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920-163 - Contact Center Manager RIs.6.0 Technical Support - BrainDump Information

Vendor Name : Nortel
Exam Code : 920-163
Exam Name : Contact Center Manager RIs.6.0 Technical Support
Questions and Answers : 63 Q & A
Updated On : November 16, 2018
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920-163 exam Dumps Source : Contact Center Manager RIs.6.0 Technical Support

Test Code : 920-163
Test Name : Contact Center Manager RIs.6.0 Technical Support
Vendor Name : Nortel
Q&A : 63 Real Questions

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Nortel Nortel Contact Center Manager

Nortel Transforms client Care With New Contact core solutions for organizations | killexams.com Real Questions and Pass4sure dumps

Nortel

TSX : NTOTC Bulletin Board : NRTLQ

Nortel

March 25, 2009 06:00 ET

business methods blend with Communications to raise profits, decrease charges and boost customer pride

OTTAWA, ONTARIO--(Marketwire - March 25, 2009) - Nortel(1) (TSX:NT)(OTCBB:NRTLQ) is unleashing a number of latest contact center products and functions arming ultra-modern corporations with essentially the most superior capabilities purchasable. Heading up the brand new providing is Contact center 7.0 followed with the aid of enhancements to Nortel's interactive voice response solution, the Interactive Communications Portal (ICP) and brought performance to the enterprise's Agile communication ambiance (ACE) platform.

totally resilient and redundant, Contact center 7.0 is a local SIP-primarily based answer with tightly integrated unified communications (UC) capabilities and a whole lot of new points, including integration with Microsoft office Communications Server (OCS) 2007. As a Microsoft Gold licensed partner, Nortel is diagnosed for demonstrating the highest stage of competency and skills in designing, integrating, and helping Microsoft technologies.

"Nortel is doing creative issues in the customer contact market and their strategy for making it elementary to blend applications with enterprise approaches is correct on the mark," noted Steve Lemak, vp of IT, excelleRx, a Nortel contact center consumer and provider of medication administration for the hospice market. "They keep in mind what needs to be done to assist corporations like ours reduce expenses and speed our ability to improved serve our customers."

"These bulletins underscore Nortel's center of attention on supplying advanced consumer care solutions that now not most effective simplify enterprise manner and utility integration but also spotlight Nortel's persisted commitment to convey leading edge capabilities to our consumers," noted Ravi Chauhan, established supervisor, Communications Enabled business solutions, Nortel.

Key points of Contact middle 7.0 encompass:

- Open Interfaces - apart from the openness delivered by SIP, Contact middle 7.0 provides open utility Programming Interfaces the usage of a capabilities Oriented structure (SOA), which permits integration of the contact core into a company's company functions and methods. With net service interfaces for queuing, computer Telephony Integration (CTI), and database integration, a enterprise can automate workflow between entrance and returned office purposes to get rid of tedious manual approaches.

- UC in the Contact core - With Contact middle 7.0 and Microsoft OCS integration, it is easy for customers to interact with a company using quite a few modes of verbal exchange. This unique integration gives a single, unified agent desktop interface for inbound/outbound voice, e mail, web chat, and fast messaging. for instance, Contact core 7.0 can intelligently route client contacts to obtainable brokers using SIP-based mostly presence. agents can also use presence to promptly assess which of their experts is accessible to support with a client request, enabling first contact resolution.

- Predictive Outbound Dialing - typically offered as a separate utility, Nortel has totally integrated this know-how within Contact center 7.0 to increase the effectivity of brokers via allowing the system to intelligently predict when an agent will turn into available and area an outbound name to coincide with their availability. And, because it is built-in with Contact middle 7.0, reporting and management are seamless.

- provider advent environment (SCE) - Contact middle 7.0 also elements a graphical 'drag and drop' device that takes the figure out of contact middle and self-carrier workflow creation. With SCE, the workflow orchestration between diverse purposes is simplified the usage of open, net services interfaces, which reduces the can charge and speed of deployment. Nortel estimates use of this device to be 5 times faster than usual workflow creation methods.

- functions - Contact middle 7.0 solution is complemented through an improved set of new capabilities spanning all points of contact middle operations. These consist of: Consulting and Design; building and Customization; Implementation and Integration; manipulate and protection; and Optimization functions.

