Microservices are at Work for Avaya Customers Today

Microservices are at Work for Avaya Customers Today

It came up in conversation during a recent client site visit: “Where does Avaya stand with microservices?”

The topic is being increasingly discussed as the microservices architecture buzz grows. CIOs are beginning to realize the significant cost benefits of shifting maintenance budget to innovation with more agile, flexible frameworks that support digital transformation. Studies show that IT teams now spend nearly 30% of their time dealing with digital performance problems, costing up to $2.5 million annually. They are also seeing the operational benefits of simpler architecture services for managing transformation. Those same studies show that 76% of CIOs believe it could become impossible to manage digital performance as IT complexity soars). As such, 88% of CIOs marked microservices as a key technology investment for their organization in 2018.

I paused to consider how to answer the client’s question. The reality is that Avaya has been in the microservices space for close to a decade, long before the technology became de facto. In 2012, Avaya began facilitating its move away from monolithic-type architectures and pioneered an early form of microservices orchestration with its Avaya Breeze platform.

This platform features independently-deployed services that can leverage each other’s functionality via a message bus and easy-to-use APIs. Virtually anyone—developer or not—can use Avaya Breeze to quickly and more efficiently connect people organization-wide by building custom, communication-enabled apps and workflows. Apps can be built from reusable parts, integrated with other apps or started from scratch if needed.

This was the start of Avaya’s microservices history, which paved the way for bringing more competitive features to market as well as next-gen contact center and unified communications applications. Fast forward to today and Avaya continuously works to ensure its microservices are aligned with de facto standard technologies such as Docker and Kubernetes.

Microservices Offers Available from Avaya Today

With most organizations now using or investigating microservices, it can be argued that the technology is critical for success. Avaya has a growing set of cloud offers using standard microservices technologies, including:

  • Communications Platform-as-a-Service (a market in which spend is expected to quadruple from 2018 to 2022)
  • Team Meetings (using the cloud-based team collaboration and meeting app Avaya Spaces)
  • Cloud Identity Management
  • Contact Center in the Cloud (using Avaya’s Contact Center-as-a-Service solutions)

Consider the last of these: CCaaS. Avaya’s end-to-end CCaaS technology is a merger of its best-of-breed, industrial-strength contact center capabilities with a rich set of Amazon Web Services (AWS)-based microservices, allowing customers to securely and reliably move to the cloud with an environment they can depend on. Avaya’s CCaaS offers a full suite of collaboration and contact center solutions in one easy-to-use platform, allowing users to:

  • Deliver services via a flexible and rapidly deployable cloud architecture
  • Integrate with other applications using open standards and extensive APIs
  • Cost-effectively provision systems in line with changing customer needs
  • Unify the customer journey for increased agent visibility
  • Future-proof communications in an age of constant innovation

Global contact center leaders like United Nearshore Operations and Ozonetel use Avaya’s CCaaS to simplify operations and enhance the experiences they deliver. Having been recognized as a leader in the Gartner Magic Quadrant for Contact Center technology 17 times, you could say Avaya knows what it’s doing in this arena.

Avaya is Ahead to the Cloud

The bottom line is that Avaya has been at this for a long time. We know what we’re doing when it comes to microservices, and we’re only going to continue enhancing as we evolve our market-leading UC and CC platforms and applications to cloud-native architecture. We’ve only just begun to chip away at the tip of the iceberg. The best is yet to come.

Regardless of the deployment model you select today or in the future—public, private, hybrid, partner, common architecture—Avaya stands ready to help you find the solution that best fits your organization’s culture, skills and needs.

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