Avaya Strengths, Domain Expertise, and Key Differentiators
Avaya sells applications for contact centers and unified communications. AvayaLive Connect is a Cloud-based UC application that supports voice, video, conferencing, chat, and messaging.
AvayaLive Engage is an online, immersive conferencing and social collaboration environment that lets users collaborate as though they were face to face. AvayaLive Engage replicates real-life interactions using personalized avatars, which users control to navigate through an online, three-dimensional environment, with the ability to talk, chat, share, collaborate and present in real-time.
Avaya is working with Amazon Web Services (AWS) to deliver its Unified Communications and Contact Center solutions on AWS for large enterprise and government customers. Invent Avaya demonstrated Unified Communications-as-a-Service (UCaaS) solutions running on AWS."
Avaya Recent Developments
Avaya has advanced its position in the customer experience (CX) market by enhancing its Avaya Experience Platform with over 150 new features in 2024, focusing on AI-powered capabilities like virtual agents and real-time analytics. The launch of Avaya Enterprise Cloud has enabled large enterprises to adopt hybrid cloud solutions, bridging on-premises and cloud-based systems. Strategic executive appointments, including a new Chief People Officer and Chief Product Officer, have bolstered Avaya’s leadership, driving innovation and operational efficiency to meet evolving market demands.
In May 2023, Avaya Holdings emerged from bankruptcy protection, successfully restructuring its business and reducing its debt load. With a renewed focus and product direction, Avaya aims to re-engage with customers, particularly in the enterprise communications and contact center sectors, backed by a capital structure providing approximately $650 million in liquidity.
In October 2021, Avaya launched ‘Experience Builders’. Avaya is taking a slightly different approach to delivering customer experiences to business customers across the world. According to Avaya, customer interaction is now more important than the product or service the customer is buying. Experience Builders globally aligns Avaya’s services, partners, and developers into an ecosystem designed to help enterprises build better experiences for employees and customers. The ecosystem is designed to meet the new and evolving needs of customers and will be delivered through the Avaya OneCloud platform.
In 2019 Avaya made numerous investments to strengthen its position in the CCaaS and UCaaS markets. The Unified Communications and Contact Center markets and Contact Center markets they serve are continuing to evolve as customers seek blended communications solutions and new delivery models that require strategic technology investments on a larger scale than ever seen before.
The investments led to the launch of a new ReadyNow private cloud solution, combining it with a strategic partnership with RingCentral and crossing the threshold of 4 million total cloud seats. Driving financial outcomes and exited the year generating 83% revenue from software and services, 58% recurring revenue, and 24% in adjusted EBITDA margin.
In February 2018, European law firm Fieldfisher has secured Binding Corporate Rules (BCR) approval for Avaya, the American multinational technology company that specializes in business communications.
Avaya Mergers and Acquisitions (M&A) Activities
In 2024, Avaya announced that it had acquired Edify, a provider of AI-driven contact center solutions, enhancing its cloud-native orchestration for the Avaya Experience Platform. This acquisition brings advanced, AI-powered customer journey orchestration and workflow capabilities directly into the Avaya Experience Platform (AXP), and also brings world-class engineering talent into Avaya’s engineering organization.
In August 2021, Avaya acquired CTIntegrations, a contact center software development and system integration company based in Austin, Texas. CTIntegrations provides Avaya with additional digital capabilities for its extensive contact center customer base and will further enhance the Avaya OneCloud AI-powered experience platform. CTIntegrations is the company behind CT Suite and its connectors and has been part of the Avaya DevConnect partner ecosystem, bringing deep expertise in the Avaya OneCloud platform and an understanding of its customers’ evolving needs. Many current Avaya customers are currently benefitting from CT Suite capabilities that integrate into their Avaya contact centers today.
In March 2018, Avaya acquired Intellisist (“Spoken”), a United States-based private technology company, which provides cloud-based Contact Center as a Service (""CCaaS"") solutions and customer experience management and automation applications.
Prior to the acquisition, the Company and Spoken had been working in a co-development partnership for more than a year pursuant to which the Company had recorded a net receivable from Spoken for services provided."
Avaya Customers in ARTW Customer Database
Leveraging a rigorous data-centric research methodology, APPS RUN THE WORLD asks the simple question: Who’s buying Avaya applications and why? And we provide the answers – supported by decades of research – to our clients around the world. Our Customer database has over 100 data fields that detail company usage of Avaya and other enterprise apps by function, customer size, industry, location, implementation status, partner involvement, Line of Business Key Stakeholders and IT decision makers contact details. List of Verified AvayaLive Cloud, customers.
Avaya Overview
350 Mt. Kemble Avenue
Morristown, NJ, 7960, United States
1 973-605-1802
Ownership: - x
Number of Employees: 8000
Functional Markets: Collaboration, CRM,
Key Verticals: Automotive, Banking and Financial Services, Communication, Construction and Real Estate, CPG, Distribution, Education, Government, Healthcare, Insurance, Leisure and Hospitality, Life Sciences, Manufacturing, Media, Oil Gas Chemicals, Professional Services, Retail, Transportation, Utility,
Avaya Key Enterprise and Cloud Applications
AvayaLive Cloud,
Avaya Revenues, $M:
| Type/Year | 2023 | 2024 | YoY Growth, % |
|---|---|---|---|
| Total Revenues, $M | Subscribe | Subscribe | Subscribe |
| Enterprise Applications Revenues, $M | Subscribe | Subscribe | Subscribe |
| Cloud Applications Revenues, $M | Subscribe | Subscribe | Subscribe |
* Enterprise Applications Revenues = License + Support & Maintenance + SaaS
** All revenue figures are estimates based on public records, Cloud and Non-Cloud business models in Apps Run The World's vendor database, and annual survey results including vendor feedback.
