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3313 - Avaya Aura Contact Center Maintenance and Troubleshooting Exam - BrainDump Information

Vendor Name : Avaya
Exam Code : 3313
Exam Name : Avaya Aura Contact Center Maintenance and Troubleshooting Exam
Questions and Answers : 63 Q & A
Updated On : April 18, 2019
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3313 Avaya Aura Contact Center Maintenance and Troubleshooting Exam

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3313 exam Dumps Source : Avaya Aura Contact Center Maintenance and Troubleshooting Exam

Test Code : 3313
Test Name : Avaya Aura Contact Center Maintenance and Troubleshooting Exam
Vendor Name : Avaya
Q&A : 63 Real Questions

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Avaya Avaya Aura Contact Center

Avaya and Afiniti partner to carry entertaining and confirmed, AI-pushed Behavioral Pairing to the Contact center | killexams.com Real Questions and Pass4sure dumps

SANTA CLARA, Calif.--(business WIRE)--Avaya Holdings Corp. (NYSE:AVYA), the realm’s main provider of contact middle solutions, and Afiniti, the area’s leading company of AI-primarily based behavioral pairing solutions, nowadays introduced a strategic partnership to increase enterprise client adventure and call middle efficiency through a distinct integration of synthetic intelligence into contact core routing expertise.

this primary-of-its-kind collaboration will natively combine Afiniti enterprise Behavioral Pairing™ with the market-leading, Avaya Contact core platform on which business clients worldwide rely for reliability at scale.

Afiniti enterprise Behavioral Pairing discovers and predicts patterns of interpersonal behavior to optimally pair consumers with agents. With over ninety patents, Afiniti’s technology examines data and commercially accessible counsel tied to customer identity to examine patterns of a hit behavioral interactions and applies these patterns in true time to pressure improvements in health, enterprise profitability, and client satisfaction.

“each commercial enterprise is looking to get more out of their contact center, and AI is the subsequent fundamental shift within the method contact facilities function,” observed Jim Chirico, Avaya President and CEO. “Working with Afiniti provides a different, proven AI offering, and is another instance of Avaya investing in transformative technologies to bring unparalleled contact middle efficiency to agencies around the world.”

“This partnership highlights the shift within the communications and collaboration marketplaces towards synthetic intelligence and machine discovering applied sciences as a transformational device for big organizations,” noted Zia Chishti, Afiniti CEO and Founder. “today, Afiniti’s AI is helping to store lives and supplying billions of bucks in profitability to our world shoppers. Our new partnership and native integration with Avaya will speed up the tempo at which our joint consumers will drive exactly measurable cost to their shareholders and consumers.”

Watch the video of Jim Chirico, Avaya and Zia Chishti, Afiniti right here.

Optimizing interactions between shoppers and brokers leads to improved pride and loyalty, more desirable pleasant of life, and better salary and profitability. IDC estimates that the worldwide price of salary and value transactions flowing throughout the contact core in 2018 might be approximately

$5 trillion, reflecting alternatives in healthcare, telecommunications, travel, hospitality, utility, insurance, banking, amongst other industries with big, purchaser-dealing with operations. Avaya and Afiniti are partnering to optimize this market probability.*

“The native integration between Avaya and Afiniti will permit contact center valued clientele to without problems set up artificial intelligence technology to obtain measurably superior company effects,” observed Dr. E. Brent Kelly, foremost Analyst, KelCor, Inc. “This answer can also be applied to a lot of contact core enterprise metrics including improving earnings, lowering expenses and extending consumer pride and is peculiarly captivating as Afiniti reduces customer chance through the use of an influence primarily based pricing mannequin.”

Integrating the Afiniti enterprise Behavioral Pairing know-how into Avaya’s market-leading outbound and inbound voice routing solutions, Avaya air of secrecy® Contact core Elite, Avaya Proactive Outreach manager and Avaya Oceana®, extends the price of valued clientele’ existing Avaya funding whereas adding totally impactful AI capabilities.

study more about the Avaya and Afiniti strategic partnership in the weblog here.

This partnership will convey an AI edition of Avaya aura name center Elite in the third quarter this 12 months, enabling corporations to advantage from Behavioral Pairing for each on-premises and cloud deployments. Following this can be integration with Avaya Proactive Outreach supervisor and Avaya Oceana.

Afiniti remains a charter member of the A.I.connect, an Avaya-led initiative that brings together an ecosystem of carriers and developers taking an lively half in constructing AI-pushed options. A.I.join is accelerating the adoption of AI solutions in contact center and unified communications solutions.

