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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 : March 20, 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

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

ISON technologies, in partnership with Avaya, lately hosted an unique consumer adventure management (CEM) discussion board to handle the must build connected experiences for these days’s digital world in Nigeria.

The adventure which took region at the Intercontinental inn, Victoria Island, Lagos, turned into neatly attended via trade consultants and IT specialists.

The customer event adventure provided beneficial perception into how groups can obtain more advantageous price from Avaya’s communications options and iSON technologies and how these collectively can resolve some of Nigeria’s pressing company challenges. The event also offered an environment for leaders to gain expertise on recent advancements in designing, building and operating the right technology to underpin company growth. 

on the adventure, the vp and Head of features, iSON applied sciences, Saurabh Jain guaranteed valued clientele of iSON technologies’ commitment to offering a full stack of IT features across the lifecycle of enterprise design. “As a strategic Digital transformation and operations associate within the area of IT services, infrastructure and datacenter design & management in Africa and middle East, iSON technologies has narrowed its focus on customer journey management options and expertise in Africa”, he pointed out.

also speakme on the experience become Karam Jabi, Managing Director for Avaya in Africa, who expressed self assurance in the a hit partnership of Avaya and iSON technologies. He mentioned: “groups around the world want to primary and productive the way to integrate emerging applied sciences to distinguish for ability retention and customer loyalty.  With Avaya being a global chief within the communications business for the digital world, we analyze companions like iSON to deliver our purchasers’ vision to reality.

This year, Avaya is certainly one of two corporations named a global chief in each Contact middle Infrastructure and Unified Communications with the aid of Gartner 2018 Magic Quadrants.

greater than 90% of the Fortune 100 are Avaya customers, and organizations in over 170 nations around the world choose Avaya contact center options to transform their client service and help operations. Avaya’s complete, end-to-end portfolio helps force digital transformation with the aid of proposing a secure, flexible platform, the capability to create and combine functions from Avaya, in condominium or from third parties, and the team of workers management equipment to be certain continuous development.

Avaya’s flagship contact middle providing, Avaya Oceana™, enables omnichannel capabilities for a customized, multi-contact client event, a context-rich agent atmosphere and seamless interactions and handoffs between cell, self, and assisted carrier.

ISON applied sciences is worried with developing competencies and leveraging substances pools in Africa. thus far, iSON technologies aims to convey over 1 billion voice traffic transactions administration per 12 months for quite a few businesses, 70% market share on delivering capabilities to telecom agencies in Africa on Avaya platform, ninety nine.5% plus availability ensured for the business to deliver most desirable consumer service, a hundred plus functions are being managed and improved each quarter, one hundred plus skilled elements on numerous products of Avaya technology and 25 plus core team of software construction across customer experience platform.

Avaya and Verint extend staff Engagement administration for Cloud | killexams.com Real Questions and Pass4sure dumps

AUSTIN, Texas & MELVILLE, N.Y.--(enterprise WIRE)--

Cloud-based deployments deliver new operational intelligence capabilities to more contact centers to seriously change consumer event

Avaya engage®2019-- Avaya Holdings Corp. (AVYA) and Verint systems Inc., The client Engagement company ™, (NASDAQ: VRNT) these days announced an expansion of their partnership to introduce cloud deployments for Avaya team of workers Engagement management, enhancing consumer journey via operational intelligence within the contact middle. Avaya‘s suite of team of workers engagement capabilities can also be deployed in any manner from on-premises to cloud capabilities assisting public, inner most or hybrid deployment fashions.

Verint and Avaya, strategic partners for pretty much 15 years, at present provide omnichannel and voice contact center and WEM options to tens of lots of customers worldwide, starting from small-to-medium corporations (SMB) to big companies with lots of seats. Avaya and Verint predict that their existing offering will proceed to satisfy a big range of customer necessities, and ongoing co-construction will further extend WEM capabilities.

Avaya IX staff Engagement is a brand new providing added as a part of the Avaya clever Xperiences - or Avaya IX - solution naming structure unveiled this week at the enterprise’s annual interact user group conference. in response to enter from clients and companions, the brand new naming will streamline Avaya’s portfolio of solutions and reflect the wealth of adventure Avaya brings to endure for shoppers as they transform digitally and stream their solutions into the cloud.

“Avaya and Verint coming together in the cloud to deliver a full range of consumption options with out sacrificing capabilities or addressability is a headline moment for their joint customers and for future cloud contact middle tasks,” mentioned Nancy Jamison, major Analyst consumer Contact, Frost & Sullivan. “this is a compelling cloud contact center offer with robust WFO/WEM capabilities, and a big start forward to meet the wants of a growing to be market possibility.”

