How would you measure the success of Avaya's OneCloud CCaaS platform?

Introduction

Measuring the success of Avaya's OneCloud CCaaS platform requires a comprehensive approach that considers multiple stakeholders and metrics. To effectively evaluate this contact center as a service (CCaaS) solution, I'll follow a structured framework covering core metrics, supporting indicators, and risk factors while considering all key stakeholders.

Step 1

Product Context

Avaya's OneCloud CCaaS is a cloud-based contact center solution that enables businesses to manage customer interactions across multiple channels. Key stakeholders include:

1. Businesses (primary customers)
2. End-users (customers of businesses using OneCloud CCaaS)
3. Contact center agents
4. IT administrators
5. Avaya (as the service provider)

The user flow typically involves:

1. Customer initiates contact through their preferred channel (voice, chat, email, etc.)
2. OneCloud CCaaS routes the interaction to the appropriate agent or self-service option
3. Agent handles the interaction using the platform's tools and resources
4. Interaction is resolved, and data is captured for analysis and improvement

OneCloud CCaaS fits into Avaya's broader strategy of transitioning from on-premises solutions to cloud-based offerings, competing with other major CCaaS providers like Genesys, NICE inContact, and Five9. The product is in the growth stage of its lifecycle, with Avaya focusing on expanding market share and enhancing features to meet evolving customer needs.

As a software product, key considerations include:

• Platform scalability and reliability
• Integration capabilities with existing customer systems
• Continuous deployment of updates and new features