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Avaya, Microsoft connect with deal that will integrate CRM with IP Office

Avaya Inc. and Microsoft Corp. today announced their planned strategic alliance for Avaya to create a packaged appl...


February 19, 2003  


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Avaya Inc. and Microsoft Corp. today announced their planned strategic alliance for Avaya to create a packaged applications and hardware solution for small and medium businesses that have multiple customer touch points.

The companies signed an agreement outlining plans for Avaya to license Microsoft’s Business Solutions Customer Relationship Management (Microsoft CRM) and develop an “all in one” application suite by integrating it with the Avaya IP Office offering.

Traditionally, CRM (customer relationship management) refers to formal call centers used by enterprises that rely heavily on telephone transactions to conduct business.

“CRM emerges as the first enterprise software application to be widely embraced by small and medium businesses (SMBs),” said Dr. Alex Kalamarides, senior vice president, Research and Consulting Services, AMI-Partners, Inc. “Many SMBs feel the time has come to overhaul their simple, often home grown sales force automation (SFA) applications and CRM solutions.”

The first stage in the integrated application is expected to be introduced to a limited market in the second quarter, with the fully integrated product available by the end of year


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