Six barriers to entry to the Avaya cloud call center (and how to overcome them)

Spoken | August 9, 2016

Smashing down the most common barriers to an Avaya cloud transition

Change is difficult. Change is scary. So why in the world should you consider transitioning your Avaya contact center to a cloud-based solution? After all, a cloud transition can often mean taking three steps backward for every one step forward. It can mean retraining your employees and incurring costs associated with downtime and lost productivity, leaving both your customers and your team dissatisfied.

And let’s face it: many cloud vendors promise a low-cost, no-stress utopia, while the end experience ends up being more post-apocalyptic.

Cloud_dream_nightmare.pngWhat’s more, most Avaya users love their on-premise Avaya contact center solution. Even if competitors are transitioning to an Avaya cloud, there are real objections to taking that step within your organization. All cloud platforms are not made equal, and selecting the wrong Avaya cloud could lead to a world of regret.

Three steps to taming the complex cloud integration

I hear that. So let’s talk about the main objections I hear about Avaya cloud transitions. My goal here is not to convince you of one solution or another but rather to bust some of the myths circulating about what a cloud transition is really like.

Barriers to entry for an Avaya-based cloud contact center

Over the years, I’ve heard quite a few objections from Avaya users about transitioning to a cloud platform of any kind and to the Spoken cloud platform in particular. And I always take it as a sign that we’re doing something right, that the cloud is a wise decision for these companies, provided that these issues can be addressed.

Do any of these sound familiar?

  1. I don’t want to switch off Avaya in order to get a cloud.
    It’s true that only one vendor currently offers a public cloud platform with an Avaya ACD and access to Avaya EMC multichannel solution. (And yes, you guessed it: it’s Spoken!)
  2. Cloud transitions are always disruptive.
    While no one can predict the success of every element of a cloud transition, choose a vendor that allows you to transition to the cloud when you want. A tried-and-true method is to start with a small call volume–maybe 5% of total call volume–and test the system. Find the misalignments and bugs. Fix, re-test, repeat. Gradually increase the call volume over as long as 18 months with no disruption. It’s not magic; it’s method.
  3. I’m worried about sunk costs.
    The investment in not only Avaya infrastructure but also in the third-party integrations required for call recording, CRM and other systems as well as training to use them is not insubstantial. Here’s a recommended approach: keep your sunk investment by retaining all your existing systems. Start with a single application, such as cloud call recording or transitioning a single telephone number to the Spoken Avaya Cloud ACD while leaving the bulk of call volume on the legacy systems. As the systems age out, transition the rest of the volume and applications to the cloud.
  4. I have a complex legacy infrastructure that will be hard to upgrade.
    Don’t we all? Select a vendor that can work with your legacy infrastructure rather than doing a rip-and-replace.
  5. I’m worried that a new cloud solution won’t be able to scale with my call volume.
    The beauty of an Avaya public cloud is that it’s designed to house a minimum of 10,000 agent seats. Homegrown cloud vendors can’t compete with that volume and provide the scalability your business needs. When you select an Avaya cloud vendor, be sure to ask about maximum call volume: in your wildest dreams of success, how much volume could the cloud vendor take? If you scale to 5,000 peak concurrent calls, will you have to switch cloud vendors to accommodate the additional volume? Or will you have to pay more, if you’re considering a private cloud model?
  6. I haven’t heard of Spoken Communications.
    As the head of marketing, that’s my fault. We made the decision to put our money into developing the only public Avaya cloud call center platform available today rather than buying advertising to shout about it. But if you’ve read this far, allow me to introduce us further: Spoken is a technology innovator that provides a cost-effective, secure and high availability call center cloud platform that is the platform of choice for over half of the world’s major outsourcers.

I want to hear your additional objections: what else is keeping you from transitioning to an Avaya cloud? Let us know in the comments!

Related Posts Plugin for WordPress, Blogger...