Gap Analysis¶
Overview¶
The gap analysis compares current Avaya capabilities with target Cisco Webex Contact Center (WxCC) features to identify modernization opportunities, migration requirements, and potential challenges.
This structured comparison ensures all functional requirements are addressed and highlights the business value of migration.
Capability Comparison Matrix¶
Voice & Routing Capabilities¶
| Capability Area | Avaya On-Premise (Current) | Cisco Webex Cloud (Target) | Gap/Action Required |
|---|---|---|---|
| Call Routing | Static ACD queues with basic rules | AI-powered predictive routing with ML | Major Enhancement: Redesign routing logic with intelligent algorithms, implement skill-based routing with AI optimization |
| Queue Management | Fixed queue configurations | Dynamic queue prioritization | Enhancement: Implement priority rules and real-time queue optimization |
| Agent Selection | Longest available, round-robin | Skills-based with predictive analytics | Major Enhancement: Define comprehensive skill taxonomy and implement predictive agent matching |
| Overflow Handling | Basic overflow to voicemail | Intelligent overflow with callback | Enhancement: Design callback workflows and multi-site overflow strategies |
| After Hours | Time-based routing rules | Advanced scheduling with exceptions | Minor Gap: Configure holiday and exception schedules |
Migration Actions: - Analyze current routing strategies and document business rules - Design new routing flows leveraging AI capabilities - Define skill matrix for predictive routing - Test routing accuracy during pilot phase
IVR & Self-Service¶
| Capability Area | Avaya On-Premise (Current) | Cisco Webex Cloud (Target) | Gap/Action Required |
|---|---|---|---|
| IVR Type | Menu-based DTMF | Conversational AI with NLU (Google Dialogflow) | Major Transformation: Redesign IVR flows with natural language processing, develop conversational scripts |
| Self-Service | Basic menu navigation | Virtual agents with AI understanding | Major Enhancement: Identify automation opportunities, design bot conversations |
| Voice Recognition | Limited or none | Advanced speech recognition | New Capability: Implement voice biometrics and natural speech understanding |
| Integration | Database dips via CTI | Real-time API integrations | Enhancement: Rebuild integrations using modern APIs |
| Personalization | Caller ID lookup | AI-driven context awareness | Major Enhancement: Implement customer journey tracking and contextual routing |
Migration Actions: - Inventory existing IVR flows and containment rates - Identify top use cases for conversational AI - Design natural language dialogs for common scenarios - Integrate with Google Dialogflow CX/ES - Train virtual agents with historical interaction data
Reporting & Analytics¶
| Capability Area | Avaya On-Premise (Current) | Cisco Webex Cloud (Target) | Gap/Action Required |
|---|---|---|---|
| Real-Time Dashboards | CMS-based, limited refresh | Live dashboards via Webex Control Hub | Major Enhancement: Consolidate reports, design unified dashboards |
| Historical Reports | Batch reporting with delays | On-demand historical analytics | Enhancement: Migrate report definitions, train users on new interface |
| Custom Reports | Limited customization | Flexible report builder with APIs | Enhancement: Identify custom reporting needs, rebuild using WxCC APIs |
| Predictive Analytics | None | AI-powered forecasting and insights | New Capability: Implement predictive models for volume and staffing |
| Cross-Channel View | Siloed by channel | Unified omnichannel analytics | Major Enhancement: Design unified customer journey reporting |
Migration Actions: - Document current report inventory and usage - Identify critical reports for day-1 availability - Design new dashboard layouts for supervisors and managers - Configure API integrations for custom reporting - Train reporting users on new analytics platform
CRM & Integration¶
| Capability Area | Avaya On-Premise (Current) | Cisco Webex Cloud (Target) | Gap/Action Required |
|---|---|---|---|
| CRM Integration | Custom CTI middleware | Native cloud connectors (Salesforce, Dynamics) | Simplification: Rebuild integration using native connectors, eliminate custom middleware |
| Screen Pop | CTI-based with latency | Real-time cloud-based screen pop | Enhancement: Configure screen pop layouts, improve pop speed |
| Click-to-Dial | Desktop CTI client | Browser-based click-to-dial | Migration: Move to web-based CTI, remove desktop clients |
| Data Sync | Batch synchronization | Real-time API synchronization | Major Enhancement: Implement real-time data exchange |
| Activity Logging | Manual or semi-automated | Automatic interaction logging | Enhancement: Configure automatic case/ticket creation |
Migration Actions: - Map current CRM data flows and touchpoints - Configure native WxCC connectors (Salesforce, Dynamics, ServiceNow) - Design screen pop layouts and data mappings - Test end-to-end integration scenarios - Decommission legacy CTI middleware
Digital Channels¶
| Capability Area | Avaya On-Premise (Current) | Cisco Webex Cloud (Target) | Gap/Action Required |
|---|---|---|---|
| Separate email platform or none | Integrated email routing | New/Enhancement: Configure email routing, design email templates | |
| Chat | Third-party or none | Native webchat with AI assist | New Capability: Implement chat widget, design chat workflows |
| SMS | Not available | SMS routing and automation | New Capability: Configure SMS channel, integrate with carrier |
| Social Media | Not available | Social media integration (Facebook, Twitter) | New Capability: Configure social connectors, define response SLAs |
| Messaging | Not available | WhatsApp, Facebook Messenger support | New Capability: Implement messaging channels based on customer preference |
Migration Actions: - Prioritize digital channels based on customer demand - Design omnichannel routing strategies - Configure channel-specific workflows and automations - Train agents on digital channel handling - Implement gradual digital channel rollout
Workforce Management¶
| Capability Area | Avaya On-Premise (Current) | Cisco Webex Cloud (Target) | Gap/Action Required |