*IDC research commissioned with the aid of Afiniti, and Afinti evaluation

About Avaya

Avaya is a worldwide chief in digital communications software, capabilities and gadgets for organizations of all sizes. Our open, intelligent and customizable options for contact facilities and unified communications present the pliability of Cloud, on-premises and hybrid deployments. Avaya shapes clever connections and creates seamless communication experiences for our customers, and their valued clientele. Our knowledgeable planning, assist and administration capabilities teams help optimize solutions, for totally respectable and effective deployments. Avaya Holdings Corp. is traded on the NYSE beneath the ticker AVYA. For extra tips, please consult with www.avaya.com

About Afiniti

Afiniti business Behavioral Pairing™ uses synthetic intelligence to determine delicate and helpful patterns of human interplay in order to pair individuals on the basis of conduct, resulting in more a hit interactions and measurable increases in business profitability. Afiniti operates throughout the realm, and has measurably pushed billions of bucks in incremental cost to its clients.

Afiniti has over a hundred and fifty deployments in important firms across a variety of sectors, together with telecommunications, insurance, economic capabilities, hospitality and healthcare, and has optimized greater than 600,000 agents and seven hundred million customers. Afiniti’s expertise consistently learns and improves, inspecting 1.3 million interactions daily to refine its pairings. For extra advice, please consult with http://www.afiniti.com

Cautionary be aware involving forward-searching Statements

This document carries certain "forward-looking statements." All statements apart from statements of ancient reality are "ahead-searching" statements for purposes of the U.S. federal and state securities legal guidelines. These statements can be recognized by way of forward searching terminology corresponding to "assume," "trust," "continue," "might," "estimate," "predict," "intend," "can also," "might," "our vision," "plan," "capabilities," "preliminary," "predict," "should," "will," or "would" or the negative thereof or different variations thereof or comparable terminology and include, however don't seem to be restrained to, anticipated characteristic releases, statements about future items, expected cash rate reductions and statements about increase, exchange list and improved operational metrics. The enterprise has based these ahead-looking statements on its present expectations, assumptions, estimates and projections. while the enterprise believes these expectations, assumptions, estimates and projections are most economical, such forward-searching statements are best predictions and contain established and unknown risks and uncertainties, many of which can be past its handle. The elements are discussed within the enterprise's Registration observation on kind 10 filed with the Securities and exchange fee, may cause its precise effects, performance or achievements to differ materially from any future results, efficiency or achievements expressed or implied through these ahead-searching statements. For a further listing and outline of such risks and uncertainties, please check with the company's filings with the SEC that are available at www.sec.gov. The business cautions you that the checklist of vital elements covered in the business's SEC filings can also not include all the cloth components which are crucial to you. furthermore, in light of those hazards and uncertainties, the concerns referred to within the forward-searching statements contained in this report might also now not basically take place. The enterprise undertakes no obligation to publicly replace or revise any forward-looking statement as a result of new counsel, future movements or in any other case, apart from as in any other case required by means of legislation.

supply: Avaya Newsroom

Avaya Releases air of secrecy Contact core | killexams.com Real Questions and Pass4sure dumps

Avaya launched Avaya charisma Contact core, a multimedia work task utility for mid-sized contact facilities that connects consumers, agents, and specialists. The software makes use of voice, video, electronic mail, or net chat to assist businesses manage client experience, agent productivity, and value-rate reductions inside contact centers.

Avaya air of mystery Contact middle seeks to enhance customer experience with Session Initiation Protocol (SIP)-based mostly communications. This "greater necessities-primarily based strategy to IP infrastructure helps with interoperability across the enterprise,” says Sheila McGee-Smith, president and main analyst at McGee-Smith Analytics, LLC. “Over an SIP community, the usage of SIP trunking, we then ship that name to the most beneficial accessible useful resource whether that be a person in Chicago…or an authority in Paris. [SIP creates a very virtual contact middle across an commercial enterprise.”

In a statement to the press, Drew Kraus, analysis vice president of Gartner, mentioned, "[SIP] makes multimodal consumer service largely purchasable, in its place of confined to just large-funds contact centers. With continued adoption of multi-modal contact centers, and an evolving social media house, SIP is a growing to be area of interest for agencies."

via incorporating SIP, as well as a customer's previous heritage, Avaya charisma Contact center hopes to create collaborative classes in customer care. In creating a greater holistic consumer event, Avaya seeks to increase first-call decision and boost customer delight. Avaya air of mystery Contact middle's unified laptop allows for agents to concurrently manage one voice and five non-voice interactions.

inside chat, Avaya air of mystery Contact core can additionally detect context-delicate key terms that are matched with automatic responses, dashing up agent interaction. Avaya charisma Contact core can additionally create a listing of consultants who will also be reached via voice or IM, thereby decreasing search time for brokers.

