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642-241 - Unified Contact Center Enterprise Design (UCCED) - BrainDump Information

Vendor Name : Cisco
Exam Code : 642-241
Exam Name : Unified Contact Center Enterprise Design (UCCED)
Questions and Answers : 278 Q & A
Updated On : April 18, 2019
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642-241 Unified Contact Center Enterprise Design (UCCED)

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642-241 exam Dumps Source : Unified Contact Center Enterprise Design (UCCED)

Test Code : 642-241
Test Name : Unified Contact Center Enterprise Design (UCCED)
Vendor Name : Cisco
Q&A : 278 Real Questions

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Cisco Unified Contact Center Enterprise

The Cisco Unified Cloud Platform Continues to lead in place of work Transformation – promises Made, promises stored | killexams.com Real Questions and Pass4sure dumps


We wanted to spend a second to discuss a true-world, right here-and-now issue that each enterprise faces today: how do I retain my clients and my enterprise protected?

examine moreright-arrow Collaboration

At Webex, we need your conferences to be intuitive, convenient, and sensible so we just unveiled a brand new set of creative features we’re calling Cognitive Collaboration designed to do just

read greaterright-arrow Collaboration

nowadays I’m extremely joyful to spotlight some unique enhancements we’re unveiling at commercial enterprise connect, that leverage the vigour of cloud analytics and AI. We’re calling it Cognitive Collaboration for the contact

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What are the greatest challenges in IoT? This podcast covers the latest traits in Cisco’s IoT portfolio and a few of the standout points to assist you securely join the edge.

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M-idea neighborhood Releases vREALM Powered through Cisco Voice & Unified Communications | killexams.com Real Questions and Pass4sure dumps

los angeles, CA, February 27, 2019 --(PR.com)-- M-thought group, a frontrunner in delivery of private know-how infrastructure and managed services has announced a brand new product offering, vREALM, a single-tenant deepest cloud service delivering managed Cisco’s Voice & Unified Communications business VoIP and contact center. employing their proprietary cloud model, CapEx-as-a-provider™, M-idea delivers an entire managed Cisco UC networking stack, On-Prem or Privately hosted with cloud redundancy, on a cost-per-user groundwork.

Blurring the strains between CapEx and OpEx. M-concept gives a completely managed deepest single-tenant hosted solution. vREALM gives you the month-to-month subscription plan of a public VoIP issuer with the quality, privacy, safety and enterprise Cisco hardware and software that simplest a boutique reseller can offer customarily on a CapEx groundwork. There are no up-front fees, only a manageable month-to-month fee.

“This new product sets us aside from our competition,” states Chant Vartanian, Chairman and Chief strategy Officer of M-theory. “vREALM is the Hosted VoIP solution that changes the IT consumption paradigm. we will radically change your enterprise communique and reduce costs with an business grade voice, video and collaboration solution that handiest Cisco can present.”

About M-theory community (www.M-TheoryGRP.com)

M-thought’s mission is to disrupt the natural methodology of technology acquisition. As a dynamic rising growth enterprise, they purpose to convey inventive expertise options that serve assorted verticals comparable to Finance, IT, Healthcare, assignment group, Manufacturing, software, enterprise capabilities, amusement, felony, Gaming, and Telecommunications. in comparison to public cloud and traditional infrastructure-as-a-service (IaaS) tactics, CaaS offers two basic distinctions. First, M-theory gives customized-developed, single-tenant deepest clouds. This ability purchasers can be certain their environments are absolutely aligned with their selected protection guidelines and compliance mandates - and evade the dangers associated with multi-tenant environments. second, these inner most clouds can be delivered anywhere the customer requires, no matter if on their premises, in M-thought’s records facilities, in a colocation atmosphere or another information middle they choose.

Cisco Updates Contact center Lineup | killexams.com Real Questions and Pass4sure dumps

Cisco has up-to-date its contact middle portfolio with the purpose of enhancing customer journey, protection and deployment, and creating value for businesses by using offering related offerings through a cloud-first mannequin.

unencumber 12.0 includes enhancements to Cisco’s on-premises and hosted options: Unified Contact center business (Unified CCE), Packaged Contact middle enterprise (Packaged CCE), Unified Contact center categorical (Unified CCX), and Hosted Collaboration solution for Contact center (HSC-CC).

