Since Avaya has filed for bankruptcy protection, Chapter 11, there have been many articles about the future, and a number of services providers and vendors are offering to provide replacement solutions. One of the best articles we have seen is by Stephen Leaden on noJitter, January 31, 2017. http://www.nojitter.com/post/240172305/avaya-users-time-to-build-your-contingency-plans?pgno=2
It provides a balanced view of the situation and we do agree with him that “ all owners of Avaya equipment have some level of risk. Enterprise customers need to do their due diligence and, while hoping Avaya remains intact, plan for the worst. The goal is to minimize business disruption.”
He advocates engaging “ the help of independent industry subject matter experts, leverage their knowledge, and secure their counsel in finding an approach that will minimize risk as you develop your contingency plan.
The goal of the contingency plan is to:
- Minimize economic loss
- Reduce disruptions to operations
- Ensure organizational stability
- Provide an orderly recovery
- Minimize insurance premiums (contingency plans facilitate business “alarms” and therefore reduce the cost of doing business)
- Reduce reliance on certain key individuals, such as approval by a CxO to proceed — a contingency plan should accommodate budgeting and internal approvals
- Protect organizational assets
- Allay some concerns of personnel and customers with a formal plan
- Reduce IT exposure to making decisions if an unfavorable climate prevails; the plan can include several documented scenarios, and a solution and action within the contingency plan that’s been executed
- Minimize legal liability — contingency plans reduce the risk that your enterprise will face legal problems because of issues resulting from your vendor’s bankruptcy. Such legal problems could include an inability to fulfill commitments to customers as a result of failures in a UC or contact center systems that could not be properly maintained
I recommend starting this process now, without waiting to see what happens with Avaya. Putting together a solid contingency plan could take several months, depending on the size of your enterprise. As you put together your contingency plan, watch Avaya and its operations closely as the bankruptcy process proceeds.
Your contingency plan should take a holistic look at your UC and data network infrastructure, and should include the following steps for presenting to executive level management:
- Baseline and inventory your current enterprise UC and data infrastructure
- Review your corporate and IT strategic plans for possible growth and change
- Determine your level of risk
- Develop and execute a request for information (for budgetary purposes)
- Leverage any capital investment with cost-saving and cost-avoidance opportunities to manage costs
- Develop a budget for the project
- Document and execute the contingency and overall project plan”
TeleConsultants has many years’ experience in assisting clients review their current environments; understand how they use their current technology and how they can embrace the benefits of Unified Communications, Omnichannel Contact Centres and the challenges of digital transformation.
We always advocate maximising the value from your existing environments and investments before rushing in to the complexity and cost of change. When change is required we assist to evaluate solutions and deliver new platforms that focus on an organisations business needs.
We are independent industry subject matter experts, so please leverage our knowledge, and secure our counsel in finding an approach that will minimize risk as you develop your contingency plan.