Contact Center of the Future: 5 Essential Investments

As the white-hot core of customer experience, the contact center needs to fundamentally evolve for organizations to remain competitive in an increasingly digital world. But what kind of changes are we talking about? What does this “new contact center” look like? Research suggests five essential investments for navigating the contact center of the future: Effortless …

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Application Ecosystems and the Future of the Contact Center

Digital transformation is about creating experiences that matter, but what does this look like within the contact center? Effortless self-service, agent augmentation, interaction insights, smart pairing…nowhere close to what one vendor alone offers today. This is where we see the benefits of an application ecosystem approach, which allows organizations to flexibly assess and adopt the …

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Seven Reasons to Say Yes to Cloud Communications

Many IT and business leaders believe that shifting communications to the cloud is risky. The reality is that not moving can be far riskier (as in, “your company could be nonexistent five years from now” riskier). In today’s fast-paced digital business era, seeing changes in the market and responding quickly is the key to success. …

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Creating a Contact Center for Your Startup or Small Business

Startups and small businesses (between 5-100 employees) arguably stand to gain the most from digital transformation. Research from Forbes, for example, shows that start-ups can increase revenue by 34% relying on digital-first strategies, compared to 23% for enterprises. Maybe you started a business from your couch and are now finding the need for more resources …

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Avaya Extends AI and Cloud Integration with Google Cloud To Provide Customers with More Intelligent, Flexible Solutions

Google Cloud Next ‘19 – San Francisco, Calif. – April 10, 2019 – Avaya Holdings Corp. (NYSE: AVYA), a global leader in solutions to enhance and simplify communications and collaboration, is furthering its integration with Google Cloud to fully leverage the AI and cloud capabilities of both companies, providing Avaya clients with new capabilities to enhance …

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Avaya builds out cloud strategy with new private cloud delivery model

Avaya’s cloud strategy in the past could never be described as crisp, but major changes were announced at Engage to change that, with new OneCloud branding and ReadyNow enterprise bundles to bring solutions to market quickly. AUSTIN – At Avaya Engage here on Monday, Avaya continued to unfold its cloud strategy, announcing a new private …

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Avaya Gets Jiggy With Public Cloud

Serves up new as-a-service delivery model for IP Office, and opens new marketplace for quick, easy UCaaS and CCaaS purchases. Avaya has taken the covers off a new delivery model for its unified communications-as-a-service (UCaaS) offering and contact center as service (CCaaS) solutions, showing it’s serious about public cloud. Introduced today, delivery is available through …

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Avaya Contact Center Technology Helps NORAD Track Santa

Avaya has won a five-year contract with the Australian Department of Defence for contact centre services. Avaya is preparing its Avaya Customer Engagement technology to help set a new record during the 62nd annual NORAD Tracks Santa, scheduled to start Dec. 24 and end on Christmas Day, Dec. 25. During the 23-hour period in 2016, …

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Smart Link Expands Avaya Contact Center

By Andrew Bindelglass – Contributing Writer Earlier this week, Smart Link announced plans to expand its Avaya contact center, which is located in Saudi Arabia. The plan is to hire an additional 600 full time agents, with the employment mainly being drawn from neighboring towns in Saudi Arabia. In addition to expanding the capabilities of Smart Link’s contact …

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