Cisco's Vasili Triant

Cisco’s Vasili Triant

Vasili Triant, Cisco’s vice president of client take care of the collaboration, tells Channel companions the latest release lets partners go lower back to current consumers for technique re-engineering besides the upgrade itself.

“There [are] lots of services profits that companions can improvement from,” he observed. “partners at all times play a vital function in everything we do. Product management determines function free up content material from plenty of sources including valued clientele and companions, in addition to Cisco box personnel, UX field analysis and market facts. Our companions’ remarks is a a must have factor of our method.”

In his blog, Tod famous, Cisco’s senior director of product management, wrote that contact facilities play an “elementary position in shaping a corporation’s path and have become a strategic indispensable to driving consumer loyalty, innovation and company growth.”

“The agent experience in selected has a direct correlation with how your consumers make buying choices,” he wrote. “In some situations, they are the most effective interaction consumers will have along with your organization. therefore, empowering agents with contemporary and intuitive equipment that enable them to have the correct advice and substances at their fingertips, helps force sooner decision closure and create extra significant client interactions that may remaining a lifetime.”

New points encompass:

  • Multi-web page supervisor support, enabling remote or journeying supervisors.
  • elevated number of agents supported on CCE and HCS-CC to 24,000.
  • A single-pane-of-glass administrative portal for Cisco and companion programs.
  • business chat and e-mail excessive availability.
  • subsequent-era unified administration for packaged CCE with person event refresh.
  • a rise in the improved name context (ECC) payload limit.
  • An upgraded consumer event in desktop Chat, crew Message and Agent active name particulars for the supervisor.
  • An stronger net chat experience and aid for facebook Messenger.
  • “a lot of our contact-center purchasers have shared their challenges with us, on how they attempt to increase agent and supervisor productiveness, improve first contact decision, and enhance their consumers’ experience,” noted wrote. “on the equal time, their IT personnel must be able to control the contact center effectively and cost-without difficulty, whereas making certain compliance with the newest security requisites and keeping the privacy of their purchasers’ data.”

    “expanding scale and the new browser-based mostly agent and supervisor laptop shoppers give a superior omnichannel journey that exceeds these offered through most of our rivals,” Triant observed.

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    Talkdesk announces AI-infused Workforce Management at Enterprise Connect | killexams.com real questions and Pass4sure dumps

    Orlando, FL, Mar 19, 2019 (GLOBE NEWSWIRE via COMTEX) -- Orlando, FL, March 19, 2019 (GLOBE NEWSWIRE) -- Talkdesk, the cloud contact center for innovative enterprises, today announced Talkdesk Workforce Management, a cloud-native and 100 percent microservices architecture fully unified with a Contact Center as a Service (CCaaS) platform. With other CCaaS providers still reliant on legacy cloud (hosted) built in a monolithic architecture, Talkdesk's speed to market and rapid pace of innovation ensures customers receive new features and increased value faster than any other contact center solution.

    "Unlike legacy solutions focused on optimizing outdated processes, Talkdesk Workforce Management will redefine agent involvement and personal ownership within their role," said Tiago Paiva, chief executive officer, Talkdesk. "As legacy, first-generation cloud providers scramble to migrate from monolithic, cluster-based models to microservices, Talkdesk will stay ahead and deliver greater value for our customers, faster."

    "While we've seen several companies enter the Contact Center as a Service market with shiny new microservices-based solutions, workforce management (WFM) has, for the most part, been addressing the move to the cloud with variants of premises-based applications. It is exciting to see Talkdesk take on the challenge of throwing the proverbial Erlang C book out the window to build a true cloud-native, single platform, artificial intelligence (AI)-to-the-core, WFM application," said Sheila McGee-Smith, founder and principal analyst, McGee-Smith Analytics.

