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3C00120A - Avaya Customer Experience Management (CEM) APDS Online Test - BrainDump Information

Vendor Name : Avaya
Exam Code : 3C00120A
Exam Name : Avaya Customer Experience Management (CEM) APDS Online Test
Questions and Answers : 90 Q & A
Updated On : January 16, 2019
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3C00120A exam Dumps Source : Avaya Customer Experience Management (CEM) APDS Online Test

Test Code : 3C00120A
Test Name : Avaya Customer Experience Management (CEM) APDS Online Test
Vendor Name : Avaya
Q&A : 90 Real Questions

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Avaya Avaya Customer Experience Management

nTelos instant supplies step forward carrier With Avaya client event interplay administration | killexams.com Real Questions and Pass4sure dumps

manhattan, ny--(Marketwire - Aug 14, 2012) - SPEECHTEK 2012, CRM EVOLUTION AND consumer service journey

  • enterprise establishes a single, centrally managed virtual contact core for seamless help of consumers in seven states.
  • Self-carrier capabilities developed with Avaya air of mystery® journey Portal shop thousands of agent hours through automating consumer interactions.
  • Avaya air of secrecy® body of workers Optimization options enable advised staffing choices that power nice up and charges down.
  • nowadays Avaya introduced that regional carrier company nTelos instant is using down fees and delivering market-leading customer provider by using Avaya customer event interplay management options for contact center, speech and workforce optimization.

    primarily based in Waynesboro, Va., nTelos wireless serves 420,000 high-pace voice and information subscribers throughout seven states. The business works in a swiftly changing industry and need to reply right away to purchasers and rivals. With Avaya consumer interplay administration solutions supported by using an Avaya air of mystery® communications infrastructure, nTelos instant has been in a position to:

  • resolve 97 % of client inquiries on the first name, with an almost ultimate consumer satisfaction score of 99 %.
  • set up a single, virtual contact center to assist its prolonged operations -- linking five regional contact facilities and 70 retail retailers. 
  • obtain huge charge reductions by coping with more than half of the 6.6 million customer calls got yearly the use of automated self-carrier capabilities. One instance: A single "automated access to stability advice" application is saving the company greater than 25,000 agent hours a 12 months. 
  • instantly match client calls to the knowledgeable most desirable suited to deal with them, making certain a higher customer journey, decreased wait times and reduce name abandonment quotes. 
  • Optimize staffing stages for predicted call volumes, using better provider and reduce prices.
  • shop $72,000 annually on the can charge of local mobile lines by using IP telephones in 70 retail outlets.
  • Avaya solutions Used by nTelos wireless as the basis for its improve, nTelos deployed Avaya air of mystery verbal exchange manager. Key applications include Avaya aura call center Elite, Avaya air of mystery experience Portal and Avaya aura team of workers Optimization.

    nTelos wireless additionally uses Avaya self-service purposes developed with the aid of Interactive Northwest, Inc. (INI) to take potential of the capabilities of Avaya charisma and Avaya aura experience Portal -- the latest technology of Avaya's award-successful Avaya Voice Portal. event Portal provides a single application platform for each inbound and outbound self-service purposes throughout varied media, including telephone, video, cellular devices, e-mail and SMS textual content. clever call routing capabilities make it handy to orchestrate a seamless handoff from self-provider to an agent, enhancing the normal consumer adventure.

    Avaya aura team of workers Optimization tools allow nTelos wireless to capture and analyze contact center information and achieve continuous productiveness improvements. The company can readily analyze name patterns to investigate how many agents it needs and when in order to obtain first-class goals. body of workers Optimization additionally makes it possible for the company to save charges by means of examining whether it is more effective so as to add workforce or to have brokers work extra time.

    The Avaya client adventure interaction administration solution for nTelos wireless was designed and deployed by way of NACR, an Avaya join Platinum accomplice.

    This announcement highlights Avaya's commitment to bringing The vigor of We™ to each Avaya consumer to aid pressure faster collaboration, smarter decisions and more suitable business consequences.

    costs "With Avaya charisma® journey Portal, our contact middle can quite simply enhance new time-saving self-service functions for simple inquiries. We free our acquaintances to focus on extra advanced consumer wants and on constructive up-sell opportunities. We're able to obtain extraordinarily high client delight fees and keep tens of hundreds of hours of associate time."

