Articles in Services

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Achieving Secure, Mission-Critical Technical Support is a Two-Way Street

  • Mike Runda
  • February 13, 2017 | Estimated reading time: 3 minutes to read
  • Recently, an Avaya customer—a major global financial institution—encountered a pretty disruptive network issue. Avaya support technicians encountered roadblocks in resolving the issue, and the customer's…
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New Avaya Healthcheck Tool: It Just Got Easier to Keep Your Communications Network Operating at Peak Performance

  • Sandra Thomson
  • February 3, 2017 | Estimated reading time: 2 minutes to read
  • While the Patriots and the Falcons battle at the Super Bowl February 5, many of us will be trying to keep our New Year’s resolutions…
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Avaya Predictions for 2017 Services Trends: Top Focus is on Smart Customer-Centric Engagement

  • Sandra Thomson
  • January 12, 2017 | Estimated reading time: 3 minutes to read
  • Recently, we asked six Avaya services experts to help us reflect on the past year and to peer ahead into 2017. Our panel: Richard English,…
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Quiz: Do You Know How to Choose the Right Support Services Provider?

  • Sandra Thomson
  • December 5, 2016 | Estimated reading time: 4 minutes to read
  • All too often, we find that IT executives who are facing budget cuts buy unauthorized support services for their Avaya solutions. Doing so puts IT…
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Four Factors Help a Major Railway’s IT Team Stay on Track

  • Sandra Thomson
  • November 9, 2016 | Estimated reading time: 4 minutes to read
  • For IT managers in one of the United States’ major railroads—an industry that has grown to $68 billion in annual revenue—keeping up with the latest…
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Every Week is Customer Service Week for this Credit Union

  • Sandra Thomson
  • October 4, 2016 | Estimated reading time: 3 minutes to read
  • It’s not easy for credit unions to compete these days. Many need to win against neighboring big banks, with nearby branches, billions in operating expenses,…
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Maximizing value from your support services investment

  • Mike Runda
  • August 30, 2016 | Estimated reading time: 4 minutes to read
  • Commitment to 5 core practices will lead to peace of mind and growth. In the world of support services we are always striving to reach…
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Six Questions to Help Non-Profit IT Managers Pick the Right Partner

  • Sandra Thomson
  • August 24, 2016 | Estimated reading time: 3 minutes to read
  • Every organization knows the importance of stretching each dollar. That’s especially true of a non-profit trying to keep operating costs at a minimum. They must…
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Be Ready! Protect Against Network Outages During Hurricane Season

  • Sandra Thomson
  • August 4, 2016 | Estimated reading time: 4 minutes to read
  • Keeping communication systems running at peak performance often includes a great partner with a deep bench of experts with experience in many complex situations. Particularly…
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6 Ways to Increase Your Support Confidence

  • Pat Patterson
  • May 11, 2016 | Estimated reading time: 3 minutes to read
  • Are you confident enough in your support partner that you can focus on advancing your solutions instead of just maintaining them? A UK trader was…
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3 Standard Ways to Proactively Manage Peak Performance

  • Pat Patterson
  • March 28, 2016 | Estimated reading time: 3 minutes to read
  • A brief snapshot of the current state of technology in 2016: 3.5 billion people are online and collectively their traffic is measured in zettabytes. 3.4…
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The Importance of Keeping Accurate Avaya Support Records

  • Carl Knerr
  • March 15, 2016 | Estimated reading time: 4 minutes to read
  • One of the most common stumbling blocks I encounter when working with customers is around their Avaya records. These records show Avaya Support not only…
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Interview: What is Knowledge-Centered Support, and Why Is It the Future?

  • Carl Knerr
  • March 1, 2016 | Estimated reading time: 8 minutes to read
  • While Avaya is well known as the #1 contact center vendor for 15 years, what is less known is the best-in-class contact center that Avaya…
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Avaya Refreshes Channel Partner Program with New Incentives

  • Luke Stangel
  • February 29, 2016 | Estimated reading time: 2 minutes to read
  • This past week, Avaya announced a series of changes to its channel partner program designed to incentivize activities around five quickly-growing market opportunities—midmarket, the contact…
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8 Questions to Help Decide if You are Getting the Most From Your Cloud

  • Pat Patterson
  • February 22, 2016 | Estimated reading time: 5 minutes to read
  • Concerns around security and accountability remain top of mind (and top-of-budget) for today’s IT managers. Such concerns are the natural progression of a trend that…