SOURCE: Avaya Inc.

Avaya Inc.

September 10, 2009 11:06 ET

Avaya Recognized for Contact Center Infrastructure Excellence at SpeechTEK 2009 Conference

BASKING RIDGE, NJ--(Marketwire - September 10, 2009) - Avaya, a global leader in enterprise communications systems, announced the company has been awarded with the 2009 CRM Service Award from CRM magazine at the SpeechTEK 2009 conference, which took place from August 24-26 in New York.

CRM magazine named Avaya the winner of the Contact Center Infrastructure category after an extensive three-month process where companies were evaluated by industry analysts, using financial and corporate information, product and functionality assessments and scores reflecting customer satisfaction. Avaya was recognized in this category specifically for functionality and company momentum, as well as strong third-party integration capabilities. Additionally, Avaya's strong commitment to the channel, vertical solutions, and small and mid-sized contact centers were cited as reasons for Avaya's leadership in the contact center infrastructure space.

"Receiving this award at SpeechTEK 2009 reinforces our commitment to using innovative open standards-based technologies in our products that provide the highest quality of customer service," said Chris McGugan, vice president, contact center products and marketing, Avaya. "Creating reliable and flexible contact center infrastructures enables agents to deliver superior customer service from any location, and to help ensure customer satisfaction remains high."

Avaya offers contact center infrastructure solutions for companies of all sizes. This includes its flagship products Avaya Aura™ Communication Manager and Contact Center Express. In 2009, Avaya launched Intelligent Customer Routing (ICR), a SIP-based (Session Initiation Protocol) enhanced routing solution enabled by Avaya Aura™ Communication Manager and Avaya Voice Portal, driving best-in-class agent selection and custom wait treatments for differentiated customer experiences.

"CRM magazine is pleased to recognize Avaya as a leader in Contact Center Infrastructure for 2009 for bringing innovation to the market and raising the bar in service-related customer relationship initiatives," said David Myron, editorial director of CRM magazine. "These efforts are helping companies streamline business processes, maximize profitability, and provide more value to customers."

In addition to being recognized for Contact Center Infrastructure, Avaya was named a "Leader" in the category of Interactive Voice Response by CRM magazine for its strong product and channels-to-market. Avaya Voice Portal is the company's flagship self service solution bringing interaction response to the next level of capability.

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.

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