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Category: Case Studies

Best Practices for Meeting Room Interoperability

February 7, 2023 Richard Westlund Leave a comment

If you organize large-scale hybrid collaborative sessions, you understand why meeting room interoperability is a concern for enterprises around the…

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Posted in: Business Strategies, Case Studies

Tips for Reducing Costly Contact Center Turnover

November 29, 2022 Richard Westlund Leave a comment

Agent retention has been a major headache for IT leaders since the dawn of time – or at least the…

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Posted in: Business Strategies, Case Studies, Leadership

Tips for Improving Agent Engagement

August 3, 2022 Richard Westlund Leave a comment

Empowering contact center agents can lead to lower turnover, higher productivity and an improved customer experience (CX). But many organizations…

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Posted in: Case Studies

Some Surprising Trends in Cyber Attacks

June 28, 2022 Richard Westlund Leave a comment

If your organization offers financial, healthcare, business, or professional services, you face a high risk of a cyber attack, according…

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Posted in: Case Studies

Assessing the Risks of Not Moving to the Cloud

May 17, 2022 Richard Westlund Leave a comment

Most enterprises still rely primarily on on-premises communications systems, Where there are advantages to maintaining control of organizational data and…

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Posted in: Case Studies

Making a Successful Migration to CCaaS

April 25, 2022 Richard Westlund Leave a comment

If you are considering moving at least some of your contact center operations to the cloud, having a solid game…

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Posted in: Case Studies

3 Great Reasons to Attend Avaya ENGAGE!

December 6, 2021 Lori Wodrich Leave a comment

I hope you’re planning to attend Avaya ENGAGE 2021 on December 12-15 in Orlando, Florida. If you’ve been to any…

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Posted in: Case Studies, Leadership

Harnessing call center data

November 17, 2021 Matt McConnell Leave a comment

Intelligent automation turns data insights into call center action Call centers generate massive amounts of data, which could be harnessed…

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Posted in: Business Strategies, Case Studies

What to Do With Your Legacy PBX

October 19, 2021 Richard Westlund Leave a comment

Running a legacy PBX is like driving a car with 200,000 miles on the odometer.  It is reliable and functions…

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Posted in: Business Strategies, Case Studies Filed under: Avaya Solutions

Avaya’s Smart IoT Solution Turns Data into Action

June 30, 2020 Richard Westlund 1 Comment

Today there are billions of sensors, wearables and other devices around the world feeding data into the Internet of Things…

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Posted in: Case Studies Filed under: Avaya ENGAGE, CRM, IoT

Guiding First Responders to Emergency Locations

June 23, 2020 Richard Westlund 1 Comment

It’s not easy to construct an E-911 system for a single building, and the issues multiply when trying to cover…

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Posted in: Case Studies Filed under: 911, Contact Center, Innovation

Arkansas Health System Takes a Journey to the Cloud

March 10, 2020 Richard Westlund 1 Comment

An in-depth planning process provided the foundation for Arkansas Children’s Hospital to migrate its communications infrastructure to the cloud.  “If…

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Posted in: Case Studies Filed under: Cloud, Digital Transformation, Healthcare

Transforming a Bank’s Traditional Call Center

February 25, 2020 Richard Westlund Leave a comment

Community banks, like other financial service providers face a number of challenges in providing a distinctive customer experience and delivering…

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Posted in: Case Studies Filed under: Contact Center, Customer Experience

Making Smart CC/CRM Choices

October 1, 2019 Richard Westlund

Veteran IAUG members know that love affair between contact centers and CRM began back in the 1990s, as enterprises realized…

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Posted in: Case Studies Filed under: CRM, Customer Experience, Digital Transformation

Texas Tech Improves Campus Safety with E911

May 29, 2019 Richard Westlund

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.

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Posted in: Case Studies Filed under: 911

Our Journey from CM 6.3 Physical to CM 7.0 Virtual

March 21, 2019 Dustin Fails

In this blog, see how Dustin Fails migrated to from CM 6.3 Physical to CM 7.0 Virtual!

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Posted in: Case Studies Filed under: Avaya Solutions

NVT Phybridge Presents a Conversation with Nick Kwiatkowski

February 14, 2019 NVT Phybridge

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.

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Posted in: Case Studies Filed under: Partner Solutions

Three Users Outline Their Customer Experience Journeys

January 30, 2019 Richard Westlund

Implementing a digital customer experience can lead to higher satisfaction scores, and increases in new business, while reducing operational costs,…

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Posted in: Case Studies Filed under: Avaya ENGAGE, Avaya Solutions, Partner Solutions

Avaya Customer Success with the Modern LAN

January 22, 2019 Richard Westlund

Adapted from NVT Phybridge case studies A U.S. school district, government agency and university are among the many Avaya customers who have…

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Posted in: Case Studies Filed under: Avaya Solutions
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