AvayaExtra Spring 2016

Avaya News Partner News DevConnect News
■ ■ 1st Quarter 2016
11 03 Extra Report
Avaya Avaya Dives

Announces
Headlong into
2015 Channel Partners Hybrid with Midmarket
of the Year and 2016 Cloud Solutions
on Avaya
Channel Priorities
03
InfoPlus Brings ®
11
Entrepreneurial Automation to
Spirit Alive &
Large Avaya Dial Plan
Well with Renewed Expansion

Avaya Channel Partner 04
Program
TR
New Avaya
12 Cloud AN INDEPENDENT Technology
REPORT PUBLISHED BY
Addresses Healthcare
Free Questions Every Industry’s 34% Record
eBulletin and Read the latest news at
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Company Should RESELLER Breaches

Ask Itself

PATTERSON
Workforce Optimization

By Pat Patterson, Director of
DServices Marketing for Avaya
Yes, HP does that, too.
emand for cloud services continues to
surge, driven by corporations interested
in so ware exibility and scalability. But
how secure is the cloud? No surprise, analysts Outstanding customer service is a powerful competitive
predict security products and cloud-based di erentiator. It’s also what makes the performance of your
security services will be a nearly $9 billion market
by 2019.
contact center so crucial to your success.
With recent high pro le cyber-attacks at
companies like Sony and U.S. government
agencies, cloud security is in sharp focus.
The HP Q niti Workforce Optimization solution gives you the edge you need with an integrated
As we said in August, the C-suite likes the product suite for superior interaction automation and analysis in today’s multichannel contact
cloud’s exible OpEx model (o en deployed as center environment:
a subscription-based cloud service) but may not
totally grasp the implications of adopting the • Exceptionalagentperformancemanagement
cloud. is can lead to well-founded (and not so
well-founded) fears about the security of a cloud • Regulatoryandprocesscompliance
solution.
• Signi cantcostreductionandoutstandingcustomer
engagement
see PATTERSON, page 5 ››
• Powerfulagentschedulingandforecasting
Three Key
With over 30 years of contact center industry experience,
Service Trends
HP Q niti powers some of the largest contact centers
in the world. We help top technology, healthcare, and
telecommunications companies gain a competitive
to Watch in 2016
advantage with the tools they need to operate world-class
contact centers.
By Pat Patterson, Director of Services Marketing for Avaya
Yes, HP does all that.
Your contact center can do that, too.
Before we get too much further into 2016, let’s
project forward on the trends that will most likely
impact this year. Much has happened since we last A leader in contact
o ered prognostications for the year 2015.
As always, we turn to our panel of experts, the center analytics.
Avaya ree, who included:
Mike Runda, senior vice president and
president, Avaya Client Services. Mike oversees - Frost & Sullivan
revenue, regional execution and global o ers for
Avaya’s holistic suite of support and managed
services.
Richard English, managing director – Avaya
Professional Services. Richard leads the company’s
North American consulting teams, which deliver
full lifecycle consulting engagements for global Avaya DevConnect Compliant
For more information, contact us at:
Follow us on:
enterprise clients.
@HP_Q niti
Dan Pratt, senior director operations, Avaya autonomy.com/q niti HP Q niti
Client Services. Guest blogger of “ e High +1 (214) 981-3265
Accountability Support Model Emerges,” which HP Q niti Community
provided insights on moving from hand-o to Q niti.info@hp.com
HPAutonomy
swarming in contact center support.
© Copyright 2014 Hewlett-Packard Development Company
see page 8 ››