At a Crossroads Following Avaya’s Q3 Announcements?

ConvergeOne can help you find the right path forward.

The thought of migrating your entire business, with all its complexities, to the cloud, can feel daunting. However, the need to modernize has never been more urgent. In fact, it is estimated that 81% of companies with 1,000 employees or more have a multi-platform strategy. The number is expected to rise to more than 90% by 2024. Financially, worldwide spending on public cloud services is expected to grow to 73%, from $160B to $277B between 2018 and 2021. 

To no surprise COVID-19 has forced organizations to provide communication solutions and offerings that address today’s challenges and ensure resilience. While many companies know that this is a need more than ever, migrating IT workloads can seem cost prohibitive due to the time and challenges most organizations face when trying to do all the work internally.

Challenges can compound when the migration includes mission-critical data, infrastructure and moving to the cloud. Since there is no single method for all sizes and types of cloud migration, you can significantly bolster your chances of cloud security success by leveraging best practices, well-executed plans, and partners with experience.

Steve Brock, Avaya OneCloud Marketing Leader, recently wrote a great article about the four new mindsets Avaya has noted that have enabled customers to maintain and even increase their workforce productivity during these challenging times.

Our research results reinforce key technology trends that continue to impact the future of the contact center and the overall experience it can provide to its customers and employees. These trends have transitioned from nice-to-have to essential. To adapt and outpace the competition, financial institution contact centers will need to adopt the following technology trends to offer best-in-class service to both their customers and employees.

According to our research with Avaya and CatalystMR, there are two main areas contact center challenges fall within: customer support and data/technology. Considering each of these key areas, the three biggest challenges contact centers face today in the support arena are:

In financial services, credit union and regional bank contact centers face challenges as they adapt to changes in technology coincident with rising customer service expectations. Customer behavior is continuing to drive this change. It can be overwhelming to consider how all customer contact departments need to evolve to care for this exponential rise in expectations. ConvergeOne and Avaya partnered with CatalystMR to conduct a study to:

Everise is an award-winning experience company with over 12,000 global agents, servicing over 20 languages, delivering CX transformation to enterprises from the Fortune 500, to the world’s most beloved unicorns, to high growth tech startups.

Fourteen ConvergeOne thought leaders presented at Avaya ENGAGE 2019. They'll be sharing highlights from their sessions in a blog series over the next several weeks, so check back for the next installment.

Fourteen ConvergeOne thought leaders presented at Avaya ENGAGE 2019. They'll be sharing highlights from their sessions in a blog series over the next several weeks, so check back for the next installment.

Last week, 14 ConvergeOne thought leaders traveled to Austin to participate in 27 sessions during Avaya ENGAGE 2019. Many remarked upon the high level of enthusiasm that was present throughout the event, as attendees recognized exciting innovations with Avaya technologies and the IT industry that are making the technology of tomorrow available today. For ConvergeOne, the excitement continued all the way to the event’s conclusion, as we were recognized as Avaya’s 2018 U.S. Service Partner of the Year.