    "there is inherent reliability within the Avaya structure. If we lose one web page briefly, the pals' telephones can reregister at another area without lack of service. So we have very excessive availability at minimal charge."

    "We're in a impulsively changing industry and must respond right now to what our competitors are doing. With Avaya air of mystery experience Portal, our contact core is in an improved place to comprise new time-saving functions so agents can center of attention on our clients. And with Avaya charisma personnel Optimization, we've splendid tools to effortlessly manipulate our staff. This maintains our charges in line while nonetheless offering extraordinary carrier." JOHN MARK LOGAN, SENIOR network ENGINEER, nTELOS instant

    Avaya at SpeechTEK, CRM Evolution and client carrier experience at the SpeechTEK, CRM Evolution and customer provider experience movements taking place simultaneously on August 13-15 in new york city, Avaya (booth #603) will spotlight its latest customer journey interaction administration solutions for agencies of every kind and sizes. Avaya client adventure foreign management experts might be on hand leading periods and showcasing the newest in social media, cell, efficiency analytics and multichannel self-service.

    further supplies

    Tags: Avaya, charisma, consumer service, name middle, name routing, contact center, mobile consumer provider, self-carrier, speech applications, client experience interaction administration, staff optimization.

    About Avaya Avaya is a world issuer of company collaboration and communications solutions, proposing unified communications, contact centers, statistics options and linked capabilities to groups of all sizes everywhere. For greater suggestions please visit www.avaya.com.

    About NACR NACR is the realm's main independent integrator of communications options and services, with over 5,500 valued clientele that latitude from small corporations to FORTUNE® a hundred and global commercial enterprise shoppers. considered one of Avaya's biggest international channel companions, NACR is a component of the ConvergeOne family unit of organizations. For extra information, please discuss with www.nacr.com.

    About Interactive Northwest, Inc. Interactive Northwest, Inc. (INI) develops imaginitive interactive voice response computing device telephony integration and self-service applications for top-quantity call centers. The firm is a protracted-standing partner within the Avaya DevConnect application and a developer of name middle speech purposes. For more guidance, please seek advice from www.interactivenw.com. 

    About nTelos nTelos Holdings Corp., working through its subsidiaries as "nTelos instant," is headquartered in Waynesboro, Virginia, and provides high-speed, reliable nationwide voice and data insurance for over four hundred,000 retail subscribers primarily based in Virginia, West Virginia and portions of Maryland, North Carolina, Pennsylvania, Ohio and Kentucky. For extra information, please discuss with www.ntelos.com.

    certain statements contained during this press unlock are forward-looking statements. These statements can be identified via ahead-searching terminology corresponding to "expect," "accept as true with," "continue," "might," "estimate," "are expecting," "intend," "might also," "might," "plan," "competencies," "predict," "may still" or "will" or other equivalent terminology. we now have primarily based these ahead-searching statements on our present expectations, assumptions, estimates and projections. whereas we trust these expectations, assumptions, estimates and projections are in your price range, such forward looking statements are best predictions and contain accepted and unknown risks and uncertainties, a lot of which might be past our control. These and other critical elements could cause our genuine outcomes, performance or achievements to differ materially from any future results, efficiency or achievements expressed or implied through these forward-looking statements. For a list and description of such dangers and uncertainties, please seek advice from Avaya's filings with the SEC that can be found at www.sec.gov/. Avaya disclaims any intention or duty to replace or revise any forward-searching statements, no matter if on account of new suggestions, future activities or otherwise.

    follow Avaya on Twitter, fb, YouTube, LinkedIn, Flickr, and the Avaya connected weblog.


    Utility company uses Multichannel Avaya client adventure management options to carry spectacular service | killexams.com Real Questions and Pass4sure dumps

    BASKING RIDGE, NJ--(Marketwire - Sep 27, 2012) -

  • Southern Maryland electric powered Cooperative improves productivity and responsiveness to consumers by using adding effective new capabilities to its Avaya charisma® infrastructure.
  • New Avaya air of mystery group of workers Optimization and management equipment enable foremost staffing and easier scheduling.
  • these days Avaya announced that Southern Maryland electric Cooperative (SMECO) is the use of Avaya consumer experience interplay management solutions to help the company bring surprising client service over assorted communique channels. 

