Avaya chief outlines VoIP strategy

By Phil Hochmuth, Network World |  Networking

One facet is the partnering. Marconi is a great example of that. [Marconi is currently reselling Cajun Ethernet switches from Avaya]. Another is increasing the skill-set capability of our own direct channels to sell data products. We have historically been in the telephony side, and much of the [sales] leadership has been telephony-based. Even when we added data products at the bottom and trained sales reps, we were finding that's a necessary but insufficient capability. We really need to have the leadership of the sales organization data-ready if you will, and maybe even data-centric in order to pull that through.

Will Avaya's Cajun Ethernet switches be more of a supporting product line for your converged voice systems down the road, or will you be pushing the Cajun product line as a data infrastructure product on its own?

We think the biggest leverage for near-term gains is the voice applications of these products, and we think our credibility is pulling through vvoice; as these products become more accepted and so forth, people will be more open to their functionality and serviceability. But we don't think it's a good investment to market directly at those markets from where we are today. But once they're in, and [customers] are using the [products], I think the barriers come down. Voice over IP means convergence, which means data is going over those same boxes, so by definition, you're picking up the data traffic.

What is your view of the Web call center integration from a consumer standpoint?

Click-to-talk technology -- that's where we think it's going. There's no point in having click to talk go to a different call center than your 800 number goes to. Our products don't do that; we're fully integrated. Through IP connections, we can integrate call centers literally anywhere around the world, whether it's individual agents working from home or call center facilities. We can move the calls, with the context, anywhere we need to go.

Join us:






Answers - Powered by ITworld

Ask a Question