Recent Articles

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Don’t Underestimate Smart and Secure Remote Access

  • Sandra Thomson
  • March 29, 2017 | Estimated reading time: 2 minutes to read
  • Like many people, I’ve spent a lot of time watching great NCAA March Madness games in the last two weeks. During the commercials, I’ve been…
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Customers Explain Why Chatbots Matter for Contact Centers

  • Bernard Gutnick
  • March 28, 2017 | Estimated reading time: 5 minutes to read
  • I recently attended Jeff Pulver’s 2017 MoNage conference to get the latest views on chatbot usage and expectations for serving customers. Jeff Pulver created the…
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Digital Transformation—Powering New Experiences for Employees and Customers

  • Scott Hanwell
  • March 27, 2017 | Estimated reading time: 4 minutes to read
  • There’s no let-up in the pace of change. New apps, new services and new ways of getting it done seem to spring up daily, and…
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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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Reducing the Risks of Distributed Denial of Service Attacks

  • Ed Koehler
  • March 22, 2017 | Estimated reading time: 4 minutes to read
  • Picture what may just be one of the scariest scenarios in your career: The network has slowed to a crawl. You can barely hold a…