Making the Move to Avaya Cloud Office: Insights from a Recent Upgrade
For many organizations, maintaining on-premises communication systems like Avaya Communication Manager (CM) can become a challenge as they approach end of life. One of our members, a telecommunications manager at Nelson Mullins, recently faced this challenge and made the strategic decision to upgrade from CM 6 to Avaya Cloud Office (ACO). Their experience sheds light […]
Your Success Formula: CX + EX = BG
If your organization is looking for results, consider Avaya’s new formula for success: CX+EX=BG. To spell it out, offering a great customer experience (CX) and employee experience (EX) leads to business growth (BG). Avaya CEO Alan Masarek and other senior executives at Avaya ENGAGE focused on the benefits of focusing on your customers and supporting […]
10+ Tips for Managing Organizational Change
If your organization is planning an acquisition, divestiture or other major change, the IT department will play a key role in driving the communications program. That likely will mean a series of extra tasks and responsibilities on top of your day-to-day operations. It will also require close coordination with your legal, HR, marketing and facilities […]
Tips for Managing Data Security, Compliance and Privacy
Mandating blurred backgrounds for video conferences. Not allowing high-level conferences to be recorded. Enforcing the highest global standards for data privacy. These are some of the ways enterprises are navigating the challenges of data security, compliance and privacy, according to Sorell Slaymaker, principal consulting analyst, TechVision Research. “Today, you have to balance user convenience with […]
Countering Emerging Cybersecurity Threats
New threats and emerging technologies are changing the 2024 cybersecurity landscape. One example is the rapid rise of generative AI-driven capabilities of cyber criminals, such as phishing, malware, deepfakes. About half the experts surveyed in a recent World Economic Forum report, “Global Cybersecurity Outlook 2024,” agreed that generative AI will have the most significant impact […]
For the Best CX, Bring AI and Humans Together as a Team
If you want to deliver an outstanding customer experience (CX), bring AI and humans together as a team. “AI will not make humans irrelevant,” said Dr. Ayanna Howard, Ph.D., in her keynote talk on “Demystifying the Myth of Human vs. AI.” Instead, the advances in AI, such as ChatGPT and other generative AI tools, can […]
For the Best CX, Bring AI and Humans Together as a Team
If you want to deliver an outstanding customer experience (CX), bring AI and humans together as a team. “AI will not make humans irrelevant,” said Dr. Ayanna Howard, Ph.D., in her keynote talk on “Demystifying the Myth of Human vs. AI.” Instead, the advances in AI, such as ChatGPT and other generative AI tools, can […]
Workforce Trends for 2024: What IT Leaders Need to Know
IT leaders need to constantly workforce trends, along with keeping up with the latest technologies. After all, a positive employee experience is vital to providing excellent service to internal clients, as well as external customers. A productive and engaged contact center agent or help desk representative is essential for delivering a great customer experience (CX), […]
Using Voicemail to Solve Business Challenges
With a little creativity, you can turn your voicemail system into a surprisingly effective tool for addressing communication issues facing your organization. “Voicemail systems have never been just three rings to voicemail,” said Jayne Hogle, director, unified communications, American Heart Association, in an IAJG Wired session, “Solving Business Challenges with Voicemail.” In fact, Aura Messaging […]
Are You Building a Customer Technology Platform?
If you’ve been in IT for a few years, you probably know about Gartner’s famous “hype cycle” of new technologies that everyone seems to be talking about. (Does ChatGPT ring a bell?) But Gartner’s analysis also points to emerging trends that could change your thinking about the years ahead. A good example is the customer […]