Avaya IX group of workers Engagement promises the entire spectrum of WEM functionality including voice name and reveal compliance recording with full encryption, fine monitoring, performance management, personnel administration, speech analytics, customer feedback and computer method analytics. It contains pause and resume controls to assist with adherence to suggestions protection compliance frameworks. purchasers can practice these cloud services as a stand-alone Avaya IX workforce Engagement solution enabling present installations of Avaya contact core technologies. Alternately, call core workloads can also be migrated or applied within the Avaya cloud alongside Avaya IX group of workers Engagement.

“The cloud consumption availability of Avaya IX workforce Engagement helps our consumers develop into vastly extra agile than ever before in effecting and realizing effects from the client event transformation,” observed Chris McGugan, Avaya Senior vice president, solutions and applied sciences. “Avaya IX team of workers Engagement permits corporations to generate a faster ROI and simply add new capabilities to bolster staff engagement and productivity that enhances their client event.”

“nowadays’s announcement extra extends the long and a hit partnership between Verint and Avaya, and our purchasers can benefit from the deeper integration and joint R&D efforts to improve the consumption of Avaya IX workforce Engagement alongside Avaya systems anywhere,” talked about John Bourne, Senior vp, world Channels and Alliances, Verint. “Avaya IX personnel Engagement offers a full-featured, unified answer for both cloud and on premise contact facilities to satisfy corporations’ pleasing needs and finances in a true consumption-based mostly pricing mannequin, relevant for gigantic, multinational firms and small to midsize organizations.”

Key benefits of Avaya IX staff Engagement consist of:

Generate quick Return on funding

  • Pay simplest for what is needed; select a service kit that meets your particular enterprise necessities
  • reduce upfront investment and take expertise of usage-based pricing
  • right away add new functionality because it is required
  • improve client Engagement and productivity

  • Securely seize, analyze and shop customer and agent interactions to pinpoint areas of excellence and ebook advancements
  • help every agent turn into a movie star via interplay opinions
  • Simplify operating atmosphere

  • choose between private, public, hybrid or combined cloud deployment
  • comfortable, attainable and flexible atmosphere
  • Dynamic elastic scaling and fast provisioning
  • at ease and compliant multi-tenant structure within public cloud deployments
  • Get computerized software updates and enhancements at no additional cost or effort and not using a disruption to enterprise
  • Innogy, a huge energy business based in Germany with more than 38,000 employees, these days chose the brand new Avaya IX workforce Engagement offering for its contact center. “We had been confronted with an forthcoming sustainability choice for our on-premise telephony answer with entertaining and sophisticated necessities from our business to fulfill the wants of the customer,” noted Andy Parkinson, Programme manager, Innogy business capabilities UK. “We launched into an intensive interior evaluate and delicate of our Contact center technologies and selected Avaya and Verint for his or her functionality, proven journey and their availability of key talents and the capabilities of their platforms. In partnership with one in all their Cloud companions, 4Net technologies, they helped us bring our Cloud Transformation program over a 12-month period. we've been in production with around 3,000 agents for over three hundred and sixty five days and we believe validated in our choice of going cloud and consuming Avaya and Verint’s Contact core Avaya IX team of workers Engagement platform.”

    Story continues

    extra elements

    About Verint methods Inc.

    Verint® (VRNT) is a worldwide chief in Actionable Intelligence® options with a focus on client engagement optimization, security intelligence, and fraud, possibility and compliance. today, over 10,000 companies in more than a hundred and eighty nations—together with over 85 % of the Fortune 100—count number on intelligence from Verint options to make extra suggested, constructive and timely decisions. be trained more about how we’re growing a smarter World with Actionable Intelligence® at www.verint.com.

    This press free up includes “forward-looking statements,” together with statements related to expectations, predictions, views, alternatives, plans, suggestions, beliefs, and statements of equivalent effect relating to Verint techniques Inc. These forward-searching statements are not guarantees of future efficiency and they are according to administration's expectations that involve a couple of dangers, uncertainties and assumptions, any of which may cause precise consequences to vary materially from these expressed in or implied by the forward-searching statements. For a detailed discussion of those possibility factors, see our Annual report on form 10-okay for the fiscal 12 months ended January 31, 2018, our Quarterly record on form 10-Q for the quarter ended October 31, 2018, and other filings we make with the SEC. The ahead-looking statements contained in this press liberate are made as of the date of this press free up and, except as required through law, Verint assumes no responsibility to replace or revise them or to give reasons why precise results may additionally vary.

    About Avaya

    companies are built on the experiences they deliver, and every day hundreds of thousands of those experiences are built by means of Avaya (AVYA). For over a hundred years, we’ve enabled agencies all over the world to win – by using developing clever communications experiences for customers and personnel. Avaya builds open, converged and inventive solutions to enhance and simplify communications and collaboration – in the cloud, on-premise or a hybrid of each. To develop your business, we’re dedicated to innovation, partnership, and a relentless focal point on what’s subsequent. We’re the know-how enterprise you have confidence to help you deliver Experiences that count. consult with us at www.avaya.com.