    "The old contact center infrastructure, cobbled together from a set of vendor solutions, limits the delivery of differentiated service," wrote Forrester analysts Kate Leggett, Art Schoeller, Ian Jacobs and Laura Naparstek in the November 2018 report, Vendors Battle for the Heart of the Contact Center. "It stops contact center managers from obtaining a full, omnichannel view of customer interactions, limits their ability to forecast and schedule agents across media types, and makes it difficult to configure more-effective rules for contact flow."

    Talkdesk Workforce Management takes an agent-first approach to drive employee engagement and reduce stress. Improving employee satisfaction through agent-centric workforce management tools can produce significant increases in key performance indicators (KPIs) and reinforce the "happy staff leads to happy customers" principle. Talkdesk Workforce Management will empower users with the ability to:

  • Eliminate manual intraday analysis to determine optimal staffing levels. Powered by Talkdesk iQ, Talkdesk Workforce Management uses AI to present recommended staffing adjustments in real-time. An intuitive interface allows users to easily accept or decline changes with the click of a button.
  • Simplify and automate agent schedule changes with self-service shift swaps and time off requests accessible from the agent desktop or their mobile device. Administrators have the option to require management approval or automate the process if the change fits within predefined parameters.
  • Predict and plan for hiring needs with early notifications, visibility and long-term forecasting. With this new AI-infused WFM solution, Talkdesk customers can receive advanced notifications when staffing levels are expected to drop below acceptable thresholds, calculate how many agents will be needed, determine start dates and predict when new agents will reach optimal proficiency levels.
  • With the infusion of AI throughout Talkdesk Workforce Management, contact center leaders have the ability to replace manual scheduling processes with automation to increase operational efficiency, reduce costs, and minimize effort. Powerful new capabilities allow contact center managers to fine-tune staffing needs, accelerate reaction time and make rapid intraday adjustments, drastically improving schedule adherence with the introduction of surge pay. Talkdesk Workforce Management is the cornerstone of tomorrow's growing workforce by placing the agent experience at the center of the product's design.

    "After completing hundreds of customer interviews, we consistently heard that the majority of WFM products require the administration team to work for the software instead of the software working for the team," continued Paiva. "This is the overarching theme we aim to resolve as we launch and expand Talkdesk Workforce Management. In the end, it's all about freeing time to improve the customer experience."

    Additional Information

  • Connect with Talkdesk on LinkedIn
  • About Talkdesk

    Talkdesk Enterprise Cloud Contact Center empowers companies to make customer experience their competitive advantage. With enterprise-class performance and consumer-like ease of use, Talkdesk easily adapts to the evolving needs of sales and support teams and their end-customers, resulting in increased customer satisfaction, productivity and cost savings. Over 1,400 innovative enterprises around the world, including IBM, Acxiom, Discovery Education and Peloton, rely on Talkdesk to power their customer interactions. Learn more and request a demo at www.talkdesk.com.

    Gavin Gustafson Talkdesk 801-560-0073 gavin.gustafson@talkdesk.com Chad Torbin Speakeasy Strategies (415) 548-6535 chad@speakeasystrategies.com

    (C) Copyright 2019 GlobeNewswire, Inc. All rights reserved.

    Power Distributor Optimizes Customer Service with Cisco Contact Center Solution in Brazil | killexams.com real questions and Pass4sure dumps

    Sao Paulo, Brazil, January 15, 2015 – Energisa Group, a Brazilian energy distributor, optimized its customer services with Cisco® Unified Contact Center solution. The organization deployed a set of Cisco´s solutions to integrate its communications channels, unifying telephone, e-mail, real-time chat and social networks applications. The technology will improve Energisa´s service capacity, enabling it to deal up to 447,000 calls per month in its distribution units.

    The customer service optimization meets Energisa´s structural demands and the distribution centers’ current needs. One of the indicators evaluated by the Brazilian Electric Energy Agency (ANEEL, Agência Nacional de Energia Elétrica) is the customer services provided by the power companies. In addition, Energisa has realized the need to update its contact center after its infrastructure expansion with the acquisition of the Brazilian group Rede. Today Energisa serves over 15 million people.

