The thought of migrating your entire business, with all its complexities, to the cloud, can feel daunting. However, the need to modernize has never been more urgent. In fact, it is estimated that 81% of companies with 1,000 employees or more have a multi-platform strategy. The number is expected to rise to more than 90% by 2024. Financially, worldwide spending on public cloud services is expected to grow to 73%, from $160B to $277B between 2018 and 2021.
Read MoreTopics: Cloud, Blog, Avaya, Thought Leadership Articles
To no surprise COVID-19 has forced organizations to provide communication solutions and offerings that address today’s challenges and ensure resilience. While many companies know that this is a need more than ever, migrating IT workloads can seem cost prohibitive due to the time and challenges most organizations face when trying to do all the work internally.
Challenges can compound when the migration includes mission-critical data, infrastructure and moving to the cloud. Since there is no single method for all sizes and types of cloud migration, you can significantly bolster your chances of cloud security success by leveraging best practices, well-executed plans, and partners with experience.
Steve Brock, Avaya OneCloud Marketing Leader, recently wrote a great article about the four new mindsets Avaya has noted that have enabled customers to maintain and even increase their workforce productivity during these challenging times.
Read MoreTopics: Cloud, Blog, Avaya, Thought Leadership Articles
Tech Trends Financial Institution Contact Centers Must Adopt
Posted on October 27, 2020 by ConvergeOne + Avaya
Our research results reinforce key technology trends that continue to impact the future of the contact center and the overall experience it can provide to its customers and employees. These trends have transitioned from nice-to-have to essential. To adapt and outpace the competition, financial institution contact centers will need to adopt the following technology trends to offer best-in-class service to both their customers and employees.
Read MoreTopics: Contact Center, Customer Experience, Avaya, WAVES Methodology
According to our research with Avaya and CatalystMR, there are two main areas contact center challenges fall within: customer support and data/technology. Considering each of these key areas, the three biggest challenges contact centers face today in the support arena are:
Read MoreTopics: Contact Center, Customer Experience, Avaya, Financial Services
The Current + Future States of Financial Services Contact Centers
Posted on June 30, 2020 by ConvergeOne + Avaya
In financial services, credit union and regional bank contact centers face challenges as they adapt to changes in technology coincident with rising customer service expectations. Customer behavior is continuing to drive this change. It can be overwhelming to consider how all customer contact departments need to evolve to care for this exponential rise in expectations. ConvergeOne and Avaya partnered with CatalystMR to conduct a study to:
Read MoreTopics: Contact Center, Customer Experience, Avaya, Financial Services
Fourteen ConvergeOne thought leaders presented at Avaya ENGAGE 2019. They'll be sharing highlights from their sessions in a blog series over the next several weeks, so check back for the next installment.
Topics: Avaya
Fourteen ConvergeOne thought leaders presented at Avaya ENGAGE 2019. They'll be sharing highlights from their sessions in a blog series over the next several weeks, so check back for the next installment.
Topics: Digital Transformation, Avaya
Last week, 14 ConvergeOne thought leaders traveled to Austin to participate in 27 sessions during Avaya ENGAGE 2019. Many remarked upon the high level of enthusiasm that was present throughout the event, as attendees recognized exciting innovations with Avaya technologies and the IT industry that are making the technology of tomorrow available today. For ConvergeOne, the excitement continued all the way to the event’s conclusion, as we were recognized as Avaya’s 2018 U.S. Service Partner of the Year.
Read MoreTopics: Digital Transformation, Avaya, Innovation
With Avaya ENGAGE quickly approaching, we decided to check in with ConvergeOne thought leaders—who will be presenting at 27 sessions during the event—to get a sense of what we can expect. These are the primary themes that emerged.
Read MoreTopics: Cloud, Security, Customer Experience, Digital Transformation, Avaya
The new year is quickly approaching, so there is no better time than now to determine your top business priorities for 2019. Need some help determining what these priorities should be? When a previous year’s Computerworld Tech Forecast survey asked IT executives about their upcoming priorities, the respondents’ top priorities included “improving employee productivity/efficiency” (47%), “improving customer satisfaction/experience” (46%), and “containing costs” (44%). These are all important priorities that will greatly impact the success your business finds in the coming year. However, a difficult question emerges: What steps can your business take to fulfill all of these top priorities?
Read MoreTopics: Cloud, Customer Experience, Video, Mobility, Avaya