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7491X - Avaya Aura Call Center Elite and Call Center Elite Multichannel Support - BrainDump Information

Vendor Name : Avaya
Exam Code : 7491X
Exam Name : Avaya Aura Call Center Elite and Call Center Elite Multichannel Support
Questions and Answers : 65 Q & A
Updated On : February 19, 2019
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7491X exam Dumps Source : Avaya Aura Call Center Elite and Call Center Elite Multichannel Support

Test Code : 7491X
Test Name : Avaya Aura Call Center Elite and Call Center Elite Multichannel Support
Vendor Name : Avaya
Q&A : 65 Real Questions

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Avaya Avaya Aura Call Center

Jacada Introduces a Multi-Channel computing device Enhancement to the Avaya air of secrecy® name core Elite Multi-Channel Platform | killexams.com Real Questions and Pass4sure dumps

ATLANTA--(enterprise WIRE)--Jacada, Inc., a number one international provider of client event expertise designed to simplify the interaction between businesses and their valued clientele, today introduced the public availability of the Jacada Multi-Channel Agent desktop for the Avaya air of mystery® call core Elite Multi-Channel Platform. Created to satisfy the demands of brokers interacting throughout assorted channels simultaneously, the multichannel agent computing device seamlessly unifies a number of channels into one easy interface. The enhancement is designed as a light-weight desktop alternative for the current Avaya solution, to work with the latest Avaya air of mystery® call center Elite Multi-Channel infrastructure and to be deployed abruptly by virtue of its thin-client design.

brokers are actually able to simultaneously manipulate distinct valued clientele throughout multiple name middle Elite channels from a unified desktop that displays a single view of each and every customer’s interaction. All name center Elite channels (Voice, email, and Chat) are unified onto a single, effortless desktop for an greater agent event. This outcomes in more efficient dealing with of multiple customers from dissimilar channels on the identical time. moreover, the Jacada laptop instantly inclinations the interactions, saving the agents time and reducing error.

“The Avaya charisma® name center Elite Multi-Channel Platform is a particularly ingenious solution and has been deployed successfully in many businesses,” talked about man Yair, Co-Chief executive Officer of Jacada. “With the unencumber of Jacada Multi-Channel Agent desktop for Avaya, we're enriching the Avaya charisma® call center Elite atmosphere with the aid of proposing brokers with a simple technique to manipulate not most effective dissimilar channels, however additionally distinct consumers, concurrently via our resourceful 'one click away' design.”

The Jacada Multi-Channel Agent laptop completes the Avaya name middle Elite Multi-Channel Platform funding with the aid of riding extra effectivity on the agent laptop. conveniently deployed as both a call middle Elite Multi-Channel substitute computer or as an extra component, brokers will appreciate the benefit of use and the capability to carrier distinctive shoppers simultaneously.

Webinars presenting the Jacada Multi-Channel Agent computing device are being held on November twelfth. seek advice from this hyperlink to be part of the event: http://www2.jacada.com/EMCwebinar

For extra assistance about the Jacada Multi-Channel Agent desktop for the Avaya air of secrecy® name middle Elite Multi-Channel Platform, talk over with http://www2.jacada.com/EMCDesktop

*Avaya charisma® is a registered trademark of Avaya, Inc.

About Jacada

Jacada provides options that simplify and enhance the effectiveness of customer interactions. Jacada’s cellular, customer, agent laptop and method optimization options support organizations in the reduction of the can charge of their operations, power customer satisfaction, and supply an entire return on investment within the first year after deployment. based in 1990, Jacada operates globally with workplaces in Atlanta, u . s .; London, England; Munich, Germany; Herzliya, Israel; and Stockholm, Sweden. greater information is attainable at www.jacada.com.


Avaya provides Open, mobile Collaboration on Virtualized structure | killexams.com Real Questions and Pass4sure dumps

BASKING RIDGE, NJ--(Marketwire - Dec 5, 2012) -

  • Avaya air of secrecy applications now VMware competent™; Brings high Reliability, Simplicity and suppleness to Virtualized Collaboration purposes
  • Avaya client RealPage uses new Avaya solution to Virtualize UC Core, velocity customer carrier Deployments with the aid of up to twenty%
  • Avaya nowadays unveiled its new communications architecture for virtualized unified communications (UC) purposes, Avaya charisma® Virtualized atmosphere (Avaya air of secrecy VE), to support organizations speed up cellular collaboration functions throughout their organization. With Avaya aura VE, companies keep the excessive reliability, simplicity and functionality of Avaya aura -- the business's subsequent-generation collaboration platform -- while gaining bendy new options for deploying Avaya's UC and client carrier solutions in digital architectures.

    Avaya charisma VE applications are precise as VMware capable™, which is VMware's optimum level of endorsement for virtualization applied sciences. more businesses are deciding on virtualization to reduce the complexity, machine and charges of their IT operations. The critical next step is the virtualization of unified communications, with 70 percent of groups planning to virtualize their UC functions, in keeping with Nemertes Research1. 

