Avaya Interaction Center
End of Life
All things must come to an end. Avaya placed the final version of Interaction Center (IC) 7.3.x on the End-of-Sale list on November 15th, 2022. End of support is less than a year later.
Avaya has a set procedure for End-of-Life cycles but those have been accelerated for some products as a result of the financial quandary they found themselves in. Some difficult decisions needed to be made and cutting Interaction Center was one of them
Visit the Avaya EoS page and download the list
Now What?
Don't Worry You Have Options
Stay
Planning on sticking around?
Migrate
Cloud or New Vendor
Hybrid
Hybrid Options
Now What?
An End-of-Life product isn’t the end of the world
Take a deep breath and consider the impact of losing IC as a product, and what your best options are. You are likely to be surprised.
If you are heavily invested and have a lot of agents, your choices are more important and may be part of a larger strategy.
Your best friend is time. Some decisions take a long time to implement, so the more time you can give yourself the better, so start planning now.
Find a professional company with a lot of experience, like Primas, to help you navigate your options.
Stay?
Lots of customers choose to “sweat” their investment
If you decide to squeeze as much blood as you can from your investment, you will need to consider that Avaya support will go away at some point and eventually you will need to make a decision one way or another.
Companies like Primas can help extend the life of your product, but it will take some customization and adaptation. Depending on the size of your installation, it might be a wise choice to give yourself some additional time to make big decisions.
Migrate to Avaya Cloud or Another Vendor?
Can you “forklift”? If so, this might be your option.
Both options of switching to cloud or another vendor come with an element of pain and risk. Either way, both options are a “forklift” from what you have today and the future is uncertain. You can be faced with making rushed decisions because you are under a time crunch.
Extending your support can give you the breathing room you need to make plans, assess your options and implement the best solution possible given what you know at the time. Primas is up to date with the latest options and roadmaps to make the best decisions,
Hybrid?
Make sure that your investment isn’t lost
Rushed decisions can be costly, as can “Tranformations”. Primas is in a unique position to be able to blend contact centers between products without losing functionality. Being vendor agnostic means you can have the bridge to wherever you choose to end up, without losing any bridging investment and not having to panic.
The Primas Hybrid approach gives you the time, the functionality and advanced features that your agents expect, without missing a beat. There’s only one thing that an agent hates more than change and that’s changing and having to relearn twice. Talk to Primas and find out how to avoid disrupting your organization.
Avaya Interaction Center
- Any Media Universal Routing & Queuing
- Voice, Email, Web contact management & Collaboration
- Video, Mobile & Social Media Management
- Agent Desktop Clients
- Applications & Infrastructure Integration
- Centralized Administration & Management
PrimasCX OmniChannel
- Any Media Universal Routing & Queuing
- Voice, Email, Web contact management & Collaboration
- Video, Mobile & Social Media Management
- Agent Desktop Clients
- Applications & Infrastructure Integration
- Centralized Administration & Management
- Customizable Intelligent Workflows
- Intelligent Routing Engine
- Social Media Monitoring
- Multi-Vendor Integration Options