    A regional, member-owned utility serving greater than 150,000 Maryland purchasers, SMECO has related 4 district contact facilities right into a single, consolidated company for which a redundant architecture and backup servers aid make sure seamless, uninterrupted service. With the contemporary addition of latest Avaya multimedia capabilities and staff optimization tools, SMECO marked right here advancements:

  • performed provider degree pursuits 94% of the time -- up from 85% two years in the past. 
  • extended effectivity in serving consumers via use of integrated monitor pops from consumer care and billing purposes.
  • greater agent productivity with automated responses to customer email interactions.
  • reduced the amount of time needed for team of workers scheduling by using more than ninety p.c.
  • more suitable workforce potential and service best via on-reveal monitoring and audio recording. 
  • The Avaya options Used by using SMECO

    a number of new purposes were added to SMECO's existing Avaya aura® name center Elite foundation to exhance the business's capabilities, together with:

  • Avaya air of secrecy Contact core for multimedia interplay, which allowed SMECO to exchange the cumbersome, guide techniques it as soon as used to control client electronic mail. New capabilities permit more advantageous tracking and management of the method and pre-accepted scripted messages speed responses.
  • Avaya air of secrecy body of workers Optimization and management tools deliver voice recording, pleasant monitoring and advanced scorecard equipment, team of workers forecasting and scheduling. The tools have had a very large have an impact on on SMECO's complicated contact core scheduling, decreasing what in the past took managers two hours or more each week to just minutes. Managers even have new insights into most fulfilling staffing ranges by using old stories to assess how many americans they are going to need all the way through vacations, disruptive climate events or different height intervals. 
  • The Avaya customer journey interaction management answer for SMECO become designed and deployed with the aid of Strategic products and functions (SPS), an Avaya connect Platinum partner.

    This announcement highlights Avaya's commitment to bringing The power of We™ to each Avaya customer to aid drive faster collaboration, smarter decisions and enhanced enterprise consequences.

    Quote "we have now considered an enormous exchange in what customers inform us on surveys. We used to get very enough rankings, but now, more and more, we are seeing many fully over-the-true comments from consumers about the courtesy and caring they event with our staff. We trust here's a direct outcome of our having the Avaya options in place to help us guide everyone in doing their jobs more suitable.

    "The time we store on scheduling makes it possible for us to dedicate extra time to training, coaching, mentoring and enhancing our methods. These are key services that make a contribution to our provider levels.

    "We saw demos via several vendors, after which determined Avaya offered premiere-of-breed solutions in the areas where we wanted to drive growth. We were capable of set up Avaya's latest contact core applied sciences with the platform we had already been using. This demonstrates Avaya's skill to supply genuine funding insurance plan."--SYLVIA WELCH, manager, IT applications,SOUTHERN MARYLAND electric COOPERATIVE

    additional elements

    Tags Avaya, air of secrecy, consumer service, name middle, name routing, contact middle, cell consumer provider, self-service, speech purposes, customer experience, body of workers optimization.

    About Avaya Avaya is a world company of enterprise collaboration and communications options, providing unified communications, contact facilities, facts solutions and linked features to agencies of all sizes everywhere. For extra assistance please seek advice from www.avaya.com.

    certain statements contained during this press free up are ahead-searching statements. These statements may well be identified via ahead-searching terminology similar to "expect," "accept as true with," "continue," "may," "estimate," "expect," "intend," "can also," "may," "plan," "talents," "predict," "may still" or "will" or different an identical terminology. we have based mostly these forward-looking statements on our current expectations, assumptions, estimates and projections. while we accept as true with these expectations, assumptions, estimates and projections are reasonable, such forward-looking statements are best predictions and contain regularly occurring and unknown hazards and uncertainties, a lot of which might be past our control. These and other critical components could cause our genuine outcomes, efficiency or achievements to vary materially from any future results, performance or achievements expressed or implied by these forward-looking statements. For an inventory and description of such dangers and uncertainties, please check with Avaya's filings with the SEC that are available at www.sec.gov/. Avaya disclaims any intention or duty to replace or revise any ahead-searching statements, whether on account of new assistance, future routine or otherwise.

    comply with Avaya on Twitter, fb, YouTube, LinkedIn, Flickr, and the Avaya connected blog.


