UPDATE 2017/1/19: Avaya declared Chapter 11 bankruptcy today.
UPDATE 2016/9/1: Genesys announced today it is buying Interactive Intelligence. Our coverage: Genesys Buys InIn – Biggest Merger in Call Center History?. The opinions below are still worth reading, though. The points they raise remain relevant to both Genesys and Avaya.
We’ve known for a while that Avaya needed to do some restructuring to help reduce its $6B pile of debt. There has been speculation that parts of the company may be sold off including their call center business. Last week, Reuters reported that there is indeed at least one suitor for that division and it is none other than Genesys, Avaya’s long-time competitor in the call center space. Having just raised $900M, Genesys was a logical suitor, yet the news seemed to catch most people off guard.
Avaya is an industry titan with over 300,000 customers, including 83% of the Fortune 500 companies. Such a transaction would be the most significant alteration of the call center vendor landscape in years; perhaps the largest shift since Avaya itself bought Nortel’s enterprise business in 2009. What does it mean for the industry? We asked some of the leading experts for their “hot take”. Continue reading