Avaya sees op­por­tu­ni­ties in BFSI, govt, emer­gency-re­sponse ser­vices

The Hindu Business Line - - IT & TELECOM - AB­HISHEK LAW

Com­mu­ni­ca­tions so­lu­tion provider Avaya is tar­get­ing a 15-20 per cent growth in its In­dia op­er­a­tions. The growth is ex­pected on the back of spe­cialised so­lu­tions and a suc­cess­ful fi­nan­cial re­struc­tur­ing of its par­ent com­pany, Avaya Inc.

Avaya Inc had pre­vi­ously filed for bank­ruptcy pro­tec­tion (un­der US laws) and was later able to work out a re­struc­tur­ing plan. The Sil­i­con Val­ley-based com­pany had faced chal­lenges in try­ing to tran­si­tion to soft­ware and ser­vices from a business cen­tred on hard­ware, and failed to sell its call cen­tre business, sources say.

Ac­cord­ing to Vishal Agrawal, MD, In­dia and SAARC, Avaya, while there was no ma­jor fall­out in terms of its In­dia arm los­ing con­tracts, some of the large trans­for­ma­tional deals went slow.

“Global cus­tomers opted for a wait and watch policy be­fore hand­ing out the con­tracts. So, there was some de­lay. But we did not lose con­tracts,” he told Busi­nessLine on the side­lines of In­fo­com 2017.

The com­pany did see a slow­down in growth last year (Oc­to­ber 2016-Septem­ber 2017). Growth Vishal Agrawal, Man­ag­ing Di­rec­tor for In­dia and SAARC, Avaya

stood be­tween 10 per cent and 12 per cent. In­dia is amongst the top 10 ge­ogra­phies in terms of rev­enue con­tri­bu­tion. “This year, we ex­pect to clock a growth in the high teens; of 15-20 per cent,” he added.

Fo­cus areas

Ac­cord­ing to Agrawal, growth areas would in­clude spe­cialised com­mu­ni­ca­tion so­lu­tions tar­get­ing sec­tors like BFSI (bank­ing, fi­nan­cial ser­vices and in­sur­ance), gov­ern­ment-to-cit­i­zen ser­vices, emer­gency-re­sponse ser­vices us­ing mul­ti­ple com­mu­ni­ca­tion chan­nels, in­clud­ing mobile and so­cial me­dia, and e-com­merce and start-ups. So­lu­tions will fo­cus on fa­cil­i­tat­ing ma­chine-to-ma­chine and hu­man-to-ma­chine com­mu­ni­ca­tion is­sues us­ing mod­ern tech­nolo­gies such as an­a­lyt­ics, blockchain (can act as a de­cen­tralised shared pub­lic ledger, keep­ing a record of all trans­ac­tions tak­ing place across a peer-topeer net­work) and so on.

For Avaya, the scope of pro­vid­ing these so­lu­tions in­clude niche banks such as pay­ments banks, emer­gency re­sponses like us­ing dial-in num­bers for help, use of of­fer­ings to pro­vide cit­i­zen ser­vices or use in smart city so­lu­tions could be some sec­tors where Avaya’s tech­nolo­gies can be used.

In­ci­den­tally, the com­pany is al­ready work­ing with the Ut­tar Pradesh, Mad­hya Pradesh and Ra­jasthan gov­ern­ment to pro­vide an in­te­grated and faster emer­gency re­sponse time to emer­gency calls.

In Ut­tar Pradesh, for ex­am­ple, the Dial 100 project was de­signed to pro­vide in­te­grated emer­gency ser­vices across the en­tire State on a 24x7 ba­sis. Avaya es­tab­lished a cen­tralised con­tact cen­tre in Lucknow to fa­cil­i­tate faster re­sponse time and the abil­ity to sup­port more than 600 calls at any given time. The com­pany is also in talks for some smart city con­tracts, but Agrawal said dis­cus­sions were at a nascent stage.

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