AVAYANORTH AMERICAN GOVERNMENTCOMMUNICATIONS, COLLABORATIONAND CUSTOMER EXPERIENCESOLUTIONS INDUSTRYBest Practices Criteria for World-Class Performance
Frost & Sullivan applies a rigorous analytical process to evaluate multiple nominees for each award
category before determining the final award recipient. The process involves a detailed evaluation of bestpractices criteria across two dimensions for each nominated company. Avaya excels in many of thecriteria in delivering compelling communications, collaboration and customer experience (CX) solutions
to government organizations.

Strategy Effectiveness and Execution
Government organizations have been on digital transformation journeys for a couple of decades.
However, they have lagged behind their counterparts in other industry sectors due to more stringent
security, compliance and integration requirements. It wasn’t until the COVID-19 pandemic that many
government agencies accelerated some of their information technology (IT) and communications
upgrades to address new challenges. The shift to remote work compelled government organizations tofind new ways to support internal and inter-agency collaboration; address increased inbound citizen
interactions; maintain effective contact with contractors, partners and citizens; support community
outreach programs; and ensure overall operational
continuity.
“Key pillars of Avaya’s strategy in thegovernment vertical include its robust
Digital technologies, including cloud communications,solutionsportfolio;organizational
collaboration and CX management tools, provide thestructure focused on the uniquemeans for such organizations to cost-effectively scalerequirements in this sector; continuedinnovation; key certifications; effective
operations and support emerging workflows (e.g.,partnerships; and access to various
vaccination programs, COVID-19 tracing andgovernment contract vehicles.”containment). Forward-thinking organizations haveeven started extending their initial cloud services- Elka Popova, VP of Connected Workdeployments beyond the urgent pandemic-driven use© Frost & Sullivan 2022

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cases to pursue broader, long-term goals, such as improving diversity, inclusivity and participation indifferent government activities and programs. This includes leveraging cloud collaboration solutions toreach community members who couldn’t previously attend city council meetings, court proceedings,
school board meetings and other events due to budget, time or accessibility constraints. Other examples
include digitizing a variety of application processes and citizen interactions to lower costs and provide
better services to the population.
Avaya has been building a strong portfolio and an effective strategy for the government vertical for
decades and is well prepared to address the rapidly evolving requirements of the diverse organizationsin this sector. Solid performance metrics attest to Avaya solutions’ appeal to government organizations.
Avaya reports having the largest unified communications (UC) installed base in federal government, andworking across the public sector market to assist agencies in migrating to more flexible, scalable,reliable, and secure cloud solutions. Since cloud architectures enable greater agility during crises and in
the face of unforeseen circumstances, Avaya reports having substantial and continuing success inassisting public sector customers migrate to its cloud solutions. Also impressive, Avaya reports that anoverwhelming majority of US federal agencies, Department of Defense (DOD) organizations, and US
states are using Avaya communications and collaboration solutions. Publicly shared case studies include
Harris County (automated outbound notifications and voter registration using OneCloud CPaaS) andLeon County (modernized communications and collaboration to better support mobile and remoteusers), Round Rock School District (emergency notifications using OneCloud CPaaS), US Social Security
Administration (upgraded contact center and UC) and NG911 for Canadian PSAPs.
Key pillars of Avaya’s strategy in the government vertical include its robust solutions portfolio;organizational structure focused on the unique requirements in this sector; continued innovation; key
certifications; effective partnerships; and access to various government contract vehicles. Avaya
continually invests in developing innovative solutions and identifying opportunities to deliver evergreater value to government organizations. The technology developer’s increased focus on cloudcommunications, collaboration and CX management solutions, as well as communications platform-as-aservice (CPaaS) capabilities, programmable communications and composable user experiences is likely
to position Avaya for further success among government organizations.

Competitive Differentiation
Government agencies have a lot in common with organizations in other verticals when it comes toadopting communications, collaboration and CX solutions. In 2021, according to a global Frost & Sullivan
survey, dealing with COVID-19 challenges was a top priority for IT/telecom decision makers acrossindustries and geographic regions, with 41 percent of respondents from government organizations
ranking it among their key business goals. Also, similar to other surveyed organizations, government
respondents identified dealing with security concerns and systems integration/managing multi-vendor
solutions as their top IT challenges. However, in the government vertical, these concerns are moreprevalent with 41 percent and 35 percent of respondents, respectively, selecting these options versus
31 percent of non-government IT/telecom decision makers selecting the same. Customer satisfaction
rates rank as the top metric to measure digital transformation success across verticals, with 46 percent
of government IT/telecom decision makers selecting that option versus 43 percent across total© Frost & Sullivan 2022

