Articles in CX and Contact Center

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 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

  • avayablog
  • 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,…
Best Omnichannel Solution for Your Government Agency | Avaya Blog

The Best Omnichannel Solution for Your Government Agency

  • Jerry Dotson
  • June 26, 2018 | Estimated reading time: 3 minutes to read
  • Budgetary constraints have caused too many government agencies to rely on legacy IT systems that are more than a decade old. Ten years ago, there…
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…