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Avaya Earns Frost & Sullivan 2012 EMEA Inbound Contact Centre Routing Systems Market Share Leadership Award

  • Portion of EMEA market in 2012 larger than combined share of two largest competitors

  • Award recognises complete contact centre solution, making Avaya a solid choice and helping to retain and grow its customer base

  • Accolade honours breadth of Avaya’s product portfolio, which complements and integrates with its ICR systems

LONDON, UK: Avaya, a global provider of business communications and collaboration systems and services, today announced it has been presented with the 2012 EMEA Inbound Contact Centre Routing Systems Market Share Leadership Award from Frost & Sullivan. This is the second consecutive year in which Avaya has commanded a share worth over one-third of the total market.

The Frost & Sullivan Award for Inbound Contact Centre Routing Systems Market Share Leadership is presented to the company that has demonstrated excellence in capturing the highest market share in this industry. The accolade honours the breadth of Avaya’s product portfolio, which complements and integrates with its ICR systems.

Frost & Sullivan’s EMEA market analysis found that the company’s ability to deliver a complete contact centre solution to its customers makes Avaya a solid choice and helps the company retain and grow its customer base despite competitive threats from hosted service providers and consistent pressure from the economy, which has impacted contact centre spending.

According to Frost & Sullivan, vendors like Avaya are benefiting from organisations’ interest in driving increased customer satisfaction by providing multiple customer contact channels (beyond voice). With companies growing more accustomed to leveraging the web to research and acquire goods and services; social media to talk about companies and products; mobile devices to access the web and social networking sites; and text, chat, or email to contact a company, pressures are increasing to provide new avenues of contact through ICR systems.

Frost & Sullivan 2012 EMEA Inbound Contact Centre Routing Systems Market Share Leadership Award

“Avaya has delivered on the product roadmap proposed at the time of the acquisition of Nortel. For example, the Avaya Aura Contact Center, announced in July of 2010, turned out to be one of the most successful product introductions in the company’s history. In retrospect, 2011 was a pivotal year in the delivery of the majority of the roadmap, with releases in all key product areas in the contact center, including its core ICR system.

Avaya strengthened its portfolio with the addition of Avaya Aura Contact Center Suite for Mid-sized Enterprise (AACC-M). This offering targets contact centers in the 20-400 agent range, and is bundled with advancing levels of applications, making it an attractive and simplified offer for mid-market customers. Customers responded with a strong adoption rate through partners in EMEA. Frost & Sullivan believes this type of contact center solution will have a positive impact, going forward.”


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About Avaya:
Avaya is 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. For more information please visit

About Frost & Sullivan
Frost & Sullivan, the Growth Partnership Company, enables clients to accelerate growth and achieve best-in-class positions in growth, innovation and leadership. The company's Growth Partnership Service provides the CEO and the CEO's Growth Team with disciplined research and best-practice models to drive the generation, evaluation and implementation of powerful growth strategies. Frost & Sullivan leverages 50 years of experience in partnering with Global 1000 companies, emerging businesses and the investment community from more than 40 offices on six continents. To join our Growth Partnership, please visit

Certain statements contained in this press release are forward-looking statements. These statements may be identified by the use of forward-looking terminology such as "anticipate," "believe," "continue," "could," "estimate," "expect," "intend," "may," "might," "plan," "potential," "predict," "should" or "will" or other similar terminology. We have based these forward-looking statements on our current expectations, assumptions, estimates and projections. While we believe these expectations, assumptions, estimates and projections are reasonable, such forward looking statements are only predictions and involve known and unknown risks and uncertainties, many of which are beyond our control. These and other important factors may cause our actual results, performance or achievements to differ materially from any future results, performance or achievements expressed or implied by these forward-looking statements. For a list and description of such risks and uncertainties, please refer to Avaya's filings with the SEC that are available at Avaya disclaims any intention or obligation to update or revise any forward-looking statements, whether as a result of new information, future events or otherwise.


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