In today’s competitive Nigerian market, exceptional customer service isn’t just an advantage—it’s a necessity. Whether you’re in banking, telecoms, retail, or logistics, how you manage customer interactions can define your brand. The Avaya Contact Center platform offers a world-class solution to streamline communications, improve agent productivity, and elevate customer experience.
If you’re considering implementing Avaya Contact Center for your Nigerian business, this step-by-step guide will walk you through the entire process, from initial planning to going live.
Why Avaya Contact Center is a Smart Choice for Nigerian Businesses
Before we dive into the steps, it’s key to understand the value. Avaya provides robust, scalable solutions that can handle high call volumes—perfect for Nigeria’s vibrant and growing customer base. Features like intelligent call routing, omnichannel support (voice, email, social media, WhatsApp), detailed analytics, and cloud or on-premise options make it a versatile choice for businesses of all sizes.
Phase 1: Pre-Implementation Planning & Assessment
Step 1: Define Your Business Objectives
Start by asking: What do you want to achieve? Common goals for Nigerian businesses include:
- Reducing customer wait times.
- Managing peak period calls (e.g., during promotions or bill payment times).
- Offering support across popular channels like phone and WhatsApp.
- Gaining better insights into customer complaints and trends.
Step 2: Evaluate Your Infrastructure
Assess your current setup:
- Internet Connectivity: Avaya solutions, especially cloud-based ones, require stable, high-bandwidth internet. Consider a primary and backup connection (e.g., fibre + 4G/LTE).
- Power Reliability: Uninterruptible Power Supply (UPS) systems and generators are non-negotiable for on-premise hardware components.
- Agent Workspace: Do your agents have suitable desks, headsets, and computers?
Step 3: Choose Your Deployment Model
- Avaya Cloud Office CC (Contact Center): A subscription-based, cloud-hosted model. Ideal for faster deployment, lower upfront cost, and minimal in-house IT maintenance. Highly recommended for businesses seeking agility.
- On-Premise Solution: Involves hosting Avaya hardware and software in your own data center. Offers full control but requires significant capital expenditure and in-house technical expertise.
Step 4: Partner with a Certified Avaya Provider in Nigeria
This is crucial. You cannot buy or implement Avaya directly. You must work with an official Avaya Business Partner or Solution Provider in Nigeria. They will:
- Conduct a needs analysis.
- Recommend the right solution mix (e.g., Avaya IX™ Contact Center, Avaya Aura® Contact Center).
- Provide licensing, installation, and ongoing support.
- Tip: Look for partners with a strong local track record and support team in Lagos, Abuja, or other major hubs.
Phase 2: Procurement & Design
Step 5: Finalize the Solution Design with Your Partner
Your Avaya partner will create a technical design document specifying:
- Number of agent licenses.
- Required features (Interactive Voice Response – IVR, call recording, skills-based routing, etc.).
- Integration needs (with your CRM, ERP, or databases).
- Network architecture and security specifications.
Step 6: Procurement and Licensing
Your partner will handle the acquisition of all necessary:
- Software licenses (subscription for cloud, perpetual for on-premise).
- Hardware (if on-premise: servers, gateways, phones).
- Professional services for implementation.
Phase 3: Implementation & Configuration
Step 7: Infrastructure Setup
- For Cloud: Your partner will configure the virtual environment. You’ll primarily need to prepare your local network and agent PCs for secure access.
- For On-Premise: Your partner will install and rack servers, set up power backups, and configure network switches in your data center.
Step 8: System Configuration & Customization
This is where your contact center takes shape:
- IVR Setup: Record professional voice prompts in English, Pidgin, or local languages. Design the call flow menu (e.g., “Press 1 for account balance, Press 2 for customer care”).
- Agent Configuration: Create agent profiles, skill groups (e.g., “Billing Specialists,” “New Sales”), and assign extensions.
- Routing Rules: Define how calls are distributed (longest idle, round-robin, based on skill).
- Omnichannel Setup: Configure queues for email, social media, and chat if included.
Step 9: Integration
Integrate the contact center with your existing business tools (like Microsoft Dynamics, Salesforce, or your proprietary database) to enable screen pops and improve agent efficiency.
Phase 4: Testing, Training, & Go-Live
Step 10: Rigorous Testing
Before launch, conduct thorough tests:
- Make test calls through the IVR.
- Simulate call routing to different agent groups.
- Test failover scenarios (e.g., what happens if an agent’s PC crashes?).
- Verify integrations.
Step 11: Comprehensive Agent & Supervisor Training
Training is critical for adoption. Ensure your Avaya partner provides training on:
- How to use the agent desktop software.
- Call handling, hold, transfer, and conference procedures.
- How supervisors can monitor queues, generate reports, and manage teams.
Step 12: Phased Go-Live and Monitoring
Don’t switch everything on at once. Consider a pilot launch with a small group of agents. Closely monitor performance and user feedback for the first few weeks. Your Avaya partner should provide hyper-care support during this initial period.
Phase 5: Ongoing Management & Optimization
Step 13: Utilize Analytics and Reporting
Use Avaya’s reporting tools to track KPIs like Average Handle Time (AHT), Service Level, First Contact Resolution (FCR), and customer satisfaction. Let data drive your operational decisions.
Step 14: Plan for Continuous Support & Scaling
Maintain a support contract with your Avaya partner for technical assistance, software updates, and security patches. As your business grows, you can easily scale by adding more agent licenses or new features.
Conclusion
Implementing an Avaya Contact Center in Nigeria is a strategic project that, when done correctly, can significantly boost your customer service efficiency and brand reputation. The key to success lies in clear goal-setting, choosing the right certified local partner, and investing in user training.
By following this structured approach, you can navigate the implementation process smoothly and build a contact center that meets the unique demands of the Nigerian customer landscape.
Ready to transform your customer experience? Start by contacting a certified Avaya provider in Nigeria today for a consultation.