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Avaya Key Competitors: Strengths & WeaknessesAvaya Intelligent Branch Solutions
Please link to the Competitive Resource Centre for additional details where appropriate:
https://enterpriseportal.avaya.com/ptlWeb/gs/spCP/CS!!"###$%&"##'"!$#
Cisco ( )SR #' ** and'** Solution
+stablished ), relationships/C)- level
)SRs +verywhere/created allinonebranch appliance trend. Start low upselllater
Strong and numerous S)/SP channels and)S0s
1istributed and centrali2ed architectureswith migration path
Can often be comple* and e*pensive todeploy branch solutions
Some of the Cisco branch solution
34nified Communication 5anager+*press6 is routerbased typically makingit more difficult to manage/support andre7uiring numerous patches to overcomesecurity vulnerabilities. Scheduledmaintenance for patching routersincreases downtime
Some additional features like 5obileConnect which is an application similar to+C&!! re7uire addl Windows server
Cisco tactics to look for:
• Cisco will “Super-size Routers”
(via a Data decision) to make“Voice” look free.
• R t!e" #id low$ under-size and
up-sell later. Avaya countertactic: %nspect for “Super-sized”routers$ re-price to support data-onl" so t!ere can #e a true“apples to apples” comparison
8vaya9s contact center leadership andpresence in many ;based contactcenters can be leveraged to addressbranch customer service issues andcreate efficient call flows to/from branch.
<emertes Research shows Cisco has significantly greater operational costs than
8vaya for branch communications solutions
https://enterpriseportal.avaya.com/ptlWeb/getfile=doc)1>52k!5,;5w>>
cop" and paste link a#ove into "our#rowser for access
+asy to deploy
?ull range of service offerings direct andindirect
Some uni7ue )S0 relationships 3e.g. inRetail6
)ncumbency at the branch 3P8R,<+R5+R@)< 1+?)<),A
6
5assive scalability #!!!s of branches
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Avaya Key Competitors: Strengths & Weaknesses
• Cisco C!annel &artners depend
upon customer'% participation tolower services costs. Avayacounter tactic: %nspect Servicesscope of work and account forcosts associated wit! % staffdependencies
• ses Core to “su#sidize” *ranc!
(e.+. recentl" increasedmaintenance on Core).
• Cisco wil l focus , on
features t!at t!e" !ave and avoidever"t!in+ else.
/or more information see “0innin+ verCisco in S1* and *ranc! Solutions” !ere.
Cisco still re7uires separateservers/licenses for many features.
)SR/)-S operating system is a target formany hackers leading to security patchesand downtime
Quotes from emertes !C" stu#y:https://enterpriseportal.avaya.com/ptlWeb/getfile=doc)1>52k!5,;5w>> 3copy Dpaste into browser address window6
2Cisco is si3 times more costl" to operatet!an 4va"a2 2%n some cases$ it5s simpl" t!at Ciscocustomers spend a lot of time tr"in+ totrou#les!oot$ onl" to learn t!e pro#lem ist!e result of a #u+ or in!erent pro#lem.” ,he lifespan of the Cisco system is ofconcern. +.g. 8 0P oftelecommunications for a large financialservices firm removed Cisco after a twoyear implementation because of the
supported via S)P networking
Rich integrated management toolsincluded
,he depth and breadth of 8vaya telephony features provided as partof the main system feature set 3fore*ample +*tension to Cellular6.
Eusiness Continuity/Reliability andServiceability considerations
8vaya solutions can be configured for <oSingle Point of failure. Proactive5onitoring and +*pert Systems is adifferentiator.
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Avaya Key Competitors: Strengths & Weaknessesnumber of hardware changes re7uiredand the longevity of the system. FWe gotrid of Cisco. 8nything you buy from Ciscoand do more than a threeyearamorti2ation you9re pushing itG he says.,hat by definition increases operationalcosts.H
Cisco ( Smart EusinessCommunications System34C&!6
! @ocal languages
Ereadth of features
S58R,<et Service attach mandatory %years
)-S basedI Cisco identified )-S as havingmoved from vulnerability to attackedstatus
<ot all models support integrated wireless@8<
<ot all models support integrated wireless@8<
Jrowth driven migration path ise*pensive re7uiring a forklift upgrade
0KWorks D @inu* -S partitioned w/0irtuallogi* 0@K eases migration to @inu* -S
?ull Services life cycle from planning anddeployment through monitoring Dmanagement
Support for heterogeneous environments
+*tensive 1evConnect businesscentricapplication offers
Rich integrated management toolsincluded
<ortel ( 5icrosoft
Secure Router "#%"
@arge embedded branch base millions of<-RS,8R and EC5.
