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CUSTOMER EXPERIENCE

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Avaya, a worldwide technology firm that specializes in cloud communications and workstream collaboration solutions, has teamed up with Merchants, a customer management partner focusing on the business process outsourcing market. Together, the two companies will launch Total Experience, a cloud-based, multi-channel customer experience platform that will better empower local businesses to fulfill the ever-changing demands of their consumers.   The Merchants’ and Avaya’s partnership will help companies to provide the Total Experience platform to their consumers through a subscription-based, all-inclusive, easy-to-manage solution. This will allow the two companies to launch new services more quickly and with a lower total cost of ownership and a higher return on investment.   Merchants will host a variety of Avaya OneCloud portfolio products and make them available to companies via a cloud-based subscription model, allowing enterprises to acquire the capacity and services they demand on an as-needed basis without incurring large upfront expenses.  …

The greatest motivation to move forward is to see your own company as your biggest competitor, says Yaniv Masjedi, a visionary and compelling marketing leader at Nextiva. The company’s Chief Marketing Officer since 2008, Yaniv Masjedi has been working to create strategies that drive awareness, strengthen the Nextiva brand, and share the story of the company’s unique customer-centric culture, known as “Amazing Service”. Yaniv Masjedi also initiates and manages programs related to brand management, demand generation and advertising. Read the full interview with this marketing guru to discover his core business principles, what drives the growth of a company, and what are the key factors in measuring success. My career began in sales, and having that background helped me tremendously when I decided to take the leap into marketing. With my sales background, I’m always thinking about how I can improve the experience for prospects, customers, and our sales…

The Dublin, Ireland-based company AirSpeed Telecom has partnered with Intellicom, an international business telephony and contact center provider, to integrate new Voice over IP (VoIP) solutions into the telecommunications products and bandwidth services provider’s existing product portfolio. AirSpeed Telecom said that this integration will assist end-users in their quest to achieve superior operational excellence and offer an enhanced customer experience. According to the statement, the new VoIP solutions encompass a full-featured business telephony and contact center system that carries voice and other multimedia traffic across broadband networks. AirSpeed Telecom noted that by leveraging the power of IP networks, businesses can improve customer service, increase workplace mobility and enhance remote working solutions, and also reduce telecommunications costs. “Our customers’ needs are changing and at AirSpeed, we like to think that we’re able to innovate to meet those developing requirements. While best known for high-class connectivity, AirSpeed is increasingly offering business-class…

We live in a world of increasingly complex telecom and VoIP services, with subscribers having access to an abundance of cutting-edge products. The fierce competition in the field of communications demands an excellent customer experience in order to attract and retain customers, and to reduce churn. With so many choices on offer, the power has shifted to customers – if faced with a problem, they have come to expect an immediate resolution. Unfortunately, the surveys of customer experience in the telecommunication world reveal that, in general, consumers have a very low opinion of the telecoms industry and are dissatisfied with the support that they receive from their providers. It seems that the reason for this deficiency may be found in the mindset of telecom operators, who devote most of their time and effort to building and managing their VoIP networks, rather than indulging their customers. Satisfactory customer experience in…