Avaya just capped off its biggest ever Engage conference, bringing more than 2,500 attendees, including partners and customers, to Austin, Texas.
The theme of the event was “Experiences that Matter.” It included 100 expo partners, sponsors and exhibitors.
Avaya updated attendees on its progress since emerging from chapter 11 bankruptcy a little more than a year ago.
Jim Chirico, Avaya’s president and CEO, told attendees his company will “provide you ways to further differentiate yourself,” and that Avaya has been a leader of change and technology advancements for more than 100 years.
“Innovation is in our DNA,” he said. “We’ve accomplished a great deal together. We’re proud that you want us and to work with us as our partner.”
Scroll through our gallery below for a recap of this event.
Welcome Appreciation PartyAvaya Engage 2019
kicked off with its Welcome Appreciation Party. The massive event included live music of all genres showcasing Austin's reputation as the "Live Music Capital of the World." The conference drew more than 2,500 attendees, including partners and customers, from 43 countries.
Goals for 2019
Jim Chirico, Avaya's president and CEO, told attendees his company's tagline is "make history in 2019 rather than repeating it." A significant portion of Avaya's growth this year will be in new technology. Decreasing its debt via chapter 11 bankruptcy, from $7 billion to $3 billion, is allowing the company to invest more in technologies like AI and mobility, he said.
Pushing Cloud Further
Gaurav Passi, president of Avaya’s cloud business group, said decades of deep understanding of the unified communications (UC) and contact center (CC) markets makes his company best positioned for cloud/digital transformation. Avaya is going to aggressively pursue the midmarket, and plans to continue its international expansion, heading next into India and Japan in the near future.
Laurent Philonenko, Avaya's senior vice president of innovation, told attendees his company is bringing two opportunities "to you right now." Mobility is creating unrivaled customer experiences and artificial intelligence (AI) is changing the game in CC and UC.
"It’s on everybody’s mind," he said. "This is coming, so the world is changing how it is accessing information and getting answers."
(Left to right) David Austin, Avaya's chief of staff, Lauren Philonenko, Jim Chirico and Gaurav Passi give a briefing focused on the company's goals in working with partners in 2019. Chirico said cloud revenue encompassed 11-12 percent of overall revenue in 2018, and private cloud
will play a significant role in moving larger customers to a cloud solution, therefore reaching the goal of $800 million in cloud revenue by 2021.
On the Solutions Expo floor, Avaya demonstrated how UC
and contact center come together with AI in one combined solution to provide an improved customer experience. The use case involved a Beyond Bank customer inquiring about interest rates for an auto loan.
Avaya Cloud Overview
In the Solutions Expo, Avaya demonstrated its expanded range of cloud offerings, including its new storefront in which customers can purchase different packages and receive agent referrals for assistance. Its OneCloud ReadyNow private-cloud offerings feature pre-configured, per-seat consumption and standard bundles of both UCaaS
The Aura Alliance
includes a network of more than 60 partners – including resellers – and is the world's largest Avaya-endorsed global alliance. It covers more than 120 countries and supports more than 1 million end users globally.
is Avaya's No. 1 partner in terms of U.S. revenue and was named Avaya's U.S. Service Partner of the Year. David Lover, its vice president of strategy and technology, said his company has "a lot of expertise in Avaya, and we look to that as some of the core components of what we're building and creating, and the problems we're solving for our customers."
Avaya and Verint Systems
announced an expansion of their partnership to introduce cloud deployments for Avaya Workforce Engagement Management, designed to improve the customer experience through operational intelligence in the contact center.
“Today’s announcement further extends the long and successful partnership between Verint and Avaya, and our customers can benefit from the deeper integration and joint R&D efforts to strengthen the consumption of Avaya IX Workforce Engagement alongside Avaya platforms anywhere,” said John Bourne, Verint's senior vice president of global channels and alliances.
Carousel IndustriesCarousel Industries
of North America, which sells and supports all of Avaya's portfolio, was named Overall Partner of the Year. In 2018, the company invested in all things Avaya, forming an Avaya Cloud team designed to ensure strategic alignment.
Jabra GNJabra GN
is an Avaya-certified shop and works through its reseller channel. It recently the launched the newest addition to its Elite range of headsets – the Elite 85h headphones – featuring noise cancellation and Hear Through technology, which allows users to decide how much of the outside world reaches the listener.