The innovative connection between technology and clients
P R O J E C T PA R T N E R S
Connecting with the Technology of the
future
Galib Karim, Vice President of Avaya Americas International, talks about Avaya’s technological innovation and how it engages clients in Latin America
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people’s lives in the digital era.
owadays, the technological sphere we live in is radically changing the way we interact with our ecosystems, from our work environment to the way we shop.
This is the case of Avaya, a world
Behind this progress there are companies
Business Chief Latin America
that, through their leadership and innovation,
had the pleasure of speaking
are harnessing, promoting and creating new
with Galib Karim, Vice President
technological solutions to give the best to
of Avaya Americas International,
businesses and clients. Companies that are
about his extensive career,
committed to integrating technology in
Avaya’s new vision and the
leader in communications software and services enabling unified communications solutions for business of all sizes.
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technological innovations that
Channel Director for Latin America at Bay
are being created.
Networks and President of Nortel Mexico,
A long career of passion for
Karim joined Avaya eight and a half years ago.
technology
Initially Director of Avaya Mexico, he
Karim began his career in the
assumed his position as Vice President of
industry more than 25 years ago,
Avaya Americas two years ago.
following his passion for how
“Joining Avaya as Managing Director for the
technology impacts and
Mexico region was a very interesting
improves people’s lives.
challenge… the one of a region that has a lot
After co-founding InterVan
of growth potential. After eight and a half
(Mexico’s first public data
years, we have gone through many
network) and developing roles as
processes, it has been an exciting race with w w w. a v a y a . c o m /e n
¿PLANEANDO LA TRANSFORMACIÓN DIGITAL DE SU EMPRESA? LLEVE SU CONTACT CENTER AL NIVEL QUE REQUIEREN SUS CLIENTES CON LA NUEVA PLATAFORMA AVAYA OCEANA. RT4 TIENE LA PERSONALIZACIÓN QUE NECESITA CON PAGOS MENSUALES EN MONEDA NACIONAL.
Comunicaciones en Tiempo Real en Sitio o en la Nube.
periods of great growth. We are
Today is a multinational that generates more
currently in another similar
than US$3.27bn annual profit; it has
period with a lot of activity,”
undergone a recent restructuring after
reflects Karim.
Chapter 11 and last January saw its return to
Winds of change at Avaya
the New York Stock Exchange following
Avaya was born as part of AT&T
growth plans.
to later become part of Lucent
This new approach was shown at the 13th
Technologies, with focus on
edition of Avaya Engage, the conference
telephone and television. In 2000,
organised by Avaya that was held on 21 June
Avaya became independent and
at the Citibanamex Center in Mexico, sister
moved its headquarters to Santa
event of Avaya Engage held in New Orleans
Clara (California), specialising in
in January.
unified communications and
Under the motto “Welcome to the Connected
services for contact centres and
World”, the event was presented by Jim
businesses.
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“Joining Avaya as Managing Director for the Mexico region was a very interesting challenge… the one of a region that has a lot of growth potential” — Galib Karim, Vice President at Avaya Americas International
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Chirico (CEO of Avaya) and brought together
CEO of Netflix, with The Story of
more than 3,000 clients, prospects, partners,
Netflix, Roy Campos, President
CEOs, analysts, speakers and journalists to
of Consulta Mitofsky, with his
participate and share knowledge about the
conference Political and Social
future of the communications software
Perspectives Towards 2018 and
industry and the impact of digital disruption.
Joan Laporta, Former President
The main focuses were the cloud, artificial
of FC Barcelona, with Barรงa a
intelligence, the internet of things, blockchain,
Success Model.
the automation of workflows and data
Avaya Engage is part of the
conversion.
