Avaya’s Jim Chirico, Telecom News, ET Telecom


NEW DELHI: The US-based business communications technology provider Avaya Inc. said that the company is facilitating digital transformation across businesses following the Covid-19 outbreak, and enabling them to strategically compete in the experience economy.

“Digital transformation is well underway for our customers. Avaya is enabling businesses to compete in the experience economy with smarter, more collaborative, more agile, more connected ways to interact and engage, to drive optimal business outcomes,” Avaya Inc president and chief executive Jim Chirico told ETTelecom.

On the back of contagious Covid-19-induced shutdowns worldwide, the business communication companies such as Avaya, Cisco, Microsoft and Zoom have witnessed a massive surge in adoption of their cloud-based video engagement platforms with a larger chunk of companies embracing remote work culture.

“We are seeing significant momentum in our work from anywhere solutions like Avaya Spaces, and the work from anywhere will absolutely be a long-term trend,” Chirico said, and added that the company exceeded its guidance in the wake of exceptional performance with stronger-than-expected sales last quarter.

Emerging from bankruptcy, the company has lately been able to junk off its legacy tag after debt restructuring and a new leadership team with Chirico at the helm.

Early this month, Avaya reported a quarterly sales of $743 million with on-year revenue swelling as much as 4%, and maintains a strong portfolio of nearly $2.25 billion of contracts on the books.

Company’s cloud and subscription revenue stood at 34%, up from 18% a year ago, and it added more than 1,600 new customers with 40% of those on cloud and subscription models.

Avaya’s contact center business performed well during the previous quarter over the past few years, and with a focus on cloud-based Artificial Intelligence (AI), the solution provider aims to further consolidate its positioning among rivals.

“We are delivering the most advanced AI through our own organic innovation as well as through our extensive ecosystem of leading technology companies that understand the value of working with Avaya,” the top executive added.The Durham-based communications company is co-innovating in the AI space with the likes of technology giants such as Google and Amazon, a development which it said would gather further momentum in 2021.

It has recently included an enhanced version of Google Cloud Dialogflow CX to its contact centre offerings to create virtual agents infused with voice-enabled AI capabilities to interact with customers.

Chirico said that since the customers continue to transform digitally and adjust their businesses due to the pandemic, the need for work from anywhere solutions would continue to grow worldwide.

In addition, the company has strategically reinvented as a cloud service provider, and serves large enterprises like HCL, StarTek, TechMahindra and MakeMyTrip in India, as well as the Uttar Pradesh government, to successfully adapt to new ways to engage with their employees.


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