From deepfakes to biases and hallucinations, much has been written about the negative aspects of generative AI tools like ChatGPT.…
If you’re planning to migrate your contact center to the cloud, don’t just move what you already have. Instead, take…
Being able to make a powerful presentation that resonates with senior leadership is an important skill to keep your career…
If you’re moving from Avaya Communications Manager (CM) to Avaya Cloud Office (ACO), Rick Gibbons has some advice about navigating…
When you talk about delivering a great customer experience (CX), which comes first – the technology or the people? For…
After attending Avaya ENGAGE Conference 2024, I wanted to take a moment to share our excitement in participating at the…
Not every organization is racing to put its communications infrastructure in the cloud and invest in generative AI tools. In…
Many IT professionals are wondering what’s next for generative AI tools like OpenAI’s ChatGPT and Microsoft’s Copilot considering all the…
Veteran telecom professionals know that toll fraud has been a problem for decades. Scammers would try to penetrate the PBX…
Verint and Avaya have a long history of success together navigating the always-evolving shifts in the contact center and customer…
If your organization is looking for results, consider Avaya’s new formula for success: CX+EX=BG. To spell it out, offering a…
If your organization is planning an acquisition, divestiture or other major change, the IT department will play a key role…
As pandemic-related disruptions recede into history, IT professionals can look at the evolving technology landscape as they address today’s challenges. …
Mandating blurred backgrounds for video conferences. Not allowing high-level conferences to be recorded. Enforcing the highest global standards for data…
How do you plan a project for a technology that’s constantly changing, with best practices that have yet to be…
New threats and emerging technologies are changing the 2024 cybersecurity landscape. One example is the rapid rise of generative AI-driven…
If you want to deliver an outstanding customer experience (CX), bring AI and humans together as a team. “AI will…
Adopting a growth mindset can help you succeed in the constantly changing technology sector. But it’s not always easy to…
Managing emergencies in schools, campuses, and public events requires efficient and seamless communication. iNEMSOFT’s SEQUENCE™ is an automated, smart communication…
If you are passed over for a promotion, it’s natural to feel upset. You might be angry at the new…
If you want to deliver an outstanding customer experience (CX), bring AI and humans together as a team. “AI will…
IT leaders need to constantly workforce trends, along with keeping up with the latest technologies. After all, a positive employee…
With a little creativity, you can turn your voicemail system into a surprisingly effective tool for addressing communication issues facing…
Author: Jarrod Davis, Product Marketing Manager at Cognigy Lately, AI can seem overwhelming between the pace of innovation and sudden…
If you’ve been in IT for a few years, you probably know about Gartner’s famous “hype cycle” of new technologies…
How are you perceived by other professionals in your organization? Do you have a “can-do” reputation for completing projects successfully?…
Bringing generative AI tools to the contact center can have significant implications for staffing. Agents may be worried about losing…
Delta Air Lines is using generative AI tools to tap its knowledge base in ways that help agents deliver faster…
We are excited to hear the big announcements coming out of Avaya this morning at Enterprise Connect highlighting the new…
While every IT professional would like to see a simple, straightforward path to moving contact centers to the cloud, there…
IAUG board member Mackenzi Eisman has some career advice for women IT professionals. “Go ahead and apply for a new…
While every IT professional would like to see a simple, straightforward path to moving contact centers to the cloud, there…
Are you using generative artificial intelligence (AI) tools to identify when a customer is at risk of leaving your business?…
With more than 400 enhancements in 2023, Avaya continues to advance its vision of innovation without disruption. “We have demonstrated…
It’s not just ChatGPT that can make a difference in your contact center operations. Along with generative AI tools, there…
How can you create a customer experience (CX) roadmap that optimizes cost, revenue, and quality, while still putting the customer…
Now is an ideal time to develop your leadership skills. From contact centers to unified communications to the cloud, IT…
Not long ago, a large U.S. healthcare provider was faced with a dilemma: How to improve its patient access strategy…
As an IT professional, you use your tactical thinking skills every day, whether interviewing a potential hire, assigning a task…
Many contact center initiatives begin with an internal focus, looking for ways to improve current operations. But what if you…
Brace yourself for AI, because ready or not here it comes! “Imagine decades of technology progress packed into a few…
By David Lover, Vice President Strategy and Technology, ConvergeOne Now is a great time for IAUG members to be planning…
By Tim Eddinger, Enterprise Networks Manager, Seneca Food Corporation Two years ago, our company began planning a journey to the…
“Avaya is back.” That’s the key message from the company’s new Annual Report to Customers. From renewed financial strength to…
By Jayne Hogle and Anne Marie Oliver, American Heart Association This is a time when many organizations are wrestling with…
Migrating from on-premise PBX systems to the cloud is a hot topic for enterprise IT leaders. A recent global study…
