Articles in CX and Contact Center

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…
Why Artificial Intelligence Now—and Why in Customer Care?

Why Artificial Intelligence Now—and Why in Customer Care?

  • Guest Contributors
  • September 19, 2018 | Estimated reading time: 3 minutes to read
  • Sheila McGee-Smith is a leading communications industry analyst and strategic consultant with a proven track record in new product development, competitive assessment, market research, and…
Customer Grievances Beyond the Grave: Why Experiences Matter

Customer Grievances Beyond the Grave: Why Experiences Matter

  • Chris McGugan
  • September 18, 2018 | Estimated reading time: 4 minutes to read
  • I recently chipped away at the issue of companies poorly incorporating voice of the customer (VoC) insights into the experiences they deliver (according to Gartner,…
Use VoC—Voice of the Customer—Insights to Blow Your Customers’ Minds

Proactively Use VoC Insights to Blow Your Customers’ Minds

  • Chris McGugan
  • September 6, 2018 | Estimated reading time: 5 minutes to read
  • They say that by 2020, customer experience (CX) will overtake price and product as the No. 1 brand differentiator. I say it already has. Every…
Avaya Workspaces: Giving a Better Customer Experience Builds Brand Value

Avaya Workspaces: Giving a Better Customer Experience Builds Brand Value

  • Mike Butts
  • September 5, 2018 | Estimated reading time: 3 minutes to read
  • Your prospective customers do copious research on your company before they contact you. Just like most of us check out a new restaurant online (look…
Avaya Powers Team & Fan Experiences at 2018 World Football Tournament

Avaya Powers Team & Fan Experiences at 2018 World Football Tournament

  • Andy Steen
  • August 28, 2018 | Estimated reading time: 3 minutes to read
  • At the most prestigious soccer tournament in the world, Avaya put champion-level technology and solutions throughout the stadiums. The international association #football competition that took…
Achieving a Singular Unified Customer Experience – Avaya Blog

Achieving a Singular Unified Customer Experience

  • Savio Tovar Dias
  • August 23, 2018 | Estimated reading time: 3 minutes to read
  • At Avaya, we have always prided ourselves in leadership of Unified Communications and Contact Center technologies. That leadership is not an accident—it comes through our…
#GetToKnowYourCustomersDay—Personalize for a Better Customer Experience

#GetToKnowYourCustomersDay—Personalize for a Better Customer Experience

  • Jean Turgeon
  • July 17, 2018 | Estimated reading time: 3 minutes to read
  • While #GetToKnowYourCustomersDay has become a Twitter phenomenon, customer appreciation is an everyday thing here at Avaya. We are highly focused not only on our customers,…
In Analytics, Contact Centre Data May be Left Out—Martech Can Help - Avaya

In Analytics, Contact Centre Data May be Left Out—Martech Can Help

  • Anthony Brown
  • June 21, 2018 | Estimated reading time: 2 minutes to read
  • Responsibility for Customer Experience (CX) is spreading throughout organisations. Managing and understanding customers is no longer confined to frontline sales and contact centre staff. It…
Three Ways to Get More From a Workforce Optimization Platform - Avaya

Three Ways to Get More Value from Your Workforce Optimization Platform

  • Mike Butts
  • June 18, 2018 | Estimated reading time: 4 minutes to read
  • It used to be that a brand consisted of a logo and a visual or verbal impression. Today, there are many factors making up—and impacting—your…
Connect Employees & Customers How You Want, When You Want - Avaya

Connect Employees & Customers How You Want, When You Want

  • Fadi Hani
  • June 4, 2018 | Estimated reading time: 2 minutes to read
  • Sometimes it pays to look around you, to take stock of what has changed and what is changing. Today, businesses the world over are transforming,…
Why a World Record-Setting Mentality is Critical in Customer Experience

Why a World Record-Setting Mentality is Critical in Customer Experience

  • Abdullah Ali
  • June 1, 2018 | Estimated reading time: 3 minutes to read
  • Less than four seconds separated gold from silver in the 4x100m women’s freestyle relay final at the 2018 Commonwealth Games, but only just over half…
Artificial Intelligence in Contact Centers—How to Know Your Customers

Artificial Intelligence in Contact Centers—How to Know Your Customers

  • Ahmed Helmy
  • May 31, 2018 | Estimated reading time: 3 minutes to read
  • A customer could once walk into a local shop and be personally greeted by the sales assistant who very often had a one-to-one, direct—and therefore…
Using Blockchain Technology to Measure CX—See Your Happiness Scores

Using Blockchain Technology to Measure CX—See Your Happiness Scores

  • Ahmed Helmy
  • March 20, 2018 | Estimated reading time: 2 minutes to read
  • Today, many of us are celebrating the International Day of Happiness, which is focused on making happiness a greater priority for all of us. We…
Connected Health: The Digital Transformation of Care Innovation

Connected Health: The Digital Transformation of Care Innovation

  • Alison Nicole Haughton
  • March 16, 2018 | Estimated reading time: 3 minutes to read
  • All around the world, across the spectrum of disease, IT is changing our approach to chronic conditions and how we approach connected health. Text messages…