Avaya Channel Managed Services

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Connecting Avaya’s Channel with Global 24/7 IT Help Desk Managed Services

Avaya is a leading global provider of real-time business collaboration and communications solutions. Providing extensive maintenance and support services to global channel partners of one of the world’s largest providers of Unified Communication and Collaboration (UC&C) technologies (including mobile, video, contact centre, networking and more) might prove challenging for some, but not itec.

itec connects the vendors’ channel by providing the core technical skills and reach needed to capitalise on additional revenue generating opportunities that might otherwise be out of reach. When everyone benefits, everybody wins.

The growth and development of key strategic relationships fostered by itec has been instrumental in helping drive growth and revenue for the vendors’ channel, whilst enabling their end customers to maximise investments in UC&C technology. “In the time that I have worked at itec, I have personally overseen a 70% growth in Avaya maintenance services within the last 12 months alone,” commented Brett Green, Chief Technology Officer at itec.

Connecting Disparate Services

The challenge faced by many partners when deploying, implementing and supporting Avaya’s UC&C technology is scaling to meet the global demands placed on them by their own customers. Green says, “A consideration that their partners often overlook is that it’s one thing to have the resources in place globally, but it’s another matter to manage those resources and to deliver the same stellar service customers have come to expect, at a local level.” Scalability, often a barrier to growth, prevents partners from tapping into additional international revenue generating opportunities.

Partners often try to scale up, but end up bringing through inadequate resources without the core skills to deliver the required services on a global platform. This can become detrimental to relationships. “As is so often the case, finding resource on an international scale is problematic in itself. You may think you’ve solved that first challenge, but you could expose yourself to risk with unproven reliability, particularly if your partner turns out not to have the right people with the right skills,” comments Green.

Value Added White Label Services

itec are not the first white label service provider to be able to support Avaya’s UC&C technology. However, there are several key recognised differences that set itec apart from the others. Green has a clear idea on what is driving growth and continued renewals. “Because we’ve been doing this for so long, our experience has shaped our service offerings. We now have the support frameworks and expert technologists in place that enables us to meet SLAs and deliver the UC&C technologies our customer’s want, when they want, on a global scale. Driven by the needs of their own end users.”

Global Reach

Avaya provide next-generation unified communications, real-time video collaboration, contact centre, networking and related services to companies of all sizes around the world. Traditional managed service providers often encounter challenges when extending their services beyond a single region. They may encounter lack of resource, technology expertise or language barriers. They often try to solve this by subbing out to a third party; thus reducing connection and creating many disparate ‘owners’ and a complicated service chain. But not with itec. With offices that span the globe, combined with an extensive international network of Service Partners, itec’s reach and exposure is vast. The Systems Integrators (SIs), Value Added Resellers (VARs) and Value Added Distributors (VADs) that itec work with, and on behalf of, when deploying UC&C, networking and customer experience technology, are able to benefit from this reach and enhanced service capability, all from a single provider.

itec keeps it simple. There will only ever be ‘one throat to choke’, simplifying communication and control, and reducing the risk of failure. “Bridging the language gap is a crucial element to delivering a successful service,” says Green. “Having one point of contact is essential; it makes our customers feel valued and looked after, and allows them to retain control. It often speeds up resolution times as the communication paths are shorter and less congested.”

Extend and Enhance

With skills and resources readily available to support on a global scale, itec can extend the capability and offerings of Avaya partners. “Extending our customers’ services is a great asset to them. They themselves are servicing some of the world’s largest telecoms, financial service, manufacturing businesses. So it’s essential that they’re able to scale to meet their functional demands.” itec can effectively implement and support the vendors’ technologies with any end customer, in any location, allowing partners to develop their service portfolio and enter new markets.

Predictable SLAs

“Our SLAs have been honed and perfected by supporting Avaya’s technology for a considerable number of years, and knowing what our partners need to succeed,” says Green.

Simplified packaged support services that include amongst other elements:

  • Bronze: support during 9-5 office hours, next business day onsite services
  • Silver:    support during 9-5 office hours, 4 hour onsite services
  • Gold:     support 24/7 IT help desk, 4 hour onsite services

Each level has its own pre-defined set of SLAs, which streamline support and enhance clarity of service delivery. They can be adapted for both vendor and partner operating across EMEA, APAC, North America and Latin America.

Technology Experts

As a Services Only business, itec relies on highly qualified and experienced staff to ensure its customers, and their clients, receive the highest levels of support possible. itec do this by adopting a policy of employing and partnering with technology experts, skilled and certified within the field of the vendors’ solution area. “With many of our projects we’re dealing with end user business critical infrastructure, so there is no room for error, there can be no learning period. Our experts allow us to bridge capability gaps, minimise training time, and ensure our clients, and their end users, are suitably supported,” says Green.

Beyond Managed Services

itec realises that success for their customers, results in success for them. For this reason, the itec team work diligently with their clients to support them in tender and pitching activities. Operating as a white label organisation, itec’s technology and service experts can become part of the sales process which, because of their considerable Avaya services expertise, greatly increases the chances of a successful bid. “Part of what sets us apart from other managed service providers is that we’ll go beyond project design, implementation and support. We’ll support our customers to secure new contracts with the end customer. It makes for positive relationships, and our growth is a testament to that.” itec make customer engagement a simple process, by utilising its technical knowledge to identify customer needs and the required solutions, creating a clear project roadmap for itec, the Avaya partner and the end customer.

Alongside aiding the tender process, itec further supports partners by providing a white label service that interfaces directly with Avaya. By utilising its long standing relationship with Avaya and working on the partners behalf, itec is able to significantly reduce the total cost of ownership for Avaya products. “As we purchase Avaya equipment on a large scale, we can offer partners a better unit price, reducing project costs”, shares Green. “Combining this with itec’s ability to reduce expenditure in terms of recruitment and training by extend partner service capability, itec make projects more profitable for our customers”.

About itec

itec has helped vendor partners design, implement and support successful technology solutions since 1996.

As a services company, they understand that it’s people that define whether a business will succeed or not. By employing some of the brightest technology minds in the IT industry, they help organisations bridge the skills and resource gap that’s often the biggest hurdle to obtaining positive results.