Key Takeaways from Avaya Engage 2024 Roadmap

At NexusBlue, we strive to inform our clients about the latest advancements and strategic directions in the technology sector. Bill recently attended the Avaya Engage 2024 conference and gained valuable insights into Avaya's exciting roadmap and its integration and transparency with their partners. Here's an overview of the key details, features, timelines, and strategic goals discussed during the event.

Customer-Centric Approach

Avaya primarily addresses customer problems and adjusts its roadmap based on customer feedback. This customer-centric approach ensures that the solutions provided are tailored to meet specific needs, making customers the heroes of their ecosystems.

Product Development and Innovation

• Q1 - Q2 2024: Avaya will actively collect and integrate customer feedback to adjust and prioritize roadmap items, ensuring solutions address real-world problems. Avaya will continue delivering customer-driven developments based on the 500+ new features introduced over the past five quarters. AI will be embedded into core platforms, enhancing media processing, orchestration, and noise reduction technologies and developing AI-driven reporting and analytics capabilities.

• Q3 2024: Under the guidance of the new CTO, Avaya will implement new processes to increase development throughput and agility, fostering a more agile product development environment. Avaya will integrate Power BI for advanced analytics and reporting, enabling customers to use Power BI's Copilot to generate insights and create reports. Features will be released to simplify the upgrade process, ensuring backward compatibility between cloud and on-premises products for a smooth migration path.

• Q4 2024: A unified reporting and analytics platform combining digital and voice interactions will be launched, providing a single reporting point for hybrid interactions. Updates to Avaya's SDK and framework will allow their agent desktop to be embedded in customer-specific applications or CRMs, facilitating easier integration with third-party systems. True blended omnichannel capabilities for digital and voice interactions will be introduced, ensuring seamless integration and a unified user experience.

Deployment and Compatibility

• Q1 - Q2 2025: Enhanced support for hybrid deployment models will allow customers to choose between on-premises, cloud, or a combination of both. Tools and processes will be provided for a seamless transition and integration. Avaya's platform will support large contact centers with up to 60,000 agents by the end of the year, ensuring the system can handle up to 100,000 agents and showcasing robustness and efficiency. Developing and launching a new workflow engine based on the Edify acquisition will enable drag-and-drop capabilities, third-party data integration, and AI-enhanced workflows. Comprehensive training programs for transitioning to new unified desktop applications and continuous support for smoothly adopting new features and capabilities will be offered.

• Q3 - Q4 2025: Multi-region resiliency and compliance with Geo regulatory requirements will be implemented, maintaining ISO certifications and SOC 2 compliance for enhanced security. Expansion of partnerships with companies like Elgaria, Aqueon, Calabrio, LivePerson, and Microsoft will continue, integrating partner solutions to enhance Avaya's platform capabilities and offer best-of-breed solutions. Enhancement of Avaya's open platform will allow customers to build and integrate their own solutions, providing robust APIs and developer tools for customization and extension. A single user experience across all deployment models will be ensured, whether on-premises, cloud, or hybrid, providing a seamless transition path for moving from on-premises to cloud environments.

Strategic Goals

• Continuous Innovation: Avaya aims to innovate continuously based on customer feedback and needs, ensuring solutions address real-world problems.

• Flexible Deployment Models: Support for various deployment models will cater to customer preferences and requirements.

• Scalability and Reliability: A key focus is building systems that can scale to support large customer bases while ensuring high reliability and resilience.

• AI Integration: We will prioritize using AI to enhance product functionalities, improve analytics, and provide smarter automation and orchestration.

• Collaborative Partnerships: A strategic goal is also to collaborate with industry leaders to integrate best-of-breed solutions and enhance the overall platform offering.

Conclusion

The roadmap presented at Avaya Engage 2024 showcases a robust plan for innovation, flexibility, and customer-centric development. Avaya's commitment to integrating AI, simplifying upgrades, and supporting various deployment models is set to benefit its clients significantly. Moreover, the transparency and integration with key partners highlight Avaya's dedication to delivering comprehensive and effective solutions.

At NexusBlue, we are excited about Avaya's direction and look forward to leveraging these advancements to enhance your IT ecosystem. For more detailed information or to discuss how these updates can benefit your organization, please get in touch with your NexusBlue consultant.