Avaya named as a leader in Contact Center Applications

Avaya has announced that it has been accorded three Contact Center awards by Frost & Sullivan in Asia-Pacific in 2013. Avaya was awarded the 2013 Asia-Pacific market share leadership award in Inbound Contact Routing Systems, Asia-Pacific market share leadership award in Self-service Applications Market and was also named the Southeast Asia Contact Center Applications Vendor of the Year.

The 2013 Avaya Asia-Pacific Customer Experience Index highlighted the impact of customer service in relation to brand loyalty, with 83 per cent of respondents indicating they would avoid buying from a company and actively advise friends and family to do the same if they experienced bad customer service.
 
Frost & Sullivan acknowledged Avaya for its holistic approach towards contact center solutions in effectively optimizing the customer experience.
 
“Avaya continues to dominate in the contact center space across the Asia-Pacific market, with a reliable and comprehensive set of solutions that helps its clients set the standards in customer’s satisfaction. Building on its strong brand heritage in research and innovation within the contact center solutions segment, Avaya has extended its offerings to the mid-market customers and strengthened its solutions suite to deliver multichannel communications support in line with customer’s preferences. Avaya’s market leadership can also be attributed to the quality of support given to its channel partners,” stated Krishna Baidya, Research Manager, ICT Practice, Frost & Sullivan APAC.
 
In particular, Avaya further strengthened its portfolio with the addition of the Avaya Aura Contact Center Suite for Mid-sized Enterprise (AACC-M), bundling advanced levels of applications, making it an attractive and simplified offering for its mid-market customers.