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132-S-70 - Avaya Voice Self-Service Design(R) Elective - BrainDump Information

Vendor Name : Avaya
Exam Code : 132-S-70
Exam Name : Avaya Voice Self-Service Design(R) Elective
Questions and Answers : 77 Q & A
Updated On : March 19, 2019
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132-S-70 exam Dumps Source : Avaya Voice Self-Service Design(R) Elective

Test Code : 132-S-70
Test Name : Avaya Voice Self-Service Design(R) Elective
Vendor Name : Avaya
Q&A : 77 Real Questions

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Avaya Avaya Voice Self-Service Design(R)

Avaya Updates Self-provider software To enhance client provider in New period of intelligent Communications | killexams.com Real Questions and Pass4sure dumps

• Avaya Voice Portal four.0 and Interactive Response 3.0 Debut at SpeechTEK 2007 With accelerated Speech Automation Capabilities, more desirable Scalability

SpeechTEK, big apple, the big apple – Avaya Inc. (NYSE:AV), a leading international company of business applications, programs and functions, nowadays debuted new types of its business-main self-service software. the new enhancements make it less demanding and extra reasonable to enrich consumer provider with speech automation, and supply a foundation for using self-service to create quicker, extra productive business approaches.

the brand new products, which can be showcased at today’s SpeechTEK 2007 in long island metropolis (Avaya’s booth #603), consist of Avaya Voice Portal four.0, the company’s flagship self-carrier application, and Interactive Response three.0, one of the crucial industry’s most widely-deployed self-provider platforms. also unveiled changed into the new edition of Avaya Dialog dressmaker four.0, a tool for constructing subsequent-era speech self-carrier functions.

Self-service purposes supply organizations an automatic strategy to consumer carrier, enabling valued clientele to have enhanced control over interactions. by means of speech-enabling self provider, americans can use spoken commands by way of mobilephone to relay tips to computerized programs and complete transactions. Avaya Voice Portal makes use of Session Initiation Protocol (SIP) and net carrier technologies to let corporations combine speech self-carrier into consumer provider and business strategies.

The new version of Avaya Voice Portal points improved assist for the latest internet specifications, including CCXML, programmable internet services and VoiceXML 2.1. This creates an open, multi-vendor ambiance that speeds and simplifies the mixing of speech self-service, whereas reducing its cost of deployment. Avaya Voice Portal and Dialog dressmaker also function new web features offering a quicker, more competitively priced approach to use speech in outbound calling purposes. ‘Outcall’ capabilities are vital to companies such as legislations businesses or hospitals, which can use Avaya’s solution to more efficaciously integrate speech into an latest appointment scheduling utility, and have it instantly name shoppers to ask them to ascertain appointments the usage of speech.

Avaya Voice Portal additionally supplies scalability enhancements with a four-fold boost within the quantity of simultaneous self provider transactions that can also be supported per equipment. This reduces total charge of possession for working self-carrier, and helps corporations extra effectively control self-service purposes across a whole world commercial enterprise. also, direct integration to SIP trunk strains helps companies extra lessen network fees whereas providing a groundwork for SIP presence in multi-media applications, similar to video-based mostly self-carrier.

Avaya Voice Portal has been designed to work with Communications Enabled company strategies (CEBP) – tactics that automate the human collaboration required to conduct company. Voice Portal’s enhancements will simplify the mixing of speech self-provider inside CEBP, assisting to improve the automation of tactics equivalent to give chains. for example, Voice Portal can aid notify paying for brokers when materials run low, and ask them to reply computerized questions or supply a status the use of speech.

Avaya To help eTelecare retain shoppers convinced With Speech Self-carrier in keeping with contemporary analysis from Frost & Sullivan[ ], Avaya is the 2007 market chief in interactive voice response techniques, with its self-service solutions used by means of a wide array of groups. eTelecare global options (NASDAQ: ETEL), a leading provider of business technique outsourcing (BPO) options, is an organization who is popping to Avaya to bring self-carrier to many of its purchasers. eTelecare is in the technique of imposing Avaya Voice Portal to assist customers ranging from Fortune 500® monetary firms to international technology agencies increase self-carrier functions (akin to customer satisfaction surveys, menu navigation and transaction processing) the usage of speech.