    Avaya air of mystery Virtualized atmosphere -- combined with Avaya's skills in open, cellular collaboration -- helps make certain that the reliability, nice and availability agencies count on in Avaya hardware-primarily based environments get delivered into the virtualized world. Key Avaya charisma VE elements consist of:

  • Redundancy and resiliency: all the crucial methods availability aspects of Avaya air of mystery's server-based mostly platform -- together with application duplication, redundant session controls for SIP entry and a survivable core -- are maintained in Avaya air of mystery VE, using enterprise continuity and decreasing risk in virtualized environments. furthermore, the answer integrates with VMware vCenter™ Server tools for diagnostics, provisioning and traffic administration to extra make sure and simplify continuity of UC.
  • A simplified, open route:  With Avaya air of mystery VE, groups proceed to benefit from the identical open specifications strategy driven by means of Avaya air of mystery. in addition, virtualization allows organizations to without difficulty expand UC functions and clients with out including new device, and accomplish that promptly by way of chopping deployment instances from hours to minutes. corporations with VMware cloud infrastructure in their facts facilities can now comfortably integrate Avaya charisma purposes onto their current server ambiance.
  • Agile customer service operations: Avaya air of secrecy extends virtualization to its call center utility, call core Elite. With less machine required, corporations can add contact middle agents extra unexpectedly and cost-conveniently in response to seasonal, income and buying tendencies. This brings the exciting potential to enhance the oversight and delivery of consumer provider the usage of virtualization.
  • With latest announcement, groups also have a few flexible options for superior mobility and collaboration. groups can opt for full virtualization with Avaya air of secrecy VE or proceed with the dedicated hardware strategy already offered with the aid of Avaya air of mystery. they can also mix virtualized and committed servers for application deployment. As one other option, Avaya Collaboration Pods for Avaya air of mystery VE can be offered as pre-packaged, all-in-one UC options for virtualized storage, computing and networking.2

    Avaya air of secrecy Virtualized ambiance: Key accessories The Avaya aura® platform is made from right here add-ons, now obtainable in virtualized models:

  • Avaya aura communication manager is the open, enormously-legitimate and subsequent-generation communications basis for Avaya's UC solutions.
  • Avaya air of mystery Session manager provides a SIP based core communications structure for on-demand access to collaboration features and purposes.
  • Avaya air of mystery application Enablement functions gives developer interfaces for both off-the-shelf and custom integrations with communications and company functions.
  • Avaya air of mystery Presence functions supplies scalable, high efficiency presence aggregation features.
  • Avaya Agile Communications environment allows for application integration with company communications processes.
  • Avaya air of secrecy name middle Elite is a component of the business's contact core suite, and the premier call-routing application for contact facilities.
  • For greater guidance on these Avaya charisma products talk over with right here; For Avaya air of mystery name center Elite, seek advice from right here.

    rates "Avaya air of mystery Virtualized environment helps us carry collaboration and consumer journey capabilities in a quicker, extra effective means. We virtualized our core UC infrastructure, while preserving the continuity and resiliency required to preserve a busy 1,four hundred employee business like ours working in real time.

    "To be sure proper-notch customer carrier, virtualized air of secrecy lets us ramp up contact facilities promptly -- up to 20 percent faster. here is tremendous for seasonal spikes, after we deserve to add materials instantaneous. We were in a position to set up a short lived 70-agent contact core the use of no machine, streamlining operations considerably. Avaya air of secrecy VE is an incredible development for us and for Avaya shoppers, bringing Avaya's pace, ease and reliability to the virtualized atmosphere."--Joe McCorkle, director, IT UC/Voice capabilities, RealPage, Inc., a leading provider of software-as-a-carrier (SaaS) products and capabilities for the condominium housing business

    "As hobby in virtualized solutions continues to extend, and companies understand the advantages of the software-described datacenter, we see the shift of actual-time collaboration functions the usage of VMware options as a step ahead. Having achieved joint checking out and validation of the Avaya charisma UC applications -- and now releasing them as VMware capable™ applications -- we're supplying a strong combination to consumers. Avaya and VMware will continue to work to fulfill customer wants for efficiency and reliability as extra precise-time collaboration functions are virtualized."--Parag Patel, vice chairman, international Strategic Alliances, VMware

    "pushed by using a want to in the reduction of expenses, enrich flexibility, and enhance resiliency, more than 70 % of corporations are planning to virtualize their UC applications, leveraging the equal infrastructure that supports different enterprise-crucial purposes. but earlier than IT architects adopt UC virtualization, they must ensure that obtainable solutions can meet the efficiency, administration, and high availability requirements associated with UC structures."--Irwin Lazar, vp and service director, UC and Collaboration, Nemertes analysis

