26 Articles Tagged Contact Centers

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…

We’re Doubling Down on the Cloud-Based Contact Center with Google

  • Luke Stangel
  • March 17, 2015 | Estimated reading time: 3 minutes to read
  • Nearly every business, no matter its size, has some mechanism in place to engage with their customers. For the world’s smallest companies, that’s usually a…

Spring into the Avaya Technology Forum

  • Randy Cross
  • January 29, 2015 | Estimated reading time: 3 minutes to read
  • It’s that time of year, again. The Avaya Technology Forum (ATF) is once more upon us.  Despite the added workload and dizzying deadlines, it really…

Avaya Helps Track Santa This Christmas Eve, and Brings Military Families Together

  • Luke Stangel
  • December 15, 2014 | Estimated reading time: 2 minutes to read
  • Engagement is in our DNA. It’s in the way our teams communicate and collaborate. It’s in our vision for how customers and businesses will interact.…

Avaya + Google: The Who, How, and What of an Exciting Alliance

  • Laura Bassett
  • December 11, 2014 | Estimated reading time: 2 minutes to read
  • Yep, that’s right, two of the best, bringing you the best. Here's the scoop on who, how and what: Who. You may not have heard…

Agents Anywhere: Avaya and Google Collaboration Brings New Flexibility to the Contact Center

  • Val Matula
  • December 10, 2014 | Estimated reading time: 4 minutes to read
  • Every day, hundreds of thousands of customer service agents get in their cars and drive to one of the estimated 66,000 contact centers in America.…

10 Questions to Help You Identify the Ideal Private Cloud

  • Pat Patterson
  • September 3, 2014 | Estimated reading time: 4 minutes to read
  • Companies with contact centers are migrating to the cloud at an even faster pace than we previously noted in June. Many others are moving from…

Why 9-1-1 may NEVER work

  • Mark J. Fletcher, ENP
  • July 31, 2014 | Estimated reading time: 5 minutes to read
  • After a brief hiatus spanning the past few weeks, I have had some time to reflect on the existing problems with emergency calling, and refocus…

Omnichannel Customer Service: Function or Fad?

  • Laura Bassett
  • July 28, 2014 | Estimated reading time: 5 minutes to read
  • The market has a new buzzword. A day doesn’t go by that I don’t see a webcast or event invitation that includes the term omnichannel.…

[Case Study] How Landmark Bank Uses Avaya to Provide Personalized Customer Experiences

  • Luke Stangel
  • July 21, 2014 | Estimated reading time: 2 minutes to read
  • Imagine your local teller--let’s call her Sandy--at your commercial bank of choice. Sandy knows who you are, greets you by name and provides a high…

The Top 7 Communication Trends of 2014 (Mid-Year Scorecard)

  • Pat Patterson
  • July 9, 2014 | Estimated reading time: 4 minutes to read
  • The Summer Solstice has come and gone. We have reached the second half of 2014. Now makes for a particularly good time to take a…

Don’t Have a Pen? Don’t Worry, With Webtext and Avaya Aura®

  • Guy Clinch
  • June 4, 2014 | Estimated reading time: 3 minutes to read
  • In my recent post, Stop Wasting Your Time on Hold and Use Webtext with Avaya Aura, I showed how Webtext Call Directed to Text™ allows…

9-1-1 Apps: The Good, The Bad and The Ugly

  • Mark J. Fletcher, ENP
  • May 28, 2014 | Estimated reading time: 14 minutes to read
  • Fletch: We’re sitting down with Todd Piett, who is the Chief Product Officer at Rave Mobile Safety, and he also sits on the Board of…

Why It Only Takes One Bad Brand Interaction to Scare Off 90 Percent of Customers

  • Luke Stangel
  • May 22, 2014 | Estimated reading time: 3 minutes to read
  • How do you provide great e-commerce service? There is no simple answer, and the proposition becomes more complex with each passing year. Because trends in…

Shining a Global Spotlight on Customer Experience in the Insurance Industry

  • Luke Stangel
  • May 16, 2014 | Estimated reading time: 1 minute to read
  • Today’s insurance customers are very technology savvy and their expectations regarding access to information and customer service continues to grow. The days of calling your…