IBM Adds Avaya Deal to String of CRM Pacts
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By Robert Conlin
CRMDaily.com
September 5, 2001
For IBM Global Services, a US$33 billion IT colossus, this is its third agreement with a CRM-related company in two days. On Tuesday, the company struck deals with CRM software maker Onyx and CRM applications maker Firstwave Technologies.
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In a week that -- though only half over -- has featured more alliance agreements than a political fundraising BBQ, IBM Global Services (NYSE: IBM) and Avaya (NYSE: AV) announced they will join forces to develop consulting and implementation services that complement Avaya's CRM, unified communication and e-commerce products.
The two companies said they will develop a services practice that will use the resources of IBM Global Services and Avaya Professional Services and that will push to deliver new business for their 200 mutual large enterprise customers, in addition to opening up new sectors.
"Two of the biggest challenges for enterprises in today's economy are increasing productivity and retaining customers," said Avaya chief executive Don Petersen. "As a result of this agreement, we can deliver the solutions businesses need quickly and efficiently through the world-class consulting and integration capabilities of IBM."
On Another Note
Avaya and IBM said they will develop a services practice to sell Avaya's unified communication products -- applications aimed at mobile and remote end-users. Avaya's Unified Messenger application lets employees manage voice mail, e-mail and faxes from a wide variety of wireless devices, for example.
The Basking Ridge, New Jersey-based company, which was spun off last year from ailing Lucent Technologies, also announced it has inked an agreement with Lotus Notes to jointly develop a compatible version of Unified Messenger. The agreement gives it access to Lotus' base of more than 85 million Notes users worldwide, Avaya said.
Agreeable Phase
IBM Global Services said the new services practice will provide consulting, design and implementation for Avaya's CRM products. Avaya said it is the world's leading call center product provider, particularly since it acquired the assets of troubled Quintus earlier this year.
For IBM Global Services, a US$33 billion IT colossus, this is its third agreement with a CRM-related company in two days. On Tuesday, the company struck deals with CRM software maker Onyx (Nasdaq: ONXS) and CRM applications maker Firstwave Technologies (Nasdaq: FSTWC).
The agreement with Avaya surely will boost the communications company's fortunes in the long run. Avaya is set to post a $500 million restructuring charge this quarter to write off pension benefits from thousands of voluntary retirements. It has seen 5,000 employees leave since it announced a restructuring earlier this year. The company posted third-quarter revenue of $1.7 billion and net income of $24 million.
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IBM Deals Buoy Onyx, Firstwave
(04-Sep-01)
Avaya Spearheads Speech Recognition Research
(07-Aug-01)
Avaya Rolls Out Telephony, CRM Innovations
(20-Jun-01)
Avaya Slashes 3,000 Jobs, Lowers Revenue Outlook
(13-Jun-01)
Avaya Puts Quintus Assets to Work
(15-May-01)
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