20 Articles Tagged omnichannel

Avaya Article Thumbnail

Make or Break: The Customer Experience Imperative for Midsize Businesses

  • Karen Hardy
  • December 1, 2016 | 5 minutes to read
  • According to the Wall Street Journal, 2016 Thanksgiving and Black Friday sales have already accounted for more than $3 Billion in “desktop spending”—aka, e-commerce. While…
Avaya Article Thumbnail

Time to evolve a Siri-like CHATBOT

  • Savio Tovar Dias
  • May 18, 2016 | 3 minutes to read
  • 2016 is shaping up to be the year of the Chatbot. From Jarvis, Mark Zuckerberg’s Iron Man-inspired assistant, to Microsoft’s rather unfortunate Tay experience, chatbots…
Avaya Article Thumbnail

Opportunities Abound in a Digitally Connected Asean

  • Richard Spence
  • May 18, 2016 | 4 minutes to read
  • Four months after the Asean Economic Community (AEC) came into being, observers and analysts are watching as integration unfolds. Asean has always been about working…
Avaya Article Thumbnail

Transitioning from Cold Calling to Relationship-Building through the Contact Center

  • Iman Ghorayeb
  • March 1, 2016 | 3 minutes to read
  • How often does it happen that you are in the office, maybe exchanging a joke with colleagues or trying to get your head around a…
Avaya Article Thumbnail

Avaya Wins Prestigious NorthFace ScoreBoard Award

  • Pat Patterson
  • February 18, 2016 | 1 minute to read
  • Once again, we are excited to report news that Avaya and its employees have been recognized for creation of the industry's best customer engagement experience.…
Avaya Article Thumbnail

Why Healthcare Providers Need to Deliver Uber-Like Service

  • Iman Ghorayeb
  • January 19, 2016 | 3 minutes to read
  • I have a confession to make: I’ve never used Uber. Personally, I like to order my taxis the old fashioned way – by calling the…
Avaya Article Thumbnail

What Our Predicted 2016 Trends Reveal About the Future of Business

  • Laurent Philonenko
  • December 14, 2015 | 6 minutes to read
  • At Avaya, we’re always looking forward. When creating a road map for the future of the company and the benefit of our customers, my team…
Avaya Article Thumbnail

4 Key Drivers for Deploying Video in Contact Centers

  • Pat Patterson
  • September 30, 2015 | 1 minute to read
  • Everybody has a preferred means of communication. In fact, sometimes, how we prefer to communicate can identify our generation. When choosing how to get answers…
Avaya Article Thumbnail

Avaya Wins Global Omnichannel Contact Center Award

  • Pat Patterson
  • May 21, 2015 | 3 minutes to read
  • Here at Avaya, we're proud to make the world's best customer engagement hardware and software, relied on daily by the world's best-known brands. While we've…
Avaya Article Thumbnail

Branch Banking vs. Mobile Banking: Is It Really An Either-Or Decision?

  • Luke Stangel
  • February 25, 2015 | 2 minutes to read
  • In a recent article, Dave Martin, EVP at Financial Supermarkets, talked about the future of branches as a differentiator for banks. He believes that branches…
Avaya Article Thumbnail

The 5 Reasons Why I Joined Avaya Global Support Services

  • Carl Knerr
  • February 3, 2015 | 4 minutes to read
  • A couple months ago, I found myself around the family kitchen table attempting to explain to my wife why I was considering leaving my current…
Avaya Article Thumbnail

4 Reasons Why a Complete Customer Experience Strategy Must Include a Unified Contact Center and Workforce Optimization Solution

  • Laura Bassett
  • October 14, 2014 | 2 minutes to read
  • We know that a huge shift in customer service is underway, driven, for the most part, by increasing consumer demands and expectations. The challenge is…
Avaya Article Thumbnail

Get Callers Off Hold With Avaya Innovations Award Winner Webtext

  • Mark J. Fletcher, ENP
  • September 12, 2014 | 9 minutes to read
  • Avaya Tech Talk host Mark Fletcher interviews Guy Clinch, a member of the board of advisors of Webtext (An Avaya DevConnect company and two-time winner…
Avaya Article Thumbnail

The First Step to Omnichannel is to ‘Channel’ Your Favorite Team of Superheroes

  • Laura Bassett
  • August 25, 2014 | 4 minutes to read
  • In our last blog, Omnichannel Customer Service: Function or Fad?, we defined omnichannel customer service and discussed what an omnichannel experience looks like. However, we…
Avaya Article Thumbnail

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.…
Avaya Article Thumbnail

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…