16 Articles Tagged analytics

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Leveraging Big Data to Fine Tune Customer Experiences

  • Laura Bassett
  • December 6, 2016 | 6 minutes to read
  • Whether you realize it or not, big data is at the heart of practically everything we do today. Billboard companies, for example, are now leveraging…
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Personalizing the CX Requires Blood, Sweat, Time and Passion

  • Morag Lucey
  • September 6, 2016 | 6 minutes to read
  • Research undeniably proves that personalization is key for delivering amazing customer experiences. (After all, companies can’t provide just one customer experience—rather, they need to provide…
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New Age, New Requirements, More Innovation: Three Ways to Keep Up (Part 3)

  • Jean Turgeon
  • August 31, 2016 | 4 minutes to read
  • The 2016 Rio Olympics may be over, but the excitement is still palpable. As I watched the performances from some of today’s most gifted athletes,…
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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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When Analytics Is the Answer Are You Asking the Right Questions?

  • Laurent Philonenko
  • May 24, 2016 | 8 minutes to read
  • Depending upon what you read, who you follow, the Business Intelligence and Analytics (BI&A) market is valued anywhere from $16.9 billion in 2016, to $41.5…
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Transitioning from Cold Calling to Relationship-Building through the Contact Center

  • Iman Ghorayeb
  • March 1, 2016 | 3 minutes to read
  • How often does it happen that you are in the office, maybe exchanging a joke with colleagues or trying to get your head around a…
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Is Big Data in the Financial Sector Just a Numbers Game?

  • Luke Stangel
  • August 6, 2014 | 1 minute to read
  • Banking has historically been a very data-oriented industry, but there has recently been a significant push toward implementing “big data” strategies to refine processes and…
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How Unified Communications Can Make Multitasking Work for You

  • Andrew Prokop
  • March 24, 2014 | 4 minutes to read
  • I sometimes feel as if interruptions define my work life. My days are an endless stream of emails, instant messages, SMS text messages, telephone calls,…
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Avaya IP Office Helps TLC's "Cake Boss" Grow his Business 14x

  • Luke Stangel
  • March 18, 2014 | 2 minutes to read
  • Carlo's Bakery is a century-old Hoboken, New Jersey shop. Owned by the Valastro family, Carlo's Bakery makes artistic confections like this: And this: And this: When the TLC's "Cake…
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Q&A: Carousel Industries on How to use Big Data in your Contact Center

  • Mark J. Fletcher, ENP
  • February 26, 2014 | 3 minutes to read
  • Nick Colintsis is Vice-President of engineering operations at Carousel Industries, one of Avaya's leading partners (and its 2013 Customer Experience Management partner of the year),…
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Big Data, Big Value, Big Leap Forward for Customer Experience

  • David Butler
  • February 18, 2014 | 3 minutes to read
  • In the 2002 neo-noir thriller Minority Report, technology has as big a role as the film's star, Tom Cruise. In one scene, as Cruise's character…
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Avaya CTO Brett Shockley: 100% Focused on Solving Today's Key Business Problems

  • Mark J. Fletcher, ENP
  • February 9, 2014 | 8 minutes to read
  • Brett Shockley is Senior Vice-President and Chief Technology Officer at Avaya. I spoke to Brett at the Avaya Evolutions San Francisco show last week. Below is…
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Social Government - Connecting with the Masses

  • Mark J. Fletcher, ENP
  • January 23, 2014 | 4 minutes to read
  • In the great words of Abraham Lincoln, our government is one that is “of the people, by the people, for the people”. In a two-minute…
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The Top 7 Communications Trends for 2014

  • Pat Patterson
  • December 17, 2013 | 4 minutes to read
  • Each year brings breakthroughs, evolutions and benchmarks in equipping organizations and individuals through technology. These new developments have implications for IT departments and the broader…
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Another Developer's Experience with Avaya Aura Collaboration Environment

  • Luke Stangel
  • June 5, 2013 | 3 minutes to read
  • Earlier this week, I wrote about leading communications software maker Esna Technologies and their positive experience porting their popular OfficeLinx application to Avaya using our…
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How Speech Analytics Helped These Three Contact Centers

  • Luke Stangel
  • March 21, 2013 | 3 minutes to read
  • WebRTC and cloud felt like the belles of the Enterprise Connect 2013 ball (read about Avaya's new Collaborative Cloud and involvement in WebRTC here). No…