Gordon Loader

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  www.zdnet.com.au/news/communications/soa/Avaya-takes-a- - [Cached Version]
  Published on: 1/22/2008    Last Visited: 1/22/2008  

  "Introducing SIP into the contact centre provides a foundation for us to avail ourselves of new facilities and functionality if communications is going to get to this intelligent status," Avaya's director of business communications, Gordon Loader, said.
  
  He added that the introduction of features like presence will make it easier for call centre staff to route calls through to available experts in the back office.He also claimed the SIP-based software would make it easier for contact centre staff to hold instant-messaging conversations with relevant staff during calls.
  
  Loader said the new releases showed Avaya was enhancing its software focus."With the evolution of IT systems, we were never going to be a hardware player," he said."We have always had a great level of software in our products, but generally people didn't see it there because they would just buy a big box."
  
  "There are also far [greater] margins to be made in software than in hardware, which is another reason why we want to take that route," Loader added, while conceding that Avaya's sale to two private-equity firms last June was also a factor in its new focus on software rather than hardware.

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  news.zdnet.co.uk/communications/0,1000000085,39292295,0 - [Cached Version]
  Published on: 1/21/2008    Last Visited: 1/21/2008  

  Avaya's director of business communications, Gordon Loader, told ZDNet.co.uk on Friday that Avaya was "blending [intelligent software] into the general IT applications environment" with its new releases.
  
  Read this
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  "Introducing SIP into the contact centre provides a foundation for us to avail ourselves of new facilities and functionality if communications is going to get to this intelligent status," said Loader, who suggested that the introduction of features like presence would make it easier for call-centre staff to route calls through to available experts in the back office.He also claimed the SIP-based software would make it easier for contact-centre staff to hold instant-messaging conversations with relevant staff during calls.
  
  Loader said the new releases showed Avaya was enhancing its software focus."With the evolution of IT systems, we were never going to be a hardware player," he said."We have always had a great level of software in our products, but generally people didn't see it there because they would just buy a big box."
  
  "There are also far [greater] margins to be made in software than in hardware, which is another reason why we want to take that route," Loader added, while conceding that Avaya's sale to two private-equity firms last June was also a factor in its new focus on software rather than hardware.

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  www.itnews.com.au/News/68613,avaya%e2%80%99s-new-contac - [Cached Version]
  Published on: 1/22/2008    Last Visited: 1/22/2008  

  Avaya's European solutions marketing manager Gordon Loader said, "This release is a staging post on our journey from a being proprietary vendor to more intelligent software using SIP."
  
  "The end game is to create a unified environment targeted towards larger enterprises building on a foundation of functionality that SIP provides," he added.
  
  In Call Centre 5.0, the dial in will use rules-based processing so that if a call, to a helpdesk, gets complicated operators will be able to use IM to get hold of the requisite expert, letting them route the call through to them.
  
  Loader said the system runs on Linux and would be available from Avaya on a pre-cserver pre-configured but that they'd also need a gateway to run the system on.

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  www.callcentre.co.uk/c/portal/layout?p_l_id=259723&CMPI - [Cached Version]
  Published on: 1/17/2008    Last Visited: 1/17/2008  

  Alex Blyth gets Avaya's Gordon Loader to reveal his thoughts on a challenging 2007 and what's in store for the industry next year
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  Gordon Loader has been involved with the call centre industry for 20 years, both in the UK and the US.Working in the Solutions Marketing team at intelligent communications provider Avaya, he believes that 2007 has been a year of remarkable change in the call centre industry.Looking back, he points to the growing disillusion amongst many UK companies with overseas call centres as one of the major themes of the year.
  
  "In the last few years, many companies have shifted their call centre operations offshore in an attempt to save money," he says."However, in 2007 they finally got the message that customers weren't happy with the service they received from these overseas call centres, and they've brought them back to the UK.We're even seeing television ads that highlight the fact a company has a UK call centre.I think this can only be good for UK customers and UK businesses."
  
  While this development has been welcomed by the industry, it has put a greater emphasis on the activities of UK call centres.Loader believes they are increasingly focusing on quality, moving away from a basic transaction model, and giving consumers what they want.
  
  Another development is that those working in call centres are increasingly doing so from home."Call centre managers have traditionally liked to be able to see what the agents are doing," says Loader.
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  Loader says: "For example, by using Interactive Voice Response (IVR), the DVLA has allowed callers to pay their vehicle tax without the need to speak to an agent, but have ensured that the user experience is as friendly as possible."
  
  More generally, Loader feels that enhancements to IVR systems are an important element of what he terms "self-service 2.0." He explains: "The early IVR systems were very rudimentary.

