Business as usual as Avaya files for Chapter 11

Avaya filed for Chapter 11 protection late last week.  Avaya said the move is intended to cut debt and interest expenses from a capital structure that dates back more than 10 years. In laymen’s terms, Chapter 11 gives Avaya some breathing space to work through its capital restructure – a move they flagged over six months ago.

Avaya’s doors will remain open while they work through this process. Access to their products, technical support and other normal business operations will remain unchanged.

Pyrios' customers with Avaya technology can be reassured that, as a long standing Avaya partner, Pyrios has the technical expertise, spares holdings and continued access to Avaya’s resources to fully support them.  

We are confident Avaya will come out of this process stronger and more competitive than ever. Their business fundamentals look healthy, with FY16 revenue surpassing $3.7 billion and adjusted EBITDA north of $900 million. Avaya has also made it clear that they will retain their contact centre assets as they restructure debt and sharpen their focus on software and services.

Avaya's press release, a video message from Kevin Kennedy, Avaya’s CEO, and FAQs on the filing are available on their website at avaya.com.

Pyrios transforms business and customer experience with ServiceNow

SYDNEY, Australia – August 30, 2016ServiceNow (NYSE: NOW), the enterprise cloud company, today announced that it had been selected by trans-Tasman communications technology specialist, Pyrios, to support its business and customer experience transformation. Pyrios is the first ServiceNow customer to implement an externally facing Customer Service Management (CSM) solution in the Australia and New Zealand (ANZ) market.

Pyrios delivers communications technologies, consulting and managed services across ANZ to a range of enterprise and government customers. It recently embarked on a wide-reaching business transformation to meet increasing customer service expectations and technological changes in the communications industry. Although Pyrios has an enviable reputation for excellent customer service delivery, the existing service management platform was not able to support how it wanted to serve customers in the future.  

“ServiceNow has been a key part in our overall business transformation, assisting and guiding us on our journey to drive change for our business and our customers. It will bring much better service to our customers such as faster response times, more flexible service level agreements and streamlined service delivery,” says Robyn O’Reilly, CEO of Pyrios.

With KPMG managing the transformation, Pyrios is rolling out the solution in two phases. The initial implementation will give Pyrios a tailored, state-of-the-art toolset, which will allow the company to drive efficiencies in its Network Operation Centre through automated incident management processes and service level monitoring.

In the second phase of implementation, Pyrios will improve functionality to further the business’s transformation and drive greater customer intimacy.  

“We see ourselves not only administering the ServiceNow platform but also developing and customising applications to optimise our service offering for customers,” says O’Reilly. “This will include automation of contract renewals, customer self-service portals and the option to integrate with a customer’s service management platform thereby providing end-to-end visibility of service requests.”

“Pyrios is an excellent example of a company that is fundamentally changing the way it works and embracing a service-led approach to operating,” said David Oakley, managing director, ANZ, ServiceNow. “As our first CSM customer in ANZ, we’re excited to work with Pyrios as they transform their business and pass on the benefits of an everything-as-a-service offering to their customers.”

Pyrios launches cloud contact centre service

Auckland, 4 August 2016 – Trans-Tasman communications technology specialist, Pyrios (formerly known as Agile), has inked a deal with Interactive Intelligence to bring cloud contact centre services to the Australian and New Zealand markets.

Pyrios says the new partnership further expands a growing technology portfolio geared to helping contact centres meet rising expectations of highly-personalised customer service.

The partnership is already well on its way with the successful deployment of Interactive Intelligence’s Customer Interaction Centre™ (CIC) to national employment services provider Workskil Australia.

Workskil Australia CEO, Nicole Dwyer, said, “Our organisation had never previously delivered centralised support services. Implementation of the Australian Government’s jobactive Employment Services program in 2015 mandated a rapid deployment requirement and a software solution which would minimise the learning curve for our staff. Our selection of Pyrios to deliver Customer Interaction Centre™ provided us a smooth transition, and allowed us to deliver a responsive and high-level of customer service to our clients.”

The national not-for-profit organisation employs more than 400 staff and provides a range of employment, work experience, disability, youth, indigenous and health services across New South Wales, South Australia and Victoria.

Pyrios head of product and marketing, Simon Nicholson, said the partnership introduced flexible subscription-based services from on-premise and public cloud platforms. “We selected Interactive Intelligence on the basis of their recognised leadership and an innovative roadmap that supported our cloud service strategy.”

“We’re delighted to have Pyrios on board as a partner across Australia and New Zealand,” says Brendan Maree, Senior Vice President, Australia, New Zealand and Japan, Interactive Intelligence. “They bring deep contact centre experience, and their ability to integrate line of business applications is second to none. At the same time, we’re thrilled to support innovative organisations such as Workskil Australia with leading-edge technology which not only helps them thrive but also assists in this instance to support quality outcomes for Australians seeking employment.”

Pyrios is supporting Interactive Intelligence’s full suite of CIC and PureCloud℠ contact centre applications, including multimedia, workforce optimisation, analytics and self-service.

Agile rebrands with new name: Pyrios

Auckland, 1 April 2016 – Local communications technology specialist Agile has changed its name after more than 15 years in business.

Now called Pyrios, the company recently unveiled a new name and company livery to staff, customers, and partners, outlining its vision for customer engagement and new integration and management services.

Pyrios CEO Robyn O’Reilly said the company had evolved from its days as an Avaya distributor, giving impetus to a rebrand that moved the company beyond the shadow cast by its legacy.

“What we’re famous for – our legacy with Avaya – no longer accurately reflects the work we do today. While we continue to do great work with Avaya, we integrate a range of technologies and platforms,” she said.

“Today, our clients are mainly concerned with customer engagement – and monolithic technology deployments no longer do the job,” O’Reilly said. “The name Pyrios acknowledges our growing focus on helping clients improve customer engagement with clever consulting, technology and services.”

She said the rebrand also satisfied more mundane objectives, providing a unique name that wasn’t confused with software development (as Agile is) and was available for trademark on both sides of the Tasman. 

O’Reilly said the company’s 70-plus employees were pleased with the rebrand and relieved that they now had a story that did justice to the projects they delivered.

“Client feedback has been very positive, too. They understand where we’re heading and how we help put customers at the centre of business,” she said.

The company maintains offices in Auckland, Wellington, Christchurch, Sydney, Melbourne, Brisbane and Perth.

Pyrios is a communications technology specialist providing consulting, integration and managed services to help clients deliver brilliant customer engagement.