Keeping the Core Strong: How C1 Supports and Modernizes Your Avaya Communications Environment Without Risk
In an era of rapid digital transformation, organizations are under pressure to modernize their communications systems to keep pace with ever evolving employee and customer experience requirements. The move to the cloud is no longer a matter of if—it’s how soon. Recent C1 Edge research found that 64% of contact centers are now fully cloud-based and 85% made the move in the last year.1 But for many businesses still relying on trusted Avaya on-premise solutions, the idea of transitioning to a fully cloud-based environment may be considered a low priority.
If moving to the cloud isn’t enough motivation, how about the impact of generative AI
support? That C1 Edge research also uncovered that 91% of organizations, that’s not a typo, are using or experimenting with generative AI in their contact centers.1 Gartner research estimates that about 48% of the contact center market globally will be generative AI support by 2028.
To remain competitive, organizations will need to ensure their contact center technologies can deliver an experience at a cost being driven by about 50% of interactions being automated.
There are cases where on-premises systems are still required to support specialized requirements or where organizations need to take a phased approach to modernization to avoid disruption to their operations.
That’s where C1 steps in—not just as a technology provider, but as a strategic partner. C1 helps organizations extend the life and value of their existing Avaya investments with advanced capabilities and ongoing support, while also offering a clear, low-risk path to cloud communications and contact center modernization that includes new technologies such as generative AI support. 
Let’s explore why organizations continue to trust C1 with their Avaya environments—to enable them to evolve at their contact center technologies, and the associated capabilities, at their own pace, without disruption.
Still Going Strong: The Role of On-Premise Avaya Systems in a Cloud-First World
Avaya’s platforms—like Aura for unified communications and Elite for contact center—are robust, battle-tested systems used by enterprises globally. They offer high availability, feature-rich capabilities, and deep integrations with enterprise workflows.
But like any system, they require modernization to meet the demands of:
- A hybrid and remote-first workforce
- Increasing security and compliance mandates
- Demanding customer expectations for omnichannel, always-on engagement and even more AI-based digital interaction
- Integration with cloud-native platforms and tools
Rapidly increasing requirements for real-time analytics and reporting.
With the largest Avaya installed base globally, C1 has the experience and expertise to help organizations optimize their Avaya investments while preparing for the future.
Lets walk through the two main steps for modernizing an Avaya on-premises system:
- Keep the current systems secure, supported and relevant
- Build a bridge to modern UC and CX
Step One: Keep The Current System Secure, Supported, and Relevant
Even as organizations plan for the cloud, their current Avaya systems still need to support the business in ways that deliver the required outcomes. C1 offers a suite of value-added services and technologies to ensure those Avaya systems remain protected, productive, and relevant.
Voice Traffic Filtering for Security and Control
Through advanced Voice Traffic Filtering, C1 helps organizations prevent toll fraud, block unauthorized traffic, and monitor for anomalies in call behavior. This critical layer of defense protects both customer data and internal resources.
- Block malicious calls in real-time
- Monitor traffic patterns for threats
- Maintain voice security policies across your environment
Continuous System Optimization
Proactive system health monitoring, patch management, and performance tuning keep Avaya platforms running smoothly and efficiently.
- Avoid outages and performance issues
- Ensure compliance with vendor updates and regulatory standards
- Extend hardware and software lifecycles
Customized Enhancements
From IVR customization to CRM integrations and contact center analytics, C1 helps tailor Avaya environments to meet increasingly dynamic technology environments and business requirements.
- Add functionality without disrupting operations
- Integrate with new tools and platforms
- Maintain a consistent user experience as capabilities are enhanced and expanded
Step Two: Build a Bridge to Modern UC and CX
In addition to being Avaya experts— C1 also provides digital transformation expertise. As a leading cloud and collaboration partner, we help organizations gradually adopt Avaya cloud support services alongside the existing Avaya core, enabling a hybrid approach to modernization.
️Avaya Hybrid Cloud Architectures: No-Risk Modernization
Many C1 customers are adopting hybrid strategies—keeping Avaya for call routing and core voice, while layering in Avaya cloud-based UCaaS and CCaaS tools from Microsoft Teams, RingCentral, Webex, Zoom, Genesys Cloud or NICE CXone.
We help clients:
- Migrate specific user groups to cloud collaboration tools
- Deploy cloud contact center by line of business with Avaya voice
- Transition messaging and meetings to modern platforms without touching core routing
This approach lets you modernize without disruption, preserving existing investments while gaining access to all of the benefits moving to the cloud, and maybe even generative AI, provide.
Vendor-Agnostic, Outcome-Focused
C1 is platform-neutral, and we’ve worked extensively with Avaya, Cisco, Microsoft, RingCentral, Zoom, Genesys, and NICE. That means you get the best-fit solution—one that’s tailored specifically for your business.
Our role is to help you evaluate, plan, and execute your roadmap based on:
- Your existing infrastructure
- Your business priorities
- Your desired pace of change
Blueprint from Advisory, connect the pieces with Professional, drive operational excellence with Managed.
C1 delivers a successful project every 44 minutes of every business day. Your success with C1 starts with Advisory Services that work with you to design the blueprint for the solution that is tailored for your business. Professional Services are available to provide the expertise that connects all the pieces and Managed Services support your organization to drive operational excellence.
✅ Avaya Expertise and Certification
C1 is one of Avaya’s top strategic partners, with decades of experience and expertise across all Avaya platforms. C1 Engineers have deep knowledge of Aura, Elite, CM, CMS, and more—both in traditional and SIP environments, to ensure a solution design that not only works today, but also provides a clear path for expansion and enhancement to support your business growth.
✅ Proven Methodology
Our structured engagement model includes:
- Current state assessment
- Security and risk evaluation
- Strategic roadmap development
- Design, deployment, and managed services
C1’s experience, expertise and proven methodology make every transition predictable and low-risk.
✅ Total Care for Total Confidence
C1’s Total Care Managed Services for Avaya extend the reach of your IT team, offering 24/7 monitoring, analytics, and support. Whether you stay on-prem or move to cloud, C1 ensures availability, quality, and peace of mind.
The Total Care Managed Services Solution
- Business process optimization
Business process support, best practice guidance, and continuous improvement. - CX assurance monitoring
Proactive monitoring of customer experience, features, and service levels across all channels. - Assigned resources
Customer Success Manager resource that continuously assesses your business needs and outcomes.
Technical Account Managers orchestrating C1 resources to execute your technology roadmap. - Flex services accounts
Augment your staff with the resources you need.
🏢 Global Financial Services Firm
C1 helped maintain and secure an aging Avaya Aura system while implementing RingCentral UCaaS for collaboration and NICE CXone for contact center. The client retained their investment while unlocking new cloud capabilities for their global workforce.
🏥 Healthcare Provider: Zero Downtime, Maximum Control
C1 deployed voice traffic filtering, patched critical vulnerabilities, and customized IVR workflows—all while developing a hybrid roadmap to Webex Calling and Genesys Cloud.
🏬 National Retail Chain
C1 supported 300+ locations with managed Avaya UC, while piloting Zoom Phone for remote teams and evaluating cloud CCaaS options—creating a modern roadmap built on current success.
The Bottom Line: Modernize Without the Risk
- Maintain and secure your on-prem Avaya investment
- Extend it with cloud-based enhancements
- Or migrate fully to UCaaS/CCaaS platforms at your pace
Ready to explore your options?
Let’s protect what works and build what’s next—together.
Footnotes:
- C1 Edge Research: Rise of Cloud and Generative AI in the Contact Center
- Gartner: Forecast Analysis: Contact Center, Worldwide May 22, 2024
