Page 35 - SAMENA Trends - March-April 2023

REGIONAL & MEMBERS UPDATES SAMENA TRENDS

Avaya Helps Enable Organizations Seeking
to Retain and Innovate Existing On-Premises

Systems with Hybrid Cloud Deployments

peak performance and provide feedback
in real time. Create customer experience
superstars by matching employees’ unique
skills with customer needs. “In today’s
uncertain economic environment, many
organizations would like to take advantage
of advanced contact center technology but
are wary of the cost and disruption of a
full shift to the cloud,” said Keith Dawson,
VP & Research Director of CX at Ventana
Research. “In those cases, a hybrid
deployment model makes a great deal of
sense.” A hybrid model gives organizations
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 organizational preferences. In
Avaya, a global leader in solutions to dedication. However, organizations can essence, a hybrid deployment can be seen
enhance and simplify communications innovate without disruption. “Innovation as a migration, rather than a transformation.
and collaboration, through hybrid cloud starts with ideation and follows through Canada’s largest propane supplier, Superior
deployments, transforms on-premises with implementation, but current Propane, wanted to improve customer
solutions for organizations and their investments shouldn’t be abandoned in the retention and reduce average handle times.
contact centers so they can experience name of innovation,” said Tim Sherwood, Avaya, through its strategic partner alliance
technology innovation without disruption GVP of Product and Offer Management, with Calabrio, a customer experience
to their existing operations. Embracing a Avaya. “The innovation journey to optimize intelligence company that empowers
hybrid cloud model with Avaya contact your contact center, and simplify your organizations to enrich human interactions,
center and cloud-based solutions enables customer experience, doesn’t necessarily helped solve this challenge and improved
organizations to chart their hybrid cloud need to be a full cloud transition. While their contact center experience. The
course to the modern contact center while this might be the right move for some customer leveraged Calabrio’s desktop and
experiencing its advantages including organizations, others prefer to keep their speech analytics capabilities to get an in-
flexibility, allowing organizations to take current on-premises contact center. depth understanding of current processes
advantages of the known cloud benefits. Companies today need to move at a pace and how they were impacting the customer
As the contact center industry continues and path that fits their business needs.” experience. Superior Propane was able
to evolve, many platform vendors Avaya Experience Platform is a powerful to reduce average handle time by 30
are transitioning to cloud offerings. cloud solution that helps create memorable seconds per call without needing to scale
However, some organizations have experiences for today’s customers—and its team, support a permanent hybrid work
legitimate concerns about the pace and the employees who serve them—from any model and up level Customer Experience
consequences of making a wholesale cloud location. Organizations can easily connect with custom integrations and proactive
migration. According to a recent, Avaya- everything—voice, video, chat, messaging, communications. “The capabilities of Avaya
sponsored Ventana Research1 white paper and more—to deliver effortless experiences enable us to communicate with customers
— Migration to the Hybrid Cloud, Innovation for customers and employees at every in ways we never have before,” said Alex
for the Modern Contact Center, authored by touchpoint across cloud while retaining their Wozniak, Director of Customer Enablement
Keith Dawson, VP and Research Director, on-premises solutions. These tools make at Superior Propane. “Avaya challenged us
39 percent of organizations prefer on- every interaction a positive experience for to think outside the box with how we handle
premises analytics and data deployment. customers and employees alike by: Infuse these calls. Offering the option to schedule
When faced with technology advances AI throughout customer and employee a delivery through an automated system is
and the pressure to adopt an all-or- journeys to deliver intelligent experiences not only efficient, but a preferred method
nothing complete solution to stay current, and deepen connections. Empower for some customers. That’s when we
organizations can encounter challenges employees to provide quality interactions decided to move forward with the custom
of fully migrating to the cloud such as a across voice and digital channels— integration for self-service.”
disruptive and often costly ‘rip-and-replace’, all in a single desktop view. Monitor
long deployment cycles, and resource performance analytics to help reach

35 MARCH-APRIL 2023