    Cautionary note involving ahead-searching Statements

    This doc includes certain “ahead-looking statements.” All statements aside from statements of old reality are “ahead-looking” statements for applications of the U.S. federal and state securities legal guidelines. These statements may be identified via forward looking terminology equivalent to "anticipate," "trust," "proceed," "could," "estimate," "expect," "intend," "can also," "might," “our imaginative and prescient,” "plan," "abilities," "preliminary," "predict," "should," "will," or “would” or the bad thereof or other variations thereof or comparable terminology and encompass, however are not confined to anticipated feature releases and statements about future items, expected money discount rates and statements about boom, trade record and stronger operational metrics. The enterprise has primarily based these forward-searching statements on its current expectations, assumptions, estimates and projections. while the enterprise believes these expectations, assumptions, estimates and projections are low-budget, such forward-searching statements are most effective predictions and involve frequent and unknown hazards and uncertainties, lots of which are past its handle. The factors are discussed within the business’s Registration statement on kind 10 filed with the Securities and trade fee, can cause its precise effects, efficiency or achievements to differ materially from any future results, performance or achievements expressed or implied through these ahead-looking statements. For a further list and description of such hazards and uncertainties, please confer with the company’s filings with the SEC that can be found at www.sec.gov. The enterprise cautions you that the record of important components covered within the enterprise’s SEC filings can also no longer include the entire material elements which are essential to you. additionally, for the reason that these hazards and uncertainties, the matters observed within the forward-looking statements contained in this file may not truly occur. The company undertakes no duty to publicly update or revise any ahead-searching commentary because of new suggestions, future routine or in any other case, apart from as in any other case required by means of legislation.

    supply: Avaya Newsroom

    View source edition on businesswire.com: https://www.businesswire.com/information/domestic/20190122005279/en/

    customer journey administration (CEM) Market 2019 Receives a rapid enhance in economic system due to high rising calls for with the aid of Forecast to 2023 | killexams.com Real Questions and Pass4sure dumps

    Feb 19, 2019 (MarketersMedia by way of COMTEX) -- customer experience management Market, by using contact point (call facilities, e-mail, Social Media) - Forecast 2023

    Pune, India - February 19, 2019 /MarketersMedia/ --

    Market Highlights:consumer event management contains a considerable number of services and options adopted to tune the interaction between buyers and organizations all the way through a consumer lifecycle, in order to boost consumer pride, loyalty and advocacy. This enables corporations to fulfill the mounting consumer expectations effectively, or probably even exceed them, magnifying advantageous customer experience.

    customer delight is regarded as one of the most fundamental elements that contribute to a hit company operations. With rising focal point upon the same has leaves little scope for corporations to keep client loyalty, traumatic them to perpetually elevate the benchmark. A customer event management solution helps organizations from a majority of sectors to attain inordinate customer journey administration via adoption and complicated execution of wide techniques.

    The client experience administration Market file published through Market analysis Future (MRFR) discloses various tendencies in, and understandings of the operation of the customer adventure management market.

    This file additional gives you a deep insight into the external and inside components affecting the market and trade. With a swift 22% CAGR all over the 2017-2023, the CEM market is additionally anticipated witness a salary of USD 18 billion within the forecast period.

    even though the world client journey administration market is estimated to exhibit material increase at a fast tempo, many factors such as choosing the right technology and consistency across a variety of verticals are hindering the increase of the CEM market.

    Request a pattern record @ https://www.marketresearchfuture.com/sample_request/2863

    predominant Key avid gamers:Noteworthy players within the customer experience administration market encompass IBM business enterprise (U.S.), SAS Institute Inc. (U.S.), Adobe programs included (U.S.), Tech Mahindra restricted (India), Oracle agency (U.S.), Open textual content organization (Canada), Nokia Networks (Finland), Avaya Inc. (U.S.), SDL (U.ok.), among others.

    The CEM market emerges to be extremely aggressive as a result of the presence of a large number of small- and massive-scale key avid gamers out there rendering up for a significant market share. greater than half of the market share is captured with the aid of robust avid gamers such as IBM organisation, Adobe programs incorporated, Oracle organization and Avaya Inc. disturbing other avid gamers out there to step up their video game.

    a major upward thrust within the method of personalizing the interaction via particularly automatic options is mentioned in the CEM market. This comprises adoption of the equal using SMS, email, voice as well as video; permitting organizations the usage of these CEM solutions to extend their attain via a lot of channels, and conducting a extra accurate and real time analysis, inspite of how their valued clientele are looking to have interaction.

