Page 7 - AvayaExtra Q1 2018

1st Quarter 2018 Telecom Reseller: Extra Report on Avaya 7 Avaya Names Greg Pelton to Oversee Technology Strategy
SANTA CLARA, CA - Avaya has announced the appointment of Greg Pelton to vice president, technology strategy. He will play a key role in shaping Avaya’s technology strategy as the company continues its transformation into a services and cloud-based UC and CC solutions provider.
Pelton returns to Avaya a er previously serving as chief technology o cer for the government solutions arm of the company from 2011 to 2014. He was most recently
chief technology o cer and vice president, infrastructure engineering, for Polycom Inc., where he was responsible for the company’s innovation roadmap as well as leading its collaboration platform and cloud product engineering organizations. Prior to that, Pelton held several senior management positions
in technology and engineering at both Cisco Systems Inc. and Nortel Networks Inc.
“We are excited to bring back a proven leader like Greg to help us execute our technology roadmap,” said Nikos Nikolopoulos, senior vice president, Corporate Strategy, Development & Marketing. “Greg brings extensive experience in large and complex technology companies undergoing market transitions and with his prior knowledge of Avaya has already hit the ground running.”
Pelton’s responsibilities will include strategic growth and technology transformation initiatives as well as guiding the broader technology strategy for Avaya. Pelton will report directly to Nikolopoulos.
For more information, please visit www. avaya.com. l
Cautionary Note Regarding Forward-Looking Statements
is document contains certain “forward-looking
statements.” All statements other than statements
of historical fact are “forward-looking” statements for purposes of the U.S. federal and state securities laws. ese statements may be identi ed by the use of forward looking terminology such as “anticipate,” “believe,” “continue,” “could,” “estimate,” “expect,” “intend,” “may,” “might,” “our vision,” “plan,” “potential,” “preliminary,” “predict,” “should,”
“will,” or “would” or the negative thereof or other variations thereof or comparable terminology and include, but are not limited to, expected cash savings and statements about growth, exchange listing
and improved operational metrics. e Company has based these forward-looking statements on its current expectations, assumptions, estimates and projections. While the Company believes these expectations, assumptions, estimates and projections are reasonable, such forward-looking statements are only predictions and involve known and unknown risks and uncertainties, many of which are beyond its
control. e factors are discussed in the Company’s Registration Statement on Form 10 led with the Securities and Exchange Commission, may cause its actual results, performance or achievements to di er materially from any future results, performance or achievements expressed or implied by these forward- looking statements. For a further list and description of such risks and uncertainties, please refer to the Company’s lings with the SEC that are available
at www.sec.gov. e Company cautions you that the list of important factors included in the Company’s SEC lings may not contain all of the material factors that are important to you. In addition, in light of these risks and uncertainties, the matters referred to in the forward-looking statements contained in this report may not in fact occur. e Company undertakes no obligation to publicly update or revise any forward- looking statement as a result of new information, future events or otherwise, except as otherwise required by law.
AvayaChannelProgram to Focus on Empowering Partners for Customer Cloud Migration and Delivery
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an alternative perspective by redesigning its program, expanding its partner participation and rewarding growth and loyalty with new bene ts. Consequently, this motivates channels to drive growth in Avaya’s UCaaS and CCaaS business.”
Tim Banting, principal analyst, GlobalData
“We’re extremely excited to see the heightened focus on Cloud in the Avaya Edge Channel program. With incentives that are aligned with the market demand, it should help drive Avaya’s key partners and others to get on board.”
Bryan Dancer, president and CEO, Allegiant Technology
“Expanding the Avaya Edge program demonstrates Avaya’s commitment to providing the channel community the best tools to capitalize on growing market demands for cloud solutions empowering customers to easily integrate cloud services in a way that best meets their strategic objectives.
e new cloud tracks and specializations along with the associated bene ts helps us move our business from a CAPEX model to OPEX by reducing many of the gaps that would otherwise exist in the transition. We’re excited about
the numerous market opportunities and look forward to continue working with Avaya.”
Scott Clark, vice president, Marketing, ConvergeOne
“I am very excited about Avaya’s aggressive approach to their Cloud o ers and solutions relative to their FY 2018 Avaya Edge program. My partner and I made the decision about a year ago to take our company into the Cloud arena, and this program lines up perfectly.”
Jim Britton, COO, Lantana Communications
“With the 2018 updates to the Avaya Edge program, Telanet is happy to see that Avaya is rewarding partners who drive recurring cloud based revenues. Avaya Edge is ahead of the game in rewarding partners who have made or will make move to transition to a recurring revenue model. Recurring revenue will be the baseline model for anyone in this business.”
Daniel Silverman, president, Telanet
For more information, please visit www. avaya.com. l
Npowermovestothecloudwith4net,btandavaya
Guildford - 4net Technologies, a leading business communications supplier, has combined with BT and Avaya to provide the UK energy company npower with an innovative cloud-based contact centre solution.
