Articles from April 2017

Check out the Cool Avaya Omnichannel Contact Center Demos at ICMI | Avaya Blog

Check out the Cool Avaya Omnichannel Contact Center Demos at ICMI

  • Bernard Gutnick
  • April 27, 2017 | Estimated reading time: 3 minutes to read
  • Sometimes you travel to Orlando to really fun destinations. But this May 22-25, when you arrive in Orlando for the 2017 ICMI Contact Center Expo…
Too Busy For National Small Business Week? Treat Yourself with Zang Spaces!

The CMO’s Emerging Role, Part 2: Taking the Technology Reins

  • Mohammad Nezarati
  • April 26, 2017 | Estimated reading time: 4 minutes to read
  • Marketing and information technology (IT) have merged within corporations, leading to ramped up tech responsibilities for the chief marketing officer (CMO). In Part 1 of…
Secure IoT Deployments with Avaya SDN Fx™ Architecture Solutions | Avaya Blog

Secure IoT Deployments with Avaya SDN Fx™ Architecture Solutions

  • Greg Deffenbaugh
  • April 25, 2017 | Estimated reading time: 6 minutes to read
  • Let’s look at how to deploy the IoT in a safe and sane manner—a top-of-mind business challenge. Before diving into the technology, let’s remember why…
Customer Journey Analytics vs. Traditional Analytics—Know the Difference | Avaya Blog

Customer Journey Analytics vs. Traditional Analytics—Know the Difference

  • Laura Bassett
  • April 24, 2017 | Estimated reading time: 5 minutes to read
  • It’s expected that 60% of all large organizations will develop customer journey mapping capabilities by 2018. Why? Because the average consumer isn’t so average anymore.…
A Business-First Approach to Digital Transformation | Avaya Blog

A Business-First Approach to Digital Transformation

  • Greg Deffenbaugh
  • April 20, 2017 | Estimated reading time: 7 minutes to read
  • In part I of this series, we explored the definitions of Digital Transformation, IoT, and Smart Enterprise. Digital transformation goes beyond normal organizational evolution. It…

What Can Zang Workflow Do For Your Business?

  • Alex Misevski
  • April 19, 2017 | Estimated reading time: 2 minutes to read
  • In the increasingly competitive digital economy today, businesses of all sizes must provide personnel and customers alike with enterprise-grade communications enablement tools in order to…
Earth Day 2017: A Call for Education and Action… Because it Takes a Village (Truly!) | Avaya Blog

Earth Day 2017: A Call for Education and Action … Because it Takes a Village (Truly!)

  • Amy Fliegelman Olli
  • April 19, 2017 | Estimated reading time: 5 minutes to read
  • On Saturday, the world will come together for Earth Day 2017. I believe this is one of the most important days of the year because…
How to Extend Your Android App to Include SMS-based Shipment Tracking

How to Extend Your Android App to Include SMS-based Shipment Tracking

  • Jeff Hodson
  • April 18, 2017 | Estimated reading time: 9 minutes to read
  • TaCode Tuesday is back!  That means your favorite developer at Zang is here to deliver free snippets of code for use in your very own…
Wrangling the IoT: The Next-Gen Architecture We’ve All Been Waiting For | Avaya Blog

Wrangling the IoT: The Next-Gen Architecture We’ve All Been Waiting For

  • Jean Turgeon
  • April 18, 2017 | Estimated reading time: 6 minutes to read
  • Technologies like AI, the IoT, virtual reality and data analytics are no longer enterprise luxuries, but means of survival in an era of rapid digital…
Three Essential Elements in Hotel Back-office Digitization | Avaya Blog

Three Essential Elements in Hotel Back-office Digitization

  • Robert K. Mitton
  • April 17, 2017 | Estimated reading time: 4 minutes to read
  • It’s a fact that 89% of companies today are competing exclusively on the customer experience. They’re retooling their customer approaches, redirecting their external messaging, and…
Digital Transformation, the IoT, and the Smart Enterprise