    ISON, Avaya Harp on greater consumer experience management in Nigeria | killexams.com Real Questions and Pass4sure dumps

    ISON applied sciences, in partnership with Avaya, these days hosted an unique consumer event administration (CEM) discussion board to address the needs to build linked experiences for these days’s digital world in Nigeria.

    The adventure which took region on the Intercontinental inn, Victoria Island, Lagos, become well attended via trade experts and IT authorities.

    The customer experience adventure offered useful insight into how agencies can achieve improved cost from Avaya’s communications solutions and iSON technologies and the way these jointly can clear up a few of Nigeria’s pressing business challenges. The adventure additionally provided an environment for leaders to profit competencies on contemporary advancements in designing, constructing and working the appropriate expertise to underpin company boom. 

    at the experience, the vice president and Head of capabilities, iSON applied sciences, Saurabh Jain certain customers of iSON technologies’ commitment to providing a full stack of IT services across the lifecycle of company design. “As a strategic Digital transformation and operations associate in the domain of IT services, infrastructure and datacenter design & administration in Africa and middle East, iSON applied sciences has narrowed its focus on client adventure administration solutions and expertise in Africa”, he cited.

    additionally speaking at the event was Karam Jabi, Managing Director for Avaya in Africa, who expressed confidence within the a success partnership of Avaya and iSON technologies. He mentioned: “corporations world wide want to essential and effective how you can integrate rising technologies to differentiate for ability retention and client loyalty.  With Avaya being a global leader within the communications trade for the digital world, we look at companions like iSON to bring our valued clientele’ imaginative and prescient to fact.

    This yr, Avaya is considered one of two corporations named a global chief in both Contact core Infrastructure and Unified Communications through Gartner 2018 Magic Quadrants.

    more than ninety% of the Fortune 100 are Avaya shoppers, and agencies in over a hundred and seventy international locations all over the world select Avaya contact center options to transform their client service and assist operations. Avaya’s comprehensive, end-to-conclusion portfolio helps pressure digital transformation by proposing a secure, flexible platform, the capability to create and combine purposes from Avaya, in house or from third events, and the staff administration equipment to be certain continuous growth.

    Avaya’s flagship contact middle offering, Avaya Oceana™, allows for omnichannel capabilities for a customized, multi-touch consumer journey, a context-prosperous agent environment and seamless interactions and handoffs between cell, self, and assisted provider.

    ISON technologies is involved with establishing knowledge and leveraging substances pools in Africa. to this point, iSON technologies goals to carry over 1 billion voice site visitors transactions administration per year for a number of agencies, 70% market share on providing features to telecom groups in Africa on Avaya platform, ninety nine.5% plus availability ensured for the company to deliver finest customer provider, a hundred plus functions are being managed and better each quarter, 100 plus skilled supplies on various products of Avaya know-how and 25 plus core team of application building across customer journey platform.




    Killexams.com 3C00120A Dumps and Real Questions

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    Avaya Customer Experience Management (CEM) APDS Online Test

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    ConvergeOne's Salesforce.com Cloud Connector Rated "Avaya Compliant" | killexams.com real questions and Pass4sure dumps

    No result found, try new keyword!July 28, 2015 /PRNewswire/ -- ConvergeOne Advanced Services, a leading solutions provider and software developer specializing in customer experience management (CEM), is pleased ... testing by the Ava...

    Customer data basis for CRM, MDM at Schneider | killexams.com real questions and Pass4sure dumps

    SAN FRANCISCO -- Creating master customer data helped Schneider National not only salvage its CRM project but build a foundation for a master data management (MDM) program and other strategic objectives, its director of enterprise architecture told attendees at the

    "We found ourselves looking at many repositories for customer information," Pravin Nair, director of enterprise architecture, said in a session at the conference. "There were 50-plus customer information repositories, and those were just the ones IT maintained. We lost count of how many the business was using on the side in Excel, etc."

    Currently, Schneider manages more than 11,000 tractors, 15,500 drivers, 55,000 trailers and 22,300 associates in 28 countries. In 1990, the company was primarily focused on asset-based tracking, the "one-way van," but by 2006 it had expanded into brokerage, bulk and financial services, according to Nair. With it, revenues grew to four or five times what the company brought in 16 years before. Executives learned that the customer experience was suffering.

