Since recently joining Avaya as Chief Product Officer, I have been engaged in a lot of deep discussions about addressing the evolving market needs for customer and employee experience solutions.  The  last 12 months have seen massive emphasis on the employee experience as it relates to the customer journey. With tangible benefits like 21% greater profitability and 41% lower absenteeism, organizations would be wise to consider the symbiotic relationship between customer and employee experience. Here is my outlook on what 2020 holds…

It’s critical in today’s digital era that companies can seamlessly scale consumption of contact center and UC services based on their unique needs. As we recently discussed, this can be difficult for premises-based enterprises that are operating under a perpetual license model. For those that aren’t yet ready to move their communications systems completely to the cloud but would still like the benefits of paying only for the services they use and the flexibility to adapt as needed, a subscription model…

Avaya CEO Jim Chirico recently said, “Communication and collaboration tools are important during business as usual, but absolutely critical during times of crisis.” The response to COVID-19 (coronavirus) has forced some hands when it comes to coordinating ideas and plans. Collaboration is indeed critical. True agility is being tested. Here at Avaya we’ve had to enable customers and partners in entirely new, reactive, ways. It’s required a level of coordination internally, that’s broken new ground. Whether it be associates in…

Recently, we promised a new UCaaS offering with RingCentral that would transform unified communications. There has been overwhelmingly positive feedback from the industry about this monumental partnership, and we’ve gotten numerous inquiries already about when the solution can be ordered. Our partners and end-customers have been patiently waiting, and now the time has come. Avaya Cloud Office is launching this spring, and we’re offering the first look at the solution at our annual Avaya ENGAGE conference this week. The Need…

From Slack to WebEx to Microsoft Teams, there’s a host of cloud-based apps and tools that facilitate communication and collaboration in today’s increasingly digital world. But how far is too far? Too much of a good thing isn’t always good. This seems to have become the case as the concept of workplace collaboration evolves. For example, studies show that most companies now use at least two team chat apps due to preferences for one app’s user experience over the other. Employees are…

According to a recent analysis by Deloitte, the workforce is becoming more diverse. That doesn’t mean there isn’t still much work to be done to promote diversity and inclusion in the workplace, which additional analysis shows can significantly increase productivity. But it does mean that it’s time businesses provide their employees with new communications tools that meet the needs of a more diverse workforce. It’s Time to Diversify Unified Communications Let’s look at the number of millennial and post-millennial workers that make up the…