Articles in CX and Contact Center

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…
Avaya at GITEX 2017: Moving to a True Omnichannel Customer Experience

Avaya at GITEX 2017: Moving to a True Omnichannel Customer Experience

  • Yaser Alzubaidi
  • September 28, 2017 | Estimated reading time: 2 minutes to read
  • As all too many companies have discovered, increasing customer satisfaction, loyalty and advocacy is easier said than done. And when you fall short, customers have…
5 Ways to Become an Omnichannel Customer Experience Pro

5 Ways to Become an Omnichannel Customer Experience Pro

  • Laura Bassett
  • September 7, 2017 | Estimated reading time: 4 minutes to read
  • Consider how much has changed over the last decade in terms of technology and the customer experience (CX). About 10 years ago, the first iPhone…
Six Steps to Take Before Hurricane Harvey Hits Your Communications | Avaya Blog

Be Ready! Six Steps to Take Before a Natural Disaster Hits Your Communications

  • Joey Fister
  • August 25, 2017 | Estimated reading time: 4 minutes to read
  • In what’s shaping up to be an unprecedented hurricane season for the U.S., Avaya wants to ensure that we all review our plans to keep…
Universal Routing is Tao for the Omnichannel Contact Center | Avaya Blog

Universal Routing is Tao for the Omnichannel Contact Center

  • Bernard Gutnick
  • August 24, 2017 | Estimated reading time: 5 minutes to read
  • Is the key to omnichannel simply adding more channels? That is, if you supported every fathomable channel—all of which were seamlessly integrated—would your contact center…
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…