The End Users' Lament: Give me something new, but don't change what I love

Change is almost never considered to be an easy thing.

Whether you are part of an IT organization, or one of our DevConnect technology partners, you will undoubtedly face the prospect of a major application redesign in the near future, as technology evolves from desktop applications to mobile clients, from server-based software to cloud- and PaaS-based architectures, or from thick-client UIs to browser-based experiences.

Witness Microsoft’s recent challenges with the introduction of Windows 8. The elimination of the Start button has produced a backlash of almost comical proportions from the current Windows user base. And I’m still trying to find where some of the more esoteric Powerpoint, Word and Excel functions that I occasionally use can be found since the introduction of the Ribbon UI design in 2007.

But changing application design doesn’t have to be painful for your users, according to the user experience experts at Macadamian.

Macadamian.pngJoin DevConnect on June 5th at 12 noon EDT for a special “First Wednesday” seminar, How to Overhaul a UI Design Without Upsetting Current Users, featuring Scott Plewes, VP of user experience design at Macadamian.

Scott, along with Francis Beaudet, a seasoned interaction designer, will give insight on how to approach a major design update in such a way as to avoid alienating your end users.

Learn how to uncover what users love, and what works. And understand key research techniques that bring data-driven analysis to user experience design, moving design conversations from the realm of emotional opinions to fact-based decision points.

As with all our First Wednesday seminars, there’s no cost for attending this free one-hour seminar. And if you can’t make the live session, you can always check out the replay materials at your convenience.

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A totally new way to approach customers—and a million reasons to do so

Last month, Laurent Philonenko wrote about some of the exciting work being done with the Avaya Breeze™ Platform, noting that many of our 2016 DevConnect Excellence Award winners were making the creation of Avaya Snap-ins a center point of their strategies.

There is perhaps no better proof point for this than the efforts of Engelbart Software GmbH, our 2016 DevConnect Partner of the Year.

DevConnect business development manager Bill Petty recently sat down with Dirk Engelbart, founder and owner of Engelbart Software, as part of our new DevConnect 8-and-Out podcast series, and talked about their experiences with Avaya Breeze. Avaya Breeze represents “a totally new way to approach customers,” according to Dirk.

In the interview, Dirk speaks directly to the opportunities his company is able to pursue through Avaya Breeze, with “millions of use cases” solvable at his fingertips through Avaya Breeze. His examples, including a manufacturing-related solution to enable warehouse workers to reach suppliers by mapping part numbers via SAP integration, clearly demonstrate the power of this platform.

But most impressive is his story of delivering a deal-winning proof-of-concept implementation in less than two days. This isn’t just a mockup, or some fancy slideware that shows what could be done, but rather a demonstrable, tangible example of how it is actually implemented.

We’ve been hearing this speed-to-market feedback from Avaya customers and partners alike, as we’ve been running bootcamps and training programs on Avaya Breeze and related tools like Avaya Engagement Designer. Avaya Breeze simply makes it easy and quick to create solutions that, using more traditional CTI methods, would have taken weeks to months to complete.

So grab a cup of coffee/soda/tea, and have a listen to what Dirk has to say about Avaya Breeze and why Engelbart has shifted all of their development focus towards leveraging Avaya Breeze.

Service while you wait – eGain innovates to turn hold to gold

My first exposure to self-service IVR application development was back in the early 1990s. Over the years, I’ve participated in the evolution from simple menu-based interfaces (“Press 1 for sales, 2 for service…”), to full-blown natural-language interactions driven by intelligent, automated back-end capabilities (“Open the pod bay doors, Hal…”).

It’s still not perfect, and I find myself having to opt out and wait for a human agent more often than I care to. In fact, a study by Marchex released earlier this year estimated that I and my fellow Americans will be on hold in 2016 for more than 900 million hours. That’s a lot of wasted time.

So what do I end up doing? Mostly checking Facebook, responding to emails, and playing solitaire on my phone. Seems like my smartphone isn’t being used very smartly, and it’s certainly not making me happy when I’m sitting on hold and waiting for an available agent.

Since the launch of the Avaya Breeze™ Platform, we have been advocating the value of the Breeze platform to solve problems. Give us a use case (problem) and with Breeze, an innovative, scalable, secure solution can be developed in days to weeks. On hold time appears to be a major use case in need of an innovative solution.

In January, Forrester reported that 73% of customers say that valuing their time is the most important thing that companies can do to provide them with good customer service. So why make them waste time on hold (even if they are keeping up with their Instagram and Pintrest feeds) instead of actually helping them during that transition time from self-service to agent-assisted?

This is why I think eGain Corporation, one of our 2016 DevConnect Innovation Award winners, is onto something really big.

By creating the eGain Knowledge Snap-in for Avaya Breeze, Avaya customers can improve the overall experience and satisfaction of their own customers by making relevant information quickly available in a self-directed manner. In other words, eGain has innovated on Avaya a solution to the on hold problem.

