26 Articles Tagged analytics

Avaya Article Thumbnail

Meet Avaya’s Edison Award Gold Winner Blockchain Use Case

  • Nidal Abou-Ltaif
  • April 12, 2018 | Estimated reading time: 3 minutes to read
  • In less than two weeks, we are hosting Experience Avaya Asia-Pacific in Singapore, a city that ranks alongside the likes of Dubai and New York…
Avaya Article Thumbnail

Five Things You Must Do to Shift Customer Experience in 2018

  • Karen Hardy
  • December 11, 2017 | Estimated reading time: 3 minutes to read
  • We all know that to drive competitiveness, you must shift customer experience—and that this is now more important than ever. But shift to what? How?…
Avaya Article Thumbnail

Avaya A.I.Connect Focuses on Improving Companies’ Customer Experiences

  • Jon Alperin
  • November 1, 2017 | Estimated reading time: 4 minutes to read
  • For Avaya, AI is all about people. Sure, there are clearly opportunities to increase automation, to provide higher quality, more natural, more life-like conversational self-service…
Avaya Article Thumbnail

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…
Avaya Article Thumbnail

5 Steps for Mapping Your Customer Journey Transformation

  • Paul Wakefield
  • June 21, 2017 | Estimated reading time: 2 minutes to read
  • A customer journey map puts the user front and center in the organization’s thinking. It shows changes in customer behavior and demonstrates the need for…
Avaya Article Thumbnail

Five Things Every CMO Wants Their CIO to Know

  • Morag Lucey
  • May 30, 2017 | Estimated reading time: 5 minutes to read
  • This article first appeared in CIOReview, May 2017. The reality of today’s digital, customer-centric world is clearer than ever, and it is significantly affecting the…
Avaya Article Thumbnail

A Secret Weapon: See the Full Potential of AI for Your Next-Gen CX

  • Jean Turgeon
  • May 2, 2017 | Estimated reading time: 5 minutes to read
  • If I were to ask how often you engage with a form of artificial intelligence (AI), what would you say? Now, what if I told…
Avaya Article Thumbnail

Customer Journey Analytics vs. Traditional Analytics—Know the Difference

  • Laura Bassett
  • April 24, 2017 | Estimated reading time: 5 minutes to read
  • It’s expected that 60% of all large organizations will develop customer journey mapping capabilities by 2018. Why? Because the average consumer isn’t so average anymore.…
Avaya Article Thumbnail

Next-Generation IT: What Does It Really Look Like?

  • Jean Turgeon
  • March 20, 2017 | Estimated reading time: 5 minutes to read
  • From mainframes to virtualization to the IoT, we’ve come a long way in a very short amount of time in terms of networking, OS and…
Avaya Article Thumbnail

Avaya Predictions for 2017 Services Trends: Top Focus is on Smart Customer-Centric Engagement

  • Sandra Thomson
  • January 12, 2017 | Estimated reading time: 3 minutes to read
  • Recently, we asked six Avaya services experts to help us reflect on the past year and to peer ahead into 2017. Our panel: Richard English,…
Avaya Article Thumbnail

Leveraging Big Data to Fine Tune Customer Experiences

  • Laura Bassett
  • December 6, 2016 | Estimated reading time: 6 minutes to read
  • Whether you realize it or not, big data is at the heart of practically everything we do today. Billboard companies, for example, are now leveraging…
Avaya Article Thumbnail

Personalizing the CX Requires Blood, Sweat, Time and Passion

  • Morag Lucey
  • September 6, 2016 | Estimated reading time: 6 minutes to read
  • Research undeniably proves that personalization is key for delivering amazing customer experiences. (After all, companies can’t provide just one customer experience—rather, they need to provide…
Avaya Article Thumbnail

New Age, New Requirements, More Innovation: Three Ways to Keep Up (Part 3)

  • Jean Turgeon
  • August 31, 2016 | Estimated reading time: 4 minutes to read
  • The 2016 Rio Olympics may be over, but the excitement is still palpable. As I watched the performances from some of today’s most gifted athletes,…
Avaya Article Thumbnail

New Age, New Requirements, More Innovation: 3 Ways to Keep Up (Part 1)

  • Jean Turgeon
  • August 17, 2016 | Estimated reading time: 4 minutes to read
  • When we talk about what has changed within the last 25 years in technology, communications and business, it feels only possible to scratch the surface.…
Avaya Article Thumbnail

When Analytics Is the Answer Are You Asking the Right Questions?

  • Laurent Philonenko
  • May 24, 2016 | Estimated reading time: 8 minutes to read
  • Depending upon what you read, who you follow, the Business Intelligence and Analytics (BI&A) market is valued anywhere from $16.9 billion in 2016, to $41.5…
Avaya Article Thumbnail

Transitioning from Cold Calling to Relationship-Building through the Contact Center

  • Iman Ghorayeb
  • March 1, 2016 | Estimated reading time: 3 minutes to read
  • How often does it happen that you are in the office, maybe exchanging a joke with colleagues or trying to get your head around a…