Avaya has also lately launched and upgraded a couple of key products. air of mystery team of workers Optimization (WFO) permits Avaya consumers to list and computer screen agent audio and display activity. Proactive Outreach supervisor (POM) is designed to allow users to region all multimedia interactions on a single platform to increase outbound notification. Avaya has currently upgraded its Avaya IQ solution and modifications had been made to the aura name center Elite applicaiton; Avaya IQ 5.1 allows for an elevated ability of 900 clients and air of mystery call middle Elite 6.0 offers more advantageous capacity for tremendous firms, in addition to adaptive, predictive routing capabilities.

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Avaya name center 5.0 aspects New Capabilities

21 Jan 2008

The telecommunications powerhouse guarantees the brand new unencumber will aid agencies improve the ordinary client experience -- and cut fees.


01 Jun 2006

VoIP protocol SIP's capabilities in the contact core comes with both advantages and caveats.

Avaya Takes a SIP

31 Mar 2009

To streamline and improve customer service, Avaya unveils new contact center solutions designed across the architecture of the session initiation protocol.

Avaya Takes a clean seem at the Midmarket

eleven Jun 2009

industry pundits say the newest initiatives will support the business play seize-up.

Avaya Scales for Small businesses

03 Oct 2009

Pundits and business executives believe that the brand new IP office 5 expands performance while enhancing simplicity -- two components deemed necessities for achievement during this sector.

Avaya air of secrecy Contact core Integrates fb, Twitter | killexams.com Real Questions and Pass4sure dumps

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Avaya Aura Contact Center Maintenance and Troubleshooting Exam

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Avaya Certification Guide: Overview and Career Paths | killexams.com real questions and Pass4sure dumps

Credit: MajestiX B/Shutterstock

IT professionals may know Avaya for its networking and unified communications products, but the company is also a significant player in both customer relationship management (CRM) integration and team engagement solutions. With its roots in AT&T and Lucent Technologies, Avaya has grown into a multi-billion-dollar corporation with customers around the world.

The Avaya Professional Credential Program emerged from the need for highly knowledgeable and skilled individuals who could sell and design solutions for customers, as well as deploy and maintain Avaya products and solutions.

Job Opportunities for Avaya Credentialed Professionals

A quick check of such popular job boards as SimplyHired and Indeed show more than 2,000 open positions seeking candidates with Avaya skills or credentials. These include systems engineer, network engineer, technical manager, infrastructure engineer and telephony specialist, as well as a number of sale specialist and account manager positions.

Avaya skills also demand healthy salaries. For example, Glassdoor reports an average annual salary of $111,000 for technical staff, where a technical manager can expect around $125,000. The typical Avaya sales engineer salary is about $100,200, in a range from $79,800 to upward of $132,000.

Avaya Professional Credential Program Overview

Avaya credentials these days are aligned with Avaya engagement solutions. That means they are designed for Avaya solutions that support customer and team engagement, as well as fabric networking and the cloud. Avaya credentials fall into one of two broad categories:

  • Sales and Design: This category is for Avaya associates and channel partners who sell or design solutions based on customer needs.
  • Services: This category is open to anyone who implements, administers, maintains and troubleshoots Avaya products and solutions. Think of the Services credentials as those geared primarily to IT professionals.
  • Note: Because Sales and Design credentials are available only to Avaya business partners and associates, we focus on the Services credentials in the remainder of this article.

    Nearly all Avaya credentials are good for two years. To maintain a credential, you must meet recertification requirements before the credential expires, which typically means passing the current online test(s) or proctored exam(s).

    Avaya uses both online tests and proctored exams. Online tests are delivered through the Avaya Learning Center; they are free for Sales credentials and cost $90 USD for Services credentials. Proctored exams for Services certifications cost $125 USD and are available through Pearson VUE.

    Note: Just a heads-up that Avaya uses the term "credential" for certain designations and "certification" for others. The company also uses a few acronyms that span different sets of certifications. We try to stick with Avaya nomenclature as closely as possible, and point out acronym caveats where warranted.

