EXPERTISE · CCaaS
Exit the legacy without breaking the run.
Migrating a contact centre is not an IT project. It is open-heart surgery on the customer experience. We design and steer the transition to Avaya Infinity or Genesys Cloud, without service interruption and with demonstrable ROI within 18 to 24 months.
THE CONTEXT
The hidden cost of the status quo.
Large organisations inherit legacy contact centres — on-premises Avaya, siloed components, fragile integrations — that undermine their customer experience. Journeys are fragmented. Operational costs drift. Bringing in AI or omnichannel becomes impossible without rewriting the architecture.
The need to migrate to the cloud is no longer in question. It is the 'how' that is paralysing: how to modernise without breaking the run, without destroying what works, without exceeding the budget announced in the investment committee.
That is the equation we unlock.
OUR ANGLE
Architect, pre-sales, delivery.
19 years of experience, including 11 at Orange Business Services and 6 at NTT DATA. CCaaS from the inside of France's largest information systems — not from a PowerPoint slide.
A rare triple profile: architect, pre-sales, delivery. On Avaya (from legacy Aura to Avaya Infinity) and Genesys Cloud, with the associated certifications. Plus AWS Cloud Practitioner to anchor the cloud-native dimension.
Vs a large consultancy: no junior pyramid. The senior architect audits, designs and delivers. Direct cost, decision agility.
Vs a generic freelancer: business vision and demonstrable ROI, not merely a single-tool technical skill set.
OUR METHODOLOGY
Four phases. No circular dependency.
Each phase produces a standalone deliverable. At every milestone, you retain decision control: continue, adjust, internalise.
01 · FRAME
Platform audit & architecture
Audit of the existing estate, flow mapping, scoring of candidate platforms. The audit produces a thirty-page document defensible in an investment committee.
02 · ARCHITECT
Avaya / Genesys Cloud design
Target omnichannel architecture, ACD/IVR flow design, CRM and IS integration plan, capacity sizing, progressive migration plan.
03 · DESIGN & POC
Technical validation before cutover
POC on a controlled scope, integration validation, load testing, friction point identification. We validate before committing the full adviser population.
04 · BUILD & ADOPTION
Progressive Go-Live & training
Site-by-site deployment, Go-Live runbook, adviser training, Day 1 / Day 30 / Day 90 steering. Adoption is managed — it cannot simply be decreed.
WHAT YOU RECEIVE
Six reusable artefacts.
Every mission produces deliverables retained by your teams — not one-use slides.
- Written platform audit (30 pages, defensible in an investment committee)
- Target architecture document (HLD + LLD, CRM/IS integrations)
- Signed vendor comparison on your short-list (Avaya, Genesys Cloud or others)
- Progressive migration plan with reversible milestones
- Go-Live runbook (adviser training, escalations, rollback)
- Day 1 / Day 30 / Day 90 steering dashboard (NPS, CSAT, AHT, answer rate)
ON ENGAGEMENT
BYOC programme — leading international luxury house.
THE CONTEXT
Multi-region contact centre network, several hundred advisers. A Genesys Cloud BYOC Premise architecture to move to the cloud before Edge end-of-support, without service disruption.
OUR ENGAGEMENT
External Design Authority: target architecture, carrier trade-offs, market-by-market cutover plan, run security.
ENGAGEMENT OBJECTIVES (IN PROGRESS)
TARGET GAINS
Three axes of ROI.
CLIENT SATISFACTION
Average increase in client satisfaction on the migrated scope, measured in continuous operations at Day 180.
INFRASTRUCTURE COSTS
Infrastructure cost reduction of 20 to 35% after cloud migration, depending on the source platform and scope.
RETURN ON INVESTMENT
Demonstrable ROI within 18 to 24 months on well-scoped programmes, measured against the business case approved by the steering committee.
TO GO FURTHER
You are leading a critical CCaaS programme?
Six packaged audits cover the full journey, from the Flash Diagnostic to the 360° Assessment. For larger programmes, mission on quotation.