<-RS,8R to EC5 migration path
5icrosoft )C8 alliance
SR "#%" with either CS #!!! module or-CS blade ( uni7ue to )C8 8lliance
Wide application support
Partnership with 5icrosoft raises7uestions about future of EC5
SR"#%" becomes single point of failurefor branch
Re7uires 5ediation Server card tosupport 5S?, nonstandard 0o)P Codec
Reuse of <-RS,8R phones limits EC5
platform usefulness
5S?, introduces nonstandard S)Pe*tensions
5S integration with other %rd partygateways 3non<ortel6 provides nosurvivability to branch
@acks method to route voice traffic overalternate paths
Contact center leadership at ; helpsstake Customer Service claim and callflows to/from branch.
@ower ,C- 3<emertes study6
+asy to deploy
?ull range of service offerings direct andindirect and hosted
Some uni7ue )S0 relationships 3e.g. inRetail6
8llinone )SR solution available withLuniper relationship
+*tensive 1evConnect community
Rich integrated management toolsincluded
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Avaya Key Competitors: Strengths & Weaknesses<o network infrastructure integration forvoice ;oS
<ortel
EC5 &!
@inu* -S
PS,< failover is supported in bothnetworked or standalone EC5deployments. EC5 &! can be configuredto act as a survivable remote gateway toa centrali2ed CS #!!! PEK
S)P networking and S)P trunking
,he Windowsbased Softphone !&!supports unified messaging providesdirectory access can be integrated withEC5 platforms 5ultimediaCommunications Server &#!! and is alsooperable with <ortel CommunicationServer #!!! and 5eridian # platforms
@acks )0R support
@acks redundancy features
?i*ed architecture precludes scalability
1iffering call control software between theEC5 and CS#!!! products lackingtransparency for end users andadministrators.
5assively scalable #!!!s of branchessupported via S)P networking
Centrali2ed management w/S)Pnetworking supported between facilities
?ull range of service offerings direct andindirect and hosted
+*tensive 1evConnect community
8llinone )SR solution available withLuniper relationship
Rich integrated management toolsincluded
@ower ,C- 3<emertes study6
8vaya9s reputation and stability
8vaya9s ?C+ model enablesconsolidated infrastructure for lower ,C-and improved ability to pushcommunications apps to stores easily and7uickly. ?lattened means to providerobust feature/functionality for all stores
from big to very small.
8vaya has leading market share in )Ptelephony
Jartner 5agic ;uadrants: 8vaya and<ortel are both in the Corporate,elephony leader9s 7uadrant but Jartnershows 8vaya with a better ability toe*ecute on its vision
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Avaya Key Competitors: Strengths & Weaknesses3See ,op #! Reasons to Select 8vayaover <ortel CRC 8vaya Sales Portal6.
<ortel
EC5 !! / "!!
@inu* -S
Webbased management tools
5ultimedia contact center w/intelligentrouting
S)P networking and S)P trunking
EC5 !! supports !% digital users orM! )P, usersI EC5 "!! supports %!!!
digital users M! )P, users
EC5 !! lacks redundancy features
<o support for digital handsets
EC5 competes with <ortel9s <orstar keysystems that have had much success inthe <orth 8merican market. <orstarsystems are able to be )P upgraded via0o)P gateways e*isting <orstarcustomers will be less inclined to migrateto EC5
5assively scalable #!!!s of branchessupported via S)P networking
8pplication functionality 3call processingC,) messaging6 supported at branchreducing W8< use re7uirements
Centrali2ed management w/S)Pnetworking supported between facilities
?ull range of service offerings direct andindirect and hosted
+*tensive 1evConnect community
Rich integrated management toolsincluded
Shore,el 1istributed call control architecture
Partnerships to deliver a wider range ofgateways enable partitioning servicesand e*pand its wireless solutions
5anaged Services offering via partnersyet Shore,el still remains connected tocustomer
Jrowing 1eveloper <etwork community
)P only platform no migration path tointelligent communications
<ot a global company. 1istribution limitedto 4S8 Spain Jermany and 4NI limitedmarket share
,akes a waitandsee approach toward
adhering to the latest trends in
communications technology.
