Tag Archives: customer experience

Avaya Partners with Verizon to Support SSA Digital Transformation Initiative; Jerry Dotson, Jennifer Chronis Quoted

Jennifer Chronis

The U.S. Social Security Administration (SSA) has selected Avaya’s OneCloud portfolio of communications and collaboration solutions to support the agency’s digital transformation initiative. SSA will modernize the agency’s ability to rapidly respond to changing user needs at manageable cost. Verizon is the systems integrator working with SSA. Verizon has partnered with Avaya to provide the core communications infrastructure.

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Updated OMB Guidance Includes Expanded Definitions of Customers, Service Delivery; Stephanie Thum Quoted

Office of Management

The Office of Management and Budget (OMB) has made major changes to a section of its Circular A-11 guidance that deals with enhancing customer experience and service delivery. Under the updated Section 280 guidance, OMB broadened the definitions of a federal government customer. 

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AWS Launches Contact Lens to Expand Contact Centers Operability; Larry Augustin Quoted

Amazon Web Services

Amazon Web Services (AWS) has announced the general availability of Contact Lens, a set of capabilities for Amazon Connect enabled by machine learning, that will enable contact centers to understand the sentiment, trends and compliance of customer conversations to improve their experience and identify crucial feedback, the company reported on Thursday

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Renee Wynn on NASA’s IT Reorganization, Customer Experience Efforts

renee-wynn-on-nasas-it-reorganization-customer-experience-efforts

Renee Wynn, the retiring chief information officer at NASA, said the implementation of a new strategy aimed at improving how the agency oversees its information technology systems, resources and personnel will be one of the priorities of the next CIO, Federal News Network reported Friday. Wynn is set to retire by the end of April after three decades of federal service.

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Accenture Acquires VanBerlo to Improve Build Smart Connect Solutions; Thomas Paulen Quoted

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Accenture has acquired VanBerlo, an award-winning product design and innovation agency headquartered in Eindhoven, Netherlands, to strengthen capabilities and improve build smart connect solutions, the company announced on Wednesday. Terms of the transaction were not disclosed. 

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Oracle Communications Provides Telecom Fiji to Modernize Customer Engagement; Charles Goundar, Jason Rutherford Quoted

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Telecom Fiji has announced a partnership with Oracle Communications, who will help the company modernize their customer engagement, speed delivery of new products and services to customers, Telecom reported on Tuesday.

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