Leading Industry Analyst Firm Issues Annual Research Report on Contact Center Markets, Showing Avaya as #1 in $2.4 billion Global Market and Expanding Leadership in Latin America Avaya Inc. is leading the worldwide contact center market, according to Gartner’s new report on this key market driving customer service for companies around the globe. The report, which measured 2007 global contact center market share, states that Avaya is #1 in contact center revenue and shipments across all measured categories and regions, including the market for Internet protocol (IP)-based contact centers. According to Gartner, Avaya represents 38 percent of the global market for contact center revenue and 40 percent of the global market for contact center shipments -- figures that are in both cases about 25 points ahead of the nearest competitor. The Latin America region showed a 74 percent year-over-year growth in total agent shipments in 2007 and contributed with $176.2 million in end-user spending. Avaya is the top company in terms of total agent shipments, with 54 percent of Latin America share. The company also held 56 percent of the IP-based contact center market in shipments in the region. Avaya more than doubled its shipments year-over-year due to an increased sales focus on key economies within the market. Avaya represented more than half of all agent shipments to the region in 2007. Like the Asia/Pacific market, Latin America is being driven by both infrastructure investments from BPOs (Business Process Outsourcing), and by an increased focus on customer service as individual country economies mature, particularly in Brazil, Argentina and Mexico. “This is a very important moment for Avaya in the region,” says Elizabeth Garcia, vice-president for Avaya CALA (Caribbean and Latin America). “There are a lot of businesses expanding their contact centers, especially in Brazil and Mexico. Our mission is to leverage our technology leadership to enable Avaya’s customers to connect the right users on the right media at the right time, so they can achieve their business goals,” adds Elizabeth. According to Gartner, the market for contact center revenue is nearly $2.4 billion. Gartner defines contact centers as computer-based systems that provide call and contact routing and prioritization for high-volume telephony and multimedia transactions. They support critical customer service functions around the world through specialist answering agents and use sophisticated real-time contact management and reporting systems. Additionally, Gartner’s report highlighted the rapid growth of IP-based contact centers worldwide, with shipments growing 37 percent year-over-year to now represent 49 percent of the global contact center market (comprised of both TDM and IP technologies). Next year, Gartner expects the migration to IP-based contact centers to accelerate, as more businesses turn to IP for its more functional multi-site and virtual customer service capabilities. According to Gartner’s report, Avaya led the IP contact center category with 36 percent, 16 points ahead of its nearest competitor. Avaya’s portfolio of contact center solutions incorporates a broad range of capabilities and applications that meet the needs of a full-scale customer service operation. They include software for contact management, intelligent routing, self service, outbound calling, home agents and more. For more information on Avaya contact center solutions, visit:
About Avaya
Avaya delivers Intelligent Communications solutions that help companies transform their businesses to achieve marketplace advantage. More than 1 million businesses worldwide, including more than 90 percent of the FORTUNE 500®, use Avaya solutions for IP Telephony, Unified Communications, Contact Centers and Communications-Enabled Business Processes. Avaya Global Services provides comprehensive service and support for companies, small to large. For more information visit the Avaya Web site: http://www.cala.avaya.com.
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