Would not be considered a highlyinnovative company 3Current 8nalysis6
Jlobal Sales and Service presence
?ull suite of Service surroundI customercan choose direct indirect hosted
+*tensive )S0 developer community
Complete roadmap to )ntelligentCommunications without re7uiring a
forklift upgrade
,C- tools available
<emertes: ,he Eusiness Case for 0oice -ver )P: What do large 0-)P rollouts truly cost and how do vendors compare.
https://enterpriseportal.avaya.com/ptlWeb/getfile?docID=Mzk0M!"M#==
Cut and paste t!e R a#ove to access t!e ,emertes doc.
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Avaya Key Competitors: Strengths & Weaknesses
8ppendi* 5atri*
!e followin+ c!art is #est viewed in 0ord applications under ,ormal View so t!at t!e column !eaders provide focused se+mentation viewin+
1istributed -ffice Comparison <ortel and <ortel 5icrosoft
$vaya %orte
l %ortel %ortel&Microsoft
Solution
Name
Avaya Distributed
Office
BCM 50 BCM 200/400 Secure outer 4!"4
Differentiato
rs
'(Works * +in,-
partitioned #/'irt,al
logi- '+( eases
migration
+in,- +in,- in % 1o,ter
$pplication
f,nctionality 2call
processing3 I3
messaging4 s,pported
at branch3 red,cing
W$% ,se re5,irements
Web&based3 %et#ork
onfig,ration Manager
2%M43 can be ,sed to
config,re3 program and
manage the 6M
system components3
#hether centralized or
distrib,ted
Web&based
management
7ni5,e to $lliance
Massively scalable3
8000s of branches
s,pported via I9
net#orking
he %ortel 6M
$dvanced 9aging
9rod,ctivity 2$994 9ack
is a s,ite of advanced
paging and te-t&
messaging applications
for 6M. It incl,des ne
6,tton 9aging3 ne
9% failover is
s,pported in both
net#orked or
standalone 6M
deployments. %ortels
,rvivable 1emote
;ate#ay 21;4 lends
s,rvivability for 6M
$ll&in&one device foc,sed on 7 and
collaboration market
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Avaya Key Competitors: Strengths & Weaknesses6,tton e-t Messaging3
,stomer $ssistance
9aging 2#ith an
ptional ,stomer all
6o-43 and ched,led
$nno,ncements.
systems deployed as
remote&site gate#ays
for %ortel
omm,nication erver
8000 comm,nications
platforms.
Stren#t$s
ontact enter< $vaya
installed !< mid& to
large&branch
'oI9 Migration path for
%orstar c,stomers
M,ltimedia ontact
enter #/intelligent
ro,ting s,pport
+arge imbedded base< millions of
%orstars
+o#er 2%emertes4 ,pports I9 handsets3 I9
#ireless handsets3
%orstar phones * digital
handsets compatible
#/Meridian
,pports hybrid
environments
6M ,pgrade path
6readth of feat,res I9 net#orking and I9
tr,nking
I9 net#orking and
I9 tr,nking
$pplication s,pport
>asy to deploy 9% failover is
s,pported in both
net#orked or
standalone 6M
deployments. 6M 0
can be config,red to act
as a s,rvivable remote
gate#ay to a
centralized 8000
96(.
Wide variety of
applications s,pported
Microsoft I$ $lliance
@,ll range of service he Windo#s&based entralized 1A8BA ec,re 1o,ter #/either
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Avaya Key Competitors: Strengths & Weaknessesoffers oftphone "00
s,pports ,nified
messaging3 provides
directory access3 can be
integrated #ith 6M
platforms3 M,ltimedia
omm,nications erver
8003 and is also
operable #ith %ortel
omm,nication erver
8000 and Meridian 8
platforms.
management of
branch facilities
8000 mod,le or blade
;ro#ing I'
omm,nity
>-tensive ervices C
9rofessional3
Managed3Maintenance3 ec,rity
entralized
management3 #/I9
net#orking s,pported
bet#een facilities
6M provides
integrated fire#all and
sec,rity meas,res like
%$3 6asic and
tatef,l 9acket
@iltering3 and 9oint to
9oint t,nneling
protocol and I9ec for'9% s,pport.
