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A couple months ago, I found myself around the family kitchen table attempting to explain to my wife why I was considering leaving my current role at Avaya for another. Between requests and “stories” from our three young children, I explained that I was considering joining the leadership team of our support organization as a […]
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It’s that time of year, again. The Avaya Technology Forum (ATF) is once more upon us. Despite the added workload and dizzying deadlines, it really is my favorite time of year at work. It’s like the Avaya version of Spring. As seasons go, Spring stands out as a New & Improved version. The grass is […]
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By Mark J. Fletcher, ENP | 28 Jan 2015
SIP-Based Communication Technologies Help Meet School Safety Requirements
Click here to listen to the podcast. It has become increasingly critical for schools to implement systems that ensure staff and students know how to respond during an emergency situation. At the heart of all emergency plans is the need for reliable and easy-to-use communications: Students and staff need the right communications technology in place […]
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The New Year brings new opportunities to look back, and–more importantly–look forward. In 2015, many IT managers will resolve to keep their systems up and running 24/7 without fail. And no wonder: An average service outage can result in $385,000 in related revenue loss. The costs are significant, but the five causes of communications outages […]
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Customer Engagement | By Kenneth Leung | 27 Jan 2015
The New Era of Engagement – A Day in Life of an Online Shopper
At the recent Avaya Engages Silicon Valley event, Avaya announced a number of initiatives, including our new engagement strategy, and technologies such as Avaya Engagement Development Platform and Avaya Agent for Chrome. I would like to share with you the story line for one of the demonstrations featured during the event, the Day in the […]
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This post continues my recap of a three-part podcast series on self-service design featuring Judith Halperin, principal consultant in speech engineering at Avaya. My first post conveyed Judith’s observations on some key aspects of designing a user-centric and user-friendly self-service experience. This installment, which covers the next podcast in the series, explores design practices for […]
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Have IT managers lost their minds? Or are they only using half their brains? And if so, which side are they using now? Which side might they use more of in 2015 and beyond? The answer may surprise you. In what some might call the tale of two brains, IT managers are increasingly moving from […]
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By Laura Bassett | 06 Jan 2015
Start the New Year Right with Can’t-Miss Expert Advice on Self-Service Design
Achieving a strong ROI on your self-service systems–such as Interactive Voice Response and enterprise voice portals–depends on having customers use them. Whether that happens is due in large part to the effectiveness of self-service design. To dig in a little further, we decided to speak with our experts and are sharing the results. Effective design […]
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There’s a problem plaguing the American workforce, and that problem is employee engagement. New York Times and Wall Street Journal bestselling author Daniel Pink addressed a captivated crowd at Dec. 10’s Avaya Engages Silicon Valley on the epidemic sweeping the American workforce: disengagement. The state of the American workplace is bleak at best. A Gallup […]
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Customers may wish to interact with the contact center through their mobile devices. Hence, as noted in a previous blog, (See Mobility: It’s More Than Just Apps!) customer engagement solutions need to be considered as part of the overall mobility strategy. The objective of the mobile-focused customer engagement solution is to help people get service […]
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