MetriNote – Avaya 2024 Transformation

Author: Diane Myers, Senior Research Director & Principal Analyst What's the news? In April, Avaya held its first industry analyst conference since emerging from chapter 11 bankruptcy in May 2023. Executives shared the work they are doing to reclaim brand trust and to position Avaya as a leader in enterprise customer experience. The team was clear on its goal of transforming itself from a leader in voice-centric solutions to a leading customer experience (CX) solution for large enterprises. CEO Alan Masarek detailed Avaya’s transformation progress across three key areas—financial strategic, and operational—along with the key assets the company has to accomplish its goals. He clearly articulated the customer value proposition that Avaya is operating under, that being to provide innovation without disruption. The crux of this mission is allowing Avaya contact center and PBX customers to maintain core voice systems on premises or in dedicated cloud environments while providing overlay cloud-enhanced applications from Avaya and partners. In addition, the management team outlined the work it has done to complete its financial and strategic transformations. Milestones to help it achieve those transformations include restoring operating free cash flow, resetting corporate culture/values, focusing in on target market and customer segmentation, and determining how best to achieve competitive differentiation.