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 business objectives.

Empirix Receives Avaya DevConnect Certification for Encrypted and Disaster Recovery/Failover Communications Test Automation

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Encryption

This certification enables agencies to use Empirix test automation to most efficiently, accurately, and cost effectively simulate and test national and regional disaster scenarios, including encrypted communication performance, at high call volumes. This stress testing measures actual voice quality and adjunct systems, such as call recording, in order to ensure their viability in critical scenarios.

Some Post Enterprise Connect Thoughts

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We’ve partnered with some of the world’s leading service providers not only for service assurance, but for contact center assurance testing and test automation as well. Making the business case for SIP Trunking in 2016 seemed akin to making the business case for combustion engines.

Top 10 Metrics to Align Contact Centers with Agile Methodology and Ensure You’re Fit for Business

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Fit for Business

Call centers are never short on metrics, but is the business utilizing the right metrics to ensure they are fit for business? Should those metrics change in an agile environment? The agile methodology for software development has definitely taken center stage, however, it struggles in large organizations with long standing processes and considerable investments in […]