Articles in Customer Engagement

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Finally… A Contact Center for the Digital Era

  • Gary E. Barnett
  • October 11, 2016 | 4 minutes to read
  • Imagine interacting with a company—any company—via your preferred method whenever you want, whether making a phone call, using online chat, sending an SMS, or messaging…
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3 Predictions about The Future of Customer Experience

  • Laura Bassett
  • October 10, 2016 | 4 minutes to read
  • Sometimes I know what the fictional Rip Van Winkle must have felt like when he woke up from his 20-year slumber. It seems like only…
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Transform the Customer Experience with an Intelligent Contact Center

  • Richard Spence
  • October 7, 2016 | 3 minutes to read
  • The evolving demands of digital-savvy customers have a deep impact on the contact center. In today’s highly connected society, customers are relying on other people…
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Celebrating a History of Personal Service

  • Guest Contributors
  • October 4, 2016 | 3 minutes to read
  • Cord Himelstein, Head of Marketing for Michael C. Fina Recognition, has helped the company become a leading provider of employee recognition and incentive programs. Since…
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Artificial Intelligence in 2017: the Next Step for Enterprises?

  • Ronald Rubens
  • September 30, 2016 | 2 minutes to read
  • Next week is IP Expo, one of the UK’s main business technology events. One of the key themes of the show is Artificial Intelligence, something…
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Preparing for the eCall Directive in the UK

  • Adrian Brookes
  • September 23, 2016 | 3 minutes to read
  • We have all seen many TV shows where the emergency services have pinpoint accuracy for your location, yet why it is that when you have…
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User-Defined Engagement is in Avaya’s DNA

  • Gary E. Barnett
  • September 22, 2016 | 3 minutes to read
  • User-defined engagement is our new mantra at Avaya. We dream it, innovate for it, develop it, live it. It is in our DNA. With more…
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Avaya assists emergency services with eCall deployment

  • Steve Rafferty
  • September 9, 2016 | 3 minutes to read
  • Avaya has a long history in public safety and heritage in this area having worked with local governments and public safety agencies since the 1990s—including…
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Sabio uses Avaya Scopia Video Conferencing to Communicate Major Investment

  • Steve Rafferty
  • August 26, 2016 | 3 minutes to read
  • 2016 is shaping up to be quite a year for the tech sector in the UK, with the UK digital economy growing 32% faster than…
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How Workforce Optimization Tools Positively Impact Your Business, Clients, and Bottom Line

  • Jeff Kerslake
  • August 24, 2016 | 3 minutes to read
  • Founded in 1962, Common has been delivering best-in-class accounts receivable management programs throughout Canada for decades. With an unwavering commitment to excellence, Common’s leadership team…
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New Age, New Requirements, More Innovation: 3 Ways to Keep Up (Part 1)

  • Jean Turgeon
  • August 17, 2016 | 4 minutes to read
  • When we talk about what has changed within the last 25 years in technology, communications and business, it feels only possible to scratch the surface.…
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It’s a smart digital world. Let’s build it together.

  • Jean Turgeon
  • August 8, 2016 | 2 minutes to read
  • Technology advances are changing our world dramatically … at lightning speed. Today, we live in a world of endless possibilities, one where connections are made…
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What’s Next? Artificial Intelligence (AI) for Customer Experience

  • Laurent Philonenko
  • July 22, 2016 | 4 minutes to read
  • Last month Google hosted its annual Google I/O conference and their new CEO Sundar Pichai delighted an audience of tech enthusiasts when he said, “We…
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Leveraging Contact Center Technology to Help America’s Soldiers While Improving Performance and Saving Money

  • Susan Keys
  • July 22, 2016 | 2 minutes to read
  • To help government agencies improve the constituent experience while saving millions of dollars each year, our Avaya Government Solutions team is constantly conducting enterprise business…
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How to Transform the Customer Experience with Chatbots

  • Savio Tovar Dias
  • July 14, 2016 | 3 minutes to read
  • 2016 is shaping up to be the year of the Chatbot. From Jarvis, Mark Zuckerberg’s Iron Man-inspired assistant, to Microsoft’s rather unfortunate Tay experience, chatbots have…