    Story continues

    "Avaya recognizes that any course to collaboration requires a platform that prioritizes high reliability, functionality and flexibility. this is why now we have seamlessly brought these benefits from Avaya air of secrecy into virtualized environments. With Avaya's UC functions now VMware equipped™ for virtualization, our purchasers can trip a faster, greater effective path to subsequent-era collaboration."--Gary E. Barnett, senior vice president & customary manager, Collaboration systems, Avaya

    additional facts & tips:

  • in keeping with IDC, 75 percent of organizations stated virtualization is regarded for the default build of recent server hardware.3
  • The desirable situation preventing corporations from expanding virtualization is reliability, in response to V-Index, a virtualization business quarterly survey.4
  • Avaya air of secrecy VE should be protected in Avaya's present Triple 7 merchandising, which helps clients of the Avaya CS1000 platform circulation to an Avaya charisma answer.
  • VMware, VMware vCenter and VMware in a position are registered trademarks and/or logos of VMware, Inc. in the united states and/or other jurisdictions. using the notice "companion" or "partnership" doesn't imply a prison partnership relationship between VMware and some other business.

    All trademarks recognized by way of ®, TM, or SM are registered marks, trademarks, and repair marks, respectively, of Avaya Inc. Avaya and different events may also have trademark rights in different terms used herein.

    Tags: Avaya, Avaya air of mystery, virtualization, VMware, collaboration, mobility, unified communications, cellular collaboration, contact core

    About Avaya: Avaya is a global provider of enterprise collaboration and communications solutions, presenting unified communications, contact facilities, networking and connected functions to businesses of all sizes all over. For greater guidance please discuss with www.avaya.com.

    definite statements contained in this press free up are ahead-searching statements. These statements can be recognized by the use of ahead-looking terminology similar to "anticipate," "believe," "proceed," "may," "estimate," "predict," "intend," "may additionally," "may," "plan," "capabilities," "predict," "may still" or "will" or different identical terminology. we now have based these ahead-searching statements on our present expectations, assumptions, estimates and projections. whereas we agree with these expectations, assumptions, estimates and projections are low-cost, such forward searching statements are only predictions and contain everyday and unknown hazards and uncertainties, a lot of which can be past our control. These and different vital elements may cause our genuine outcomes, efficiency or achievements to differ materially from any future outcomes, performance or achievements expressed or implied by way of these ahead-searching statements. For a listing and outline of such dangers and uncertainties, please check with Avaya's filings with the SEC that can be found at www.sec.gov. Avaya disclaims any intention or obligation to replace or revise any ahead-looking statements, even if on account of new advice, future events or otherwise.

    observe Avaya: Twitter, facebook, YouTube, LinkedIn 

    1 Nemertes analysis 2012-13 Communications and Computing Benchmark.

    2 Avaya Collaboration Pods start trials later this yr.

    3 IDC Market analysis point of view: international business Virtualization application, 2011, doc #232074, December 2011.

    four V-Index: Virtualization Penetration expense within the business document, Q3 and Q2 2011, by means of Vanson Bourne market research.


    Avaya Launches next-technology Contact center options to boost consumer carrier Experiences | killexams.com Real Questions and Pass4sure dumps

    supply: Avaya Inc.

    Avaya Inc.

    July 20, 2010 07:00 ET

    New Avaya aura™ Contact center Drives real-Time Collaboration and Agent productiveness; Can enhance consumer delight by means of as much as 50 p.c

    BASKING RIDGE, NJ--(Marketwire - July 20, 2010) - Avaya, a world leader in enterprise communications techniques, utility and functions, introduced its next-generation of contact center options to fulfill the actual-time demands of a all of a sudden evolving customer provider ambiance. the new solutions -- which encompass improvements in multimedia work project, personnel optimization and outbound self-provider -- can support groups greater effortlessly control consumer experiences in an at all times-on world. These developments drive improvements in consumer delight, agent productivity, and price-reductions throughout contact center operations.

    vital to the new offerings is Avaya air of mystery™ Contact center, a multimedia work project application for mid-measurement contact centers that connects consumers and their counsel to the right agent or skilled via any communications mode (i.e. voice, video, e mail, chat). It uses the Session Initiation Protocol (SIP)-based mostly collaborative session model of Avaya™ aura -- the business's enterprise communications functions platform -- to raise the efficiency and first-rate of consumer service. Avaya aura Contact core complements the huge business options of Avaya charisma call center Elite, and should function its multimedia extension.

    Avaya charisma Contact center's collaboration capabilities help a business bear in mind the total context of a customer interaction -- including the consumer's mode of communications, heritage and latest needs. The solution additionally brings collaborative classes to client provider, doing away with the procedure of having purchasers repeat information to a few people as they progress via a name. through bringing the consumer, agent and expert into a session to share suggestions, a company can cut back consumer frustrations, increase first-contact decision and enhance experiences. through this method, Avaya air of secrecy Contact center can enhance client satisfaction with the aid of as much as 50 percent.(1)

    customer experiences are important, yet most agencies aren't aware of the disconnect they have got with their personal clients. A study by Webtorials Editorial suggests that 80 p.c of businesses accept as true with they deliver a good or superior client journey, whereas best 20 % of consumers agree. additionally, eighty two p.c of buyers say their journey with the contact middle is critical or very important of their opinion about a company's picture.