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respondents. Cyber security ranks as the top technology investment priority in 2021 and 2022 for 50
percent of respondents, including those in the government vertical. Security and reliability are also thetop cloud provider selection criteria, with 47 percent and 42 percent of government decision makers
choosing these options versus 46 percent and 41 percent of respondents across verticals.
Unlike most competitors, Avaya’s commitment to the government vertical starts with its internalorganization, which includes dedicated resources to federal, state and local government and education.
Avaya government teams include sales, marketing, finance and engineering staff with considerable
experience in managing IT and telecom solutions within government organizations and/or deliveringsolutions as part of technology companies.
Avaya’s significant investments in the areas of cloud communications, collaboration, CX, security,compliance certifications, artificial intelligence (AI), application programming interfaces (APIs) andprogrammability enable it to effectively address government organizations’ main concerns and digitaltransformation objectives. It stands out among technology solution providers with its extensive portfolioof cloud and premises-based solutions, communications endpoints, infrastructure and professional andmanaged services capabilities. This enables Avaya to provide a one-stop shop to many governmentorganizations, as well as more effectively manage technology transitions and hybrid environments. Few
competitors can provide a portfolio that comes even close to Avaya’s capabilities. The vast majority ofcloud service providers, for example, do not develop their own phone devices or premises-based
solutions and lack the skills and expertise to manage these when part of complex environmentscharacteristic of many government agencies.
Avaya OneCloud is the vendor’s flagship solutions portfolio for government organizations and otherbusinesses embracing cloud solutions as the foundation for their digital transformation going forward.
Avaya OneCloud comprises public and private cloud solutions suitable for different government
customers and, frequently, for different parts of the same government organization. Avaya Cloud Office,based on RingCentral’s industry-leading UCaaS solution is empowering Avaya to rapidly migrate many
existing, as well as new customers to flexible, economical and feature-rich public-cloud services.
However, unlike most competitors, Avaya is uniquely positioned to satisfy stringent security, complianceand integration requirements within the government vertical with its private cloud solutions based on
its mature and vetted Aura architecture. Tailored specifically for this customer segment, Avaya
OneCloud for Government solutions are based on a virtual private cloud with dedicated software
instances; pre-defined data centers; a UCaaS reference architecture and Avaya OneCloud for
Government CCaaS; Health Insurance Portability and Accountability Act (HIPAA) and Payment Card
Industry (PCI) compliance; and FedRamp moderate-compliant (with FedRamp high-impact pending)certification. Furthermore, Avaya solutions feature Joint Interoperability Test Command (JITC)
certifications, Telecommunications Security Group (TSG)-certified handsets and Trade Agreements Act(TAA)-compliant software and hardware—all not very common capabilities among communications
vendors. Enhanced E911 capabilities allowing emergency services to identify caller’s exact location
enable Avaya and its government customers to comply with the latest regulations (e.g., Kari’s Law andRay Baum’s Act).

© Frost & Sullivan 2022

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Customer Purchase and Ownership Experiences
A key challenge government organizations face is the need to protect their existing communications,collaboration and CX technology investments. With over 10 million call control seats installed in the US
government sector alone, Avaya is uniquely positioned to enable a smooth cloud migration for US
government organizations. Some of Avaya’s most compelling cloud migration capabilities include
tailored configuration tools; ability to continue using existing devices and infrastructure (gateways,session border controllers (SBC), etc.); multiple (private, public and hybrid) cloud architecture options,and differentiated Avaya OneCloud Subscription programs allowing businesses to place both premisesbased and cloud solutions under a single OPEX plan. Avaya reports having saved governmentorganizations 10s and 100s of millions of dollars by helping them preserve certain existing investments(e.g., desktop phones), while migrating solution management and other capabilities to the cloud.
Avaya’s vision for government and other public sector organizations is based on the acknowledgementof the rising importance of the experience economy and the aspiration to enable a total experience–
personalized, full-featured and effortless. Avaya OneCloud communications portfolio is comprised ofAvaya OneCloud CCaaS, Avaya OneCloud UCaaS, and Avaya OneCloud CPaaS solutions enabling
integrated and composable user and agent experiences. Avaya’s full-featured UC client supports
consistent enterprise user and agent experiences across PC, Mac, iOS, Android and Avaya Vantagedevices. A common platform for communications, CX management and CPaaS services enables Avaya toleverage APIs, AI and common administrative capabilities to deliver excellent value to customers.
Throughout the pandemic, Avaya’s leverage of differentiated CPaaS and APIs enabled it to address newuse cases such as:••••

