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Avaya Leads the Global Market in Analyst Firm’s Worldwide Report on Contact Centers


Company’s 39.1% share is more than triple that of its closest competitor; Avaya contact center solutions help Chile’s largest bank deliver personalized service to more than 2 million customers

28-Nov-2006 - BASKING RIDGE, N.J. – A new report from Gartner Inc. on the 2005 global contact center market1 shows that Avaya Inc. (NYSE: AV) is the market leader with 39.1% of all contact center agents – more than triple the share of the company’s closest competitor. The Gartner report also shows that Avaya leads each region of the global contact center market, including:

* Asia Pacific with a 54% share (44.4 points ahead of the closest competitor).
* North America with a 41.1% share (28.1 points ahead of the closest competitor).
* Latin America with a 32.8% share (10.1 points ahead of the closest competitor).
* Europe, the Middle East and Africa with a 31.4% share (more than 20.7 points ahead of the closest competitor).

A leading global provider of business applications, systems and services, Avaya has one of the most comprehensive contact center portfolios on the market. Solutions range from hosted contact center services for companies with as few as 30 agents to sophisticated contact center applications that can be scaled to support thousands of agents handling millions of customer interactions daily.

One of the companies using Avaya contact center solutions to deliver personalized, market-differentiating services is Banco Santander Chile, the country’s largest bank with more than 300 branches and 2 million customers.

Banco Santander’s more than 300-agent contact center is powered by Avaya Communication Manager call processing software running on an Avaya S8700 Media Server. An Avaya Call Management System provides the information and management tools the bank needs to monitor and analyze the performance of its contact center operations, showing where improvements are needed and where it can take fast effective action. Banco Santander agents answer calls with CallMaster® Digital Voice Terminals specifically designed by Avaya to improve the productivity of high-volume contact centers.

With the Avaya solution in place, Banco Santander says it has improved the productivity of its agents and both the quality and efficiency of its interaction with customers.

About Avaya
Avaya Inc. designs, builds and manages communications networks for more than 1 million businesses worldwide, including over 90 percent of the FORTUNE 500®. Focused on businesses large to small, Avaya is a world leader in secure and reliable Internet protocol (IP) telephony systems and communications software applications and services.

Driving the convergence of voice and data communications with business applications - and distinguished by comprehensive worldwide services - Avaya helps customers leverage existing and new networks to achieve superior business results. For more information visit the Avaya website:

1Gartner Market Share, Contact Centers, Worldwide, 2005. Terry Wright. September 2006.


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