Avaya bets on middle space to grow business in India

PUNE: American digital communications software and services provider Avaya is betting on the mid-market segment to grow its business in India, even as customer experience becomes a key driver for clients.

This segment has been growing well for the company over the past two quarters, said Vishal Agrawal, managing director, India and Saarc, Avaya India. “We are working with channel partners to grow this ecosystem. It is currently about 15% of the business, but will grow to at least 30% in the next couple of years,” he told ET.

The mid-size segment primarily comprises upcoming enterprises, both startups and commercial organisations, which have already achieved a certain scale. “Digital adoption in the segment hasn’t been at the pace it should have been, but there is a push to digitise customer experience and modernise how teams collaborate and work within the organisation in the last few quarters,” he said.


India has been among the top ten global markets for Avaya over the past few years, growing in double digits. At present, it is home to the biggest delivery centre for Avaya with over 2,000 employees across different functions, and it works locally with the government on applications like emergency response services, and private enterprises.

With end clients expecting companies to leverage different technologies, Agrawal said this is an opportune time for Avaya to expand and grow in India.