4net Technologies has signed a multi- million pound contract with npower’s parent company innogy, to provide Avaya’s Aura® Contact Centre technology, delivered as a BT Wholesale hosted communications solution. e service will be fully managed by 4net, a market leader in delivering award-winning managed services.
e new managed cloud solution will introduce multi-channel customer contact as part of a single integrated solution, developing the customer experience through a new range of automated features.
e pay-per-use nature of the cloud solution replaces the need for upfront capital investment with monthly service charges which are aligned with customer demand following, for example, seasonal demand patterns.
e managed cloud solution will see
4net manage the end-to-end infrastructure, including delivering onsite and remote services to proactively manage the new platform.
is new platform, based on Avaya Aura technology, will allow npower’s agents to engage with customers via voice, email, SMS and web chat. Automated telephony features, including Interactive Voice Response (IVR), will route calls to the most appropriate agent while customers will have the option to serve themselves without the need to speak to an agent.
For example, customers will be able to pay their bill or enter their meter reading by simply pushing buttons on their phone. Avaya’s Aura platform o ers more than 700 features and applications, providing a resilient, scalable and extremely adaptable communications solution.
For complete security, these new capabilities will be complemented by BT Secure Contact, an innovative cloud solution which is underpinned by technology from Semafone. e product protects against fraud by ensuring that payment card details are never shared between the customer and the contact centre agent, giving customers complete peace of mind that their card details remain safe.
BT Secure Contact allows callers to input payment card numbers directly into their telephone keypad. e agent stays in full communication with the customer at all times, to help with any issues that may arise, which improves the quality of customer service. Customer details are transferred directly to the
“The range of applications we are able to deploy and way we are delivering the solution through the innovative use of cloud services will help transform Npower’s business, enabling them to be innovative in the way they work with their customers, improving customer experience but also reducing their costs through our consumption based pricing model.”
payment service provider (PSP), bypassing the contact centre environment entirely and thereby de-scoping the centre from the Payment Card Industry Data Security Standard (PCI DSS). is saves the organisation money and worry in meeting these compliance standards.
e end-to-end cloud service provided to npower will be delivered over BT Wholesale’s hosted communications platform, SIP Trunking and ultrafast Ethernet network which boast business grade levels of security, reliability and resiliency.
Richard Pennington, CEO of 4net Technologies said: “4net have been creating ground breaking, innovative solutions for our customers in both commercial enterprises and the public sector for a number of years however, this project with Npower is particularly exciting for us.”
“ e range of applications we are able to deploy and way we are delivering the solution through the innovative use of cloud services will help transform Npower’s business, enabling them to be innovative in the way they work with their customers, improving customer experience but also reducing their costs through our consumption based pricing model.”
“Over the years, we have built a reputation for long and successful relationships with our customers and we look forward to developing this with Npower.’
Gerry McQuade, CEO of BT Wholesale and Ventures, said: “ is is a terri c customer win for our partner 4net and we’re proud to be playing a key part in this deal. e partnership will o er a wide range of capabilities through the power of the cloud, backed up by our strengths in building and managing high performance Ethernet networks.
“ is deal demonstrates how resellers
can draw on the strengths of BT Wholesale and Avaya to deliver cloud and uni ed communications solutions without having to
make any capital investment. We believe
that the best resellers are built on the rmest foundations, and our combined strengths in networks and managed cloud services will help our channel partners to win new business and respond to their customer’s needs, now and into the future.”
Ioan MacRae, Managing Director of Avaya UK said: “We’re helping npower to respond to
a new generation of customers who prefer self- service and would rather pay their bill and input meter readings without speaking to an adviser.
“Avaya’s contact centre technology o ers greater customer choice and therefore provides a better customer experience. We are helping npower eliminate traditional customer service boundaries, while at the same time o ering
a exible and cost-e cient service that can
be managed in line with seasonal demand.
We are very proud of this partnership, which
is all about understanding the value of great customer experiences and exploring capabilities of improving the contact centre experience.”
Launched in June 2015, Avaya Cloud Solutions is sold in the UK by BT Wholesale via a select group of channel partners, and serves customers in the nance, government and industry sectors.
e managed Avaya cloud solution supports customer contact via voice, email, SMS and webchat and supports outbound campaigns using Avaya Proactive Outreach Manager (all presented to agents via a single desktop). It
also provides a rich suite of IVR applications, including Call Back Assist and Customer Survey and integration into Innogy CRM systems
using Avaya Experience Portal. Contact centre supervisors also have access to comprehensive Workforce Optimisation tools including Workforce Management, Quality Monitoring, Screen Recording and Speech Analytics.
For more information, please visit www. avaya.com. l