    Avaya Services Credentials and Certifications

    The Services category has Professional Specialist credentials and Certified Specialist certifications. In case something isn't quite clear, all requirements and further details are spelled out in the Avaya Services Credential Guide.

    Professional Specialist Credentials

    Avaya Implementation Professional Specialist (AIPS) and the Avaya Support Professional Specialist (ASPS) candidates may take online tests through the Avaya Learning Center.

    Table 1: List of Professional Specialist Credentials

    Avaya Implementation Professional Specialist (AIPS) Credentials

    Avaya Support Professional Specialist (ASPS) Credentials

    Avaya IP Office PlatformAvaya Agile Communication EnvironmentAvaya Application Enablement ServicesAvaya Aura Application Server 5300 R3Avaya Aura Call Center Elite Multichannel

    Avaya ANAVAvaya Scopia EndpointsAvaya Proactive ContactAvaya one-X Speech

    Avaya IP Office Deployed as a BranchAvaya Hospitality Messaging Server 400Avaya Modular Messaging for Microsoft ExchangeAvaya UC Soft ClientsAvaya Aura Presence ServicesAvaya Aura Collaboration Environment

    Avaya Message NetworkingAvaya Call Management SystemAvaya Control ManagerAvaya Workforce ManagementAvaya Contact Center Select

    The AIPS specialist credentials are considered basic to intermediate and recognize an individual's ability to install and implement Avaya products. Candidates must have at least two years of experience, with one year specifically implementing the Avaya product to which a credential pertains.

    The senior-level ASPS credentials are more advanced and focus on installation, configuration, maintenance and so forth. The experience requirement increases to four years, with two years of hands-on experience with some particular Avaya product.

    Certified Specialist Certifications

    Avaya certifications include the Avaya Certified Integration/Implementation Specialist (ACIS) and the Avaya Certified Solution/Support Specialist (ACSS) certifications. The "I" in ACIS can stand for "Integration" or "Implementation," each with its own set of certifications. And the "S" in ACSS can stand for "Solution" or "Support," each with its own set of certifications.

    Table 2: List of Certified Specialist Certifications

    Avaya Certified Integration/Implementation Specialist (ACIS) Certifications

    Avaya Certified Solution/Support Specialist (ACSS) Certifications

    Avaya Certified Integration Specialist (ACIS)

    Avaya Certified Solution Specialist (ACSS)

    Avaya Midmarket Team Engagement SolutionsAvaya Enterprise Team Engagement SolutionsAvaya Fabric Networking Solutions

    Avaya Midmarket Team Engagement SolutionsAvaya Enterprise Team Engagement SolutionsAvaya Fabric Networking Solutions

    Avaya Certified Implementation Specialist (ACIS)

    Avaya Certified Support Specialist (ACSS)

    Avaya IP Office PlatformAvaya IP Office Contact CenterAvaya Aura Communication Manager and CM Messaging - EmbeddedAvaya Aura ConferencingAvaya Aura MessagingAvaya Aura Session Manager and System ManagerAvaya CallPilotAvaya Communication Server 1000 for Avaya Aura

    Avaya Modular Messaging with Avaya Message StoreAvaya Scopia SolutionAvaya Session Border Controller EnterpriseAvaya Aura Call Center EliteAvaya Aura Contact CenterAvaya Aura Experience Portal with Proactive OutreachAvaya Contact Recording and Avaya Quality MonitoringAvaya Interaction Center and Operational Analyst


    ACIS certifications are basic to intermediate, requiring at least two years of experience with relevant technologies. One of those years must involve direct, hands-on work with some specific Avaya product. The ACIS-Integration certs focus on installation, as well as configuration, configuration validation, bootstrapping and troubleshooting. The ACIS-Implementation certs also focus on installation, but validation, testing and so on focus on the installation itself.

    Senior-level ACSS certifications require a minimum of four years' experience, with two years in direct support of some particular Avaya product. These certs also fall into two camps (this time, Solution and Support), recognizing professionals who are highly knowledgeable of Avaya product architecture, such as components, features and functions.

    The ACSS-Solution certs get into acceptance testing, call flows, product commissioning and registration, troubleshooting integration between products, and log analysis. The ACSS-Support certs delve into product installation, testing, validation, administration and troubleshooting, especially of advanced configurations.

    Avaya Certification Training and Resources

    Although Avaya offers some training, the company also works with a number of partners to deliver training for Avaya products and services, and credentials and certifications. (Training is recommended, but not required.) The Avaya Training catalog can be a bit unwieldly to navigate, so it might be easier to drill down through a specific credential or certification to find associated course titles.

