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Avaya Engagement Solutions to Bridge Requirements of APAC Businesses with End User Preferences


Avaya Engagement Solutions to Bridge Requirements of APAC Businesses with End User Preferences

  • New solutions showcased at Asia Pacific Avaya Technology Forum serve a new “Era of Engagement”
  • Effortless, multichannel communications and collaboration increase lifetime customer loyalty, team productivity and profitability
  • Next Generation SDN Fx architecture provides innovative foundation for Smart-X and Internet of Things with high reliability, enhanced security and services enablement agility

Bangkok, Thailand – Avaya, a leading global provider of communications solutions that enable customer and team engagement, showcased new solutions to empower businesses across the Asia Pacific region at its region-wide customer and partner technology forum. The enhanced Team Engagement, Customer Engagement and Networking capabilities are designed to support business growth for companies of all sizes in the region, easing their entry and expansion into evolving trends around mobility, Smart Cities and the Internet of Things.


A survey of customers attending the event, conducted in the first two weeks of May, revealed the extent to which technology transformation is gathering pace. With Asia Pacific predicted to account for 5.6 billion1 devices – almost half of the total globally - by 2020, Avaya customers view enhanced business agility, increased productivity and mobility as the major outcomes they anticipate from better engagement among their teams. And with a clear emphasis on driving more effective customer engagement, attendees at the Avaya Technology Forum in Bangkok cited increased levels of customer satisfaction, retention and brand loyalty as their primary areas of focus. There was a strong mood of optimism around business growth prospects, with 4 out of 5 customers predicting growth for their business in the next 12 months, and 44% anticipating that growth to be in excess of 10%.


Avaya SDN Fx networking solutions to deliver simplicity everywhere

The Avaya SDN Fx architecture is set to help Asian businesses come a step closer to the Internet of Things and to realize the potential of Smart City goals. The fabric-based architecture delivers simplicity through a single protocol, and helps businesses move with more agility in deploying new applications and services – which ranked as the number one technology development having a positive impact on the business of Avaya customers, according to the event survey. Avaya also showcased a new line of next-generation, premium stackable Ethernet switches, the ERS 5900 series, which is optimized for Avaya Fabric Connect and allows companies to support new and emerging technologies. The product was first announced at Interop last month and is now available across the Asia Pacific region.


Avaya customers cited security and network downtime as the two biggest challenges they are facing in supporting the rapidly evolving needs of their businesses. Avaya used the event to demonstrate security enhancements, surveillance solutions and its Avaya Fabric Connect networking portfolio, which significantly reduces the need for manual intervention in network changes, helping businesses all but eliminate downtime caused by human error.


Strengthening customer engagement

Avaya is a recognized leader in the contact center market, and announced the availability of a new service to businesses in Thailand, together with the country’s leading Internet data center service provider True IDC. Together the companies announced the launch of Avaya Agent for Chrome in Thailand, an innovative, cost-effective Customer Engagement Solution which combines Avaya Aura Contact Center Elite, Avaya’s market-leading contact center solution, with a Google Chrome device. Customer service agents can access Avaya’s leading contact center agent, typically using a Chromebook supplied by True IDC, through a highly secure and easy-to-use WebRTC-enabled interface. This is the first Asia Pacific launch of the Avaya Agent for Chrome, announced in the US last December. The Avaya / True IDC agreement follows the recent announcements and deployments with Google, StarHub, Reliance, and VMware.


Avaya also showcased innovative solutions for contact center staff and managers at the event, including a real-time speech snap-in, and wearable technologies designed to improve efficiency and deliver an enhanced customer experience.


Enabling greater team engagement and collaboration

Avaya’s new Team Engagement Solutions enable greater collaboration especially amongst teams that have a geographically dispersed base. New smart workspace solutions enable employees and visitors with the services they need to support dynamic teaming environments. The Avaya Engagement Development Platform is helping to communication-enable the engagement experience, with an extensive range of customer-, developer- and Avaya-created applications and snap-ins to accelerate work flows and deliver engagement anywhere. A new snap-in launched this week – the Avaya Engagement Assistant – will further help mobile employees by delivering ‘one number conferencing’ for all meetings in their calendar. Avaya also recently announced enhancements to the Scopia Videoconferencing Platform and introduced the new H175 Video Collaboration Station and E159/E169 Media Stations. The new additions support flexible video connectivity from the device of choice, allowing seamless transitions from BYOD and mobile working to personal desktop to full room conferencing.


“With people, businesses and things communicating, transacting and negotiating with each other, a new world of digital business has emerged. This new world is disrupting existing business models. Through our significant R&D resources, and focus on delivering the most compelling team and customer engagement solutions, Avaya is committed to empowering our customers with the right tools and opportunities to achieve the growth objectives they told us about.” 

Mike Ansley, President, Asia Pacific, Avaya


About Avaya

Avaya is a leading provider of solutions that enable customer and team engagement across multiple channels and devices for better customer experience, increased productivity and enhanced financial performance. Its world-class contact center and unified communications technologies and services are available in a wide variety of flexible on-premises and cloud deployment options that seamlessly integrate with non-Avaya applications. The Avaya Engagement Environment enables third parties to create and customize business applications for competitive advantage.  Avaya’s fabric-based networking solutions help simplify and accelerate the deployment of business critical applications and services.  For more information please visit












1 GSMA and Machina Research:



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