Johannesburg, 08 Nov 2005
Avaya has announced a new agreement with global IT solutions and services provider, Dimension Data, in the UK to underpin its growth strategy for contact centres and IP telephony.
The agreement, effective from now, brings together Dimension Data`s data networking skills and Avaya`s position in the contact centre market*. The combination will provide customers with strong integration skills to maximise the benefits of contact centre and IP telephony applications for enhanced service. The agreement also provides Avaya with a new channel to market.
Under the agreement Dimension Data can build on its data network capability, targeting medium and large organisations with contact centre applications and IP telephony systems from Avaya. Dimension Data will use its experience as a global systems integrator to integrate systems with Avaya`s applications portfolio which includes multimedia contact centres, IP softphone, unified communication and interactive response software to reduce costs and increase productivity.
Russell Bolan, chief executive officer for Dimension Data Europe, commented: "Dimension Data`s experience in understanding customer and business needs, combined with Avaya`s market-leading position in contact centre technology, provides a great opportunity to migrate customers to IP contact centres. This will improve customers` experience while reducing costs too."
"Customers are demanding greater systems integration skills to get the best out of their converged communication networks. By partnering with Dimension Data we can deliver these skills and systems to customers in the UK," commented Buddie Ceronie, vice-president for Avaya in the UK, Ireland and southern Africa.
The agreement builds upon existing relationships between Avaya and Dimension Data in continental Europe and South Africa. For more than 10 years, Avaya has been a supplier of its enterprise portfolio of systems and applications to Merchants, a Dimension Data company and a leading supplier of contact centres. Merchants` use of Avaya`s MultiVantage Communication portfolio has encompassed the following across its operations in the UK, Ireland and the Netherlands: Communication Manager, its flagship IP Telephony offering, as well as Predictive Dialling Software and Contact Management Software (CMS) from the Customer Interaction Suite of contact centre applications.
* Avaya was ranked as a leader in the Western European contact centre market, based on total agent shipments by manufacturer, according to the Gartner Report "Market Share: Contact Centres, Western Europe, 2004" - by Terry Wright, published in August 2005.
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