Friday, June 20, 2008

Avaya News: Avaya Appoints new GM and VP of Contact Center Division

Avaya announced it has appointed Bob Lyons to lead the company’s global contact center organization.

The move adds focus on helping companies turn customer service into a competitive asset.

As general manager and vice president of Avaya’s customer service applications division, Lyons will oversee a business that plays a central role in driving customer service for thousands of companies around the world.

Lyons joins Avaya from Convergys, a global leader in relationship management that provides customer service outsourcing, where he first served as CIO and then increased his responsibilities to oversee operations for the company.

Prior to joining Convergys, he was the vice president of enterprise operations and technology at United Health Group, a managed healthcare company.

Lyons was also executive vice president and CIO at Telespectrum, a call center customer services organization, and has been a software entrepreneur and consultant.

Lyons believes that customer satisfaction is a profit-driving asset that can help differentiate companies in a highly competitive business environment. To help companies tap the full potential of customer service, he will focus on leading Avaya to deliver a new generation of contact center solutions that integrate advanced communications technologies, including the ‘always on’ capabilities of Avaya’s unified communications portfolio. Click here to read the full article...
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