106 Articles Tagged Contact Center

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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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Every Week is Customer Service Week for this Credit Union

  • Sandra Thomson
  • October 4, 2016 | 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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E911’s Fatal Flaw is Lack of Location Data—How Avaya Breeze Can Solve

  • Markus Bornheim
  • September 28, 2016 | 6 minutes to read
  • The night of her husband's death, Alison Vroome did everything she knew to be right. She grabbed her phone, called 911 and told the operator…
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What is Happening in the Business Communications Space?

  • Mark Castleman
  • September 1, 2016 | 9 minutes to read
  • Over the past few weeks since joining Avaya, many people who know me—and others who don’t—have asked me two very specific questions: What is going…
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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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Kari’s Law Progress: Texas to implement new 911 Law

  • Mark J. Fletcher, ENP
  • August 10, 2016 | 2 minutes to read
  • 983 days. 983 days since a little girl lost her mother after a brutal stabbing, because the motel she was staying in required her to…
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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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At IAUG, the Experience was Everything

  • IAUG Guest Bloggers
  • June 23, 2016 | 3 minutes to read
  • Avaya invited Brenda Emerson, President of IAUG, to share her thoughts about this year’s conference: Brenda Emerson is president of the International Avaya User Group…
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Creating User-Defined Experiences—Why Avaya Oceana™ is a Big Deal

  • Laura Bassett
  • June 21, 2016 | 4 minutes to read
  • Don’t Miss the Webinar! Learn all about the Avaya Oceana™ Solution. Attend “Digitally Transforming the Customer Experience. Moving from What You Have to What Your…
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Avaya Named a Leader in Gartner’s Magic Quadrant for Contact Center Infrastructure

  • Gordon Blackie
  • June 2, 2016 | 1 minute to read
  • Avaya is honored to be recognized as a leader in Gartner's Magic Quadrant for Contact Center Infrastructure worldwide. Avaya has been the only vendor having…
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Increasing Security Assurance for the Internet of Things

  • Mark Hankel
  • May 9, 2016 | 2 minutes to read
  • There’s a growing spectrum of benefits and concerns organizations and individuals face as the Internet of Things (IoT) evolves. On one hand, the increasing connectivity…
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6 Curious Facts about NORAD’s Santa-Tracking Program

  • Laura Bassett
  • December 17, 2015 | 3 minutes to read
  • On Christmas Eve each year, hundreds of thousands of children around the world tune into their local TV news stations, search online and call a…