Summary: Avaya Tech Talk host Guy Clinch (www.linkedin.com/in/guywclinch/) interviews Dr Valentine C Matula Senior Director Multimedia Research at Avaya (www.linkedin.com/pub/val-matula/0/b6/662) about one of the sessions he will be hosting during the upcoming IAUG CONVERGE2013 that is taking place at the Gaylord Palms Resort & Convention Center (http://www.marriott.com/hotels/travel/mcogp-gaylord-palms-resort-and-convention-center/) in Orlando June 3-7, 2013. On Jun 05, from 02:00 - 03:00 ET Dr Matula (Val) will be presenting Avaya Labs Review of Consumer Technology Trends 2013: Taking Advantage to Improve Customer Service (http://www.iaug.org/e/in/eid=54&s=670&req=info). During the session Val will highlight how to improve customer service and corporate communications by identifying and quantifying new trends in consumer communications technology, and then planning a methodical two to four year program to leverage these trends. Included will be the drift from PCs, the shift to untethered devices, the change in 'customer service process' by consumers, the use of social sources, new simple video technologies, HTML5/WebRTC and updated info on voice quality. Dr Matula will discuss how these technologies aid in the goal of providing "real help" when needed, using agent staff with more efficient means than just plain voice will be. He will review recent announcements from the 2013 Consumer Electronics Show, as well as updated technology forecasts and their impact. Dr Matula will then provide relevant Avaya Labs Research demos of systems & projects with a "top projects" list outlined highlighting real business metrics including possible ROI values to a contact center.
