Avaya recently unveiled its 'Avaya Outbound Contact Express' in Mumbai. "Though the product is targeted for enterprises across the globe, India is a very important market for us," said Gary Barnett, senior vice president and general manager for Collaboration Platforms at Avaya, during the launch. Barnett spoke to ComputerWorld India about the change of landscape around collaboration, and how Avaya is becoming more relevant as a secure communications company to Indian enterprises.
What makes you confident of the business opportunities with Avaya Outbound Contact Express?
Outbound contact centers have become critical for businesses today because companies emphasize on improving customer experience and reducing costs while increasing revenues. We have heard that customers do not want to approach different vendors and then set it up on their own. Our market research shows there is a gap, and we have an efficient product to bridge it. It is a very simple comprehensive solution targeted at the mid-market, and we believe it is a necessary addition to our portfolio in this region. This scope is not restricted to the Indian market alone; the explosive growth in the mid-market across the globe is a key target for this product.
What is special about Outbound Contact Express?
Avaya has always had a great IP in contact center. The unique part of the base product is integration of speech analytics technology through the acquisition of Aurix. CIOs want tangible results that can influence their business. As a part of Outbound Express, there is speech analytics which is a relatively new technology and not widely deployed. Analytics is seen as a powerful tool that can not only measure ROI, but also enhance it.
Collaboration across enterprises has witnessed a paradigm shift with the advent of mobile apps, BYOD, cloud, and social media. Isn't it tough for CIOs to enhance their UC roadmap time and again?
Most CIOs, as the first thing, have accepted that consumerization of enterprise IT is inevitable. This has truly stimulated BYOD. However, it has to be secure and available always. We are great at collaboration in Unified Communications and contact centers, and we can offer a reliable and secure BYOD setup. We are no longer seen only as a vendor company that puts great phones on people's desktops. CIOs are definitely seeing us in a different light, and for every phone we sell, we turn 2 to 3 BYOD licenses. This does not mean that phones are going away. It only means that BYOD adoption is increasing. So, it is not "pick your own device," but support a whole bunch of devices, including iOS devices, Android devices, and desktops. That is the big change, wherein CIOs seek our help to provide a secure and reliable mobility roadmap. Enterprise social media is another major trend. Social is clearly part of our strategy as are mobility, and BYOD. But we are not focusing greatly on social media as of now.
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