Digital Transformation, the IoT, and the Smart Enterprise

  • Greg Deffenbaugh
  • April 12, 2017 | Estimated reading time: 4 minutes to read
  • I was given the title “Smart Enterprise” for a presentation at #AvayaEngage 2017. The presentation abstract mentioned Digital Transformation and the Internet of Things (IoT),…
Avaya Connected Blog Entry Form See the Avaya Connected blog here: http://www.avaya.com/blogs/ Send entries to Chris Kornman at: ckornman@avaya.com All fields are required. Before Finalizing Your Blog Post Identify One Focused Keyword or Key Phrase A phrase can have up to 4 words. 2020 Network To help your blog post be recognized by web search engines, which leads to more reads and shares of your post, identify the single key topic you are writing about. Capture this topic as your single focused keyword or key phrase and use the keyword in your popular tags, title, and first paragraph. Also, use the keyword several times in your blog text. Blog Content Category Highlight ONE: • Team Engagement • Customer Engagement • Networking • Cloud • Services • Developers • Solutions • Executive Thought Leadership Popular Tags Internet of Things, 2020 Network, automation, CX, customer experience, digital transformation, smart enterprise, Gartner, block chain, meshed architecture, big data, cloud, scalability Separate tags with commas. Tags can be multiple words. Include your focused keyword on the list of tags. Select from existing tags in use here: http://www.avaya.com/blogs/ Add new tags you don’t see in use. There is no limit on tags. Suggested Blog Image This can be an idea for an image, or you can attach/insert an image. Be sure that any image you select has been purchased or cleared for use by Avaya. Title 70 characters max. The 2020 Network Is Here: Stop Visualizing and Start Deploying Include your focused keyword/key phrase in the title. Note that the title will be used as the default title text when sharing the blog on Facebook or Twitter. Author Name Jean Turgeon Blog Text Minimum length is 300 words. There is no maximum length. Ideal length is ~700 words. At this point, it’s safe to say you’ve heard of digital transformation and the radical changes it’s driving within the enterprise as we approach the 2020 network. For example, up to 45% of activities that employees are paid to perform can now be automated. Companies are working overtime to identify security solutions that defend against vulnerabilities found in 70% of IoT devices today. The average business now offers customers up to nine engagement channels to be used across a vast array of devices. Organizational boundaries are blurring. The speed of change has become relentless. Networking as we know it has been redefined. All of this, of course, has significantly changed the role of IT within the modern-day enterprise. The days of troubleshooting computers and running phone lines are dead and gone. Today, IT represents the foundation for numerous key areas of business, many that far surpass the norm. CIOs are emerging as leaders of customer-facing functions, responsible for driving digital user experiences organization-wide. Business owners are strategically using IT to accelerate their core revenue-generating activities. Half are now collecting ideas through business unit workshops facilitated by IT. Driven by digital transformation, IT has changed to the point of no return. Digital transformation, however, is far from over. Research makes it clear we’re only getting started. Consider the vast changes expected to occur over the next three years alone. Gartner predicts that by 2020: • 100 million consumers will shop in virtual reality • 30% of web browsing sessions will be done without a screen • Algorithms will positively alter the behavior of billions of global workers By 2021, 20% of all activities will involve at least one of seven digital giants like Amazon, Facebook, or Apple. By 2022, a blockchain-based business will be worth an estimated $10 billion. It’s clear the potential of trends like the IoT, cloud, big data analytics, and robotics is far from fulfilled and will only accelerate substantially as we move forward. This all leads to one very important question: what will the network of 2020 look like? This massive, continued change will surely place unprecedented demand on IT infrastructure looking ahead. Almost a year ago, Principal Analyst at ZK Research, Zeus Kerravala, aimed to answer this question via an article published to Network World. In it, he outlined key challenges that lie ahead for companies looking to capitalize on digital transformation (i.e., lack of automation, nodal configuration, multicast deployments), as well as what the network of 2020 will look like. Terms like simplified, mobile-centric, enhanced for contextualized customer experiences, and hyper-converged rounded out a comprehensive list of components, all which are just as valid today as they were this time last year. Over the last year, however, Avaya has worked to streamline the 2020 network by condensing the technology into five key areas that businesses across every industry must consider: deep and wide automation, improved scalability, built-in security, mesh architecture, and an open network ecosystem. Five Key Areas of the 2020 Network Every Business Must Know 1. Deep and wide automation: As enterprises start aligning IT around their core business priorities, they must work to support two levels of automation: the first for automating the network architecture itself, and the second for automating various business workflows. The first involves eliminating complex, nodal configurations (traditionally required for service deployment) in order to easily add capacity and scaling capabilities. The second involves adopting a powerful, open workflow engine to increase productivity and overall efficiency. Network and workflow automation are essential for achieving the utmost business success. 2. Scalability: Traditionally, scaling your architecture required that you replace your existing nodes with faster ones. In today’s smart, digital world, however, companies must evolve traditional scalability from legacy hierarchal architecture to fabric-based architecture. This move will enable them to add capacity at will and simulate nodal configuration, much like VMWare did with the introduction of server virtualization. The industry needs an end-to-end simplified virtualized network. 3. Built-in security: The static configuration of legacy architecture will never offer the right level of network security needed today, nor will it support the future of the CX. As such, companies must work to eliminate legacy downfall when deploying next-generation architecture. This means sharpening the blurry, gray areas of network security—for example, when employees’ devices begin fading in and out of Wi-Fi when roaming in the parking lot. With more connected devices and more ways than ever to compromise them, it’s imperative that the 2020 network deliver any-to-any, end-to-end, built-in security. In other words, end-to-end network segmentation complemented by sophisticated authentication, encryption where needed, and real-time threat protection. 4. Meshed architecture: The 2020 network epitomizes freedom of deployment. It means companies can move away from traditional hierarchal deployment and finally mesh their architecture. No more linearly connecting parts. No more limitations of Ethernet loops. A natively meshed architecture will empower organizations with unparalleled resiliency and scalability end to end (not just within the data center). At universities, for example, this means hyper-segmented, end-to-end connection across multiple campuses. At a bank, this kind of connectivity can be deployed between branch sites taking full advantage of cloud-based services. The user possibilities and business outcomes are seemingly endless. 5. Open ecosystem: We live in a world of software-defined everything: SD-WAN SD-storage, SD-data center. The fact is that we’re rapidly and inevitably moving towards an open-sourced ecosystem. To prepare for this reality, businesses must ensure those vendors they invest in offer open APIs. This enables them to truly customize solution features and capabilities to meet their exact business needs. The 2020 network will no longer just endorse proprietary systems—but businesses need to continue to be cautious about how to take full advantage of open-source code without increasing business risks through vulnerabilities. It’s imperative that organizations educate themselves on the 2020 network, not only visualizing it but taking the necessary steps for deployment. The future of networking is here, and it’s going to influence and shape your business. To learn more about these five key areas of the 2020 network, read IDC’s all-new Networks 2020 preparedness report, sponsored by Avaya. To optimize your blog for search: Do include your focused keyword/key phrase in the first paragraph. Repeat the keyword/key phrase during the blog text at least two additional times—more for longer blogs. DO include subheads to break up sections. DO include hyperlinks in the text (ideally linking to relevant product, service or solution pages on Avaya.com). To check the readability of your blog, you may want to run the Flesch Reading Ease test. A score above 30 is ok. Lower scores can be the result of using technical terminology, with is often unavoidable. Required for NEW Authors Author Name Author Title Author BIO Maximum of 375 characters, including spaces. Author Image Must be a headshot. We will crop to 840x420 pixels. For SEO (Search Engine Optimization) — do not complete Meta Title Meta Description Featured Image Alt-Text Use the focused keyword.

