Industry watchers have been on the edge of their collective seats over the last year, wondering how Avaya is going to resolve its financial troubles. On Thursday, Avaya ended the speculation by announcing that they would enter Chapter 11 bankruptcy.
Aspect’s successful bankruptcy last year is an obvious comparison, one that even CEO Kevin Kennedy made in his announcement. But another comparison that folks are throwing around is Nortel’s disastrous bankruptcy from 2008 that took over 7 years to resolve. Which model will Avaya follow? That’s the big question, and we’re grateful to have some big brains weigh in… Continue reading
This blog has been updated for the new decade.
The call center experience is a universal part of modern life to the point where anyone you stop on the street can tell you about the last few (usually poor) interactions they’ve had. Most people don’t realize the impressive scale of the contact center industry. It accounts for one in every 25 jobs in the US! (
Over the last decade, an extraordinary transformation has taken place in an industry which, for decades prior, had seen little change. In the early 2000’s, running a call center through a cloud service was dismissed as impractical. A few years later, it was viewed as “just for the smallest call centers”. But by 2008 many naysayers had eaten their words and the migration was in full swing. Between 2008 and 2012, the cloud market grew by some 224%. By the end of 2013, more than 62% of organizations were using some type of cloud-based contact center solution as part of their operation. (Both data points from 