    Segmental evaluation:The MRFR document on customer event management market conducts certain research in line with contact-factor, conclusion users and area. The touch-aspect part is extra segmented into call facilities, site, e mail, social media, enterprise outlets, and cell. extra, conclusion clients' part has been segmented into BFSI, retail, healthcare, manufacturing, government, IT and telecommunications, car, media and entertainment, and energy.

    Browse PR details @ https://www.marketresearchfuture.com/press-unlock/consumer-experience-management-business

    specified Regional analysis:The report published via Market research Future (MRFR) has segmented the market into 4 foremost areas, specifically, North the us, Asia Pacific (APAC), Europe, and rest of the world (RoW). The North American place holds the largest market share during the forecast period of 2017-2023. The factors contributing to such impact available on the market consist of an exponential upward thrust within the use of recent technological options, regional boom of the client adventure administration and extending client expectations from the groups.

    The area of Asia Pacific (APAC) goes to witness the optimum growth cost all the way through the forecast length. factors attributing to such increase within the consumer journey management market encompass expanding competitors among essential gamers, expanding buyer needs and new technological advancements. moreover, different elements riding the growth of the world CEM market include an increase in the should meet customer delight, boost in e-commerce activities, and a starting to be focus against a customer-oriented market.

    meant viewers:? producers? Distributors? research organizations? Consultancy firms? application developers? companies? Semiconductor manufacturers? conclusion-user sectors? expertise investors

    table of Contents1 Market Introduction1.1 Introduction1.2 Scope of Study1.2.1 research objective1.2.2 Assumptions1.2.three Limitations1.three Market StructureContinued.....

    Browse Full document particulars @ https://www.marketresearchfuture.com/reports/customer-experience-administration-market-2863

    record of TablesTable 1 customer event administration Market, with the aid of touch PointTable 2 customer event administration Market, via end-UsersTable three client journey management Market, through GeographyContinued.....

    checklist of FiguresFigure 1research MethodologyFigure 2customer journey administration Market, by means of contact element (%)figure 3customer event administration Market, by means of conclusion-users (%)persevered.....

    About Market analysis Future:At Market analysis Future (MRFR), we allow our consumers to unravel the complexity of various industries through our Cooked analysis record (CRR), Half-Cooked analysis reports (HCRR), raw research experiences (3R), continual-Feed research (CFR), and Market research & Consulting features.

    MRFR crew have supreme objective to supply the most fulfilling best market analysis and intelligence features to our valued clientele. Our market research experiences with the aid of products, capabilities, applied sciences, functions, end clients, and market avid gamers for world, regional, and nation level market segments, allow our consumers to peer greater, know extra, and do greater, which help to answer all their most essential questions.

    Contact data:name: Abhishek SawantEmail: send EmailOrganization: Market analysis FutureAddress: Market analysis Future workplace No. 524/528,, Amanora Chambers Magarpatta highway, Hadapsar Pune - 411028Phone: +1 646 845 9312Website: https://www.marketresearchfuture.com/experiences/consumer-adventure-management-market-2863

    supply URL: https://marketersmedia.com/consumer-adventure-management-cem-market-2019-receives-a-fast-enhance-in-economy-due-to-excessive-rising-demands-via-forecast-to-2023/483701

    supply: MarketersMedia

    unencumber id: 483701

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    Successful workforce management initiative depends on educating contact center agents | killexams.com real questions and Pass4sure dumps

    The move from a manual, spreadsheet-based workforce management system to software can mean big returns when it comes to efficiencies and adherence. Just be sure to account for the contact center agents who are being managed.

    That's a lesson from Monitronics International Inc., a Dallas-based residential alarm monitoring company that launched workforce management software from Melville, N.Y.-based Verint Systems Inc. earlier this year.

    "Change is a challenge," said John Mejia, vice president of customer care. "We just started the implementation, and we're changing the culture of workforce management here by looking at real-time adherence."

    Monitronics runs a 400-seat contact center at its Dallas headquarters. Agents take calls for customer service, technical support and dealer support. In addition, Monitronics' business requires outbound calls to check in on customers using the alarm service. When an alarm has been triggered -- either for burglary, fire or a medical condition -- for customers across North America, a system alerts the Monitronics call center. The company then has agents call out to its customers to check on them and coordinate with local emergency response if necessary. That means that it is vital to have the contact center appropriately staffed.


    For the past 14 years of its existence, Monitronics had been doing scheduling with manual processes and spreadsheets but decided late last year that it needed to automate the process.

    "Obviously, you can only be so good at that when you're working off spreadsheets," Mejia said. "We were using a lot of people to do that, and we still weren't able to keep up."

    Monitronics considered a number of vendors, including the IEX workforce monitoring system from NICE (which also runs its call recording software), but ultimately selected the Verint Witness product thanks partly to an intuitive graphical user interface that eased the training process, Mejia said.

