Customer experience: The newest reason to adopt cloud services

Saving money is no longer the top reason to implement cloud services, say top CIOs.  The use of cloud has evolved so that IT leaders think of it as the tool to help them achieve a wide range of business outcomes.

The number one goal is to provide the best customer experience, especially in the competitive contact center market.

Read the original article on #CustomerExperience and the Cloud

How the Results Group automated their quality monitoring with CSI-Avaya solution

Avaya just published a success story detailing Virtual Observer's impact on the ever-scaling Results Group's quality initiatives.

Some highlights:

* Results Group expanded their operation by opening 23 new contact centers across North America and Europe.

* Results Group needed a scalable call recording and quality monitoring solution that could accommodate their aggressive expansion and still provide excellent value to price.

• The number of successfully recorded calls has risen to more than one million calls per month

• Staffing levels have increased to more than 4,000 agents

• New agent training is completed in a fraction of the time

• Quality levels have risen dramatically

Please read the full Avaya success story here.