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Kelly Wilson

About Kelly Wilson

Kelly joined Aria in 2002, and is currently responsible for Aria’s professional services and support areas. Prior to joining Aria, Kelly had various operational and management contact center roles at both – CellularOne McCaw Communications and TELUS Mobility. Then, he joined Aria as a specialist in workforce management (WFM) and was instrumental in developing this practice.

How To Organize Support For Your Contact Center Applications June 01, 2018

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 ...

Enable Orchestrated Routing for Customer Journeys, Mobile and More! November 23, 2016

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 p...

Modernizing Your IVR is Like Preparing Your Taxes: You Can Only Put It Off for So Long April 13, 2016

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, ...

Don’t Squeeze the Life Out of Your New Contact Center Project February 26, 2016

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 empower...

The Symbolic SWIFT November 05, 2015

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 count...

A New Way of Implementing the Genesys CX Platform October 26, 2015

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 an...

Ways to Better Engage Customers Through Agent Blending of Social and Digital Channels June 11, 2015

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 con...