Timing is a big concern for many companies struggling with legacy Avaya contact centers. This is especially true for those with systems that still have multiple years of useful life. Financial risk and technology limitations are top of mind. Yet, there also is the need to maximize existing technology investments. The good news is aging Avaya contact center is not something that must happen all at once.

In this second blog in our four-part series, Choose Your New Way Forward, we’re looking at the proven migration strategy of adding digital capabilities to enhance, not replace, an Avaya contact center environment. With the Genesys Customer Experience Platform, digital solutions can be added to support the full complement of digital channels without changing everything in one fell swoop.

Hedge Your Bet with Digital
Today’s customers expect service on a growing number of digital channels. With a voice-centric Avaya contact center, integrating digital channels can be a long, cumbersome process with less-than-desirable results, including limited visibility across channels, disjointed data and heavy reliance on IT for even minor changes.

Yet, the pressure to add digital capabilities continues to grow. With the Genesys Customer Experience Platform, you can deploy platform solutions, including digital channels, while continuing to use your Avaya contact center. This enables you to add the digital capabilities you need to stay competitive while also maximizing your existing technology investment.   As you become familiar with a more advanced contact center platform, you can easily replace voice capabilities when the timing is right.

Digital channels can be added individually as needed, including social, SMS, chat, mobile and email, to jumpstart your digital capabilities and improve customer engagement. Here are some of the reasons why it might be the right time to add digital solutions to your Avaya contact center:

  • Poor cross-channel experiences across service, marketing and sales
  • Lack of context and customer journey due to silos
  • Address proliferation of channels
  • Reduce shopping cart abandonment
  • No assisted service on web or app
  • High customer churn

Timing Is Everything
Napoleon Hill once said, “Don’t wait. The time will never be just right.” While it may not be the right time to replace your entire Avaya contact center, you can take action now to begin making significant strides towards minimizing risk, avoiding disruption and driving your digital transformation. Let Genesys help guide your successful migration to a contact center platform that meets your timeline and supports your current and future goals.

Check out our digital white paper The Best Way Forward for Large Avaya Contact Centers to find out more about migration strategies that have been successfully taken by industry leaders.

Jason Alley

Jason Alley

Jason Alley is on the product marketing team at Genesys with more than 20 years of experience in customer engagement. His responsibilities include developing go-to-market strategies, messaging and integrated marketing campaigns for customer experience and cloud solutions. Prior to Genesys,...