CGE&Y teams with Avaya for CRM

After spinning off from Lucent Technologies last month, Avaya Singapore has formed an alliance with IT consultancy and integrator Cap Gemini Ernst & Young (CGE&Y) to offer customer relationship management (CRM) solutions throughout the Asia-Pacific region.

CGE&Y will reportedly provide the systems integration, consulting and design services while Lucent's former enterprise networks group will provide the voice/data convergence, cabling and messaging for the intended CRM solutions.

Although the partnership will not use CRM software from Seibel Systems after Avaya signed a global agreement with the CRM software vendor in June, it will lay the groundwork for future Avaya/Seibel offerings claims Doug Gardner, Avaya's Asia-Pacific director of Global System Integrator and CRM businesses.

"This will complement the Seibel agreement," claims Gardner. "No single CRM [vendor] can do the lot. Seibel is very strong in the customer care and call centre areas, whereas [Avaya] links the back-end [applications] with the front end."

The alliance comes as Avaya looks to both take over the enterprise space vacated by Lucent, and grow its channel sales from 30 to 50 per cent (ARNnet, October 5).

Historically, Lucent has had a predominantly direct focus in Australia as opposed to being a strong indirect vendor in all other regions. But Gardner claims this is set to change as the vendor looks to both international partners like CGE&Y as well as Australian-bred system integrators, with Gardner keen to develop ties with the later group over the next 12 months: "I'm more interested in local partnerships," he said.

CGE&Y approached Avaya a year ago after the consultancy secured a tender with one of Singapore's largest telcos. The alliance has since become a regional one, Gardner added.

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