“The cost of speech in self-provider is turning out to be because it proves to be an important asset in the start of stellar consumer service,” referred to Kris Weitz Rammer, Chief suggestions Officer. “Any time you can provide a customer a human voice and a choice of alternate options, you are including value. We believe Avaya Voice Portal will support us do that in the most useful and effective method.”

As a leading outsourcer of contact center solutions, eTelecare should use the gold standard and versatile solutions. in accordance with Weitz Rammer, Avaya’s method lets them use a complete self-provider answer that can exist on a single, built-in platform. consequently, the company expects software construction to be sooner and consumer transactions to be sooner.

“leading firms are demanding consumer contact applications which will also be embedded of their consumer communications tactics,” referred to Joe Outlaw, major analyst, contact middle options, current evaluation.” in addition, they wish to be in a position to link, unlink, and re-hyperlink the applications in new approaches rapidly and inexpensively to handle new opportunities. Avaya’s Voice Portal is constructed on an advanced internet capabilities structure exceptionally to aid these forms of communications approaches via speedy and lessen-cost integrations and reconfigurations.”

extra details on New ProductsIn addition to Avaya Voice Portal 4.0, Avaya these days introduced these new self-service products and equipment. These products are now attainable globally:

Avaya Interactive Response 3.0 is a TDM and IP-based speech self carrier software that presents corporations the capability to adapt their confirmed self-service architecture to take expertise of the latest internet and speech applied sciences, together with VoiceXML 2.1, the trade normal language used to enhance speech self-carrier purposes. as a result, capabilities developed for Avaya Interactive Response are simply ported to the Avaya Voice Portal when a enterprise is able to evolve to IP telephony.

Avaya Dialog designer 4.0 is an Eclipse-based mostly utility building tool that enhances Avaya Voice Portal and Avaya Interactive Response via permitting corporations to speed up building of speech self-provider in ordinary telephony and web services environments. This new release adds assist for interacting with SIP signaling and the latest Nuance 9.0 speech applied sciences. IBM® speech applied sciences are additionally supported. Dialog clothier now supports business-average call manage extensible markup language (CCXML) and enhances desktop telephony integration and speak to middle capabilities through superior scaling and failover facets.

Avaya audio system Featured at SpeechTEKDuring SpeechTEK 2007, Avaya executives and technology experts will participate in a number of panels and presentations. These shows consist of:• Which Speech tools Are right for You? Monday, August 20, 3:00-4:00 p.m. Matt Whipple, Avaya solution Architect.

• Getting the Voice consumer Interface right When focus Goes incorrect. Tuesday, August 21, 1:30-2:30 p.m. David Martin, Avaya solution Architect.

• Advances in Video & Multimedia application Design. Tuesday, August 21, 2:forty five-3:45 p.m. Val Matula, Avaya Director, Multimedia analysis.

• Deploying Speech applications. Tuesday, August 21, 4:15-5:15 p.m. Bob Cooper, Avaya Voice Portal Chief Architect.

• Watch Your Grammar when Designing the Speech client journey. Tuesday, August 21, 4:15-5:15 p.m. Judi Halperin, Avaya Speech Engineer.

• special circumstances in Voice consumer Interface Design. Wednesday, August 22, eleven:45 a.m.-12:45 p.m. David Martin, Avaya solution Architect.

• most fulfilling – and Worst – Practices. Wednesday, August 22, 3:15-four:15 p.m. Michael Perry, Avaya Director, IVR & Speech Portfolio.


Avaya to supply computerized Speech applications for SpeechTEK 2006 | killexams.com Real Questions and Pass4sure dumps

o event uses Avaya's Self-service Assistant Showcasing the probabilities Enabled by using intelligent Communications and Speech Automation

o Avaya client international Speedway to spotlight How Speech Self-provider know-how Can force customer delight, income

BASKING RIDGE, N.J., July 26 // -- Attendees on the SpeechTEK 2006 conference and exhibition will get a close examine how businesses can pressure greater intelligent communications the use of speech applications that tap the benefits of a provider-oriented structure (SOA). For this 12 months's experience, attendees will use a brand new net capabilities-based convention assistant with speech entry that has been developed specifically for the exhibit by way of Avaya (NYSE:AV) and Interactive Northwest (INI), a premier member of the Avaya DeveloperConnection software.