    Bringing in an automated system raised some concerns with agents in the call center, however.

    "The first question I was asked was if this was to reduce people and save on operations costs," Mejia said. "That wasn't our intent. Our intent was to improve on productivity."

    To date it has. Idle time was an area that Monitronics targeted early on.

    "At one point, I had a total of 5,000 minutes, which is 80-plus hours of people sitting, waiting for a phone call," Mejia said. "I looked and saw the abandonment rate was 10-12%. Manually, you'd say I have to take shifts and move them to peak times by half-hour increments of when we abandoned the most calls. But by going into the workforce system, we put in all that trending of the last three years. Now we look at call volume a week or two in advance and make smaller adjustments on a daily basis."

    Monitronics uploaded data in spreadsheets from its Avaya system dating back three years to analyze trends moving forward. The company has calculated that it will get an ROI within nine months, based on agent productivity, supervisor productivity and more efficient use of agents with accurate forecasting, and through more productive schedulers.

    "I'm not as reactive as I was before," Mejia said. "Before, I was looking at idle-time minutes after the fact. [The new system has] improved our ability to use our agents a lot more efficiently."

    Monitronics is also adapting scheduling based on performance.

    Mejia had been through a couple of implementations of workforce management systems at other companies and knew that it was important to keep agents and managers apprised of the reasons for the project and up to date on its progress.

    "Obviously, when you're looking at real-time adherence and telling them when the breaks are, there is some discomfort about trying to adapt to that," Mejia said. "You need to address issues as they come up initially, and a lot will."

    Monitronics has a customer service agent group within the company, and that group and the CEO made sure to explain the program and that they weren't implementing workforce management to reduce staff.

    The company also staggered the implementation to help agents adapt. It stressed the advantages to the agents. For example, agents can now access a Web-based portal to schedule their vacation time and get nearly instant approval. The old system required filling out request forms, submitting them and waiting for an answer. Also, the drop in abandon call rates has meant fewer customers calling in angry because they couldn't get through the last time. First-call resolution has gone up about 3% since the project began, Mejia said.

    "You need to understand it is a culture change," he said, "and you do have to involve everyone to a certain degree and let them know exactly what you're doing."

    Analytics for the Cloud | killexams.com real questions and Pass4sure dumps

    “Big Data” is everywhere. What does it mean? Just as Cloud Computing burst onto the scene a few years ago, it depends on whom you ask.

    Traditionally, in the Business Intelligence (BI) world, Big Data included analyzing historical business data from large data warehouse with the purpose of identifying long-term trends that could be leveraged in consumer business strategies. In recent years, Big Data has been a term talked about in the IT industry as an application of technology to attack extremely large, unstructured data sets that can reside both within and outside of an organization. If you look at a recent definition of Big Data, it is a term applied to data sets whose size has grown beyond the capability of commonly used software tools to capture, manage and analyze within a tolerable period of times for different use cases.

    Application Performance Management (APM) is an extremely relevant use case and has a developing “Big Data” problem. Several factors are contributing to the explosive growth and type of data that must be analyzed and/or correlated in application performance monitoring and business service management (BSM).

    First, the number of components that make up today’s mission critical applications has exploded. Instead of hundreds of servers for an application, nowadays, because of virtualization, you can easily be talking about thousands of virtual servers and objects for web applications.

    Secondly, the diversity of data that people want to analyze to provide a holistic perspective has increased drastically. It is no longer good enough to simply understand traditional IT infrastructure performance based on server operating system, network traffic, and storage capacity. Application Performance analysis is now based on the relationships of IT infrastructure components, application performance metrics from applications and application servers, business activity monitors (BAM) data, customer experience monitors (CEM) and Real-User Monitoring (RUM). In addition to the aggregated transactional data, there are new systems that capture transactions’ actual path encompassing the entire application stack.

    Finally, the requirements for analysis speed and data granularity have also increased significantly. Mission critical application performance now requires real-time or near real-time data analysis. When we were doing server availability and performance monitoring 10 years ago, it was the norm to collect and analyze data every 15 minutes. Today, this has evolved to data analysis every 5 minutes or less with sub-minute data collection where all transaction paths are collected for data analysis. When mapped out, it’s easy to see the enormous growth particularly when you look at APM related storage requirements that are quickly growing from gigabytes to terabytes and tomorrow petabytes.

    All this data requires extremely complex analysis and correlation in order to truly understand performance of critical applications. One of Netuitive’s large enterprise customers reported that it monitors and correlates a billion infrastructure and application data points and business metrics daily as part of its global service delivery. This is what I am referring to as APM-generated Big Data. In addition to the shear number of data points, IT operators are expected to provide real-time analysis to the business and long-term storage for post-mortem analysis, capacity planning and compliance.

