Leading research firm lists Avaya in EMEA Contact Centre Infrastructure Magic Quadrant

Gartner's EMEA Contact Centre Infrastructure Magic Quadrant evaluates major contact centre infrastructure providers and positions them in one of four quadrants based on criteria that include corporate strategy, technical innovation, marketshare/mindshare as well as product and financial capabilities. Avaya was listed in the leaders quadrant of the report, authored by Gartner analysts Steve Blood, Terry Wright, and Bern Elliot.

According to the report, "the demand for multichannel support to integrate routing and control with business rules based on customer relationship management (CRM) strategies is a key force in changing the EMEA contact centre environment."

"Avaya's listing as a leader in Gartner's EMEA Contact Centre Magic Quadrant report is for us tangible proof that we continue to provide value to enterprises seeking to increase customer satisfaction and improve operational efficiency," said Patrick Lelorieux, Avaya's president for Europe, Middle East and Africa. "We have been able to achieve this by focusing on building strong partnerships with industry leaders such as IBM and Siebel, coupled with the development of a comprehensive portfolio of open, multi-channel contact centre technologies."

The Avaya Customer Relationship Management (CRM) portfolio offers solutions in three categories of expertise:

Avaya™ Interaction Management Solutions offer integrated communications and knowledge bases for self-service, inbound and outbound customer interactions, with support for multi-channel communications, such as Web chat, e-mail, voice, fax and browser-based collaboration.

Avaya™ Commitment Management Solutions help companies meet customer commitments by taking traditional contact centre capabilities in distributing, tracking and measuring work and extending them across and beyond the enterprise. As an example, a financial institution could use Avaya Commitment Management to automate and track the processes involved in completing a loan application, from first receiving the customer's request for a loan, through completion of all documentation, to final approval or rejection of the application.

Avaya™ Business Intelligence Solutions provide access to and insight into data from customer interactions and enterprise systems, supporting companies in their strategic decisions about service, communications and marketing initiatives.

A recent analyst report from Gartner Dataquest entitled "Call Centres: Western Europe, 2000 Actuals" listed Avaya as the leading provider of contact centres in Western Europe in 2000, with 28.9 percent of the overall Western European enterprise call centre market measured in terms of new and replacement agent seat shipments. Avaya's contact centre customers in EMEA include BskyB, Cable & Wireless, Mercedes-Benz and SITEL.