This yr's SpeechTEK event is August 7-10, 2006 at the Marriott Marquis in manhattan, N.Y. The automatic convention assistant developed through Avaya and INI for SpeechTEK makes use of internet features to convey many conveniences to attendees together with:

o Voice-automatic access to the conference agenda from any phone.o Speech-activated instructions to vendor booths.o Maps pushed to the monitor monitors of Avaya VPN phones locatedthroughout the conference venue.o A textual content-message reminder to spotlight enormous displays andevents.o A speech-driven put up-convention survey to measure delight.

"The convention Assistant software developed for SpeechTEK showcases what's possible when companies use IP-based speech technology in a service-oriented community," mentioned Eileen Rudden, vp and popular manager, communications applications division, Avaya. "companies can serve selected enterprise wants by deploying more clever capabilities, and lines that carry the essential guidance americans should make faster decisions and get effects."

The software for SpeechTEK changed into developed by means of INI, a number one interactive voice response building firm and a Premier member of the Avaya DeveloperConnection software. They developed the solution the usage of the Avaya Dialog designer speech software device equipment, which gives a VoiceXML-compatible Avaya Voice Portal platform that speech-permits internet features across highly distributed firms. Avaya and INI also deployed equivalent speech-primarily based convention solutions for different routine sponsored by using Computerworld and the foreign association of Avaya clients (InAAU).

foreign Speedway makes use of Avaya Speech purposes to develop sales

The latest Avaya speech self-provider applied sciences will soon support raise customer carrier and power experience-linked revenue for foreign Speedway supplier (ISC), a leading promoter of NASCAR movements and other motorsport activities.

ISC makes use of applications from the Avaya consumer interplay Suite to serve the hundreds of thousands of fanatics who attend their hobbies each 12 months at its premier motorsports facilities nationwide, together with the world famous Daytona foreign Speedway, home of the Daytona 500®. The company already uses Avaya outbound customer contact applications, and plans to introduce speech applications to extra customize consumer communications.

the use of Avaya Interactive Response technology and an auto-dialer from Avaya DeveloperConnection top of the line member Viecore, Inc., ISC information messages to enthusiasts from leading NASCAR drivers -- promoting ticket availability and improvements, hospitality programs and different event-connected opportunities. the use of assistance that agents have gathered over time, ISC can customize outbound messages in the voice of a consumer's favorite driver. Message prompts permit consumers to switch at once to the ISC name center where an agent can finalize a transaction -- a potential that will be speech-enabled in its next part.

"With the outbound program at the moment in area, we now have viewed an increase in adventure-linked income at our contact facilities," mentioned Tom Canello, contact center director, ISC. "hearing a driver's voice has definitely made a difference, and the computerized system is terribly efficient. The fan purchase event will be additional improved with the combination of Avaya's speech self-service."

Panels and presentations address What's possible with Speech

Canello and Avaya executives will take part in panels and presentations all through SpeechTEK 2006 on the way to spotlight best practices and what's possible when speech is mixed with a service-oriented structure, net functions and intelligent communications. those displays consist of:

* SOA or SOL. Are carrier suppliers necessary? Tom Hanson, senior productmanager, CRM self-service options, Avaya. August 7, 1:30 p.m.

* Retail: how to sell greater the use of Speech technologies. Tom Canello, Avayacustomer and contact core director, foreign Speedway. August 7,1:30 p.m.

* Strategic and management Insights: traits Impacting SpeechTechnologies. Michael Perry, director, voice self-service solutions, Avaya. August eight, 11:00 a.m.

* Avaya arms-On Demo: working towards for Speech utility development tools.Erik Johnson, senior engineer, commercial enterprise communications functions,Avaya. August eight, 1:30 p.m.

