Not long ago, a large U.S. healthcare provider was faced with a dilemma: How to improve its patient access strategy…
Longtime Navy Federal Credit Union knows that investing in customer experience (CX) pays off. The longtime IAUG member ranked in…
Automation tools and artificial intelligent (AI) assistants are high on the list of contact center investments this year, according to…
For IT professionals around the world, improving the customer experience (CX) is a top priority for their organizations. Over the…
It’s no longer enough to pay attention only to the customer experience (CX). To be effective in serving your market,…
Domino’s Pizza, Comcast and BMW are delivering an engaging digital customer experience (DCX). Their investments in people, processes and technology…
Many IT professionals have been in a rapid response mode since the COVID-19 pandemic led to business shutdowns and shelter-in-place…
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…
Community banks, like other financial service providers face a number of challenges in providing a distinctive customer experience and delivering…
Consumer preferences are changing faster and faster, disrupting traditional service patterns and challenging organizations to keep up. It takes careful…
According to 5,000 consumers surveyed by Forrester on our behalf, the biggest impediments to good customer service are lack of…
Veteran IAUG members know that love affair between contact centers and CRM began back in the 1990s, as enterprises realized…
Many companies struggle with digital transformation. It should be so easy, though – out with the old and in with…
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.
When considering a Unified Communications as a Service (UCaaS) solution from a provider, pay attention to the user experience, along…
Editor’s Note: This blog comes from this month’s sponsor of the IAUG Insider blog, Verint. If you enjoyed this blog,…
Digital transformation is occurring in banking, healthcare, media, logistics, retail, utilities, and many other sectors. As a result, the contact…
Artificial intelligence (AI) has great potential for improving customer service, according to Dr. Val Matula, vice president and CTO, Emerging Products & Technology, Avaya.