For greater details, talk over with http://www.nortel.com/solutions/ccvp/collateral/nn124079.pdf

apart from the Contact middle 7.0 answer, Nortel is additionally making advancements to its ICP providing with characteristic Pack 1. Enhancements include outbound detection for discerning between an individual and an answering desktop; co-residence of the Nuance speech server, putting off the want for a separate server; and extension of SIP CTI interworking to aid Avaya AES.

"To call a brand new product subsequent-gen has turn into cliche, however Nortel has in fact put its Interactive Communications Portal in a category with the aid of itself in terms of innovative design, openness, interoperability specifications aid and ease-of-use," mentioned Joe Outlaw, main contact core analyst, Frost & Sullivan. "long-time market chief Nortel demonstrates with ICP, it's committed to bringing leading options to the market."

Nortel also continues to pursue an open software environment adding the following functionality as part of ACE liberate 1.2:

- elevated support of Microsoft OCS 2007 for improved presence capabilities (e.g. telephony presence) across heterogeneous PBX environments;

- Integration with IBM Lotus Sametime customer 8.0.1 for click to convention and more advantageous presence capabilities;

- And, features for application customization, prototyping, and custom utility building.

"more and more businesses are discovering that having the ability to automate features and methods, while having diverse channels of communique accessible, can improve efficiencies, lower operating fees, and build consumer loyalty," talked about Joel Hackney, president, enterprise solutions, Nortel. "UC-enablement is obviously the route forward and we have offered a simple roadway for our purchasers to reach this intention."

With Nortel contact centers coping with greater than 200 million calls a day, the enterprise presents the broadest application portfolio, together with contact middle, self-carrier, superior speech, and staff optimization options. It additionally adheres to an open, supplier-agnostic strategy that permits for essential integration of the UC journey across applications and devices complemented via a wealthy functions observe that can customize solutions in keeping with a client's exciting business needs.

About Nortel

Nortel is a identified leader in offering communications capabilities that make the promise of company Made basic a reality for our customers. Our subsequent-era technologies, for both service issuer and commercial enterprise networks, help multimedia and enterprise-essential purposes. Nortel's technologies are designed to support get rid of modern day obstacles to efficiency, pace and performance via simplifying networks and connecting americans to the suggestions they need, after they want it. Nortel does business in more than one hundred fifty countries all over. For more information, talk over with Nortel on the web at www.nortel.com. For the newest Nortel news, visit www.nortel.com/news.

definite statements during this press unencumber may also contain phrases reminiscent of "might", "expects", "may", "anticipates", "believes", "intends", "estimates", "objectives", "envisions", "seeks" and other identical language and are regarded forward-looking statements or tips beneath relevant securities law. These statements are according to Nortel's present expectations, estimates, forecasts and projections in regards to the working ambiance, economies and markets by which Nortel operates. These statements are area to vital assumptions, risks and uncertainties, which might be complex to foretell and the actual result can be materially distinctive from those contemplated in forward-looking statements. For additional information with respect to certain of those and different elements, see Nortel's Annual record on Form10-ok, Quarterly studies on form 10-Q and different securities filings with the SEC. unless otherwise required through relevant securities laws, Nortel disclaims any intention or obligation to update or revise any ahead-searching statements, no matter if because of new suggestions, future activities or otherwise.

(1)Nortel, the Nortel emblem and the Globemark are logos of Nortel Networks.

Use of the phrases "companion" and "partnership" does not indicate a criminal partnership between Nortel and some other birthday celebration.


NetVision Deploys Nortel in New Contact facilities | killexams.com Real Questions and Pass4sure dumps

with the aid of DAVID R. BUTCHER, Assistant Editor, client interplay options

announced today, Israel-based mostly internet solutions issuer NetVision Ltd. has deployed Nortel solutions for its new contact facilities to deliver quick and accurate service to its enterprise purchasers and buyers nationwide.

NetVision has deployed the brand new contact middle solutions with the purpose of enabling the company to rapidly respond to customer inquiries. It aims to do so through all of a sudden routing the inquiries to the most applicable of the business’s 300 service brokers by way of account-counsel pop-up monitors to customise counsel. In doing so, and with Nortel’s help, consumers’ wait times and unnecessary referrals amongst agents can also be minimized, extra enhancing customer service and agent productivity improvement; simultaneously, network bottlenecks can also be eliminated and operational fees decreased.

