CRM Buyer: In a question-and-answer session about his first year as president of Avaya Global Services, Chris Formant said his company is focusing on verticals to grow business in a shrinking economy. These include a virtual collection agent application for the healthcare and financial-services industries, as well as solutions for retail, hospitality, gaming, the public sector, life sciences and manufacturing. “Solutions that deliver industry-specific functionality are still attractive enough for customers to buy, even in this downturn,” Formant said.
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