    So where does this leads us? This is where APM and Big Data meet The Cloud. The cloud can deliver cheaper and more flexible storage and computing power crucial to analytics for Big Data. It also has the capability to be much more elastic for your APM data storage and analytics needs. Organizations can actually think about storing years of collected and aggregated APM data for compliance and analysis purposes without the cost being prohibitive.

    But what does this mean to vendors in the APM space?

    First of all, the analytics platform for APM data has to evolve to be able to process the growing number of different data sources across business, customer experience, applications and IT domains. Netuitive’s “Open” analytics platform is engineered to address virtually any data source in real-time.

    Secondly, data storage and access time will be critical even as APM data volumes continue to explode, so not only does the technology need to be able to run in the cloud, but the traditional pull-based data collection architecture has to evolve into a push based model with an horizontally scalable computing and storage architecture in order to become virtually limitless in terms of scalability. This is critical for larger organizations as “real” time no longer means analysis every 5 to 15 minutes, but sub-minute analytics.

    Lastly, because storage and computing costs should not significantly exceed the cost of analytics software for a solution to be viable, Netuitive is advancing its product architecture to leverage NoSQL columnar data store as a replacement to traditional database. Netuitive is also experimenting with a SaaS model for long-term time series data store and running its analytics software in the cloud.

    While our R&D challenges are complex, the goal is simple: provide APM Analytics that matters by enabling our enterprise customers to process billions of infrastructure, application, and business metrics from hundreds of thousands of managed elements at 10x less cost than existing infrastructures.

    I look forward to reporting on our progress. Check the blog for updates.

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    FAQ: Making call center technology decisions | killexams.com real questions and Pass4sure dumps

    SearchCRM.com FAQ series We've compiled this list of the top FAQs on making call center technology decisions from our resident experts. This FAQ series was designed to help you get quick answers to some of the most common call center technology questions. Learn about different call center technologies, what technology is necessary for inbound and outbound call centers and evaluating technology for remote call center agents.

  • Emerging contact center technology trends
  • Selecting the right call center technology
  • Top 10 call center technology must-haves
  • FAQ: Making call center technology decisions

    Donna Fluss, President, DMG Consulting LLC

    Donna Fluss is the founder and President of DMG Consulting LLC, a firm specializing in customer-focused business strategy, operations and technology services. Ms. Fluss is a recognized thought leader and innovator in contact center and real-time analytics. She is the author of The Real-Time Contact Center and many leading industry reports, including the 2007 Contact Center Performance Management Market Report, the 2007 Speech Analytics Market Report, the 2007 Surveying and Analytics Report and the annual Quality Management/Liability Recording Product and Market Report. Contact Ms. Fluss at donna.fluss@dmgconsult.com.

    Lori Bocklund, President, Strategic Contact Inc.

    Lori Bocklund is President of Strategic Contact, an independent consulting firm focused on helping companies optimize the strategic value of their customer contact technology and operations. Strategic Contact helps companies succeed through projects that develop and execute plans tied to business goals. Lori is a recognized industry leader in contact center strategy, technology, and operations. During her more than 16 years in the call center industry, 11 of them as a consultant, she has acquired an understanding of a broad spectrum of systems, applications, and operational environments.

    Lior Arussy, President, Strativity Group

    Lior Arussy is an author, visionary, consultant and creative catalyst in the areas of creating delightful customer experiences and executing profitable customer strategies. His consultancy, Strativity Group. Inc., advises Global 2000 companies as well as emerging businesses around the world. Prior to establishing the Strativity Group, Mr. Arussy held executive positions at Hewlett-Packard and other organizations.

    Q: What is your opinion of open source software in the call center?

    Donna FlussPresident, DMG Consulting LLC

    A: Enterprises of all sizes have been adopting open source software at an ever-increasing rate. So far, however, call centers have not been major adopters of open source software; this is because call centers are often mission-critical functions and require applications that are highly dependable and are backed by strong support organizations. While data security is an important issue for all types of software, open source software does not present greater security risks than most other applications. The real issues surrounding the use of open source software in call centers are system features, stability and availability of support.

    Many of the open source telephony systems available today are somewhat immature and lack some of the functionality taken for granted in long-established call center environments. Also, maintenance and support for open source applications is left either to volunteers via message boards (the community), or to third-parties who provide support for packages that they often helped create, for a fee. Examples of this kind of relationship include the support available from Digium for the telephony infrastructure product Asterisk, and SugarCRM's support for their open source CRM software.

