Avaya, Infosys partner for integrated CRM solutions

BANGALORE: Avaya Inc. a leading global provider of voice and data networks to

businesses has announced a partnership with Infosys Technologies Ltd., a global

leader in providing consulting and IT services, to strengthen its CRM solutions.According to the partnership agreement, Infosys will

enable Avaya to undertake complex CRM implementations for Australian

enterprises, and move into wider markets. This alliance is Infosys' first with a

product vendor in the Australian market and Avaya's first with Infosys anywhere

in the world.

The partnership covers Avaya's portfolio of Customer Relationship Management

(CRM) solutions, including Avaya Interaction Centre, Avaya Commitment Manager

and Avaya Business Intelligence. While Avaya's business partners will continue

to actively sell Avaya products and solutions, Infosys will manage the

implementation process for complex projects and ensure that the solution

integrates with the customers' business requirements.

In addition, Infosys' global strength in the CRM market opens up a number of

markets and opportunities for Avaya through projects initiated by Infosys. In

those projects business partners will deliver the appropriate products and

solutions, with Infosys managing the integration of the systems.

Avaya Australia, managing director, Carlton Taya, said, "Infosys'

systems integration business in Australia is growing strongly and this

partnership will undoubtedly present a number of new opportunities for both

companies. This relationship enhances Avaya's ability to provide the ultimate

level of customer support from sales right through to successful implementation,

using a very high quality and highly skilled group of professionals."

"In many instances businesses already have software and infrastructure

from other vendors. Infosys provides the capability to integrate these with

Avaya's CRM solutions as well as provide seamless integration with the

customers' business", said Infosys, country manager - Australia & New

Zealand, Ananda Rao.

A team of professionals from Infosys has undergone training in Avaya's

product portfolio. The group forms the hub of a Centre of Excellence (CoE),

located in Infosys' Development Centre in Hyderabad, India. More Infosys

employees will be trained to work in this center to exclusively support Avaya

CRM customers.

"Infosys has over 11,000 employees worldwide and 1,500 of these people

are solely dedicated to supporting the Asia Pacific region", said Rao.

"There is a support group for customers located in Australia and a pool of

Avaya-trained support staff in the Centre of Excellence." The CoE will also

develop and customise CRM solutions to meet the needs of individual customers in

Australia. Utilizing the skills of this dedicated team will help reduce

development costs that would in turn result in a lower total cost of ownership

for customers. Infosys is already working with Avaya on a number of projects in

Australia, and has some high profile customers.

"Avaya intends to capitalize on the increased reach and capabilities

that this partnership gives us", said Taya. "We look forward to a long

and successful relationship with Infosys."