Avaya Receives Frost & Sullivan's Award for Contact Center Excellence

BASKING RIDGE, N.J. - Avaya Inc. has received the Frost and Sullivan Award for Contact Center End-User Choice in North America based on its survey of senior contact center decision-makers.  In this survey, Avaya was voted the favorite in every category measured -- including best overall solution, customer service, and training - and was cited for having the easiest and most open integrated solution.

The survey, conducted by Frost and Sullivan in October and November 2004, was designed to measure end-user perceptions of the leading contact center brands, and to identify key trends within the contact center market.  A total of 127 decision-makers participated in the study, which was conducted on the Internet.

"The results of our survey show that customers see Avaya as the leader in delivering advanced IP contact center capabilities that drive the highest levels of satisfaction -- from implementation, to execution and across every customer interaction," said Darren George, research analyst for Frost and Sullivan.  "According to these decision-makers, Avaya led every measure in the survey by significant margins."

The Frost and Sullivan study concluded that the market opportunity for IP-based systems is growing, with over 90 percent of contact centers that have installed IP systems indicating they will increase the number of seats that use the technology over the next few years.  Half of the current users said they would more than double their usage.

Additionally, 50 percent of those who do not yet currently use IP-based systems said they plan to switch over to an IP call center within the next three years.

In addition to the 2004 Contact Center End-User Choice honors, Avaya recently received three other excellence awards from Frost and Sullivan:

  • 2005 Contact Center Company of the Year Award
  • 2005 Enterprise Infrastructure Company of the Year Award
  • 2004 Award for Market Leadership
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