    "SIP and internet features enable contact centers to do what used to require enormously customized and costly computer telephony integrations (CTI) to achieve," referred to Drew Kraus, research vice chairman, Gartner, Inc. "It makes multi-modal client provider greatly available, instead of constrained to simply big-price range contact centers. With persevered adoption of multi-modal contact centers, and an evolving social media area, SIP is a becoming area of activity for groups."

    Avaya aura Contact center additionally allows for elevated agent productivity, considering the fact that brokers not must juggle separate communications channels across varied systems. A single computer agent software may also be used to song and control up to six forms of transactions simultaneously -- one voice and 5 non-voice (email, internet chat, and so on). It additionally lets agencies carry advanced work items, reminiscent of online applications or claims, to agent desktops by means of an 'open generic queue,' which used to require a separate workstream. additionally, right through incoming consumer speedy messages or chats, the solution identifies context-delicate key phrases, which are matched up with organized textual responses the agent can use to speed interactions. key terms can also be used to create an inventory of imperative available consultants, decreasing the time spent looking for them.(2) 

    New solutions bring conclusion-to-conclusion experience administration All of modern day introductions give a groundwork for conclusion-to-conclusion event management, which uses open communications so groups can orchestrate americans and assistance, be trained customer facts, carry full context to sessions, and immerse agents and consumers right into a collaborative session. other new solutions unveiled today consist of:

  • Avaya air of secrecy™ team of workers Optimization (WFO): Avaya introduces its first built-in offer in body of workers optimization, enabling groups to make extra advised choices about consumer service. WFO includes recording and best monitoring to trap and synchronize an agent's audio and reveal activity so supervisors can see the complete scope of interactions. perception won through best monitoring has been forecast to cut back agent practising time with the aid of 30 %.(three) 

    The answer additionally includes a staff administration software that collects counsel and ancient traits from a contact center, equivalent to name volumes for a given time, to verify most reliable staffing necessities. This reduces extra expenses and accelerates return on investment. extra useful staff scheduling can lead to a 20 percent can charge-reduction.(4)

  • Avaya Proactive Outreach manager: Designed to let organizations attain out to valued clientele by the use of self-service, Proactive Outreach supervisor locations all multimedia interactions on a single platform. This allows corporations to go past outbound calling to extra with no trouble use outbound notification campaigns incorporating a number of modes of communications. motels, as an example, can use it to send room availability notices and promotions, whereas producers can extra effectively supply actual-time updates on shipments.

    Outbound self-provider can pressure new revenues and mark downs, with one consumer reporting a ten p.c increase in payments, and $50,000 in annual rate reductions from automatic appointment reminders. This solution additionally can provide the potential to manipulate each outbound and inbound self-service the use of an internet browser attainable equipment, simplifying administration and reducing the costs of outbound self-carrier, given that the same systems can now be used for both capabilities.

  • different introductions include Avaya aura™ name center Elite 6.0, the new version of Avaya's name routing application for tremendous companies, which now offers enhanced capacity and comprises the adaptive, predictive routing capabilities of business suggest as an entitlement. The enterprise additionally promises Avaya IQ 5.1, the business's effective reporting and analytics solution, which positive factors improved capacity (900 simultaneous clients), availability, and graphical views.

    "As next-era communications takes cling, groups respect that consumer expectations continue to flow in a single course -- up," spoke of Anthony Bartolo, regular supervisor, Contact core solutions, Avaya. "Avaya air of secrecy Contact center and our new people-centric collaboration solutions give the equipment to extra without problems manage experiences, each for customers and the agents who serve them."

    Avaya is the 2009 chief in the global contact core market (measured through contact center agent conclusion user salary),(5) and 88 % of Bloomberg Businessweek's 2010 customer provider Champs use Avaya contact center options.(6)

    ATGStores to carry precise-Time consumer service stages with Avaya air of mystery Contact core A enterprise making ready to reap the benefits of Avaya air of mystery Contact middle is Washington-based mostly ATGStores, a premier looking vacation spot for business authorities and householders eager to construct, remodel, and enhance their buildings and groups. The on-line retailer facets over 3 million items from greater than 1,800 identify company producers -- together with lighting, plumbing, furnishings, hardware, appliances, and greater. 

    With ninety six percent of its enterprise carried out essentially, ATGStores counts on their contact center for using customer interactions and real-time consumer carrier. The company expects Avaya's latest offering to increase multimedia client communications, assisting to enhance agent productivity and customer experiences.