The Nortel Contact core solution integrates with both the Nortel Contact middle supervisor and the Nortel communique Server 1000M platform. the combination allows client carrier brokers to build on NetVision’s providing of tailored services designed to meet each and every client’s certain requirements. In cooperation with Nortel developer and integrator Aspire A.S., the more advantageous call core’s implementation become completed through Nortel channel partner GlobCall.

Nortel has also upgraded NetVision’s existing telephony system based on the Nortel communique Server one thousand answer. the brand new, Nortel-supplied system allows for NetVision to outline the parameters vital to enact “easy operation of the call center,” including true-time prioritization and phone routing in keeping with agent talent, subscriber identification and team of workers dynamics. The gadget is extra designed to give fast account histories by the use of pop-up monitors. As smartly, this solution can present perception related to provider quality and performance stages.  

The contact core answer also comprises Nortel CallPilot, a unified-messaging software that combines voice mail, e mail and fax messages into a single mailbox. The mailbox is accessible via cellphone or any browser-enabled computer. Nortel Telephony supervisor is also covered in the contact core solution; the advanced administration application offers an integrated suite of management equipment for configuration, manage and evaluation. 

“NetVision’s new device from Nortel allows us to serve our significant consumer base a great deal extra correctly through a seamless operation of our [contact center] sites,” spoke of NetVision VP of technology Yuval Tzeiri in an organization commentary.  

Serving both carrier suppliers and business purchasers, Nortel does company in more than 150 international locations.

-----

David R. Butcher is Assistant Editor of consumer interplay options. to peer extra articles by means of David Butcher, please consult with:

[ Back To TMCnet.com's Homepage ]


Nortel options improvement Healthcare industry; communication network Deployments enhance affected person Care, enterprise Continuity, reduce fees | killexams.com Real Questions and Pass4sure dumps

TORONTO--(company WIRE)--Nov. 22, 2004--Nortel (NYSE:NT)(TSX:NT) introduced these days a collection of community deployments at healthcare facilities in North america, helping hospitals supply advanced patient care and improve provider and security while improving conversation capabilities and decreasing prices.

Novant fitness, Capital health, Geisinger health device and The credit score Valley health facility have deployed comfortable and reputable enterprise options from Nortel, together with wireless native enviornment networks (LANs) and optical and cyber web Protocol (IP) applied sciences to allow mobility and convey tips to the element of care immediately and reliably. additionally, Nortel additionally introduced joint healthcare consumers with BT within the uk, together with The Royal Wolverhampton Hospitals NHS have confidence and guy's and St Thomas' NHS foundation believe.

Healthcare-focused options from Nortel permit for varied networks to be consolidated into a single communications infrastructure, resulting in more desirable infrastructure efficiency, tremendous mark downs and decreased operating charges. The solutions also make it viable for healthcare contact facilities to route calls at once to the most appropriate agent, inspite of region, to ensure instantaneous, beneficial provider.

"We chosen Nortel to provide the utmost in business resiliency," said Toni Kourey, senior vp and chief suggestions officer, Novant fitness. "Its finished converged answer provides connectivity across the complete Novant health geographical infrastructure -- enhanced yet, there is not any single factor of failure from a voice or statistics standpoint. This infrastructure is assisting to deliver improved patient care and an improved place to work for physicians and nurses."

The contemporary deployment of Novant fitness's converged voice and data community leverages Nortel optical and IP Telephony infrastructure to ensure network availability and reliability for all of Novant health's geographically-dispersed facilities. The converged answer enables instant access to applications similar to affected person scientific statistics and exceeds current healthcare requirements for company continuity and disaster healing planning whereas preserving and securing essential affected person assistance. the new converged solution permits for backup, storage and retrieval of critical information for pretty much three.four million sufferers.

"We work with healthcare suppliers to now not handiest enrich provider to their customers but additionally be sure they exceed their ongoing communications wants in an trade where service is of mission-essential significance," pointed out Dan young, vice president, world industry options marketing, Nortel. "There is not any other industry the place well timed communications are extra primary. We work carefully with our valued clientele to check how most desirable to meet their requirements, whether ensuring docs can collaborate despite place or simply enabling health facility staff to reach the correct medical professional on the right time rapidly. The deployments announced today represent our dedication to featuring trade-leading solutions with the reliability, security and productiveness advantages that our valued clientele demand while bettering the human journey through communications."

