24 Articles Tagged multichannel

5 Ways to Become an Omnichannel Customer Experience Pro

5 Ways to Become an Omnichannel Customer Experience Pro

  • Laura Bassett
  • September 7, 2017 | Estimated reading time: 4 minutes to read
  • Consider how much has changed over the last decade in terms of technology and the customer experience (CX). About 10 years ago, the first iPhone…
In Digital Transformation, Initial Business Discovery is Key | Avaya Blog

In Digital Transformation, Initial Business Discovery is Key

  • Laura Bassett
  • August 2, 2017 | Estimated reading time: 3 minutes to read
  • We’ve all heard the saying: “If a tree falls in a forest and no one is around to hear it, does it make a sound?"…
3 CX Stats That May Change How You Think About Digital Transformation | Avaya Blog

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…
3 Key Steps to Starting Your Company-wide Digital Transformation | Avaya Blog

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…
When it Comes to Your Customer Experience: Ditch Legacy, Go Digital! | Avaya Blog

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…
Customer Journey Analytics vs. Traditional Analytics—Know the Difference | Avaya Blog

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.…
Winning the CX with Apps, Integrated Data Views, Custom Agent Desktops | Avaya Blog

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…
Call it what you will: Multi-channel, Omnichannel—It isn’t about the Contact Center! | Avaya Blog

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…
Get out of the Queue: Drive Your CX with Attribute Matching | Avaya Blog

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…
Multi-touch matters more than multi-channel and omnichannel solutions. Avaya Oceana is the answer.

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…
Avaya IP Office takes into account midsize businesses’ needs for simplicity and affordability.

Make or Break: The Customer Experience Imperative for Midsize Businesses

  • Karen Hardy
  • December 1, 2016 | Estimated reading time: 5 minutes to read
  • According to the Wall Street Journal, 2016 Thanksgiving and Black Friday sales have already accounted for more than $3 Billion in “desktop spending”—aka, e-commerce. While…

The 5 Reasons Why I Joined Avaya Global Support Services

  • Carl Knerr
  • February 3, 2015 | Estimated reading time: 4 minutes to read
  • A couple months ago, I found myself around the family kitchen table attempting to explain to my wife why I was considering leaving my current…

4 Reasons Why a Complete Customer Experience Strategy Must Include a Unified Contact Center and Workforce Optimization Solution

  • Laura Bassett
  • October 14, 2014 | Estimated reading time: 2 minutes to read
  • We know that a huge shift in customer service is underway, driven, for the most part, by increasing consumer demands and expectations. The challenge is…

Get Callers Off Hold With Avaya Innovations Award Winner Webtext

  • Mark J. Fletcher, ENP
  • September 12, 2014 | Estimated reading time: 9 minutes to read
  • Avaya Tech Talk host Mark Fletcher interviews Guy Clinch, a member of the board of advisors of Webtext (An Avaya DevConnect company and two-time winner…

The First Step to Omnichannel is to ‘Channel’ Your Favorite Team of Superheroes

  • Laura Bassett
  • August 25, 2014 | Estimated reading time: 4 minutes to read
  • In our last blog, Omnichannel Customer Service: Function or Fad?, we defined omnichannel customer service and discussed what an omnichannel experience looks like. However, we…

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.…