Avaya Migration Package Start your new chapter in the cloud
As an Avaya customer, you probably have more questions than answers right now. While the future may seem uncertain, it doesn’t have to be. Now is the time to take action and protect the commitment you’ve made to your customers, employees and the future of your contact center. NICE inContact is ready to help you move to the cloud and put uncertainty in the past. Why NICE inContact
NICE inContact provides the most complete cloud contact center on the market, with omnichannel routing, workforce optimization, analytics, and voice as a service – all unified on a single enterprise-grade cloud platform. •
Stop paying for more than you use: switch to a SaaS, pay-as-you-go model
•
Eliminate complex, lengthy upgrades: roll out new features automatically
•
Make changes quickly: adjust IVR, routing, etc. in minutes—not weeks
•
Gain greater reliability: with universal queue and hot failover across all your sites
•
Scrap clunky, bolted-on interfaces: with a true all-in-one, unified solution
•
Protect your future: with an industry-leading, financially solid partner
We have you covered with our proven ABCD methodology •
Align: Define objectives, determine roles and responsibilities, and confirm business requirements
•
Build: Connect your customers to your agents with the right technology
•
Connect: Secure and test telephony & data connectivity and complete integration with external systems
•
Deploy: Make final preparations for your go-live date, including final testing and end user training
“We have a view of every single phone call, phone number, and contact ID. We know who is calling, and we never had that before. As fast as we can turn services on we’re turning them on and we’re impacting guest experience with every lever we pull.” – John Zurn, Carlson Rezidor (Live on NICE inContact within 60 days, from Avaya)
™
WHAT NOW? •
Ensure a Smooth Migration — Personalized implementation and project management support—from start to finish
•
Put an Expert in Your Corner — A dedicated Technical Account Manager (TAM) to advocate for your needs
•
Expand and Enhance at Your Own Pace — Keep moving forward with integration support, customizations and ongoing consulting
Avaya Migration Package
Before your migration: NICE inContact Implementation and Project Management
•
eLearning at inContact University – Hosted, self-paced, online courses to access anywhere. Designed for pre-deployment, just-in-time, and post-deployment
•
Best Practices – Our Customer Success resources ensure that you receive training and guidance on best practices for using inContact solutionsor volume capacity with no manual effort
Multiple offerings for a premium professional services engagement Project management — Your dedicated project manager will create a project plan for your NICE inContact migration and ensure that milestones are achieved to meet your schedule. Implementation Management — A dedicated implementation manager collects and understands your detailed business requirements, documents the requirements to serve as the basis for the implemented design and then works with you to test and adjust the configured design. After go-live, your implementation manager provides continued support and follow-up.
After your migration…and beyond
Onboarding — A dedicated onboarding manager focused on achieving your objectives and success metrics throughout the engagement, builds on the knowledge provided by our education team to ensure your proficiency during real-world use, and works with your managers, supervisors and administrators every step of the way during your initial use of NICE inContact CXone. Training — We offer flexible training options to meet your schedule, travel availability and learning style, including: •
Live classroom – In-depth training with highly skilled instructors on our campus or yours
•
Virtual Classroom – Live, instructor-led sessions with the same course materials and content you’d receive in our live classroom sessions
Ongoing Support — Your Technical Account Manager (TAM) is your personal advocate, offering: •
Deep Technical Expertise paired with an understanding of your unique business needs
•
Access to Technology Specialists within the entire NICE inContact organization
•
Knowledge of current contact center best practices
•
Help for your most challenging issues, right when you need it
Integration, Customization and Consulting Services — NICE inContact’s software integration engineers work with you to build and deploy key technical components designed to enhance your customer’s experience, including: •
Integration with Customer Relationship Management (CRM) applications, databases or other business systems
•
Customization of scripts to deliver complex business logic
About NICE inContact NICE inContact makes it easy and affordable for organizations around the globe to create stand-out customer experiences while meeting key business metrics. NICE inContact provides the world’s #1 cloud customer experience platform, NICE inContact CXone™, built on an open cloud foundation that is flexible, scalable and reliable for enterprise, small business, government and business process outsourcers. NICE inContact is a part of NICE (Nasdaq: NICE), the worldwide leading provider of both cloud and on-premises enterprise software solutions.
For more information, visit: www.NICEinContact.com 75 West Towne Ridge Parkway, Tower 1, Salt Lake City, UT 84070 tele | 866-965-7227 intl | +44 (0) 207.002.3000 email |
[email protected] Copyright © NICE inContact
web | www.NICEinContact.com WFO0036_One Path Datasheet_12.17
