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
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:
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
For more information visit the Avaya Web site: http://www.avaya.com.
(1) Gartner Market Share, Contact Centers, Worldwide 2007. Drew Kraus. June
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