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Issue 2 2015 4 Reasons Why Going to CONVERGE2015 Is Good for You The Clouds Essential Characteristics Automating the Help Desk The Official Magazine of the International Avaya Users Group

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Click for details QA with Progressives Christine Conner We caught up with Christine Connor to pick her brain about Progressives recent system update and her role as chair of IAUGs Customer Experien

FROM THE EDITOR Time to Learn, Time to Share IAUG Mission IAUG is the primary resource for education, networking and advocacy for Avayas global customer community. O ne of the greatest benefits of


FROM THE PRESIDENT L What Does the Future Hold for Us ike other IAUG members, I wonder what surprises the future holds in store for our organizations. None of us has a crystal ball, especially when

Join thousands of fellow Avaya users, partners and thought leaders June 14 18 in Denver, CO for IAUG CONVERGE2015 the epicenter for engagement and industry transformation. See firsthand why 98 of at

INSIGHTS SPOTLIGHT 4 Reasons Why Going to IAUGs CONVERGE2015 Is Good for You Collaboration is a missioncritical application that can make or break your organization and you are on the hot seat to

Reason 3 Does it take a community to manage collaboration environments It does. Sharing information with your peers at such events has unbelievable value. IAUG veterans know this already. If you are a

INSIGHTS SPOTLIGHT FEATURE ARTICLE QA with Christine Conner Christine Connor is an IT systems analyst consultant for the strategic planning organization of Progressive Insurance. Insights caught u

our lines of business. You can imagine the planning and effort that goes into transitioning a high volume, highly available environment with minimal disruption to our internal and external customers,

INSIGHTS SPOTLIGHT FEATURE ARTICLE Taking Advantage of the Clouds Essential Characteristics As more and more Avaya users with old systems are looking to move to modern systems, I find we have to g

Broad Network Access This is actually really easy now. With MPLSbased WAN circuits, robust Internet access and the mass proliferation of public WiFi hotspots, it is rare that people and their devices

EVENT COVERAGE IAUG associate editor Richard Westlund covered Enterprise Connect 2015 on March 1819 in Orlando to provide members with insights on current trends. 10 Steps to Build a Collaboration S

CATCH VOIP Monitor troubleshoot VoIP performance call quality metrics with BEING BAD. SolarWinds VoIP Network Quality Manager.

Right people. Right information. First time. Creating success with Avaya Now we can see whats going on and so can everyone else on the team. Its really driving the service levels and personal acount

Flexibility, Ease of Use Among Keys to UC Adoption For UC applications to gain traction in the enterprise, they must be flexible, extensible and easy to use, according to Peter Hale, principal analyst

EVENT COVERAGE Consumers Help Drive UC Adoption Contunued from page 17 want to see how we can solve their business problems, all the way from the consumer back into the enterprise. Cloudbased UC sol

The proactive problem solver. When it comes to responding to issues, every second counts. Prognosis helps you diagnose symptoms before they become problems. Intelligent alerts help you understand the

Much more than VoiP Quality Monitoring. At Virsae were REVOLUTIONIZING Unified Communications Service Management. Virsae Service Management goes beyond VoiP Quality Monitoring. As a true cloud based

Adding Text to the Contact Center Text has quickly become a preferred communications channel for consumers who want to connect in the moment. However, many contact centers have focused on voice, email

EVENT COVERAGE Avaya Executive Technology Gives You Choices Mobility, collaboration and video solutions are top priorities for enterprises around the world. Technology is enhancing productivity in m

Automate and Streamline Your Telecom Operation Is your business looking for ways to make laborintensive, manual telecom tasks faster and more efficient For many enterprises, automation is the answer.

INSIGHTS SPOTLIGHT FEATURE ARTICLE Automating the Help Desk How to Leverage SelfService Technology Internally for Maximum ROI By Maria Simonton W Another way to divert calls from busy help desk

to implement speechbased systems due to cost, perceived complexity or fear of it being unreliable. The fact is, many mundane help desk activities can be automated with speech for a relatively low inve

IAUG NEWS I Texas Chapters Host First STARS Event Avayas Michael Nelson, engineering director, and Brian Baker, systems engineer, kicked off the symposium with a look at Whats New with Avaya. Brea

See a LIVE demo of CTiQ at CONVERGE2015 Booth 504 Proactive Managed Services Putting our IQ to Work for You How Business Continuity Can Help You Survive a Data Calamity A recent FEMA report estimate

Carousel Voice can help me increase our mobility and productivity And then some. Carousel Voice solutions can help you save money, too. Mobility and productivity are just a start. Carousel Voice solu