With customers at the heart of every company, organizations who align their business strategies with the evolving demands of their customer base have an advantage. Nowhere is this more true than in contact center environments, which carry the burden of providing a quality customer experience when it is most needed. Automated end-to-end testing and monitoring detects and prevents issues across your contact center IVR applications, infrastructure and networks before your customers are affected. Why put customer experience at risk?
Empirix OneSight serves as the key service-level and problem management engine for contact center operations and IT service management professionals. The latest release of the solution features automated Avaya Aura® profiles for key service-level metrics with out-of-the-box deployment capabilities. Users can establish service-level objectives with pre-existing profiles, and benefit from reduced time to deploy new technologies.
I was able to escape the blizzard-like conditions of New England winter for three sunny days in Las Vegas to attend the Avaya International User Group. Despite the recent restructuring announcement by Avaya, more than 2500 people registered to attend and hear about the latest and greatest that Avaya has to offer. Some highlights of […]
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.
Some companies are already attempting to understand how to deal with BYOD, while others haven’t even begun and are looking for direction. But everyone acknowledges it’s something that can’t be ignored. Whether or not companies officially sanction it is almost a moot point. It’s here and if you don’t find a way to deal with it, you will feel the impact.