Avaya Outlines a Path for Digital Transformation



Avaya today laid out a path forward for digital transformation and also announced its Master Agent program which, according to the company, aims to meet increasing demand for Avaya cloud services. These announcements came at the New York stop on Avaya's Innovation Edge Tour.

"People get hung up on the word legacy," said Jean Turgeon, vice president and chief technologist at Avaya, who noted that digital transformation is about much more than replacing old equipment.

Legacy, he said, is more about "an install base of great technology that we've taken advantage of over the last 20 years that is still important to leverage."

Digital transformation, Turgeon added, is "an evolution, not a revolution."

Tech companies like Avaya simply cannot go to customers and tell them they need to forklift everything they've used over the last 30 years, he explained. "It's important that we collectively provide a bridge for the customer, but that means that we need to provide the right technology to adapt to their transformation."

"The legacy architecture for voice services...we're now providing a bridge between all of those solutions into the future," Turgeon said.

Avaya also used the event to introduce its Master Agent program, which aims to accelerate sales of Avaya cloud to small and midsized businesses. With the program, sales agents connect potential customers with Avaya and Avaya handles the rest of the transaction, including contracting, provisioning, managing, and billing the unified communications services for the business.

The program aims to meet the increasing demand for Avaya cloud services while simultaneously simplifying the process of onboarding, deploying, and managing communications. It allows agents to offer the solution to customers with support provided directly by Avaya. This support includes unified communications services; bundled carrier services; desktop options; delivery, management, and support; and monthly, subscription-based billing.