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How do you go from ‘all the channels all the time’ to ‘right channel, right time’? In the final post of a three-part series, we look at the technologies and business models you need to make optichannel a reality. Customers have multiple options for ‘talking’ to...

Industry chatter has been particularly loud around Avaya and Mitel this week after the Wall Street Journal announced that Mitel is making a bid for the rival UC giant. Earlier this month, we revealed that multiple bids were imminent for Avaya, with companies like Searchlight Capital Partners (Mitel’s venture...

In an omnichannel world, you can't leave customers to fend for themselves. For their sake and yours, you should nudge customers towards the channel that will solve their problems fastest. But where and when to nudge? Colonial Delhi had a problem with cobras. There were too...

First there was multichannel. Then came omnichannel. Now, businesses are realising the best results come when you offer the right contact option at the right time. It's all about optichannel...

Is anything in tech sexier than blockchain right now? Probably not. Everyone’s interested in distributed ledgers and their potential to reinvent money, share ownership and tuna fishing (seriously, Google it). In fact, at the end of last year, analyst Gartner said blockchain had been the most searched-for...

Picture the scene, it's the end of a long summer and all over the UK, parents are busy driving their adult children back to university.  They are all thinking the same thing: what happened to all the stuff? A generation ago, returning students struggled under the...

At Formation, we’ve been banging on about the ‘new’ Avaya ever since we got started in 2016. It was always our belief that Avaya’s chapter 11 moment would re-boot the company, and free it to re-claim its mantle as the original pioneer of UC. In the...