54 Articles Tagged Customer Engagement

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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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Verbio Brings Voice Biometrics to Avaya Breeze™

  • Jon Alperin
  • November 8, 2016 | 2 minutes to read
  • If you’ve been following the Avaya Connected Blog in recent weeks, hopefully you’ve read about the changes Avaya expects to see in Customer Engagement as…
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Avaya Oceana: Riding the Next Wave in Customer Experience

  • Laura Bassett
  • October 27, 2016 | 3 minutes to read
  • Earlier this month, the CFI Group, which issues the annual American Customer Satisfaction Index, issued the Contact Center Satisfaction Index (CCSI). Here are some of…
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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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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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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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Digital transformation: A mindset and a journey, not just technology

  • Laura Bassett
  • June 27, 2016 | 2 minutes to read
  • My sister-in-law recently took on a new role managing a team of 16 contact center agents. The other day, she said she doesn’t understand why…
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Service while you wait – eGain innovates to turn hold to gold

  • Jon Alperin
  • June 14, 2016 | 3 minutes to read
  • My first exposure to self-service IVR application development was back in the early 1990s. Over the years, I’ve participated in the evolution from simple menu-based…
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Brand-loyal to a fault: Brainwashing or persistently positive customer experience?

  • Laura Bassett
  • June 13, 2016 | 3 minutes to read
  • I was on a call the other day when my husband, a once avid runner looking to get started again, texted me a picture from…
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Experience is Everything

  • Gary E. Barnett
  • June 6, 2016 | 3 minutes to read
  • Today is an exciting day for Avaya. We are showing the world once again how Avaya is leading the communications experience in the digital world:…
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In the Digital Economy, the Human Touch Still Matters

  • Richard Spence
  • May 10, 2016 | 3 minutes to read
  • According to Gartner, by year-end 2018, a customer digital assistant will recognize individuals by face and voice across channels and partners. Gartner predicts that the…
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Digital Transformation Begins and Ends with the Customer

  • Laurent Philonenko
  • May 10, 2016 | 8 minutes to read
  • Being a consumer today can be frustrating. We are armed with uber powerful, smart devices that encourage multitasking from anywhere there is a connection. But…
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You Asked, We Responded: Avaya Launches Competitive Replacement Program for Aspect and Genesys Customers

  • Laura Bassett
  • April 6, 2016 | 2 minutes to read
  • Customer engagement is a competitive battleground. After all, customer expectations are always high, and technology always evolving. The Internet makes finding and switching to a…
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What the Big Game Taught Us about Customer Engagement

  • David Chavez
  • February 23, 2016 | 4 minutes to read
  • As the most-watched sporting event in the U.S. each year, the “Big Game” is the ultimate in fan engagement. In the heart of the Silicon…
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Customer Retention: The Quiet, Potent Driver of Customer Lifetime Value

  • Laura Bassett
  • January 14, 2016 | 3 minutes to read
  • Smart investors love compound interest--the longer they can hold onto an asset, the more valuable their portfolio becomes. The same is true in business: Smart…