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 […]
Tips for Operating Contact Centers in a Remote Environment
In 2020, enterprises around the world quickly transitioned to operating their contact centers in a remote environment. While many of the immediate challenges were overcome, there are still issues regarding the connectivity, applications and support for remote agents. For instance, call quality may not be as good when agents who work from home (WFH) have […]
How the Pandemic Is Reshaping IT Priorities
As the COVID-19 pandemic continues, IT professionals are assessing their priorities, particularly in collaboration and contact center implementations. With the 2021 budget season approaching, IT leaders need to determine the best use of those dollars and build a convincing case for senior leadership. “Most companies say the pandemic experience will change their collaboration strategies,” said […]
Are You Looking for a Flexible Contact Center Solution?
When the COVID-19 pandemic shut down global economies, many enterprises scrambled to find work-around solutions to keep their contact centers operating. No longer could dozens or hundreds of agents gather in one facility, sharing an on-premise platform under the guidance of a team of supervisors. Instead, enterprises rapidly deployed Avaya’s cloud-based solutions to support agents […]
Guiding First Responders to Emergency Locations
It’s not easy to construct an E-911 system for a single building, and the issues multiply when trying to cover an office complex or educational campus. Then multiply those challenges by 100 or more to get an idea of what it takes to deploy a system across an entire state. “We have dozens of situations […]
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 […]
A User’s Perspective on Avaya Mobile Experience
Avaya Mobile Experience can help businesses improve their customer interactions, and offer potential cost savings, according to Dustin Fails, telecommunication network administrator, ACS Technologies in Florence, South Carolina. “We were able to save on toll calls and enhance or disaster response capabilities,” said Fails at an Avaya ENGAGE 2020 session, “How Avaya Mobile Experience Can […]
Transforming a Bank’s Traditional Call Center
Community banks, like other financial service providers face a number of challenges in providing a distinctive customer experience and delivering consistent service across web, contact center and retail platforms. But Community Bank, N.A., a 250-branch institution based in upstate New York, found a cost-effective solution through Avaya and its business partners that also improved branding […]