The need to alert citizens of emergency situations (pandemic cases, weather conditions)
New health and safety procedures based on social distancing tracking and contact tracing
Vaccine storage monitoring and alertingTwo-factor authentication (which became even more critical with the shift to remote work)

Avaya’s open and extensible platforms also enable the provider to integrate its solutions with othercommon productivity, communications and business applications and services deployed in governmentorganizations. For example, it recognizes that many government agencies have invested in Microsoft
365 and Teams and provides several options for customers to integrate both technology stacks (e.g., via
Direct Routing for Microsoft Teams or client-level integration). It also integrates with popular customer
relationship management (CRM), enterprise resource planning (ERP) and case management solutions.
Avaya also stands out among competitors with its robust professional and managed services expertise.
Government organizations frequently require assistance with designing, customizing, integrating andmanaging their communications, collaboration and CX solutions. Avaya’s extensive experience withdigital transformation projects positions it prominently to support a smooth transition for government
agencies adapting to the new ways to work and engage with citizens.

© Frost & Sullivan 2022

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“Avaya’s vision for government and otherpublic sector organizations is based on theacknowledgement of the rising importanceof the experience economy and theaspiration to enable a total experience–
personalized, full-featured and effortless.
Avaya OneCloud communications portfolio
is comprised of Avaya OneCloud CCaaS,
Avaya OneCloud UCaaS, and Avaya
OneCloud CPaaS solutions enabling
integrated and composable user and agentexperiences.”

Brand Equity

Avaya’s powerful heritage as the world’s leading
enterprise telephony, unified communications (UC)and contact center solutions provider instills
confidence in government organizations looking toupgrade their infrastructure and digitize important
workflows. Avaya enjoys a strong reputation forsolution security, reliability, scalability andextensibility. With more than 100,000 global
customers, including 90 percent of the Fortune 100
and 95 percent of the Fortune 1000, Avaya’s pedigree
and brand equity are unmatched by most other- Elka Popova, VP of Connected Worktechnology providers. Avaya’s strong financial
performance in recent years and accelerated pace of innovation further solidify the vendor’s reputation
as a desired digital transformation partner.

Conclusion
Avaya has committed considerable resources to deliver compelling solutions and excellent value toNorth American government organizations. A rapidly evolving cloud communications, collaboration andCX solutions portfolio, enhanced by flexible APIs, CPaaS and programmability enables Avaya to delivercomposable solutions that deliver compelling experiences to government customers. Since thesesolutions are backed by robust professional and managed services, and differentiated adoption
programs they are also highly secure and reliable, positioning Avaya for continued success in thegovernment vertical.
With its strong overall performance, Avaya earns Frost & Sullivan’s 2022 North America Competitive
Strategy Leadership Award for communications, collaboration and customer experience (CX) solutions
designed for the government vertical.

© Frost & Sullivan 2022

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What You Need to Know about the Competitive Strategy LeadershipRecognition
Frost & Sullivan’s Competitive Strategy Leadership Award recognizes the company with a stand-out
approach to achieving top-line growth and a superior customer experience.

Best Practices Award Analysis
For the Competitive Strategy Leadership Award, Frost & Sullivan analysts independently evaluated thecriteria listed below.

Strategy Innovation

Customer Impact

Strategy Effectiveness: Effective strategy
balances short-term performance needs withlong-term aspirations and overall company
visionPrice/Performance Value: Products or services
provide the best value for the price comparedto similar market offerings

Strategy Execution: Company strategy utilizes
Best Practices to support consistent andefficient processes
Competitive Differentiation: Solutions orproducts articulate and display uniquecompetitive advantages
Executive Team Alignment: Executive teamfocuses on staying ahead of key competitors via
a unified execution of its organization’s mission,
vision, and strategy
Stakeholder Integration: Company strategy
reflects the needs or circumstances of allindustry stakeholders, including competitors,customers, investors, and employees© Frost & Sullivan 2022

Customer Purchase Experience: Quality of thepurchase experience assures customers thatthey are buying the optimal solution foraddressing their unique needs and constraints
Customer Ownership Experience: Customers
proudly own the company’s product or service
and have a positive experience throughout thelife of the product or service
Customer Service Experience: Customer service
is accessible, fast, stress-free, and high quality
Brand Equity: Customers perceive the brandpositively and exhibit high brand loyalty

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