For contact center leaders wrestling with cloud migration challenges, a “mix-and-match” strategy that incorporates existing on-premise technology may offer the…
This blog is brought to you by iNEMSOFT Many contact center initiatives begin with an internal focus, looking for ways…
This blog is brought to you by iNEMSOFT Moving unified communications (UC) or contact center (CC) infrastructure to the cloud…
Listening to guests and providing them with communication options helps Wynn Resorts personalize the customer experience, according to Jason Stump,…
Editor’s Note: This blog has been written by our September sponsor, iNEMSOFT. Check out their website, www.inemsoft.com. The Importance of Acquiring…
Managing incoming human-to-human calls, texts and chats is a daily challenge for contact center leaders. But before long bot-to-bot conversations…
Without question, recruiting and retaining talented professionals is a priority for IT leaders around the world. IAUG members can take…
As an IT professional, you understand the importance of communications technology to successful digital initiatives. But you may not recognize…
Third in a Series Putting women in technology leadership roles pays off for organizations, according to Dominique Broadway, financial planner,…
Second in a series Anna Crowley, Avaya’s chief human resources officer, has a deep understanding of the challenges involved in…
First in a series Sonya Jackson remembers starting her career as a technician back in 1984. “I drove to the…
Avaya is well ahead of the pack in recognizing how a rewarding employee experience (EX) is vital for delivering a…
With all the daily pressures, it can be difficult for IT professionals to look too far into the future. It’s…
By Adriane Davis IAUG Board of Directors Telecommunications Manager, Stearns Weaver Miller PA Every IT professional can benefit from attending…
By Oscar Moncada IAUG Past President If you are considering attending Avaya ENGAGE 2023, I would say, “Bring your team,…
By Chip Powell, IAUG Secretary/TreasurerInformation Technology Specialist, Legislative Counsel Of California For anyone working with Avaya systems, attending Avaya ENGAGE…
By Mackenzi Eisman, IAUG Board of Directors Manager, Telecommunications, Global Payments Inc. If you’re coming to Avaya ENGAGE from the…
By Slade Besson, IAUG Vice PresidentDirector of Telecommunications and Networking at Nicholls State University Over the years, attending Avaya ENGAGE…
Second of Two Parts To protect employees working from any location, enterprises need to understand a wide range of issues…
First of two parts In an emergency, every second counts. But as more people rely on mobile phones and Internet-based…
When planning a new 911 deployment, enterprises today face a challenging question: Can you pinpoint the exact location of workers…
For Dauphin County, Pennsylvania, moving to Avaya Cloud Office® from a legacy phone system unlocked innovative features and functions including…
For women IT leaders, management and communication skills learned at home can be translated to success at work – and…
By Marilyn Shuck IAUG Customer Community Advocate Through the years, I’ve noticed that many IT professionals shy away from social…
When it comes to cybersecurity risks, a robust IT defense is essential. But technology tools and applications can only go…
When it comes to digital services, customers continually raise their expectations. They want easy-to-use self-service features, coupled with the ability…
Today, the global economy is filled with uncertainties. Will inflation rise or fall? Can stock markets resume their upward climb?…
For IT leaders, one of today’s biggest challenges is orchestrating the many touchpoints your organization offers consumers, such as voice,…
When a UK regional ambulance service migrated from its legacy contact center platform to Avaya OneCloudTM CCaaS, it became clear…
Moving to Avaya Cloud Office (ACO) can bring significant benefits, according to a North American IT professional who presented his…
If you organize large-scale hybrid collaborative sessions, you understand why meeting room interoperability is a concern for enterprises around the…
From artificial intelligence (AI) tools to workforce engagement management (WEM) applications, technology investments can help organizations deliver a world-class customer…
Did you know that France and Germany have different rules for activating new telecom numbers? Or that emergency notification requirements…
Contact center professionals around the world are looking at how AI-based applications like ChatGPT could be deployed to support their…
Have you recently deployed a new solution? Migrated to the cloud? Developed a new application? Addressed a contact center staffing…
Did you know that France and Germany have different rules for activating new telecom numbers? Or that emergency notification requirements…
Becoming a mother is a big step in a woman’s life. But there’s no reason to let the birth of…
Agent retention has been a major headache for IT leaders since the dawn of time – or at least the…
Artificial intelligence (AI) noise removal, auto-answer E911 calls and Microsoft Teams integration are just three of the nearly 300 enhancements…
It may sound like an overstatement of the obvious, but there’s a clear difference between a great listening experience and…
Learning from your peers is an ideal way to troubleshoot, improve operations and advance innovation in the contact center. That’s…
Not long ago, enterprises began adjusting to the rapid growth of mobile devices in the consumer market. But BYOD (bring…
It’s relatively easy to launch a new communication, collaboration or contact center application. But it’s much more challenging to integrate…
