Avaya Inc, a leading global provider of business communications applications, systems and services, today announced that the company has been identified as the North American market leader in interactive voice response (IVR) in a market study by Frost & Sullivan, a global growth consulting company.[1] Frost & Sullivan research shows Avaya leading the competition with a 22.9% share of the IVR market for 2005.
The speech solutions driving Avaya`s market leadership also took top honours in a recent competition sponsored by Speech Technology Magazine, a leading trade journal covering the speech industry. Avaya won two product awards - "Best Enterprise Voice Platform" for the Avaya Interactive Response and Avaya Voice Portal solutions and "Best Tool" for Avaya Dialog Designer.
The awards were based on votes cast in an online poll by Speech Technology Magazine readers. This is the third year in a row that Avaya has taken top honours for the best enterprise platform in the Speech Technology Magazine competition.
"The Speech Solutions Awards recognise this year`s best in speech technology innovation and implementation," says David Myron, editor-in-chief of Speech Technology Magazine. "Award recipients should be proud to be part of an elite group that is paving the way for others to follow."
Both Interactive Response and Voice Portal are certified by CTLabs and the VoiceXML Forum for compatibility with VoiceXML 2.0 - the development language that enables interactive access to Web applications through the telephone or a voice-driven browser. The two platforms are part of the Avaya Customer Interaction Suite of applications and help businesses preserve software investments as they migrate to new Web-based self-service capabilities at the pace they choose.
Avaya customer International Speedway Corporation (ISC) topped the vote by Speech Technology Magazine readers for "Best Deployment", a category that honours organisations for the most impactful use of speech applications. ISC uses an Avaya contact centre with Avaya Interactive Response to serve the millions of race fans who attend the company`s motor sports events each year. Developed in partnership with Trien & Associates, the solution speeds ticket sales, enables consistent service from any location and provides millions of fans with around-the-clock access to detailed race information. Using an outbound auto-dialler, ISC also sends personalised messages to fans from their favourite NASCAR drivers - promoting ticket availability and upgrades, hospitality packages and other event-related opportunities.
Avaya was also recently awarded the following prestigious awards previously this month at the SpeechTek event held in the US:
* Best Enterprise platform for Self Service - AIR/VP
* Best Application Tool - Dialog Designer
* Most Innovative Speech deployment - International Raceway.
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Avaya Interactive Response is a standards-based self-service platform for contact centres that enables businesses to automate voice transactions using speech and touchtone - helping to improve call centre productivity while enhancing customer satisfaction.
Avaya Voice Portal is a next-generation software platform for deploying self-service solutions within a service-oriented architecture. The portal provides businesses with a faster, easier way to speech-enable Web services across highly distributed enterprises.
Avaya Dialog Designer is an application development tool that gives businesses a cost-effective way to speed the development of speech self-service applications in both a traditional telephony and Web services environment.
Avaya
Avaya Inc designs, builds and manages communications networks for more than 1 million businesses worldwide, including 90% of the Fortune 500. Focused on businesses large to small, Avaya is a world leader in secure and reliable Internet Protocol (IP) telephony systems and communications software applications and services.
Driving the convergence of voice and data communications with business applications - and distinguished by comprehensive worldwide services - Avaya helps customers leverage existing and new networks to achieve superior business results. For more information, visit the Avaya Web site: http://www.avaya.com.
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