The Hidden Costs of Replatforming Your Contact Center

David Rollison | March 27, 2018

Decisions, Decisions 

The time has come for your business to think cloud.


Which cloud?

Look. We’re biased and think you should use ours. And the thing is, even if we weren’t biased, we would still think you should use ours. Yes, we want more customers. Yes, we want a bigger market share. Yes, we think our solution is better than any of the other cloud contact center options available. Yes, all of those statements are true.

The thing is, those statements are ALSO true for our competitors.

A major difference between them and us, one of the big reasons why you want to use the Avaya Cloud Contact Center, is familiarity.

And we’re a better value. That’s important. Maybe we should have lead with that.

But look, it’s your decision and we’re not trying to take that away from you. Just roll with us for a minute here, let’s take a look at what it’s really going to cost you to re-platform with a different vendor. Yes, there will be math. No, you will not have to take notes.

Sticker Shock

We can tell you right now that the other providers aren’t going to quote you a cost of millions when you’re on their pricing page, but once everything is said and done the sticker shock is the reality you are going to have to face. Everything on the page might look like it is the more advanced, cost-effective option. A low monthly payment that satisfies business requirements should be pretty cut and dried, but what happens when you start peeling back the layers of unlisted costs?

First things first, let’s look at the current contracts you might have with your existing contact center. Why? Well, if you move to a 3rd party cloud provider, you either have to keep paying for contracts you don’t need until they expire or cough up an early termination fee to square things out, because that’s just how business works. In fact, between your support agreements and licensing, you and your business could face up to a $4.6 million loss over 42 months to contractual obligations. Across the board the monthly payments look the same, but now you’re starting to see the added, hidden costs of switching to a different provider.

Everyone Has a Price

Now let’s talk about your people. They’re great, right? They know their jobs and perform them well. Reports are organized, stats are easily accessible and everything runs like a well-oiled machine. It’s almost as if everyone in your organization has been using the same systems and processes for years and your training procedures are down to a science. It’s almost exactly like that.

We all know where this is going, but it’s helpful to see the math. A different provider is going to change everything, and that means everyone from IT to agents to supervisors has to re-learn the things they already know and execute efficiently in a completely different environment. With just two weeks of retraining you’re looking at adding an additional $1.3 million in unlisted costs that come with choosing a different provider.

More and more that other cloud vendor is looking like less and less of a value.

Known Unknowns  

How are you doing? I know. Two segments into this blog post and there are nearly $6 million* in hidden costs and fees you weren’t expecting and, we know, it can be a lot to take in.  That is why, for this section, we’re not going to add any more numbers to that almost $6 million extra it would cost to switch providers.  Six million dollars is the only amount we can, in full confidence, give you when estimating the extra cost of the other folks.

Sadly, the reason we’re sticking with $6 million hidden costs is that it can be impossible to predict how expensive these next items might be.

How many folks are on your support staff team? They all need to retrain. Are the metrics in your reporting changing? You need to spend extra time mapping the old reports to the new, and make adjustments as you go. Is this provider dictating the migration? Be prepared for down-time, hiccups and lost productivity beyond your control.

It’s hard to put a number on these known unknowns, but it is easy to see it’s going to be more than you anticipated.

Think Avaya, Think Cloud 

Now, let’s look at the hidden costs when you stick with an Avaya Cloud Contact Center:


No retraining. No lost contracts. No downtime. It’s the Avaya you know in the cloud you want. From a true, pure cloud offering, anything you could want for your contact center is available to you right here, right now. The price you see is the price you pay with no “gotchas” or “we neglected to mentions” to be found. Knowing your contact center is in Avaya’s hands, the hands you’ve trusted for years to deliver the technology and innovation driving the lifeblood of your business, well it’s difficult to put a price on that peace of mind.

So, we won’t.



*Cost projections based on a 1000-seat contact center

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  • Does the hidden costs of re-platforming your contact center in any companies?