The 2020 Network Is Here: Stop Visualizing and Start Deploying

  • Jean Turgeon
  • April 11, 2017 | Estimated reading time: 5 minutes to read
  • At this point, it’s safe to say you’ve heard of digital transformation and the radical changes it’s driving within the enterprise as we approach the…
5 Reasons to Use Platform as a Service (Paas) When Creating a UC Strategy

5 Reasons to Use Platform as a Service (Paas) When Creating a UC Strategy

  • Alex Misevski
  • April 6, 2017 | Estimated reading time: 4 minutes to read
  • Deploying a cloud-based unified communications system can greatly benefit your business. Generally, unified communications involve the integration of multiple methods of communication and data sharing—such…
Join us for the Transformational Journey: Avaya Evolutions is Now #AvayaENGAGE

Join us for the Transformational Journey: Avaya Evolutions is Now #AvayaENGAGE

  • Galib Karim
  • April 6, 2017 | Estimated reading time: 2 minutes to read
  • For over 11 years Avaya Evolutions Mexico has been the milestone event for Mexico’s technology market, with over 3,000 visitors in each edition. This year…
The CMO’s Emerging IT Role, Part 1: Who Owns The Customer Experience?

The CMO’s Emerging IT Role, Part 1: Who Owns The Customer Experience?

  • Mohammad Nezarati
  • April 4, 2017 | Estimated reading time: 4 minutes to read
  • The chief marketing officer's role is evolving to take on more of an IT perspective—not just in theory, but in actual budget allotment, IT decision…
CX Experts Agree Customer Journey Maps Help Build Relationships | Avaya Blog

CX Experts Agree Customer Journey Maps Help Build Relationships

  • Bernard Gutnick
  • April 3, 2017 | Estimated reading time: 5 minutes to read
  • I recently attended the 2017 MoNage conference, which focused on the Age of Messaging over the Net—a phrase coined by the founder Jeff Pulver. Jeff…