Avaya and Infosys partner for integrated CRM solutions
Alliance is the first of its kind for Infosys in Australia
SYDNEY, AUSTRALIA 23 July 2002: Avaya Inc. (NYSE:AV), a leading global provider of voice and data networks to businesses, today announced a partnership with Infosys Technologies Ltd (NASDAQ:INFY), a global leader in providing consulting and IT services, to strengthen its CRM solutions.
Utilising the skills of one of India's most successful integration and consulting companies will enable Avaya to undertake complex CRM implementations for Australian enterprises, and move into wider markets. The partnership covers Avaya's portfolio of Customer Relationship Management (CRM) solutions, including Avaya Interaction Centre, Avaya Commitment Manager and Avaya Business Intelligence. This alliance is Infosys' first with a product vendor in the Australian market and Avaya's first with Infosys anywhere in the world.
While Avaya's BusinessPartners 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 BusinessPartners will deliver the appropriate products and solutions, with Infosys managing the integration of the systems.
According to Carlton Taya, managing director, Avaya Australia, Infosys was chosen as a partner because of its potential in the Australian market. "Infosys' systems integration business in Australia is growing strongly and this partnership will undoubtedly present a number of new opportunities for both companies", said Mr. Taya. "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."
Another strength of this partnership is Infosys' ability to integrate Avaya's portfolio of CRM solutions with third - party products. "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 Ananda Rao, country manager - Australia & New Zealand, Infosys Technologies.
As part of the agreement, a core team of Infosys employees have undergone intensive training in Avaya's product portfoliol. This 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 centre 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 Mr 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. Utilising the skills of this dedicated team will help reduce development costs resulting 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 capitalise on the increased r each and capabilities that this partnership gives us", said Mr Taya. "We look forward to a long and successful relationship with Infosys."