29 Articles Tagged Support

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…

Engaging in Multi-Vendor Collaborative Support

  • Carl Knerr
  • March 10, 2015 | Estimated reading time: 2 minutes to read
  • Periodically, in my personal life, I will use video conferencing technology on my PC to talk with family and friends. I’ve recently been having problems…

How Avaya Augments the Work of its Support Engineers

  • Carl Knerr
  • February 9, 2015 | Estimated reading time: 3 minutes to read
  • In late January, Microsoft announced a virtual reality project called HoloLens. The reviews of the prototypes have been positive, and I can see why: Virtual…

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…

Keep It Real, Open, and in Real Time!

  • Pat Patterson
  • October 15, 2014 | Estimated reading time: 3 minutes to read
  • As the Cloud gains momentum in 2014, so has crowdsourcing, one of seven 2014 emerging trends that we identified ten months ago. Thanks to gamification,…

Avaya Diagnostic Server Delivers Unprecedented Network Visibility

  • Sandra Thomson
  • May 15, 2014 | Estimated reading time: 2 minutes to read
  • Have you ever worked on a trouble ticket from a contact center agent reporting poor audio quality and you can’t seem to pinpoint the root…

5 Things You Need to Know about Avaya’s Product Lifecycle

  • Carl Knerr
  • April 2, 2014 | Estimated reading time: 3 minutes to read
  • Happy April, readers! As I look out my window, the signs of spring are finally here. The temperatures are (mostly) staying above freezing here in…

Why Tablets Should Be Part of Your Customer Service Strategy

  • Luke Stangel
  • March 11, 2014 | Estimated reading time: 2 minutes to read
  • Consumers in the digital age want it all. Not only do they expect brands to provide the traditional service platforms of call answering and email,…

The Top 7 Communications Trends for 2014

  • Pat Patterson
  • December 17, 2013 | Estimated reading time: 4 minutes to read
  • Each year brings breakthroughs, evolutions and benchmarks in equipping organizations and individuals through technology. These new developments have implications for IT departments and the broader…

The Great Tech Thaw: Are You Ready?

  • Pat Patterson
  • December 3, 2013 | Estimated reading time: 3 minutes to read
  • Signs of invigorated business spending in 2014 are evident in double-digit CapEx growth predictions by leading global asset managers. Many IT managers, having seen budgets…

Data Center Automation: Why Are We Still Sending Humans to Do a Machine's Job?

  • Luke Stangel
  • August 21, 2013 | Estimated reading time: 4 minutes to read
  • Robots are on the rise. One forecaster, the Freedonia Group, predicts that the use of robots in manufacturing globally will grow nearly 11 percent annually…

Don't roll that truck

  • Carl Knerr
  • August 15, 2013 | Estimated reading time: 3 minutes to read
  • Anyone that works in the communication space knows that VoIP has been transformative, and with the evolution to SIP, the features and scenarios that can…

Why Social Media is the New Customer Service Channel (Part 1)

  • Carl Knerr
  • January 9, 2013 | Estimated reading time: 5 minutes to read
  • This is the first in a series of three posts about protecting the brand by providing customer service through social media. The second can be…