28 August 2018
The communications industry needs its best suppliers around if it is going to drive change, innovation and digital transformation
It turns out that Chapter 11 needn’t be the end of the story; not if you’re Avaya, at least.
Much has been written about the financial travails suffered by one of the world’s leading communications companies. Much more should be written about its emergence and resurgence. Why? Because the return to form of Avaya is not just good news for existing customers and partners, it’s good news for anyone who wants to see a vibrant and competitive communications space.
As firms seek direction before embarking on their digital transformation journeys and as they look to marry unified communications with contact centre services, they need suppliers who can deliver first class customer, client and employee experiences. Avaya fits the bill. And we say that as a partner that had to help our customers mitigate risk during Avaya’s struggles which ended when the firm exited Chapter 11 financial protection last December.
President and CEO Jim Chirico believes third quarter 2018 results represent “continued stability” and a “solid foundation for a strong finish to the fiscal year”. It’s not difficult to see why he is quietly optimistic – revenues up year-on-year; losses down; gross margins, bookings and cash reserves all up. At the same time, the divestiture of its networking operation has brought new focus to the business, while the release of the latest version of Avaya IP Office and a new version of Avaya Workforce Optimization suite have breathed fresh life into unified communication and contact centres, respectively.
And this matters not just to Avaya but to the rest of us, too. Here’s why:
1. Avaya understands customer needs
Twenty-six million users of IP Office, its contact centre solutions present in over 150 countries worldwide and technology used by 95 percent of Fortune 500 companies. This is evidence of a supplier that knows what its users want. Moreover, Avaya’s appearance as a Leader in Gartner’s latest Magic Quadrant both for unified communications – the ninth time on the list – and for contact centres – the 17th time on the list – is evidence of its continued relevance.
2. Avaya innovates
When Gartner ranks its Magic Quadrant Leaders, it is looking not only for “companies that execute well against their current vision”, but those that are “well positioned for tomorrow”. Gartner is looking, in other words, for companies that can adapt to changing need. Again, Avaya fits the bill. In the last three months it has obtained its first patent and customer implementation for Avaya Mobile Experience, a technology that transforms the contact centre experience for smartphone users; and it previewed the Avaya Innovation Incubator, charged with creating disruptive solutions focused on mobility, security and artificial intelligence. This is a company that is thinking about tomorrow.
3. Avaya understands digital transformation
Here at G3 Comms, our ever-closer working relationships with the likes of Microsoft and Genesys, as well as Avaya, are indicative of the shift to cloud and the growing demand for our ability to integrate multi-vendor systems. Digital transformation is underway. However, it comes in many shapes and sizes and requires a blend of technologies and a range of suppliers to deliver it successfully. Avaya’s willingness to innovate and adapt means it, too, will be part of the digital transformation story. Its portfolio of contact centre solutions – cloud, on-premise or hybrid – provides the secure and flexible foundations to power seamless, self- and assisted-service across any channel. On the UC side of the equation, meanwhile, cloud-based IP Office 11 promises a single hub for all business communications. Not only that but, as we’ve noted before, by integrating with Equinox, the net result is action-oriented workflows; ‘single pane’ visibility of all meetings, messaging and conversations; and reliable, remote and mobile working on any device.
4. Avaya puts its faith in partners like us
At G3 Comms, we’ve got over 30 years’ experience in voice and data, a track record of working with industry-leading companies and offering award-winning support. We know our customers. And we know our stuff – which is why the likes of Avaya puts their trust in us. Avaya calls us a “trusted advisor” for a reason.