Some Post-IAUG Thoughts

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IAUG

After attending Avaya International Users Group in Orlando, I’m really excited about Avaya’s direction with Avaya Oceana™ centered around the Avaya Breeze engagement platform. It offers contact centers much more direct control over the mapping of the customer journeys. Direct control enables organizations to customize customer experience improvements based on real-time information and their own […]

Voice Biometrics, WebRTC and More at SpeechTEK 2013

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Voice Biometrics

SpeechTEK 2013 in New York City this week was a very successful event. I’ve been attending this event for more than 10 years, and while the trade show area was a bit smaller this year than in past years, the quality of attendees, discussions with customers and conference sessions were outstanding. Voice Biometrics One of […]

WebRTC: Customer Service Evolution

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Customer Service Evolution

Avaya recently published a blog post by Val Matula about how “WebRTC is bringing Customer Service of the Future to the Present.” The piece does a great job helping to explain the key values that will help contact centers evolve into creating a better customer service environment. As I mentioned in the podcast “Testing, Analyzing and […]

SIP 101: Ensuring Successful Implementation

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SIP 101

Once you have performed the right steps to prepare for SIP deployment (see my previous post on SIP), it’s a good time to discuss the next part of your journey: successful SIP implementation. I will be discussing this process in greater detail at the International Avaya Users Group (IAUG) next week, but here’s a sneak […]

User Experience in the BYOD Era

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BYOD Era

You can’t read through a technology website or magazine without finding an article about Bring Your Own Device (BYOD) or some other similar acronym describing how employees are bringing their own personal devices to the office. BYOD is accelerating faster than any adoption of any technology we’ve seen! Some companies are already attempting to understand […]

SIP 101: Preparing for Successful Deployment

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SIP 101

I often hear questions from customers about SIP. SIP can mean different things to different people. SIP trunking, end to end SIP, SIP for voice and video, SIP in the contact center –those are just a few of the variations that come to mind. For purpose of this post and others to follow, as well […]