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Consumer Power Driving Innovation in Businesses; Effective Collaboration Is Key According to World Innovation Forum Survey by Avaya and HSM

June 8, 2011 - NEW YORK, NY

World Innovation Forum -- Customers have more information and options than ever, and that power is leading businesses to invest in new innovation initiatives to meet their demands. While companies understand that collaboration is critical to providing differentiated service and products, existing tools limit efficient and effective teamwork, according to a survey presented by Avaya at the World Innovation Forum. The findings are the result of over 500 responses of companies around the world, the majority of which are organizations with multiple offices within a certain region or distributed internationally.

Highlights of the survey include:

  • Top three business objectives driving investment:

Support new revenue generating initiatives 63 %
Deliver improved customer service 51 %
Improve integration of business processes 49 %

  • Top three areas of disruption due to business exposure:

Cost changes to deliver products/services (competitiondelivers for less) 29 %Increased customer bargaining power from betterinformation 28 %Shifts in customer expectations 27 %

  • Top three areas where collaboration is critical:

Customer care and support 48 %New product development 42 %Business strategy development 35 %

  • Top three barriers to collaboration:

Employees are not fully engaged when using existingcollaboration tools 48 %Collaboration capabilities not linked to existingbusiness processes 45 %Inability of employees to meet face-to-face 42 %

Supporting Quotes:
Brett Shockley, senior vice president, Corporate Development and Strategy, Avaya
"Companies have clearly moved from a focus on across-the-board cost reduction to strategic investments in innovations for differentiated products and services. They also recognize effective collaboration with customers and among employees and suppliers is critical to reaching their business goals. That said, the pressure is on to find and use new communications and collaboration tools -- like the Avaya Flare Experience and Avaya web.alive -- that will help them change the game."

Pat Meier, CEO, HSM Americas
"Innovation impacts every area of every organization and today's most successful companies are those that are driving innovation across the board. We are pleased to have our friends at Avaya join us at the World Innovation Forum to help spread this important message."

Additional Resources:
For full results of the survey, visit
World Innovation Forum
Avaya Unified Communications and Collaboration Solutions

Tags: Avaya, World Innovation Forum, innovation, unified communications, business collaboration, customer service, Avaya Flare Experience, Avaya web.alive, immersive collaboration

About Avaya
Avaya is a global leader in business communications and collaboration, providing unified communications, contact centers, data solutions and related services to companies of all sizes around the world. For more information, please visit

Certain statements contained in this press release are forward-looking statements. These statements may be identified by the use of forward-looking terminology such as "anticipate," "believe," "continue," "could," "estimate," "expect," "intend," "may," "might," "plan," "potential," "predict," "should" or "will" or other similar terminology. We have based these forward-looking statements on our current expectations, assumptions, estimates and projections. While we believe these expectations, assumptions, estimates and projections are reasonable, such forward looking statements are only predictions and involve known and unknown risks and uncertainties, many of which are beyond our control. These and other important factors may cause our actual results, performance or achievements to differ materially from any future results, performance or achievements expressed or implied by these forward-looking statements. For a list and description of such risks and uncertainties, please refer to Avaya's filings with the SEC that are available at Avaya disclaims any intention or obligation to update or revise any forward-looking statements, whether as a result of new information, future events or otherwise.

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Media Inquiries:
Deb Kline

Stephanie Nowik


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