Coming Soon @IAUG #Converge2013: Avaya Labs Review of Consumer Technology Trends 2013
Avaya Tech Talk 011: A Conversation with Dr Valentine C Matula of Avaya Labs.
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During this edition of my Avaya Tech Talk podcast series I interview Valentine C Matula PhD Senior Director Multimedia Research at Avaya about one of the sessions Dr. Matula will be hosting during the upcoming IAUG CONVERGE2013 that is taking place at the Gaylord Palms Resort & Convention Center in Orlando June 3-7, 2013.
On Jun 05, from 02:00 – 03:00 ET Dr Matula (Val) will be presenting Avaya Labs Review of Consumer Technology Trends 2013: Taking Advantage to Improve Customer Service. During the session Val will highlight how to improve customer service and corporate communications by identifying and quantifying new trends in consumer communications technology, and then planning a methodical two to four year program to leverage these trends.
Dr Matula leads a team of scientists and engineers at Avaya Labs who are responsible for creating some of the most power solutions that are in service of Avaya customers. He is one of the most sought after speakers at the annual IAUG conferences generating standing room only crowds and among the highest marks for any presenter in formal feedback conducted at the conferences.
His talk at this year’s event will include conversations about the drift from PCs, the shift to untethered devices, the change in ‘customer service process’ by consumers, the use of social sources, new simple video technologies, HTML5/WebRTC and updated info on voice quality.
Dr Matula will discuss how these technologies aid in the goal of providing “real help” when needed, using agent staff with more efficient means than just plain voice will be. He will review recent announcements from the 2013 Consumer Electronics Show, as well as updated technology forecasts and their impact. Dr Matula will then provide relevant Avaya Labs Research demos of systems & projects with a “top projects” list outlined highlighting real business metrics including possible ROI values to a contact center.
Listeners of this podcast and attendees to Dr Matula’s sessions at IAUG CONVERGE2013 will come away with a set of actionable tools, insights and advice from leaders in the movement to use technology to gain the benefits of telework for organizations and our society.
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Please note that during the IAUG CONVERGE2013, fellow APN Podcast host Mark Fletcher and I will be producing live interviews and content originating from Orlando. Please join us for a large amount of new content, industry insights and special announcements.
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