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  www.mfgonline.co.uk/ccstory/32485/134/Rightshoring:_the - [Cached Version]
  Published on: 10/1/2007    Last Visited: 12/29/2007  

  Gordon Loader, of Avaya explained that in the past the Voice Over Internet Protocol platform suffered from a few niggles over quality of performance, which have now been ironed out.
  
  He added that contact centres are lagging behind other business process areas in terms of efficiencies and they are looking for something powerful that greatly improves their interaction with customers and increases revenue at the same time.Many have taken the multi-media route incorporating emails, SMS and instant messaging into the mix, which has made communication more complicated without having the desired impact on revenue streams.
  
  However, Loader says that the barriers to call centres are now falling away and the ‘enterprise ready to serve' concept is materialising.
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  Loader said this has created more meaningful proactive contact where there is a reason for calling a client based on back office information, for example, when an insurance policy comes up for review or a fixed rate on a mortgage comes to an end.With so much controversy over bank charge this technology gives banks and building societies opportunities to warn customers about charges, he added.
  
  Improved self serviceThe other area where technology can add major benefits is in the self service area such as interactive voice recognition (IVR).Whereas in the past, IVR was mainly used for basic transactional services, today it is much more sophisticated.Advanced speech recognition has greatly improved, said Loader, and virtual agents with personalities can provide conversational services online and be linked into contact centres.

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  www.mybusiness.net/articles/2006/10/17/messaging-and-un - [Cached Version]
  Published on: 10/17/2006    Last Visited: 7/18/2008  

  Gordon Loader, Avaya
  
  Gordon Loader, Director of Business Communications Applications, Avaya talks about Messaging and Unified Communications. From the "IP Communication Applications" Theatre, IP06 Event, Earls Court London, 17th & 18th October 2006. View the PDF Summary To listen to the mp3 click on the link below.(Having trouble downloading?Try: Right-click on DOWNLOAD -> "Save Target As")

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  beta.ipexpo.co.uk/Speakers/Gordon-Loader - [Cached Version]
  Published on: 11/5/2005    Last Visited: 9/2/2008  

  Gordon LoaderIP'08 Expo | Speakers | Gordon Loader
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  You are here: IP Expo / Speakers / Gordon Loader
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  Gordon Loader
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  Gordon Loader is Solutions Marketing Manager for Avaya's Customer Service portfolio.
  
  He has spent the last 20 years in the voice and data communications industry, working in a wide variety of areas including marketing, technical design, business consultancy, finance, and IT.
  
  Since 1990, he has been involved in the call and contact centre industry and has a comprehensive knowledge of both the technology and end user business perspectives.
  
  More recently he has concentrated on helping customers create and deliver business value through the migration to Avaya's Intelligent Communications framework.
  
  Prior to joining Avaya, Gordon worked for call centre specialist Aspect Communications for 8 years, holding positions in the UK and the US.

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  www.ipexpo.co.uk/Seminars/Wireless,-Mobility-Devices/We - [Cached Version]
  Published on: 10/13/2008    Last Visited: 8/27/2008  

  Presented by: Gordon Loader (Solutions Marketing EMEA) - Avaya
  
  The advent of 'presence' technologies represents a major step on the road to creating a truly converged, intelligent communications environment.The ability to locate and identify users and their communications preferences has powerful implications for enhancing communications and collaboration, and boosting business productivity.Gordon Loader will explore the key trends and explain how 'presence'-enabling your business can provide benefits to employees, customers and partners alike.

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  www.ipexpo.co.uk/index.php/Seminar-Categories/IP-Comms- - [Cached Version]
  Published on: 10/13/2008    Last Visited: 8/27/2008  

  Presented by: Gordon Loader (Solutions Marketing EMEA) - Avaya

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  www.fsteurope.com/currentissue/article.asp?art=272674&i - [Cached Version]
  Published on: 10/13/2008    Last Visited: 4/23/2008  

  If you don't keep your customers happy, your competitors will be only too keen to step in. FST spoke with KANA Software's Lindsay McEwan, Gagan Bhatnagar of Capgemini, Avaya's Gordon Loader and Danny Singer of Noetica about this increasingly vital front in the battle for market share.
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  Gordon Loader is Senior Solutions Marketing Manager for Avaya's Customer Service portfolio.He has spent the last 20 years in the voice and data communications industry, working in a wide variety of areas including marketing, technical design, business consultancy, finance and IT.He has been involved in the call and contact centre industry since 1990 and has a comprehensive knowledge of both the technology and end user business perspectives.

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