How AI Enhances the Human Element of Call Centers

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.

Continue Reading →

Posted in: AI

An Objective Cloud Journey

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.

Continue Reading →

When Robots Attack

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?

Continue Reading →

S2E2: IAUG Nashville Chapter Leader, Adam Geffner

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.

Continue Reading →

S2E1: Steve Forcum, Cloud Solutions Engineering Manager at Avaya

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.

Continue Reading →

S1E5: Alex Morales Pt. 2

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.

Continue Reading →

S1E4: Alex Morales Pt. 1

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.

Continue Reading →

S1E3: Tyler Preder

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!

Continue Reading →

S1E2: Mark Fletcher

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.

Continue Reading →

S1E1: Valentine Matula

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.

Continue Reading →

NVT Phybridge Delivering on the Avaya Promise

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!

Continue Reading →

What is the Modern LAN, and How is it Helping Organizations Modernize to Avaya IP?

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.

Continue Reading →