Today, enterprises around the world recognize that the contact center is a key driver of business growth and are stepping…
Learning about new technologies, building leadership skills and managing cyber risks are among the top priorities for information technologies, according…
In a year of turmoil and disruption, information technology (IT) professionals were in high demand in 2021. At a time…
When adding AI-enabled speech technology applications, IT leaders have a choice of strategies: invest in best-of-breed tools from a specialized…
Empowering contact center agents can lead to lower turnover, higher productivity and an improved customer experience (CX). But many organizations…
When moving your communications platform to a cloud or hybrid environment, it’s essential to be sure your contract reflects your…
As Avaya shifts to a cloud-based, recurring-revenue business model, IAUG members are taking a close look at the potential customer…
With supply chain concerns and the war in Ukraine affecting organizations around the world, a new Gartner survey shows significant…
Today, more and more customers are using chat, email, text and social media to reach out to your organization. But…
If your organization offers financial, healthcare, business, or professional services, you face a high risk of a cyber attack, according…
Today, everyone on a video call expects the best possible experience, whether working at home, at a desk, in the…
Today’s voice transcription services are just the tip of the iceberg when it comes to potential applications for speech technology…
Today’s hybrid workplace environment poses multiple challenges for IT leaders, including how best to manage an in-house technology team or…
Intelligent routing, sentiment analysis, chatbots and social media analysis are some of the ways artificial intelligence (AI) tools can pay…
Collaboration tools, diverse user experiences and smart meeting room technologies are front and center for IT leaders looking to support…
Most enterprises still rely primarily on on-premises communications systems, Where there are advantages to maintaining control of organizational data and…
While composability is still an emerging concept in the communications sector, it can offer significant benefits to organizations seeking to…
Ted Lango knows that providing automated support to front-line agents in the contact center can be an excellent strategy for…
If you are considering moving at least some of your contact center operations to the cloud, having a solid game…
A cohesive customer experience strategy is crucial for cultivating loyalty, sales growth, and sustained business success. That’s why Avaya is…
What lies ahead for the fast-paced contact center market? Will enterprises need to deploy transformative technology or implement new processes…
With the self-service IVR, customers could easily tell the difference between machine and human assistance. Now, the lines are blurred…
Tapping the Power of Avaya Spaces In today’s work-from-anywhere environment, Avaya Spaces can deliver a professional-level communication and collaboration experience,…
Cyber attackers typically follow certain patterns when trying to breach session border controllers (SBCs) and penetrate an organization’s network. That…
A properly programmed E911 system might have prevented the death of California teenager Jose Manuel Beltran Salas in 2015. When…
To say that the COVID pandemic was a challenge for organizations around the world is certainly an understatement. In March…
U.S. consumers are increasingly comfortable with digital communication channels and are looking for ways to blend them with real-world experiences. …
Cloud migration, contact center as a service, E911 and personalizing customer experiences were key themes for IT professionals from around…
At a time with IT talent is at a premium, it’s risky to make assumptions about a woman’s preferred career…
As principal UC engineer for Alaska Airlines, Dan Olson faces a number of E911 challenges. “We have a lot of…
A properly programmed E911 system might have prevented the death of California teenager Jose Manuel Beltran Salas in 2015. When…
I hope you’re planning to attend Avaya ENGAGE 2021 on December 12-15 in Orlando, Florida. If you’ve been to any…
If you’re updating your organization’s meeting rooms, it’s time to get smart. Adding an artificial intelligence (AI) application to your…
Intelligent automation turns data insights into call center action Call centers generate massive amounts of data, which could be harnessed…
Voice is the most natural way to communicate, and the “stickiest” UCaaS application in the enterprise. Now, speech and AI technologies…
In today’s employment market, IT professionals are in high demand, making it difficult for enterprises to recruit people with the…
Running a legacy PBX is like driving a car with 200,000 miles on the odometer. It is reliable and functions…
When you look at how the millions of businesses around the world work, you learn that each one, as unique…
When enterprises think about UCaaS solutions, the focus typically is on knowledge workers. But in many organizations, it may be…
Like many IAUG members, Lori Wodrich begins her workday with a plan in mind, only to find herself scrambling to…
Phil Quade believes in taking a scientific approach to cybersecurity. “Just as there’s no sense trying to fight the laws…
Last year, the COVID-19 pandemic placed enterprise IT leaders in the spotlight. Senior leadership realized the importance of technology professionals…
Here’s a new survey that won’t surprise any Avaya IT professional. Nearly 80 percent of workers are using collaboration tools…
In the enterprise world, it can take weeks or months for developers to automate an important business process, such as…