How? By recognizing that an IVR user is calling with a smartphone, the Breeze-based workflow will work with eGain’s cloud-based knowledge base whenever the caller is queued between an IVR interaction and a contact center agent, presenting relevant content to the caller’s smartphone via SMS, based on the context of the information already collected via the IVR interactions, and allowing the user to self-select additional materials that are more visual in nature (such as basic repair-and-troubleshooting instructions, documents, or even video clips).

As a result, users can more often find their own answers before the agent becomes available. At a minimum, the customer will likely be better informed when talking to the agent, creating the opportunity for a shorter call overall.

Smartphone users have lots of ways to keep themselves busy while on hold. And while there is a certain enjoyable aspect to completing another level in whatever newest game you’ve loaded, nothing beats actually being productive when you have an issue you’re trying to solve. eGain’s Knowledge Snap-in and Avaya Breeze don’t just let end users mine for virtual coins in their spare time, they actually help turn those on-hold moments to gold for everyone.

2016 DevConnect Award Winners Choose to Innovate on Avaya

Platform innovation allows companies to disrupt the status quo for their business, their industry. Amazon, Zappos, Google, Uber are just a few of the success stories that embrace platform innovation and launched massive disruptions. I add to that list Avaya. Why? Like these companies, we too identified a problem and created a platform that solves it. The problem that we identified is that in this mobile-centric, 24X7-access-to-everything, gadget-crazy digital world, there is a huge problem for companies to be able to communications enable any customer experience now, not seven months from now. The platform we created for business communications innovation is Avaya Breeze™. And unlike our competitors, we are embracing the fact that an open, scalable platform with an OpEX business model option that our partners and customers can access on their own—without us—is good for business and the industry. Breeze is a business and industry disrupter not only for Avaya but also for the customers and partners who are innovating on it and transforming their own businesses and industries.

Avaya Breeze is an open framework that brings the necessary attributes for communication in the digital age: embedded, mobile, fast, low risk, and workflow enabled—a key requirement to automate previously manual processes to improve digital experiences. It is the second most visited content topic on The number of innovations developed on Breeze since its launch in March 2016 has been amazing, especially for an industry that has traditionally been focused on not empowering customers and partners to do things on their own. Customers and partners tell us they have developed hundreds of business communications applications and have hundreds more in development. One of the Avaya DevConnect partners said earlier this year that innovation on Breeze is a breeze. Many others agree. In fact, the DevConnect partners are consistently demonstrating the success of innovating on Avaya via the Breeze platform.

At Avaya, we believe that communications enabling almost anything is now possible through innovation on Breeze. Why not? If a company has a need or a use case, there is a solution and it can be readily available in days to weeks, just ask some of our DevConnect partners like Engelbart Software GmbH.

DevConnect’s 2016 Technology Partner of the Year, Engelbart demonstrated the best overall commitment to Avaya and their DevConnect partnership based on specific characteristics of excellence. The company developed leading-edge esuits2 ECI Server Snap-in for Breeze. This unique snap-in captures calling number information (CLID/ANI) and presents additional caller identification detail to called parties, enabling Avaya customers to enhance productivity and increase customer satisfaction. Engelbart has three solutions listed in the Avaya Snapp Store—Conferencing Whitelisting, esuites2 Enhanced Caller ID (ECI), and NG1-1-2/NG9-1-1 Location Extractor. The company has dozens more concepts under development.

Another example is Beta 80 Group, recently named DevConnect’s 2016 New Partner of the Year for demonstrating innovation and exemplary proactive partnering with Avaya. With a focus on delivering added value for Avaya 911 and second level public safety customers, Beta 80 Group’s innovative e911 (PSAP) solution integrates with Avaya Aura® to provide computer aided dispatch, radio integration, and reporting services for 911 organizations as well as emergency medical services, fire departments, and private medical services.

Three more examples are offered by DevConnect’s 2016 Innovation Award winners who were chosen for their ability to develop an innovative solution that addressed a unique solution in the market.

  • The eGain Knowledge Snap-in for Avaya Breeze from eGain Corporation guides callers to accurate answers online through self-service. Through the Snap-in, eGain enables Avaya customers to improve the overall experience and satisfaction of their own customers by making relevant information quickly available in a self-directed manner.

  • The Moxtra Snap-in for Avaya Breeze from Moxtra, provides rich, persistent chat and document sharing. This innovative Snap-in enables Avaya customers to create real-time continuity and collaboration between callers and contact center agents, increasing productivity and improving customer satisfaction. This Snap-in includes Moxtra’s Dynamic Task Type for Avaya Engagement Designer.

  • With ScoreData Corporation, Avaya customers can greatly benefit from the predictive behavioral analytics characteristics of the ScoreFast™ platform, which is capable of building complex statistical models to deliver custom solutions for specific business problems in near real-time.

On-demand applications such as those created by our award winners are about simplification, urgent need, and improved user experience. Innovating on Avaya is enabling these companies and many more to change their business for today’s digital experiences. Along the way if they also happen to disrupt the industries that they are doing business in, that is the power of innovating on Avaya.