Archive

As contact centers become more complex and expand to support more channels like web chat and social, it’s important to organize support for contact center applications in a way that allows teams to design consistent customer experiences. Most contact centers organize support around siloed applications, having one team that supports the voice channel and a […]

Although voice is still the primary channel customers use to interact with contact centers, representing 54% of all interactions handled, according to Dimension Data, digital is on track to overtake phone by end of 2016.  Your business needs to keep up with this trend of customer preferred channels by developing an awareness of each customer […]

The deadline for filing taxes is almost here, but are you ready? Did you diligently gather your paperwork in February, and prepare your tax returns yourself? Or did you find that needed home repairs, your kids’ sports events, and the latest season of House of Cards took up too much of your time until it […]

Congratulations, your new contact center solution finally received budgetary approval! You have been waiting years for the opportunity to provide a better experience for your customers, a more empowering solution for your employees, and a rich new set of data for your managers. Now you are thinking, “This is my chance and it does not […]

One of the fastest and most agile birds on the planet is the swift bird. Its remarkable wing structure shows a steadily gliding bird. To prevent exhaustion, the wing converts potential energy to counteract the aerodynamic forces. The wing features a non-powered flight, with fixed wings at a constant flight speed. In other words, the […]

Robert Church, CEO of Aria Solutions, unveils a new 60-day implementation approach called SWIFT™ Premises – a complete, modernized, Genesys contact center solution that can be implemented rapidly and expanded to incorporate the omni-channel experience customers expect. “We’ve seen a lot of companies experiencing revenue and customer satisfaction pressures, because they were looking for a […]

On a company conference this year, a group of us was sitting at a table and chatting about the history of our company. We all became curious about the origin of the company name “Aria”, but none of us could answer the question – “Why was it named this way”? First, we decided to look […]

As summer approaches, the idea of a smooth, blended margarita on a patio becomes more of a reality. Ah…the warm sun and a blended drink – very refreshing. Can blending be this satisfying for a contact center? Absolutely. Blending has been around since the 90’s, so why bringing this up? With more pressure to engage […]