A ransomware attack is a nightmare scenario for IT professionals and their organizations. Along with the costs of recovering data…
Whether you are an experienced IT professional or a newcomer to the field, there are always new things to learn.…
Whether your organization is moving to a hybrid workplace this fall or maintaining a work-from-home (WFH) strategy, be prepared for…
Season 9, Episode 3: In the third episode of our Avaya ENGAGE Mini Series, we are joined by IAUG Board…
In the past year, the office workplace has changed dramatically, creating new opportunities for forward-thinking organizations. For example, team collaboration…
Season 9, Episode 2: In the second episode of our Avaya ENGAGE Mini Series, we are joined by IAUG Board…
As artificial intelligence (AI) applications make their way into the contact center and unified communication sectors, IT professionals need to…
Season 9, Episode 1: In the first episode of our Avaya ENGAGE Mini Series, we are joined by IAUG Board…
We’re taking it technical in this blog! By Ruslan MakrushinAvaya Engineer, Rostelecom Digital Technologies Another day has arrived in the…
Longtime Navy Federal Credit Union knows that investing in customer experience (CX) pays off. The longtime IAUG member ranked in…
For Avaya IT professionals, the ability to apply technology investments to business strategies has never been more important. When considering…
IAUG board member Adriane Davis understands the impact a mentor can have on one’s life. “There are many professionals who…
Automation tools and artificial intelligent (AI) assistants are high on the list of contact center investments this year, according to…
Artificial intelligence (AI) applications can benefit contact center operations in many ways. For instance, they can schedule health and wellness…
Effective email security is one of the best ways to prevent costly ransomware attacks, data breaches and wire fraud. Cyber…
Keeping your contact center agents engaged, productive, and accessible—especially given the spike in customer interaction volume over the past year—isn’t…
Nicole Calhoun experienced the pain of racial discrimination at an early age. She was playing in a park with another…
Many things can disrupt employees’ performance and productivity when working from home or another remote environment. It might be a…
In this episode, we are going to be diving into the many ways that IAUG Director Joyce Archer works to…
For IT professionals around the world, improving the customer experience (CX) is a top priority for their organizations. Over the…
Season 8, Episode 5: In this episode, we are going to be exploring the future of UCaaS and ACO and…
For a growing number of enterprises around the world, Avaya OneCloud™ Contact Center as a Service (CCaaS) delivers scalability, security…
Season 8, Episode 4: In this episode, we are going to be exploring the future of Avaya Spaces and the…
It can be easy to measure the financial impact of IT investments that reduce hardware, licensing, trunking or labor costs.…
Does the future of video conferencing lie in delivering a better user experience, updating meeting room systems or looking for…
When looking ahead at the next three years, IT professionals can expect the shift to cloud-based solutions will accelerate. Supporting…
With powerful collaboration tools like Avaya Spaces and Microsoft Teams, the enterprise communication landscape continues to evolve. Today, a key…
When Avaya IT professionals talk about communication, technology is probably the first thing that comes to mind. It might be…
Moving your communications platform to the cloud can solve a number of cybersecurity issues. You don’t have to worry about…
Season 8, Episode 3: In this episode, we are going to be exploring some great ways to manage your time…
As an IT professional, you understand the importance of staying current with technology. That might mean tracking new Avaya solutions,…
Season 8, Episode 1: In this episode, we are going to be exploring the many ways to encourage team engagement…
In 2020, enterprises around the world quickly transitioned to operating their contact centers in a remote environment. While many of…
Season 8, Episode 1: In this episode, we are going to be exploring Damian Leach, IAUG Board Member’s experiences as…
What is call quality and how do we manage it in today’s remote work environment? First of all, it is…
When data centers were housing in a secure, on-premise location and the computer network had a clear boundary, IT organizations…
Communications technology is always changing, but there are some clear trends that will be shaping this sector in 2021, according…
Season 7, Episode 6: In this episode, IAUG Board Member Vivienne Minords and host Kaitlynn Malinowski discuss Viviennes experience transitioning…
If you watch television, it’s hard to escape the advertisements from AT&T, Verizon and T-Mobile about their high-speed 5G networks.…
As an IT professional, you understand the importance of staying current with technology. That might mean tracking new Avaya solutions,…
Season 7, Episode 5: In this episode, Mackenzie Crabtree and host Kaitlynn Malinowski discuss IAUG 2020 in review, and chat…
If you work in telecommunications, you are already living in a bot world. With new developments in machine learning, artificial…
When setting budget priorities for 2021, communications professionals shouldn’t focus all their attention on technology. Along with considering new IT…
Season 7 Episode 4: In this episode, we were joined by Chloe English, a recent graduate of the Avaya sales…
As IT professionals look to the year ahead, one timely issue is delivering the right level of support to enhance…
Season 7 Episode 3: In this episode, we were joined by Adriane Davis, IAUG Chapter Leader. Adriane shared with us…
