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Singapore, March 22, 2021 -- Based on its recent analysis of the contact center market, Frost & Sullivan recognizes Avaya, Inc. as the Inbound Contact Routing Systems Market Leader in Asia-Pacific, the Contact Center Applications Market Leader in Southeast Asia and Malaysia Company of the Year. Avaya has one of the highest shares in the market and continues to lead in the development of contact routing solutions. It has expanded its portfolio of predominantly on-premise voice- and hardware-based solutions to include automated, live agent, omnichannel cloud solutions.

"Avaya has been an undisputed market leader in contact routing solutions in Asia-Pacific. It has enhanced its inbound solutions' capability through substantial investments in AI," said Krishna Baidya, Head of Customer Contact Research, Digital Transformation. "Its reliable, scalable, and intelligent contact center solutions have enabled organizations of all sizes and needs to deliver excellent customer experiences cost-effectively. With an ecosystem of loyal partners and long-standing relationships with customers, Avaya has garnered 18.5 percent market share in a competitive segment."

"In Asia-Pacific, the steady growth in the migration of Avaya's on-premise customers to cloud platforms has been accelerated by the COVID-19 pandemic. This migration is expected to increase in developed markets such as Japan, South Korea, Singapore, and Hong Kong," noted Baidya. "Overall, with more than 5 percent year-on-year revenue growth in 2019, the company continues to enjoy high growth in India, Indonesia, Malaysia, the Philippines, Singapore, and Vietnam."

Each year, Frost & Sullivan bestows this award upon the company that demonstrates excellence in growth and customer value. Attaining loyal customers who became brand advocates allows the company to grow and achieve a market leadership position. By committing to the customer at each stage of the buying cycle and continuing to nurture the relationship, this Award recognizes a company's increased market share over time.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.newswire.ca

Date Posted: Wednesday, March 24, 2021