    "Our aim is to deliver 'one-touch decision' the place a client's question or problem is solved appropriate then and there," mentioned Brad Halbach, vice chairman, ATGStores. "To try this, our brokers have to without delay understand client wants, gather pertinent guidance, and seamlessly usher in specialists. We require the most useful tools for multi-tasking throughout every kind of interactions, and Avaya aura Contact middle is the answer we've been anticipating. i'm anticipating the software's means to create collaborative classes, with key records intact."

    in response to Halbach, Avaya charisma Contact core is an excellent healthy for a web business like ATGStores, which has seen net chat interactions greater than double on account that coming into use. He expects agents to improvement from managing web chat and different client interactions by the use of the answer's single streamlined portal, instead of the use of distinct interplay home windows. for example, a mobile order for a chandelier, an internet chat on a faucet query, and an e mail inquiry about a brand new crib can be more effortlessly tracked and handled by means of agents.

    ATGStores is owned by Allied exchange community, which owns and operates a protracted household of more than 500 on-line stores, together with lights Universe, Fixture Universe and outside living Showroom. For greater advice, visit their internet website at www.ATGStores.com.

    For additional info, together with an in depth backgrounder on the new Avaya contact middle items and a white paper, please consult with the Avaya press room online at: http://www.avaya.com/gcm/grasp-country/en-us/corporate/pressroom/index.htm

    join AVAYA FOR THE LAUNCH: Avaya will host a series of world one-hour webcasts on present day announcement for valued clientele, companions and other interested parties. To register for the webcast linked to your place, please click on on one in every of here links:

  • For the us, beginning at 1:00 pm EDT nowadays, click here.
  • For Canada, Mexico, the Caribbean, Latin the us and South america, beginning at 2:30 pm EDT today, click on here.
  • For Asia-Pacific, starting at eleven:30 pm EDT nowadays, click here.
  • For Europe, core East and Africa, starting at 5:00 am EDT, Wednesday, July 21, click right here.
  • About Avaya Avaya is a world chief in business communications programs. The company gives unified communications, contact centers, information options and related capabilities without delay and thru its channel companions to main corporations and groups everywhere. enterprises of all sizes depend on Avaya for state-of-the-art communications that improve efficiency, collaboration, client carrier and competitiveness. For extra advice, please visit www.avaya.com.

    (1) based on client case study(2) feature functionality in keeping with configuration(3) source: IT Navigator, Avaya associate and consumer(four) supply: IT Navigator, Avaya companion and customer(5) Gartner report: Contact center Market Share, international Totals, 2009, Drew Kraus, March, 2010(6) in response to Avaya tabulation of Bloomberg Businessweek 2010 customer provider Champs checklist.


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    Jacada Introduces a Multi-Channel Desktop Enhancement to the Avaya Aura® Call Center Elite Multi-Channel Platform | killexams.com real questions and Pass4sure dumps

    ATLANTA--(BUSINESS WIRE)--Jacada, Inc., a leading global provider of customer experience technology designed to simplify the interaction between businesses and their customers, today announced the public availability of the Jacada Multi-Channel Agent Desktop for the Avaya Aura® Call Center Elite Multi-Channel Platform. Created to meet the demands of agents interacting across multiple channels simultaneously, the multichannel agent desktop seamlessly unifies several channels into one convenient interface. The enhancement is designed as a lightweight desktop alternative for the current Avaya solution, to work with the current Avaya Aura® Call Center Elite Multi-Channel infrastructure and to be deployed rapidly by virtue of its thin-client design.

    Agents are now able to simultaneously manage multiple customers across multiple Call Center Elite channels from a unified desktop that reflects a single view of each customer’s interaction. All Call Center Elite channels (Voice, Email, and Chat) are unified onto a single, convenient desktop for an improved agent experience. This results in more efficient handling of multiple customers from multiple channels at the same time. Additionally, the Jacada desktop automatically dispositions the interactions, saving the agents time and reducing error.

    “The Avaya Aura® Call Center Elite Multi-Channel Platform is a highly innovative solution and has been deployed successfully in many organizations,” said Guy Yair, Co-Chief Executive Officer of Jacada. “With the release of Jacada Multi-Channel Agent Desktop for Avaya, we are enriching the Avaya Aura® Call Center Elite environment by providing agents with an easy way to manage not only multiple channels, but also multiple customers, simultaneously through our innovative 'one click away' design.”

    The Jacada Multi-Channel Agent Desktop completes the Avaya Call Center Elite Multi-Channel Platform investment by driving more efficiency at the agent desktop. Easily deployed as either a Call Center Elite Multi-Channel replacement desktop or as an additional component, agents will appreciate the ease of use and the ability to service multiple customers simultaneously.

    Webinars presenting the Jacada Multi-Channel Agent Desktop are being held on November 12th. Visit this link to join the event: http://www2.jacada.com/EMCwebinar

    For more information about the Jacada Multi-Channel Agent Desktop for the Avaya Aura® Call Center Elite Multi-Channel Platform, visit http://www2.jacada.com/EMCDesktop

    *Avaya Aura® is a registered trademark of Avaya, Inc.

