Knowing you, knowing SME...Avaya and Microsoft have signed an agreement that will see them provide an all-in-one customer relationship management (CRM) software suite for small and medium-sized enterprises (SMEs). Microsoft's entry into the CRM space has been eagerly anticipated, especially given its historic ability to serve SMEs - just the type of company who have long been under-served by many established CRM vendors. The deal calls for Avaya, known for its CRM and enterprise telephony and networking products, to license Microsoft Business Systems' CRM product and integrate it with its IP Office system. Its channel partners will offer the package, together with ongoing service and support. It will be rolled out to a limited number of customers in the second quarter of this year. The fully integrated product will be available by year's end.