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What we found as consultants in the last 5 years that organizations are taking 911 and E911 much more seriously and looking at it much more closely. The reason being is because of the pending legislation. So the client, and we as consultants, have to be much more cognizant to E911. We have to understand not only the technology behind it but how is it going to work within any specific organization, and how is the call is going to be conveyed to not only public first responders but internal security....more
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Avaya Tech Talk host Guy Clinch continues a series of conversations about IAUG CONVERGE2013 that is taking place at the Gaylord Palms Resort & Convention Center in Orlando June 3-7, 2013. Guy interviews Tore Christensen, Corporate Consulting Engineer at Avaya specializing in Speech and Self Service about a number of the sessions Tore will be hosting during the upcoming IAUG CONVERGE2013. ...more
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Driving home late last night, I came across this little stroke of genius from the comedy crew at the Irrelevant Show on the CBC......more
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By Guy Clinch | 22 May 2013
Coming Soon @IAUG #Converge2013: Avaya Labs Review of Consumer Technology Trends 2013
APN Podcast host Guy Clinch interviews Dr Valentine C Matula Senior Director Multimedia Research at Avaya. They have a conversation about the talk Dr Matula will deliver during the upcoming IAUG CONVERGE2013 that is taking place at the Gaylord Palms Resort & Convention Center in Orlando June 3-7, 2013. ...more
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Services | By Pat Patterson | 21 May 2013
An Insider's Guide to Avaya's Customer Service Transformation - People, Processes, and Technology
In a previous blog Gail Kibbe touched on the evolution of the Avaya Support Website (ASW), which has been key to improving Avaya customer support. If you are responsible for Customer Support at your company the following may hold some ideas on how to improve the quality of your customer support as well as employee engagement. In 2012, Avaya Client Services (ACS) embarked on a new management strategy to transform the culture of customer (or as we call them clients) care. It worked! In just one year, we saw the following phenomenal results from our efforts....more
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By Jon Alperin | 21 May 2013
The End Users' Lament: Give me something new, but don't change what I love
End users have a love/hate relationship with software applications. On one hand, software never seems to do exactly what we want it to do. And on the other, any attempt to change an applications user experience once we've managed to master it's intricacies and quirks is met with almost universal annoyance. According to the user experience experts at Macadamian, however, there is a better way to approach an overhaul of an application that won't completely alienate the current user base. Whether you are an IT or commercial software developer, I invite you to join DevConnect for a special, no-cost "First Wednesday" seminar with Macadamian on 5 June at 12 noon EDT, where we'll explore How to Overhaul a UI Design Without Upsetting Current Users....more
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A recent blog post by John Cassidy in the New Yorker posed an interesting question - "What happened to the internet Productivity Miracle?". The author......more
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Sending live tweets from the York Regional Police, Ontario, Canada based helicopter crew provides a "virtual ride along" that would be almost impossible to re-create without the involvement of a camera crew, and the postproduction editing. All of that equals time spent producing, and not delivering content. ...more
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