    About Jacada

    Jacada provides solutions that simplify and improve the effectiveness of customer interactions. Jacada’s mobile, customer, agent desktop and process optimization solutions help companies reduce the cost of their operations, drive customer satisfaction, and provide a complete return on investment within the first year after deployment. Founded in 1990, Jacada operates globally with offices in Atlanta, USA; London, England; Munich, Germany; Herzliya, Israel; and Stockholm, Sweden. More information is available at www.jacada.com.


    Avaya partners with Afiniti for intelligent call routing | killexams.com real questions and Pass4sure dumps

    Avaya is partnering with a vendor that uses artificial intelligence to route incoming calls to the support and...

    sales agents most likely to meet the customers' needs. Afiniti Enterprise Behavioral Pairing will be added to Avaya's contact center platforms later this year, although companies will need to execute a contract with Afiniti to activate the service.

    Afiniti's intelligent call routing starts with a customer's phone number and then scans more than 100 internet and internal databases, including customer relationship management systems, to build a profile of each caller. The process could also include demographic information and records of previous contact center queries made by the customer.  

    The platform also accesses information about available agents, such as their success rate with particular customer segments, and can analyze trends across the contact center. If male agents are determined to be twice as successful as female agents at selling to male customers, for example, Afiniti's service could route incoming calls accordingly when possible.

    More than 150 organizations are already using Afiniti's intelligent call routing. The over-the-top service is compatible with dozens of contact center platforms, including those from Cisco and Genesys. Avaya plans to natively integrate the service with its contact center products to make it easier for customers to activate.

    Avaya will add the Afiniti software to Avaya Aura Call Center Elite through a software patch in the third quarter of 2018. The vendor is aiming to enable intelligent routing of texts, emails and chats through its platforms by early 2019.

    The partnership announced this week between Avaya and Afiniti is part of the A.I. Connect initiative that Avaya launched last year to improve its contact center and unified communications portfolios using artificial intelligence.

    Contact center vendors pursue intelligent call routing

    The Afiniti integration will help Avaya deliver on a long-standing promise of contact center vendors to support routing that is truly intelligent, said Dan Miller, lead analyst and founder of Opus Research, based in San Francisco.

    "For a couple of decades, [intelligent routing] equated to the rudimentary delivery of incoming calls to the 'best agent,' which was often just the next available agent," Miller said. "For businesses like Caesars World and T-Mobile, Afiniti has shown that artificial intelligence can be applied in real time to match an incoming contact with the most appropriate agent or resource."

    Afiniti says its intelligent call routing helped T-Mobile generate $70 million in additional annual revenues by converting prospective customers to paying customers at a higher rate. Afiniti charges customers based on a percentage of the value derived from use of its product.

    Avaya is not the only contact center vendor pursuing this type of technology. Genesys Predictive Routing, for example, analyzes data on agents and customer interactions to predict outcomes and route queries accordingly. Similar to Afiniti, Genesys uses machine learning to improve customer-agent matches over time.

    Avaya has been working to embed artificial intelligence throughout its customer experience portfolio through internal product development, as well as vendor partnerships, according to Nancy Jamison, an analyst at Frost & Sullivan.

    Avaya recently acquired the company Spoken, which makes speech recognition technology that listens for keywords during contact center conversations and provides contextual information to agents. The tool also automatically transcribes those interactions.

    "Exciting areas of R&D, including cognitive and behavioral science, have vast potential to prove value when it comes to the employee and customer engagement," Jamison said.


    United States Coast Guard Standardizes on Avaya | killexams.com real questions and Pass4sure dumps

    FAIRFAX, VA--(Marketwire - Jan 5, 2012) - Avaya Government Solutions, a wholly owned subsidiary of Avaya, today announced that the United States Coast Guard (USCG) has deployed Avaya's state-of-the-art unified communications and contact center solutions in its new Centralized Service Desk in St. Louis, Missouri. This is the first project under the USCG's Enterprise Architecture Strategy, which makes use of the Avaya Aura® platform. The USCG plans to evolve their existing voice infrastructure to a SIP-based unified communications architecture to better support their mission requirements for the next quarter century.

    The Centralized Service Desk unifies the functions of 11 separate IT help desks that previously operated independently at Coast Guard locations throughout the United States. The Avaya solution, comprised of Avaya Aura® Communication Manager and Avaya Call Center Elite, provides the USCG with optimized call handling capabilities and enhanced reporting, improving service and support to end-users.

    "Avaya's communication and collaboration solutions will allow the U.S. Coast Guard to enhance service, improve functionality and reduce costs, all the while leveraging their existing IT infrastructure," said Tim Gentry, senior vice president of civilian sales, Avaya Government Solutions. "For over two centuries, the U.S. Coast Guard has safeguarded our nation's maritime interests in the heartland, in the ports, at sea, and around the globe. We are proud to have been chosen to support their mission requirements."