%ea&nesses
%ot generally branch
inc,mbent
+acks I'1 s,pport 6M "00 s,pports "0&
B" digital ,sers or 0
I9 ,sers< 6M A00
s,pports B0&"00
digital ,sers3 0 I9
1e5,ires Mediation erver card to
s,pport M@ non&stnd 'oI9 odec
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Avaya Key Competitors: Strengths & Weaknesses,sers
'9 relationships +acks 1ed,ndancy
feat,res
6M "00 lacks
red,ndancy feat,res
M@ introd,ces non&stnd I9
e-tensions
I1 platform #/E,niper
still a t#o vendorsol,tion
@i-ed architect,re
precl,des scalability
%o s,pport for digital
handsets
+acks local s,rvivability
6ranch prod,ct
options n,mero,s
6M competes #ith
%ortels %orstar key
systems that have had
m,ch s,ccess in the
%orth $merican
market. %orstar
systems are able to be
I9 ,pgraded via 'oI9gate#ays3 e-isting
%orstar c,stomers #ill
be less inclined to
migrate to 6M.
+acks method to ro,te voice traffic
over alternate paths
ho,gh marketed as a
branch office device
that can connect back
to a centralizedMeridian3 6M does
not s,pport digital
handsets compatible
#ith Meridian 8 96(s.
%o nt#k infrastr,ct,re integration for
voice !o
What is the f,t,re of the 6M
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Avaya Key Competitors: Strengths & WeaknessesMar&et
Messa#in#
'inancial
Serv(,stomer Interaction 9ositioned as sol,tion
for M> or 6ranch of
>nterprise< not
vertically marketed
1eg,latory
compliance messaging
%o messaging fo,nd for the A8BA
1o,ter for the @inancial ervices
vertical
Work force
prod,ctivity
Increased efficiency
Infrastr,ct,re
optimization
Improved alignment
#ith b,siness goals
onsistent c,stomer
e-perience
,pports mobile
employees
etail
Meeting c,stomer
e-pectations
$dvanced 9aging
9rod,ctivity s/# app
designed for 6ig 6o-
environments
%o messaging fo,nd
for 6M "00 / A00 for
the 1etail vertical
%o messaging fo,nd for the A8BA
1o,ter for the 1etail vertical
>-pand 9 f,nctions
Increase visibility
bet#een ! and
branches
1ed,ce /
Infrastr,ct,re
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Avaya Key Competitors: Strengths & Weaknessesoptimization
9I compliant
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Avaya Key Competitors: Strengths & Weaknesses
1istributed -ffice Comparison Cisco and Shore,el
$vaya isco isco horeel
ol,tion %ame $vaya Distrib,ted
ffice
Integrated #itch 1o,ter 8FG8 mart 6,siness
omm,nications ystem
27"04
>nterprise >dition
96(
Differentiators
'(Works * +in,-
partitioned #/'irt,al
logi- '+( easesmigration to +in,-
6,ilt on iscos I F port device that scales
#/addition of s#itches
96( 9latform
scales to 80H
,sers< mall6,siness >dition
for single sites ,p
to 0 ,sers
hoice of ervice
s,pport: direct3
indirect
I9 only platform Incl,des: 7M> for call
processing< 7nity >-press
'mail3 I9 phones3 '9%/@W3
s#itching3 some #ireless +$%
I9 only platform
ontact enter WW
leadership s,pports
,stomer ervice
claims and call flo#s
to/from branches
;lobally recognized brand I9 only platform 0 of b,siness
cond,cted thro,gh
channel partners
Web based
interface
Stren#t$s
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Avaya Key Competitors: Strengths & Weaknessesontact enter<
$vaya installed !<
mid& to large&branch
>stablished I / I relationship ec,re Distrib,ted call
control
architect,re
+o#er
2%emertes4
I1s every#here3 capitalizing on all&
in&one trend
>stablished market presence trong partner
strategy3 incl,ding
E,niper3 >-treme3and @o,ndry
6readth of feat,res >nters acco,nt lo# then ,psells 6readth of feat,res @ormalized 9artner
9rogram makes
available sol,tions
that #o,ld not be
possible thro,gh
its internal
development
reso,rces.
