Avaya Bags Recognition

Avaya has been awarded the 2012 Asia Pacific Inbound Contact Routing Systems Vendor of the Year and 2012 Asia Pacific Customer Value Enhancement Award for Self Services in Contact Center from Frost & Sullivan. This is the second consecutive year in which Avaya has received the Inbound Contact Routing Systems Vendor of the Year Award.

 The Inbound Contact Routing Systems Vendor of the Year Award is presented to the company, which demonstrates excellence in the fields of technology and revenue growth in the Inbound Systems segment of the Contact Center Applications market. The award recognizes the company’s commitment to continuously evolve and remain a leading participant in the Contact Center Applications industry by adopting technologies and trends that help businesses prosper. Avaya was recognized for having delivered on its strategy and vision to enable businesses to respond to customer needs across multiple channels, with the right resources and at a time of the customer’s choosing. In addition, Avaya is focused on training for channels and addressing the SMB segment as it introduced Avaya Aura Contact Center Suite (AACC-M) for mid-sized enterprises with 20 to 400 agents.

 The Customer Value Enhancement Award for Self Services in Contact Center is presented each year to the company that implements strategies that proactively create value for its customers with a focus on improving the return on the investment that customers make in its services or products. This award recognizes the company's inordinate focus on enhancing the value that its customers receive, beyond simply good customer service, leading to improved customer retention and ultimately customer base expansion. Avaya was recognized especially for evolving its self-service solutions to help organizations automate and centrally coordinate multimedia self-service and interactive voice response (IVR) applications in a context-based communication environment.

 Avaya continues to focus on technology innovation and customer value to provide end to end customer experience management.  Based on the 5th annual Asia Pacific Customer Experience Index survey commissioned by Avaya in 2012, 60% of APAC consumers prefer to use a wide range of contact methods to interact with customer service centers. This will be made possible through the consistent delivery of contextual, relevant information to everyone who interfaces with a customer, be that in a branch office, a retail store, an Internet web site, e-mail, video, social media, web chat, or traditional voice. For companies providing contact center service and wishing to deliver world-class customer experience management, this approach should form an integral part of strategic and operational planning.

7-Feb-2013 10:02:00