    Cisco Customer Collaboration architecture, including Cisco Unified Contact Center Enterprise, was utilized to provide intelligent contact routing, call treatment, and network-to-desktop computer telephony integration (CTI). The solution also integrates Outbound Dialer functions and Internet applications such as social media, e-mail and real-time chat consolidated in an all-in-one platform, thin-client collaborative desktops for agents and supervisors, and rapid deployment in distributed locations.

    Energisa has installed 286 service positions in its companies around the country: Energisa Borborema, Energisa Minas Gerais, Energisa Nova Friburgo, Energisa Paraíba and Energisa Sergipe. Cisco technology also has brought essential channels convergence to the organization, enabling it to expand its service reach.

    "The importance of customer service is growing along with consumers and market demands, requiring more convergent technologies," said Marcus Luz, Director, Enterprise at Cisco Brazil. In addition to meeting the usual requirements, the executive highlights the opportunity to improve customers´ arrangements and loyalty through offering integrating solutions and all-round visibility. "A single contact center platform integrating social media, e-mail and real-time chat applications enables better planning and personalized customer service in many levels," added Luz.

    Wittel Solutions, one of Cisco´s integrators, was responsible for the design and deployment of the project. According to Marcelo Penteado, Wittel, Solutions Director, the project aimed to optimize investments in technologies and more effective and measurable operating results, thanks to the control tools of the Cisco solution.

    Aiming to forward customers’ calls directly to the most appropriate resources, meeting their specific needs, Cisco Unified Customer Voice Portal was also implemented in the infrastructure, combining self-service and contact center through real-time query and service status intelligent applications. Reducing transfers to another agent to almost zero, the system increased the company´s customer satisfaction and contributed to the improvement of operational efficiency.

    About Energisa Group

    Energisa Group is one of the largest power distributers in Brazil, with a footprint of 109 years. The company operates 13 distributor centers in the states of Minas Gerais (Energisa Minas Gerais and Bragantina), Paraíba (Energisa Paraíba and Energisa Borborema), Rio de Janeiro (Energisa Nova Friburgo), Sergipe (Energisa Sergipe), Mato Grosso (CEMAT), Mato Grosso do Sul (Enersul), Tocantins (Celtins), Sao Paulo (Caiuá, Vale Paranapanema and Nacional) and Parana (Power and Light West).

    With approximately 6 million customers, it serves over 15 million people in 788 municipalities located in all regions of Brazil. With annual net sales of R$ 8.9 billion, the group has provided about 10,000 direct jobs.

    With the mission to transform energy in comfort, development and opportunities, in a sustainable, responsible and ethical manner, Energisa operates a diverse portfolio including power distribution and generation (Energisa Generation) services (Energisa Solutions), and energy trading (Energisa Comercializadora).

    About Cisco

    Cisco (NASDAQ: CSCO) is the worldwide leader in IT that helps companies seize the opportunities of tomorrow by proving that amazing things can happen when you connect the previously unconnected. For ongoing news, please go to http://thenetwork.cisco.com.


    Cisco and the Cisco logo are trademarks or registered trademarks of Cisco and/or its affiliates in the U.S. and other countries. A listing of Cisco's trademarks can be found at www.cisco.com/go/trademarks. Third-party trademarks mentioned are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company.

    More Customers Choose Avaya Cloud Solutions To Create Enhanced Customer Experiences, Drive Business Growth and Reduce Costs | killexams.com real questions and Pass4sure dumps

    ORLANDO, Fla.--(BUSINESS WIRE)--Mar 19, 2019--Enterprise Connect 2019 – Avaya Holdings Corp. (NYSE: AVYA), a global leader in solutions to enhance and simplify communications and collaboration, continues to see increased adoption of its cloud solutions across a wide range of industries including healthcare, hospitality, financial services, manufacturing, retail, pharmaceutical, education, government agencies, tourism & travel, energy, BPOs and more. Organizations of all kinds, including Datamark Inc., Marine Rescue Technologies and Olitel are choosing Avaya OneCloud solutions to deliver improved customer experiences.

    Avaya OneCloud solutions for Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS), provide enterprise organizations with a fast, convenient and automated path to the benefits of cloud communications. Avaya currently has 3.7 million cloud seats between its public and private offerings, and continues to experience significant growth in new cloud customers each quarter. The company will showcase AI solutions, and more, at the Avaya booth #1519, Hall D at  Enterprise Connect, March 18–21, in Orlando, FL.

