Posts by Steve Forcum

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…