120 Articles Tagged Contact Center

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A Prison Partnership That’s Changing Lives with Intention and Compassion

  • Morag Lucey
  • May 25, 2017 | Estimated reading time: 5 minutes to read
  • As someone who passionately advocates for female empowerment and corporate social responsibility (CSR), you can imagine my excitement when I was invited to visit the…
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3 CX Stats That May Change How You Think About Digital Transformation

  • Laura Bassett
  • May 23, 2017 | Estimated reading time: 2 minutes to read
  • Technologies like Artificial Intelligence, automation, big data, and the Internet of Things have made digital transformation an absolute necessity for organizations. With people, processes, services…
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3 Key Steps to Starting Your Company-wide Digital Transformation

  • Laura Bassett
  • May 16, 2017 | Estimated reading time: 2 minutes to read
  • Stats show that 80% of companies identify “digital transformation” as their top strategic priority—but only 5% feel they’ve mastered it. Why the gap? Achieving a…
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When it Comes to Your Customer Experience: Ditch Legacy, Go Digital!

  • Laura Bassett
  • May 9, 2017 | Estimated reading time: 3 minutes to read
  • The future of business, indeed the future of customer experience, is life as we know it—here and NOW. Organizational success right now, however, depends on…
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Check out the Cool Avaya Omnichannel Contact Center Demos at ICMI

  • Bernard Gutnick
  • April 27, 2017 | Estimated reading time: 3 minutes to read
  • Sometimes you travel to Orlando to really fun destinations. But this May 22-25, when you arrive in Orlando for the 2017 ICMI Contact Center Expo…
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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.…
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CX Experts Agree Customer Journey Maps Help Build Relationships

  • Bernard Gutnick
  • April 3, 2017 | Estimated reading time: 5 minutes to read
  • I recently attended the 2017 MoNage conference, which focused on the Age of Messaging over the Net—a phrase coined by the founder Jeff Pulver. Jeff…
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Winning the CX with Apps, Integrated Data Views, Custom Agent Desktops

  • Laura Bassett
  • April 3, 2017 | Estimated reading time: 5 minutes to read
  • An estimated $6 trillion in global revenue is up for grabs due to dissatisfied customers constantly switching providers, seeking a better customer experience—CX. From finance…
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Customers Explain Why Chatbots Matter for Contact Centers

  • Bernard Gutnick
  • March 28, 2017 | Estimated reading time: 5 minutes to read
  • I recently attended Jeff Pulver’s 2017 MoNage conference to get the latest views on chatbot usage and expectations for serving customers. Jeff Pulver created the…
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Call it what you will: Multi-channel, Omnichannel—It isn’t about the Contact Center!

  • Karen Hardy
  • March 24, 2017 | Estimated reading time: 4 minutes to read
  • At this point, we know that most companies are competing exclusively on the customer experience (83%, according to Dimension Data). McKinsey Insights shows that effective…
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Get out of the Queue: Drive Your CX with Attribute Matching

  • Laura Bassett
  • March 23, 2017 | Estimated reading time: 4 minutes to read
  • At this point, nearly every company is working overtime to realign around two simple words: customer experience (CX). So much so that nearly 90% of…
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2017 Avaya Customer Innovation Awards Honor Five Companies Leading the Way in Digital Transformation

  • Tony Kleckner
  • February 16, 2017 | Estimated reading time: 4 minutes to read
  • Every year, Avaya and IAUG recognize a handful of customers who are innovators. These customers are recognized with Customer Innovation Awards. Last year’s award winners…
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Avaya Demos Wireless Location Based Services at Avaya ENGAGESM Dubai

  • Greg Deffenbaugh
  • December 9, 2016 | Estimated reading time: 5 minutes to read
  • Wireless Location Based Services (WLBS) are usually discussed in the areas of customer or guest engagement. However, there are also valuable use cases in the…
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Verbio Brings Voice Biometrics to Avaya Breeze™

  • Jon Alperin
  • November 8, 2016 | Estimated reading time: 2 minutes to read
  • If you’ve been following the Avaya Connected Blog in recent weeks, hopefully you’ve read about the changes Avaya expects to see in Customer Engagement as…
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Finally… A Contact Center for the Digital Era

  • Gary E. Barnett
  • October 11, 2016 | Estimated reading time: 4 minutes to read
  • Imagine interacting with a company—any company—via your preferred method whenever you want, whether making a phone call, using online chat, sending an SMS, or messaging…
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3 Predictions about The Future of Customer Experience

  • Laura Bassett
  • October 10, 2016 | Estimated reading time: 4 minutes to read
  • Sometimes I know what the fictional Rip Van Winkle must have felt like when he woke up from his 20-year slumber. It seems like only…