How much for Implementation Services in US?

[bankingguy]

Hi guys,

I have a CMS R16 (located in New York) that needs to be upgraded to R18. Normally in US how much will it cost for professional services doing CMS with less than 50 agents. My vendor is quoting me 24K USD for professional services alone. I need to know if this is normal because its way too much. I’m only talking about professional services alone of a vendor and NOT even engaging Avaya APS.

 

[DAVIDPAYNE]

It would all depend on the SOW. The number of agents is not normal the deciding factor.I don't have the cost, but we just went through that process in Oct. And at 24K for the total number of hours of work, Out of Hours work for the upgrade, sounds close. Are you replacing hardware, spinning it up on a VM, etc. will all affect the cost. CMS has never been a cheep product.

 

[bankingguy]

Thank you David. I believe our data is not that large compare to other contact centers. Im just amazed how can they quote. Yes, I'm going to replace the hardware.

 

[jimbojimbo]

There are several parts to a CMS upgrade quote. First of all, until recently you had no choice but to engage Avaya if for no other reason then to initially license the box. Then there is the data migration (running backups, getting the file copied over, and imported) and changes to the switch link versions. Lastly there is the whole question of APS which could cover anything including ECH, ODBC, RTA/Historical, Custom Report Validation (should be any issues between 16 and 18), network printers, etc. Same number of agents for two different customers can vary dramatically.

One thing often overlooked is backups. When migrating to VMware the backup to tape or USB stick is no longer an option. You need an alternative backup solution (typically an *nix NFS server).

 

[pmcginty]

Just to give you a reference point the bare minimum avaya allows for professional services is stand up the server, put a ip on it, create backups, and copy the licenses costs about 12k.