    "We rely a lot on some pretty big customers who take advantage of the broad portfolio of services," Nair said. "It was becoming more apparent in terms of the customer experience that who they call and how we interact with them was being hampered by our information problems."

    In late 2004, Schneider launched a customer master program and eventually elected to purchase the < p>

    < p>Eventually, however, someone suggested looking to off-the-shelf applications and, partly because it had already purchased Siebel for its CRM application, the company added the UCM as well. Schneider had embarked on the customer master project with the goal of enabling the CRM project but quickly realized that in addition to marketing, customer service and sales, the focus had to be on the customer master if it wanted to back its strategic goals for the next five to 10 years.

    < p>"We [learned] a lot … from how we did the customer master using UCM [about] how we want to transform all the data," Nair said. "It was really a launching point to our bigger goal."

    < p>In fact, the CRM project was put on hold in August 2005 when it ran into some resource constraints and some difficulties with change management, particularly in the call center, Nair said. Customer service staff struggled with capturing activities, issue resolution and changing processes that were based largely on legacy applications.

    < p>"We re-looked at that and said the objectives are still valid, but our growth trajectories could not be accomplished with the systems we had in place," Nair said. "We worked it out to make sure CRM would not be burdensome to the customer service flow."

    < p>Now, Schneider has been able to leverage the integration between CRM and the UCM. For example, if a customer service representative is entering a new customer into the CRM system, the system records that process without having to add a separate customer master data maintenance screen.

    < p>Schneider also has a data warehouse with Cognos running on the top of it and, in 2006, began piping Siebel analytics into it.

    < p>"One of our early forays into common enterprise services was, if you want to get rates, we encapsulate the validation into Trillium and connect that back to the Enterprise Service Bus and connect that to any process that's needed in UCM or CRM," Nair said. "Eventually, when we think about full self-service capabilities, that's something we will enable through Avaya back to Siebel."

    < p>Schneider's source data comes from a monolithic mainframe-based system that houses customer information such as billing and customer orders. The UCM also ties into a Lawson ERP system on the back end.

    < p>"We had created different stacks of systems for different lines of business, and now we have multiple stacks of capability," Nair said. "With order management or customer management, there's a lot of overlap of functions that need to be maintained. Our strategy going forward is to look at things like customer management and order management."

    < p>Key customer master lessons

    < p>Schneider learned that in order to ensure the success of its customer master project, it was vital to first identify the factors that were driving it and then design accordingly. The company held a series of information definition projects that identified the core processes and involved the line of business working with IT.

    < p>Business was also involved in building data quality into the processes and systems, and the company has a data steward program to keep business vigilant over data quality issues.

    < p>The change management issue also became a key learning experience when it delayed the CRM project. Schneider now has a change management center of excellence and methodology that follows the change management aspect of any process.

    < p>"Don't skimp on robust conversion testing," Nair also advised. "We did have a robust test environment. We wanted to make sure the impact on downstream legacy operations was minimal."

    < p>Finally, when coming up with a business case for the customer master, Schneider determined it didn't need one.

    < p>"The customer master product was deemed foundational to all major transformations," Nair said. "It does not have a standalone business case. We quickly came to a consensus and got buy-in from the executive team. Looking at the customer master was foundational to lots of strategic objectives. I think, personally, that was fortunate. If we had gone down the regular path of ensuring the rigor for this particular investment, we probably would have gotten mired down."


    At 23+% CAGR Customer Experience Management Market To Hit $16.91 Billion by 2022 Led by North America | killexams.com real questions and Pass4sure dumps

    PUNE, India, Nov. 8, 2017 /PRNewswire-iReach/ -- North America is estimated to account for the largest share of the customer experience management market in 2017. The customer experience management market has been studied for North America, Asia Pacific (APAC), Europe, the Middle East & Africa (MEA), and Latin America. North America is estimated to lead the customer experience management market in 2017. An increase in the number of mobile users and rise in the demand for customer experience management solutions by industries are driving the growth of the North America customer experience management market.