    Candidates who want to pursue one or more Avaya certifications but lack foundational knowledge of the technology upon which Avaya products are built are encouraged to contact WestNet Learning or The SIP School. In addition to courses, WestNet Learning offers a free Foundational Core Knowledge assessment tool that candidates can use to assess their current knowledge and areas in which they need to improve. The SIP School is well known for its Session Initiation Protocol (SIP) and Voice over IP (VoIP) training courses, as well as its own certification program. Both partners offer promotional pricing or discounts on training for Avaya credential/certification candidates.

    The 2014 CRM Rising Stars | killexams.com real questions and Pass4sure dumps

    There are many praiseworthy customer service vendors that, unfortunately, go unnoticed. Perhaps it's because they are young in age or small in size. Or perhaps they were once high flyers that have fallen below the radar. The purpose of our Rising Star awards is to identify and honor some of these worthy companies. This year, we recognize six of them.

    One company piqued our editors' interest for being 100 percent dedicated to social customer service. Another aims to simplify the migration to a multichannel customer service environment by offering its solutions through the cloud. We honor a 23-year-old company this year for creating a visual IVR designed for mobile devices. You'll find another industry veteran is recognized for creating a solution that not only quickly finds a customer service rep, but finds the most appropriate one available. Also in this venerated group is a company that promotes collaborative support. And, finally, we honor a young company that takes a novel approach to simplifying the customer feedback process.

    All of these companies add significant value to the customer experience. And, because of this, they have the potential to soar. Congratulations to this year's group of high flyers.

    ConversocialHelping Customers Tweet for a Refund

    Seeing an unfulfilled need, a company provides the tools to help move social support into the contact center<

    Some companies might dabble in social media, but it's a rare few that bet their entire business on it. Conversocial is one of those few. The company brings social media into the contact center for a more unified customer experience.

    Having a dedicated customer service team for social media is still a novel concept for most companies, but more are recognizing the need for dedicated social customer support. And Conversocial, just three years old itself, is at the forefront of this emerging market. ""This area has a lot of room to expand as companies mature their strategies and operations for social customer care," says Kate Leggett, a principal analyst at Forrester Research.

    As social media developed, the marketing and PR departments in B2C companies took up the challenge, using the channel to gauge consumer sentiment and communicate to customers. Under this model, customer service requests are often handled by giving the tweeter an email address or phone number to call. Conversocial saw a better way.

    "You can't community manage someone who needs a refund; you need to give them real customer service agents who can give them a refund. The only way companies could provide the level of customer service that was needed was to move social into the contact center," says Conversocial CEO Joshua March.

    Moving beyond the initial social media monitoring or outreach campaigns commonly used by marketers and public relations professionals, Conversocial's technology is specifically designed for customer service interactions. The solution provides analysis for response times and average handle times as well as the ability to adhere to service-level agreements (SLAs).

    "They have a robust agent desktop, supervisor tools, and reporting to manage and monitor social operations," Leggett notes. Conversocial can show how incoming content compares to average volume, or heighten the importance of requests made by influencers with a high number of followers. The product is "intended for customer service, so it has innate workflow, assignment, and prioritization. It's designed for social engagement, versus broader CRM applications which can be weighed down with legacy information," says Jenny Sussin, a Gartner analyst specializing in social CRM.

    Using natural language processing and machine learning, Conversocial filters unrelated messages, identifying tweets that are most likely to be customer service requests. Now the development team is turning its attention to intelligently threading those conversations together. Over the past several months, the company has been building out a new tool, Conversations, that pulls together multiple tweets or Facebook comments into a single case. Conversocial also plans to build direct connections to CRM systems in order to better integrate with its customers' existing data ecosystems.

    The company is growing fast, adding 60 clients in 2013, bringing its list to 150. Its customer mix leans toward B2C verticals such as retailers, banks, and travel companies. Clients include Tesco, Coach, BarclayCard, and Hertz. A former Hertz customer service executive recently joined the team, helping new client companies plan rollouts.

    Conversocial's biggest challenge won't be building a compelling product, but encouraging companies to make the jump to handling social media in the contact center. "Social customer care in many companies is still under the purview of marketing, which lacks the operational discipline of managing incidents to SLAs that contact center personnel do so well," Leggett says."There aren't many dedicated social customer service platforms. We're keen to promote the space," March says. "We think we see a clear route, a progression of social maturity, where social starts out purely in the marketing department and moves into customer service. Part of our mission is to help companies get to that stage and push the market forward."

