Frost and Sullivan recognizes Avaya contact centre leadership with awards hat trick

Avaya (NYSE: AVYA), a global leader in solutions to enhance and simplify communications and collaboration, announced it has been awarded three prestigious contact centre industry leadership accolades by analyst firm, Frost and Sullivan.

Capping off a successful year that saw Avaya continue its transition to a cloud-first company driving innovation in customer experience and workstream collaboration solutions, Avaya secured Frost and Sullivan’s 2020 South East Asia Contact Centre Applications Market Share Leadership Award, the 2020 Asia-Pacific Inbound Contact Routing Systems Market Leadership Award, and the 2020 Malaysia Contact Centre Applications Vendor of the Year

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Krishna Baidya, Head of Customer Contact Research, ICT Practice, Frost & Sullivan, said providing personalized customer experiences had become a crucial competitive differentiator for businesses across APAC – with contact centres fast becoming customer experience centres as the first point of interaction customers have with many brands and organizations, making customer engagement and management crucial.

“Avaya continues to transform the contact centre by combining AI and automation capabilities to enable seamless and context-driven customer experiences,” Baidya said. “Its positive annual revenue growth can be attributed to its focus on investing in people, technology and staying committed to its customers as well as partners through a value proposition that supports the API economy and helps to drive innovation everywhere.

“Avaya’s leadership position in the Southeast Asia and APAC contact centre markets is built on its product innovation, understanding of local customer needs, and the ability to deliver optimum value for customers through appropriate investments in partners, employees, and technology,” he said.

Sami Ammous, Vice President East Asia and the Pacific at Avaya, acknowledged that the recognitions highlighted the company’s focus on innovation and enabling its customers to reimagine the capabilities of their contact centres through enhanced customer experience journeys.

“Even in an increasingly digital environment, human interaction remains essential to the overall customer experience,” said Ammous. “A core part of our focus has been to apply emerging technologies, such as AI, chatbots, and automation, to simplify and enrich interactions that take place using digital channels. Whether connecting customer experience centre agents to customers, or employee to employee, or any combination thereof, we use our technology to keep humans at the core and deliver experiences that matter.”

“These awards validate our philosophy – that digital technologies are most powerful when used to augment the customer experience centre workforce, rather than replace it. Businesses across Asia Pacific can rapidly evolve their agents’ experiences by incorporating these communications capabilities at the heart of their customer experience centre operations and business recoveries.”

The trifecta of awards crowns a successful 2020 for Avaya which saw the company close out a strong fiscal year with fourth quarter results that exceeded guidance metrics and delivered year-over-year growth. More information on Avaya’s financial results for the fourth quarter and fiscal year ended September 30, 2020 are available here.