Enterprise telephony
The company’s extensions, numbers, and internal flows, working and documented.
Telephony and contact center
Avaya telephony and contact center, operated by Lynxsource
When your telephony is critical, changing it cannot mean switching it off. We operate Avaya — enterprise telephony and contact center — to sustain what already works and let it evolve without interrupting the service, whether on your premises or towards the cloud.
We do not start from a clean slate. We keep your operation running, integrate it with the rest of your communications, and take it where your business needs to go, at your pace. You get continuity, with one party responsible.
- Operating since
- 2009
- Certification
- ISO 27001:2022
- Model
- MSSP
- Presence
- 5 countries
The definition
What does it mean to run Avaya as a managed service?
It means Lynxsource sustains, integrates, and evolves your Avaya telephony and contact center for you, without interrupting the service, instead of leaving you the platform for your team to administer.
A phone system that has run for years is one of the quietest things you own and one of the most missed when it stops. Nobody looks at it while the calls keep coming; the problem shows up when it has to be touched — adding a site, changing a call flow, connecting to a new platform — and whoever built it is no longer around.
A managed service takes on that part. We keep the operation running, document what is there, resolve the day-to-day changes, and plan the evolution. The platform stays yours and so does your investment; what changes is that somebody is answerable for the phone still ringing.
The scope
What do we operate in Avaya?
Enterprise telephony, the contact center, integration with the rest of your communications, and the platform’s evolution, with in-house support behind it.
These are not four separate services but one operation with two faces: the one that sustains what is already there and the one that takes it where it needs to go. Sustaining without evolving leaves a platform that ages; evolving without sustaining cuts the service off halfway. What you are buying is that neither happens.
Contact center
Customer service on the same platform: queues, routing, and the changes the operation asks for.
Integration
Coexistence with the rest of your communications, so telephony does not end up on an island.
Evolution
The path to where the business needs to go — the cloud included — in phases and without switching off what works.
The decision
Why managed rather than maintaining it in-house?
Because the knowledge of a telephony platform usually sits with one or two people, and when that knowledge leaves, what remains is a critical system nobody dares to touch.
Telephony has an awkward quality: it works so well for so long that it stops having an owner. Changes get further apart, the documentation ages, whoever configured it moved on, and one day a site has to open and nobody is quite sure what breaks if it is touched.
As a managed service that knowledge stops depending on one person. We map it, document it, and maintain it, and we answer for the changes and for continuity under a service agreement. Your team stops being the only one who knows, which is exactly the risk not worth running on a critical system.
The operation
How do we run your Avaya platform?
By keeping the service running, integrating it with the rest of your communications, and migrating in phases, without cutting, towards where your business needs to go.
The first thing is to sustain. We map what is there, document it, and take on daily operation: adds and removes, flow changes, incidents. That base is what makes the rest possible, because you cannot plan an evolution on a platform nobody has finished understanding.
Evolution comes afterwards and comes in phases. We decide what is worth moving, in which order, and with what coexistence — often hybrid, part on your premises and part in the cloud — and each phase happens without cutting the service. When something fails our own team answers, not a generic queue.
The coverage
Which countries does Lynxsource operate in?
With in-house teams in Ecuador, Colombia, and Bolivia, and also in the United States and Canada.
In-house means the analysts, the automation, and the operations center belong to Lynxsource. In a reseller model your provider opens a ticket with another provider and passes the answer along when it arrives; here whoever answers is whoever decides.
The service is the same in all five countries, with the same SOC behind it and the same triage and response figures. What changes is who you have nearby, not the quality of the monitoring.
Questions about this service
Frequently asked questions
Do I have to migrate everything at once?
No. It migrates in phases and at the pace your operation can take; whatever has not moved keeps working meanwhile. A full cutover is not a migration, it is an outage.
Can I move to the cloud gradually?
Yes, and it is usually the sensible route: part on your premises and part in the cloud coexisting for as long as needed, moving the lowest-risk pieces first.
Does it integrate with Teams or other platforms?
Yes. Telephony does not have to sit on an island: it connects to the collaboration platforms your people already use, so calling and meeting are not two separate worlds.
Do you preserve my current investment?
Yes. The starting point is what you already have running, not its replacement. What genuinely warrants replacing gets replaced, when it warrants it and not before.
Who runs the day to day?
Our team, with our own people in five countries: adds and removes, flow changes, and incidents. There is no third party to pass the ticket to.
How do you ensure continuity during the migration?
With bounded phases, coexistence between old and new for as long as it lasts, and a way back planned for each phase. Nothing is switched off until its replacement is working.
The result
What changes when Avaya is properly operated?
Things change that you notice in the operation: the service does not go down, the evolution happens without surprises, and there is somebody to call when something happens.
Continuity
What works keeps working.
Evolution at your pace
Towards the cloud without cutting.
One party responsible
Operation, integration, and support, from Lynxsource.
Let us look at your case before moving anything.
We review what you have running today, what depends on a single person, and where it makes sense to evolve. Free and with no commitment.
Request a free assessment
We respond within one business day. Ecuador, Colombia, Bolivia, the United States, and Canada.