* Deploying Speech functions: VoIP and Speech. Moderated by way of Ted Bray,apply leader, speech focus and IVR, Avaya. August eight, 2:00 p.m.

* tools and options: carrier-Oriented architecture. Ted Bray, practiceleader, speech focus and IVR, Avaya. August 8, 4:00 p.m.

* Keynote Panel. Eileen Rudden, vice president and usual manager,communications applications, Avaya. August 9, eight:30 a.m.

* Avaya Workshop: Streamlining business with clever Communications.Kristi Mathus, executive briefer, Avaya. August 9, 10:30 a.m.

* purchaser Electronics & Multimodal: improving Speech functions viaVideo. Dave Skiba, analysis scientist, multimedia applied sciences, Avaya.August 9, three:45 p.m.

* SpeechTEK university: SOA Tutorial with Avaya and IBM. Ted Bray,apply leader, speech attention and IVR, Avaya. August 9,eight:30 a.m.-12.

Avaya to reveal Speech solutions at booth #603

Avaya will use its sales space at SpeechTEK (#603) to showcase a extensive latitude of speech-enabled functions, construction tools and features, together with:

* Avaya Voice Portal, a application platform that supports a service-orientedarchitecture and gives a quicker, simpler strategy to speech-permit Webservices across extremely distributed firms.

* Avaya Dialog designer, an application development tool that givesbusinesses a cost-helpful strategy to velocity development of self-serviceapplications in both a traditional telephony and net servicesenvironment.

* Avaya Unified verbal exchange center, a mobility answer that helpsworkers directly access crucial communications tools and assistance(including email, voicemail and contacts) by means of any cell usingsimple and intuitive speech commands.

* Avaya world functions, a company of skilled consultants andtechnologists offering the comprehensive help businesses want toevolve to speech-driven self-provider and to combine speech into theircontact core operations.

About Avaya

Avaya Inc. designs, builds and manages communications networks for greater than 1 million agencies international, including ninety p.c of the FORTUNE 500(R). concentrated on companies tremendous to small, Avaya is an international chief in comfy and professional web Protocol (IP) telephony methods and communications utility purposes and functions.

using the convergence of voice and statistics communications with business functions -- and amazing by complete international features -- Avaya helps clients leverage present and new networks to achieve advanced company results. For more suggestions seek advice from the Avaya web page: www.avaya.com/.

supply: Avaya Inc.

CONTACT: Media, Jonathan Varman, +1-908-953-6432, jvarman@avaya.com; or Investor, Matt Booher, +1-908-953-7500, mbooher@avaya.com, both of Avaya Inc.

internet site: http://www.avaya.com/

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Avaya Zang launches drag-and-drop development tool | killexams.com Real Questions and Pass4sure dumps

Avaya has added Zang Workflow, a drag-and-drop development device for embedding communications into mobile and cloud-based purposes. Zang Workflow is a component of Avaya's Zang Cloud, a communications platform as a provider, or CPaaS.

Avaya Zang Workflow is a graphical design tool that doesn't require expertise of programming languages. in its place, clients can drag and drop communique elements, reminiscent of SMS and voice, right into a design tool. The provider become first created for Avaya Breeze, a platform that lets groups construct their personal software and embed Avaya's UC functions.

Tim Banting, an analyst at current evaluation, stated Avaya Zang Workflow's drag-and-drop capabilities develop the accessibility of CPaaS beyond IT departments. He pointed out the carrier can be used in different departments, reminiscent of contact facilities and consumer service.

In different Avaya information, the vendor filed a reorganization plan previous this month as a part of its chapter court cases. The plan outlines how Avaya can cut back its prefiling debt via greater than $four billion, keep U.S. pension plans and restructure through a debt-for-fairness exchange with certain secured creditors.

Avaya has requested a may additionally 25 hearing with the bankruptcy court to accept as true with approval of the disclosure observation related to the reorganization plan. If the statement is permitted by using the court docket, Avaya will distribute the statement and reorganization plan to balloting collectors.

meanwhile, Avaya revenue continues to say no, in line with preliminary fiscal effects. The seller's 2d-quarter revenue is anticipated to be round $800 million, about an 11% drop from last year's second quarter. reputable fiscal consequences are expected in may also.

