Here you'll find personal commentary and current opinions from thought leaders within the Contact Centre industry.
The blogs do not necessarily reflect the current position held by Sabio. Please get in touch for our latest best practice, benchmarking and recommendations.
For organisations looking for the flexibility of an open, reliable multi-channel solution, the new Avaya Aura® Contact Centre 6.4 release really helps service team/s improve customer engagement by delivering a complete, 360o view of their customers together with the context of their interactions.
Last year's Sabio/Avaya research into the security concerns of some 2,000 UK consumers found that security issues within contact centres were a real issue for over half of the respondents. Consumers said they had real concerns about the security of their personal and financial information, however they also said that they became unhappy when customer service compliance processes led to interactions that were too long and frustrating.
For those of you who missed our recent event 'The Future with AVAYA', you will also have missed my session titled 'The Opportunity with Avaya Aura Contact Centre'.