Avaya Inc, a leading global provider of communications networks and services for businesses, today announced that for the second successive time it has been listed in the leader quadrant in a Europe, Middle East and Africa (EMEA) Contact Centre Infrastructure Magic Quadrant Infrastructure report* published by research and advisory firm, Gartner, Inc.
The report, authored by Gartner analysts Steve Blood and Terry Wright, evaluated 18 major contact centre infrastructure providers and positioned them in one of four quadrants based on their vision and ability to execute on that vision. Criteria for ranking vendors included corporate strategy, financial strength, market share/ mind share and product capabilities.
According to the report, "traditionally, call centres were purchased as telephony-centric resources, centralising call response. Now they are distributed, multi-channel operations, integrated with customer relationship management (CRM) applications and increasingly outsourced."
"Avaya`s position in the Magic Quadrant underlines our strategy to become the leading customer interaction management supplier in EMEA," said Mike Ford, Vice-President, Applications, for Avaya in EMEA. "Our customers look to Avaya to help them to raise levels of customer service, and increase productivity by delivering a complete and integrated multi-channel solution including self-service and proactive contact. Close integration with the leading customer relationship management (CRM) applications, including PeopleSoft, SAP and Siebel, further strengthens our value proposition."
Avaya`s contact centre customers in EMEA include The British Airways London Eye, BUPA International, Mercedes-Benz, News International and Swiss Airlines.
* Gartner "Contact Centre Infrastructure Magic Quadrant for EMEA, 2003", 16 July 2003.
The Magic Quadrant is copyrighted July 2003 by Gartner, Inc and is re-used with permission, which permission should not be deemed to be an endorsement of any company or product depicted in the quadrant. The Magic Quadrant is Gartner`s opinion and is an analytical representation of a marketplace at and for a specific time period. It measures vendors against Gartner defined criteria for a marketplace. The positioning of vendors within a Magic Quadrant is based on the complex interplay of many factors. Gartner does not advise enterprises to select only those firms in the "Leaders" quadrant. In some situations, firms in the Visionary, Challenger, or Niche Player quadrants may be the right matches for an enterprise`s requirements. Well-informed vendor selection decisions should rely on more than a Magic Quadrant. Gartner research is intended to be one of many information sources including other published information and direct analyst interaction. Gartner, Inc expressly disclaims all warranties, express or implied, of fitness of this research for a particular purpose.
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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 http://www.avaya.com.