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News : Avaya Receives Three New Contact Center Awards
New Delhi, India, Jan 8, 2014 -- Avaya, a global provider of enterprise communications systems, software and services announces 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 Frost & Sullivan awards are presented to companies that demonstrate excellence in growth strategy and implementation, degree of innovation with products and technology, and leadership in customer value and market penetration, relative to competitors in the region.
The 2013 Avaya Asia Pacific Customer Experience Index* highlighted the impact of customer service in relation to brand loyalty, with 83 percent 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. In addition, the Index also indicated that 75 percent of respondents preferred customer service support to be delivered across multiple channels. Avaya was recognized for its leadership in contact center solution across Asia Pacific and for providing customers seamless and an improved support experience across multiple technology platforms.
Avaya was recognized for its solution portfolio that extends managing voice interactions to multiple channel support including instant messaging, video, email and social media. In particular, Avaya further strengthened its portfolio with the addition of the Avaya Aura(R) 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.
Self-service applications, whether web or increasingly mobile-based, are key touch points for customer service delivery. Frost & Sullivan credited Avaya for its lead in self-service applications, noting how its self-service offerings help organizations automate and centrally coordinate their multimedia self-service and interactive voice response applications in a context-based communication environment. Notably, the Avaya Aura(R) Experience Portal also eliminates the need for costly pre-route and data directed dialing charges and reduces infrastructure footprint for greater efficiency.
"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 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 preferences. Avaya’s market leadership can also be attributed to the quality of support given to its channel partners." Krishna Baidya, Research Manager, ICT Practice Frost & Sullivan Asia Pacifice
Posted by Veronica Silva Cusi, news correspondent
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Avaya is a recognized innovator, leading business communications for the digital age. Avaya delivers smart global solutions and technologies for customer and team engagement, unified communications and collaboration, contact center and customer experience management, and networking. We provide related services to large enterprises, midmarket companies, small businesses, and government organizations around the world.
About Frost & Sullivan:
Frost & Sullivan, the Growth Partnership Company, works in collaboration with clients to leverage visionary innovation that addresses the global challenges and related growth opportunities that will make or break today's market participants. For more than 50 years, we have been developing growth strategies for the global 1000, emerging businesses, the public sector and the investment community. Is your organization prepared for the next profound wave of industry convergence, disruptive technologies, increasing competitive intensity, Mega Trends, breakthrough best practices, changing customer dynamics and emerging economies?
Published: Friday, January 10, 2014