Avaya eyes contact center market to launch Intelligent Communications

NEW DELHI: Avaya Inc. is eyeing the contact center market in India for its latest product offering of ‘Intelligent Communications’ (IC).

Avaya offers solutions for IP telephony, unified communications, contact centers and small and medium businesses. The company has launched its new solution called the Intelligent Communications.

IC is a solution through which business processes are integrated in to a single window offering number of services. It includes all the communication tools from web chat, email and phone integrated into a single application.

Dave Jhonson, senior vice-president, Global Channels Development, Avaya, said that the company wants to lead the IC revolution in India. “IC means bringing together communication. This is the integration of technology to improve the overall business process,” Jhonson said.

He said that the contact center market in India holds immense potential for the company’s business. However, the IC market is at a nascent stage in India and is expected to grow in the next two years.

“We have 40 per cent market share in the global contact center business and India is a major contributor to it. So we are ballistic about the growth here,” Jhonson said.

The mature markets in the implementation of IC are US and Western Europe (like UK). He said that the company is currently targeting to bring the IC offerings for its customers in the Asia-Pacific region.

The company is also targeting its IC solutions for the banking, finance and insurance sector, government and the SAP technology customers.

Referring to the recent merger agreement of Avaya Inc. with Silver Lake, an investment firm focused on large-scale investments in technology-driven growth industries, and TPG Capital, a private investment partnership, Johnson said that the merger would be formally completed by October 2007. The merger agreement was valued at around $8.2 billion.

He added that the company is open to merger and acquisition. “We are open to any mergers and acquisitions but currently we do not have any such plans in India,” he added.

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