For enterprise IT professionals, the COVID-19 crisis created opportunities as well as challenges. In many cases, it accelerated the deployment…
Season 7 Episode 2: In this episode, we were joined by Lee Ho at Avaya, Lee shared with us some…
Have you confirmed the identity of everyone participating in your virtual conference session? If you are transcribing or recording the…
Season 7 Episode 1: In this season finale we were joined by Tim Titus, CTO at PathSolutions. We discussed some…
A diverse workforce can help spur innovation in the IT department. It can lead to greater productivity throughout the organization, resulting…
With the ongoing COVID-19 pandemic, enterprises around the world are rethinking how to use their on-premise meeting rooms. How do…
What if you could empower customers to interact effortlessly across touchpoints, fully engage employees, maximize limited resources, and gain the…
Season 6 Episode 6: In this season finale we were joined by Phil Moen, President and CEO at Unimax. We…
More and more enterprises are adopting a mobile-first philosophy with Avaya’s Aura platform. Maybe it’s to support their explosive growth…
Season 6 Episode 5: This week we were joined by Steve Forcum, Senior Technologist at Avaya. We discussed some great…
As technology becomes a strategic driver for enterprises around the world, leadership skills are increasingly important for IT professionals. Today’s…
Season 6 Episode 4: This week we were joined by Jayne Hogle of the American Heart Association. Jayne shared her…
Twenty years ago, Avaya began its journey to global leadership in the communications, collaboration, and contact center markets. While there…
Season 6 Episode 3: This week we were joined by Paul Lang, head of Contact Center Solutions Marketing from Avaya.…
Typically, when you read blog posts about the challenges enterprises face with 911, the focus is on the technical and…
Season 6 Episode 2: This week we were joined by Davide Petramela and Mike Seeley from Avaya. In the second…
Have you confirmed the identity of everyone participating in your virtual conference session? If you are transcribing or recording the…
Season 6 Episode 1: This week we were joined by Davide Petramela and Mike Seeley from Avaya. We discussed the…
Based on demographics, there should be as many women as men in today’s IT organizations. But gender parity is still…
For over thirty years, Unimax has been helping organizations manage their current and past Avaya voice systems. Our Avaya history…
Before the COVID-19 pandemic, video was a solution looking for a problem. Now, it is a solution with an almost…
If you are wondering what the business world will look like in 2021 and beyond, you are certainly not alone.…
As the COVID-19 pandemic continues, IT professionals are assessing their priorities, particularly in collaboration and contact center implementations. With the…
Driven by the COVID-19 pandemic, enterprises around the world are deploying multi-cloud solutions to support remote workers. When done carefully,…
Throughout the world, organizations are deploying cloud-based UC solutions to support their workforces. After launching Avaya Cloud Office™ by RingCentral…
Almost everyone has been plagued by robocalls on a home or mobile phone. Last year, there were 58.5 billion robocalls,…
When the COVID-19 pandemic shut down global economies, many enterprises scrambled to find work-around solutions to keep their contact centers…
Voice is enjoying a resurgence these days. Traditional phone calls are vital for real-time conversations and collaborations in an office…
Today there are billions of sensors, wearables and other devices around the world feeding data into the Internet of Things…
It’s not easy to construct an E-911 system for a single building, and the issues multiply when trying to cover…
It’s no longer enough to pay attention only to the customer experience (CX). To be effective in serving your market,…
If you’ve been wondering about the value of an IAUG membership, consider the practical, expert advice available from Avaya professionals…
Avaya is planning new features and availability for its cloud, collaboration and contact center solutions in 2021. “Our goal is…
Season 5 Episode 6: This week we were joined by Lori Wodrich with the IAUG Board of Directors, and Nathan…
While it’s easy to deploy cloud-based applications, moving the communications infrastructure to the cloud is a much bigger decision. Since…
Season 5 Episode 5: This week we were joined by IAUG’s Mackenzie Crabtree. Mackenzie is the IAUG Community Engagement Coordinator…
Domino’s Pizza, Comcast and BMW are delivering an engaging digital customer experience (DCX). Their investments in people, processes and technology…
Season 5, episode 4: This week we were able to chat with Ross Williams, Chief Operating Officer at Virsae. We…
In today’s work-from-home environment, video collaboration security has never been more important. IT professionals must provide the right tools, training…
Season 5 Episode 3: This week we were joined by IAUG’s Nick Kwiatkowski. Nick is a longtime IAUG member that…
In times of crisis, almost everyone has an urgent need for information – employees, customers, community members – causing businesses,…
Season 5, Episode 2: Welcome to Season 5 of the IAUG Insider Podcast! This season will highlight many topics covered…
Many IT professionals have been in a rapid response mode since the COVID-19 pandemic led to business shutdowns and shelter-in-place…
Season 5, Episode 1: Welcome to Season 5 of the IAUG Insider Podcast! This season will highlight many topics covered…
Collaboration among hospital care teams is essential for positive patient outcomes. Doctors, nurses, laboratory techs and pharmacists all need to…
