Avaya has long been a market leader in contact centre solutions, valued by enterprises for its robust on-premise platform known for delivering reliability and advanced features, particularly for voice communications.
However, the contact centre market is rapidly changing. New on-premise deployments are becoming rare as organisations increasingly look to the cloud. While voice remains a dominant channel for customer interaction, digital channels are gaining importance. The rapid growth of Artificial Intelligence (AI) to enhance customer interactions through self-service and automation presents organisations with a new set of criteria for evaluating contact centre technology.
Geomant value add for Avaya Contact Centres
With 25 years of expertise in contact centre solutions, we’ve always worked with leading technologies to enable our customers to benefit from our deep expertise.
So, what do we recommend for organisations currently using Avaya? We suggest a strategy that considers the following:
- Existing Investment: Can the current platform or elements of it be cost-effectively retained and supplemented by the latest omnichannel and AI technologies, or is a complete replacement preferred?
- Integration Points: Often, organisations have built complex, bespoke integrations between their contact centre and business platforms, such as CRMs. Can these integrations be replaced? Are all of them necessary? Is this an opportunity to reduce complexity with a new AI-first approach?
- Cloud or On-Prem: Although there may be historical reasons for an on-premise approach, are these still valid? Where are the agents located? Is the workforce home-based or hybrid? In such cases, a cloud solution may be more appropriate. Does the organisation still have the appetite or capability to manage the associated IT environment when many business applications are now accessed from the cloud?
- Channels: How does the organisation currently communicate with customers, and how should it in the future? Digital channels such as webchat, WhatsApp, and SMS are becoming preferred by many people, offering significant opportunities for self-service, automation, and AI use. Are there opportunities to encourage customers to shift to digital interactions?
- Propensity for AI: What opportunities are there to infuse AI into the customer journey? Can AI improve customer self-service, assist agents in real-time, or provide real-time translation?
Geomant Portfolio for Avaya users
Only after considering these factors should the most appropriate technical solution be determined. At Geomant, we offer a portfolio of solutions and components to meet any customer’s needs:
- Buzzeasy CCaaS: A full-featured challenger omnichannel CCaaS solution known for its ease of deployment and infused AI features. Geomant has been involved with Buzzeasy since its launch five years ago and has a dedicated Buzzeasy deployment and support team.
- Genesys Cloud: One of the world’s leading Contact Centre as a Service (CCaaS) providers, trusted by large organisations to deliver a truly omnichannel customer experience. Geomant has expertise in designing, delivering, and integrating with Genesys Cloud.
- Contact Expert: For those customers wishing to retain an element of on-premise deployment, Geomant provides Contact Expert—a fully-featured contact centre solution that integrates with cloud services to offer an end-to-end multi-channel contact centre.
- Customisation & Systems Integration: Regardless of the core platform chosen, Geomant can provide a customised solution that maximises the platform’s configuration options and seamlessly integrates with business applications, whether in the cloud or on-premise.
- AI Consultancy: The appropriate use of Artificial Intelligence cannot be overstated. Geomant has expertise and experience in all major AI platforms, ensuring the most cost-effective and productive technology is utilised for each use case. One size does not fit all!
Contact us today to discuss how Geomant can assist you in your contact centre technology journey!