Avaya Takes New Approach, Improves Communications Manager Versatility in Version 5

| Jan 22, 2008 | Enterprise Communications | Competitive Intelligence Report

| Analysts: Brian Riggs, Rob Arnold

Current Perspective: Positive
Vendor Importance: Moderate
Market Impact: Low

Event Summary

January 21, 2008 - Avaya enhanced its Communications Manager IP PBX, adding end-to-end SIP support and a new media gateway platform, as well as introduced enhancements to supported end stations and video solutions.

Analytical Summary

• Current Perspective: Positive on Avaya’s Communication Manager version 5.0, because its enhanced SIP options, along with new server and gateway hardware continue to expand the already impressive deployment flexibility of Avaya’s flagship communications system for enterprises.

• Vendor Importance: Moderate to Avaya, because this Communication Manager release introduces a new product and unique architecture that may be implemented more widely across Avaya’s portfolio over time. Additionally, new gateway options serve as a reminder that Avaya’s alliance with Juniper is active and fruitful.

• Market Impact: Low on the enterprise communications markets, because Avaya is introducing a competitive differentiator with its new architecture, but one that will only appeal to a subset of smaller customers as of now. Alternative developers must be aware though that Avaya could implement the approach more widely to its portfolio and thereby increase its threat.

Recommended Competitor Actions

• Competitors should continue to point out that although Avaya makes a wealth of configuration options available for Communication Manager, not all of the seven gateways and six telephony servers within the catalog are compatible with one another.

• Mitel should disclose its plans for ongoing support of the Inter-Tel 7000, one of the few platforms on the market featuring telephony and presence/IM software integrated on a common server.

• Competitors targeting mid-market and enterprise accounts should be quick to point out that Avaya’s new product architecture (co-resident SES and PBX software) has resulted in a platform that is not highly scalable, making it unfit for larger accounts that are more commonly in need of sophisticated services enabled through SIP, such as presence-aware communications applications.

• Alternative developers should take the stance that even though Avaya has created additional motivation for customers to deploy its 9600 IP phone series with Communication Manager, it is also a clear attempt to discourage customers from utilizing third-party SIP phones with the Avaya PBX. As such, competitors should advise customers to examine which features are most important to them and how much they are willing to pay for the additional bells and whistles.

Recommended End User / Customer Actions

• With Communication Manager 5.0 Avaya is also introducing enhancements to its software support programs. The Software Support Plus upgrades potentially allow Avaya PBX and call center customers to upgrade to the current version at deep discounts. Avaya customers should inquire with the supplier as to what their specific requirements and costs will be.

• Communication Manager customers interested in SES, but with more than 100 users should query Avaya about roadmaps to embed SES and Communication Manager on servers more scalable than the S8300 platform.

• Enterprises shopping for a communications solution that have multiple branch locations with varying needs should investigate Avaya’s portfolio due to its breadth of branch office options.

• Customers looking for a router-based PBX solution should investigate Avaya IG550 products, but keeping in mind that they are designed for branch sites as part of a larger network rather than for operation as a standalone system.

• Avaya customers with IP phones from the 1600, 4600 and 5600 lines should inquire as to when an extended SIP feature set will be available to them.

CLIENTS ONLY

Current Perspective

Competitive Positives Concerns

Recommended Vendor Actions

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