Contact Information: Avaya Contact: Jonathan Varman 908-953-6432 jvarman@avaya.com
Avaya Positioned as a Leader in Magic Quadrant for Contact Center Infrastructure Worldwide
| Source: Avaya Inc.
BASKING RIDGE, NJ--(Marketwire - March 22, 2010) - Avaya Inc., a global leader in business
communications applications, systems and services, today announced that the
company was positioned as a Leader in the recently published Gartner Magic Quadrant
for Contact Center Infrastructure, Worldwide.(1)
In the annual report, Avaya was cited as a contact center infrastructure
leader based on two key criteria: 'ability to execute' and 'completeness of
vision.' Gartner defines contact center infrastructure as "the products
(equipment, software and services) needed to operate call centers for basic
telephony support and contact centers for multichannel support. This type
of infrastructure is used by customer and employee service and support
centers, inbound and outbound telemarketing services, help-desk services,
government-operated support centers and other types of structured
communication operations."
"Our strategy in the contact center arena is to continue to integrate
context-based services into the application layer of the Avaya Aura(TM) SIP
architecture," said Anthony Bartolo, general manager, Avaya contact center
solutions. "And in doing so, we're redefining the interaction model for
higher productivity, customer satisfaction, and lower costs."
Avaya Aura provides the SIP-based communication services that enable unified communications and contact center solutions to be deployed to connected endpoints
regardless of the infrastructure that the endpoints reside on.
In its market overview, the Gartner Magic Quadrant report states that "the
majority of shipped solutions are based on Internet standards, including
TCP/Internet Protocol (IP) in telephony and Session Initiation Protocol
(SIP), which enables the systems to more readily support geographically
separate operations on a centrally-deployed system and provide for greater
scale in the application platform."
Gartner elaborates on the strategic importance of SIP in its report,
stating, "SIP also promises to help to integrate to other enterprise
communications applications, such as presence and conferencing -- or
alternatively, Extensible Messaging and Presence Protocol (XMPP) in the
case of presence. This will enable contact centers to incorporate
communications and collaboration more easily with subject matter experts
from outside of contact center staff and helps to integrate the technology
more tightly into enterprise unified communications (UC) strategies."
"We believe Avaya's contact center infrastructure solutions enable
companies to gain a full scope of a customer's needs -- from their
historical relationship to their preferred mode of contact to their
current, real-time requests," states Bartolo. "We will continue to extend
our vision of customer service excellence with new solutions that address
the ever-evolving needs of the customer."
According to Bartolo, this vision includes the delivery of contact center
solutions which can significantly enhance customer service in a
cost-effective manner. He adds: "An Avaya customer recently reported that
it was able to increase first call resolution of customer problems from 7%
to 72%, compared to the prior year. Another business used Avaya solutions
to integrate multiple customer service platforms to drive a 12 percent
reduction in costs in its first year of implementation. These are the types
of benefits we see more businesses gaining going forward."
Gartner's Magic Quadrant for Contact Center Infrastructure, Worldwide can
be found online at: http://www.gartner.com/technology/media-products/reprints/avaya/vol6/article2/article2.html. For more information
on Gartner Magic Quadrant reports, please visit: www.gartner.com.
About the Gartner Magic Quadrant
The Magic Quadrant is copyrighted 2010 by Gartner, Inc. and is reused with
permission. The Magic Quadrant is a graphical representation of a
marketplace at and for a specific time period. It depicts Gartner's
analysis of how certain vendors measure against criteria for that
marketplace, as defined by Gartner. Gartner does not endorse any vendor,
product or service depicted in the Magic Quadrant, and does not advise
technology users to select only those vendors placed in the "Leaders"
quadrant. The Magic Quadrant is intended solely as a research tool, and is
not meant to be a specific guide to action. Gartner disclaims all
warranties, express or implied, with respect to this research, including
any warranties of merchantability or fitness for a particular purpose.
About Avaya
Avaya is a global leader in enterprise
communications systems. The company
provides unified communications, contact centers, and related
services directly and through its channel
partners to leading businesses and organizations around the
world. Enterprises of all sizes depend on Avaya for state-of-the-art
communications that improve efficiency, collaboration, customer service and
competitiveness. For more information please visit www.avaya.com.
Avaya Inc. and Gartner, Inc. are both owned in part by Silver Lake, a
leading financial investment firm. Gartner research is produced
independently by Gartner analysts, without influence, review or approval of
their outside investors or shareholders. For further information on the
independence and integrity of Gartner research, see Guiding Principles On
Independence and Objectivity on Gartner's website,
http://www.gartner.com/it/about/omb_guide.jsp.
(1) Gartner, Inc. "Magic Quadrant for Contact Center Infrastructure,
Worldwide" by Drew Kraus et al, February 22, 2010.