    Browse 68 Market Data Tables and 31 Figures spread through 159 Pages and in-depth TOC on "Customer Experience Management Market by Touch Point (Company Website, Branch/Store, Web, Call Center), Vertical (IT Communication Service Provider, BFSI, Healthcare, Manufacturing, Travel & Hospitality), and Region - Global Forecast to 2022"  http://www.rnrmarketresearch.com/customer-experience-management-market-voc-analytics-feedback-management-web-analytics-text-analytics-speech-analytics-advanced-technologies-touch-points-adoption-trends-market-size-foreca-market-report.html.

    The customer experience management market ecosystem includes key players such as Adobe Systems (US), Oracle (US), IBM (US), Nokia (Finland), Tech Mahindra (India), Avaya (US), OpenText (Canada), NICE Systems (Israel), Verint (US), MartizCX (US), Medallia (US), Qualtrics (US), and InMoment (US), among others that provide customer experience management solutions.

    The customer experience management market in North America is driven by the high adoption of customer experience management solutions in this region is due to the availability of advanced IT infrastructure and proficient technical expertise. Based on vertical, the telecommunication service providers segment is estimated to account for the largest share of the customer experience management market in 2017. Telecom service providers are reaching out to subscribers through websites, call centers, social media, their applications, and others to judge the experience of the product offered. The telecom sector is a mature market place, where the pressing value proposition is customer loyalty.

    Inquire for Discount on "Customer Experience Management Market Global Forecast to 2022" research report at http://www.rnrmarketresearch.com/contacts/discount?rname=203111 .

    Based on touch point, the call center segment is estimated to account for the largest share of the customer experience management market in 2017. Call centers serve as key business differentiators whereby customers interact with customer care executives about their product usage experience and provide first-hand experience.

    The increase in demand for customer digital experience and use of e-commerce platform has led to the increased demand and adoption of customer experience management solutions which have helped streamline businesses and operational processes, thereby fueling the growth of the customer experience management market. However, data synchronization between customer experience management solutions and other technologies within organizations is restraining the growth of the customer experience management market.

    Make an Inquiry on Customer Experience Management Market by Touch Point (Company Website, Branch/Store, Web, Call Center), Vertical (IT Communication Service Provider, BFSI, Healthcare, Manufacturing, Travel & Hospitality), and Region - Global Forecast to 2022 research report at  http://www.rnrmarketresearch.com/contacts/inquire-before-buying?rname=203111 .

    In the process of determining and verifying the customer experience management market size for several segments and sub segments gathered through secondary research, extensive primary interviews were conducted with key executives. The break-up of profiles of primary participants is given below:

  • By Company Type: Tier 1: 70%, Tier 2: 20%, and Tier 3: 10%
  • By Designation: C-level: 23%, Director level: 63%, and Others: 14%
  • By Region: North America: 70%, Europe: 20%, and Asia Pacific: 10%
  • This study provides a detailed segmentation of the customer experience management market on the basis of touch point, vertical, and region. Based on touch point, the customer experience management market has been segmented into company website, branch/store, web, call center, mobile, social media, email, and others. Based on vertical, the customer experience management market is segmented into IT communication service providers; telecommunication service providers; banking, financial services and insurance; consumer goods & retail; healthcare; automotive & transportation; travel & hospitality; public sector, energy & utilities; media & entertainment; manufacturing, and others. Geographic analysis has been carried out for North America, Europe, Asia Pacific (APAC), Middle East & Africa (MEA), and Latin America.

    Another research titled Text Analytics Market Global Forecast to 2022 says, the global text analytics market size is estimated to grow from $3.97 billion in 2017 to $8.79 billion by 2022, at a CAGR of 17.2%. Customer Experience Management (CEM) is expected to hold the largest market share during the forecast period. APAC is projected to grow at the highest rate during the forecast period. Companies such as SAP SE (Germany), IBM Corporation (US), SAS Institute Inc. (US), OpenText Corporation (Canada), Clarabridge, Inc. (US), Megaputer Intelligence, Inc. (US), Luminoso Technologies, Inc. (US), MeaningCloud LLC (US), KNIME.com AG (Switzerland), Infegy, Inc. (US), Lexalytics, Inc. (US), Averbis (Germany), Bitext Innovations S.L. (Spain) have been profiled in this 155 pages research report available at http://www.rnrmarketresearch.com/contacts/request-sample?rname=166162 .

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