Articles in CX and Contact Center

Smile! You just Video called a Contact Center for Support

  • Pat Patterson
  • June 17, 2013 | Estimated reading time: 3 minutes to read
  • In the past, we have discussed the best of both clouds, how to select a managed service provider and Ava the avatar. Another fast growing…

Why is VDI such a hot topic in the Contact Center?

  • Laura Bassett
  • June 10, 2013 | Estimated reading time: 5 minutes to read
  • Today I have the privilege of introducing to you our newest guest blogger: Mike Harwell. Mike began his career as a contact center agent working…

Coming Soon @IAUG #Converge2013: @Avaya Contact Center Portfolio Strategy and Roadmap

  • Guy Clinch
  • May 31, 2013 | Estimated reading time: 2 minutes to read
  • Avaya Tech Talk 015: with Linda Dotts and Laura Bassett about the Avaya Contact Center Portfolio Strategy and Roadmap at IAUG CONVERGE2013 Listen now! Synopsis:…

Drinking our own Champagne!

  • Laura Bassett
  • May 30, 2013 | Estimated reading time: 6 minutes to read
  • Here at Avaya we create some darn good solutions if I do say so myself, so I refuse to use that old "eating our own…

#Converge2013: @IAUG Member Advocacy, Got Issues Get Action!

  • Guy Clinch
  • May 30, 2013 | Estimated reading time: 8 minutes to read
  • Avaya Tech Talk 014: with Bill Moore a member of the Board of Directors of the International Avaya User Group (IAUG) Listen now! Synopsis: In…

Coming Soon @IAUG #Converge2013: Avaya Automated Experience Management

  • Guy Clinch
  • May 24, 2013 | Estimated reading time: 2 minutes to read
  • Avaya Tech Talk 012: A Conversation with Tore Christensen Listen now! Download your copy: Synopsis: In this episode of my Avaya Tech Talk podcast I…

Coming Soon @IAUG #Converge2013: Avaya Labs Review of Consumer Technology Trends 2013

  • Guy Clinch
  • May 22, 2013 | Estimated reading time: 2 minutes to read
  • Avaya Tech Talk 011: A Conversation with Dr Valentine C Matula of Avaya Labs. Listen now! Download your copy: Synopsis: During this edition of my…

An Insider's Guide to Avaya's Customer Service Transformation - People, Processes, and Technology

  • Pat Patterson
  • May 21, 2013 | Estimated reading time: 5 minutes to read
  • In a previous blog Gail Kibbe touched on the evolution of the Avaya Support Website (ASW), which has been key to improving Avaya customer support.…

How We Built Avaya's Own Version of Khan Academy

  • Carl Knerr
  • May 15, 2013 | Estimated reading time: 11 minutes to read
  • 974 videos, 2,159 subscribers, 272,211 video views - all in just 17 months. Those are the key stats around the Avaya Mentor program, our fast-growing…

A Path to Profitability in the Contact Center? Definitely!

  • Laura Bassett
  • April 23, 2013 | Estimated reading time: 3 minutes to read
  • Today I have the privilege of introducing to you our newest guest blogger: Steve Hofer. Steve has been evangelizing Customer Experience Management and contact center…

Digging Deeper Into Customer Experience Management

  • Laura Bassett
  • April 8, 2013 | Estimated reading time: 5 minutes to read
  • Today you'll be hearing from a guest blogger who I had the pleasure of introducing a few months ago. John Quaglietta has extensive hands-on learning…

Delivering the Connected Enterprise at Enterprise Connect

  • Laura Bassett
  • March 22, 2013 | Estimated reading time: 3 minutes to read
  • What is the connected enterprise? Well - it's gone way past connecting tin cans together with a string! It's certainly about making sure your employees…

How Speech Analytics Helped These Three Contact Centers

  • Luke Stangel
  • March 21, 2013 | Estimated reading time: 3 minutes to read
  • WebRTC and cloud felt like the belles of the Enterprise Connect 2013 ball (read about Avaya's new Collaborative Cloud and involvement in WebRTC here). No…

The Four Ways That Contact Centers Are Innovating

  • Luke Stangel
  • March 19, 2013 | Estimated reading time: 3 minutes to read
  • "The UC (Unified Communications) wave has passed; we're back in control," joked analyst Sheila McGee-Smith at the beginning of her Monday panel discussion on the…

Nine Hurdles That Call Centers Place In Front Of Their Customers

  • Luke Stangel
  • March 12, 2013 | Estimated reading time: 10 minutes to read
  • Note: This piece is adapted from a podcast by UK psychologist, Donna Dawson, that appeared in a magazine published by communications solution provider and Avaya…