Lisa Durant's blog

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:

By Lisa Durant
On Dec 12, 2014

Cisco’s Analytics Announcement and How the Internet of Things Impacts Contact Center

Friday, December 12, 2014

Yesterday, Cisco Systems Inc.’s released the Cisco Connected Analytics for the Internet of Everything portfolio, part of its initiative to push beyond providing network infrastructure towards enabling its customers to extract actionable data from that network. Big data and the Internet of Things (IoT) may not have a large footprint in contact center today, but they are definitely making their way into contact center initiatives.

By Lisa Durant
On Dec 10, 2014

Does WebRTC Have a Place in Contact Center? Voice4Net Says "Yes!"

Wednesday, December 10, 2014

WebRTC has been a hot topic in the unified communications and collaboration space for quite some time. Meanwhile, discussion about WebRTC in the contact center has gone a bit quiet. The Nemertes’ 2014-15 Enterprise Technology Benchmark found that most contact center infrastructure managers knew little about WebRTC, and 86% had no plans to deploy it. The 14% who were evaluating WebRTC almost unanimously took a “wait-and-see” attitude citing lack of technology maturity and proven business cases as the biggest inhibitors.

By Lisa Durant
On Dec 05, 2014

Hi, My Name is "OSHbot." Lowe's Tries Out In-Store Customer Service Robots

Tuesday, October 28, 2014

No, you have not entered the Twilight Zone. The well-known home improvement store, Lowe’s, is officially testing the use of customer service robots in its Orchard Supply Hardware store in San Jose, CA.  The “OSHbot” is co-created by Lowe’s Innovation Lab and customer service robot company, Fellow Robots. OSHbot is designed to approach and greet customers to ask if they need assistance, help them locate the goods they need, identify the correct product sizing a customer requires, and more.

By Lisa Durant
On Dec 05, 2014

8x8 Inc and Conversocial Partner to Provide Cloud-Based Social Media Engagement in the Contact Center

Wednesday, October 15, 2014

Think social media doesn’t have a place in your contact center? Think again. Social media is a pervasive presence in the everyday consumer’s life, and organizations that are not engaging customers interactively through social media had better start getting on board or risk negatively impacting customer experience and satisfaction. Fortunately, contact center and IT leaders have a lot of options to choose from.

By Lisa Durant
On Sep 23, 2014

Aspect, inContact, and Verint Expand Cloud Portfolios to Optimize on the OPEX Shift

Tuesday, September 23, 2014

If you haven’t heard the news, the contact center and customer engagement industry is undergoing a shift towards OPEX-based deployment models. Nearly every major contact center vendor has reported growth in demand for and revenue from OPEX-based deployment models in recent quarters. In order to optimize on this shifting market, contact center and customer engagement vendors continue to further develop existing cloud solutions and launch new cloud products.

By Lisa Durant
On Sep 10, 2014

How Mobile Wallet Tools like Apple Pay Could Impact Customer Service

Wednesday, September 10, 2014

Mobile wallet tools are not new. Google Wallet, PayPal, Square, Stripe, Softcard – all have mobile options. While Apple Pay isn’t a new concept, it does represent another big name joining the mix, which could mean that we are one step closer to making mobile payments the new norm. As mobility becomes more pervasive, customers will increasingly expect the companies that they deal with to offer mobile support.


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