the Customer Value Enhancement Award for Self Services in Contact Center for evolving its self-service solutions to help organizations automate and centrally coordinate multimedia self-service and interactive voice response (IVR) applications in a context-based communication environment.
The Inbound Contact Routing Systems Vendor of the Year Award was presented to Avaya for having delivered on its strategy and vision to enable businesses to respond to customer needs across multiple channels, with the right resources and at a time of the customer’s choosing. In addition, Avaya is focused on training for channels and addressing the SMB segment as it introduced Avaya Aura Contact Center Suite (AACC-M) for mid-sized enterprises with 20 to 400 agents.
Krishna Baidya, Industry Manager, Asia Pacific ICT Practice, Frost & Sullivan said, “Leveraging its long-standing strength in the sector, a comprehensive solution portfolio and an enviable position as trusted advisor for end-to-end customer experience management, Avaya grew its revenue over 10% and captured 33.7% of the Contact Center Applications Market in Asia Pacific market share though competition has stiffened.”
