It was hard to turn anywhere last week and not see news or commentary about Avaya. Their CEO announced that Avaya is in “advanced discussions with multiple parties” for a “strategic transaction” and that the process will be concluded in 30 days. As the behemoth of the call center industry, with $3B in revenue and 150,000 customers, whatever this move will be, it will have broad repercussions. We wrote about it last week.
While we wait for the shoe to drop, here’s a quick summary of comments from around the industry.
We live in a world filled with numbers. From our personal lives to our professional habitats, metrics always tend to find their way in. Our understanding of which metrics are the most relevant, and the most up-to-date, is where we typically stumble. It’s no different in the contact center space, in fact, it’s amplified. This world lives by benchmarks and call center professionals are always seeking to find the latest numbers to follow.
