BASKING RIDGE, N.J., Jan. 31 /CNW/ -- Avaya Inc. (NYSE: AV), a leading
global provider of business communications software, systems and services,
today announced it has been placed by Gartner Inc. in the Leaders quadrant of
a new Magic Quadrant report on interactive voice response (IVR) systems and
enterprise voice portals.
Gartner is a leading industry research and analysis firm, and their Magic
Quadrant reports position vendors in either the leaders, challengers,
visionaries or niche players quadrants based on the completeness of their
vision and ability to execute. Companies listed in the leader's quadrant are
cited for performing well today, having a clear vision of market direction and
actively building competencies to sustain their leadership position in the
The new Gartner report states that the primary driver for enterprise
investment in voice response platforms is the strong business case for
telephone self-service applications. These solutions enable customers to
perform tasks via the phone that would otherwise require a call center agent.
According to Avaya, many IVR platforms integrate speech recognition to bring a
higher level of convenience and speed to self-service.
Many companies are benefiting from Avaya's IVR and voice portal
solutions, including International Speedway, a leading promoter of motorsport
activities, and Allconnect, Inc., the leading provider of household connection
and comparison shopping services for the relocation market. International
Speedway, for instance, uses Avaya Interactive Response to help optimize staff
and increase agent productivity, while providing fans with a way to get fast
and easy access to timely racetrack information. Allconnect uses the Avaya IVR
to provide customers with an array of self service options and proactive
outbound calling capabilities, enabling their customers to connect with
Allconnect services in a simple, efficient and timely manner.
Avaya's speech self-service applications portfolio includes:
-- Avaya Voice Portal, a next-generation software platform for deploying
self-service solutions within a service-oriented architecture and
speech-enabling Web services across a highly distributed enterprise.
-- Avaya Dialog Designer, a tool that gives businesses a cost-effective
way to speed the development of speech self-service applications in
both traditional telephony and Web services environments.
-- Avaya Interactive Response, a standards-based self-service platform
that uses speech and touchtone to automate transactions.
"Self-service technologies based on open standards are helping businesses
transform their contact center operations, allowing them to uncover new
possibilities that let customers access more information, and use new types of
transaction capabilities," said Jim Smith, vice president and general manager,
Customer Service Applications division, Avaya. "Avaya is helping to drive this
transformation with speech-driven services designed for an intelligent
communications environment, leading to better customer experiences and
improved business results."
Avaya Inc. designs, builds and manages communications networks for more
than one million businesses worldwide, including over 90 percent of the
FORTUNE 500(R). Focused on businesses large to small, Avaya is a world leader
in secure and reliable Internet protocol 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 Web site:
For more information on the Gartner Magic Quadrant for IVR Systems and
Enterprise Voice Portals, visit
About the Magic Quadrant
The Magic Quadrant is copyrighted 2006 by Gartner Inc. and is reused with
permission. The Magic Quadrant is a graphical representation of a marketplace
at and for a specific time period. It depicts Gartner's analysis of how
certain vendors measure against criteria for that marketplace, as defined by
Gartner. Gartner does not endorse any vendor, product or service depicted in
the Magic Quadrant and does not advise technology users to select only those
vendors placed in the "Leaders" quadrant. The Magic Quadrant is intended
solely as a research tool, and is not meant to be a specific guide to action.
Gartner disclaims all warranties, express or implied, with respect to this
research, including any warranties of merchantability or fitness for a
(1) Magic Quadrant for IVR Systems and Enterprise Voice Portals, 2006.
Steve Cramoysan, Bern Elliot and Drew Kraus. Gartner Inc. 5 December
2006. ID Number: G00144047.
For further information:
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+1-908-953-7500, firstname.lastname@example.org Web Site: http://www.avaya.com