Avaya Acquires Tenovis and Strengthens Its Position as an End-to-End Contact Center Services Firm

This IDC Flash offers an analysis of Avaya's acquisition of Tenovis. Over the last few years, the provision of IT and business services around customer relationship management (CRM) and customer care has become a robust opportunity for technology and services providers around the world. In response to this, a growing number of vendors have begun to take initiatives to expand their product and service portfolios to better align with the market opportunity at hand. In some cases this has meant the organic development of complementary products, while in other cases it has translated to acquiring additional offerings to expand market penetration and footprint. The recent move by Avaya to expand its call center capabilities through the acquisition of a leading Europe, Middle East, and Africa (EMEA) brand is a clear example of a contact center services firm better aligning its portfolio to enhance market penetration and gain share in an increasingly expanding marketplace.