Capital fitness currently chose the Nortel Unified Messaging platform through Nortel Elite talents accomplice TELUS Communications, Inc. to supply unified messaging services to greater than 6,000 clients in dissimilar facilities. Unified messaging options will raise the skill of americans to contact Capital health personnel any time of the day through the web or via cellphone. Converging messaging capabilities also allows Capital fitness personnel to reply to desktop or voice messages in the caller-favourite manner.

Donna Strating, chief advice officer of Capital health, observed that the enterprise-vast solution will in the reduction of operating expenses, simplify administration and enhance group of workers productiveness.

Capital fitness offers public health, community fitness, outpatient and inpatient acute care, rehabilitative care and prolonged care features to greater than one million residents in the stronger Edmonton, Alberta location, together with Capital fitness hyperlink, a invariably-purchasable health assistance line operated via registered nurses. Capital fitness link effortlessly addresses sufferers' questions and reduces useless walk-ins to emergency rooms.

moreover, Geisinger fitness system, a 691-bed doctor-led device serving residents throughout 38 counties in relevant and Northeastern Pennsylvania, has deployed items and options from Nortel's award-profitable Self-service solutions portfolio, in addition to products from the Nortel IP Telephony portfolio. These options have resulted in the company's call middle decreasing its call abandonment rate through 37 percent while expanding its cellphone customer provider stages 19 p.c. moreover, Nortel's speech recognition solution makes it possible for callers to join without delay with the gadget's 600 docs and greater than seventy eight departments and 42 group follow websites through voice prompts.

"We looked at a number of voice system vendors, however we chose Nortel as a result of their capability to interface with our present programs and their dazzling provider," stated Carol Swank, Geisinger's access core Director.

To ensure caregivers are capable of collaborate seamlessly despite location, credit Valley health facility additionally deployed the Nortel VoWLAN solution. "This allows all our caregivers to coordinate with consultants, primary care givers and other specialists instantly, presenting voice communications in addition to access to other functions in a comfortable atmosphere that protects affected person suggestions and allows greater entry at the point-of-care," observed Leigh Popov, manager, advice techniques, technical features and telecommunications, The credit score Valley hospital.

Nortel presents a number commercial enterprise, optical and instant options designed principally to fulfill the requirements of healthcare valued clientele. These solutions consist of cellular healthcare purposes, security, high-efficiency networking, company continuity and disaster healing, IP telephony, multimedia collaboration, contact centers and self-service functions.

About Nortel

Nortel is a identified leader in supplying communications capabilities that enhance the human adventure, ignite and vigour international commerce, and comfortable and protect the realm's most crucial tips. Serving each provider company and business consumers, Nortel grants creative expertise options encompassing end-to-conclusion broadband, Voice over IP, multimedia capabilities and applications, and instant broadband designed to aid individuals clear up the realm's choicest challenges. Nortel does company in more than 150 countries. For more suggestions, consult with Nortel on the net at www.nortel.com. For the newest Nortel news, talk over with www.nortel.com/news.

certain tips blanketed during this press unlock is forward-looking and is discipline to crucial hazards and uncertainties. The outcomes or events expected in these statements might also differ materially from genuine consequences or movements.

elements which may trigger consequences or pursuits to differ from current expectations include, amongst different issues: the result of Nortel's independent overview and planned restatement or revisions of its up to now introduced or filed financial effects; the resolution of the accounting considerations announced on November eleven, 2004, including the outcome of discussions with the U.S. Securities and exchange fee (SEC); the have an impact on of the administration changes announced on April 28, 2004 and August 19, 2004; the impact of the inability to fulfill Nortel's submitting tasks on guide facilities and public debt duties; any expertise delisting or suspension of the company's or NNL's securities; the hostile decision of litigation, investigations, intellectual property disputes and identical concerns; the sufficiency of Nortel's restructuring actions, including the work plan introduced on August 19, 2004 as up-to-date on September 30, 2004, including the skills for larger precise costs to be incurred in reference to restructuring movements in comparison to the estimated prices of such moves; cautious or reduced spending by means of Nortel's valued clientele; fluctuations in Nortel's working results and time-honored business, financial and market conditions and boom charges; the verbal exchange by way of Nortel's auditors of the existence of cloth weaknesses in inner controls; Nortel's means to recruit and preserve qualified employees; fluctuations in Nortel's money movement, stage of stunning debt and latest debt scores; using money collateral to help Nortel's standard path enterprise activities; the dependence on Nortel's subsidiaries for funding; the influence of Nortel's defined improvement plans and deferred tax property on effects of operations and Nortel's money flows; Nortel's dependence on new product construction and its skill to foretell market demand for specific items; Nortel's potential to integrate the operations and technologies of acquired agencies in an outstanding manner; the impact of swift technological and market exchange; the have an effect on of expense and product competition; barriers to international boom and global economic circumstances, particularly in emerging markets and including activity expense and currency alternate rate fluctuations; the have an effect on of rationalization within the telecommunications trade; alterations in law of the web; the impact of the credit dangers of Nortel's shoppers and the have an impact on of customer financing and commitments; inventory market volatility commonly and on account of acceleration of the agreement date or early contract of Nortel's purchase contracts; the impact of Nortel's give and outsourcing contracts that include delivery and setting up provisions, which, if not met, might influence in the price of monstrous penalties or liquidated damages; and the future success of Nortel's strategic alliances.

