24 Articles Tagged Contact Centers

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We’re Doubling Down on the Cloud-Based Contact Center with Google

  • Luke Stangel
  • March 17, 2015 | 3 minutes to read
  • Nearly every business, no matter its size, has some mechanism in place to engage with their customers. For the world’s smallest companies, that’s usually a…
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Spring into the Avaya Technology Forum

  • Randy Cross
  • January 29, 2015 | 3 minutes to read
  • It’s that time of year, again. The Avaya Technology Forum (ATF) is once more upon us.  Despite the added workload and dizzying deadlines, it really…
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Avaya Helps Track Santa This Christmas Eve, and Brings Military Families Together

  • Luke Stangel
  • December 15, 2014 | 2 minutes to read
  • Engagement is in our DNA. It’s in the way our teams communicate and collaborate. It’s in our vision for how customers and businesses will interact.…
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Avaya + Google: The Who, How, and What of an Exciting Alliance

  • Laura Bassett
  • December 11, 2014 | 2 minutes to read
  • Yep, that’s right, two of the best, bringing you the best. Here's the scoop on who, how and what: Who. You may not have heard…
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Agents Anywhere: Avaya and Google Collaboration Brings New Flexibility to the Contact Center

  • Val Matula
  • December 10, 2014 | 4 minutes to read
  • Every day, hundreds of thousands of customer service agents get in their cars and drive to one of the estimated 66,000 contact centers in America.…
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10 Questions to Help You Identify the Ideal Private Cloud

  • Pat Patterson
  • September 3, 2014 | 4 minutes to read
  • Companies with contact centers are migrating to the cloud at an even faster pace than we previously noted in June. Many others are moving from…
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Why 9-1-1 may NEVER work

  • Mark J. Fletcher, ENP
  • July 31, 2014 | 5 minutes to read
  • After a brief hiatus spanning the past few weeks, I have had some time to reflect on the existing problems with emergency calling, and refocus…
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Omnichannel Customer Service: Function or Fad?

  • Laura Bassett
  • July 28, 2014 | 5 minutes to read
  • The market has a new buzzword. A day doesn’t go by that I don’t see a webcast or event invitation that includes the term omnichannel.…
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[Case Study] How Landmark Bank Uses Avaya to Provide Personalized Customer Experiences

  • Luke Stangel
  • July 21, 2014 | 2 minutes to read
  • Imagine your local teller--let’s call her Sandy--at your commercial bank of choice. Sandy knows who you are, greets you by name and provides a high…
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The Top 7 Communication Trends of 2014 (Mid-Year Scorecard)

  • Pat Patterson
  • July 9, 2014 | 4 minutes to read
  • The Summer Solstice has come and gone. We have reached the second half of 2014. Now makes for a particularly good time to take a…
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Don’t Have a Pen? Don’t Worry, With Webtext and Avaya Aura®

  • Guy Clinch
  • June 4, 2014 | 3 minutes to read
  • In my recent post, Stop Wasting Your Time on Hold and Use Webtext with Avaya Aura, I showed how Webtext Call Directed to Text™ allows…
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9-1-1 Apps: The Good, The Bad and The Ugly

  • Mark J. Fletcher, ENP
  • May 28, 2014 | 14 minutes to read
  • Fletch: We’re sitting down with Todd Piett, who is the Chief Product Officer at Rave Mobile Safety, and he also sits on the Board of…
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Why It Only Takes One Bad Brand Interaction to Scare Off 90 Percent of Customers

  • Luke Stangel
  • May 22, 2014 | 3 minutes to read
  • How do you provide great e-commerce service? There is no simple answer, and the proposition becomes more complex with each passing year. Because trends in…
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Shining a Global Spotlight on Customer Experience in the Insurance Industry

  • Luke Stangel
  • May 16, 2014 | 1 minute to read
  • Today’s insurance customers are very technology savvy and their expectations regarding access to information and customer service continues to grow. The days of calling your…
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Equipping Reps for Call Resolution

  • Luke Stangel
  • April 23, 2014 | 3 minutes to read
  • Social media support and self-service options are on the rise, but companies shouldn't unplug their phone systems just yet. Today's consumers expect an exceptional user…
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Enterprise Connect 2014: Val Matula on How Video Will Change Contact Centers Forever

  • Luke Stangel
  • March 19, 2014 | 9 minutes to read
  • WebRTC is new, hot, and not terribly well-understood by many. Thankfully, Val Matula, Avaya’s Senior Director of Multimedia Technologies, knows the ins-and-outs, where it came…