24 Articles Tagged omnichannel

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Call it what you will: Multi-channel, Omnichannel—It isn’t about the Contact Center!

  • Karen Hardy
  • March 24, 2017 | Estimated reading time: 4 minutes to read
  • At this point, we know that most companies are competing exclusively on the customer experience (83%, according to Dimension Data). McKinsey Insights shows that effective…
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Get out of the Queue: Drive Your CX with Attribute Matching

  • Laura Bassett
  • March 23, 2017 | Estimated reading time: 4 minutes to read
  • At this point, nearly every company is working overtime to realign around two simple words: customer experience (CX). So much so that nearly 90% of…
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Next-Generation IT: What Does It Really Look Like?

  • Jean Turgeon
  • March 20, 2017 | Estimated reading time: 5 minutes to read
  • From mainframes to virtualization to the IoT, we’ve come a long way in a very short amount of time in terms of networking, OS and…
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Why Multi-Touch Matters more than Multi-Channel

  • Laura Bassett
  • January 3, 2017 | Estimated reading time: 6 minutes to read
  • When it comes to customer service, it seems that change is the only constant. I know you’ve heard it all before; how single channel service…
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Make or Break: The Customer Experience Imperative for Midsize Businesses

  • Karen Hardy
  • December 1, 2016 | Estimated reading time: 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…
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Time to evolve a Siri-like CHATBOT

  • Savio Tovar Dias
  • May 18, 2016 | Estimated reading time: 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…
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Opportunities Abound in a Digitally Connected Asean

  • Richard Spence
  • May 18, 2016 | Estimated reading time: 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…
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Transitioning from Cold Calling to Relationship-Building through the Contact Center

  • Iman Ghorayeb
  • March 1, 2016 | Estimated reading time: 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…
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Avaya Wins Prestigious NorthFace ScoreBoard Award

  • Pat Patterson
  • February 18, 2016 | Estimated reading time: 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.…
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Why Healthcare Providers Need to Deliver Uber-Like Service

  • Iman Ghorayeb
  • January 19, 2016 | Estimated reading time: 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…
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What Our Predicted 2016 Trends Reveal About the Future of Business

  • Laurent Philonenko
  • December 14, 2015 | Estimated reading time: 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…
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4 Key Drivers for Deploying Video in Contact Centers

  • Pat Patterson
  • September 30, 2015 | Estimated reading time: 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…
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Avaya Wins Global Omnichannel Contact Center Award

  • Pat Patterson
  • May 21, 2015 | Estimated reading time: 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…
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Branch Banking vs. Mobile Banking: Is It Really An Either-Or Decision?

  • Luke Stangel
  • February 25, 2015 | Estimated reading time: 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…
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The 5 Reasons Why I Joined Avaya Global Support Services

  • Carl Knerr
  • February 3, 2015 | Estimated reading time: 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…
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4 Reasons Why a Complete Customer Experience Strategy Must Include a Unified Contact Center and Workforce Optimization Solution

  • Laura Bassett
  • October 14, 2014 | Estimated reading time: 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…