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Avaya Tackling 'Challenges That Have Obstructed Our Growth and Yours'

By Kelly Teal
June 15, 2012 - News

Avaya Inc., coming off some hard times competing in a down economy, is touting changes to its partner program – changes requested by VARs and dealers.

“We know there have been some challenges that have obstructed our growth and yours," Tom Mitchell, senior vice president and president of Avaya Go-To-Market, told partners on a June 14 webchat.

But rather than dwelling on the negatives, the company has charged ahead with improvements, and highlighted those on Thursday. For example, over the past 90 days, Avaya has introduced guaranteed partner performance incentives that better predict costs.

"This is a tangible economic benefit that you asked for and we delivered," Mitchell said.  

Avaya also redesigned its professional credentials, offering more relevant content requiring fewer hours to complete. This should especially appeal to smaller partners who can't afford for employees to spend too much time away from their core jobs. In all, Mitchell said Avaya has cut its training time from nine days to five.

"This means less cost, complexity and time to you," he said.

Other enhancements include an easier process for quoting data networking products and the ability to convert a quote into an order; a 76 percent drop in customer update times; a 60 percent decrease in problem resolution time; and a 56 percent reduction in unresolved backlogs. In addition, more partners are increasing their capabilities and getting certified, so they're moving up the silver, gold and platinum program levels.  At the same time, Avaya has gotten rid of partners who weren't meeting threshold requirements.

"All of these metrics point in the right direction," said John Spiliotis, vice president of field management for Avaya.

Much of the information covered in the June 14 webchat remained under embargo; Avaya won't be ready to publicly discuss upcoming product and market launches until later this year.

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