Based on its recent analysis of the outbound dialing market, Frost & Sullivan recognizes Avaya with the 2008 North American Frost & Sullivan Award for Market Leadership in premise-based systems for its move to the market share leadership position, robust product mix, and stellar customer focus.
“In North America, Avaya’s outbound dialing revenue grew 67 percent year-over-year, when the market itself grew by 11 percent, catapulting the company to a market leadership position with 28 percent market share,” says Frost & Sullivan Strategic Analyst Michael DeSalles. “Avaya’s move to the market leadership position is particularly commendable for overtaking the previous long-standing market leader.”
Avaya Proactive Contact 4.0 provides a suite of intelligent outbound communications solutions that enable proactive management of customer relationships within the contact center. Avaya has demonstrated its ability to offer flexible, lower cost outbound communications to its clients through various measures. Firstly, installation is rapid with an easier user interface since key features are pre-installed, and user-friendly wizards and GUI are deployed to simplify supervisor activity. Next, cost savings are made possible through open source and co-resident applications. Proactive Contact is now on RedHat Enterprise Linux, allowing off-the-shelf hardware and access to a wider pool of experts. Avaya’s enterprise-wide licensing improves flexibility and cost effectiveness since any/all licenses are automatically available to any site.
Avaya has done an excellent job in extending outbound solutions into the small and mid-market segment. Customers in this niche segment seek out ‘all-in-one’ solutions that are fully featured, offer formalized contact center capability and yet are cost effective. Sales of Avaya’s Customer Interaction Express and Contact Center Express have clearly tapped into market demand and have helped fuel the company’s very impressive growth. The solutions provide preview dialing capabilities in conjunction with multimedia (voice, SMS, email and web) channel features. These offerings, in addition to the CTI or software-based implementation option, place Avaya in an extremely strong position to meet the future needs of expanding businesses.
“The company has shown a strong product portfolio, ability to grow in a saturated and mature market, and outstanding revenue growth percentage year-over-year,” notes DeSalles. “Given current economic conditions in North America, especially in the collections sector where Avaya has a substantial client base, Frost and Sullivan believes that Avaya has positioned itself for enhanced end-user value, continued leadership, and growth.”
In recognition of the ability to retain a loyal customer installed base and its skill in leveraging its core strengths to solidify its leadership position in the outbound dialing marketplace, Avaya is the worthy recipient of the 2008 Frost & Sullivan Award for Market Leadership in North America.
Each year, Frost & Sullivan presents this Award to the company that has demonstrated market share leadership through the implementation of outstanding market strategies. Furthermore, the Award recipient has continually demonstrated solutions for monitoring market changes and for implementing superior market strategies. By utilizing these strategies for success, the company has established itself as the market share leader in its respective industry.
Frost & Sullivan Best Practices Awards recognize companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service, and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis, and extensive secondary research in order to identify best practices in the industry.
Avaya (avaya.com) delivers Intelligent Communications solutions that help companies transform their businesses to achieve marketplace advantage. More than 1 million businesses worldwide, including more than 90 percent of the FORTUNE 500®, use Avaya solutions for IP Telephony, Unified Communications, Contact Centers and Communications-Enabled Business Processes. Avaya Global Services provides comprehensive service and support for companies, small to large.
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