    Founded in 1989, Datamark provides a wide range of outsourced back-office services serving Fortune 500 companies, government agencies and other larger enterprises. The company’s innovation philosophy focuses on relentless dedication to improving the customer experience through flexible application of people, process and technology. When peak volume hit, Datamark was faced with short time lines and it needed a contact center partner who could provide agile solutions that could be up and running quickly and with a high-quality experience for its customers.

    “It is really about leveraging expertise from a partner like Avaya, and our experience has been phenomenal,” said Jacob Bailon, Client Solutions Manager, Datamark Inc. “It is a partnership where we can collaborate and brainstorm ideas and effectively bring them to fruition. The public cloud is a really good solution that allows us to be agile with our customers so whenever there is peak volume, there is never a doubt that we can bring on new agents very quickly with a quality solution. What’s important to Datamark is that it really comes down to customer experience and it’s through our collaboration with Avaya that we provide this consistently.”

    For over 15 years, Marine Rescue Technologies (MRT) has manufactured safety systems for vessels and facilities in the offshore oil and gas, defense, commercial marine and renewable energy industries worldwide. MRT works very closely with each of its customers to develop highly customized solutions, and by implementing the Avaya OneCloud CPaaS platform, customers experience has improved significantly.

    “Avaya OneCloud CPaaS has improved our ability to respond to customers quickly and with very specialized, specific solutions to meet their needs,” said Michael Ritchie, founder and owner, Marine Rescue Technologies. “Our company is unique in that we offer personnel accountability in the form of muster through our emergency notification system. The Avaya OneCloud provides a communications platform whereby MRT can offer outbound and inbound notification campaigns and business automation for any vertical market in any language. The OneCloud API , Avaya Cloud Notification Service, was very easy to integrate for providing a response and location request to anyone with a mobile phone. We use it for mass notification purposes such as catastrophic weather, it can also be used during any emergency situation, and has been purchased also by state governments and airports. The API is very well documented and all of the functionality you need–even the small nuances involved with the telecom side–is all in there. We view Avaya and OneCloud as a valuable part of our business. They’ve delivered what we needed.”

    Olitel is an IT services and telecom integration company from Brazil and an Avaya business partner. The company has successfully implemented Avaya OneCloud solutions with customers throughout Brazil with significant positive business results. Olitel expects its revenue from Avaya OneCloud solutions will double in 2019 and that the number of cloud seats will grow three times higher compared to 2018.

    “We have been working with Avaya for more than 20 years and during this time we have made significant advances for our customers,” said Mario Mendes, CEO, Olitel. “The demand for cloud solutions has grown exponentially and we believe this market will continue to grow. Over the next year we plan to deploy tens of thousands of seats, especially in small and medium-sized enterprises in Latin America. Our success with Avaya OneCloud is contributing decisively to the growth of our customers, generating cost optimization and a considerable gain in efficiency and scalability.”

    “At Avaya we are committed to delivering solutions that enable our customers to create enhanced experiences across their business,” said Gaurav Passi, president, cloud business group, Avaya. “We are seeing increased traction in adoption across all parts of our cloud portfolio. In the previous quarter, we added over 200,000 total cloud seats, and our Mid-market cloud revenue grew over 150% year over year. We’re excited to help companies like Olitel, Datamark and Marine Rescue Technologies, across diverse global industries, find the right mix of cloud deployment options for unified communications and contact center the way that best meets their needs.”

    Avaya OneCloud UC and CC solutions are provided through a network of data centers in the United States, Germany and Singapore for availability in 34 countries. The company will continue to expand its network of global data centers in the coming months to meet the growing needs of customers worldwide.

    Additional Resources

    About Datamark Inc.

    Founded in 1989, DATAMARK, Inc. is a leading business process services (BPS) company headquartered in El Paso, Texas. We serve Fortune 500 companies, government agencies and other large enterprises at our delivery centers worldwide, including the U.S., Mexico, and India. DATAMARK provides a wide range of outsourced back-office services, including call center services; high-volume digital mailroom and mail center management; and data entry, document processing and document management. Our Business Engineering and Client Solutions teams deliver process improvement consulting, applying Lean Six Sigma methodologies to streamline workflows and improve process quality.

