Lisa Durant's blog

By Lisa Durant
On Sep 02, 2015

Technology’s Limitations in Furthering Innovative Customer Engagement

Wednesday, September 2, 2015

As an analyst, I spend a lot of time reading and learning about new and emerging technology. I design research projects to investigate technology adoption, identify snags and snafus, find out what’s driving purchasing decisions, etc. But, at the end of the day, I’m left with the blunt fact that, in the world of customer engagement, technology is rarely the outright answer to any business’s problems. That’s because this is a field that deals with people: helping them, selling to them, empowering them with knowledge.

By Lisa Durant
On Aug 18, 2015

Seeing Enghouse Interactive’s Contact Center Solutions in Action

Tuesday, August 18, 2015

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. While Enghouse is a less familiar contact center vendor to IT leaders in North America, their contact center solutions (Enghouse Interactive Communications Center (EICC), Contact Center Enterprise (CCE), and Contact Center Service Provider (CCSP)) are fairly innovative once you get to know them.

By Lisa Durant
On Jun 09, 2015

Interactive Intelligence Launches Cloud-Based Contact Center Solution PureCloud Engage

Tuesday, June 9, 2015

Interactive Intelligence today formally announced the launch of its Amazon Web Services-based cloud contact center product PureCloud Engage.

By Lisa Durant
On May 12, 2015

Genesys' Native Skype for Business Connector Means Another Contact Center Option for Organizations Standardizing on Microsoft Voice

Tuesday, May 12, 2015

Last week, Genesys announced its new native Skype for Business (formerly Lync) integration. Genesys’ new UCMA-level integration enables all of the capabilities that other players in this space (e.g., Interactive Intelligence, Enghouse Interactive, and Aspect) offer. This includes the ability to support voice, IM, video, and Skype through a single agent desktop user interface. Agents are also able to escalate conversations across channels (from voice to video, IM to voice, etc.).

By Lisa Durant
On Apr 15, 2015

Avaya Acquires Workforce Optimization Vendor KnoahSoft

Wednesday, April 15, 2015

Originally reported in the Indian Press and covered earlier this week on NoJitter, Avaya is acquiring workforce optimization vendor and Avaya partner, KnoahSoft. This means Avaya customers will soon have a choice when it comes to workforce optimization: the KnoahSoft solution or Avaya’s Aura WFO solution, which it OEMs from Verint.

By Lisa Durant
On Apr 08, 2015

The Next Big Thing isn't a Thing at All: It's a Relationship

Wednesday, April 8, 2015

Yesterday, I presented the findings of Nemertes’ PilotHouse Contact Center study in which over 480 IT leaders rated their contact center vendors in areas such as technology, customer service, innovation, and trusted-advisor skills. One trend that emerged in this study is the importance of customer service and engagement between vendors and the organizations using their products. We found that IT leaders were often willing to spend more money to purchase a product from a vendor that provided them with excellent, personalized customer service.

By Lisa Durant
On Mar 19, 2015

A Deeper Look at Enterprise Connect Contact Center Announcements from Avaya, CafeX, Cisco, Five9, Genesys, 8x8, and more

Thursday, March 19, 2015

Enterprise Connect 2015 proved a popular venue for contact center and customer engagement announcements. From enhancing existing products to launching completely new platforms, vendors of all sizes are making changes with the potential for big market impact. Here’s my take on some of the major contact center announcements made at this year’s EC: 

Avaya Continues to Focus on the Midmarket

By Lisa Durant
On Jan 28, 2015

Think You’re Not Interacting with Customers Through Mobile? Think Again.

Wednesday, January 28, 2015

Both at last week’s Aspect Analyst Summit and at yesterday’s Interactive Intelligence webinar, much emphasis was placed on mobile customer service. A fellow analyst said something that I really loved: “Mobile isn’t a channel, it’s every channel.” How true! 

By Lisa Durant
On Jan 12, 2015

5 Contact Center Predictions for 2015 (and a glance at 2014 in review)

Monday, January 12, 2015

It’s a new year, and that means it’s time to take a look at what happened in the contact center space in 2014 and where it’s going in 2015. Contact center industry analysts, IT leaders, and service providers had a lot of ideas about where things were headed in 2014; some of these have panned out while others have busted. Let’s take a look at the past, present, and future of five key topics in contact center:

By Lisa Durant
On Dec 19, 2014

10 Consumer Mobile Apps that Make High-Stress Seasons a Little Easier for Customers

Friday, December 19, 2014

Now is the time for organizations to differentiate themselves from their peers by offering consumer-facing mobile applications that make customers’ lives just a little easier. At no time does this become more apparent than during high-stress seasons when every minute counts towards consumers’ perception of customer service! Here are 10 types of consumer mobile apps that make these stressful times of year just a little easier for customers:


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