    The Avaya Government Solutions team includes HMS, Communications Products, Inc. and American Systems Corporation.

    Tags Avaya, Avaya Government Solutions, USCG, United States Coast Guard, Coast Guard, Avaya Aura, unified communications, contact center

    About Avaya Government Solutions Avaya Government Solutions is a provider and integrator of secure, certified business collaboration and communications solutions, providing unified communications, contact centers and networking to government agencies of all sizes around the world. Avaya Government Solutions leverages its professional services capabilities and cyber-security expertise to create technology platforms that streamline inter-agency communications and bring the right people together in the right context with the information they need. Please visit www.avayagov.com for more information.

    About Avaya Avaya is a global provider of business collaboration and communications solutions, providing unified communications, contact centers, networking and related services to companies of all sizes around the world. For more information please visit www.avaya.com.

    Certain statements contained in this press release are forward-looking statements. These statements may be identified by the use of forward-looking terminology such as "anticipate," "believe," "continue," "could," "estimate," "expect," "intend," "may," "might," "plan," "potential," "predict," "should" or "will" or other similar terminology. We have based these forward-looking statements on our current expectations, assumptions, estimates and projections. While we believe 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 our control. These and other important factors may cause our 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 list and description of such risks and uncertainties, please refer to Avaya's filings with the SEC that are available at www.sec.gov. Avaya disclaims any intention or obligation to update or revise any forward-looking statements, whether as a result of new information, future events or otherwise.

    Follow Avaya on Twitter, Facebook, YouTube, LinkedIn, Flickr, and the Avaya Connected Blog.



