23 Articles Tagged Support

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Maximizing value from your support services investment

  • Mike Runda
  • August 30, 2016 | 4 minutes to read
  • Commitment to 5 core practices will lead to peace of mind and growth. In the world of support services we are always striving to reach…
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Six Questions to Help Non-Profit IT Managers Pick the Right Partner

  • Sandra Thomson
  • August 24, 2016 | 3 minutes to read
  • Every organization knows the importance of stretching each dollar. That’s especially true of a non-profit trying to keep operating costs at a minimum. They must…
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Interview: What is Knowledge-Centered Support, and Why Is It the Future?

  • Carl Knerr
  • March 1, 2016 | 8 minutes to read
  • While Avaya is well known as the #1 contact center vendor for 15 years, what is less known is the best-in-class contact center that Avaya…
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Avoiding Software Outages: Three Myths That Could Save Your Business

  • Joey Fister
  • December 9, 2015 | 3 minutes to read
  • You’re working on your computer when a pop-up suggests that you reboot to install the latest software update. Naturally, you can’t be bothered. You delay…
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18 Ways to Help Your Business Limit Disaster Damage

  • Joey Fister
  • November 9, 2015 | 4 minutes to read
  • Wind speeds approaching 200 mph. Storm labeled as “one of the worst on record.” Have you read headlines like this lately? Realizing your business in…
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The Tool That Helps You Determine Root Cause Without Leaving Your Desk

  • Carl Knerr
  • October 26, 2015 | 3 minutes to read
  • A large global financial services group was having problems with their Avaya UC VoIP solution running on a Cisco data network. As soon as they…
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Customers Who Use This Tool Are 73% More Likely to Avoid an Outage

  • Carl Knerr
  • October 19, 2015 | 2 minutes to read
  • Ever mutter to yourself, “Yeah, well, let me just get out my magic wand, and take care of that for you?” I know I enjoy…
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Remote Connectivity: The Trick to Getting the Most Out of Avaya Support

  • Carl Knerr
  • October 12, 2015 | 3 minutes to read
  • If there’s one “trick” to getting the absolute most value out of your Avaya support coverage, it would be enabling remote connectivity. Allowing a trained…
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How Switching to Proactive Customer Service Could Save You More Than $500,000

  • Carl Knerr
  • October 6, 2015 | 3 minutes to read
  • This first week of October is recognized as Customer Service Week. I’ve previously written about how delivering excellent customer service is in our DNA here…
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Remote Monitoring: So Good, It Virtually Needs No Human Intervention

  • Carl Knerr
  • August 24, 2015 | 3 minutes to read
  • Have you ever done something so well that others struggle to believe it’s true? On a recent Sunday afternoon, after mowing the lawn and finally…
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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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Engaging in Multi-Vendor Collaborative Support

  • Carl Knerr
  • March 10, 2015 | 2 minutes to read
  • Periodically, in my personal life, I will use video conferencing technology on my PC to talk with family and friends. I’ve recently been having problems…
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How Avaya Augments the Work of its Support Engineers

  • Carl Knerr
  • February 9, 2015 | 3 minutes to read
  • In late January, Microsoft announced a virtual reality project called HoloLens. The reviews of the prototypes have been positive, and I can see why: Virtual…
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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…
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Keep It Real, Open, and in Real Time!

  • Pat Patterson
  • October 15, 2014 | 3 minutes to read
  • As the Cloud gains momentum in 2014, so has crowdsourcing, one of seven 2014 emerging trends that we identified ten months ago. Thanks to gamification,…
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Avaya Diagnostic Server Delivers Unprecedented Network Visibility

  • Sandra Thomson
  • May 15, 2014 | 2 minutes to read
  • Have you ever worked on a trouble ticket from a contact center agent reporting poor audio quality and you can’t seem to pinpoint the root…