Posts by Laurent Philonenko

When Done Right, AI Can Turn the Contact Center into a Revenue Generator

When Done Right, AI Can Turn the Contact Center into a Revenue Generator

  • Laurent Philonenko
  • April 24, 2018 | Estimated reading time: 5 minutes to read
  • What if we can make contact center agents better, faster, smarter to more successfully create loyal, forever customers? This has been the goal of contact…
Sign of the Times: Avaya at Dreamforce this Year!

Sign of the Times: Avaya at Dreamforce this Year!

  • Laurent Philonenko
  • October 5, 2017 | Estimated reading time: 4 minutes to read
  • When for many companies Dreamforce is simply a given, at Avaya we wanted to connect our presence to a unique value proposition. In all aspects…
The Power of Change – Contact Center Digital Transformation | Avaya Blog

The Power of Change

  • Laurent Philonenko
  • May 31, 2017 | Estimated reading time: 5 minutes to read
  • Change is bound to happen whether you enable it or not, whether you are ready for it or not. It will just happen. The question…
Avaya’s 2017 Tech Trends to Watch: the Distinguished Dozen | Avaya Blog

Avaya’s 2017 Tech Trends to Watch: the Distinguished Dozen

  • Laurent Philonenko
  • January 11, 2017 | Estimated reading time: 13 minutes to read
  • With the Age of Intelligence fully underway, 2017 is destined be a landmark year for mobility, data and very cheap hardware. Here are Avaya’s 12…
Despite the headlines, American high-tech success in China is real.

Headlines are Not All True: American High-tech Success in China is Real

  • Laurent Philonenko
  • August 12, 2016 | Estimated reading time: 6 minutes to read
  • What happens when a company is faced with two equally important challenges at once? American high-tech giants—Uber, Amazon, Facebook—are in the midst of this exact…
What’s Next? Artificial Intelligence

What’s Next? Artificial Intelligence (AI) for Customer Experience

  • Laurent Philonenko
  • July 22, 2016 | Estimated reading time: 4 minutes to read
  • Last month Google hosted its annual Google I/O conference and their new CEO Sundar Pichai delighted an audience of tech enthusiasts when he said, “We…
2016 DevConnect Award Winners Choose to Innovate on Avaya

2016 DevConnect Award Winners Choose to Innovate on Avaya

  • Laurent Philonenko
  • June 7, 2016 | Estimated reading time: 4 minutes to read
  • Platform innovation allows companies to disrupt the status quo for their business, their industry. Amazon, Zappos, Google, Uber are just a few of the success…
When Analytics Is the Answer Are You Asking the Right Questions?

When Analytics Is the Answer Are You Asking the Right Questions?

  • Laurent Philonenko
  • May 24, 2016 | Estimated reading time: 8 minutes to read
  • Depending upon what you read, who you follow, the Business Intelligence and Analytics (BI&A) market is valued anywhere from $16.9 billion in 2016, to $41.5…
Digital Transformation Begins and Ends with the Customer

Digital Transformation Begins and Ends with the Customer

  • Laurent Philonenko
  • May 10, 2016 | Estimated reading time: 8 minutes to read
  • Being a consumer today can be frustrating. We are armed with uber powerful, smart devices that encourage multitasking from anywhere there is a connection. But…

What Our Predicted 2016 Trends Reveal About the Future of Business

  • Laurent Philonenko
  • December 14, 2015 | Estimated reading time: 6 minutes to read
  • At Avaya, we’re always looking forward. When creating a road map for the future of the company and the benefit of our customers, my team…

The New Era of Engagement Everywhere for the Midmarket

  • Laurent Philonenko
  • November 18, 2015 | Estimated reading time: 4 minutes to read
  • IT decision-makers working inside midmarket companies need to shift from the technology gatekeepers to the technology road pavers--instead of controlling who goes where, they must…

Open, Mobile Engagement Powering the Customer-Driven Revolution

  • Laurent Philonenko
  • September 15, 2015 | Estimated reading time: 4 minutes to read
  • The idea of digital convergence is not new. CIOs have been on a quest to create a converged IT environment for decades. “Convergence is the…