Telecommunications company Avaya is weighing a chapter 11 bankruptcy filing and nearing a deal to sell its call centre software unit. The company has been dealing with years of losses and is making the necessary steps in an effort to pare its heavy debt load. Is this the showdown of the on-premise telecommunication suppliers?
Transitioning to the cloud too late can be pretty disruptive. Companies that realise the possibilities of the cloud too late are struggling to adapt to the changing market conditions. They are being overtaken by the competition who were able to quickly adapt to market changes because of the scalability and flexibility of the cloud services they use. On top of that, they hardly have investment costs because they only pay for the functionality they actually use and can adjust this exactly to their needs.
Dependent on Your Supplier
Major telecom hardware suppliers such as Avaya, Cisco, Mitel and Genesys have been earning money by selling you moves adds and changes, upgrades and new releases. They have made their products so complex that you completely have to rely on them and have to spend a lot of Capex to get new functionality. When you need a new functionality, this usually means a big investment (Capex). On top of these investments, you have to pay your supplier (like KPN in the Netherlands) a lot of money for service costs.
Service Contracts and Expensive Upgrades
Service costs are an assurance that someone shows up when the system stops working. A kind of insurance, so to speak. Most of the time you will hear that you had this coming since you did not implement the latest upgrade. You will get a temporary fix or be forced to open your wallet and put some money on the table. In the meantime, you are losing shiploads of money as you are not accessible to customers, partners and suppliers. Not the ideal time to have to ask management for an investment in an upgrade.
The Newest Features with Cloud
With a cloud solution, you will always have the latest software version. And so you’ll have access to the latest functionalities, such as social media channels like WhatsApp. The IT department will not be losing any more time to managing the environment. The cloud service provider will take care of the technical management. You will only have to analyse the real-time reports and adjust your operational settings through the web-based management tooling. A contact centre manager can execute operational management of the contact centre himself by predicting the expected rush on ‘Black Friday’ based on reports and by changing the routing based on real-time data if necessary.
Communication Partner in Customer Contact
Evolve IP has more than 25 years of experience with supplying and managing cloud communication environments consisting of customer contact solutions integrated with VoIP-based business telephony. We have noticed that the market has matured because it is no longer a problem for organisations to put up their telecommunication environment in the cloud. We exchange on-premise Avaya and Cisco systems for our cloud service on a daily basis and offer a one-stop shop for customers varying from 100 to 5,000 employees. Our consultants are the communication partner for your organisation and advise you on how your organisation can get the most out of the cloud. As you can see in this video, it is no surprise to us that Avaya is applying for a moratorium of payment.
All types of organisations are switching to the cloud
Mtel helps many finance, retail and health organisations to achieve their communication goals and to deliver a superb customer experience. Are you interested in the advantages a transition of your communication environment will bring your organisation? Contact an Evolve IP consultant via +44 (0)203 326 0800 or email@example.com
Categories: Call Center