Avaya's recent analyst day focused on its dual thrust of evolving into a solutions provider from a products firm and driving its services offerings into the higher realm of addressing communications-centric business process requirements and pain points. Although the concept is compelling, Avaya faces numerous hurdles in developing communications consulting services that are relevant to business processes. These include developing relevant/compelling messaging, building out business process domain expertise and resources, and overcoming its communications product market legacy. Management has committed to a solid vision, but additional resource investments/acquisitions, enhancing execution capabilities and leveraging more business-savvy partners, will determine how fast this vision becomes a reality.
META Group originally published this article on 25 March 2004.