Avaya leads contact center market in 2017: Canalys

Avaya is the leader in the worldwide contact center market in 2017, with 22 percent of ACD license volume and 28 percent of shipment value, research firm Canalys said.
Avaya for business communications
“Its expertise positions Avaya to capitalize on the current wave of digital transformation projects in contact centers, specifically around customer experience and workforce optimization,” said Matthew Ball, principal analyst for Canalys.

Avaya is the leader globally, as well as in the Americas and Asia Pacific, and a top two contact center vendor in EMEA.

More than 90 percent of the Fortune 100 companies are Avaya customers, and companies in over 170 countries around the world choose Avaya contact center solutions to transform their customer service and support operations.

Avaya’s contact center offering, Avaya Oceana, enables omnichannel capabilities for a personalized, multi-touch customer experience, a context-rich agent environment and seamless interactions and handoffs between mobile, self, and assisted service.

In addition to Avaya, tech companies such as 3CLogic, ShoreTel, Aastra, Altitude Software, Aspect Software, Connect First, Convergys, Genesys, Incontact, Interactive Intelligence and Mitel Networks are active in the global contact center market.

Avaya reported revenue of $692 million in the third quarter of fiscal 2018 against $803 million in the same period previous fiscal.

Jim Chirico, president and CEO of Avaya, said: “We are building strength in our core business, integrating digital technologies like AI, mobility, accelerating our move to the cloud, and expanding our services capabilities. Avaya is well-positioned to grow, while delivering ongoing value to our customers.”

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