|---|---|---|---|
| WFM Platform | Third-party on-premise | Webex WEM Suite (cloud) | Major Change: Plan phased adoption, integrate with WxCC |
| Forecasting | Manual or basic tools | AI-powered forecasting | Enhancement: Implement predictive forecasting models |
| Scheduling | Spreadsheet or legacy tool | Automated schedule optimization | Enhancement: Configure schedule rules and agent preferences |
| Adherence | Manual tracking | Real-time adherence monitoring | New Capability: Implement real-time adherence dashboards |
| Quality Management | Separate QM platform | Integrated quality monitoring | Enhancement: Migrate quality forms, integrate with WxCC |
Migration Actions: - Assess current WFM tool and contract status - Plan migration to Webex WEM Suite or continue with existing tool - Configure WFM integrations with WxCC - Train workforce planners on new forecasting tools
Scalability & Infrastructure¶
| Capability Area | Avaya On-Premise (Current) | Cisco Webex Cloud (Target) | Gap/Action Required |
|---|---|---|---|
| Capacity | Hardware-bound, fixed capacity | Elastic cloud resources with auto-scaling | Major Improvement: Design capacity plans, eliminate hardware constraints |
| Geographic Distribution | Limited to data center locations | Global cloud deployment | Enhancement: Distribute agents globally, improve redundancy |
| Disaster Recovery | Manual failover procedures | Built-in cloud redundancy | Simplification: Leverage cloud DR, eliminate manual processes |
| Upgrades | Disruptive downtime required | Zero-downtime cloud updates | Major Improvement: Eliminate upgrade windows and maintenance overhead |
| Provisioning | Weeks for new capacity | Minutes for agent adds | Major Improvement: Enable rapid scaling for business growth |
Migration Actions: - Design cloud capacity and scaling policies - Eliminate hardware refresh cycles - Simplify DR procedures with cloud redundancy - Plan for rapid agent onboarding capabilities
Agent Experience¶
| Capability Area | Avaya On-Premise (Current) | Cisco Webex Cloud (Target) | Gap/Action Required |
|---|---|---|---|
| Agent Desktop | Multiple siloed applications | Unified Webex agent desktop | Major Enhancement: Consolidate tools, design unified interface |
| Login Process | Complex multi-step login | Single sign-on (SSO) | Simplification: Configure SSO, reduce login friction |
| Remote Work | VPN-dependent, limited support | Cloud-native remote capability | Major Enhancement: Enable anywhere, anytime agent access |
| Training | Classroom-based, lengthy onboarding | Guided workflows and contextual help | Enhancement: Design in-app guidance and agent assist features |
| Mobility | Desktop-only | Mobile and tablet support | New Capability: Enable mobile agent workforce |
Migration Actions: - Design unified agent desktop layout - Configure SSO for seamless authentication - Enable remote work capabilities from day one - Implement agent assist and knowledge base integration - Train agents on new desktop interface
Modernization Opportunities¶
High-Value Enhancements¶
AI-Powered Automation: - Transition from rule-based IVR to conversational AI - Implement virtual agents for common customer inquiries - Enable AI-driven routing based on customer sentiment and intent - Deploy real-time agent assist with next-best-action recommendations
Omnichannel Engagement: - Unify customer interactions across voice, email, chat, SMS, and social - Enable seamless channel switching within a single interaction - Provide consistent customer experience regardless of channel - Track complete customer journey across touchpoints
Advanced Analytics: - Replace batch reporting with real-time dashboards - Implement predictive analytics for staffing and forecasting - Enable sentiment analysis and emotion detection - Provide actionable insights through AI-powered recommendations
Cloud Scalability: - Eliminate hardware constraints and refresh cycles - Enable elastic scaling for seasonal demand - Support distributed global workforce - Reduce total cost of ownership through cloud efficiency
Quick Wins¶
Identify capabilities that can be implemented early for immediate value:
- Real-Time Dashboards - Provide supervisors instant visibility
- SSO Implementation - Simplify agent login process
- Cloud-Based Recording - Eliminate recording infrastructure
- Callback Capability - Reduce customer wait time frustration
- Basic Chat Channel - Add digital engagement option quickly
Risk Assessment¶
Migration Risks¶
| Risk Category | Description | Likelihood | Impact | Mitigation Strategy |
|---|---|---|---|---|
| Feature Parity | WxCC may not support all current Avaya features | Medium | Medium | Document all features, identify workarounds or alternatives |
| Integration Complexity | Custom integrations may be difficult to replicate | High | High | Start integration work early, allocate sufficient resources |
| Data Migration | Historical data may not transfer completely | Medium | Low | Define data retention policies, archive non-critical data |
| User Adoption | Agents may resist new interface and processes | High | High | Comprehensive change management and training program |
| Network Readiness | Insufficient bandwidth or latency issues | Medium | Critical | Complete network assessment and upgrades before migration |
Technical Debt Elimination¶
Migration provides opportunity to eliminate:
- Legacy custom code and integrations
- Outdated hardware and infrastructure
- Complex point-to-point integrations
- Manual processes and workarounds
- Vendor dependencies and fragmentation
Summary of Required Actions¶
Immediate (Discovery Phase)¶
- Complete detailed capability mapping
- Identify critical gaps requiring workarounds
- Document all integration touchpoints
- Assess network readiness
Design Phase¶
- Redesign IVR flows with conversational AI
- Define new routing strategies with AI optimization
- Configure native CRM integrations
- Design unified agent desktop experience
Build Phase¶
- Develop conversational AI dialogs
- Configure omnichannel routing
- Build API integrations
- Migrate prompts and announcements
Test Phase¶
- Validate feature parity
- Test all integration scenarios
- Conduct user acceptance testing
- Verify performance under load