IBM and Avaya announce CRM partnership

IBM and Avaya plan to work together developing joint solutions and services for CRM, messaging and contact centres.

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By  Jon Tullett Published  September 6, 2001

Avaya and IBM have announced an agreement to develop and provide joint solutions for communications management, customer relationship management and contact centres.

Under the agreement, IBM Global Services will develop consulting and implementation services to complement various Avaya products and services. Included in the agreement are: unified communication solutions, customer relationship management (CRM) solutions for customer contact centres; and web-based e-commerce applications.

The companies will support these offerings through the development of a services practice that includes IBM Global Services and Avaya Professional Services.

IBM Global Services is developing a services practice to sell and support Avaya's unified communication solutions - a category of applications that streamlines information and contact management for mobile and remote end-users. This practice will focus on Avaya's Unified Messenger application, which enables users to manage voice mail, e-mail and fax communications. For the IT manager, Unified Messenger provides a solution that features a single message store, directory, network and administration, making it simpler to administer and less expensive to support.

As part of the agreement, Avaya announced an agreement with Lotus to jointly develop a Lotus Notes-compatible version of its Unified Messenger product. This will also give Avaya access to Lotus' extensive worldwide user base.

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