-- Triple-Digit Growth in Sales of Avaya Voice Portal Self-Service
Software Help Company Lead the Market with a 22.7 Percent Share
NEW YORK, Aug. 21 /CNW/ -- SpeechTEK -- Avaya Inc. (NYSE: AV), a leading
global provider of business communications applications, systems and services,
today announced it has received Frost & Sullivan's 2007 North American Market
Leadership Award for Interactive Voice Response (IVR) based on its leading
market share and strategy in IVR solutions.
According to Frost & Sullivan's latest research(1), Avaya leads the North
American IVR market with a 22.7 percent share. The company's success is led
by sales of the Avaya Voice Portal, a software platform that uses Web Services
to provide companies with a faster, easier way to deliver speech-enabled self-
service across highly distributed enterprises.
"Through product innovations that make it simpler for companies to deploy
speech-based self service solutions, Avaya is building on its large installed
base and finding increased success in the market," said Ian Jacobs, senior
analyst, Frost & Sullivan. "The company has seen a triple-digit increase in
its Voice Portal shipments over the past year, contributing to the company's
significant growth in the self-service arena."
For more information regarding Frost & Sullivan's Best Practices Awards,
go to www.awards.frost.com.
In a separate release today, Avaya is announcing the debut of new
software releases for Avaya Voice Portal, Avaya Interactive Response and other
solutions in the company's self-service and IVR portfolio. The company's
solutions are used by organizations as diverse as direct marketing giant Harte
Hanks and the interpretation service, Language Line.
At Harte Hanks, Avaya's award-winning Voice Portal is helping the
organization better route calls for technical support to improve the customer
experience. Callers are prompted to request the kind of help they need in
natural spoken language. Their response is used to route automatically calls
to the most appropriate agent -- whether the customer needs help with a
specific problem or advice from a specialist. Harte-Hanks has made
significant reductions in average call transfer times, getting customers to
agents more quickly.
Language Line (www.languageline.com) uses Avaya Voice Portal's high-
availability and multilingual capabilities to provide on-demand, over-the-
phone interpretation services in more than 170 languages to customers around
the globe. The company is able to distribute self-service support across its
contact center infrastructure, which helps to ensure callers reach appropriate
interpreters quickly -- regardless of where in the world they are based and
whether they are working in a company contact center or taking calls from
"Avaya's leadership in IVR solutions is a result of steps we have taken
to help ensure that businesses can maximize the benefits of self-service in an
era of Intelligent Communications," said Jim Smith, vice president and general
manager, Customer Service Applications Division, Avaya. "By embedding IVR
applications with the latest standards-based speech technologies and offering
simplified ways to develop new self-service applications, Avaya can help
organizations enhance customer service for greater business results."
This week Avaya is showcasing products in its self-service software
portfolio -- Avaya Voice Portal, Avaya Dialog Designer and Avaya Interactive
Response -- during SpeechTEK 2007, a leading speech industry event scheduled
for August 20-22 at the Marriott Marquis in New York City.
Avaya delivers Intelligent Communications solutions that help companies
transform their businesses to achieve marketplace advantage. More than 1
million businesses worldwide, including more than 90 percent of the FORTUNE
500(R), use Avaya solutions for IP Telephony, Unified Communications, Contact
Centers and Communications-Enabled Business Processes. Avaya Global Services
provides comprehensive service and support for companies, small to large. For
more information visit the Avaya Web site: http://www.avaya.com.
(1) North American IVR Systems Market. 2007. N185-76. Frost & Sullivan
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