For additional info with recognize to definite of those and different factors, see essentially the most recent form 10-Q/A and kind 10-okay/A filed with the aid of Nortel with the SEC. until otherwise required through relevant securities laws, Nortel disclaims any intention or obligation to replace or revise any ahead-searching statements, whether on account of new suggestions, future movements or in any other case.

Nortel, the Nortel brand, the Globemark and CallPilot are logos of Nortel Networks.




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920-163 exam Dumps Source : Contact Center Manager RIs.6.0 Technical Support

Test Code : 920-163
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Vendor Name : Nortel
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ICMI Contact Center Demo Exhibitors Announce New Products, Services, Demonstrations and More Ahead of 2018 Event | killexams.com real questions and Pass4sure dumps

November 05, 2018 09:00 ET | Source: International Customer Management Institute (ICMI)

Appian, Five9, NICE inContact, Sharpen, Talkdesk, and others among those making announcements

COLORADO SPRINGS, Colo., Nov. 05, 2018 (GLOBE NEWSWIRE) -- The International Customer Management Institute (ICMI), the authority on contact center excellence, today reveals announcements from industry leading companies exhibiting at ICMI Contact Center Demo 2018. Each company will showcase their latest products and solutions in the Demo Hall Monday - Wednesday of the event, giving attendees a hands-on opportunity to explore the latest innovations impacting the industry.

ICMI Contact Center Demo 2018 will take place November 12-14, 2018 at the Red Rock Resort in Las Vegas, NV. To learn more about the event and to register, please visit: icmi.com/ccdemopricing

“Our Demo Hall plays an important role in providing attendees with a well-rounded conference experience that encompasses all of the information, strategies and innovation currently impacting the customer experience industry,” said Patty Caron, Event Director, ICMI. “Many of this year’s exhibitors are offering our attendees a first-look at their latest contributions to the industry and we are thrilled to provide a productive space for demonstrations and networking.”

ICMI Contact Center Demo 2018 Exhibitor News:

AcuCall (booth 704) will showcase "CenterMaster" Omni-Channel Inbound/Outbound solutions which include: Predictive/Preview/Progressive/TCPA Compliance Dialer, IVR “Pay by Phone,” ACD, IP-PBX, Email, Social Media. Enhanced AcuScript CRM, WFM, and AcuChat will also be on display. This HIPAA and PCI Compliant platform is ideal for Healthcare, Insurance, Financial and BPO centers with localization for English/Spanish.

Appian (booth 605) will showcase its Intelligent Contact Center platform, which enables organizations to build powerful customer engagement solutions that improve KPI performance while delivering better CX. Appian’s platform has allowed contact center customers to achieve improvements such as a 64% increase in CSAT and 40% cost savings.

Content Guru (booth 505) will showcase its multi-award-winning storm® platform. storm delivers a multitude of customer engagement capabilities, omni-channel (SMS, web chat, voice, email, WebRTC) intelligent queuing and routing, and can integrate with virtually any third-party system.

Five9 (booth 604) will showcase the Virtual Contact Center, the cloud contact center platform for the digital enterprise. Come by and see for yourself!

Fonolo (booth 617) announces a new platform for its best-in-class call-back solutions. The new release includes an optimized portal, robust call-back API, and enterprise-grade features including audit tracking, password policy support, and many other advanced security options. Fonolo’s solutions lower abandon rates, smooth call volume spikes, and improve customer experience.

