- Avaya Japan received the highest expected share of 54.2 per cent based on the number of contact center licenses -- nearly 25 points ahead of nearest competitor
Avaya Inc. today announced that MIC Research Institute (MIC), an independent research company in Japan, has ranked Avaya as the leading provider of communications solutions for the Contact Center market in Japan for the twelfth consecutive year.
According to the MIC report titled: "Current Status and Outlook of IT Solutions Market: CRM Enablement," Avaya Japan received 54.2 percent of the market -- 24.8 points ahead of the closest competitor -- based on the number of contact center licenses to be shipped in 2012.(1)(2)
MIC predicts that Avaya will sustain its leading position due to expanded offers that include social media management technologies and Voice of Customer consulting services. In addition, the report cites strong contact center applications such as Avaya Agent MAP® and StationLink which are developed locally to address the needs of Japanese customers.
According to the MIC report, the Japanese contact center market size in 2011 was 28,350 million Japanese yen, with growth predicted for 2012 as companies begin to upgrade systems deployed around 2005. In addition, the market may also be driven by measures taken by Japanese companies engaging in Business Continuity Planning (BCP) for their contact centers following the disaster that occurred on March 11, 2011.
"Japanese companies have a new perspective on enterprise communications since the disaster occurred last year. In addition to BCP planning, an increasing number of companies are adding new channels such as social media or web chat to contact centers. Avaya is leading the market to a new level of service by focusing on expanding collaboration functions for customer service."
Robert Stevenson, Managing Director, Japan, Avaya
Tags: Avaya, contact center, market share, leader, social media, customer service technology
(1) Research period covered for 2012: January 12, 2011 to April 18, 2012
(2) MIC Research Institute researches shipment in number of seats in addition to the shipment value. This is because most foreign vendors including Avaya use channel partners in Japan, making foreign vendors' average selling price lower than Japanese vendors, which typically sell direct to end users. The figures are for estimated annual sales in calendar year 2012.
Avaya is a global provider of business collaboration and communications solutions, providing unified communications, contact centers, networking and related services to companies of all sizes around the world. For more information please visit www.avaya.com.
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