Articles from June 2017

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A Note of Thanks for Your Support of #AvayaENGAGE Mexico

  • Morag Lucey
  • June 29, 2017 | Estimated reading time: 2 minutes to read
  • There’s an old saying, “Challenging times reveal your true friends.” In the months following our debt restructuring, customers and partners have never wavered in their…
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Customer Experience is Everything

  • Andy Steen
  • June 29, 2017 | Estimated reading time: 5 minutes to read
  • Do you remember when you were young, the anticipation in walking up to your favorite theme park? Thrills and adventure awaited. And you just couldn’t…
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Digitizing Financial Services: Five Ways to Start, One Way to Succeed

  • Laura Bassett
  • June 28, 2017 | Estimated reading time: 3 minutes to read
  • It’s easy to see why the onus is on financial service providers (FSPs) to be actively digitizing financial services. Accenture reports that 46% of FSP…
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The Contact Center Industry is Exciting…Again!

  • Gary E. Barnett
  • June 28, 2017 | Estimated reading time: 3 minutes to read
  • “How can we get our customers connected to the right information faster?” “We can’t forget the importance of convenience.” “Simplification. We need everything to just…
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HITEC 2017 is Happening Now: What You Need to Know

  • Robert K. Mitton
  • June 27, 2017 | Estimated reading time: 3 minutes to read
  • Technology is no longer part of the guest experience; it is the guest experience. Today, 40% of guests now regularly use hotel mobile apps. Over…
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Avaya Makes Innovation Easy at Call Center Week 2017

  • Laura Bassett
  • June 26, 2017 | Estimated reading time: 3 minutes to read
  • Innovation: perhaps no other word has been so stressed over the last decade as the pressure mounts for brands to evolve, adapt and grow. It’s…
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The Best Omnichannel Solution for Your Government Agency

  • Jerry Dotson
  • June 26, 2017 | Estimated reading time: 3 minutes to read
  • Budgetary constraints have caused too many government agencies to rely on legacy IT systems that are more than a decade old. Ten years ago, there…
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A Look at the Radical New Desk Phone You Never Knew You Needed

  • Michelle White
  • June 22, 2017 | Estimated reading time: 4 minutes to read
  • Back in 2009, Gartner boldly stated that enterprise mobile phones would replace desk phones in the U.S. by 2011. Today, six years later, we can…
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Experience the Future of Customer Experience at Call Center Week

  • Bernard Gutnick
  • June 22, 2017 | Estimated reading time: 5 minutes to read
  • The stage is set for Avaya customers and channel partners to see the future of customer experience (CX) at Call Center Week held at the…
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5 Steps for Mapping Your Customer Journey Transformation

  • Paul Wakefield
  • June 21, 2017 | Estimated reading time: 2 minutes to read
  • A customer journey map puts the user front and center in the organization’s thinking. It shows changes in customer behavior and demonstrates the need for…
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Mentoring Programs Get Modernized with a Boost from Tech

  • Morag Lucey
  • June 19, 2017 | Estimated reading time: 5 minutes to read
  • Technology has taken a world of about 7.4 billion and made it feel, well … small. Consider the ways in which we now recruit candidates.…
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Delivering a Memorable Customer Experience—Are You Ready to Serve?

  • Emir Susic
  • June 15, 2017 | Estimated reading time: 3 minutes to read
  • With an increasing number of brands entering the market across virtually all sectors (financial services, retail, healthcare, communications, etc.) organizations are fighting harder than ever…
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Only 13% of Companies Succeed with CX: Here’s What They’re Getting Right

  • Jean Turgeon
  • June 14, 2017 | Estimated reading time: 5 minutes to read
  • Over the last few weeks in my blogs, I’ve been doubling down on several key areas of a next-gen platform that organizations must consider. For…
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Three DX Trends That Can Reduce Complexity in Customer Experience

  • Sami Ammous
  • June 13, 2017 | Estimated reading time: 3 minutes to read
  • My favorite definition of Digital Transformation comes from Current Analysis, where they call it a “way of helping companies reduce the complexity of how they…
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How to Deliver the Digital Healthcare Patient Experience

  • Emir Susic
  • June 12, 2017 | Estimated reading time: 4 minutes to read
  • Technology and the Internet of Things hold great promise to improve our health and well-being. Internet-connected infusion pumps, imaging machines, blood-glucose sensors, and myriad more…
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Putting the You in Unified Communications

  • Martin Mills
  • June 8, 2017 | Estimated reading time: 2 minutes to read
  • Unified communications solutions have failed to deliver on the promise of the name: enterprises struggle to break down the barriers between disparate systems, and workers…