For many organizations, maintaining on-premises communication systems like Avaya Communication Manager (CM) can become a challenge as they approach end…
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…
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…
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…
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…
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…
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…
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,…
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 Chip Powell, IAUG Secretary/TreasurerInformation Technology Specialist, Legislative Counsel Of California For anyone working with Avaya systems, attending Avaya ENGAGE…
By Slade Besson, IAUG Vice PresidentDirector of Telecommunications and Networking at Nicholls State University Over the years, attending Avaya ENGAGE…
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…
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…
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…
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…
Learning from your peers is an ideal way to troubleshoot, improve operations and advance innovation in the contact center. That’s…
When adding AI-enabled speech technology applications, IT leaders have a choice of strategies: invest in best-of-breed tools from a specialized…
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…
Today’s hybrid workplace environment poses multiple challenges for IT leaders, including how best to manage an in-house technology team or…
Collaboration tools, diverse user experiences and smart meeting room technologies are front and center for IT leaders looking to support…
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. …
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…
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…
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…
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…
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…
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…
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…
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…
More and more enterprises are adopting a mobile-first philosophy with Avaya’s Aura platform. Maybe it’s to support their explosive growth…
As technology becomes a strategic driver for enterprises around the world, leadership skills are increasingly important for IT professionals. Today’s…
Typically, when you read blog posts about the challenges enterprises face with 911, the focus is on the technical and…
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…
Before the COVID-19 pandemic, video was a solution looking for a problem. Now, it is a solution with an almost…
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…
It’s no longer enough to pay attention only to the customer experience (CX). To be effective in serving your market,…
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…
Many IT professionals have been in a rapid response mode since the COVID-19 pandemic led to business shutdowns and shelter-in-place…
Your enterprise may have strict access and authentication policies to reduce the risk of a security breach by an insider. …
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…
Avaya Mobile Experience can help businesses improve their customer interactions, and offer potential cost savings, according to Dustin Fails, telecommunication…
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,…
Consumer preferences are changing faster and faster, disrupting traditional service patterns and challenging organizations to keep up. It takes careful…
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…
Many companies struggle with digital transformation. It should be so easy, though – out with the old and in with…
It’s no surprise to IT professionals that cyberattacks are on the rise. In recent months, hackers have taken over municipal…
Is your IT team looking at knowledge graphs as a new business intelligence tool? By pulling together relevant information from…
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,.
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.
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…
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…
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…
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.