Avaya Contact Center Implementation in Nigeria: Process, Timeline & What to Expect

A Smooth Launch is the Foundation of Success

A successful Avaya contact center implementation is more than just installing software; it’s a business transformation project. A clear, structured process managed by experienced professionals is what separates a disruptive, stressful rollout from a seamless transition that delivers immediate value. Based on our work with clients like Ikeja Electric and Bet9ja, we follow a proven methodology designed for the Nigerian context to ensure your go-live is a cause for celebration, not concern.

Phase 1: Discovery & Planning (Weeks 1-2)

This foundational phase aligns technology with business goals.

• Activities: Deep-dive workshops to map your customer journeys, call flows, and integration points with CRM or billing systems. We define agent groups, IVR structures, and reporting requirements.
• Outcome: A detailed Project Design Document (PDD) that serves as the blueprint, agreed upon by all stakeholders. This clarity is crucial for selecting the right deployment model (Cloud, Hybrid, On-Premise).

Phase 2: System Design & Configuration (Weeks 3-5)

Our engineers build your unique environment.

• Activities: Core system installation and configuration based on the PDD. This includes setting up the IVR, designing ring groups, configuring user permissions, and beginning any custom integration work.
• Outcome: A fully configured, tested system in a staging environment, ready for training.

Phase 3: Testing & Integration (Weeks 5-6)

Rigorous testing ensures everything works as intended.

• Activities: User Acceptance Testing (UAT) with your key staff. Testing of all call flows, failover scenarios, and integrations. Load testing for high-volume environments is also conducted.
• Outcome: Sign-off confirming the system meets all business and technical requirements.

Phase 4: Training & Change Management (Week 7)

Empowering your people is critical for adoption.

• Activities: Tailored training sessions for agents (softphone use, call handling) and supervisors (real-time dashboard, reporting). We provide easy-to-follow guides and facilitate practice sessions.
• Outcome: A confident team ready to use the new system effectively on day one.

Phase 5: Go-Live & Hypercare Support (Week 8+)

We manage the transition and provide intensive post-launch support.

• Activities: Phased or full cutover to the new system. Our engineers are onsite or on standby 24/7 during the first critical days to handle any immediate questions or adjustments.
• Outcome: A stable, operational contact center. This intensive support seamlessly transitions into our ongoing Avaya support and maintenance program.

Conclusion: Partner with Experience for a Predictable Journey

A transparent, phased implementation managed by a partner with deep local experience mitigates risk and ensures your investment delivers value from the first call. By knowing what to expect at each stage, you can plan internal resources accordingly and embark on your upgrade with confidence.