Avaya Experience Platform (On-Prem + Connect) solution overview

Last Updated : Nov 26, 2024 |

Avaya Experience Platform™ (On-Prem + Connect) is an offer that existing Avaya Experience Platform™ On-Prem customers can use to integrate with the cloud-native capabilities offered by Avaya Experience Platform™ Public Cloud. With Avaya Experience Platform™ (On-Prem + Connect), Avaya Experience Platform™ On-Prem customers can use the Avaya Experience Platform™ Public Cloud features from the cloud.

Avaya Experience Platform™ On-Prem customers can retain their on-premises infrastructure and investment for voice routing and call handling. With the Avaya Experience Platform™ (On-Prem + Connect) offer, Avaya Experience Platform™ On-Prem customers can adopt additional voice and new digital channels from the Avaya cloud and all the benefits that the cloud delivers.

Avaya Experience Platform™ On-Prem customers can select the following bundles:

  • Avaya Experience Platform™ (On-Prem + Connect) Voice bundle: To extend the Avaya Experience Platform™ On-Prem voice capabilities with a modern WebRTC Avaya Workspaces client that provides AI Noise Reduction.

  • Avaya Experience Platform™ Public Cloud Digital bundle: To adopt the Avaya Experience Platform™ Public Cloud digital channels such as chat, email, and social messaging using the same WebRTC Avaya Workspaces client.

Avaya Experience Platform™ (On-Prem + Connect) supports basic and advanced feature bundles. The advanced feature bundle includes advanced features such as Unified Customer Journey and incurs additional charges.

Avaya Experience Platform™ (On-Prem + Connect) is a cloud solution with a subscription model. You can purchase features and agent licenses to meet your solution requirements and quickly scale up or down your operations as necessary. New features are available to you as soon as they are released. You do not require long maintenance windows to upgrade your solution.

As Avaya Experience Platform™ (On-Prem + Connect) is a hybrid cloud offer, you require active Avaya Session Border Controller for Enterprise (Avaya SBCE), Avaya Aura®, and Avaya Experience Platform™ On-Prem maintenance contracts for Avaya to provide effective support. If an active maintenance contract is unavailable, end-to-end day 2 troubleshooting across Avaya Experience Platform™ (On-Prem + Connect), Avaya SBCE, Avaya Aura®, and Avaya Experience Platform™ On-Prem is impossible. Troubleshooting support restricted to Avaya Experience Platform™ (On-Prem + Connect) might not help address your issue. For end-to-end troubleshooting, renew your lapsed Avaya SBCE, Avaya Aura®, and Avaya Experience Platform™ On-Prem maintenance contracts.

Important:

  • The prerequisites must be in place to successfully deploy Avaya Experience Platform™ (On-Prem + Connect). Ownership and completion of prerequisites are the responsibilities of the customer. The customer can take assistance from Avaya Customer Experience Services (ACES) or their partner. However, this is outside the scope of the Avaya Experience Platform™ (On-Prem + Connect) offer. For more information about the prerequisites, see the chapter on Planning and preconfiguration in Deploying Avaya Experience Platform™ (On-Prem + Connect).

  • You must complete the prerequisites before placing the order for Avaya Experience Platform™ (On-Prem + Connect). After you place the order, the Cloud onboarding process begins. Subsequently, billing commences at the end of the onboarding period, according to the Avaya Experience Platform Service Description. Non-availability of prerequisites delays onboarding but does not affect when billing can commence. Hence, to derive maximum benefit from the Avaya Experience Platform™ (On-Prem + Connect) subscription, the customer must have all prerequisites before placing the order.