1. Competitive Battle Card: Avaya Aura Contact Center
A quick reference guide to help you sell against the Avaya Aura Contact Center
Avaya Aura – Solution Overview
Hq’d in Santa Clara, California
Avaya has multiple contact center platforms, along with a breadth of UC portfolio and a not working Cloud offering
Avaya Aura Call Center Elite (Large Enterprises)
Avaya CC Select (Mid-Size)
Avaya IP-Office CC (SMBs)
Cloud offering is Multi-Instance
Avaya owned by private equity, who is looking to sell its assets.
Declining revenue for 16 consecutive quarters and getting replaced very often by competitors.
Avaya Aura – Strength & Weaknesses
Strengths:
Avaya products and its reports has a perception to be state-of-the-art
Part of a large portfolio that can meet many segments’ needs
Strong branding in CC space
Large customer base
Weaknesses:
Expensive pricing. Professional services often quoted 10x of Cloud + Static routing only
Limited analytics and reporting capabilities. Non-actionable intelligence
Call vectoring handled by PBX, limiting how many it can handle
Financial stability & weak Cloud execution. No Jitter Analyst Barry O’Sullivan: “This is about Chapter 10 in the "we don't get cloud" story from Avaya. Of course u know what comes after Chapter 10”
Positioning & Objection handling against Avaya Aura:
Financial Stability
Issue: Avaya is owned by a private equity firm who is looking sell its assets. Avaya has been experiencing declined revenue for 16 quarters consecutively. With multiple CC offerings currently, there has to be a consolidation play happening soon.
Impact: M&A in communications space is evident. But, what is going to happen to Avaya? Bankruptcy like Aspect? Can Avaya keep supporting your platform?
BroadSoft Advantage: BroadSoft is here to last and our strong financials prove that.
Capabilities
Issue 1: Avaya only has static routing.
Issue 2: Limited analytics and reporting capabilities. Not actionable intelligence.
Issue 3: Non-native SFDC integration
Impact: Customers are limited in their abilities to improve business outcomes, profitability and have a better grasp of their business processes. Visualizing and reporting also very effort-intensive.
BroadSoft advantage: BroadSoft CC- One has predictive and dynamic routing capabilities, coupled with state-of-the- art analytics and reporting to optimize business outcomes.
Not Ready for Cloud
Issue 1: Avaya’s Cloud is only a Marketing “Breeze”
Issue 2: Call vectoring handled by PBXs.
Impact: Avaya is an on-premise oriented company. Cloud is an after-thought and they are very late for “real Cloud”.
BroadSoft Advantage: CC-One is built for Cloud, with industry- recognized and patented approach, specialized GTM and roadmap.
Pricing & Licensing
Issue: Complex and expensive licensing structure.
Impact: With Avaya failing to make the transition to Cloud, their professional services pricing still in the hardware maintenance range. Often seen as “10 times more expensive” compared to its CCaaS competitors.