    Founder/CEO: Joshua March

    Founded: 2010

    Headquarters: London and New York City

    Revenue: Undisclosed

    Customer Count: 150+, with 30,000+ responses made every month through the platform

    Employees: 45

    inContactDriving Multichannel Cloud Experiences

    With dynamic and cost-effective solutions, a contact center software provider helps treat customers 'like stars'

    There's a lot of talk about merging traditional customer service channels with newer interaction channels, such as social media. Unfortunately, not many companies are doing this in a cost-effective way that leverages the cloud. However, inContact is one of the few that are.

    As the cloud matures, so must cloud contact center software providers, says Mariann McDonagh, chief marketing officer at inContact. Since inContact's founding in 1997, the Utah-based provider of on-demand contact center software has transformed from a long-distance carrier to a company focused on contact routing and agent management applications. Today, inContact prides itself on delivering top-notch multichannel communication software through innovative, low-maintenance technology and ensuring that its clients treat their customers "like stars," McDonagh says.

    "Customers don't care what channels you support—they only care that you are in the ones they are in. People start with inContact because they realize how important it is to provide customer support across all channels," Ray Wang, founder and principal analyst at Constellation Research, says.

    Last year was a big year for inContact. In February, the company released version 13.1 of its cloud software, headlined by the addition of the universal queue. The new feature, which automatically assigns tasks to agents based on their skills, availability, and customer priority, also facilitates channel interlacing, determining when active modes of customer communication, such as voice, should take precedent over passive channels, such as email. "When a high-priority communication comes in, the system can trigger an interruption of other activities and ensure that agents direct their attention to the high-priority item," McDonagh explains. "The system is intelligent and actually knows where agents' strengths lie, allowing it to route tasks accordingly," she says.

    Within a month of its cloud software update, inContact announced that its universal queue will be expanded through a partnership with SoCoCare. The SoCoCare solution, which has been developed specifically for customer care agents, supervisors, and managers, will extend the universal queue capabilities to social interactions, enabling activity on Twitter, Facebook, LinkedIn, RSS feeds, blogs, and articles to be routed, skilled, and prioritized along with other contact center channel content. "The expanded multichannel queue creates an entirely unified flow of work," McDonagh says. "This makes the support process more consistent for the agent, and amounts to a better experience for customers," she adds.

    In its second major release of the year, inContact launched its Personal Connection outbound solution, which uses patented technology to eliminate greeting delays for callers. "There's nothing more awkward than complete silence at the other end of a phone call, and it's when most call abandons happen," McDonagh says. The Personal Connection solution uses a pacing engine algorithm to eliminate the delay and connect agents more efficiently, she explains.

    As the company evolves, McDonagh says inContact will continue "cocreating" with customers, identifying customer-centric strategies aimed at helping growing businesses thrive. "Most of our customers are growing businesses. That's why they choose the cloud," McDonagh says, citing customer Teleflora, a floral delivery company that relies heavily on the flexibility of a cloud solution. During peak times such as Valentine's Day, for example, Teleflora needs to scale up temporarily, and then scale back down. That's not something that an on-premises solution can provide, according to McDonagh. "Cloud has gone primetime," she says, "and as more and more companies turn to cloud-based solutions, we'll be ready with new offerings and increased availability via new channels."

    CEO: Paul Jarman

    Founded: 1997

    Headquarters: Midvale, UT

    Revenue: $110.5 million in 2012

    Employees: 400+ (2012)

    Customer Count: 1,300+ call center deployments

    Intelemedia CommunicationsPutting Its Best Agents Forward

    With its Leaders Choice Program, this company routes callers to the top-performing agents

    Imagine a technology that not only connects customers to a live agent, but connects them to the best agent available. That's exactly what Intelemedia Communications' technology can offer.

    Since 1993, Intelemedia Communications has provided outsourced contact center services and solutions for call center analytics, performance management, recording, reporting, scripting, and routing. Its newest offering, the Leaders Choice Program, is an intelligent routing system that identifies the best agents available in a particular queue and call center at a particular point in time and automatically routes calls to those agents. The technology tracks every call back to the specific call center and agent that handled it and identifies top performers based on predetermined criteria, such as sales conversions, service levels, customer satisfaction scores, average handling times, first call resolutions, or whatever other metrics the client wants to employ.