    About Marine Rescue Technologies

    ISO 9001 certified Marine Rescue Technologies (MRT) is located in Sebastian, Florida, and offers the highest quality marine safety and rescue systems available; approved by the United States Coast Guard, the EU Marine Equipment Directive and SOLAS/IMO. Their recommendation for a rescue solution is based on the end user’s perceived risk, mitigation objectives and their own extensive experience, MRT’s AutoCrew System (ACMS) has been designed and deployed in many mission critical sites in the harshest environments requiring personnel accountability. The design objectives were clear; web based (cloud), holistic in approach, non-proprietary in hardware, and open architecture for true interoperability. Our design team proudly introduced multiple first-ever features to the automatic POB/Muster market, including bunk management, multi-lingual interface, and certificate tracking to both onshore and offshore installations. MRT works closely with a wide range of customers, including nuclear power plants, oil platforms and fleets Worldwide to understand their needs and mitigate inefficiencies in their operation and safety protocols.

    About Olitel Brasil S/A

    Olitel Brasil S/A has been in the market for 38 years, acting as Integrator of ICT (Information and Communication Technology). With portfolio of services in Consulting, Project design, planning, installation, training, maintenance and monitoring of the operation. In the last 5 years, it has been seeking more equity in business, simplifying the communication process and opening new horizons with end-to-end solutions. https://www.olitel.com.br/

    About Avaya

    Businesses are built on the experiences they provide, and every day millions of those experiences are built by Avaya (NYSE: AVYA). For over one hundred years, we’ve enabled organizations around the globe to win – by creating intelligent communications experiences for customers and employees. Avaya builds open, converged and innovative solutions to enhance and simplify communications and collaboration – in the cloud, on-premise or a hybrid of both. To grow your business, we’re committed to innovation, partnership, and a relentless focus on what’s next. We’re the technology company you trust to help you deliver Experiences that Matter. Visit us at  www.avaya.com.

    Cautionary Note Regarding Forward-Looking Statements

    This document contains certain “forward-looking statements.” All statements other than statements of historical fact are “forward-looking” statements for purposes of the U.S. federal and state securities laws. These statements may be identified by the use of forward looking terminology such as "anticipate," "believe," "continue," "could," "estimate," "expect," "intend," "may," "might," “our vision,” "plan," "potential," "preliminary," "predict," "should," "will," or “would” or the negative thereof or other variations thereof or comparable terminology and include, but are not limited to, expected cash savings and statements about growth, exchange listing and improved operational metrics. The Company has based these forward-looking statements on its current expectations, assumptions, estimates and projections. While the Company believes these expectations, assumptions, estimates and projections are reasonable, such forward-looking statements are only predictions and involve known and unknown risks and uncertainties, many of which are beyond its control. The factors are discussed in the Company’s Registration Statement on Form 10 filed with the Securities and Exchange Commission, may cause its actual results, performance or achievements to differ materially from any future results, performance or achievements expressed or implied by these forward-looking statements. For a further list and description of such risks and uncertainties, please refer to the Company’s filings with the SEC that are available at www.sec.gov. The Company cautions you that the list of important factors included in the Company’s SEC filings may not contain all of the material factors that are important to you. In addition, considering these risks and uncertainties, the matters referred to in the forward-looking statements contained in this report may not in fact occur. The Company undertakes no obligation to publicly update or revise any forward-looking statement as a result of new information, future events or otherwise, except as otherwise required by law.

    Source: Avaya Newsroom

    View source version on businesswire.com:https://www.businesswire.com/news/home/20190319005186/en/

    CONTACT: Alex Alias




    SOURCE: Avaya Holdings Corp.

    Copyright Business Wire 2019.

    PUB: 03/19/2019 08:00 AM/DISC: 03/19/2019 08:01 AM


    Copyright Business Wire 2019.

    © 2019 The Associated Press. All rights reserved. This material may not be published, broadcast, rewritten or redistributed.

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