Posts by Carl Knerr

Avaya Secure Access Link 3.0 Meets Customers’ Security Needs – Avaya Blog

Avaya Secure Access Link 3.0 Meets Customers’ Security Needs

  • Carl Knerr
  • November 14, 2017 | Estimated reading time: 3 minutes to read
  • This past May I took on a new role here at Avaya, leading our team that engages with our amazing partner community. We’re working to…

The Importance of Keeping Accurate Avaya Support Records

  • Carl Knerr
  • March 15, 2016 | Estimated reading time: 4 minutes to read
  • One of the most common stumbling blocks I encounter when working with customers is around their Avaya records. These records show Avaya Support not only…

Interview: What is Knowledge-Centered Support, and Why Is It the Future?

  • Carl Knerr
  • March 1, 2016 | Estimated reading time: 8 minutes to read
  • While Avaya is well known as the #1 contact center vendor for 15 years, what is less known is the best-in-class contact center that Avaya…

The Tool That Helps You Determine Root Cause Without Leaving Your Desk

  • Carl Knerr
  • October 26, 2015 | Estimated reading time: 3 minutes to read
  • A large global financial services group was having problems with their Avaya UC VoIP solution running on a Cisco data network. As soon as they…

Customers Who Use This Tool Are 73% More Likely to Avoid an Outage

  • Carl Knerr
  • October 19, 2015 | Estimated reading time: 2 minutes to read
  • Ever mutter to yourself, “Yeah, well, let me just get out my magic wand, and take care of that for you?” I know I enjoy…

Remote Connectivity: The Trick to Getting the Most Out of Avaya Support

  • Carl Knerr
  • October 12, 2015 | Estimated reading time: 3 minutes to read
  • If there’s one “trick” to getting the absolute most value out of your Avaya support coverage, it would be enabling remote connectivity. Allowing a trained…

How Switching to Proactive Customer Service Could Save You More Than $500,000

  • Carl Knerr
  • October 6, 2015 | Estimated reading time: 3 minutes to read
  • This first week of October is recognized as Customer Service Week. I’ve previously written about how delivering excellent customer service is in our DNA here…

Remote Monitoring: So Good, It Virtually Needs No Human Intervention

  • Carl Knerr
  • August 24, 2015 | Estimated reading time: 3 minutes to read
  • Have you ever done something so well that others struggle to believe it’s true? On a recent Sunday afternoon, after mowing the lawn and finally…

Excellent Customer Service: It’s in our DNA

  • Carl Knerr
  • March 24, 2015 | Estimated reading time: 2 minutes to read
  • Here at Avaya, we’re very proud of the transformation that our Support organization has undertaken over the last few years. We love to show off…

Engaging in Multi-Vendor Collaborative Support

  • Carl Knerr
  • March 10, 2015 | Estimated reading time: 2 minutes to read
  • Periodically, in my personal life, I will use video conferencing technology on my PC to talk with family and friends. I’ve recently been having problems…

How Avaya Augments the Work of its Support Engineers

  • Carl Knerr
  • February 9, 2015 | Estimated reading time: 3 minutes to read
  • In late January, Microsoft announced a virtual reality project called HoloLens. The reviews of the prototypes have been positive, and I can see why: Virtual…

The 5 Reasons Why I Joined Avaya Global Support Services

  • Carl Knerr
  • February 3, 2015 | Estimated reading time: 4 minutes to read
  • A couple months ago, I found myself around the family kitchen table attempting to explain to my wife why I was considering leaving my current…

Making Avaya Easier To Do Business With

  • Carl Knerr
  • April 7, 2014 | Estimated reading time: 6 minutes to read
  • This past summer, I started a new chapter in my career as the product management lead for Avaya’s Support Advantage maintenance offer. For the first…

5 Things You Need to Know about Avaya’s Product Lifecycle

  • Carl Knerr
  • April 2, 2014 | Estimated reading time: 3 minutes to read
  • Happy April, readers! As I look out my window, the signs of spring are finally here. The temperatures are (mostly) staying above freezing here in…

Confessions of an Addict

  • Carl Knerr
  • September 5, 2013 | Estimated reading time: 3 minutes to read
  • Ever felt your phone vibrate in your pocket only to pull it out and see it didn't? They're called phantom vibrations and researchers have actually…

Don't roll that truck

  • Carl Knerr
  • August 15, 2013 | Estimated reading time: 3 minutes to read
  • Anyone that works in the communication space knows that VoIP has been transformative, and with the evolution to SIP, the features and scenarios that can…