Edgewater Networks, Polycom associate for UC service

community facet orchestration provider Edgewater Networks and collaboration expertise issuer Polycom have partnered on a unified communications multilevel intelligence carrier.

The UC carrier permits provider providers and companies to bring together and analyze facts to provide visibility into voice and video calls from the endpoint throughout the WAN. facts can be amassed from Polycom voice endpoints, Edgewater's premises-primarily based clever aspect portfolio and cloud analytics engines.

performance issues and security threats can be clinically determined and addressed centrally via Edgewater's carrier manage middle. The partnership between Polycom and Edgewater will include interoperability trying out of Polycom endpoints to streamline customer deployments.

TeleSign launches API carrier, gets acquired

Wholesale communications and service capabilities provider BICS noted it will purchase CPaaS company TeleSign for $230 million. The acquisition is anticipated to extend BICS from a global service to an conclusion-to-end CPaaS company that presents a provider community and communications platform. With the acquisition, Belgium-primarily based BICS can extend its attain in North america.

TeleSign, based in l. a., will continue to function independently as a totally owned subsidiary of BICS. The transaction is expected to close at the end of the third quarter.

TeleSign has additionally launched self-provider capabilities to open its platform and allow less complicated access to communication and safety APIs for utility developers.

The self-carrier capabilities enable builders to create an account, look at various and buy APIs and software construction kits (SDKs) to embed into web and cellular apps with out a contract commitments or minimum transaction necessities. developers can entry conversation APIs for SMS and voice, and safety APIs and SDKs for fraud risk evaluation and consumer verification.


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Avaya Voice Self-Service Design(R) Elective

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Software facilitates speech application automation. | killexams.com real questions and Pass4sure dumps

Press Release Summary:

IP-based Avaya Voice Portal Software provides way to speech-enable Web services in customer service operations. Supporting Red Hat Linux Enterprise 3.0, product features license pooling and automatic failover capabilities. Centralized management gives IT supervisors single interface to manage all self-service interactions across organization. Eclipse-based Dialog Designer facilitates creation of speech self-service applications.

Original Press Release: New Avaya IP Self Service Solutions Deliver Intelligent Communications Through Speech Automation - Avaya Voice Portal speech self service software drives greater cost-efficiencies, improved business continuity and simplified management across customer service operations.

- Avaya Dialog Designer speeds and simplifies development of next-generation speech applications within a service-oriented architecture (SOA).

BASKING RIDGE, N.J., Aug. 1 Avaya Inc. (NYSE:AV), a leading global provider of business communications applications, systems and services, today announced the next generation of its Internet protocol (IP)-based speech self service solutions that deliver enhanced levels of customer service using the power of voice. The new Avaya Voice Portal software platform integrates within a service-oriented architecture (SOA), providing a faster, easier way to speech-enable Web services across highly-distributed enterprises. This drives new cost-efficiencies and increased business continuity through speech self service, and makes it simpler to manage a company's customer service operations.

Today, Avaya also introduced a new speech application development tool, Avaya Dialog Designer, which enables designers to speed development of speech self-service applications in a cost-efficient manner. Created for integration with Web services or in traditional environments, Avaya Dialog Designer supports both Avaya Voice Portal and Avaya Interactive Response.

"A growing number of businesses are adding speech applications to enhance customer experiences and contact center functionality. This coincides with the shift to service-oriented architectures that employ Web-based technologies to leverage a company's existing call processing, voice response and customer support systems," said Dan Miller, senior analyst, Opus Research. "As a pioneer in open IP communications, Avaya is in a leading position to help businesses gracefully migrate to the next level of speech-enabled, phone-based self service."