On this special mini series of the IAUG Insider Podcast, Steve Forcum (Senior Technologist at Avaya) joins Kaitlynn to discuss…
On this special mini series of the IAUG Insider Podcast, Steve Forcum (Senior Technologist at Avaya) joins Kaitlynn to discuss…
Your enterprise may have strict access and authentication policies to reduce the risk of a security breach by an insider. …
On this special mini series of the IAUG Insider Podcast, Steve Forcum (Senior Technologist at Avaya) joins Kaitlynn to talk…
In the short term, CIOs and other communication leaders have been hard-pressed to meet organizational demands in response to the…
Editor’s note: Here are more highlights of the Avaya ENGAGE 2020 session, “Putting the Customer’s Experience Back into Customer Experience.”…
Editor’s note: Here are highlights of the Avaya ENGAGE 2020 session, “Putting the Customer’s Experience Back into Customer Experience.” As…
An in-depth planning process provided the foundation for Arkansas Children’s Hospital to migrate its communications infrastructure to the cloud. “If…
Avaya Mobile Experience can help businesses improve their customer interactions, and offer potential cost savings, according to Dustin Fails, telecommunication…
Community banks, like other financial service providers face a number of challenges in providing a distinctive customer experience and delivering…
While Supporting Business Operations Avaya and its business partners have responded quickly to the unexpected outbreak of COVID-19, donating remote…
Many IT professionals have a deep understanding of communications technology, from voice, text, video and web to the latest applications…
1. Avaya is investing in innovation. “Avaya is investing in blended solutions for enterprise users and gaining momentum in the…
Season 4, Episode 4: On the season four finale of the IAUG Insider Podcast, Kaitlynn is joined by veteran guest…
After serving on the planning team for two years acting as project lead for one, my excitement for Avaya ENGAGE…
Season 4, Episode 3: On this episode of the IAUG Insider Podcast, Kaitlynn chats with James Taylor, the Senior Director…
IT professionals around the world are wrestling with the challenges associated with supporting a remote workforce; ensuring security, providing training,…
Season 4, Episode 3: In this second episode of season 4 of the IAUG Insider Podcast, Marilyn and Hardy continue…
Avaya ENGAGE is one of the best places for telecom IT professionals to make new connections with peers and hear…
Season 4, Episode 1: In the Season 4 premiere of the IAUG Insider Podcast, join Hardy and Marilyn as they…
Consumer preferences are changing faster and faster, disrupting traditional service patterns and challenging organizations to keep up. It takes careful…
In case you haven’t noticed the rush of last-minute gift shoppers at the mall, the ribbons and bows that fill…
According to 5,000 consumers surveyed by Forrester on our behalf, the biggest impediments to good customer service are lack of…
IT professionals know that defending against cyberattacks is a complex task with no guarantees of 100 percent protection. But many…
It’s a topic you’ve probably read a fair bit about. After all, moving the infrastructure that powers your contact center…
Deskphones, softphones and mobile phones – in today’s workforce, there’s no one size fits all for communication choices. In fact,…
“I’m not a lawyer, and I don’t play one on TV.” That is a common line that I say jokingly…
Business leaders rely on analytics to measure the performance of units, teams and individuals. Avaya’s contact center solutions, for instance,…
The executives pile into the conference room and notice that something is missing. “Where’s the phone?” The high-end speakerphone is…
With breach attempts and cyberattacks increasing, many enterprises are looking at artificial intelligence (AI) solutions to identify and thwart incoming…
Many enterprises today are facing a digital talent gap. It can be difficult for IT managers to find enough qualified…
Season 3, Episode 6: On this season finale of the IAUG Insider Podcast, Kaitlynn chats with Oscar Moncada, the Director…
Building brand awareness, engaging prospective customers and adding easily accessible consumer touchpoints are three reasons many enterprises are adding video…
Season 3, Episode 5: On this penultimate episode of this season of the IAUG Insider Podcast, Kaitlynn chats with the…
Veteran IAUG members know that love affair between contact centers and CRM began back in the 1990s, as enterprises realized…
Season 3, Episode 4: On this very special episode of the IAUG Insider Podcast, guest host Mackenzie Evans (IAUG Community…
Many companies struggle with digital transformation. It should be so easy, though – out with the old and in with…
Season 3, Episode 3: On this episode of the IAUG Insider Podcast, Kaitlynn speaks with Mike Kuch, the Senior Director…
It’s no surprise to IT professionals that cyberattacks are on the rise. In recent months, hackers have taken over municipal…
Season 3, Episode 2: On this episode of the IAUG Insider Podcast, Kaitlynn talks to David Chavez, CTO and VP…
Is your IT team looking at knowledge graphs as a new business intelligence tool? By pulling together relevant information from…
Season 3, Episode 1: Tim Eddinger is the Chapter Leader of the Central New York IAUG Chapter, serves on the Attendee…
Mindfulness is something few professionals prioritize in their daily work schedule. When you have back-to-back meetings scheduled on top of…
Unified communication (UC) solutions can promote collaboration regardless of time zone or geographic distance. IT professionals need to simplify the use of these tools and address the other concerns of users for them to be adopted within the organization,.
