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Avaya offers bridge for on-prem contact center technologies

Avaya announced its bridge service for middle-market customers who want to transition from on-premises hardware contact center technologies to cloud-based software.

Avaya Inc. is building a bridge for middle-market customers who eventually want to trade their on-premises contact...

center technologies for cloud-based software.

Last week, Avaya, based in Santa Clara, Calif., announced it was offering two deployment options related to contact center technologies: Powered by Avaya IP Office and OnAvaya -- Google Cloud Platform.

Both products let customers maximize previous hardware contact center technologies and take advantage of what the cloud has to offer, including less in-house maintenance and upfront cost savings. Both options use the same code base.

Avaya said channel partners would benefit from the flexible means of moving customers to cloud, with a simplified integration with their on-premises contact center technologies.

Business need transition to cloud-based contact center technologies

"Most customers don't jump to all cloud at first, and require transitions and flexibility," said Nancy Jamison, an analyst at Frost & Sullivan. Avaya "allows them to seamlessly move between deployments on platforms with the same code base so that they keep consistent functionality."

Avaya also announced its Engagement Development Platform, which lets companies build their own software and embed Avaya's UC applications. "Avaya is moving away from trying to sell the best UC platform, and instead sell a [custom] development platform," said Irwin Lazar, an analyst at Nemertes Research, based in Mokena, Ill.

Lazar said Avaya is trying to differentiate itself from other big vendors, such as Microsoft and Cisco, who do not offer a similar product.

A 2015 benchmark survey by Nemertes Research showed 25% of companies were evaluating whether to buy UC software that incorporates other applications. Another 30% of respondents were already doing so.

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