Avaya Voice Portal Decreases Total Cost of Ownership, Improves Application Availability and Makes System Management Simple

The Avaya Voice Portal significantly reduces the costs of deploying speech self service by using a company's existing Web services in a service-oriented architecture -- a software-based approach to integrating disparate applications based on open standards technologies. IT staff can lower total cost of ownership (TCO) by re-using existing software components and applications to more efficiently introduce speech self service. The Avaya Voice Portal also supports the standards-based Red Hat Linux Enterprise 3.0 platform, reducing overall server and training costs associated with speech deployments.

Higher availability -- which is the continuous, reliable and secure operation of critical applications -- is achieved through the unique IP-based architecture of Avaya Voice Portal. The software features license pooling and automatic fail over capabilities, delivering greater business continuity of self service at a lower cost by eliminating the need to over-provision, or purchase extra licenses, to help ensure survivability. For instance, if a media server fails in one part of a business, licenses and workload are automatically distributed to other servers, giving customers more consistent 'always-on' access.

The Avaya Voice Portal also contains simplified management and integration capabilities tailored for globally distributed enterprises. Higher scalability now gives IT staff a more flexible way to deploy speech self service from as low as one port (i.e. speech interaction) to thousands of ports. Centralized management capabilities simplify administration by giving IT supervisors a single interface to manage all self service interactions across an entire organization.

For developers, the Avaya Voice Portal includes the new Dialog Designer, an Eclipse-based application development tool that allows designers to more easily and efficiently create new speech applications. Eclipse is a technology framework that enables Dialog Designer to interoperate with a broad range of standards-based development tools, letting designers use their preferred languages to create applications. Dialog Designer also features a common VoiceXML 2.0 browser for use with Avaya Voice Portal and Interactive Response, helping reduce design risks caused by browser incompatibility.

The Avaya Voice Portal and Avaya Dialog Designer are part of the company's Customer Interaction Suite, a core component of Avaya's family of IP-based MultiVantage(TM) Communications Applications. These new products will be showcased at SpeechTEK 2005 in New York City, August 1-3 at Booth #603.

New Avaya Solutions Speed Development and Deployment of Speech Applications for Gold Systems, Language Line Services

The market for speech automation is growing at a brisk rate, with research firm Datamonitor estimating that spending in North America and EMEA will grow to roughly $1.6 billion by the end of 2009.

A company participating in early trials of the Avaya Voice Portal and Dialog Designer is Gold Systems, an independent software vendor that creates self service software for Fortune 1000 companies, including the insurance, financial services, retail and utilities industries and for large government agencies. Gold Systems is a member of the Avaya DeveloperConnection program, which promotes development of third-party products compatible with Avaya solutions.

In field trials of Avaya Dialog Designer, Gold Systems developed a trial speech application to automate order status inquiries for a large online bookseller.

"We found that Dialog Designer gave us great flexibility as we worked with the bookseller's Web service," said Herb Morreale, chief technology officer for Gold Systems. "Dialog Designer automatically determines the types of information available through a Web service and enables us to easily write the code needed to get to that information, and share it with a caller via speech."

Another company undergoing trials of Avaya self service is Language Line Services, which provides on-demand over-the-phone language interpretation services 24/7, in over 150 languages, for consumers and businesses. Language Line is trialing Avaya Voice Portal to meet their customer needs around the world.

"Avaya Voice Portal delivers the high-availability and multilingual capabilities that are key to our support of customers and Interpreters located around the globe," said Thomas Sterns, director, Advanced Technology Development for Language Line. "The ability to distribute voice self service support across our contact center infrastructure helps ensure callers successfully and quickly reach our Interpreters anywhere they are located around the world -- whether in our contact center or taking calls from home."

"Avaya Voice Portal enables businesses to bring the power of voice to self service solutions -- a critical element of customer service in an 'always on' world," said Eileen Rudden, vice president and general manager, Enterprise Communications Applications Division, Avaya. "With advanced levels of open standards support and high availability, the Avaya Voice Portal gives businesses all of the tools required to develop and deploy more intelligent speech self service that makes customers more satisfied and businesses more profitable."

Standards Support and Platforms for Avaya Voice Portal and Dialog Designer

The Avaya Voice Portal and Dialog Designer support many of the most common software standards including Java2, JDBC, Java Servlet, Web Services Description Language (WSDL), SOAP and XML.