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    ASTQB [8 Certification Exam(s) ]
    Autodesk [2 Certification Exam(s) ]
    Avaya [96 Certification Exam(s) ]
    AXELOS [1 Certification Exam(s) ]
    Axis [1 Certification Exam(s) ]
    Banking [1 Certification Exam(s) ]
    BEA [5 Certification Exam(s) ]
    BICSI [2 Certification Exam(s) ]
    BlackBerry [17 Certification Exam(s) ]
    BlueCoat [2 Certification Exam(s) ]
    Brocade [4 Certification Exam(s) ]
    Business-Objects [11 Certification Exam(s) ]
    Business-Tests [4 Certification Exam(s) ]
    CA-Technologies [21 Certification Exam(s) ]
    Certification-Board [10 Certification Exam(s) ]
    Certiport [3 Certification Exam(s) ]
    CheckPoint [41 Certification Exam(s) ]
    CIDQ [1 Certification Exam(s) ]
    CIPS [4 Certification Exam(s) ]
    Cisco [318 Certification Exam(s) ]
    Citrix [48 Certification Exam(s) ]
    CIW [18 Certification Exam(s) ]
    Cloudera [10 Certification Exam(s) ]
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    College-Board [2 Certification Exam(s) ]
    CompTIA [76 Certification Exam(s) ]
    ComputerAssociates [6 Certification Exam(s) ]
    Consultant [2 Certification Exam(s) ]
    Counselor [4 Certification Exam(s) ]
    CPP-Institue [2 Certification Exam(s) ]
    CPP-Institute [1 Certification Exam(s) ]
    CSP [1 Certification Exam(s) ]
    CWNA [1 Certification Exam(s) ]
    CWNP [13 Certification Exam(s) ]
    Dassault [2 Certification Exam(s) ]
    DELL [9 Certification Exam(s) ]
    DMI [1 Certification Exam(s) ]
    DRI [1 Certification Exam(s) ]
    ECCouncil [21 Certification Exam(s) ]
    ECDL [1 Certification Exam(s) ]
    EMC [129 Certification Exam(s) ]
    Enterasys [13 Certification Exam(s) ]
    Ericsson [5 Certification Exam(s) ]
    ESPA [1 Certification Exam(s) ]
    Esri [2 Certification Exam(s) ]
    ExamExpress [15 Certification Exam(s) ]
    Exin [40 Certification Exam(s) ]
    ExtremeNetworks [3 Certification Exam(s) ]
    F5-Networks [20 Certification Exam(s) ]
    FCTC [2 Certification Exam(s) ]
    Filemaker [9 Certification Exam(s) ]
    Financial [36 Certification Exam(s) ]
    Food [4 Certification Exam(s) ]
    Fortinet [13 Certification Exam(s) ]
    Foundry [6 Certification Exam(s) ]
    FSMTB [1 Certification Exam(s) ]
    Fujitsu [2 Certification Exam(s) ]
    GAQM [9 Certification Exam(s) ]
    Genesys [4 Certification Exam(s) ]
    GIAC [15 Certification Exam(s) ]
    Google [4 Certification Exam(s) ]
    GuidanceSoftware [2 Certification Exam(s) ]
    H3C [1 Certification Exam(s) ]
    HDI [9 Certification Exam(s) ]
    Healthcare [3 Certification Exam(s) ]
    HIPAA [2 Certification Exam(s) ]
    Hitachi [30 Certification Exam(s) ]
    Hortonworks [4 Certification Exam(s) ]
    Hospitality [2 Certification Exam(s) ]
    HP [750 Certification Exam(s) ]
    HR [4 Certification Exam(s) ]
    HRCI [1 Certification Exam(s) ]
    Huawei [21 Certification Exam(s) ]
    Hyperion [10 Certification Exam(s) ]
    IAAP [1 Certification Exam(s) ]
    IAHCSMM [1 Certification Exam(s) ]
    IBM [1532 Certification Exam(s) ]
    IBQH [1 Certification Exam(s) ]
    ICAI [1 Certification Exam(s) ]
    ICDL [6 Certification Exam(s) ]
    IEEE [1 Certification Exam(s) ]
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    Isilon [4 Certification Exam(s) ]
    ISM [6 Certification Exam(s) ]
    iSQI [7 Certification Exam(s) ]
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    LEED [1 Certification Exam(s) ]
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    LSI [3 Certification Exam(s) ]
    Magento [3 Certification Exam(s) ]
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    McAfee [8 Certification Exam(s) ]
    McData [3 Certification Exam(s) ]
    Medical [69 Certification Exam(s) ]
    Microsoft [374 Certification Exam(s) ]
    Mile2 [3 Certification Exam(s) ]
    Military [1 Certification Exam(s) ]
    Misc [1 Certification Exam(s) ]
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    mySQL [4 Certification Exam(s) ]
    NBSTSA [1 Certification Exam(s) ]
    NCEES [2 Certification Exam(s) ]
    NCIDQ [1 Certification Exam(s) ]
    NCLEX [2 Certification Exam(s) ]
    Network-General [12 Certification Exam(s) ]
    NetworkAppliance [39 Certification Exam(s) ]
    NI [1 Certification Exam(s) ]
    NIELIT [1 Certification Exam(s) ]
    Nokia [6 Certification Exam(s) ]
    Nortel [130 Certification Exam(s) ]
    Novell [37 Certification Exam(s) ]
    OMG [10 Certification Exam(s) ]
    Oracle [279 Certification Exam(s) ]
    P&C [2 Certification Exam(s) ]
    Palo-Alto [4 Certification Exam(s) ]
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    Pegasystems [12 Certification Exam(s) ]
    PEOPLECERT [4 Certification Exam(s) ]
    PMI [15 Certification Exam(s) ]
    Polycom [2 Certification Exam(s) ]
    PostgreSQL-CE [1 Certification Exam(s) ]
    Prince2 [6 Certification Exam(s) ]
    PRMIA [1 Certification Exam(s) ]
    PsychCorp [1 Certification Exam(s) ]
    PTCB [2 Certification Exam(s) ]
    QAI [1 Certification Exam(s) ]
    QlikView [1 Certification Exam(s) ]
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    RACC [1 Certification Exam(s) ]
    Real-Estate [1 Certification Exam(s) ]
    RedHat [8 Certification Exam(s) ]
    RES [5 Certification Exam(s) ]
    Riverbed [8 Certification Exam(s) ]
    RSA [15 Certification Exam(s) ]
    Sair [8 Certification Exam(s) ]
    Salesforce [5 Certification Exam(s) ]
    SANS [1 Certification Exam(s) ]
    SAP [98 Certification Exam(s) ]
    SASInstitute [15 Certification Exam(s) ]
    SAT [1 Certification Exam(s) ]
    SCO [10 Certification Exam(s) ]
    SCP [6 Certification Exam(s) ]
    SDI [3 Certification Exam(s) ]
    See-Beyond [1 Certification Exam(s) ]
    Siemens [1 Certification Exam(s) ]
    Snia [7 Certification Exam(s) ]
    SOA [15 Certification Exam(s) ]
    Social-Work-Board [4 Certification Exam(s) ]
    SpringSource [1 Certification Exam(s) ]
    SUN [63 Certification Exam(s) ]
    SUSE [1 Certification Exam(s) ]
    Sybase [17 Certification Exam(s) ]
    Symantec [134 Certification Exam(s) ]
    Teacher-Certification [4 Certification Exam(s) ]
    The-Open-Group [8 Certification Exam(s) ]
    TIA [3 Certification Exam(s) ]
    Tibco [18 Certification Exam(s) ]
    Trainers [3 Certification Exam(s) ]
    Trend [1 Certification Exam(s) ]
    TruSecure [1 Certification Exam(s) ]
    USMLE [1 Certification Exam(s) ]
    VCE [6 Certification Exam(s) ]
    Veeam [2 Certification Exam(s) ]
    Veritas [33 Certification Exam(s) ]
    Vmware [58 Certification Exam(s) ]
    Wonderlic [2 Certification Exam(s) ]
    Worldatwork [2 Certification Exam(s) ]
    XML-Master [3 Certification Exam(s) ]
    Zend [6 Certification Exam(s) ]





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