One of the world’s most established experience companies, Avaya, officially filed for bankruptcy last month. Following poor financial performance in 2022 the multinational corporation has now entered Chapter 11 bankruptcy protection, leaving Avaya clients in search of an alternative CCaaS solution.
The contact centre as a service (CCaaS) market is expected to double in industry value by 2027, with more businesses realising the importance of adopting cutting edge communications infrastructure to stay competitive and secure. Transformative CCaaS solutions like SmartAgent are helping businesses and organisations realise the benefits of providing exceptional customer experience, something that many traditional solutions have been unable to do.
At SmartAgent, we understand the value of seamless communication, and have helped many businesses successfully migrate to Amazon Connect & SmartAgent from their existing CCaaS setup. Our platform offers more flexibility, automation and deflection, multiple channels, and a complete toolkit of features for efficient contact handling, ensuring that our clients can reach their customers more effectively.
Having successfully helped clients migrate from Avaya to SmartAgent & Connect in the past, we are launching an Avaya migration package to support businesses facing the difficult prospect of needing to migrate their contact centre.
Read more about one client we supported – a multinational travel and tourism company, migrating to SmartAgent so they could scale their contact handling and improve experience.
The first thing we do when a business considers migrating to SmartAgent & Amazon Connect is familiarise ourselves with their existing setup, the current problems they are facing and the desires they are currently unable to realise. Within a few days, we can offer a solution that improves their current CCaaS structure and meets their specific needs. We then build out their new SmartAgent setup with test environments so clients can experience it first-hand and test changes without risk to production traffic.
Finally, we prepare their team to manage their new contact centre, so they can train and support agents with the new technology and start serving their customers as soon as possible. The migration process typically takes 2-3 months from start to finish – migrate today, and you’ll be up and running with SmartAgent Contact Centre in no time.
Migrating to SmartAgent from Avaya offers a tonne of benefits. Many clients migrate to us for the flexibility of our platform. Thanks to Amazon Connect’s model, clients can easily adapt to changing business needs and customer demands, allowing them to scale up or down as needed. Additionally, our automation features enable businesses to reduce their operational costs while improving efficiency and customer experience.
SmartAgent also offers the ability to use multiple channels for communication. With our platform, businesses can communicate with their customers through voice, email, chat, social media, and more. This ensures that customers can choose the channel that suits them best, leading to a more satisfying customer experience.
If you're an Avaya client concerned about the recent news, consider migrating to SmartAgent. Our platform offers more flexibility, automation, contact channels, integrations and ability to configure your own set-up, enabling your business to communicate better with customers. With a proven migration process, we'll smoothly transition you to SmartAgent in a just a few months, so your contact centre can achieve more and stay ahead.
Find out more about the benefits of migrating to SmartAgent’s Contact Centre here.