Archives for Customer Experience

Highlights from the Avtex Experience Summit

Highlights from the Avtex Experience Summit With the inaugural Experience Summit in the books, we thought we’d share some highlights and key takeaways from the event. If you missed out on the Experience Summit, don’t worry – there’ll be many more opportunities to connect with Avtex team members and fellow CX professionals in the future. Who knows? Maybe you’ll have the chance to attend next year’s Experience Summit. Robb Best Knows the Human Mind The event’s keynote speaker, Robb Best, was impressive to say the least. Robb’s personable approach to the complex topic of brain science kept the crowd completely
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Avtex Acquires Interactive Engineering Consortium

MINNEAPOLIS, MN – October 5, 2017 – Avtex, a provider of integrated interaction solutions, announced today the acquisition of Interactive Engineering Consortium (IEC), a Denver-based provider of contact center solutions and consulting services. IEC’s mission is to provide industry leading development, implementation and consulting services for clients leveraging Genesys on-premises and cloud contact center technology solutions. “IEC has built a very strong reputation nationally as a key implementation partner of Genesys,” said George Demou, Avtex President and CEO. “The addition of IEC to the Avtex family only strengthens our ability to deliver on very complex contact center environments designed to fuel
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Azure Disaster Recovery Minimizes Downtime

“A DR site is unattainable to us due to the added cost, infrastructure, and management.” “Productivity and profits are greatly affected by system outages.” “Our business cannot afford to take an outage.” “Downtime is unacceptable. Period.” These are some common statements we hear from our clients when Disaster Recovery (DR) is brought up, but most of them cringe when a quote comes across their desk that includes all systems required for a DR site. We at Avtex have priced out dedicated DR sites and systems four times within the last three years and found it was cost prohibitive based on
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Getting to the Heart of Customer Engagement

Browsing the top 100 Instagram accounts, as listed by Rolling Stone, you will see familiar names throughout. If you’re looking for the highest ranking government account however, you have to scroll all the way down to the bottom… because they’re listed in reverse order. There, at number 4 overall, edging out Beyonce (sorry Bey-hive) is the Transportation Security Administration Instagram account. That’s right, the TSA that you all have grown to expect at every airport around the country has a social media feed, and it’s hilarious. I found this gem at a recent government conference focused on customer experience for
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Interaction Analyzer and Tethr – a Side-by-Side Comparison

Webinar Overview: Maintaining the high-quality interactions, or “wow” moments, of CX giants like Amazon and Zappos can be difficult. Organizations should always strive to match the experience offered by these leaders, however. Speech analytic tools like Interaction Analyzer and Tethr can help your organization identify the amazing interactions that take place every day. These solutions help QA agents track stellar interactions, review less than optimal calls and encourage each of the factors that went into creating wow moments. We’ll do a brief side-by-side comparison of Interaction Analyzer and Tethr based on several factors, including: Price Features Reporting By comparing these
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Drive Revenue with Great Customer Experience – Part 3

Make the Case for Investing in Your Organization’s Customer Experience In its recent report, Drive Revenue with Great Customer Experience, 2017, Forrester offers a wide range of valuable advice on how to make the case for investing in your organization’s CX. According to the report, it may be helpful to: Seize the opportunity for your brand: Understanding the relationship between CX and revenue for an industry is a good start. But Forrester found that the CX-revenue relationship for individual brands often differs from the relationship at the industry level. The distribution of CX Index scores within a company can differ,
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Drive Revenue with Great Customer Experience – Part 2

How the Revenue Upside of Improving CX Varies by Industry The relationship between CX and revenue potential is one piece of the puzzle. The other is the distribution of CX Index scores by industry. Taken together, they offer valuable insights into where companies in an industry should focus their CX efforts. In its recent report, Drive Revenue with Great Customer Experience, 2017, Forrester offers insight into the upside of improving CX in various industries. Highlights of the report’s findings include: Auto manufacturers: Mass-market auto manufacturers have the highest revenue potential. The high per-unit revenue from the sale of each vehicle
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Drive Revenue with Great Customer Experience – Part 1

While Customer Experience leaders and professionals are quick to tout the importance of their craft, many are unable to clearly answer the question of the true value of CX improvements. Assigning a financial value to the impact of CX improvements has long been a challenge for many CX leaders. With that in mind, Forrester conducted extensive research on the dollars and cents value of CX. We’re pleased to bring you this useful report from Forrester regarding the financial impact a CX improvement can have on your organization. Read the full report for more information on how leading organizations are placing
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Avtex Achieves the 2017/2018 Inner Circle for Microsoft Dynamics

MINNEAPOLIS, MN – July 17, 2017 – Avtex, a full-service customer experience and technology partner, has achieved the prestigious 2017/2018 Inner Circle for Microsoft Dynamics.  Membership in this elite group is based on sales achievements that rank Avtex in the top echelon of the Microsoft global network of partners.  Inner Circle members have performed to a high standard of excellence by delivering valuable solutions that help organizations achieve increased success. 2017/2018 Inner Circle members are invited to the Inner Circle Summit, taking place in fall 2017, where they will have a unique opportunity to share strategy and network with Microsoft
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