Encircling Opportunity: From SMEs to State Governments
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Vishal Agrawal, Managing Director of Avaya India, is optimistic about nationwide economic initiatives that are sparking activity across industries and business sizes. In 2016, Avaya India focused on transforming its business through value-selling and increasing relevance in communications and contact center businesses. The government's 'Digital India' and 'Make in India' initiatives boosted government spending and the SME segment, positioning Avaya well for growth. Key highlights included expanding Avaya's partnership with Bharti Airtel and increasing market share in the midmarket and government segments. Trends in 2017 include customers investing in automation, analytics, and cloud services, with government spending on infrastructure and emergency services expected to rise.
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Encircling Opportunity: From SMEs to State Governments
- 1. Encircling Opportunity: From SMEs to State Governments Vishal Agrawal, Managing Director, Avaya India, is optimistic about nation-wide economic initiatives thatsparkeconomicactivity acrossindustriesand business-sizes,and is riding the wave to make inroads into other South East Asian markets. What did Avaya see in India in 2016? For Avaya India, 2016 was the Year of Business Transformation. This transformation was driven by multiple factors,bothinternal andexternal.Ouroperations in India increased focus on value-selling to ensure thatwe were solvingourcustomersbusinesschallenges,andtoincrease the relevance of Avaya inour traditional Unified Communications and Contact Centre business for BPO, enterprise and global customers. The year 2016 also saw the government bet big on its Digital India and Make in India initiatives, drivingamood swinginthe countrythat not onlyboostedgovernment spending but also impacted the SME segment. Avaya was able to successfully focus on growth areas including government and the midmarket, positioning us well for 2017. What are your highlights of the year? We successfully extended our partnership with Bharti Airtel, Indias largest telecom service provider, with an agreement with Avaya Private Cloud Services (APCS) to transform their contact center operations, and help Airtel deliver unified, seamless and personalised experiences to its customers. Our midmarketandgovernmentsegmentsmade greatstridesinthe year,with the midmarket business doublinginFY16 fromthe previous year, increasing its share of our business from 10 per cent to 16 per
- 2. cent.The governmentengagement increased from 5 per cent to 15 per cent as we increasingly helped government organisations achieve their digital objectives. For instance, we recently announced the successful completionof the Dial 100 project with the state government of Uttar Pradesh, Indias most populous state, to provide emergency services for its 204 million citizens. We alsoextendedAvayasbrandintonew markets,witheventsinSri Lanka and Bangladesh for the first time,makingapositive impact. We also held a first for Avaya India a successful consultant event in Dubai. What are the trends you see in 2017? Our customers are investing in automation, omnichannel engagement, Cloud services, including Software-as-a-Service (SaaS),andanalytics.Ourproductportfolioof the Breeze development platform, Equinox,OceanaandOceanalyticsmeanwe are verywell positionedtogoto market with solutions that can meet customers requirements. Government spending will definitely increase in 2017, with increased spending on infrastructure and greater roll-out of emergency services. We are working closely with State governments on providing emergencyresponsesystemsanddigitisationof educationinitiativesas major target areas. The Dial 100 project in Uttar Pradesh highlights the scale of projects that we are able to support.