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What are Avaya’s Next Steps Heading into Engage?
- For IP Office customers, the path to Avaya Cloud Office (ACO) seems clear, but the triggers and drivers for when Avaya believes customers should migrate are not well defined. Also, the migration values that will advantage ACO in the marketplace will need clarity. Similarly, for Avaya channel partners weighing their cloud choices, clarity on Avaya ACO timing and migration advantages is critical.
- For large enterprise telephony customers using Microsoft O365/Teams as their advanced UC (meetings - video, test, teams, sharing), the integration should be clearly defined. Based on surveys and analysis, the majority of these customers are moving to the O365/Teams environment and how that decision is integrated to the ongoing use of the Avaya platforms is critical. Conversely, for large customers using the current on-premises Avaya UC offers in video and collab, the cloud migration options need to be clarified. For the large CM/Aura customer base, Avaya will focus on a managed service offering for existing Communications Manager/Aura platform users, the advanced UCaaS capabilities for this path will require clarification. Will Avaya recommend O365/Teams, migration to ACO, or an alternative method for advanced UC services? For the associated Avaya channels for the large enterprise, clarity in migration timing, emerging managed service business models, and UC options choices require clarification.
- For contact center customers, the clarity of both the short term and long-term vision is critical. The biggest issue is whether a change in underlying telephony technology impacts the use of the current contact centers. Currently, the large Elite contact center is tied to the underlying Communications Manager telephony platform. As customers consider their migrations and changes for other communications services, there needs to be clarity on how that will impact their contact centers. Longer term, Avaya’s vision of where they fit in the world of customer experience (CX) needs to be fleshed out. Now, as enterprises are covering the entire customer relationship, there is less need for human interaction management but increased importance integrating text, social media, bot, video, and other technologies. Understanding the vision of Avaya in this emerging market and their position for success will be important to all the organizations and Avaya in the rapidly changing world of UX.
In addition to co-hosting the "Microsoft vs. Cisco 2020: The Platform Transformation" session at Enterprise Connect, Edholm will also be presenting on how to eliminate/reduce PSTN/telephone expenses. Make sure to check them both out at this year's event! Registration is now open, and use code NOJITTER to save $200 off the current rate! Register today!