Avaya and NICE end partnership in China? [Updated]

Update: According to both Avaya and NICE Systems representatives, there is no change to the existing global partnership between the two companies. From Avaya: “Avaya has not terminated its partnership with NICE in China or anywhere else in APAC, and both companies continue to cooperate in the contact center space.” From NICE: “Particularly for China region, NICE and Avaya management in China have the mutual commitment of continuous cooperation. The joint success throughout the years and strong relationship will continue to drive this cooperation moving forward.”

I am hearing from a China-based source that Avaya has ended its alliance with NICE Systems in the China (perhaps all of Asia?) market. No official word yet from the press contacts at respective companies. I will keep you updated once I hear back.

Avaya has been successful in the Chinese market, but as in elsewhere it faces stiff competition with behemoth Cisco. Because of the name brand Avaya has won the hearts of many major corporations in China, but in that market it also has to fend off the likes of NEC and Panasonic which have a strong presence in Asia and are more well received by smaller businesses — a growing sector of the Chinese economy.

NICE Systems first opened its APAC office in Hong Kong in 2001 and has since scored some high-profile wins in the region, but mainly in its video products. The (only?) publicized voice/contact center related contract came from Chinese e-commerce site, Alibaba.com, in 2008.

Perhaps that is the reason why Avaya and NICE ended their partnership in the region. It appears NICE is having difficulties making inroads in the call recording and quality management areas of contact centers in China.


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