Biographical Information

Ted Bray

Ted Bray is Director of Product Marketing and Sales Enablement for Avaya's contact center applications. Previously at Avaya, Ted held leadership roles as a Practice Leader with Avaya Technology Consulting; and as the Business Unit Leader for Avaya Voice Self Service. Prior to joining Avaya, Ted served as Vice President of Marketing with XAware, Director of Product Management with Edify, and held management roles at AT&T and with the Alliance Insurance Companies. Ted holds a Masters in Business Administration degree from Kansas State University, and a Bachelor of Science degree, with majors in Business Management and in Marketing. He currently serves on the board of trustees at McPherson College. Ted is routinely published in contact center periodicals and is a frequent conference speaker in the areas of contact center automation.

Articles by Ted Bray

Microsoft Serves Unified Communications

The company will make Microsoft Speech Server 2007 a part of the broader Microsoft Office Communications Server 2007, discontinuing Speech Server as a standalone offering; Windows Vista will have speech recognition in eight languages, a Windows first.>

Information Today Acquires SpeechTEK and Speech Technology Magazine

Information Today, Inc. (ITI) has acquired SpeechTEK Conferences and Expositions and Speech Technology Magazine of Lexington from AmComm Holdings.>

A Multi-Channel Service Strategy to Meet Real Customer Needs

When it comes to service, customers express a preference for agents by a wide margin. But consumer studies show that when customers need to reach an enterprise, they will take advantage of all available channels. That's good news, because as much as they would like to, most enterprises simply can't afford an agent to personally handle every customer service transaction. In addition, enterprises increasingly find that many customers prefer the convenience of self-service. However, tactical solutions to curb costs often leave out an important element: a  consistent customer experience across all channels.>

China: Can You Really Scale?

According to Ted Bray, practice leader of speech & IVR at Avaya Technology & Consulting, "The need within China for effective voice self-service solutions will also grow at a frenetic pace, and the solutions that are delivered into this market had better be prepared to scale."

What To Do When Callers Aren’t Using Speech

Ted Bray, director for strategic planning and product management for voice automation at Avaya, suggests that we look at the core principles of successful deployments to figure out what has gone wrong and how to repair the problem so that callers will want to continue to use speech.