Posts by Steve Forcum

Digital Mixology – Chapter III – Secure Solutions with Blockchain

  • Steve Forcum
  • July 18, 2019 | Estimated reading time: 6 minutes to read
  • You’ve learned about the incredible powers that Artificial Intelligence and the Internet of Things can bring to digital transformation. As we continue our Digital Mixology…
Seven Reasons to Say Yes to Cloud Communications

Seven Reasons to Say Yes to Cloud Communications

  • Steve Forcum
  • June 5, 2019 | Estimated reading time: 2 minutes to read
  • Many IT and business leaders believe that shifting communications to the cloud is risky. The reality is that not moving can be far riskier (as…

Three Steps to Delivering a Great Customer Experience Every Time

  • Steve Forcum
  • May 28, 2019 | Estimated reading time: 4 minutes to read
  • Brands are built on experiences, and great experiences lead to great outcomes. But what does a great customer experience actually look like? Answering this question…
Efficiency vs. Automation: Effectively Implementing Contact Center AI

Efficiency vs. Automation: Effectively Implementing Contact Center AI

  • Steve Forcum
  • May 6, 2019 | Estimated reading time: 5 minutes to read
  • AI is driving truly revolutionary capabilities in the contact center that play into the sweeping trend of digital transformation. Organizations understand this, with 94% agreeing…

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…

Digital Mixology – Chapter I - Smarter Solutions with Artificial Intelligence

  • Steve Forcum
  • March 13, 2019 | Estimated reading time: 6 minutes to read
  • In my last blog post, we discussed the growing importance of voice in modernizing a customer engagement platform. In this first installment of our digital…

Digital Mixology – Transformation is best shaken, not stirred.

  • Steve Forcum
  • February 28, 2019 | Estimated reading time: 3 minutes to read
  • Digital Transformation, an admittedly overused buzzword, is top of mind for many businesses, especially in modernizing the customer experience in the contact center. In the…

Avaya <3 Cloud

  • Steve Forcum
  • February 14, 2019 | Estimated reading time: 4 minutes to read
  • When you needed help when stranded at the airport due to bad weather, or the time a loved one was rushed to the hospital, or…
Migrating Communications to Cloud: With Avaya, it’s Browse. Click. Done.

Migrating Communications to Cloud: With Avaya, it’s Browse. Click. Done.

  • Steve Forcum
  • October 11, 2018 | Estimated reading time: 5 minutes to read
  • Migrating your communications infrastructure to the cloud offers a variety of benefits, especially for your retail, seasonal, and branch locations. Let’s look at the potential…
Avaya Solutions Connect People Across the World – Avaya Blog

Avaya Solutions Connect People Across the World

  • Steve Forcum
  • December 27, 2017 | Estimated reading time: 3 minutes to read
  • During a recent vacation cruise, I found myself playing cards with a group of six strangers. As we got to know one another I was…
If Getting Work Done Takes Too Much Work—Take the Team to Zang Spaces

If Getting Work Done Takes Too Much Work—Take the Team to Zang Spaces

  • Steve Forcum
  • October 18, 2017 | Estimated reading time: 4 minutes to read
  • Fast Company recently published a survey finding that the average tech CEO works 300 days a year, 14 hours a day. One third of that…
Do You Believe in Magic? Avaya’s Fix for Your Frustrating, Outdated CX | Avaya Blog

Do You Believe in Magic? Avaya’s Fix for Your Frustrating, Outdated CX

  • Steve Forcum
  • August 22, 2017 | Estimated reading time: 7 minutes to read
  • Stop me if you’ve had this customer experience before. You have a problem. You’ve rebooted the device, made sure everything was plugged in, and done…
My Life as an Avaya Systems Engineer—#ProudAvayan on our Hot Solutions | Avaya Blog

My Life as an Avaya Systems Engineer—#ProudAvayan on our Hot Solutions

  • Steve Forcum
  • July 19, 2017 | Estimated reading time: 2 minutes to read
  • Recently I spent three days in New York City, and they were easily the best three days of my career. I talked with Avaya customers…