Introducing Hammer Ohm: Automated Voice Quality Testing for Work-from-Home Environments
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 …
Is visibility enough? Future networks can’t afford to fail. Network outages, interruptions or even a half-second of latency can put business productivity, customer loyalty, and lives at risk. For the past few decades, service providers …
Voice service providers must now implement call authentication technology to comply with newly passed regulations seeking to eliminate fraudulent robocalls. President Trump last week signed the TRACED (Telephone Robocall Abuse Criminal Enforcement and Deterrence) Act …
Read moreVoice Service Providers Face Call Authentication Requirement as TRACED Act Signed into Law