    The technology also enables Intelemedia to match specific call types and media types to each agent's individual skill set, route calls to specific agents based on the caller's propensity to buy a specific product, and identify repeat callers, and, through historic databases, predict if a specific caller is having difficulty resolving an issue. The system tracks the caller's activity and determines if he should be routed to a specific agent based on that activity.

    Ray Wang, founder and principal analyst at Constellation Research, notes that this is possible largely because "Intelemedia has executed some great partnerships that allow them to expand into new verticals and to augment analytics as well as A/B testing."

    Steve Trifelos, vice president of customer care call management at Intelemedia, says the program "is all about getting a higher percentage of calls to the best agents in the best call centers" within the company's network.

    Leaders Choice, Trifelos says, "shifts everything for the industry because of the impact clients will see on performance."

    Often in contact centers, performance and great customer service are at odds, but Trifelos says the Leaders Choice Program brings the two together.

    Also as part of the Leaders Choice Program, each contact center in a company network sees what all of the others are doing in real time. According to Trifelos, this encourages competition that drives them to perform better.

    Intelemedia works closely with those call centers that aren't performing well, creating improvement plans for individual agents or entire facilities. If after those efforts the facilities are still not performing well, they risk being cut from the network.

    "It's about giving our clients access to only the truly best contact centers," Trifelos says.

    In the year or so that Intelemedia has been actively promoting the Leaders Choice Program, it has picked up at least 12 big-name clients, and Trifelos says more are in the works.

    Among the customer signings so far are AIG, Time-Life, Dyson, Nautilus, Teeter Hang Ups, and Lunada Biochemical. "Most customers using Intelemedia love the quality of the customer agents," Wang says. Customers have reported increased sales ands conversion rates, better call handling, fewer abandoned calls, shorter calls, and quicker answer times.

    President and CEO: David Schreck

    Founded: 1993

    Headquarters: Plano, TX

    Revenue: undisclosed

    Employees: 60

    Customer Count: 50

    JacadaSeeing a New Path with Visual IVR

    Customers can touch their way through mobile interactions

    Jacada is not a newcomer to the customer service arena. The 23-year-old company has a long history as a provider of Web, mobile, and self-service solutions, agent desktops, and contact center process optimization technology. However, Jacada has made a name for itself in the past year as a pioneer in the development and advancement of visual IVR technology.

    First introduced at the close of 2012, Jacada Mobile Agent is a self-service product for smartphones and other mobile devices that visually maps out the steps of the customer service interaction. The company's visual IVR also supports data entry and can proactively mine knowledge bases for information and retrieve or update customer information in real time. For calls that require agent assistance, Jacada Mobile Agent provides a seamless transition to the voice channel. Once the call is connected to the agent, all of the steps already taken by the customer, as well as any data entered, are visible to the agent.

    In April, Jacada followed this release with Visual IVR Plus. Designed to use a company's existing IVR scripts, Visual IVR Plus presents users with a graphical, menu-driven interface that enables them to simply touch their way through the IVR. "Navigating a traditional IVR is tedious and cumbersome, waiting to hear all of the options to make sure that you select the right one. Just as pushing buttons replaced the rotary dial, touching selections on a screen is replacing the push button," said Guy Yair, co-CEO of Jacada, in a statement at the time. "Your IVR should keep up with how your customers are using their communication devices, and Visual IVR Plus enables that to happen by allowing them to communicate with customer service in a modern, less frustrating fashion."

    Paul Greenberg, president of The 56 Group, agrees. "Jacada has done something smart here," he says, calling the Visual IVR solution "a brilliant way of dealing with one of the most frustrating service problems that a company has--'kludgy' audio menus."

    The app, Greenberg adds, recognizes that "contemporary customers are increasingly mobile," and that "human beings respond more effectively to visual cues than audio ones."

    Traction is already building for Jacada's visual IVR technology. In September, the company partnered with Vocantas, which is offering the visual IVR capabilities to its healthcare, higher education, and utility customers.

    "Continuing to offer the best in IVR technology is a job we take seriously at Vocantas, and visual IVR is the best new offering available today," Gary Hannah, Vocantas' president and CEO, said in a statement.

    The first Vocantas product to incorporate Jacada's visual IVR technology is the Vocantas Utilities OnCall solution, which became available in October. With it, utility customers can pay bills, record meter readings, and check account balances. They can even include photos of their meter readings or send the utility their GPS coordinates when reporting an outage or service interruption.

