New Webcast: The Anatomy of a 5G Network That Can't Fail
How to stay in control of service quality with an at home workforce Day-to-day life has enough challenges. Throw in a worldwide pandemic and our lives are instantly turned upside down. From online grocery shopping, …
Read moreMaintaining Business Continuity in the Face of a Pandemic
The industry’s first and only solution framework that is cloud-native, open, and flexible — by design — with the lowest TCO Empirix® Inc., a leader in end-to-end test automation and network and service performance monitoring, …
As companies continue transitioning their contact centers to the cloud, legacy infrastructures fail to support newer channels such as social media and chatbots. This helps fuel explosive growth in the cloud-based contact center market, which …
Read moreLegacy Contact Centers Rushing to Cloud to Support Emerging Technologies
The hot topics at Avaya ENGAGE have stuck around the last few years: the shift from on-premise to cloud, mobility, the rise of video, the growth of partnerships and ecosystems. “Nothing new, nothing different than …
Read moreMajor Transformations in Unified Communications Are Accelerating, Avaya CEO Says
There are now more than 5 million cloud-based contact center agents working as organizations take advantage of emerging technologies, according to a new study by Synergy Research Group. The number of cloud-based agents surpassed the …
Read moreCloud Contact Center Agent Count Growing by Almost 20% Annually
As I lean into my fifth year with Empirix and the 2020 chapter with Avaya globally, I find myself feeling more and more comfortable with the Avaya personnel. The can-do culture is still intact from …
When we talk about contact center assurance, interactive voice response (IVR) technology tends to monopolize the conversation. Almost everyone knows what a nightmare problematic IVR menus can be. If someone is cursing out a company’s …
Read moreThere’s More to Contact Centers Than IVR Technology
QoE with your businesses’ communication systems determines success Your customers’ satisfaction and loyalty hinges on the quality of their experiences. When there’s a breakdown in a company’s communication environment, customers are the ones impacted first. …
Last time we talked about DevOps in contact centers, we discussed the benefits and challenges of implementing the methodology in corporate cultures and tips on first steps to take. Now let’s talk about test automation …
Read moreTest Automation Best Practices for DevOps Contact Center Environments
So you’ve got to January 13th and you’re still keeping to your New Year resolutions? Well, you’re doing better than half the population who take them up. Apparently January 12th is the deadline that nearly …