Posts by Jon Alperin

CX Monitoring: Mind The Gap

  • Jon Alperin
  • June 10, 2019 | Estimated reading time: 3 minutes to read
  • Across industries and regions, organizations of all shapes and sizes are recognizing the competitive advantage of superior customer experience (CX), and the value that resides…

Workforce Optimization: A Prescription to Drive Better Patient Satisfaction

  • Jon Alperin
  • May 10, 2019 | Estimated reading time: 4 minutes to read
  • Increased consumer expectations are a facet of the digital transformation our world is experiencing. Consumers are adept at accessing more information and services online, from…

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,…

Optimize Outbound Customer Care and Agent Productivity

  • Jon Alperin
  • February 18, 2019 | Estimated reading time: 3 minutes to read
  • As a consumer, we’ve probably all had the experience of listening to a voice message only to realize that the automated system didn’t catch it…
Call Your Customers Back

Wait…Don’t go…Can I call you back instead?

  • Jon Alperin
  • December 13, 2018 | Estimated reading time: 3 minutes to read
  • We’ve all had the experience of being in the middle of something – a call, conference, or just doing the dishes – when someone calls…
Personalizing Customer Self-Service at Scale with Versay’s CUE Analytics

Personalizing Customer Self-Service at Scale with Versay’s CUE Analytics

  • Jon Alperin
  • November 16, 2018 | Estimated reading time: 3 minutes to read
  • As customers, we want personalized experiences. We want to be treated as individuals and valued each time we interact with a company. Yet, while personalized…
Modernizing Communications—How to Remodel Without Destruction

Modernizing Communications—How to Remodel Without Destruction

  • Jon Alperin
  • October 30, 2018 | Estimated reading time: 3 minutes to read
  • Home renovations are exciting, but let’s be honest. The day-to-day inconvenience of construction with contractors traipsing through your home, ripping out walls, disrupting the family,…
5 Ways Virsae Keeps Your Avaya Infrastructure at Peak Performance

5 Ways Virsae Keeps Your Avaya Infrastructure at Peak Performance

  • Jon Alperin
  • October 3, 2018 | Estimated reading time: 3 minutes to read
  • We recently welcomed UC service management provider Virsae as a new DevConnect Partner. Virsae is now compliant with a range of Avaya unified communications and…
Avaya A.I.Connect Focuses on Improving Companies’ CX – Avaya Blog

Avaya A.I.Connect Focuses on Improving Companies’ Customer Experiences

  • Jon Alperin
  • November 1, 2017 | Estimated reading time: 4 minutes to read
  • For Avaya, AI is all about people. Sure, there are clearly opportunities to increase automation, to provide higher quality, more natural, more life-like conversational self-service…
Your Avaya Developer Journey Starts Here with DevConnect | Avaya Blog

Your Avaya Developer Journey Starts Here

  • Jon Alperin
  • September 6, 2017 | Estimated reading time: 3 minutes to read
  • STEM. Hackathons. Hour of Code. Oh, my… I’ve been in the developer and ecosystem space pretty much my entire career, and I can’t recall a…
Verbio Brings Voice Biometrics to Avaya Breeze

Verbio Brings Voice Biometrics to Avaya Breeze™

  • Jon Alperin
  • November 8, 2016 | Estimated reading time: 2 minutes to read
  • If you’ve been following the Avaya Connected Blog in recent weeks, hopefully you’ve read about the changes Avaya expects to see in Customer Engagement as…
A totally new way to approach customers—and a million reasons to do so

A totally new way to approach customers—and a million reasons to do so

  • Jon Alperin
  • July 12, 2016 | Estimated reading time: 2 minutes to read
  • Last month, Laurent Philonenko wrote about some of the exciting work being done with the Avaya Breeze™ Platform, noting that many of our 2016 DevConnect…
Service while you wait – eGain innovates to turn hold to gold

Service while you wait – eGain innovates to turn hold to gold

  • Jon Alperin
  • June 14, 2016 | Estimated reading time: 3 minutes to read
  • My first exposure to self-service IVR application development was back in the early 1990s. Over the years, I’ve participated in the evolution from simple menu-based…

Michigan State Wins Innovation Award from Avaya; 7 Partners Win DevConnect Excellence Awards

  • Jon Alperin
  • April 28, 2014 | Estimated reading time: 3 minutes to read
  • Does the phrase "I'll know it when I see it" apply to innovation? How do you recognize innovation versus improvement when you see something new?…

Chatting up more customers

  • Jon Alperin
  • August 5, 2013 | Estimated reading time: 3 minutes to read
  • I've written about conversations with Robin Foster before. As Avaya's Practice Leader for ROI/TCO Analysis, she's a great resource to help our customer and channel…

The Times They Keep A-Changing

  • Jon Alperin
  • July 9, 2013 | Estimated reading time: 3 minutes to read
  • The ancient Greek philosopher Heraclitus has been credited with a translated statement that "the only thing that is constant is change," to which the science…