Avaya, a global leader in enterprise communications systems, software and services, today revealed a very positive outlook for the enterprise communications and collaboration industry across Asia Pacific, with the announcement of the results of a survey conducted among delegates attending the annual Avaya Connect Asia Pacific Partner Conference in Macau.
The survey asked delegates prior to their arrival at the event to comment on the general business environment and trends they see across the Asia Pacific region for the communications and collaboration industry. In an overwhelmingly positive response, 78% of attendees viewed the general business environment as either more or much more positive than a year ago, and fully 97% expecting business growth for themselves in 2011. Indeed almost 2 out of 3 respondents (64%) predicted their business would grow in the high single or even double digits in the coming year.
Over 200 selected individuals representing 84 of Avaya’s most strategic channel partner and distributor organisations from 15 countries and territories across the Asia Pacific region attended the event, designed to enable Avaya and its channel partners to address strategy, go to market models, new initiatives and common goals for the year ahead.
“These results speak volumes about the return of business confidence in Asia Pacific,” said Francois Lancon, President, Asia pacific, Avaya. “We have already seen significant growth for Avaya in APAC in 2010, and that looks set to continue in 2011, as we pursue our aggressive target of doubling our APAC business in 3 years. Innovation such as the Avaya Flare Experience, which makes business collaboration both intuitive and fun, has captured the imagination of companies across the region. We are confident that Avaya’s people-first approach to technology, and the strong Avaya Connect channel partner community we have built in this region, will help us to greater heights in 2011,” he added.
FSI predicted to be biggest growth vertical
Among those surveyed, 62% named the Financial Services and Insurance (FSI) sector as one of the top two verticals likely to drive the highest growth in enterprise communication spend with them in 2011. In addition, 42% thought the Telecommunications and IT industry would be a key customer segment, 35% saw Government spending on communication technology remaining strong and 27% saw growth from manufacturing companies.
New solutions to drive customer service
In a shift from a similar survey conducted a year ago, 35% of respondents saw “new solutions to drive customer service” as the key investment focus for their customers in 2011. This underlines the value of service differentiation as a key customer retention strategy. Enhanced customer service has been a central principle of Avaya’s approach to the next generation of contact center deployments – which use context and history to ensure users have a seamless, rewarding experience that drives loyalty and increases likelihood to spend. Last year’s primary objective – “selected technology investment to enhance productivity” scored the second highest with 27% of respondents. Operational cost savings were lowest on the list, with only 6% thinking this would drive customer buying behavior in 2011.
Larger companies investing again – UC and video the biggest focus
When asked what types of business would increase their spending in 2011, 59% named multinational and large national enterprises as the most likely to increase spending with them in 2011. A further 31% thought that mid-sized companies would drive strongest growth. This represents a turnaround from a year ago, when the SME market was seen as the biggest driver of increased spend in 2010. This change supports the view that business confidence is returning across the region and the largest players are once again investing for their future. And the most significant areas of growth in spending, according to Avaya’s channel partners, will be in Unified Communications (UC) according to 33%, video 17%, contact center (CC) enhancements 15% and Software / Communications as a Service (SaaS / CaaS) 15%.
“Overall these results demonstrate a very close alignment between Avaya’s areas of innovation focus, our channel partners’ predictions for growth and our mutual customers’ investment priorities in 2011,” commented Lancon. “Across UC, video, CC, data, virtualization, applications and services, Avaya is focused with our channel partners on driving success for customers through new ways to collaborate and communicate, a more people-centric approach to technology that drives both productivity and enhanced customer service capabilities, new revenue opportunities and ongoing cost savings.”
The survey was conducted by Avaya between November 23 and December 2 among 200+ strategic Avaya Connect channel partners registered for the 2011 Avaya Connect Asia Pacific Partner Conference.