Archives for Customer Experience

Making the Switch to Interaction Connect – Part 2

In my last post, I introduced Interaction Connect as “The Client of the Future” for users of PureConnect (CIC). At the same time, I raised the primary concern that many organizations have about it, feature parity. So in this month’s entry I will face that concern head-on by taking a look at the CIC Client Comparison Guide. This document should be your first stop if you’re considering making the switch to Interaction Connect. It provides a rough history of clients going back to IC 3.0 (remember those days?), gives you detailed descriptions of all developed features, and indicates whether they
Read More

Making the Switch to Interaction Connect

In the enterprise and the contact center, organizations are continually trying to improve the efficiency and effectiveness of their tools and processes. A week doesn’t pass where some new book or product challenges our thinking about how we’re doing things. When it comes to PureConnect(CIC), there have been several choices of client over time, and each decision to switch brings with it new challenges that hopefully have been outweighed by the enhanced productivity the change made. The Client of the Future For a few years now, Interaction Connect has been available for users of PureConnect (CIC) to use as a
Read More

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
Read More

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
Read More

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
Read More

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
Read More