Avaya wanted a solution that would enable partners to take customers from lead generation, through order placement and provisioning, to customer service. The solution had to be cloud-based and built on open-standards to ensure flexible integration and business agility.
“Oracle Cloud solutions delivered on our requirements as they enable us to quickly create an innovative process that is completely, or in our case, partially in the cloud and partially in our legacy systems. Oracle Integration Cloud makes it easy to connect the two worlds together,” Ebrahimi said. “We are connecting our back-office systems, which include SAP on-premises applications, Oracle Marketing Cloud, and Oracle Sales Cloud (forming the foundation of our new partnership relationship management solutions), with our electronic data processing system in our own cloud.”
In building its new partner engagement management solution, Avaya looked to reduce customizations, and Oracle stepped up to assist.
“Oracle was willing to cover basically 80% of our previous customization in a base product, enhancing its partner relationship management offering in the last few releases to basically match many of our requirements. This, in turn, will save us significant costs and effort in the short and long term,” Ebrahimi said. “We are estimating a 30% reduction in our ongoing IT maintenance costs.”
Avaya is using Oracle Java Cloud Service to facilitate seamless integration between Oracle Cloud environments and its on-premises SAP applications as well as other environments, including Salesforce.com. “We can now flex quickly and move at the speed of opportunity since we do not have to do customizations in 20 different locations. For example, we integrated with our SAP enterprise resource planning environment using Oracle Integration Cloud Service products to enable us to seamlessly handle billing and provisioning,” Ebrahimi said.