Avant is a new “master” agent for Avaya Cloud Office across Europe. The product was initially offered in the United Kingdom before the solution is rolled out across the continent and comes after the Avant channel began offering stuff in the United States.
Avaya Cloud Office was created through the strategic partnership with RingCentral and provides communications and collaboration capabilities across multiple channels to meet the unique needs of customers across the globe.
The Partner Community Council today announced that its EMEA Conference 2020 will take place online. This free event is aimed at enabling Avaya partners across the UK and Europe to continue help partners learn about the new tools, processes and portfolio to drive new business. This event will be delivered on Avaya’s Spaces collaboration tools in response to the coronavirus pandemic.
The conference, originally scheduled to take place face-to-face in Manchester, will run from April 20 to 22. The virtual event will be available via Avaya Spaces, a cloud-based meeting and team collaboration platform that enables employees to connect remotely. Spaces contains an extensive set of features, including voice and video conferencing for up to 500 participants both in office and on-the-go.
Avaya is providing its Avaya Spaces collaboration software for free to education institutions, including colleges and universities, along with qualified non-profit organisations worldwide.
Since January, Avaya has seen a 200 percent increase in video collaboration traffic on this platform.
Avaya CEO Jim Chirico said: “Coronavirus (COVID-19) is impacting the lives of people around the globe and every day we hear new sobering stories about the very real health and safety implications of the spread of this virus.
Avaya is pushing its subscription, software-as-a-service (SaaS) and cloud sales model to partners.
Speaking to the gathered throngs at the Avaya Engage conference, Jon Brinton, Avaya’s vice-president of North America channel sales said the vendor had increased partner incentives to encourage more subscription and services business.“We’ve made those changes to focus more on the company’s strategic imperatives for the enterprise customer – the migration to SaaS or subscription”, he said.
Brinton confirmed that Avaya was gearing its partner engagement around customer preference for cloud, and customer service becoming “multi-experience” – “incentivising our channel to work with our customers to help them as they develop their buyers’ journey for the modern consumer”.
Targeted at small and medium-sized enterprises (SMEs), Avaya Cloud Office will combine RingCentral’s UCaaS platform with Avaya phones.
The company also said that its enterprise private cloud offering, ReadyNow, which it rolled out last year, was now the fastest-growing part of its business in Europe, the Middle East and Africa (EMEA).
Avaya highlighted its investment in a new contact-centre-as-a-service (CcaaS) platform, Avaya IX-CC, which it described as being “built from the ground up as a cloud-based solution developed on a microservices architecture.”
Avaya’s new communications-platform-as-a-service (CPaaS) offering is billed to provide customers “to build apps with ease and integrate them into any application, workflow or communications system”.
Avaya announced the appointment of Steve Joyner as managing director of the UK and Ireland (UK&I). Reporting to Ronald Rubens, vice president, Europe, Joyner will lead the company’s evolution into a cloud-centric communications provider and run Avaya’s global cloud strategy in the UK&I.
Joyner began at Avaya following the acquisition of Nortel in 2009 and has held multiple engineering, sales and channel roles in the UK and the Middle East over his 30-year career.
Avaya said that it has expanded global availability of its Device as a Service (DaaS) offering, allowing businesses to acquire the outfit’s latest smart devices with a monthly subscription rather than an upfront purchase.
The move follows the successful introduction in the United States in 2018 and is being rolled out in Europe.
Avaya announced its IX Subscription programme, which is supposed to make it easier for enterprise customers to buy and even consume Avaya’s communications and collaboration solutions.
The Avaya subscription programme provides customers with a new consumption-based alternative to “traditional” perpetual pricing models, and can also help move them to a cloud.
The company said the programme – offering monthly or annual subscription payments – lets customersavoid the complexity and cost of software licensing and contract renewals.
Avaya introduced its new cloud-native, Unified-Communications-as-a-Service product to its partners.
The system runs on the Google Cloud Platform.
Initially available in 24 markets globally, this new offer enables Avaya partners to move SMBs more effectively to Google Cloud communications.
Avaya’s Irish partners have signed more than twice the number of Avaya IX seats for unified communications than were signed in the first six months after the product’s launch in February 2018.
This represents thousands of cloud seats being taken up by Irish businesses over the past half year alone. Avaya currently has 3.7 million cloud seats between its public and private offerings globally.
Avaya is deepening its integration with Google Cloud to use the AI and cloud capabilities of both companies.
The outfit is embedding Google Cloud’s machine learning technology within Avaya conversation services powering the contact centre, enabling easy integration of digital AI capabilities for consistent and intelligent customer experience.
Avaya Holdings has opened a new “Customer Experience Centre” (CEC) in Guildford.
The facility will act as the UK’s leading showcase of the latest contact centre, communication and collaboration technology that is enabling the digital workplace and digital customer experiences, the company claimed.
The UK lags behind the rest of the world when it comes to customer communication according to a report by Avaya Holdings and Davies Hickman Partners.
Three-quarters of UK consumers have expressed frustration at how difficult it is, when interacting with an organisation, to switch from one means of communication to another without having to start the process over again.
Avaya has won the top slot in the Gartner Magic Quadrant for Unified Communications for the ninth time.
Companies in the Leaders quadrant of the Gartner Magic Quadrant are defined as companies that “execute well against their current vision and are well positioned for tomorrow”.
