Avaya (News - Alert), a global provider of business collaboration and communications solutions, providing unified communications, contact centers, networking and related services to companies of all sizes around the world, has received the Frost & Sullivan (News - Alert) 2012 North American Market Share Leadership Award in Inbound Contact Center Routing Systems.
The award is based on Frost & Sullivan's Best Practices research and given to the company that has demonstrated excellence in capturing the highest market share within its industry, and recognizes leadership in terms of revenues or units, as specified.
Officials with Avaya said that the Frost & Sullivan report cites the company’s leadership as a position held for many years, and for the past two years have accounted for more than one third of the total market.
Today, Avaya accounts for more than all the shares of its three largest competitors combined.
"Avaya Customer Experience Interaction Management solutions help enterprises redefine their customers' experience with innovations that enable companies to be where their customers are, offer diverse avenues that lead back to their business and streamline the process for both the agent and customer to achieve fast, first-call resolution in a cost-effective way," said Christine Viera, vice president, product management - contact center solutions, Avaya, in a statement.
Recently, Avaya announced a new real-time collaboration solution for crisis management that helps organizations and businesses reduce negative impacts from unplanned events by enabling fast, coordinated communication and collaboration across any endpoint.
Avaya’s crisis management solution is ideal for BYOD environments, mobile and remote teams inside and outside of an organization, broadly dispersed geographies or isolated units within a single location. At the heart of the solution is the latest version of the Avaya Notification Solution (ANS (News - Alert)), which provides integrated, automated real-time notification, response and collaboration to transmit critical information and instructions in multiple formats.
By combining ANS with Avaya’s conferencing solutions -- Avaya Aura Conferencing 7.0, Radvision (News - Alert) Scopia videoconferencing or Avaya Meeting Exchange -- organizations and businesses can quickly bring widely dispersed teams together to preserve business continuity, security and public safety.
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Edited by Rich Steeves