The Avaya Voice Portal runs across Session Initiation Protocol (SIP) and H.323 compliant media gateways, as well as traditional TDM architectures. It can be deployed on IBM WebSphere Application Server, Apache Tomcat, and other Java2 based services. Its distributed high-performance VoiceXML 2.0 media-processing software runs on any certified Red Hat Linux Enterprise 3.0 Intel or AMD platform. Also supported are standard speech engines through the MRCP standard. MRCP standard engines include IBM WebSphere Voice Server and the ScanSoft Open Speech Recognizer.

About Avaya

Avaya Inc. designs, builds and manages communications networks for more than one million businesses worldwide, including over 90 percent of the FORTUNE 500(R). Focused on businesses large to small, Avaya is a world leader in secure and reliable IP telephony systems and communications software applications and services.

Driving the convergence of voice and data communications with business applications -- and distinguished by comprehensive worldwide services -- Avaya helps customers leverage existing and new networks to achieve superior business results. For more information visit the Avaya website: www.avaya.com/

CONTACT:

Investor, Matt Booher, +1-908-953-7500, mbooher@avaya.com, both of Avaya Web site: www.avaya.com/

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TeleTech Holdings (TTEC) CEO Ken Tuchman on Q1 2015 Results - Earnings Call Transcript | killexams.com real questions and Pass4sure dumps

No result found, try new keyword!They challenged us to design and deploy one branded experience that would ... management systems that provide more personalized and relevant responses; improving self-service tools to enhance and/or r...

Avaya Updates Self-Service Software To Enhance Customer Service in New Era of Intelligent Communications | killexams.com real questions and Pass4sure dumps

• Avaya Voice Portal 4.0 and Interactive Response 3.0 Debut at SpeechTEK 2007 With Expanded Speech Automation Capabilities, Improved Scalability

SpeechTEK, New York, NY – Avaya Inc. (NYSE:AV), a leading global provider of business applications, systems and services, today debuted new versions of its industry-leading self-service software. The new enhancements make it easier and more cost-effective to improve customer service with speech automation, and provide a foundation for using self-service to create faster, more productive business processes.

The new products, which are showcased at today’s SpeechTEK 2007 in New York City (Avaya’s booth #603), include Avaya Voice Portal 4.0, the company’s flagship self-service software, and Interactive Response 3.0, one of the industry’s most widely-deployed self-service platforms. Also unveiled was the new version of Avaya Dialog Designer 4.0, a tool for developing next-generation speech self-service applications.

Self-service applications give businesses an automated approach to customer service, enabling customers to have greater control over interactions. By speech-enabling self service, people can use spoken commands via phone to relay information to automated systems and complete transactions. Avaya Voice Portal uses Session Initiation Protocol (SIP) and Web service technologies to let businesses integrate speech self-service into customer service and business processes.

The new version of Avaya Voice Portal features expanded support for the latest Internet standards, including CCXML, programmable Web Services and VoiceXML 2.1. This creates an open, multi-vendor environment that speeds and simplifies the integration of speech self-service, while reducing its cost of deployment. Avaya Voice Portal and Dialog Designer also feature new Web Services offering a faster, more cost-effective way to use speech in outbound calling applications. ‘Outcall’ capabilities are important to businesses such as law firms or hospitals, which can use Avaya’s solution to more efficiently integrate speech into an existing appointment scheduling application, and have it automatically call clients to ask them to confirm appointments using speech.

Avaya Voice Portal also delivers scalability enhancements with a four-fold increase in the amount of simultaneous self service transactions that can be supported per system. This reduces total cost of ownership for operating self-service, and helps companies more efficiently manage self-service applications across an entire global enterprise. Also, direct integration to SIP trunk lines helps businesses further lower network costs while providing a foundation for SIP presence in multi-media applications, such as video-based self-service.

Avaya Voice Portal has been designed to work with Communications Enabled Business Processes (CEBP) – processes that automate the human collaboration required to conduct business. Voice Portal’s enhancements will simplify the integration of speech self-service within CEBP, helping to improve the automation of processes such as supply chains. For instance, Voice Portal can help notify purchasing agents when supplies run low, and ask them to answer automated questions or provide a status using speech.

