62 Articles Tagged Customer Engagement

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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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Join us for the Transformational Journey: Avaya Evolutions is Now #AvayaENGAGE

  • Galib Karim
  • April 6, 2017 | Estimated reading time: 2 minutes to read
  • For over 11 years Avaya Evolutions Mexico has been the milestone event for Mexico’s technology market, with over 3,000 visitors in each edition. This year…
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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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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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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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My Thank You Note for the Best Christmas Gift of All

  • Mike Runda
  • January 9, 2017 | Estimated reading time: 3 minutes to read
  • Every Christmas is special. But this Christmas was even more special, thanks to my experience with children young and old who eagerly awaited the arrival…
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Why Multi-Touch Matters more than Multi-Channel

  • Laura Bassett
  • January 3, 2017 | Estimated reading time: 6 minutes to read
  • When it comes to customer service, it seems that change is the only constant. I know you’ve heard it all before; how single channel service…
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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…
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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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Avaya Oceana: Riding the Next Wave in Customer Experience

  • Laura Bassett
  • October 27, 2016 | Estimated reading time: 3 minutes to read
  • Earlier this month, the CFI Group, which issues the annual American Customer Satisfaction Index, issued the Contact Center Satisfaction Index (CCSI). Here are some of…
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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…
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User-Defined Engagement is in Avaya’s DNA

  • Gary E. Barnett
  • September 22, 2016 | Estimated reading time: 3 minutes to read
  • User-defined engagement is our new mantra at Avaya. We dream it, innovate for it, develop it, live it. It is in our DNA. With more…
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What is Happening in the Business Communications Space?

  • Mark Castleman
  • September 1, 2016 | Estimated reading time: 9 minutes to read
  • Over the past few weeks since joining Avaya, many people who know me—and others who don’t—have asked me two very specific questions: What is going…
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Digital transformation: A mindset and a journey, not just technology

  • Laura Bassett
  • June 27, 2016 | Estimated reading time: 2 minutes to read
  • My sister-in-law recently took on a new role managing a team of 16 contact center agents. The other day, she said she doesn’t understand why…