Posts by Bernard Gutnick

Don’t Gamble Customer Experience—See Avaya at Customer Contact Week

Don’t Gamble with CX Strategy—See Avaya at Customer Contact Week 2018

  • Bernard Gutnick
  • May 29, 2018 | Estimated reading time: 4 minutes to read
  • Customer Contact Week 2018 takes place in Las Vegas June 18-22. A trip to Vegas could include betting at the roulette wheel or splitting aces…
Avaya and Verint Adds Up to a Great Partnership and a Great CX - Blog

Avaya and Verint Adds Up to a Great Partnership and a Great CX

  • Bernard Gutnick
  • May 10, 2018 | Estimated reading time: 2 minutes to read
  • It’s always fun when my kids ask me for help with their math homework. Lately I want to tell them that 1+1=1. No, it’s not…
How Enterprises can use Chatbots to Enhance Customer Experiences - Avaya

How Enterprises can use Chatbots to Enhance Customer Experiences

  • Bernard Gutnick
  • November 2, 2017 | Estimated reading time: 4 minutes to read
  • At the recent Monage Conference, where Jeff Pulver invited me to speak, I talked about chatbots and shared how they can transform customer experiences for…
Anticipating Avaya’s Emergence from Chapter 11—Why Trust is Invaluable

Anticipating Avaya’s Emergence from Chapter 11—Why Trust is Invaluable

  • Bernard Gutnick
  • October 13, 2017 | Estimated reading time: 4 minutes to read
  • I recently participated in a panel discussion at the BC Summit (an event held by UC Strategies, a leading consulting organization with a history of…
Universal Routing is Tao for the Omnichannel Contact Center | Avaya Blog

Universal Routing is Tao for the Omnichannel Contact Center

  • Bernard Gutnick
  • August 24, 2017 | Estimated reading time: 5 minutes to read
  • Is the key to omnichannel simply adding more channels? That is, if you supported every fathomable channel—all of which were seamlessly integrated—would your contact center…
Experience the Future of Customer Experience at Call Center Week | Avaya Blog

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…
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…
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…
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…
Avaya Breeze Proven to be a Breeze for Developers at IAUG 2016

Avaya Breeze™ Proven to be a Breeze for Developers at IAUG 2016

  • Bernard Gutnick
  • June 17, 2016 | Estimated reading time: 2 minutes to read
  • It may have been raining last week in Orlando, FL but that didn't stop developers from creating hot applications powered by the Avaya Breeze™ Platform…

The Sun Was Shining on Avaya in Orlando – With a Nice Cool "Breeze"!

  • Bernard Gutnick
  • March 14, 2016 | Estimated reading time: 4 minutes to read
  • Most people traveling to Orlando go to Disney World for cool rides or a peek at the future in the latest Star Wars adventure. This…

The King is Dead; Long Live the King

  • Bernard Gutnick
  • July 1, 2015 | Estimated reading time: 3 minutes to read
  • It’s hard to believe a “must have” communication technology that was popular when I was in college could be obsolete (as some recent headlines have…

The Top 3 Advantages of Video Communications in Today's Workplace

  • Bernard Gutnick
  • June 11, 2015 | Estimated reading time: 3 minutes to read
  • It’s often said that a picture is worth a thousand words. After joining Avaya and hiring a dozen people to work for me around the…