Articles from April 2019

The CPaaS Vendor Paradox: Invest Wisely

The CPaaS Vendor Paradox: Invest Wisely

  • Chris McGugan
  • April 29, 2019 | Estimated reading time: 4 minutes to read
  • Let’s talk Communications Platform-as-a-Service (CPaaS). The global market is expected to exceed $800 million by the end of this year, having more than doubled in…

How the Avaya Global Talent Exchange Program Is Transformative in More Than One Way

  • Michiel Noordermeer
  • April 24, 2019 | Estimated reading time: 3 minutes to read
  • Why would a father of four pursue admittance to Avaya’s Talent Exchange Program and move away from home and family for six months, to work…
Cloud Wars: Music to Whose Ears?

Cloud Wars: Music to Whose Ears?

  • Nidal Abou-Ltaif
  • April 22, 2019 | Estimated reading time: 2 minutes to read
  • If you’re not feeling the Asia-Pacific heat at the moment, then I suggest you look out your window. The top five cloud services providers, native…

The Power of AI to Drive Change

  • Chris McGugan
  • April 19, 2019 | Estimated reading time: 5 minutes to read
  • AI presents a huge opportunity, possibly bigger than digital transformation itself. The World Economic Forum predicts that digital transformation will provide economic value to business…

Moving with Markets

  • Jim Chirico
  • April 18, 2019 | Estimated reading time: 2 minutes to read
  • The Asia-Pacific region (APAC) is experiencing an immense period of economic and technological change.  And Avaya is moving with the market to ensure that our…

Roadmap to Achieve AI Benefits for Customer Experience

  • Guest Contributors
  • April 15, 2019 | Estimated reading time: 3 minutes to read
  • This blog is authored by Robin Gareiss, President and Founder, of Nemertes Research. Ms. Gareiss leads Nemertes Digital Transformation research. She also is a widely…

Two Ways to Modernize your IVR to Meet Today’s Customer Expectations

  • Jon Alperin
  • April 12, 2019 | Estimated reading time: 3 minutes to read
  • We live in an age of voice-enabled everything. If consumers can dim the lights, check the weather, and change the TV channel just by speaking,…

The Heart and Humanity Behind Digital Transformation

  • Becky Carr
  • April 11, 2019 | Estimated reading time: 2 minutes to read
  • According to ZK Research’s 2019 IT Priorities Study, 90% of companies now have at least one digital initiative underway. As transformation continues to gain momentum,…
Artificial Intelligence: Ready for Primetime in the Contact Center

Artificial Intelligence: Ready for Primetime in the Contact Center

  • Guest Contributors
  • April 10, 2019 | Estimated reading time: 3 minutes to read
  • This blog is authored by Robin Gareiss, President and Founder, of Nemertes Research. Ms. Gareiss leads Nemertes Digital Transformation research. She also is a widely…

Digital Transformation Across Industries: Healthcare, Hospitality and Public Safety – Part 3 of 3

  • Jean Turgeon
  • April 10, 2019 | Estimated reading time: 3 minutes to read
  • Nearly 70% of organizations believe their digital transformation efforts are “less than extremely successful,” according to an IDC study, standing to lose as much as…

Trends, Business, and the Future of Sports

  • Andy Steen
  • April 9, 2019 | Estimated reading time: 5 minutes to read
  • Sports marketing, sponsorship, fan engagement, player tech, these are all things that have come on heavy in recent years. Previously, sports were simply about the…

Growing Cultural Intelligence Through Experiences

  • Faye Tylee
  • April 9, 2019 | Estimated reading time: 2 minutes to read
  • An open letter to Avaya’s first Talent Exchange participants, In my first blog, I described myself as someone happily consumed by wanderlust. My family believed strongly…

Plastic Water Bottle Caps: Public Enemy Number One

  • Sara Broadbent
  • April 4, 2019 | Estimated reading time: 3 minutes to read
  • Earth Day 2019 is fast approaching, and its theme, Protect Our Species, got me thinking about how I can personally do more. I’m fortunate to…

Digital Mixology – Chapter II – A More Reactive Enterprise with IoT

  • Steve Forcum
  • April 3, 2019 | Estimated reading time: 6 minutes to read
  • In our last Digital Mixology session, we learned how Artificial Intelligence creates super-powered agents. Smarter businesses use AI to predict why customers are calling, bring…
Transforming Digital Communications in the Department of Defense

Transforming Digital Communications in the Department of Defense

  • Jerry Dotson
  • April 2, 2019 | Estimated reading time: 4 minutes to read
  • The Department of Defense (DOD) is a $639 billion global enterprise made up of many organizations that vary in size and mission requirements. To maintain…
Self-Service Experiences Matter Too

Self-Service Experiences Matter Too

  • Mark Vogel
  • April 1, 2019 | Estimated reading time: 3 minutes to read
  • There are times when a customer needs to dial into your contact center to ask a question or request assistance. But first they must bypass…