Contact Center portfolio and expertise cited by leading analyst firm
Santa Clara, Calif., Sept. 13, 2018 – Recently released research from analyst firm Canalys reveals that Avaya (Avaya Holdings Corp., NYSE:AVYA) solidified its position as the worldwide market share leader in contact center solutions, demonstrating a customer-centric strategy that provides a range of options from on-premises, private cloud, hybrid and public cloud platforms for businesses of all sizes.
“Avaya maintained its leading position in the worldwide contact center market in 2017, with 22% of ACD license volume and 28% of shipment value” said Matthew Ball, Principal Analyst for Canalys. “Its portfolio and expertise positions Avaya to capitalize on the current wave of digital transformation projects in contact centers, specifically around customer experience and workforce optimization” Ball added. “Based on the latest data, Avaya is the leader globally, as well as in the Americas and Asia Pacific, and a top two vendor in EMEA.”
More than 90% of the Fortune 100 are Avaya customers, and companies in over 170 countries around the world choose Avaya contact center solutions to transform their customer service and support operations. Avaya’s comprehensive, end-to-end portfolio helps drive digital transformation by providing a secure, flexible platform, the ability to create and integrate applications from Avaya, in house or from third parties, and the workforce management tools to ensure continuous improvement.
Avaya’s flagship contact center offering, Avaya Oceana™, enables omnichannel capabilities for a personalized, multi-touch customer experience, a context-rich agent environment and seamless interactions and handoffs between mobile, self, and assisted service.
Avaya continues to advance its contact center portfolio: Offering Avaya Contact Center solutions as cloud, hybrid, or on-premises deployments; acquiring Spoken Communications for a portfolio including CCaaS for large enterprises; announcing the Avaya Mobile Experience – a unique offering that enables contact centers to identify incoming calls from mobile devices and optimize the customer experience for mobile users; and a strategic partnership with Afiniti to incorporate behavioral pairing into Avaya contact center routing. In addition, Avaya Ava – the company’s virtual customer assistant -- made its debut with natural language processing, machine learning, and innovative analytics to enable effortless customer engagement through social media and messaging platforms.
About Canalys
Canalys is an independent analyst company that strives to guide clients on the future of the technology and to think beyond the business models of the past. We deliver smart market insights to IT, channel and service provider professionals around the world. We stake our reputation on the quality of our data, our innovative use of technology and our high level of customer service.
About Avaya
Avaya enables the mission critical, real-time communication applications of the world’s most important operations. As the global leader in delivering superior communications experiences, Avaya provides the most complete portfolio of software and services for contact center and unified communications— offered on premises, in the cloud, or a hybrid. Today’s digital world requires communications enablement, and no other company is better positioned to do this than Avaya. For more information, please visit www.avaya.com.
Source: Avaya Newsroom
Cautionary Note Regarding Forward-Looking Statements
This document contains certain “forward-looking statements.” All statements other than statements of historical fact are “forward-looking” statements for purposes of the U.S. federal and state securities laws. These statements may be identified by the use of forward looking terminology such as "anticipate," "believe," "continue," "could," "estimate," "expect," "intend," "may," "might," “our vision,” "plan," "potential," "preliminary," "predict," "should," "will," or “would” or the negative thereof or other variations thereof or comparable terminology and include, but are not limited to, the delivery of a cloud platform, the availability of features such as agent quality software applications and Intelligent Wire services, and the Company’s move to Big Data, Machine Learning and AI. The Company has based these forward-looking statements on its current expectations, assumptions, estimates and projections. While the Company believes 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 its control. The factors are discussed in the Company’s Registration Statement on Form 10 filed with the Securities and Exchange Commission, may cause its 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 further list and description of such risks and uncertainties, please refer to the Company’s filings with the SEC that are available at www.sec.gov. The Company cautions you that the list of important factors included in the Company’s SEC filings may not contain all of the material factors that are important to you. In addition, in light of these risks and uncertainties, the matters referred to in the forward-looking statements contained in this report may not in fact occur. The Company undertakes no obligation to publicly update or revise any forward-looking statement as a result of new information, future events or otherwise, except as otherwise required by law.
###
