A new market analysis conducted by Frost & Sullivan (News - Alert) found that Avaya, the global cloud communications provider, is currently dominating the Southeast Asian region.
The innovation and success that the company experienced over the last year has led Frost & Sullivan to declare the company as the clear market leader in the region, and was also named the Malaysian company of the year. Avaya (News - Alert) has recently expanded its solution portfolio, including Avaya’s OneCloud Intelligent Xperiences (IX) Contact Center, which offers businesses and enterprises with comprehensive CCaaS architecture with scalability, security, and in-depth analytics. The company offers a number of other customer service solution options ,such as Avaya Oceana, Avaya Agent Scripting, and Avaya Teamspace.
"Avaya has been an undisputed market leader in contact routing solutions in Asia-Pacific. It has enhanced its inbound solutions' capability through substantial investments in AI," said Krishna Baidya, Head of Customer Contact Research, Digital Transformation. "Its reliable, scalable, and intelligent contact center solutions have enabled organizations of all sizes and needs to deliver excellent customer experiences cost-effectively. With an ecosystem of loyal partners and long-standing relationships with customers, Avaya has garnered 18.5 percent market share in a competitive segment."
The pandemic has been a major driving force for the surge in demand for cloud based-customer service solutions, and Avaya has proven itself to be an adaptive organization by addressing the urgent need for contact center support across the region.
"In Asia-Pacific, the steady growth in the migration of Avaya's on-premise customers to cloud platforms has been accelerated by the COVID-19 pandemic. This migration is expected to increase in developed markets such as Japan, South Korea, Singapore, and Hong Kong," noted Baidya. "Overall, with more than 5 percent year-on-year revenue growth in 2019, the company continues to enjoy high growth in India, Indonesia, Malaysia, the Philippines, Singapore, and Vietnam."