Articles from March 2017

Avaya Mobile Engagement is #1 Seed to Power the March Basketball Championship Tournament | Avaya Blog

Avaya Mobile Engagement is #1 Seed to Power the March Basketball Championship Tournament

  • Andy Steen
  • March 30, 2017 | Estimated reading time: 3 minutes to read
  • Let’s dance! I’ve been known to choreograph some big half-time dances in my day but this dance is all about college basketball. No, not Sadie…
Don’t Underestimate Smart and Secure Remote Access | Avaya Blog

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…
TaCode Tuesday: How to Record and Transcribe Calls Using Zang APIs

TaCode Tuesday: How to Record and Transcribe Calls Using Zang APIs

  • Scott Lillig
  • March 28, 2017 | Estimated reading time: 24 minutes to read
  • For e-commerce companies who have in-house call centers, investing in an enterprise grade interactive voice response (IVR) system doesn’t make much sense. Throwing thousands of…
Customers Explain Why Chatbots Matter for Contact Centers | Avaya Blog

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…
Digital Transformation—Powering New Experiences for Employees and Customers | Avaya Blog

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

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…

Creating Lean Mobile Applications Through Modern Agile

  • Alex Misevski
  • March 23, 2017 | Estimated reading time: 6 minutes to read
  • Global consumer demand for mobile applications dramatically increased from 400 million to 1.8 billion in just a matter of eight years. The landscape has radically changed…
Get out of the Queue: Drive Your CX with Attribute Matching | Avaya Blog

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…
Continuous Learning: Propelling Forward in a Rapidly and Inevitably Changing World | Avaya Blog

Continuous Learning: Propelling Forward in a Rapidly and Inevitably Changing World

  • Morag Lucey
  • March 21, 2017 | Estimated reading time: 4 minutes to read
  • Whether we realize it or not, advanced technologies like artificial intelligence (AI), augmented reality, and the Internet of Things (IoT) have transformed the way we…
Next-Generation IT: What Does It Really Look Like? | Avaya Blog

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…
Three Attributes that Lead to Great Customer Satisfaction | Avaya Blog

Three Attributes that Lead to Great Customer Satisfaction

  • Sandra Thomson
  • March 15, 2017 | Estimated reading time: 3 minutes to read
  • We all know that customer satisfaction dictates success in business. You’ve heard it all before: CSAT scores help determine likelihood of future purchases, customer turnover,…
TaCode Tuesday: How to Use Zang SMS and Call APIs in Node.JS

TaCode Tuesday: How to Use Zang SMS and Call APIs in Node.JS

  • Scott Lillig
  • March 15, 2017 | Estimated reading time: 8 minutes to read
  • A couple years ago, the web was a stateless environment. Interactive features were treated as isolated units within a website, encapsulated within Flash or Java…
How to (Finally) Break the Longstanding Hold of Legacy Technology | Avaya Blog

How to (Finally) Break the Longstanding Hold of Legacy Technology

  • Jean Turgeon
  • March 14, 2017 | Estimated reading time: 8 minutes to read
  • Without question, we’ve seen more technological innovation in the last 30 years than we have in the last century. We now live in a reality…
Hospitality Leaders: Don’t Put Front Office Innovation on the Back Burner | Avaya Blog

Hospitality Leaders: Don’t Put Front Office Innovation on the Back Burner

  • Robert K. Mitton
  • March 13, 2017 | Estimated reading time: 4 minutes to read
  • The statistics make it clear: consumers’ expectations for services are climbing year over year. Almost two-thirds have stopped doing business with a brand due to…
Women’s History Month, I ask, “What world do we want to leave our daughters?” | Avaya Blog

In this Women’s History Month, I ask, “What world do we want to leave our daughters?”

  • Amy Fliegelman Olli
  • March 8, 2017 | Estimated reading time: 5 minutes to read
  • I mean that figuratively—as I’m a mom to two sons. But I do think about the question a lot, especially during Women’s History Month. If…
The One Question That Must Be Asked This Women’s History Month

The One Question That Must Be Asked This Women’s History Month

  • Morag Lucey
  • March 8, 2017 | Estimated reading time: 3 minutes to read
  • If you haven’t heard by now, March is officially Women’s History Month, and March 8 is International Women’s Day. This year’s campaign theme for the…