With BlackBerry’s decline in market share over recent years, speculations of an acquisition were (and still are) common.
- 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
As an analyst, I spend a lot of time reading and learning about new and emerging technology.
My latest posting on NoJitter is now available:
Avaya IP Office Contact Center Shows Multi-Channel isn't Just for Big Businesses
Multi-channel customer engagement is not just for big companies anymore. Last week, Avaya announced that it was adding multi-channel contact center functionality to Avaya IP Office to provide a more accessible multi-channel contact center solution for small and mid-size businesses (SMBs). Avaya IP Office Contact Center allows SMBs to engage their customers not just through voice but also through email and live chat – the top two non-voice channels most often engaged in SMBs’ contact centers as we noted in our 2013-2014 Enterprise Technology Benchmark.
The 2013-2014 Benchmark also showed that 54% of SMBs are already monitoring e-mail in the contact center while 31% are using text chat. These numbers will increase as SMBs turn their call centers into multi-channel and even omni-channel contact centers—where information passes between channels to create a seamless customer experience. In fact, the 2013-2014 Benchmark also showed that another 15% of small and mid-size contact centers are evaluating adding e-mail monitoring and 31% are evaluating adding text chat. These small and mid-size businesses now have another solution to consider.
Companies of all sizes should enable multi-channel communication in their contact centers; the days of the voice-only call center are ending even for small businesses.