Avaya Leads Worldwide Contact Center Market in Both Revenues and Shipments

Avaya Leads Worldwide Contact Center Market in Both Revenues and Shipments

Leading Industry Analyst Firm Issues Annual Research Report on Contact Center Markets, Showing Avaya Is #1 in $2.4 Billion Global Market

BASKING RIDGE, NJ–(EMWNews – July 15, 2008) – Avaya Inc. is leading the worldwide

contact center market, according to Gartner’s new report(1) 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 regions and categories, 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.

In the North American contact center market, including the U.S. and Canada,

Avaya leads with 43 percent of the total market for contact center revenue.

In other regions, Avaya delivers similar strength in contact center

revenue, leading the EMEA region (Europe, Middle East, Africa) with 32

percent and Asia Pacific with 35 percent. In the Latin America region,

Avaya grew more than 100 percent, representing half of the region’s share

for contact center revenue — about three times its next competitor.

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.

Gartner’s report also showed the rapid growth of IP-based contact centers,

with shipments growing 37 percent year-over-year to now represent 49

percent of the worldwide contact center market (comprised of both TDM and

IP technologies). Next year, Gartner expects the migration to IP 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-based IP agents

and more. For more information on Avaya contact center solutions, visit:

http://www.avaya.com/gcm/master-usa/en-us/pillars/contactcenters/index.htm

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.avaya.com.

(1) Gartner Market Share, Contact Centers, Worldwide 2007. Drew Kraus. June

2008

Media Relations: Jonathan Varman 908 953 6432 [email protected]