Articles in CX and Contact Center

Why Next-Gen Omnichannel is the Catalyst for Value-Based Healthcare - Avaya

Why Next-Gen Omnichannel is the Catalyst for Value-Based Healthcare

  • Kannan Sreedhar
  • March 5, 2018 | Estimated reading time: 3 minutes to read
  • There’s no denying that value-based healthcare is revolutionizing how healthcare is delivered and paid for. In a way, it is the perfect storm: a shortage…
Using AI in Contact Centers to Create Better Customer Engagement

Using AI in Contact Centers to Create Better Customer Engagement

  • Laura Bassett
  • February 13, 2018 | Estimated reading time: 5 minutes to read
  • I’ve been through quite a few technology trends in my career, and to say Artificial Intelligence (AI) is one of the hottest may be an…
A Closer Look at MiFID II Recording Requirements

A Closer Look at MiFID II Recording Requirements

  • Laura Bassett
  • January 26, 2018 | Estimated reading time: 4 minutes to read
  • The Markets in Financial Instruments Directive II (MiFID II)—arguably the greatest reform to hit Europe’s financial industry—is finally in effect as of January 3, 2018.…
MiFID II: What Do You Need to Know?

MiFID II: What Do You Need to Know?

  • Guest Contributors
  • January 24, 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…
10 Key CX Predictions for Success in 2018 - Avaya Blog

10 Key CX Predictions for Success in 2018

  • Laura Bassett
  • January 16, 2018 | Estimated reading time: 9 minutes to read
  • New year. New goals. New CX Predictions. 40% of executives recently polled by Avaya rate their company’s customer experience as “poor” or “average,” and 93%…
Customer Experience Starts Here – Avaya Connected Blog

Customer Experience Starts Here

  • Laura Bassett
  • December 13, 2017 | Estimated reading time: 2 minutes to read
  • At this point, you know customer experience is the competitive battleground in today’s smart, digital world. When done right, customer engagement can increase revenue and…
Balancing High Tech and High Touch to Maximize Customer Experience - Avaya

Balancing High Tech and High Touch to Maximize Customer Experience

  • Laura Bassett
  • December 6, 2017 | Estimated reading time: 2 minutes to read
  • What does every industry have in common? The critical need to balance high tech and high touch to deliver extraordinary customer experience. Consider hospitality: 70%…
Keeping Up with “NORAD Tracks Santa”—Could Your Contact Center Do This?

Keeping Up with “NORAD Tracks Santa”—Could Your Contact Center Do This?

  • Jerry Dotson
  • December 4, 2017 | Estimated reading time: 4 minutes to read
  • It’s that time of year again! It’s when an Avaya industry-leading contact center solution is put to its ultimate test. Every day, Avaya contact center…
What is Customer Experience? - Avaya Connected Blog

What is Customer Experience?

  • Laura Bassett
  • November 15, 2017 | Estimated reading time: 2 minutes to read
  • Customer experience is now the single greatest driver of organizational growth, competitiveness and revenue … but what exactly is it? Customer experience is the sum…
The Bank Branch Digital Transformation Trifecta

The Bank Branch Digital Transformation Trifecta

  • Laura Bassett
  • November 8, 2017 | Estimated reading time: 4 minutes to read
  • The financial services industry ranks as one of the top markets to experience massive digital disruption in the coming years. So, how will the bank…
How Enterprises can use Chatbots to Enhance Customer Experiences - Avaya

How Enterprises can use Chatbots to Enhance Customer Experiences

  • Bernard Gutnick
  • November 2, 2017 | Estimated reading time: 4 minutes to read
  • At the recent Monage Conference, where Jeff Pulver invited me to speak, I talked about chatbots and shared how they can transform customer experiences for…
Bank Branch Innovation Like Never Before: 5 Brands Redefining Tradition

Bank Branch Innovation Like Never Before: 5 Brands Redefining Tradition

  • Laura Bassett
  • October 25, 2017 | Estimated reading time: 5 minutes to read
  • Sources like CNBC and The Telegraph predict that the retail bank branch will die within the next decade. Research, however, suggests this will fail to…
Recognizing Greatness: NYC311 Drives Next-Gen CX with Major Milestone

Recognizing Greatness: NYC311 Drives Next-Gen CX with Major Milestone

  • Patti Moran
  • October 19, 2017 | Estimated reading time: 2 minutes to read
  • Simple, instant and natural engagement is at the heart of the next-gen CX (Customer Experience). Not every company can effortlessly support such communication, let alone…
Sign of the Times: Avaya at Dreamforce this Year!

Sign of the Times: Avaya at Dreamforce this Year!

  • Laurent Philonenko
  • October 5, 2017 | Estimated reading time: 4 minutes to read
  • When for many companies Dreamforce is simply a given, at Avaya we wanted to connect our presence to a unique value proposition. In all aspects…
Avaya at GITEX 2017: Moving to a True Omnichannel Customer Experience

Avaya at GITEX 2017: See What You Can Make with the Latest Technology

  • Nidal Abou-Ltaif
  • October 2, 2017 | Estimated reading time: 2 minutes to read
  • One thing you can be sure of about Avaya at GITEX 2017 Technology Week: We will stand out from the crowd. We’ve been attending this…