Avaya Revenue Breakdown By Type, $M:
Avaya Enterprise Applications Revenues By Functional Markets, $M:
Avaya Enterprise Applications Revenues By Verticals, $M:
Avaya Revenues By Region, $M
| Region | % of Total Revenues | 2024 Total Revenues, $M | 2024 Enterprise Applications Revenues, $M | 2024 Cloud Applications Revenues, $M |
|---|---|---|---|---|
| Americas | Subscribe | Subscribe | Subscribe | Subscribe |
| EMEA | Subscribe | Subscribe | Subscribe | Subscribe |
| APAC | Subscribe | Subscribe | Subscribe | Subscribe |
| Total | Subscribe | Subscribe | Subscribe | Subscribe |
Avaya Direct vs Indirect sales
| Type | Direct Sales | Indirect Sales | Total |
|---|---|---|---|
| Type % | Subscribe | Subscribe | Subscribe |
| Revenues, $M | Subscribe | Subscribe | Subscribe |
Avaya Customers - Breakdown by Geo, Size, Vertical and Product
List of Verified Avaya Customers
No. of Avaya Customers: 250000
No. of Avaya Enterprise Applications Customers: 250000
No. of Avaya Cloud Customers: 33000
No. of Avaya Cloud Subscribers: 6.1 million
Avaya’s customer base is expansive, encompassing 90% of U.S. Fortune 100 companies, top global airlines, banks, and governments in over 40 countries. Its solutions cater to industries such as healthcare, education, financial services, and media, with over 220,000 customer locations worldwide.
Avaya Market Opportunities, M&A and Geo Expansions
Avaya is navigating a shift in enterprise communications by aligning its portfolio with AI-driven engagement and hybrid cloud infrastructure. The expansion of the Avaya Experience Platform, enhanced with analytics and conversational AI, positions the company to respond to demand for intelligent, flexible customer interaction solutions. Partnerships with AI-focused technology providers and a concentration on high-adoption markets such as India support efforts to scale and diversify its revenue streams.
The strategic collaboration with RingCentral introduces Avaya Cloud Office, a UCaaS solution designed to transition existing customers from legacy systems to cloud-based communications. This approach aims to unlock value from Avaya’s large installed base while reinforcing a service-centric business model. Meanwhile, acquisitions such as Esna Technologies and assets from Nortel’s enterprise solutions segment expand the company’s capability in real-time communications, application integration, and hybrid deployment models. Avaya’s cloud portfolio, spanning public, private, and hybrid options, reflects an effort to consolidate unified communications and contact center solutions under a more scalable and modular framework.
Avaya Risks and Challenges
Recent financial restructuring, while improving liquidity, may raise concerns about long-term stability among stakeholders. Rapid technological changes require continuous investment in AI and cloud innovations to remain competitive. Additionally, evolving data privacy regulations and cybersecurity threats pose challenges, necessitating robust security measures to maintain customer trust.
Avaya’s channel sales could undergo significant changes if it decides to withdraw support for box pushers.
In August 2017, the Company issued a press release announcing leadership transition, Avaya announced that it has appointed Jim Chirico, currently Avaya’s Chief Operating Officer and Global Sales Leader as Chief Executive Officer, effective October 1, 2017.
Kevin Kennedy, Avaya’s current President, and Chief Executive Officer will retire as CEO and a member of the Board of Directors effective October 1, 2017, but will continue as an advisor to the Company. Mr. Chirico will join the Board of Directors.
Avaya Ecosystem, Partners, Resellers and SI
Avaya’s ecosystem is strengthened by partnerships with industry leaders like Verint, Cognigy, Zoom, and RingCentral, enhancing its AI and cloud-based offerings. Its network of over 4,000 partners and 120,000 developers supports a vibrant innovation ecosystem, enabling customized solutions for enterprises.
The Avaya sales organization is globally deployed with direct and indirect (e.g., channel partner) presence in over 170 countries.
Among Avaya, partners are Afiniti, Nuance, Salesforce, Verint, Cogito, eGain, EXP360, Sabio, Salesforce Einstein, ScoreData, Sundown AI, Versay, and many others
Research Methodology
Data used in research reports are derived from publicly available documents, continuous surveys of applications vendors, customers, resellers, Independent Software Vendors, systems integrators and other verifiable sources.
Vendor shares and market forecast results are based on a combination of existing databases as well as demand side and supply side research conducted throughout the year with validation from vendors, customers, channel partners and documentations such as earnings releases and 10Q and 10K filings, vertical industry studies, regional and country-level statistics from public and private institutions(i.e. colleges, universities, government agencies and trade associations).
For additional information on our methodologies, here's the link:
https://www.appsruntheworld.com/About Ushttps://www.appsruntheworld.com/taxonomy
https://www.appsruntheworld.com/FAQ
