Avaya is Your GPS for Your Cloud Journey

With so many choices, what questions should you ask? What applications are a must have?

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Every customer is unique and different. And each customer has different needs of what they're trying to achieve with the cloud. So we act as the GPS for our customer's journey. Even though a lot of them may have the same end destination, there are different routes on how to get there, and none of them are really wrong, they're all gonna get to the same place.


It starts by identifying what the value of cloud is for them because every single customer has different needs on what they're trying to achieve. For some, It's all about the business model, like the per user, per month pricing is attractive. For others, the ability to grow or contract based off of what's happening in their business is the ultimate benefit they see out of cloud.

If it's full, unified communications in the cloud, we can do that. If it's simply augmenting what they have, so if their on-premise infrastructure doesn't support text messaging, doesn't support callback assist. We can build those services out of the cloud and augment their existing infrastructure to deliver that real value.


Once you reach that first destination, you realize all of the potential that's still there. So when you think about things like artificial intelligence, there's real value there to help lower your wait times and help make your agents more efficient. The cloud empowers those types of things for our customers.

So if a customer has an infrastructure that works and they've just recently updated or they're just not comfortable with going everything to the cloud, they don't have to. We have a great new toll-free service via mobile experience that delivers lower costs and improves customer satisfaction. You don't have to upgrade all of your infrastructure to get that one service, we can build services out of the Avaya cPass Cloud.

So whatever you need, we can actually build it to order. So things like interactive voice response out of the cloud, callback assist, predictive dialing, conferencing, all those things are now buildable out of the cloud as a service instead of having to buy all the infrastructure and set up all the servers and then hope it gets used.


The first pitfall to avoid is this concept that it's one size fits all, one size never fits all. And in a world that's unique and different for every customer in business, you wanna look for a supplier and a partner that basically works around that model. The other challenge that you wanna look at is the idea that you need to be in a multi-tenant instance in order to be in the cloud.

For some, that's a great function, it's like living in an apartment building, you get your own place, you're one of many, but when something needs to be done, you have no control over it. Use the cloud to innovate. There are so many amazing things that are available in the infrastructure world today that you just don't necessarily have access to because of the old model.

You'd have to uplift everything to get access to one or two features. With the cloud it allows you to really start looking at what are the business problems I'm facing and just solve them.