Migrating can be frustrating and time consuming for technicians, requiring weekends and nights. Without advanced tools, updating 46xx files can be a technician’s nightmare.
On first thought of what AI is, the first thing on most people’s minds is the picture of robots taking over humanity in a near-future apocalyptic dystopia. Or maybe it’s videos of robots from Boston Dynamics performing feats of agility that will give you nightmares. But the reality is, AI – when used responsibly, of course – is becoming an essential part of telephony and can assist in adding a human element in call centers.
Simplifying communications, improving the user experience, and creating excitement about change are top priorities for leading enterprise IT professionals.
In 2019, five generations are sharing the North American workforce: the older Silent Generation, Baby Boomers, Gen Xers, Millennials, and the young Gen Z workers. With their different personal experiences, communication styles, and comfort levels with technology, how can today’s IT leaders set them all up for success?
Contact center environments are complex. A myriad of disparate solutions must seamlessly integrate to facilitate productive and positive interactions between customer service agents and customers. A tall order. It’s hard enough to do the right thing for the customer once you have them on the line. What if they can’t even reach you? Or you them?
Digital Transformation is a misunderstood buzz term. To be sure, Digital Transformation is a thrown-around phrase, but we need to be frank – it’s an ever-increasingly relevant term as more call center infrastructures are seeing the need to adopt cloud solutions.
When considering a Unified Communications as a Service (UCaaS) solution from a provider, pay attention to the user experience, along…
So much has been written about the advantages of cloud operating models: outsourcing of IT complexities, reduced time to market for new business applications and the ability to remain current with the latest technology updates, I will not spend any time covering this subject, it has been well documented.
If your organization is embarking on a digital transformation imitative, it’s essential to set clear and measurable business goals. You should also think about how you will measure your progress and determine if the project has been successful.
Editor’s Note: This blog comes from this month’s sponsor of the IAUG Insider blog, Verint. If you enjoyed this blog,…
Deploying artificial intelligence (AI) application in the enterprise raises a host of issues beyond technology. “We think of AI as being a neutral application, but it’s not,” said attorney Martha Buyer of Buffalo, NY. “You need to understand the inputs, variables, assumptions, and math before knowing how much value to give the outcome.”
Technology changes nearly as quickly as the calendar flips. A new device or upgrade that was trending not long ago…
Like many educational institutions, campus safety is a top priority for Texas Tech University. That’s why the university’s IT team, supported by IR Prognosis and Path Insight, recently rolled out a new E911 system to provide alerts and accelerated responses to emergencies.
For the last episode of Season 2, we’re switching it up! IAUG Community Engagement Coordinator Mackenzie Evans joins the podcast at IAUG HQ and talks about what IAUG is, the benefits of IAUG, what IAUG leaders can do to improve their chapters, and her advice to members who are new to IAUG.
Robocalls are not just for your cell phone anymore and are targeting your enterprise. The problem is growing in scope and intensity and is now to a point where it is hitting the enterprise bottom line, impacting personal productivity by digitally distracting knowledge workers, as well as disrupting revenue generation and customer service activities in contact center operations. Why is this happening and what can your organization do to stop it?
As part of the CTO’s Innovation team at ConvergeOne I get to look at a lot of new technologies, and…
Season 2, Episode 5: In this episode, we’re talking to Product Solutions and Marketing Lead at Avaya, Karen Hardy. I…
Digital transformation is occurring in banking, healthcare, media, logistics, retail, utilities, and many other sectors. As a result, the contact…
Season 2, Episode 4: This episode is a special one. Today’s episode is with IAUG Associate Editor, Richard Westlund. If…
Season 2, Episode 3: In this episode, we’re talking to the Vice President of Innovation and Architecture at Avaya, David…
Artificial intelligence (AI) can play an important role in helping organizations improve their unified communications (UC) infrastructure. However, you have…
Transporting your business forward, by extending architectural operations from premise to cloud involves detailed, defined requirements, as well as a cloud partner that can support and compliment your strategy.
In this episode, we’re talking to the brand-new Nashville IAUG Chapter leader, Adam Geffner. We’ll be talking about his history being an Avaya partner and his story about his rapid transition into becoming an IAUG leader. If you’re listening to this podcast the day it came out, he’s having his first chapter meeting today and we’re excited for him.
What must you do to become the go-to person for driving digital transformation in your organization?
It’s Season 2 and we are excited to bring you another season of episodes! We took a little time off but we’re back and better than ever.
This episode, we’re coming hot out of the gate, as we have Steve Forcum, Cloud Solutions Engineering Manager at Avaya on the podcast.
When I went to Engage, he was one of my favorite speakers, so to have him on the show is an awesome thing for me and I think it will be for you too. In this episode, we chat about his Avaya origin story, Digital Mixology, the cloud, and the ultimate question, what’s better: Marvel or DC Comics.
