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As contact centers evolve and businesses work to deliver great customer experiences (CX), they’re discovering a harsh reality: Their legacy contact center infrastructure from Avaya and other vendors simply cannot support the way customers want to communicate today.
In order to offer mobile, social, and digital channels to their customers, companies have resorted to adding point solutions from any number of vendors into their Avaya infrastructure. This approach solves the multi-channel communication problem but introduces new, disconnected customer silos exposing the limits of these outmoded systems. Today’s customers effortlessly move between chat, email, and voice, and expect the call centers they interact with to keep up with them. That means carrying the context of every interaction across all channels—and delivering a true omnichannel experience.
With existing call centers approaching end-of-life, bringing high maintenance and upgrade costs, questionable roadmaps, and the future of Avaya in doubt, it’s not surprising that businesses of all sizes are abandoning their legacy systems in favor of a unified customer experience platform that allows them to offer customers a true omnichannel experience.
Here are three global examples of companies who said adiós to Avaya:
This well-known technology and hardware giant is headquartered in Silicon Valley and has offices around the world. For years, it operated on-premises contact centers that were built around Avaya infrastructures.
But as the company and the needs of its customers grew, its contact centers couldn’t keep up. The infrastructure was aging—the technology was as well. It didn’t interoperate with the contact center systems or with CRM or back-office applications. It lacked a workforce management system for its 10,000 call center and BPO agents distributed globally. Efficiency and the service levels faltered. Change was needed.
Despite the effort and resources involved in switching contact center platforms throughout the enterprise, the company ousted Avaya and selected Genesys cloud-based contact centers for every global region.
A large soft drink manufacturer and beer brewer in Japan needed a unified platform for its three major subsidiaries. The brewery was already using Genesys, as was a recently acquired firm.
But the soft drink division had a contact center based on Avaya/Nortel technology—a system that was the model of inefficiency. It was nearly impossible for agents to provide the level of service their customers expected. The system was expensive to maintain and operate. And since obsolescence was inevitable, upgrading was not an option.
So the Tokyo-based firm severed ties with Avaya and chose Genesys Business Edition—contact center software that offers the right mix of features for their current needs plus scalability for their future growth.
Telefônica Vivo, one of the largest telecom companies in Brazil, is experiencing robust growth. In fact, the company recently acquired a competitor, Global Village Telecom (GVT), further fueling its expansion.
But the acquisition presented an unusual problem for the company. GVT used Avaya in its contact center, while the rest of the organization relied on Genesys. Vivo considered implementing Avaya throughout the organization; however, they soon learned that the platform would take too long to deploy. And maintenance was too expensive.
So the company ditched its legacy contact center system and chose a Genesys SIP-based solution for its 1,155-seat contact center. Now, Vivo has a complete view of contact center operations. Agents and non-customer-facing staff can collaborate across departments and locations—boosting first contact resolution.
Vivo predicts a positive ROI in mere months, as well as a sharp decline in operating expenses, because SIP technology allows effortless integration of new channels, and it offers simplified management.
Most importantly, Vivo swapped Avaya in favor of a platform that provides truly omnichannel engagement. And like all service providers, Vivo knows that great customer experience is critical to its success.
Unsure if it’s time to say, “¡Adiós!” to aging, outdated ACD and IVR solutions from Avaya? Find out if your company is omnichannel ready, or watch our on demand webinar, Top Five Reasons Your Legacy Call Center’s End-of-Life Doesn’t Mean the End for You for deeper insight.
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