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October 13, 2009

Avaya offers new managed services to partners

Allows partners to provide their own brand of managed services to customers, using Avaya technology

By CBR Staff Writer

Avaya has launched a new set of managed services offers to help its partners expand their business and enhance customer relationships. This new suite of Avaya Partner-Enabled Managed Services allows partners to provide their own brand of managed services to customers – using Avaya technology, processes, and experts.

The company said that managed services provide real-time monitoring and management of communications and information technology (IT) infrastructure. Avaya Partner-Enabled Managed Services are aligned with IT Infrastructure Library (ITIL) standards, a collection of best practices for IT service management.

According to Avaya, with its Partner-Enabled Managed Services, partners have a range of options for the delivery of managed services, which provide partners with access to Avaya’s technology experts, platforms, and operational support, giving partners new opportunities to grow their business, enhance their customer service reputation, and provide differentiated levels of support.

In addition, a ‘private label’ option allows Avaya’s partners to take the lead in managed service engagements while using Avaya’s network operations centers (NOC), applications and equipment, maintenance, and other services. With this approach, a partner can choose to provide some of their own support (i.e. help desk support) while Avaya handles the rest, or they can have Avaya handle all of the support. Partners can brand their services under their own name, or co-branded with Avaya.

Another option has been designed specifically for Systems Integrator and Service Provider partners, which already have their network operations in place. With this approach, Avaya integrates support capabilities into the partner’s existing network operations center, providing them with the tools, processes and training for the partner to deliver their own Avaya-based managed services offer.

Avaya Partner-Enabled Managed Services lets partners offer a range of multi-vendor unified communications, contact center and network infrastructure offerings that are categorised into three types of service levels, such as monitor, which includes service desks, notification, and some monitoring services; operate, which includes all Monitor services, plus the handling of technology configurations, incident and service management and other maintenance issues; and optimise, which includes both monitor and operate levels, plus system administration, availability and capacity management services, and ongoing consulting.

Ed Nalbandian, vice president of Avaya Operations Services, said: With this announcement, Avaya is accelerating its channel-centric approach with customer needs and partner goals in mind. We are now moving to a partner-based model, supporting Avaya and non-Avaya technology, and opening up our tools and capabilities to enable partners to delivery managed services in the way that’s most optimal for them.

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