62 Articles Tagged Customer Experience Management

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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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Diligent Benefits Tackles Insurance Industry Customer Experience with Avaya Cloud

  • Luke Stangel
  • March 16, 2016 | 2 minutes to read
  • Diligent Benefits represents a new breed of financial services provider, armed with innovative technology to deliver a superior experience to consumers researching and purchasing life…
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Toll-Free Text: Let Your Customers’ Thumbs do the Talking

  • Andrew Prokop
  • November 4, 2015 | 5 minutes to read
  • Technology is a lot like the music business. You can be on top of the charts one day and completely irrelevant the next. The public…
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Excellent Customer Service: It’s in our DNA

  • Carl Knerr
  • March 24, 2015 | 2 minutes to read
  • Here at Avaya, we’re very proud of the transformation that our Support organization has undertaken over the last few years. We love to show off…
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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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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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A WebRTC Security Primer

  • Andrew Prokop
  • July 15, 2014 | 3 minutes to read
  • There are a number of reoccurring themes in my blog articles and security is near the top of the playlist. If you’ve been a long…
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What Do Customers Expect From Their Financial Services Provider?

  • Luke Stangel
  • July 10, 2014 | 3 minutes to read
  • What do customers expect from their bank? This is a burning question--one that many banks and insurance companies feel they may have conquered, when in…
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Life is a Journey – Don't Let Lack of Coverage Create a Detour

  • Luke Stangel
  • June 11, 2014 | 2 minutes to read
  • Are you married? Homeowner? Business owner? No matter which category we fall in to, we have probably had an insurance policy at some point in…
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Are Your Agents Driving the Best Results for Your Contact Center?

  • Laura Bassett
  • June 5, 2014 | 3 minutes to read
  • Are your agents driving the best results for your contact center? An interesting question perhaps! But here’s a thought: Engaged agents equal happy customers, and…
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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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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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Your Business WILL NOT Survive to 2020 Unless You Take These 3 Steps

  • Laura Bassett
  • April 30, 2014 | 4 minutes to read
  • What!? My business won’t survive? Okay, maybe that is a bit extreme,  but have you taken a look at how much it really matters that…
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The 4 Things You Should Do (And the 4 You Should Avoid) When Delivering Omni-Channel Customer Support

  • Pat Patterson
  • April 21, 2014 | 4 minutes to read
  • In our last blog, we disclosed the 8 key questions that mid-market should ask when picking a services partner. Just as important these days is…
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Look In the Mirror: Do You See Your Customer?

  • Laura Bassett
  • April 7, 2014 | 2 minutes to read
  • In my recent travels, I was having dinner with a client and experienced an epiphany: Many businesses may be turning customers away and not even…