Avaya transforms on-premises solutions for organisations and their contact centres so they can experience technology innovation without disruption to their existing operations. Embracing a hybrid cloud model with Avaya contact centre and cloud-based solutions enables organisations to chart their hybrid cloud course to the modern contact centre while experiencing its advantages including flexibility, allowing organisations to take advantages of the known cloud benefits.
As the contact centre industry continues to evolve, many platform vendors are transitioning to cloud offerings. However, some organisations have legitimate concerns about the pace and consequences of making a wholesale cloud migration.
According to a recent, Avaya-sponsored Ventana Research white paper — Migration to the Hybrid Cloud, Innovation for the Modern Contact Centre, authored by Keith Dawson, VP and Research Director, 39% of organisations prefer on-premises analytics and data deployment.
When faced with technology advances and the pressure to adopt an all-or-nothing complete solution to stay current, organisations can encounter challenges of fully migrating to the cloud such as a disruptive and often costly rip-and-replace, long deployment cycles, and resource dedication. However, organisations can innovate without disruption.
The innovation journey to optimise the contact centre, and simplify customer experience, does not necessarily need to be a full cloud transition. While this might be the right move for some organisations, others prefer to keep their current on-premises contact centre. Companies need to move at a pace and path that fits their business needs.
Avaya Experience Platform is a cloud solution that helps create memorable experiences for today’s customers—and the employees who serve them—from any location. Organisations can easily connect everything—voice, video, chat, messaging, and more—to deliver effortless experiences for customers and employees at every touchpoint across cloud while retaining their on-premises solutions.
These tools make every interaction a positive experience for customers and employees alike by:
- Infuse AI throughout customer and employee journeys to deliver intelligent experiences and deepen connections.
- Empower employees to provide quality interactions across voice and digital channels, all in a single desktop view.
- Monitor performance analytics to help employees reach peak performance and provide feedback in real time.
- Create customer experience superstars by matching employees’ unique skills with customer needs.
In those cases, a hybrid deployment model makes a great deal of sense. A hybrid model gives organisations access to innovative features without the disruption of throwing away what works. Existing investments can be enhanced with new cloud capabilities at a measured pace, according to organisational preferences. In essence, a hybrid deployment can be seen as a migration, rather than a transformation.