    Most of the adoption of open source call center software to date has been in smaller environments where the IT staff is willing and able to install and maintain the product. This is because open source software is often a "do-it-yourself project," requiring the ability and resources to do your own implementation, integration, troubleshooting and ongoing maintenance and support. Additionally, most of the currently available open source products are more suitable for small call centers, which can get along with a fairly basic feature set and do not require a great deal of integration with other enterprise systems. Installing open source software in a large, multi-site call center environment, while doable and potentially a good way to save money on software and installation expenses, requires a good deal of internal IT and telephony resources on an ongoing basis.

    As with any technology acquisition, it is important to do your homework before committing to a mission-critical technology. Compile a list of functionality that is needed to support the department and then determine if the open source application under consideration has what you need. One unique thing about open source products is that prospects can download their source codes and test them out before making a major investment. You can also read up on what the open source community associated with each of the various packages has to say. The more popular open source products have websites where there are active community discussions about current issues and the company's plans to address them. For an example, visit Sourceforge.net

    Q: Is it a good idea to deploy auto-answer/auto-response technology in the call center?

    Donna FlussDMG Consulting, LLC

    A: There are two categories of auto-answer and auto-response software: email-based solutions and speech-enabled applications.

    Many companies use auto-acknowledgement systems to let their customers know that their email has been received, and to set expectations about when they will receive a full response. This is a very effective application. Using email auto-answer systems to provide full responses is a different issue. While it serves the purpose of responding to customers on a timely basis, these systems do not always address all of the issues in the customer's email and are known for missing the point if their accuracy threshold is set too low. However, if it's set too high, the percentage of transactions that are fully automated will be lower than most organizations want. These applications are continuing to improve and are being used by a growing number of companies. Vendors that provide these solutions include eGain.

    Phone-based auto-response systems, when used properly and for the right application, can be very effective. Using an auto-response system as a call router, for example, can deliver significant benefits to organizations and be very satisfying for customers, as the accuracy rates are often very high. Speech-enabled interactive voice response (IVR) systems can also be very effective when they are used for the appropriate applications and are scripted properly.

    No matter how good the technology, quite a few people still do not like this type of automation. We recommend that if you adopt auto-response technology, allow customers to choose whether or not to use it and make it easy for customers to reach live call center agents from any point in the application.

    Q: Which functional units and technologies are necessary for inbound call centers?

    Lori BocklundPresident, Strategic Contact Inc.

    A: Each company and call center names their particular units or call center functions differently. However, the important thing to keep in mind for your call center is that you have sufficient support in these areas:

  • Workforce management (forecasting, call center scheduling)
  • Real-time operational management
  • Quality management
  • Call center training
  • Process review and optimization
  • Performance reporting and call center analytics
  • Call center technology tools and workflows
  • Human resources (recruiting and general support)
  • Information technology

    Depending upon the size and scope of your call center operation, these functions can be as large as departments themselves, or as is often the case, they are combined and consolidated where synergies make sense.

    Q: Which call center technology is best for home-based or remote call center agents?

    Donna FlussPresident, DMG Consulting LLC

    A: Whether your call center agents are based on-site, in a satellite facility, or at home, there are dozens of applications and systems that are required to support them. To see a detailed list of necessary systems and applications, I suggest you review Chapter 3 of the book Hosted Contact Center Solutions Vendor Guide. It discusses the call center technology required to support a call center and describes what is available on a hosted basis. It also includes a directory that lists the technology available by vendor.

    Q: I am evaluating voicemail software. What type of software and hardware would I need for PIN-controlled personal voicemail services that can provide alerts shared between patients and physicians? We would also need access through 800 numbers -- the alerts would be generated by an application with a .NET front end and SQL database back end.

    Donna FlussPresident, DMG Consulting LLC

    A: Overall, voice mail software has matured substantially in the past few years and is delivering some wonderfully innovative solutions. Voice messaging has also expanded into unified communications. Many vendors in the market (and all of the ones that I know) should be able to integrate with a .NET back end, although the integration will require professional services. Most (if not all) voice mail software can issue alerts, which can be initiated by a variety of triggers and events. One of the first decisions you'll need to make is whether you want to use a network-based or premise-based solution. I suggest that you look at the following vendors:

  • 3Com
  • Alcatel-Lucent
  • Avaya
  • Converse
  • Inter-tel
  • NEC
  • Nortel
  • OnviSource
  • Siemens

    Q: I have to give a presentation for senior management about the importance of call center technology, the ROI of technology and how it positively impacts customer relations and the customer experience. Can you help with some of the key points on this?

    Lior ArussyPresident, Strativity Group

    A: Your approach to the presentation should be reversed. The presentation must focus on the power of customer experience to increase customer satisfaction, repeat business and recommendations. You need to build a measure of costs for upset customers and the potential negative impact associated with that. Present the top complaints you receive and your top challenges to address them and then link those challenges to the call center technology that you need.

