Unisys and Avaya have announced an agreement for Unisys to sell Avaya`s customer relationship management (CRM) solutions worldwide. With this three-year deal, Avaya becomes a preferred provider to Unisys, which will incorporate Avaya`s CRM products and services into tailored CRM solutions for Unisys customers.
The agreement will be replicated in SA through the local offices of Unisys and Avaya.
"We believe the Avaya product offering will enhance Unisys Africa`s capability as a leading systems integrator, to provide world-class CRM solutions," says Marius Krige, director for e-business, Unisys Africa.
"In addition, our ability to leverage Avaya resources globally to support our sales, consulting, and applications integration efforts delivers cost-effective CRM to our customers."
This relationship enhances Unisys`s portfolio of end-to-end CRM solutions. Unisys Africa will train sales and technical support people to sell and implement Avaya products. Companies in targeted vertical industries will benefit from faster, more accurate and more personalised customer service, increasing agent productivity and reduced costs.
In the call centre arena, as an example, the Unisys CRM offerings combine customer-facing CRM applications with Avaya`s comprehensive call centre solutions and infrastructure technology. Call centre agents will have access to extensive customer information, such as transaction history, buying habits, lifestyle and preferences, helping agents better meet customer needs and exceed expectations.
Kevin Cook, Avaya VP, Global Alliances, adds: "Our agreement with Unisys supports our strategy to work with best-in-class partners to meet the needs of our customers. By delivering integrated solutions that break down the barriers among people, systems and networks, we`re positioning our customers to compete in a customer-driven economy."
The two firms will jointly market the Avaya-based Unisys solution. Included in the deal are products in Avaya`s CRM solutions portfolio focused in three areas:
. Interaction management: Solutions for real-time customer interactions, self-service options, and outbound contact management.
. Commitment management: Solutions for implementing dynamic, measurable business processes throughout the enterprise, enabling improved customer experience and resource effectiveness.
. Business intelligence: Customer experience analysis solutions for channel-based operations, customer transactions and enterprise value-based decision-making.
In addition, Unisys plans to incorporate Avaya`s Enterprise-Class IP Solutions (ECLIPS), multi-service infrastructure products, and unified communications and messaging products in the integrated CRM solutions it designs for customers.
"Successful CRM strategies are a top priority for today`s increasingly customer-driven organisation," says Bill Tatnall, VP of Customer Interaction Solutions at Unisys. "Combining Avaya`s CRM software solutions and infrastructure products with Unisys`s global integration capability and experience in vertical markets allows us to offer a total end-to-end solution - from the desktop to the data centre."
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