My latest posting on NoJitter is now available:
- PilotHouse Vendor Rating
- Contact Center and Customer Engagement
- Cloud and Data Center
- Cost Models and Total Cost of Ownership
- Enterprise Trusted Advisor
- IT Innovation, Transformation, and Enterprise Technology
- Mobile and Network Services
- Security, Risk Management, and Compliance Research Initiatives
- Unified Communications and Collaboration
At last week’s Enghouse Interactive Analyst Event, I had a chance to get up close and personal with some of their contact center products.
Incoming CISOs like to joke that the first item they’re issued when they begin the new job is a T-shirt with a target on it.
Avaya Customer Experience Management Enhancements Show Omni-Channel isn’t Just for Inbound
Earlier this week, Avaya announced new enhancements to its Customer Experience Management solutions. These enhancements enable companies to create and manage proactive outreach and self-service applications over multiple channels including SMS, email, and phone, through a single software platform.
Avaya’s updates reflect the increasingly necessary standard of not just enabling inbound omni-channel customer experience (where contact centers seamlessly handle inbound inquiries across channels) but enabling seamless customer experience across all customer-handling functions. True omni-channel requires more than just merging inbound channels together on a single platform: it requires de-siloing functions and enabling seamless customer management in both the contact center and in other organizational areas such as marketing.
Companies should evaluate how they are currently handling the full customer journey and ensure that seamless multi-channel customer experience is not limited to the contact center.