Avaya is leading the worldwide contact centre market, according to Gartner's
new report on this key market, driving customer service for companies around
The report, which measured 2007 global contact centre market share, states
that "Avaya is number one" in contact centre revenue and shipments across
all measured categories and regions, including the market for Internet
protocol (IP)-based contact centres.
According to Gartner, Avaya represents 38% of the global market for contact
centre revenue and 40% of the global market for contact centre shipments –
figures that are in both cases about 25 points ahead of the nearest
competitor. Specifically in the Europe, Middle East and Africa (EMEA)
contact centre market in revenue, Avaya leads with 32% of the market, which
is 14 points ahead of its nearest competitor.
In the North American contact centre market, including the US and Canada,
Avaya leads with 43% of the total market for contact centre revenue. In
other regions, Avaya delivers similar strength in contact centre revenue,
leading Asia Pacific with 35%. In the Latin America region, Avaya grew more
than 100%, and represents half of the region¹s share for contact centre
revenue about three times its next competitor.
According to Gartner, the market for contact centre revenue is nearly
$2.4-billion. Gartner defines contact centres as computer-based systems that
provide call and contact routing and prioritisation for high-volume
telephony and multimedia transactions. They support critical customer
service functions around the world through specialist answering "agents" and
use sophisticated real-time contact management and reporting systems.
Additionally, Gartner's report highlighted the rapid growth of IP-based
contact centres, with shipments growing 37% year over year to now represent
49% of the worldwide contact centre market (comprised of both TDM and IP
Next year, Gartner expects the migration to IP-based contact centres to
accelerate, as more businesses turn to IP for its more functional multi-site
and virtual customer service capabilities.
According to Gartner's report, Avaya led the IP contact centre category with
36%, 16 points ahead of its nearest competitor.