This recognition honors the company whose knowledge management strategy includes repeatable, effective processes for capturing, publishing and maintaining content in order to solve customer problems in a consistent and efficient manner. 

Avaya was honored during a luncheon awards ceremony at the SSPA Best Practices Conference in Santa Clara, California, in May of 2009. The prestigious peer recognition awards honor companies that demonstrate an ongoing high-level commitment to delivering world-class results in software and technical support. 

The criteria included an evaluation of Avaya's service industry peers on how it executes against best-practices in the following areas:

• Knowledge-Centric Culture
• Creation and Maintenance
• Cross-Channel Consistency
• Integrated Repository and Searching
• Retrieval Capabilities
• Customer Impacts
• Business Impacts