Avaya’s Cloud Strategy Meeting Buyer Needs with a Robust Ecosystem of Partners

Now, more than ever, it seems the cloud is baked into every conversation we have with customers and partners. Analysts estimate that 1 in 3 servers, switches and storage arrays are being sold into public and private clouds today. Last year, $16.5 billion was spent on cloud infrastructure in the U.S.

The trend is clear—on-premise communications solutions like PBXs and email have stagnated, while cloud-based unified communication is growing 20 percent year-over year. Similarly, the demand for contact center-as-a-service is on the rise.

Avaya has invested heavily in this space, developing and delivering cloud solutions that solve our customers’ pain points.

Not every customer wants the same cloud solution—public versus private, infrastructure versus applications, team engagement versus customer engagement, multi-tenant versus multi-instance, etc. Avaya has adopted a strategy leveraging shared investment in cloud capabilities across the broad market.

We offer Avaya-branded solutions (such as AvayaLive Video) directly to the market, Avaya-powered solutions (like unified communications-as-a-service and contact center-as-a-service offered by BT Wholesale) through business partners, and professional services and platforms (like Avaya Private Cloud Services and Avaya Collaboration Pods) to help businesses drive their own cloud strategy.

Using core technologies like Avaya Aura and Avaya Scopia, and working with partners like VMWare and HP, Avaya is creating platforms that deliver engagement solutions on cutting-edge cloud platforms.

Avaya has worked in the labs and on the road with leading companies in the cloud ecosystem, recruiting strategic partners to bring cloud solutions to market. We have partnered with:

  • Google to offer customer engagement solutions for remote agents (Avaya Agent for Chrome) and cloud-based contact center infrastructure (Customer Engagement OnAvaya Powered by Google Cloud).
  • HP is enhancing its existing cloud business by delivering a combined portfolio of Unified Communications-as-a-Service and Contact Center-as-a-Service to deliver private cloud solutions to enterprise customers. In addition, we are leveraging HP servers within Avaya’s Collaboration Pods to host private cloud solutions and migrating HP’s internal customer engagement solutions to a CPOD infrastructure built with OnAvaya.
  • VMWare to offer VCloud Air services to host engagement solutions in their public cloud.
  • Salesforce.com to integrate our customer engagement solutions with SFDC customer relationship and sales force automation management.

We’ve worked with these partners to develop joint sales and go-to-market programs to identify market segments with the greatest need for our cloud solutions, working to enable our combined set of channels, and business partners to learn the skills and business processes necessary to deliver high value cloud-based solutions.

Our solutions that deliver engagement-as-a-service are delivered to market via an ecosystem of business partners.

Service providers like BT, Verizon and Windstream are building OnAvaya cloud solutions and bundling them with network access, while systems integrators and distributors like Dimension Data, Synnex and Catalyst are integrating engagement capabilities into business applications and processes.

Both paths to market have direct impact on our customers’ success. OnAvaya solution adoption has led to higher revenues and customer satisfaction and reduced costs and cycle times. For example, when Dimension Data delivered contact center-as-a-service solutions to their clients in the financial services sector in the UK, they quickly found that CSAT, Net Promoter, and other objective measures of customer satisfaction improved.

When RealPage implemented a virtualized private cloud solution to meet their communications requirements, they saw a 30 percent reduction in equipment and maintenance costs–with no downtime and no dropped calls.

“It’s hard for me to believe, being a dyed-in-the-wool, committed-to-stability dial tone guy, but it’s more than adequate enough,” said Joe McCorkle, RealPage Director of IT for Voice and UC Services, summing up his experience with OnAvaya’s virtualized private cloud UCaaS.

How can Avaya help your company achieve better business outcomes with the cloud? Visit our cloud solutions page for more.

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