>asy to deploy M> * 7> for call processing *
messaging
"0 local lang,ages s,pported horeel has
partnerships to
deliver a #ider
range of
gate#ays3 enable
partitioning
services3 and
e-pand its
#ireless sol,tions
@,ll range of service
offers
@,ll3 sec,re3 f,nctional ro,ter M$1%et ervice attach
mandatory 2B yrs4
ontin,ed 1*D
investments.
7pdates to its
contact center3
monitoring3
management and
third&party
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Avaya Key Competitors: Strengths & Weaknessessoft#are
integration
capability3 as #ell
as an e-panded
line of hore;ear
s#itches and end
points have
provided ne#
options for
c,stomers and
resellers
;ro#ing I'
omm,nity
Distrib,ted * entralized
architect,res< migration path
Marketed to specific verticals
2health3 legal3 retail3
man,fact,ring4
Managed ervices
offering via
partners3 yet
horeel stillremains
connected to
c,stomer.
ome inc,mbency
at branch 2Merlin4
M> and 1 stand&alone mode mart $ssist * onfig,ration
$ssist for easy deployment *
set ,p by channels< Monitor
Manager * Director for
monitoring and remote mgt
;ro#ing
Developer
%et#ork
comm,nity.
%ea&nesses
%ot generally
branch inc,mbent
omple- to deploy and manage I based< isco identified
I as having moved from
v,lnerability to attacked
stat,s
akes a #ait&and&
see approach
to#ard adhering
to the latest
trends in
comm,nications
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Avaya Key Competitors: Strengths & Weaknessestechnology.
Wo,ld not be
considered a
highly innovative
company.
'9 relationships eparate servers /applications<
licenses for many applications
%ot all
models s,pport integrated
#ireless +$%
%ot a global
company.
Distrib,tion
limited to 7$3
pain3 ;ermany3
and 7H
I1 platform
#/E,niper still a t#ovendor sol,tion
I1/I target for hackers leading to
e-tensive do#ntime and patches
%o field ,pgradeable
components
horeel had a
". marketshare of enterprise
telephony ports
shipped in the 7..
in "00G. he
company had a
0 share of
enterprise
telephony ports
shipped in >M>$.
2ynergy
1esearch4
6ranch prod,ct
options n,mero,s
'oice reliability impacted by I
patches
'oice reliability impacted by
I patches
,pports M;93
rather than .B"B3
limiting
interoperability
#ith other I9
elephony
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Avaya Key Competitors: Strengths & Weaknessesplatforms
+imited to very small offices Migration path is e-pensive
and forklift ,pgrade
%o ervice
9rovider
integration or
channel3 in spite
of developmentefforts here
,pported almost e-cl,sively via
channel partners
,pported almost e-cl,sively
via channel partners
horeelJs overall
portfolio3 tho,gh
gro#ing3 is m,ch
smaller and less
diverse than its
competitors
Mar&etMessa#in#
'inancial Serv(
,stomer
Interaction
ighly sec,re collaboration #/t,nnel&
less '9%
ighly sec,re transactions >ase of
administration
Work force
prod,ctivity
1ed,ce total operating costs Improved collaboration and
comm,nication bet#eenbranches
>ase of ,se
Infrastr,ct,re
optimization
,pport for voice3 video3 #ireless3
and data
Improved transaction times
2loan processing3 c,stomer
5,eries4
oll by&pass
onsistent c,stomer
e-perience
1ed,ced telephony costs Improved
c,stomer
satisfaction
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Avaya Key Competitors: Strengths & Weaknesses#/advanced call
handling feat,res
etail
Meeting c,stomer
e-pectations
ec,re3 especially #/credit card
transactions
ime * staff mgt Mobility
>-pand 9
f,nctions
1eal time data sharing for ,p&to&the&
min,te inventory information
ask Mgt alerts Improved
9rod,ctivity
Increase visibility
bet#een ! and
branches
,pport for in&store kiosks for
c,stomer self service
>mployee 1ecognition $lerts >asy3 rapidly
deploy and
maintain
1ed,ce /
Infrastr,ct,re
optimization
Improved c,stomer service >88 $lerts +o# price point
9I compliant
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