Navigate the Avaya landscape flexibly with an experienced partner.

Every contact centre operator running a legacy on-premises solution faces important decisions around their modernisation and cloud migration strategy, including Avaya customers.

By Greg Jarvis, Head of Customer Success at Connect SA

While Avaya’s on-premise contact centre platform delivers superior customer engagement while maintaining operational consistency, evolving customer requirements mean some companies require even greater capability or flexibility.

In response to these demands, many contact centre operators are embracing cloud-based offerings from companies like Genesys, AWS Connect and Five9, all of which have emerged as Gartner Quadrant Leaders based on their solutions.

In response, Avaya has embraced a hybrid cloud approach, developing private and public cloud-based solutions that allow customers to build out their capabilities and embrace emerging digital solutions.

While hybrid models are effective at meeting various specific company requirements, some contact centre operators have requirements that pure cloud-based solutions are better suited to address.

Hybrid solutions can also unlock access to more complex contact centre capabilities offered in the cloud to deliver comprehensive functionality but may require planning and development to integrate advanced cloud-based applications, such as artificial intelligence (AI) and omnichannel communication platforms.

As such, Avaya customers looking to enhance customer experience (CX) and maintain a competitive edge in the market face an important decision.

Companies that are deeply integrated into the Avaya ecosystem and have built their business around the solution will need to partner with a services provider and systems integrator that has the technical skills and capabilities to keep the Avaya platform stable, supportable and protected against vulnerabilities, while accessing any new functionality becomes available from the vendor as well as improvising ad-hoc solutions where needed.

Customers can also choose to migrate from Avaya. However, a complete end-to-end transformation could require a multi-year approach, depending on the scale and complexity.

Partnering with a solution-agnostic services provider and systems integrator would make it possible to find a workable solution with existing telephony, networking and back-end infrastructure.

However, this is far from a rip-and-replace decision as contact centre operators need to consider multiple factors and make informed decisions about their future modernisation path.

In either instance, a customer’s ultimate long-term success and sustainability are predicated on their chosen technology partner’s ability to facilitate the most appropriate and feasible solution for the business and enhance it with custom development to give them a competitive edge. 

With over 35 years of experience in the industry, Connect understands legacy on-premises contact centre solutions like Avaya.

As the leading Avaya partner in South Africa and in the United Kingdom, our experienced engineers can support companies that choose to sweat their Avaya platforms and maintain their wait-and-see approach. These companies can use this time to capture their current architecture and functionality to identify opportunities for consolidation and cost reduction and prepare for a cloud migration later.  

We understand how to address concerns related to back-office integration with a product like Genesys and our other Gartner Quadrant-rated products utilising their connectors.

For companies looking to migrate, Connect has already performed multiple migrations from Avaya to our other Gartner Quadrant-rated products.

Our Enablement Services consulting division is uniquely positioned to understand your current Avaya environment and unpack the full cost and complexity of what the undertaking will require.

Leveraging our partnerships with all the top cloud contact centre providers, we offer multiple routes away from legacy on-prem platforms such as Avaya to new-age native cloud technology that unlocks a new world of opportunities to access advanced capabilities and transform CX.

 Whether you’re looking to continue with your Avaya roadmap or you’re ready to diverge and enter a world of infinite possibilities and capabilities in the cloud, Connect can deliver a robust and reliable solution to help mitigate the risks to operation and future-proof your contact centre technology.