Avaya To Help eTelecare Keep Customers Satisfied With Speech Self-Service According to recent research from Frost & Sullivan[ ], Avaya is the 2007 market leader in interactive voice response systems, with its self-service solutions used by a wide range of companies. eTelecare Global Solutions (NASDAQ: ETEL), a leading provider of business process outsourcing (BPO) solutions, is a company who is turning to Avaya to bring self-service to many of its clients. eTelecare is in the process of implementing Avaya Voice Portal to help clients ranging from Fortune 500® financial firms to global technology companies enhance self-service functions (such as customer satisfaction surveys, menu navigation and transaction processing) using speech.

“The value of speech in self-service is growing as it proves to be an important asset in the delivery of stellar customer service,” said Kris Weitz Rammer, Chief Information Officer. “Any time you can give a customer a human voice and a choice of options, you are adding value. We think Avaya Voice Portal will help us do this in the most advantageous and efficient way.”

As a leading outsourcer of contact center solutions, eTelecare must use the most reliable and flexible solutions. According to Weitz Rammer, Avaya’s approach lets them use a complete self-service solution that can exist on a single, integrated platform. As a result, the company expects application development to be quicker and customer transactions to be faster.

“Leading enterprises are demanding customer contact applications which can be embedded in their customer communications processes,” said Joe Outlaw, principal analyst, contact center solutions, Current Analysis.” In addition, they want to be able to link, unlink, and re-link the applications in new ways rapidly and inexpensively to address new opportunities. Avaya’s Voice Portal is built on an advanced Web Services architecture specifically to support these kinds of communications processes through rapid and lower-cost integrations and reconfigurations.”

More Details on New ProductsIn addition to Avaya Voice Portal 4.0, Avaya today introduced these new self-service products and tools. These products are now available globally:

Avaya Interactive Response 3.0 is a TDM and IP-based speech self service application that offers businesses the ability to evolve their proven self-service architecture to take advantage of the latest Web and speech technologies, including VoiceXML 2.1, the industry standard language used to develop speech self-service applications. As a result, capabilities developed for Avaya Interactive Response are easily ported to the Avaya Voice Portal when a business is ready to evolve to IP telephony.

Avaya Dialog Designer 4.0 is an Eclipse-based application development tool that complements Avaya Voice Portal and Avaya Interactive Response by allowing businesses to accelerate development of speech self-service in traditional telephony and Web services environments. This new release adds support for interacting with SIP signaling and the latest Nuance 9.0 speech technologies. IBM® speech technologies are also supported. Dialog Designer now supports industry-standard call control extensible markup language (CCXML) and enhances computer telephony integration and contact center capabilities through advanced scaling and failover features.

Avaya Speakers Featured at SpeechTEKDuring SpeechTEK 2007, Avaya executives and technology specialists will participate in a range of panels and presentations. These presentations include:• Which Speech Tools Are Right for You? Monday, August 20, 3:00-4:00 p.m. Matt Whipple, Avaya Solution Architect.

• Getting the Voice User Interface Right When Recognition Goes Wrong. Tuesday, August 21, 1:30-2:30 p.m. David Martin, Avaya Solution Architect.

• Advances in Video & Multimedia Application Design. Tuesday, August 21, 2:45-3:45 p.m. Val Matula, Avaya Director, Multimedia Research.

• Deploying Speech Applications. Tuesday, August 21, 4:15-5:15 p.m. Bob Cooper, Avaya Voice Portal Chief Architect.

• Watch Your Grammar when Designing the Speech Customer Experience. Tuesday, August 21, 4:15-5:15 p.m. Judi Halperin, Avaya Speech Engineer.

• Special Cases in Voice User Interface Design. Wednesday, August 22, 11:45 a.m.-12:45 p.m. David Martin, Avaya Solution Architect.

• Best – and Worst – Practices. Wednesday, August 22, 3:15-4:15 p.m. Michael Perry, Avaya Director, IVR & Speech Portfolio.



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