Recently released research from analyst firm Canalys reveals that Avaya solidified its position as the worldwide market share leader in contact centre 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 centre 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 centres, 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 centre 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 centre 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 centres 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 centre 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.