What Are Your Options for Modernization?
Bridgepointe has been actively working with several clients to help them modernize their existing Avaya platform. We recommend two primary options based on your needs from a people, processes, and technology standpoint.
Option #1: Innovate in Place
The first option involves layering modern tools like UCaaS, CCaaS or CX AI onto existing Avaya infrastructure. Choosing this route means you can focus on innovating with minimal disruption.
This option maintains your physical Avaya infrastructure and enhances the features with additional technology instead of ripping and replacing your legacy systems.
This option can be attractive from a benefits perspective. It will deliver cost savings, and your initial investment will be lower. Your day-to-day operations will remain uninterrupted while your organization reaps the advantages of improved collaboration and customer experience.
Additionally, this approach can improve overall CX, and you can leverage new technologies like AI-powered routing and other self-service options. Plus, you can implement scalable solutions that grow with your business needs and simplify your management with a centralized portal.
If you opt to innovate in place, you can also benefit from flexible deployment. You can choose cloud, on-premises, or hybrid solutions to fit your needs and create a seamless migration path.
Option #2: Full Digital Transformation
BridgepointeCX offers a proven path to migrating off Avaya for those looking for a complete digital transformation.
While this process is much more time- and resource-intensive, it enables your organization to overhaul your CX completely to meet changing customer needs while cutting costs for years.
A complete digital transformation involves assessing processes, people, and technology and designing a phased transformation plan.
Phase one focuses on analysis and planning, mapping requirements, identifying legacy systems and dependencies, and creating a strategy roadmap. From there, a vendor is selected.
Phase two focuses on three key areas: organizational change, validation and cloud migration. During this phase, everything from aligning the organization around new business processes and conducting UAT based on customer user stories to a phased approach for the cloud migration is handled.
Why BridgepointeCX?
Working with experts can make all the difference when undergoing a large-scale digital transformation.
The BridgepointeCX team has extensive expertise in navigating complex environments without forcing a one-size-fits-all solution. We offer tailored strategies for hybrid solutions that combine cloud and on-premises capabilities.
Our team of over 40 experts has performed over 2500 implementations of CCaaS platforms, working with organizations ranging from those operating in the SMB market to large enterprises with over 20,000 seats globally. Our clients include Walmart, Sam’s Club, Indeed, ESPN, and Nintendo.