Jim Chirico, President and CEO, Avaya said: “We are proud to have been named as a Leader by Gartner in the 2018 Magic Quadrant for Unified Communications, included for the ninth time. Earning this distinction, we believe, reflects our continued innovation and differentiated and valued solutions in UC. More importantly, we feel it also reflects on the deep relationships we have with our clients, providing them with communication solutions that help enable their organizations to operate in a highly mobile, competitive and fast-paced environment. Combined with our recognition earlier this year as a Leader in the 2018 Magic Quadrant for Contact Center Infrastructure, Worldwide, it’s our view that Avaya is clearly reinforcing our status as a trusted solution provider for companies of all sizes on their digital transformation journeys.”
Avaya improved its position on both ability to execute and completeness of vision compared to the previous year’s results.
Avaya has been investing significantly in its Unified Communications portfolio to provide customers the solutions they want and need to fully leverage UC, including telephony, video, mobility, messaging, meetings and team collaboration.
The 2018 Magic Quadrant for Unified Communications report evaluated eight UC vendors on completeness of vision and ability to execute. Gartner then positions companies within one of four quadrants: Visionaries, Niche Players, Challengers, and Leaders. Gartner defines “Unified Communications Solutions — equipment, software and services — as offerings that facilitate the use of multiple enterprise communications methods to achieve those aims. UC solutions integrate communications channels (media), networks and systems, as well as IT business applications, and, in some cases, consumer applications and devices.” Gartner divides UC into six broad communication product areas: Telephony, Meeting Solutions, Messaging, Presence and Instance Messaging (IM), Clients, and Communications-Enabled Business Processes.
In May, Avaya was positioned as a Leader in the 2018 Gartner Magic Quadrant for Contact Center Infrastructure, Worldwide, marking the 17th time that Avaya has been in a Leader position.
Avaya has introduced a new version of the Avaya Workforce Optimisation suite, which improves service quality, operational and employee productivity and data privacy with a series of new features and tools.
The major software release should help customer engagement and comply with existing and emerging industry regulations such as the General Data Protection Regulation (GDPR).
IDC research commissioned by Avaya found that employee productivity is a key driver of digital transformation – a necessary step that sets the groundwork through which enterprises are better prepared to achieve the higher revenue growth associated with better customer experience.1 While optimising the customer experience and service delivery is critical to winning and keeping business, only 28 percent of companies believe they integrate customer communications with fulfilment and distribution extremely well.
Chris McGugan, Avaya SVP, Solutions and Technologies said that while more and more companies understand that providing a great customer experience is good business, many have a long way to go to bring all the parts together that make that a reality.
“Customer experience is a function of fully integrated, customer-facing, efficient and effective workforce support and back office processes. Avaya Workforce Optimisation helps ensure that the employees engaged in service delivery meet the standard of excellence that customers expect and deserve, and helps drive business profitability and growth.”
Avaya Workforce Optimisation also addresses a key concern of enterprises and customers around the world today: securing personal data and keeping it private. Driven by the European GDPR requirements, Avaya strengthened data privacy with the newest features to help securely record, process, archive, and protect customers’ data to reach compliance goals.
Other features included in the latest Avaya Workforce Optimisation release enable enterprises to:
· Improve operational effectiveness and accuracy with real-time speech analytics – Calls can be monitored in real-time to detect words and phrases of interest and to drive interactions to better outcomes.
· Improve customer and employee satisfaction – Supervisors and quality managers become better coaches and improve employee engagement through automated quality management, speeding scoring for some or all questions on evaluation forms.
· Improve data privacy and regulatory compliance – Enterprises can safely record, archive and protect personal data through advanced, 256-compliant encryption, Payment Card Industry Security (PCI), data identification and tagging and identify consent/no consent situations to help ensure GDPR compliance.
Michael Lazarus, Information and Communication Technology (ICT) Manager at HomeChoice said his outfit’s quality assurance staff can now quickly adjust to customer needs.
“If people struggle to access something on our website or think that a feature is not user-friendly, we hear about it immediately from calls, surveys, and quality assurance scores, and can start to implement the desired changes straightaway. Because we can provide better service, our customers are even more satisfied than before.”
Avaya has announced the global release of the new version of Avaya IP Office which is a UC platform.
The latest version adds support for Avaya Equinox and new capabilities that provide an enterprise-level experience with the ease of use and management that small and midsize businesses require.
Chris McGugan, SVP, Solutions and Technologies, Avaya. said that by providing a single app to access all the tools they need to efficiently communicate and collaborate “we’re truly enabling teams to work smarter, not harder”.
The company said the product was a huge market opportunity for Avaya and its partners.
“IP Office serves an enormous base – 26 million users and growing. The new release is the most scalable solution in the market today and the only one that offers contact centre-like features to any size of business, embedded in one solution package. Users now have the richness of enterprise UC solutions, all in a single application, on premise or in the cloud”, McGugan said.
Solution provider and Avaya partner Derek Gray, Carousel Cloud Solutions said that it’s important that it had a record of live conversations to ensure that it had a reference point of critical elements affecting a client’s satisfaction.
“Chronicall with IP Office logs everything that happens on the call, providing us with call history, recording and real-time reporting, with a clean, easy to use interface. This not only provides us with what we need, but is also a perfect fit for our customers.”
Partners using Avaya’s Powered by IP Office cloud platform also benefit from these new capabilities and can offer them to new or existing customers in either a full cloud or hybrid cloud deployment delivery model. Partners will also have new installation wizards and management tools to make it even easier and faster to deploy and manage both premises-based and cloud options. For example, the new Cloud Operations Manager simplifies administration of large multi-customer cloud deployments, upgrades, patching and application inventory with role-based administration that helps ensure security.
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