In my conversations with customers, one thing is clear: Midsize companies are excited about Avaya’s track record of success creating products tailored to the midmarket.
Yes, we install big Team Engagement and Customer Engagement solutions (formerly known as Unified Communications and Contact Centers) for the world’s largest companies and service providers, and the bulletproof reliability of these systems is a key differentiator in the market. The geniuses working inside Avaya Labs leveraged that architecture and experience to produce highly-reliable and useful engagement solutions for small and medium-sized business–giving them the same capabilities as large enterprises.
The midmarket (defined as companies with 100 to 2,000 employees) is not new for Avaya. The company has always been a strong player in the midmarket space, since long before it was an independent company. As part of AT&T, the Merlin was launched in the early 1980s, while Nortel (acquired by Avaya in 2009) launched the Norstar system in the late 1980s. While these systems are neither sold nor serviced anymore, they are still in use by many SMBs around the world.
The company launched Communication Server in the late 1990s, a software-driven IP PBX that ran on industry-standard servers. Avaya’s resellers saw the opportunity to sell a reliable, easy-to-manage communications platform to SMBs. The Business Communications Manager launched as Avaya acquired Nortel, and SMBs loved the solution so much that it experienced the fastest product revenue ramp in company history.
Enough said, right?
We have consistently delivered wave after wave of innovative communications solutions to SMBs around the world. As interesting as the history is, today’s midmarket business owners and executives want to know “What have you done for me lately?” The answer is Avaya IP Office, the most flexible, reliable solutions available to fulfill the midmarket’s engagement requirements. We enhanced the offer by marrying IP Office to Avaya’s networking and video solutions, to assure reliable, ubiquitous availability of a broad range of communications and collaboration capabilities.
But don’t take my word for it… let’s ask our customers:
Carlo’s Bakery (The Cake Boss from TLC): After landing on the TLC network as the Cake Boss, Buddy Valastro was faced with rapid growth and overwhelming customer demand. Using a combination of IP Office, Scopia Video Conferencing, Avaya wired and wireless networking and mobile clients, Carlo’s Bakery was able to improve customer satisfaction, reduce customer wait times (in-store and inside the contact center), optimize logistics processes, and reduce telecommunications charges–all while growing the business exponentially. Read more
Prairie Street Brewhouse: This microbrewery was moving into a new, historic location in Rockford, Illinois and expanding into entertainment, events, marina- and property management. Using IP Office, Avaya Fabric networking, Avaya Virtual Services Platform and video technologies, they were able to improve customer experiences within their event spaces, improve physical security and create a desirable and safe environment for their tenants and guests–making their location one of the area’s most unique historical landmarks. Read more
Ballantyne Strong: This state-of-the-art audio/visual and lighting systems provider was outgrowing its customer service solutions, as their customer requirements grew more complex. Using IP Office Contact Center, Avaya Virtual Services Platform, Scopia Video Conferencing and mobile clients, Ballantyne Strong was able to rapidly deploy a solution that enabled them to easily track and monitor all customer activity, assuring that the right people, resources, and expertise were applied to customer needs in real time. The solution also enabled a robust disaster recovery plan, and with video-enabled mobile endpoints the company was able to reduce travel expenses by 80 percent. Read more