Avaya’s new CEO sees opportunity in region
dubai — As a long-time leader in unified communication and contact centre applications, Avaya is completing the final stages of its Chapter 11 restructuring with a new CEO, a sharpened vision and a renewed plan for growth. Making his public debut at Gitex Technology Week in Dubai, we speak to the man at the helm, Jim Chirico, about his plans for Avaya — in the region and beyond. Q: This is your first public event since becoming CEO. Why Gitex, and what does the event mean to Avaya? A: We have developed fantastic relationships here and I’m looking forward to meeting our people, our partners and our customers while sharing Avaya’s exciting new plans with them.
Dubai is a very inspirational city, one that has witnessed phenomenal growth in the last decade. In many ways, Gitex has developed alongside the city, both in size and in global importance. This reflects the fact that Dubai has become a crossroads for the global technology industry, both geographically and as a city that values and encourages innovation. At Gitex, established global firms such as Avaya can meet the emerging tech pioneers from the Middle East, Asia, Africa and other fast-growing parts of the world. Q: In such a competitive technology landscape, where does Avaya see itself providing value to businesses and governments in the region? A: Customers come to us because
The conversation is no longer just about technology; it’s about what we do with technology
they trust our expertise as specialists in discovering new ways to improve the customer and citizen experience. We work collaboratively with partners and customers to understand their real business requirements and identify their pain points. We then commit to delivering a solution for their organisation, not just a new tech product.
The solutions we design are in high demand in this region. For example, nations across the Gulf are investing significantly in smart government solutions. Dubai and the UAE are advanced in this regard. But it’s not just governments that are looking for digital solutions that transform the services and experiences they deliver. We’re seeing strong demand in the private sector as well. This week, we’re presenting real-world use cases of how we’ve helped companies all over the globe meet and exceed customer expectations in today’s fast-moving digital world. Q: Transformation seems to be a constant in the technology field. How do you stay one step ahead of emerging tech trends when designing solutions for the marketplace? A: This week, you’ll hear us talking a lot about solutions that go beyond the digital experience. This reflects our belief that the conversation is no longer just about technology; it’s about what we do with technology. After all, technology is an enabler, not an end in itself — a tool to transform the way we live, work and experience the world around us. Our goal is to use technology to help organisations create superior customer and team engagement, experiences and relationships — all of which are crucial to the business success of our customers.
Our systems are based on open approaches which makes it easier for our customers to adopt emerging technologies such as artificial intelligence, IoT and blockchain while protecting the innovations and investments they have already made. Q: With so much emphasis being placed on technology and automation these days, is the ‘human’ element being lost? A: When we concentrate solely on the technology, we lose sight of some of the most important pillars in driving successful businesses. Here I’m talking about people’s commitment and passion. Customers, employees and partners are at the heart of everything we do. If we don’t get those relationships right, the technology is meaningless.
Let me give you an example. A study by Gartner found that 89 per cent of organisations expect to compete primarily on customer experience. They didn’t say they expect to compete on products or services or the quality of their supply chain. They recognise what many organisations are discovering — that to survive, they need to deliver differentiated experiences to customers and workers. To thrive though, companies need to inspire passion in the people who work for them and do business with them. Technology plays a role, but the reality is that passion stems from effective relationships based on trust and respect.
Jim Chirico, CEO of Avaya
Q: You’ve just taken on the role of CEO following a major transformation period for Avaya. What’s your plan for the company moving forward? A: The whole purpose of our Chapter 11 restructuring process in the US in January 2017 was to reduce our debt burden and enable Avaya to emerge as a stronger, more competitive company. We will soon emerge out of Chapter 11 as a stronger company with the freedom to invest in R&D and innovation while working with our customers and partners for a renewed plan for growth.
This reflected the fact that we never lost sight of our customers. We put them at the heart of our transformation. We have also reengineered our business model so we can make acquisitions and take advantage of new efficiencies to drive profitability.
Our business in this region has progressed strongly. We see enormous opportunity. The world’s top 10 airlines and top 10 banks are running Avaya, and we service more than 90 per cent of Fortune 500 companies.