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Director of NACR's Contact Center Technology Featured in CIO Collaboration Network's Video
October 05, 2012
Solution integration expert NACR has revealed that Barbara Courneya, director of its National Contact Center Technology, is featured in a new video on the CIO Collaboration Network (CCN), an online community of CIOs and IT leaders.
Avaya (News - Alert) invited Courneya to participate in the CCN video, which called for a partner who would be an expert on the topic.
Since 1999, Courneya, a veteran of the industry, has been director of NACR's National Contact Center Technology. Prior to joining NACR, she worked with Lucent Technologies for nearly 29 years, primarily focusing on the contact center space.
Furthermore, she is an Avaya certified Professional Sales and Design Specialist and has served as a subject matter expert to Avaya in developing online courses and certification tests for Avaya IQ, business advocate, proactive contact, and other contact center design and implementation topics. Courneya also regularly contributes to the annual International Avaya Users Group (IAUG)
The new video, entitled “Solutions to the Top Contact Center Operations Challenges,” contains Courneya’s interview, in which she talks about the challenges and industry milestones in customer experience management (CEM). She also provides advice on how contact centers can begin a CEM solution.
“It was an honor to take part in the interview and have the opportunity to help the organization’s members to better understand the importance of CEM in the contact center and the benefits of having a 360-degree view of the customer experience across the entire business,” Courneya said.
Striving to provide editorial, peer-based, and research content, the CCN community facilitates CIO understanding and decision-making regarding collaboration and communications technologies.
Sponsored by Avaya, the CCN’s website includes resources on business collaboration, mobile collaboration, video collaboration, and the collaborative cloud, as well as CEM.
NACR is one of the largest Avaya channel partners worldwide and an independent integrator of best-in-class communications, collaboration, and customer interaction solutions, delivering comprehensive sales, consultation, training, and technical support, as well as managed services, maintenance, and repairs.
Recently, NACR said that it is one of only four companies to be awarded a contract by the state of Delaware. Under the contract, eligible public sector entities can take advantage of pre-negotiated, competitive pricing when purchasing communications products and services from NACR.
Edited by Allison Boccamazzo
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