66 Articles Tagged Customer Experience Management

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…
Avaya Ready to Emerge from Chapter 11 – Avaya Connected Blog

Avaya Ready to Emerge from Chapter 11

  • Fadi Hani
  • November 28, 2017 | Estimated reading time: 1 minute to read
  • Today is a new day for Avaya—and for our partners and customers. It is also a day that we have been planning and preparing for…
The Experience is Everything in Sports & Entertainment for the Biggest Event in U.S. Football

The Experience is Everything in Sports & Entertainment for the Biggest Event in U.S. Football

  • Andy Steen
  • January 25, 2017 | Estimated reading time: 3 minutes to read
  • Power. Strength. Fortitude. Offense. Defense. These are all factors that will play into the Big Game on AND off the field. Players, coaches, and staff…
Avaya Tops in Gartner’s Magic Quadrant for Contact Center Infrastructure

Avaya Named a Leader in Gartner’s Magic Quadrant for Contact Center Infrastructure

  • Gordon Blackie
  • June 2, 2016 | Estimated reading time: 1 minute to read
  • Avaya is honored to be recognized as a leader in Gartner's Magic Quadrant for Contact Center Infrastructure worldwide. Avaya has been the only vendor having…

Diligent Benefits Tackles Insurance Industry Customer Experience with Avaya Cloud

  • Luke Stangel
  • March 16, 2016 | Estimated reading time: 2 minutes to read
  • Diligent Benefits represents a new breed of financial services provider, armed with innovative technology to deliver a superior experience to consumers researching and purchasing life…

Toll-Free Text: Let Your Customers’ Thumbs do the Talking

  • Andrew Prokop
  • November 4, 2015 | Estimated reading time: 5 minutes to read
  • Technology is a lot like the music business. You can be on top of the charts one day and completely irrelevant the next. The public…

Excellent Customer Service: It’s in our DNA

  • Carl Knerr
  • March 24, 2015 | Estimated reading time: 2 minutes to read
  • Here at Avaya, we’re very proud of the transformation that our Support organization has undertaken over the last few years. We love to show off…

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…

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…

A WebRTC Security Primer

  • Andrew Prokop
  • July 15, 2014 | Estimated reading time: 3 minutes to read
  • There are a number of reoccurring themes in my blog articles and security is near the top of the playlist. If you’ve been a long…

What Do Customers Expect From Their Financial Services Provider?

  • Luke Stangel
  • July 10, 2014 | Estimated reading time: 3 minutes to read
  • What do customers expect from their bank? This is a burning question--one that many banks and insurance companies feel they may have conquered, when in…

Life is a Journey – Don't Let Lack of Coverage Create a Detour

  • Luke Stangel
  • June 11, 2014 | Estimated reading time: 2 minutes to read
  • Are you married? Homeowner? Business owner? No matter which category we fall in to, we have probably had an insurance policy at some point in…

Are Your Agents Driving the Best Results for Your Contact Center?

  • Laura Bassett
  • June 5, 2014 | Estimated reading time: 3 minutes to read
  • Are your agents driving the best results for your contact center? An interesting question perhaps! But here’s a thought: Engaged agents equal happy customers, and…

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…