13 Articles Tagged ivr

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How to Make Your Self-Service Experience More Customer-Friendly

  • Laura Bassett
  • March 9, 2015 | 3 minutes to read
  • This post concludes my recap of a three-part podcast series on self-service design with Judi Halperin, principal consultant in speech engineering at Avaya. In two…
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Self-Service Customer Engagement: To Automate or Not?

  • Laura Bassett
  • January 27, 2015 | 3 minutes to read
  • This post continues my recap of a three-part podcast series on self-service design featuring Judith Halperin, principal consultant in speech engineering at Avaya. My first…
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Start the New Year Right with Can't-Miss Expert Advice on Self-Service Design

  • Laura Bassett
  • January 6, 2015 | 3 minutes to read
  • Achieving a strong ROI on your self-service systems--such as Interactive Voice Response and enterprise voice portals--depends on having customers use them. Whether that happens is…
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Know Your Customers: Customer-Centric vs System-Driven

  • Luke Stangel
  • April 24, 2014 | 4 minutes to read
  • The success of a business is measured by its bottom-line profitability and the number of satisfied customers. Although these two factors seem contradictory at first…
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The High Cost of Customer Inconvenience: Gradual (Then Sudden) Failure

  • Laura Bassett
  • March 10, 2014 | 2 minutes to read
  • Seth Godin might not be a household name for most people, but in the marketing world, he's widely-known through his books, speaking engagements and blog.…
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The Doctor Will Text You Now

  • Sanjeev Gupta
  • March 6, 2014 | 2 minutes to read
  • I recently missed a call in the middle of a busy day from my physician’s office, which had called to tell me that my son’s…
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Avaya TechTalk 052: Interactive Northwest, Inc.

  • Guy Clinch
  • July 25, 2013 | 4 minutes to read
  • Now Playing: Avaya TechTalk 052: Interactive Northwest, Inc. Listen and learn how government and other organizations can obtain the many values available from automated self-service,…
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Old School Communication Methods Still Rule! (Sometimes)

  • Luke Stangel
  • July 2, 2013 | 3 minutes to read
  • I'm not talking about Morse code, smoke signals, semaphore flags or even Aldis Lamps (look it up). These were already extinct by the time I was…
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Q&A: The Value of Avaya Consulting in an ROI Age

  • Luke Stangel
  • June 25, 2013 | 5 minutes to read
  • Ajay Kapoor is the Vice President of Professional Services Consulting, Strategy, and Offer Development for Avaya (as well as an Avaya Connected blogger). Avaya today…
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Coming Soon @IAUG #Converge2013: Avaya Labs Review of Consumer Technology Trends 2013

  • Guy Clinch
  • May 22, 2013 | 2 minutes to read
  • Avaya Tech Talk 011: A Conversation with Dr Valentine C Matula of Avaya Labs. Listen now! Download your copy: Synopsis: During this edition of my…
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Avaya TechTalk 010: Next Generation 9-1-1 Now!

  • Guy Clinch
  • May 3, 2013 | 6 minutes to read
  • By Guy Clinch Now Playing: Avaya TechTalk 010: Next Generation 9-1-1 Now! How organizations and Government can obtain many of the values of NG9-1-1 today…
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How are CIOs Boosting the ROI of Collaboration?

  • Luke Stangel
  • April 9, 2013 | 4 minutes to read
  • In the old days, you had a phone on your desk at work. It was a necessity but purely a cost. Nowadays, communications comes in…
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Nine Hurdles That Call Centers Place In Front Of Their Customers

  • Luke Stangel
  • March 12, 2013 | 10 minutes to read
  • Note: This piece is adapted from a podcast by UK psychologist, Donna Dawson, that appeared in a magazine published by communications solution provider and Avaya…