Preparing for Seasonality in Your Avaya Contact Center

Jon Gettinger | August 31, 2017

Last week, Mo Afshar talked about the future of your Avaya contact center. His blog covered one of the biggest questions our clients have when considering the cloud: What is the financial gain from moving to the cloud?

While the costs and benefits associated with a cloud move are tremendous, there are other important factors that you should be aware of that make a “move-to-the-cloud” even more attractive.

I want to talk to you this week about seasonality.

You may work in an industry where business cycles and seasonality dictate how you allocate resources. The canonical example is retailers, which every year must staff up to contend with a surge of post-holiday returns.  Or here is an interesting one, one of our customers recently had to deal with a product recall situation that required quickly deploying 100 agents to handle the calls.

Handling these types of capacity situations has always been a challenge with on premise vendors. If you set yourself up for the maximum capacity, you fall victim to periods where you are over-prepared, costing you money. If you pace yourself for the bare minimum, you run the risk of dropped calls, massive hold times and an inability to meet demand. outsourcing is more manageable but comes at a much higher cost.

With the cloud, you don’t have to make these choices, you simply scale with your current needs. A few clicks of the mouse enable you the freedom and flexibility necessary to keep operations running smoothly. The result is an over 70% reduction in poor or mishandled calls and over a 60% reduction in underutilized capacity in the cloud vs an on-premise solution.

While this is already a big savings, there are a few additional advantages that Spoken offers to you, the Avaya customer. As an Avaya-centric platform, we can connect in with your existing on premise Avaya equipment and run in tandem. This gives you flexibility to add or migrate agents with minimal disruption. If you are interested in bringing on “work from home” agents, we have a proven solution that is used by one of the largest contact center BPOs in the world to support their “at home providers”.

This kind of adjustment has not been possible for Avaya contact centers like yours before, but today with the cloud, it has never been easier.

What choice do you make to ensure you’re equipped to handle the ebbs and flows that come throughout the year?  We would love to hear from you.

To read our white paper: 5 Questions to Ask Before Moving Your Avaya Contact Center to the Cloud please click here