events and conferences
Among the lectures offered by experts and
exploring new technologies that
industry professionals stood out Karim
Avaya is offering worldwide; the
himself with Welcome to the Connected
InnovationTour will be held in Sao
World, Marc Randolph, Co-founder and first
Paulo and Bogotรก in Latin
FACT
helping, enabling and providing technological solutions and services makes it possible to integrate all the communication elements of a company so that it
Has a presence in the five continents and generates more than US$ 3 billion revenue per year America as well as in the United
reaches its customers through any digital channel (including social networks). This effort not only encompasses the corporate sphere but also helps citizens, as Avaya Americas International collaborates with governments throughout the region and has also ventured into the automotive industry by installing
FACT
States and Asia-Pacific. TECHNOLOGY THAT IS CHANGING THE WAY WE COMMUNICATE
If something characterises Avaya is its ambition to innovate and, above all, to put technological innovation that comes from the future to change the present at the service of users. The company has open standards as its philosophy and its passion for
Eemploys 1,200 collaborators in 20 offices in Latin America w w w. a v a y a . c o m /e n
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software solutions for smart car data management. The company completely aligns itself with what its clients need to help them navigate
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“Each company has its own challenges, has its own objectives & technology is an enabler of them” — Galib Karim, Vice President at Avaya Americas International
the sea of digitalisation: “We understand the strategy or the digital agenda of our clients. Each client has different objectives in terms of a digital strategy plan. I would say that practically all clients have a digital agenda today and what we try to do is to embed ourselves in it to really collaborate with them and help them in their transformation. With each client we have a different process, each company has its own challenges, has its own objectives and technology is an enabler of them,” explains Karim. A solid relationship of trust in its employees In May 2018 Avaya was recognized as Partner of the Year by Verint Systems, the New York-based software and hardware firm for customer engagement, security and business intelligence. For 17 years, Avaya has been recognised as a leader according to Gartner’s Magic Quadrant and is number one in the contact centre infrastructure industry in the region. This is proof of the excellent valuation that Avaya enjoys in the market from industry leaders, clients and collaborators. With a base of more than 50,000 clients in Latin America, many of them are long-term
FACT
Has more than 50,000 clients throughout the region
established allies that have relied on Avaya to
is the trust that Avaya places in
grow and mature in their digital
its team, a network of 1,200
transformation process.
experts divided among 20
“I believe that there is a relationship of trust in
offices in Canada, Miami,
the brand, there is an indisputable
Mexico, Colombia, Brazil and
recognition of our technology from our
Argentina. Avaya professionals
clients that really is a technology that has
have a deep knowledge not only
always been mission critical, that has
of the company’s ecosystem, but
opened standards and that is why many
also of the technological
clients have continued with us through over
environment that is blossoming
the years,” explains Karim. “When we look for
within the industry.
new clients, we try to do the same, to
“We have very experienced
develop that kind of relationship and that in
collaborators specialised in
the end our technology has adequate service
different technologies, in trends,
and support so that we can really give our
in everything that is happening to
clients the results they need.”
really be advisors in anticipation for clients. Many clients trust in
THE TEAM THAT MAKES IT POSSIBLE
us their strategic technological
If there is a concept that Karim emphasises it
decisions.” w w w. a v a y a . c o m /e n
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This confidence in his team is clearly
In relation to its 1,000 business
reciprocal since the linear, balanced and little
partners, Karim highlights Dell
hierarchical organigram of Avaya, its
and Telus in Canada, Alestra and
flexibility and its initiatives of virtual offices
Telmex in Mexico, Cable &
and work mobility have earned the company
Wireless and Digicel in the
recognition as being “one of the best places
Caribbean, Telefonica, Conix,
to work” by Expansión magazine in Mexico,
RT4, Anixter, Amazon Web
along with similar awards in Brazil and
Services, Asure and Claro as
Canada.
partners key that have helped
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Welcome to the Connected World
and continue to help Avaya
player in cloud solutions, digital
achieve its success and
transformation, automation, artificial
leadership.
intelligence and the current emerging technologies that are being developed.
NEW CHALLENGES IN
“I believe that in five years we will undoubtedly
ARTIFICIAL INTELLIGENCE
be much more an artificial intelligence and
AND CLOUD
cloud company. I believe that this is where
Looking to the future, Karim
our transformation is heading,� Karim
views Avaya as a very important
concludes.
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4655 Great America Parkway, Santa Clara CA 95054-1233 USA T +44 1483 308000 mmetzler@avaya.com www.avaya.com/en