Avaya named Contact Center Vendor of the Year in Malaysia, Thailand, and the Philippines

Avaya, a provider of solutions that enable customer and team engagement, has received three industry awards in Southeast Asia which reflect its continued strength and innovation in the contact centre applications business.

Avaya collected the 2015 Contact Center Vendor of the Year awards in Malaysia, Thailand and in the Philippines at recent award ceremonies hosted by industry analyst firm Frost & Sullivan in Kuala Lumpur, Bangkok and Manila respectively. In all three cases, Avaya maintained its market share leadership for contact centre applications according to Frost & Sullivan, and in the case of the Philippines, captured over 40% of the market. The awards also recognise how Avaya’s customers are achieving more effective levels of engagement with their own customers, thanks to the targeted and well-managed introduction of new solutions. 

Frost & Sullivan focused on how Avaya successfully combined best-in-class innovative technology initiatives and effective execution of business strategies. This has helped Avaya deliver a holistic customer experience solution, leveraging its well-established and capable partner network to win major deals across key verticals, the consultancy said.

In Thailand, Avaya sustained its leadership with a vertical and segment specific approach. Frost & Sullivan cited Avaya’s combination of customisable, industry-specific contact centre suites for larger customers. Combined with the recruitment and enablement of new mid-market partners, this two-pronged strategy helped the company win multiple replacement and expansion projects across banking, business process outsourcing (BPO), retail and other verticals. A customer-centric approach continues to be the key to Avaya's success.

In Malaysia, Frost & Sullivan pointed to the example of the fastest growing BPO in the country to demonstrate how Avaya is adding advanced solutions such as social media management, analytics and workforce management to help customers make more of their customer engagement solutions. Avaya won infrastructure refresh and multi-channel integration projects in telecom and government entities. Avaya was also recognised for the completeness of its offer, being ‘a single solution provider for contact centre, collaboration and networking requirements’. 

“Avaya’s segment specific approach with a consultative mindset works well with its customer base. This approach has helped Avaya expand its customer base as well as drive the adoption of advanced applications among existing customers. An unprecedented market share of 40.4% in the Philippines in an increasingly competitive market is testimony of Avaya’s market focus, understanding of customer needs, and its solution and delivery capability,” said Krishna Baidya, Head – Customer Contact Research, Asia Pacific ICT Practice, Frost & Sullivan.

“Delivering first-class customer engagement for organisations across Asia Pacific (APAC) is one of the key building blocks of our strategy in the region. We work with our customers to ensure they can benefit fully from their investments, understand more explicitly what their customers need and how they want to interact, and then deliver a seamless, omnichannel experience that drives loyalty and supports revenue growth," said Richard Spence, Managing Director, ASEAN, Avaya.