Change is difficult for most people, especially in the workplace. It takes leadership to be able to handle change and to be nimble to try new things to adapt and combat change.
Artificial intelligence (AI), cloud-based platforms and the Internet of Things (IoT) are changing the communications landscape and driving digital transformation.…
During the IAUG Professional Development webinar, Leading Through Conflict: Staying Cool and Effective through the Toughest Situations, presenter Debra Zabloudil, president and founder of The Learning Studio, taught about why having conflict can be a positive thing to have in the workplace.
In this blog, see how Dustin Fails migrated to from CM 6.3 Physical to CM 7.0 Virtual!
Editor’s Note: This blog has been sponsored and provided by Carousel. Visit them at www.carouselindustries.com for more information. It was…
Colleen has been with IAUG for over 10 years so she has a TON of perspective of the history of the user group and the partnership with Avaya. We talk about the biggest changes she’s seen throughout the history of IAUG and ENGAGE, what makes ENGAGE special compared to other events and what to expect from Avaya ENGAGE 2020.
Artificial intelligence (AI) has great potential for improving customer service, according to Dr. Val Matula, vice president and CTO, Emerging Products & Technology, Avaya.
This is the fifth episode of the Engage series and it’s a special one it’s part two of two episode with IAUG New York City chapter leader Alex Morales.
Nick Kwaitkowski joins us in a hallway at 2019 Avaya ENGAGE and if you’re wanting a dose of tech talk, this is the episode. We talk about the new possibilities of cloud and the business strategies surrounding it, controlling your destiny in the telecom world, and getting people connected with a local user group.
In our work environments, in many cases, our communication departments are siloed from other departments, which increases the possibility of…
If you’ve ever wondered what it was like to take a fledgling IAUG chapter and make it one of the most vibrant, you’ll want to listen to this episode. Alex Morales went from being a message board regular behind the keyboard to an IAUG powerhouse of a chapter leader and speaker and we get into Alex’s transformation in this episode.
It’s a sunny day for businesses considering shifting their unified communication (UC) and contact center (CC) operations to the cloud.…
This is the third episode of the Engage series and it features IAUG member Tyler Preder. He works at the University of Washington and he
We talk about how Tyler got into the telecom industry, his quick brush with going to school for mathematics and how that applies to telecom, his passion for stopping robocalls and spam and much more!
This week on the IAUG Insider blog, NVT Phybridge presents a Telecom Reseller podcast interview with IAUG Member and IoT Pioneer Award Winner Nick Kwiatkowski.
This episode features Avaya veteran and fellow podcaster Mark Fletcher. If you spend enough time in the IAUG community, you’ll soon find out certain people have their “thing”. Well, Mark Fletcher has multiple “things”.
First of all, he’s passionate about all things 911.
Second of all, he’s a huge part of the IAUG community where he spearheaded Avaya podcasts.
We talk about the origins of Karrie’s law, a law that he had a major part of developing and supporting, and leaving legacies through our professions. We talk about how he got into podcasting and why he thinks podcasting’s the same as telecom.
When I graduated from college, I was in a precarious position. With an English degree in hand and no real…
The IAUG Insider Podcast will start with a series with interviews from IAUG Engage from Austin, Texas. We’ve had some great conversations with Avaya higher-ups and community members who share their industry expertise, opinions, and overall interesting conversations.
And like any good publication, we want to know what you’re interested in and what you want to hear. If you have any suggestions, please let me know on Twitter @IAUGMatthew or @IAUG.
The first conversation is with Avaya CTO and VP of Emerging Products and Technology, Valentine Matula. I brought along IAUG member Nick Kwiatkowski along for the chat to lend his voice to the conversation as well. We had this conversation in a hallway at Austin Convention Center and I think you’ll enjoy it.
Implementing a digital customer experience can lead to higher satisfaction scores, and increases in new business, while reducing operational costs,…
Adapted from NVT Phybridge case studies A U.S. school district, government agency and university are among the many Avaya customers who have…
Your existing analog/digital communication system has served you well. However, Avaya IP solutions provide organizations with greater flexibility, reliability, and mobility while delivering customization options to fit your exact business needs. If infrastructure barriers have held you back from achieving superior communications, NVT Phybridge is here to get you across the finish line!
If you have a CS1000 or Communication Manager (CM), you’re probably still satisfied with its reliability. But at the same…
Today, information needs to flow fast than ever. That’s true for IAUG’s publications, as well as the rest of the technology world. We know our readers want news and feature articles that are both timely and relevant to their organizations.
Avaya IP solutions provide organizations with better voice quality, communication efficiency, and mobility – to name a few. Bottom line, an Avaya IP voice solution allows the modern workforce to facilitate more effective interactions in today’s fast-paced business environment; whether they’re at the office, traveling or working from home. However, many organizations struggle with establishing the necessary physical infrastructure to support these intelligent systems.