Profile: Avaya Holdings Corp (AVYA.N)
16 Aug 2019
Avaya Holdings Corp. (Avaya), incorporated on June 1, 2007, is a provider of digital communications products, solutions and services for businesses. The Company operates through two segments: Products & Solutions and Services. The Products & Solutions segment develops, markets and sells unified communications and contact center solutions, offered on premises, in the cloud, or as a hybrid solution. The Services segment develops, markets and sells end-to-end global service offerings that enable customers to evaluate, plan, design, implement, monitor, manage and optimize enterprise communications networks. The Company embeds communications directly into the applications, browsers and devices employees use every day to create a gateway for voice, video, messaging, conferencing and collaboration. It offers development platform that allows customers and third parties to create custom applications and automated workflows. Its Omni channel contact center solutions enable customers to build a portfolio of applications. Its communications solutions include voice, e-mail, chat, social media, video, performance management and ease of third-party integration. Its services consist of three business areas: Global Support Services, Enterprise Cloud and Managed Services and Professional Services. Its Global Support Services feature offerings that address the risk of system outages and help businesses protect technology investments. It’s Enterprise Cloud and Managed Services enables customers to take advantage of its technology via the cloud, on-premises, or a hybrid of both, depending on the solution and the needs of the customer. Professional Services enable businesses to take advantage of their solution investments to drive measurable business results. Its Avaya Cloud delivers business communications services and solutions to connect its customers with their customers.
The Company’s mobile-first design provides access to the user needs in real time, including a personal calendar and meetings, contacts, instant messages / chat, and voice and video calling. Its application is available across Windows, Mac, Android, iOS devices and Web real-time communication (WebRTC) enabled browsers. Its unified communications capabilities also include an integration option with its cloud-based employee collaboration app. It provides employees with team messaging and chat, file sharing and task assignment, along with one-touch audio and video conferencing. It also provides cloud-based Meetings Online for audio, video, Web collaboration, and streaming with connectivity from desktop, mobile and video room systems. Its Omni channel Software Platform simplifies embedding robust communications and collaboration capabilities into business applications, such as customer relationship management or enterprise resources planning. It also offers a cloud-based execution and test environment for developing proof-of-concept applications. Its Client software development kit (SDK) provides a set of tools that enables customers and developers to build user experiences. It has communications platform as a service (CPaaS) platform offering voice, text message and call recording services as communications-enabling applications and workflows across the enterprise. The Company has an online e-commerce-enabled marketplace for applications and services. The online store is where an enterprise line of business and information technology (IT) professionals can browse, register and purchase Avaya and third-party developer applications.
The Company provides an integrated Contact Center portfolio consisting of assisted service, self-service, performance management and artificial intelligence (AI) solutions. Assisted service provides the integrated solutions for serving the needs of the entire customer engagement strategy in context across all devices and channels, including mobile, Web, voice, video, email, webchat, chatbot, short message service (SMS), social and fax. Avaya Contact Center solutions allow businesses to deliver managed, measurable and prompt responses to customer inquiries throughout the customer journey. Avaya Workspaces combines information from multiple sources, such as customer profiles, buying history and interaction journeys. Self-Service solutions enable agents to focus on tasks by automating inbound and outbound speech, video, e-mail and chat applications. Contact centers are used for automating tasks, such as account status, providing notifications for appointments, past due notices, service outages and connecting with customers through two-way interaction via e-mail or SMS. Its Performance Management improves customer experience, operational performance and industry compliance. Avaya Workforce Optimization solution suite unifies contact recording, quality monitoring, e-learning, coaching, performance scorecards, workforce management, voice analytics, desktop and process analytics, and customer feedback within a single user interface, and centralizes administration and reporting. Workforce Optimization also enables resource management by enabling supervisors to analyze historical data to forecast future transaction volume and handle times, and automatically produce schedules to deploy the agents. Avaya Analytics helps enterprises to analyze customer trends, and provides real-time and historical reporting. Avaya AI solutions enable contact centers to create interactions and represent a quantum leap forward.
The Company’s devices include Avaya Devices, Avaya Phones and Avaya Video Conferencing Endpoints. Avaya Devices include Avaya Vantage, which is a desktop communications device that integrates voice, video, chat and collaboration apps. Its range of phones and technologies include Internet protocol (IP) and digital desk phones, cordless telecommunications handsets, wireless phones and conference room phones. Avaya phones offer capabilities, such as touch screen and applications, integration to corporate calendar, directory and presence, audio quality for you-are-there experience, customization and soft keys, and multiple lines appearances. Its hardware video conferencing endpoints ranging from multi-stream telepresence and conference room systems to desktop systems. The Company’s Services portfolio consults, enables, supports, manages, optimizes and outsources enterprise communications products. The Company’s professional services include enablement services, optimization services and innovation services. Global Support Services provides maintenance support across the Avaya portfolio and an ecosystem of third-party integrated solutions. Its Avaya Support Website connects customers to Avaya technicians via live chat, voice or video. The Website also provides access to Ava, an interactive virtual chat agent based on Avaya Automated Chat that searches its knowledge base and a range of how-to videos to answer customer support questions. Enterprise Cloud and Managed Services provide a set of managed and private cloud services for enterprise clients. Avaya helps install, operate and manage customer cloud solutions based on service agreements that the customer designs. Avaya Cloud can be delivered through Avaya Public Cloud solutions, with Avaya Enterprise Cloud and Managed Services, or Avaya Hybrid Cloud solutions.
The Company competes with Cisco, Microsoft, NEC Corporation, Unify GmbH & Co. Kg, Alcatel-Lucent Enterprise, Huawei, Mitel, Fuze, Twilio, 8x8, RingCentral, Plantronics, Zoom, ZTE, BlueJeans, Logitech International S.A., Genesys Telecommunications Laboratories, Enghouse Interactive, NICE, Amazon, Five9 and Vonage.
Avaya Holdings Corp
4655 Great America Pkwy
SANTA CLARA CA 95054-1233