Is it Time for You to Move to the Cloud?
By David Lover, Vice President Strategy and Technology, ConvergeOne Now is a great time for IAUG members to be planning your move to the cloud – as long as you are doing so for the right reasons. It’s not always the easy “I need to cut my costs” justification that first comes to mind. There […]
Implementing an Avaya Mobile-First Strategy
More and more enterprises are adopting a mobile-first philosophy with Avaya’s Aura platform. Maybe it’s to support their explosive growth of Covid-19 necessitated home office workers or because they’ve realized that this type of architecture and philosophy gives them the ultimate in flexibility or maybe they’ve accepted that this type of model is what their […]
Putting the Customer’s Experience Back into CX | Part II
Editor’s note: Here are more highlights of the Avaya ENGAGE 2020 session, “Putting the Customer’s Experience Back into Customer Experience.” In Part I, I talked about the importance of getting everyone on the same page in identifying the various audiences involved in contact center conversations. I appreciate all the feedback I received, as the article […]
Putting the Customer’s Experience Back into CX | Part I
Editor’s note: Here are highlights of the Avaya ENGAGE 2020 session, “Putting the Customer’s Experience Back into Customer Experience.” As I talk to companies about their contact center projects, I get the sense that many people think that “customer experience” is just another way of saying “contact center.” Not at all! The typical IT/telephony view […]
