Resurgence of Avaya via AXP : Part 1

Contact center Industry has come a long way in the last decade with the emergence of disruptive technologies and new players in the market. While traditional vendors like Avaya, Genesys, and Cisco have been dominant players in the industry for many years, they are now facing increased competition from a growing number of "disruptors" such as CxOne, Talkdesk, Amazon Connect, and many others ( yes !! there are Many These days ).

The rise of these disruptors has been fueled by a number of factors, including advances in cloud computing, AI and automation, and a growing demand for more flexible and scalable contact center solutions. These disruptors have introduced new business models, pricing strategies, and customer experience approaches that are challenging the status quo and changing the competitive landscape.

Considering the Complexity involved in a Contact Center setup which has too many moving parts , While having more options is generally seen as a good thing, it can also be overwhelming for customers who are faced with an increasingly crowded market. With so many choices, it can be difficult for customers to navigate the different options and find the right solution for their business needs. This is where industry expertise and trusted advisors can play an important role in helping customers make informed decisions.

Overall, the contact center industry is evolving rapidly, with new players and technologies entering the market all the time. While this can be daunting for customers, it also presents new opportunities for innovation and growth. As the industry continues to evolve, it will be important for customers to stay informed and work with trusted partners who can help them navigate the changing landscape and find the right solutions for their business needs.

Although Avaya has been late to the party , it probably still has the most active call center seats globally. A resurgent Avaya is not just good for Avaya but also for the Industry , especially with a very large loyal base of customers and Partners who have genuinely wanted the company to come out stronger.

In this subsequent series of blog posts we will articulate how customers can leverage Avaya Experience Platform to make the transition to the cloud, especially if they are already an existing Avaya customer.

Here are some topics we will cover in our series:

1. Introduction to the Avaya Experience Platform: we will provide an overview of the Avaya Experience Platform and its key features and capabilities.
2. The benefits of moving to the cloud: we will provide the benefits of moving communication solutions to the cloud, including greater flexibility, scalability, and cost savings. we will also discuss the advantages of the subscription pricing model and how it can help organizations reduce costs and increase efficiency.
3. Seamless integration with existing Avaya systems: we will articulate how the platform can integrate with existing Avaya solutions on premise to enable a seamless movement to the cloud.
4. Personalized customer experiences: we will articulate Avaya Experience Platform's ability to enable highly personalized customer experiences across multiple channels.
5. Security and reliability: we will articulate how the Avaya Experience Platform is built on a secure and reliable infrastructure, and how it is backed by world-class support and services.