To succeed in telecom in the next few years, IT professionals will need to build teams with new skillsets in…
Today’s powerful AI tools can be deployed to improve the experiences of customers, contact center agents and supervisors, IT teams…
Are you planning on migrating voice services to the cloud? You will need to conduct a careful network assessment and…
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…
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…
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…
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…
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…
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…
If you’ve been in IT for a few years, you probably know about Gartner’s famous “hype cycle” of new technologies…
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…
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…
“Avaya is back.” That’s the key message from the company’s new Annual Report to Customers. From renewed financial strength to…
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,…
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…
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…
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…
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…
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…
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…
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…
If you’re updating your organization’s meeting rooms, it’s time to get smart. Adding an artificial intelligence (AI) application to your…
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 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…
In the past year, the office workplace has changed dramatically, creating new opportunities for forward-thinking organizations. For example, team collaboration…
As artificial intelligence (AI) applications make their way into the contact center and unified communication sectors, IT professionals need to…
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…
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…
For IT professionals around the world, improving the customer experience (CX) is a top priority for their organizations. Over the…
For a growing number of enterprises around the world, Avaya OneCloud™ Contact Center as a Service (CCaaS) delivers scalability, security…
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…
As an IT professional, you understand the importance of staying current with technology. That might mean tracking new Avaya solutions,…
In 2020, enterprises around the world quickly transitioned to operating their contact centers in a remote environment. While many of…
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…
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,…
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…
As IT professionals look to the year ahead, one timely issue is delivering the right level of support to enhance…
For enterprise IT professionals, the COVID-19 crisis created opportunities as well as challenges. In many cases, it accelerated the deployment…
Have you confirmed the identity of everyone participating in your virtual conference session? If you are transcribing or recording the…
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…
As technology becomes a strategic driver for enterprises around the world, leadership skills are increasingly important for IT professionals. Today’s…
Twenty years ago, Avaya began its journey to global leadership in the communications, collaboration, and contact center markets. While there…
Have you confirmed the identity of everyone participating in your virtual conference session? If you are transcribing or recording the…
Based on demographics, there should be as many women as men in today’s IT organizations. But gender parity is still…
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…
While it’s easy to deploy cloud-based applications, moving the communications infrastructure to the cloud is a much bigger decision. Since…
Domino’s Pizza, Comcast and BMW are delivering an engaging digital customer experience (DCX). Their investments in people, processes and technology…
In today’s work-from-home environment, video collaboration security has never been more important. IT professionals must provide the right tools, training…
In times of crisis, almost everyone has an urgent need for information – employees, customers, community members – causing businesses,…
Many IT professionals have been in a rapid response mode since the COVID-19 pandemic led to business shutdowns and shelter-in-place…
Collaboration among hospital care teams is essential for positive patient outcomes. Doctors, nurses, laboratory techs and pharmacists all need to…
Your enterprise may have strict access and authentication policies to reduce the risk of a security breach by an insider. …
In the short term, CIOs and other communication leaders have been hard-pressed to meet organizational demands in response to the…
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…
IT professionals around the world are wrestling with the challenges associated with supporting a remote workforce; ensuring security, providing training,…
Avaya ENGAGE is one of the best places for telecom IT professionals to make new connections with peers and hear…
Consumer preferences are changing faster and faster, disrupting traditional service patterns and challenging organizations to keep up. It takes careful…
IT professionals know that defending against cyberattacks is a complex task with no guarantees of 100 percent protection. But many…
Deskphones, softphones and mobile phones – in today’s workforce, there’s no one size fits all for communication choices. In fact,…
Business leaders rely on analytics to measure the performance of units, teams and individuals. Avaya’s contact center solutions, for instance,…
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…
Building brand awareness, engaging prospective customers and adding easily accessible consumer touchpoints are three reasons many enterprises are adding video…
Veteran IAUG members know that love affair between contact centers and CRM began back in the 1990s, as enterprises realized…
It’s no surprise to IT professionals that cyberattacks are on the rise. In recent months, hackers have taken over municipal…
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,.
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?
When considering a Unified Communications as a Service (UCaaS) solution from a provider, pay attention to the user experience, along…
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.
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.
Digital transformation is occurring in banking, healthcare, media, logistics, retail, utilities, and many other sectors. As a result, the contact…
Artificial intelligence (AI) can play an important role in helping organizations improve their unified communications (UC) infrastructure. However, you have…
What must you do to become the go-to person for driving digital transformation in your organization?
Artificial intelligence (AI), cloud-based platforms and the Internet of Things (IoT) are changing the communications landscape and driving digital transformation.…
Artificial intelligence (AI) has great potential for improving customer service, according to Dr. Val Matula, vice president and CTO, Emerging Products & Technology, Avaya.
It’s a sunny day for businesses considering shifting their unified communication (UC) and contact center (CC) operations to the cloud.…
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…
If you have a CS1000 or Communication Manager (CM), you’re probably still satisfied with its reliability. But at the same…