In concert with Avaya's recent launch of new and enhanced products and services based on Avaya Aura designed to improve real-time, multi-media communications, Webtorials released some survey results about user requirements for contact center deployments based on research made possible by Avaya. The survey responses were collected this summer from individuals who rely on, or support the contact center, or exert purchasing influence over contact center operations -- representing a variety of deployments, company sizes and industries.
Avaya stares down Microsoft, Cisco
Among the key findings: Contact center professionals expect the next two years to bring strong growth in non-voice interaction
vectors with e-mail, Web self-service, and Web chat expected to lead the way. However, respondents expressed strong uncertainty
about the exact contours of future methods for communication in contact centers. Perceptions of current contact center service
quality vary dramatically between operators and users of contact centers. Contact center operators believe they deliver superior
care and that their end customers are mostly happy with their care; however, those who use contact centers disagree. The perceived
capability to provide customer satisfaction and experience management in real-time dramatically lags their perceived importance.
Continued
Recent Newsletters | Archive
Twitter, the social networking site that allows users to say something in 140 characters or less,...
Gibbs ponders the problems with employees and social networking and suggests that nannying won't...
In concert with Avaya's recent launch of new and enhanced products and services based on Avaya Aura...
Chris Paget wants to demonstrate how easy it is to snoop in on mobile-phone conversations. The... ...1
Foursquare, the popular location-based social networking service where users "check-in" to earn...
Security concerns over Facebook have been raised yet again after a security consultant collected...
It's been a grand total of seven days since Samsung announced new additions to its point-and-shoot... ...2
Want a great e-mail program, but don't want to pay a penny? Then you won't do any better than...
It seems only a matter of time before the Internet's version of Clash of the Titans occurs between...
Apple on Wednesday released Safari 5.01 for Mac and PC that lets you add third-party extensions to...
One hundred million Facebook user profiles containing personal information such as e-mail addresses... ...1
Facebook is quietly testing a "delete account" option on a small percentage of users, according to... ...1
Avaya has announced a suite of new and enhanced products and services based on Avaya Aura that are...
After years of hanging around the top of the IP telephony market, the company is poised to take... ...8
If there's a bigger computing hassle than sharing photos from your camera, I haven't found it.
In concert with Avaya's recent launch of new and enhanced products and services based on Avaya Aura designed to improve real-time, multi-media communications, Webtorials released...
In our last newsletter we identified some of the challenges associated with server virtualization and...
Dutchess County, New York E911 Response 9
| Web Conferencing
Free Trial of Nefsis Best in Class Web Conferencing Software |
The Connected Enterprise
