Avaya Named 2019 Contact Center Vendor of the Year by Frost & Sullivan

The recognition affirms the company’s proven expertise and leadership in Contact Center solutions

Avaya has been honored with the 2019 Contact Center Vendor of the Year Award at the Frost & Sullivan 2019 India ICT Awards.The recognition affirms the company’s proven expertise and leadership in Contact Center solutions across public, private and hybrid cloud deployments.

Now in its seventeenth consecutive year, the Frost & Sullivan India ICT Awards recognizes companies and individuals who push the boundaries of excellence, rising above the competition and achieving landmark business outcomes using digital and disruptive technologies in the Indian market.

Avaya’s award comes in no small part off the back of the trust it has garnered among the leading business process outsourcing companies (BPO), running some of the largest contact centers, across the region. Avaya provides contact center solutions for every leading BPO in India, the top 10 outsourcers in the Philippines, the top five BPOs in Japan, along with many other BPOs across APAC.

“Our relationship with the BPO community is very valuable to us and this award validates our continued commitment and focus to bringing innovative products and experiences to market. Contact centers must evolve to meet constantly changing customer demands. With a team of passionate and dedicated employees and a dynamic network of partners, Avaya will continue to deliver the best in omnichannel customer experience solutions for businesses of all sizes,” said Vishal Agrawal, Managing Director, India and SAARC, Avaya.

“We have unparalleled opportunities ahead of us and are passionate about providing the flexibility, open architectures, and deployment options that our customers need to exceed expectations and move ahead of the competition. We are actively investing in emerging technologies like real-time speech analytics and robotic process automation, which can be leveraged to transform the customer experience beyond voice, enable our customers to increase efficiency, drive automation, and provide greater flexibility in deployment. We thank Frost & Sullivan for acknowledging our efforts to create seamless and intelligent customer experiences,” he added.

Congratulating Avaya on the award, Benoy C.S., Vice President, Digital Transformation Practice, Frost & Sullivan, said, “Avaya has been one of the leaders in the contact center market in India and has made significant progress both in terms of revenue and customer wins in the recent years. The company’s approach towards developing new capabilities by partnering with leading contact center technology providers globally and regionally is enabling it to stay on top of its competition.”

“During 2018, the company launched several new products and solutions that include increasing functionalities in omnichannel capabilities, infusing AI into routing, workforce optimization, agent capability augmentation and analytics, the opening of APIs to integrate customer’s existing ecosystem of solutions, etc. The special focus of the company has been to leverage advancements in technologies like analytics, AI and speech technologies and provide best-in-class contact center solutions to its business customers who can in-turn use the same to provide enhanced experience to their customers.”

Avaya is actively helping to drive digital transformation initiatives with some of the leading BPO firms in India, helping them to build unique and differentiated solutions that transform customer experience and deliver greater value. Avaya is the largest pure-play Unified Communications and Contact Center company, ranking No. 1 in CC and No. 2 in UC and collaboration over the last two years, and has significantly accelerated its pace of innovation, especially in cloud-based communications solutions. Avaya’sContact Center-as-a-Service (CCaaS) offerings provide BPO organizations with flexible deployment options for moving to the cloud, enabling them to deliver differentiated services that enhance workforce efficiency and enable business processes to be automated.

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