    One further suggestion: when discussing the ROI of call center technology, demonstrate customer experience-based ROI, such as the impact on revenues of customers' turnover. Do not focus on cost reduction. Focusing on cost reductions will only position your call center as a costs center and not as a customer experience creation center.

    Q: We are moving from a call center agent group call routing environment to a skills-based call routing environment. What should we watch out for? What changes will we have to make to our workforce management (WFM) software to ensure we are staffing call center agents with the right skills?

    Lori BocklundPresident, Strategic Contact Inc.

    A: My biggest hot button regarding skills-based routing is "keep it simple." While the software you have will undoubtedly give you many options – in numbers of skills and skill levels – you will make your life easier if you keep it simple. The more complicated your skills strategy, the more difficult troubleshooting, reporting and workforce management (WFM) becomes.

    Develop a strategy that is driven by your business needs, including your customers' experiences. Look at the toll-free numbers that you are handling and the prompting your customers will experience at the front end of the skills decision. Then look at the routing decisions on the back end to find the best qualified, available call center agent. Keep this skills matching process, and your resulting skills strategy, as simple as you can.

    Regarding changes to your WFM software, ideally you would purchase the skills-based routing module for your WFM software. Many companies skip this investment, and the result is more manual work to try to approximate the skills world in your forecasting, scheduling and tracking. Because no two vendors do skills exactly the same way – in the routing or the WFM – going to a vendor training course on their skills module and networking with others who have similar environments can be invaluable. Most of the large vendors have user groups which can be a good source for hints and tips.

    Q: What's your opinion about Siebel or SAP for real-time analytics? Which is better analytics software? Are these the best call center software vendors for this area of analytics, or are there other vendors you can add to the list?

    Donna FlussPresident, DMG Consulting LLC

    A: This depends on your definition of real-time analytics and where and how you plan to use the application. Today, real-time analytics describes a rather broad category of call center applications that generally function in near-real time, not actual real time. Many applications from call center software vendors large and small provide near-real-time analytics. For example, most call center speech analytics applications provide data on a next-day basis, but fall into the real-time analytics category. Speech analytics products are available from stand-alone vendors like CallMiner, Nexidia and UTOPY, Inc.. They are also available from QM/recording (also known as workforce optimization) vendors – like etalk, iSense, NICE Systems, Verint Systems Inc., VirtualLogger, VPI ( Voice Print International, Inc.) and Witness Systems, Inc.. SER Solutions, Inc. also provides a speech analytics solution. iSense provides analytics on a real-time basis.

    For more traditional analytics, where Siebel/Oracle and SAP come into play, there are many other applications. Oracle purchased a vendor called Sigma Dynamics in 2006 that had an application that was able to provide information in real time. It was designed by a number of the same people who built Epiphany's real-time analytics product. There are also real-time analytics products from smaller companies, such as Island Data Corporation. This product does an excellent job of finding the meaning in unstructured inputs from free-form surveys, newsfeeds, blogs, etc.

    I suggest that you take a look at my recently-released book, The Real-Time Contact Center. There is a free chapter download available on SearchCRM.com, or you can buy the entire text on Amazon.com.

    Q: Do you have any statistics in your files about how many contact centers implement technology but then underutilize it?

    Lori BocklundPresident, Strategic Contact Inc.

    A: In 20 years in the business, I've been in hundreds of centers. While I've never seen any statistics on technology utilization, anecdotally I would say the vast majority of centers highly under-utilize their technology.

    Problems we see include not looking at systems in place to start out with and potentially leveraging something that already exists, over-buying (licenses, functionality, capacity, etc.), not allocating the resources to use it effectively, never getting to the "Phase 2" functionality, not making process changes to get the most out of technology, and failing to help the users see the benefits and make changes.

    There are a multitude of reasons companies don't get the full "bang for their buck." To compound it, few companies follow up on their ROI analysis after implementation to be sure they have achieved their goals, and to look for further optimization opportunities. With the types of technologies on company's radars today, I think these issues could get worse.

    Some critical success factors to fully utilize technology are:

  • Have a technology strategy, and pursue that strategy in full – including rolling out additional functionality, allocating resource time and making the appropriate process changes to apply it effectively.
  • Carefully define your requirements so you buy what you need – in functionality and size.
  • Take time to do a discovery process first to see what you have and compare it to what you need – you may be able to leverage something already in place.
  • Perform cost benefit analysis throughout. Start with a high level analysis up front in planning and refine it once you know the solution and its capabilities. Then follow through on your ROI and see if you are achieving what you anticipated and if not, define the changes you could make to optimize your technology.
  • Use change management to ensure the users successfully adopt the technology. Visit other installments of the SearchCRM.com FAQ series:
  • The top 10 customer experience questions
  • The top on-demand CRM and SaaS CRM FAQs

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