Avaya Among Apps Top 500

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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

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 obtained this approval in less than a year from the date of submission, effectively making it one of the fastest BCR approvals obtained by Fieldfisher."

Avaya Mergers and Acquisitions (M&A) Activities

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 Key Enterprise and Cloud Applications

AvayaLive Cloud,

Avaya Revenues, $M:

Type/Year 2019 2020 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:

Type License Prof. Services Hardware Support & Maintenance SaaS PaaS IaaS Other (Non Enterprise Application Revenues) Total
% of Total Revenues Subscribe Subscribe Subscribe Subscribe Subscribe Subscribe Subscribe Subscribe 100%
Revenues, $M Subscribe Subscribe Subscribe Subscribe Subscribe Subscribe Subscribe Subscribe Subscribe

Avaya Revenues By Region, $M

Region % of Total Revenues 2020 Total Revenues, $M 2020 Enterprise Applications Revenues, $M 2020 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

Region 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: 220000

No. of Avaya Enterprise Applications Customers: 220000

No. of Avaya Cloud Customers: 33000

No. of Avaya Cloud Subscribers: 4 million


"In 2019 Avaya signed over 350 deals with a total contract value of $1 million or greater and added 6,000 new customers in fiscal 2019. The company succeeded in doubled-down on a high-value technology partner ecosystem with Google Amazon Salesforce com with Google, Amazon, Salesforce.com, Verint, Afiniti, eGain, and many more to position Avaya as the partner of choice.

Avaya’s customers include Morgan Stanley&Co. LLC, Progressive Casualty Insurance Company, Whirlpool Corporation, HP, Home Depot, Inc., United Air Lines, Inc., Marriott International, Inc., the Blue Cross, and Blue Shield Association, Australia National University, and the FDIC."

Avaya Market Opportunities, M&A and Geo Expansions

In March 2021, Avaya launched new capabilities for Avaya Spaces, the modern workstream collaboration (WSC) platform that offers evolved Unified Communications capabilities via a user’s preferred device. AI-enhanced meetings and simpler, integrated voice and video calling powered by Avaya OneCloud CPaaS (Communications Platform as a Service) can now extend existing on-premise calling technology with Avaya Spaces.

In October 2019, Avaya entered into certain agreements regarding a strategic partnership with RingCentral, a leading provider of global enterprise cloud communications, collaboration, and contact center solutions, to accelerate the Company's transition to the cloud.

Through this partnership, the Company will introduce Avaya Cloud Office by RingCentral, new global unified communications as a service (“UCaaS”) solution. Avaya Cloud Office will expand the Company's industry-leading portfolio to offer a full suite of UC, CC, UCaaS and contact center as a service (""CCaaS"") solutions to a global customer base, which includes more than 100,000 customers, over 100 million UC lines and 5 million CC users in approximately 175 countries. Avaya Cloud Office provides the Company with an opportunity to unlock value from a largely unmonetized base of our business as it brings compelling value to our customers and partners. ACO combines RingCentral’s leading UCaaS platform with Avaya technology, services, and migration capabilities to create a highly differentiated UCaaS offering. Under the partnership, the Company is required to market and sell ACO as its exclusive UCaaS solution (subject to certain exceptions). Avaya now has a full suite of public, private, and hybrid cloud solutions for its global UC and CC customers and partners. ACO is expected to launch in the second quarter of fiscal 2020.

Released Cloud communications platform and communication applications Zang to thwart SaaS startups in collaboration and unified communications.

Avaya acquired Esna Technologies Inc., a provider of real-time collaboration and communications software, to accelerate the adoption of communications-enabled applications for both enterprises and midmarket companies.

Avaya acquired certain assets and assumed certain liabilities of the enterprise solutions business (“NES”) of Nortel Networks Corporation out of bankruptcy court proceedings, for an adjusted purchase price of $933 million. The terms of the acquisition did not include any significant contingent consideration arrangements. Innovation focused on emerging technologies such as mobility, cloud-enabled communications, video, application integration, wireless, cloud, security, & services."

Avaya Risks and Challenges

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

"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

Avaya Cloud Infrastructure Insights

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  • Avaya Public Cloud and Infrastructure (IaaS)
  • Avaya Platform (PaaS)
  • Avaya Application Delivery
  • Avaya Private Cloud and Data Centers

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).


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