    Jacada has also partnered with Cognizant Technology Solutions, which in September began to incorporate Jacada's customer service solutions, including the visual IVR offering, into its global delivery network. Hari Raja, head of Cognizant's CRM practice in the Americas, at the time called Jacada's visual IVR product a "path-breaking solution," adding that it "will fit into Cognizant's customer solutions strategy of advising and delivering next-generation customer experience solutions to our customers."

    Also in October, Jacada's Visual IVR Plus product was certified compliant with Avaya's Aura Experience Portal 6.0, a unified voice and self-service offering. Jacada's Visual IVR Plus, as well as its Workplace Agent Desktop and Agent Scripting solutions, are now available through the Avaya Dev Connect Select Product Program.

    Co-CEOs: Gideon Hollander and Guy Yair

    Founded: 1990

    Headquarters: Atlanta

    Revenue: $10.8 million

    Employees: 88

    Customer Count: N/A

    MVD Communications Achieves Platinum Certification Status with Avaya | killexams.com real questions and Pass4sure dumps

    CINCINNATI--Aug. 1, 20031, 2003--MVD Communications

    -- Company Helps Reynolds & Reynolds Reduce Costs, Improve Customer Satisfaction

    MVD Communications today announced that it has been certified as a Platinum BusinessPartner by Avaya , a leading global provider of communication networks and services to businesses.

    The Platinum certification is an industry-recognized designation that indicates MVD Communications has met a series of rigorous criteria to ensure superior technical competency and the ability to deliver best-in-class customer service and support as measured by an independent survey organization.

    One of the many companies that has benefited from MVD Communication's superior customer service is Reynolds & Reynolds Company, a national automotive applications provider and consulting firm based in Dayton, Ohio.

    Reynolds & Reynolds turned to MVD for a technology platform that would allow its Technical Assistance Center to provide industry-leading customer support over a variety of communication channels. MVD's solution included Avaya Interaction Center, a multimedia contact center solution that manages customer interactions across a variety of channels -- from Web chat and e-mail to fax and phone. Avaya Business Advocate software is used to route callers to the appropriate Reynolds contact center agent, regardless of where they are based.

    "MVD has freed my team to focus on the growth of the business," said Jim Smith, Director of Business Transformation for Reynolds. "They have helped us reduce costs and increase efficiencies, while simultaneously driving internal user satisfaction up by 15%."

    About the Avaya Platinum Certification

    MVD Communication's Platinum certification status helps assure customers that they are working with a reseller dedicated to quality and to service. For Avaya, the Platinum certification indicates a reseller's commitment to technical expertise and service of Avaya's converged voice and data networks and applications.

    "We are serious about implementing serious solutions for our customers, so we didn't take the commitment to achieve Platinum status lightly," said Jeff Black, President & CEO of MVD Communications. "The training and testing we had to go through were very worthwhile to our business and will propel us toward the future."

    For MVD to achieve the Platinum rating, the company had to meet specific customer service and performance criteria that included:

    -- Customer satisfaction ratings of 85 percent or higher.

    -- Certified employees who have completed courses and passed a rigorous exam to earn the designation "Avaya Certified Specialist." Avaya has one of the industry's leading programs to certify technical professionals in converged voice and data networks and applications, including IP telephony and unified communications.

    MVD Communications is one of only 19 Avaya BusinessPartners in the U.S. that have achieved the Platinum designation.

    "Avaya's strategy with its BusinessPartner program is to ensure that customers have a consistent, quality experience, whether they buy direct from Avaya or indirect through a partner like MVD Communications," said Todd Meister, Avaya Vice President, Global Channel Strategy and U.S. Distribution. "Through its commitment to certification, MVD Communications has proved its tremendous value both to Avaya and its customers -- commitment to the continuous development of their support and technical expertise and to the consistent delivery of superior customer service."

    About MVD Communications

    MVD Communications is a leading national provider of converged applications and networks for businesses. Headquartered in Cincinnati, the 11-year-old company currently serves over 4,000 customers nationwide and has over 500 years of combined in-house technical expertise.

    MVD offers expert knowledge in IP telephony, call center and customer relationship management solutions, unified messaging, outsourcing and professional services, customized maintenance plans, systems implementation and cabling. In addition to its Platinum certification, MVD is an Avaya Diamond BusinessPartner. For more information on MVD, visit their website at www.mvdcommunications.com.

    About Avaya

    Avaya Inc. designs, builds and manages communications networks for more than 1 million businesses worldwide, including 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.

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