Avaya bankruptcy-What does it mean for cloud contact centers


Avaya bankruptcy-What does it mean for cloud contact centers

Unless you have been living under a rock, by now you must know that Avaya has filed for bankruptcy. The company itself has said that it will continue to operate. It may divest some properties and most probably will invest more in some other areas.

My personal feeling is that they will invest a lot more on cloud technologies. This is good news for all cloud players as the enterprise will also start looking at cloud contact centers.

Avaya has already shown through Zang that they are willing to invest on cloud communication tools.

The following things will happen because of this move:

  1. Cloud contact centers will become mainstream: Avaya was the pioneer of premise based contact center solutions. And it was one of the last ones standing. Now, with its bankruptcy filing, the doors have opened for cloud communications.
  2. Pure voice contact centers will find it hard to survive: Voice alone will not be enough. Multi channel contact center solutions like Kookoo will find it easier.
  3. SMBs will adopt Cloud call centers: With its on premise model, SMBs found the Avaya solution too costly. But by enabling delivery on the cloud, even SMBs will get all the features of a full featured call center solution at an affordable rate. For example, with Kookoo, SMBs can setup a call center for their business for $19.9 in under 2 minutes.

For people evaluating Avaya and now having second thoughts because of the bankruptcy, the following are some of the advantages of a cloud call center solution like Kookoo:

  1. Ease of setup: Gone are the days of provisioning telephone lines, building and setting up IVRs, configuring routes etc. You can now have a fully functional call center for your business in 2 minutes(we have timed it). Just sign up and start taking calls.
  2. Zero hardware: Although a dedicated hardware phone is good to have, its an investment in the early stages of a business. So Kookoo is a call center solution running out of a browser. Nothing else to be installed on the client side.
  3. Pay per use: Complicated pricing sheets go out the window. A single price point for all features and unlimited agents is the norm. This makes it easier for businesses to manage their expense. the more calls a business gets, the more it pays.