Articles in CX and Contact Center

Where in the world is Santa

Where in the World Is Santa?

  • Jerry Dotson
  • December 18, 2018 | Estimated reading time: 3 minutes to read
  • ‘Twas the night before Christmas, the contact center was quiet, Not an agent was stirring, not even a pilot. The vacation requests were logged by…
What Difference Does 5 Years Make?: Millennial Channel Preference

What Difference Does 5 Years Make?: Millennial Channel Preference

  • Guest Contributors
  • November 15, 2018 | Estimated reading time: 3 minutes to read
  • This blog is authored by Krista Capone, Sr. Manager, Corporate Marketing at C3i Solutions. Krista has over 10 years' experience leading marketing, branding, lead generation…
CX Being Led by Humans, Not Bots—Hear More from Avaya at AI & Big Data Expo

CX Being Led by Humans, Not Bots—Hear More from Avaya at AI & Big Data Expo

  • Bruce Rosen
  • November 14, 2018 | Estimated reading time: 2 minutes to read
  • I’ve been on the road the past several weeks, listening to organizations describe the digital transformations they are trying to implement to improve their customer…
Next-Gen Unified Communications & Collaboration is All About Convergence

Next-Gen Unified Communications & Collaboration is All About Convergence

  • Dino Di Palma
  • November 7, 2018 | Estimated reading time: 4 minutes to read
  • I’m a big fan of “The Office,” both U.K. and U.S. In season 7 of the U.S. series, temp-turned-boss-turned-con Ryan (portrayed by the ever-talented B.J.…
AI isn’t Artificial in the Contact Center—Here’s Why it Works

AI isn’t Artificial in the Contact Center—Here’s Why it Works

  • Paul Lang
  • November 6, 2018 | Estimated reading time: 4 minutes to read
  • I recently had the pleasure of co-hosting a webinar with leading Communications Industry Analyst Sheila McGee-Smith titled “How AI Drives Results in the Contact Center”…
Three Frightening Contact Center Problems Solved with Cloud

Three Frightening Contact Center Problems Solved with Cloud

  • David Rollison
  • October 25, 2018 | Estimated reading time: 2 minutes to read
  • It’s the spookiest time of the year, and not just because contact centers like yours are about to head full bore into the holiday rush.…
Channel Surfing: How Do Consumers Engage with Your Brand?

Channel Surfing: How Do Consumers Engage with Your Brand?

  • Guest Contributors
  • October 25, 2018 | Estimated reading time: 3 minutes to read
  • This blog is authored by Dale Conwell, Vice President, C3i Solutions. Dale's primary focus is developing innovative solutions for companies in consumer packaged goods, food…
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,…