GlowTouch Technologies (booth 312) will demonstrate how using the Double Bottom Line Growth for Good process enables them to provide clients with in-depth customer care rightsourcing services – resulting in 177% ROI for some clients – while feeding 50,000 children a day via community support programs.

i-Comm Connect (booth 713) presents TACTAL, its patented solution converging voice, messaging, and data transfer into one application. TACTAL supports next-generation data visualization and mining capabilities by providing instant, web-based customer communication, and secure, real-time data transfer, that integrates into existing Contact Center solutions while improving customer service and business intelligence.

i2x (booth 412) announces it is expanding its automatic speech analytic service to the US, which will help businesses leverage data in a scalable way. i2x’s automatic speech analytic service brings transparency to your contact center by transcribing, analyzing, and improving every customer interaction on the phone with artificial intelligence.

Language Services Associates (LSA) (booth 707) will premiere its new series of informational animated short videos, which showcase tips on how to better work with interpreters to improve communication with individuals of limited English proficiency. LSA will also demonstrate IRIS, their new video remote interpreting application.

Lessonly (booth 717) announces new Practice features, which offer customer service reps scenarios to rehearse their skills and Do Better Work. Practice also enables managers and trainers to evaluate practice scenarios with custom criteria, so teams focus on the right skills and get specific feedback.

Lightico (booth 720) will showcase its real-time digital collaboration platform, which enables contact center agents to accelerate sales and service requests. With this platform, agents can digitally sign documents, complete forms, collect customer documents/ID, share images and videos and process payments securely while on a call to streamline company workflows and improve customer journeys.

NICE inContact (booth 611) will showcase NICE inContact CXone, the world’s #1 cloud customer experience platform. CXone helps organizations be first in their industry by powering exceptional experiences for customers and employees. CXone unifies best-in-class Omnichannel Routing, Analytics, Workforce Optimization, Automation and Artificial Intelligence—all built on an Open Cloud Foundation.

Noble Systems (booth 302) announces its new Noble Gamification solutions for call centers. Gamification helps align your agent performance with your operational goals, increasing employee engagement, building productivity and reducing attrition across the general spectrum of agents within the modern-day call center.

OnBrand24 (booth 420) will showcase its domestic outsourced solutions for SMB and Fortune 100 companies, which include tech-enablement to best drive cost effectiveness through digital interactions and work flow improvement. These solutions have successfully implemented enterprise grade AI, Chat, SMS, Apple Business Chat, business intelligence, big data and social media interactions.

PayActiv (booth 721) announces the availability of Walmart’s Direct2Cash service for PayActiv users. Direct2Cash will give PayActiv users across hundreds of businesses, cash access for their earned wages from their local Walmart store, and a financially sound way to pay for critical needs.

Pipkins (booth 522) will showcase eSMART™ Desktop. With eSMART Desktop, Pipkins has streamlined schedule management and adherence monitoring, consolidating your staff’s schedules, actuals and deviation information on one screen. In addition, eSMART’s Intelligent Editing and Automated Editing capabilities significantly reduce supervisory and/or administrative time previously devoted to schedule edits and adjustments.

ProScheduler (booth 616) will introduce its newest RTA tool, Playbook. Using game-design integrated solutions, Playbook streamlines day-to-day transactions and processes by providing users with data and resources to perform their jobs with greater efficiency, engagement, and personal responsibility.

RapportBoost.AI (booth 318) will showcase RapportCoach™ at ICMI Contact Center Demo 2018. RapportCoach™ delivers continuing analyses of specific conversational attributes, which drive success for brands at the agent and conversation level. Our ongoing analysis helps chat team leaders coach their teams objectively, providing agents with a solid foundation from which to improve performance.

Sennheiser (booth 423) will showcase Sennheiser SDW 5016, a wireless DECT headset for modern office professionals. Sennheiser SDW 5016 allows you to connect to softphone/PC and desk phone for device flexibility. Super wideband sound offers a voice experience beyond conventional business standards, while the latest security protocols keep your conversations confidential.

Shaker (booth 619) will showcase a new suite of Virtual Job Tryouts, designed to support leading-edge hiring processes in call centers. Based on the award-winning Virtual Job Tryout platform, the new mobile suite features a convenient and easy-to-access mobile format, without sacrificing the platform’s immersive, engaging, and highly predictive qualities.

Sharpen (booth 404) will showcase its partnership with Vibrant Credit Union during a live customer use case session. Vibrant’s Chief Experience Officer, Steve Ducey, will discuss how Sharpen’s cloud contact center platform has helped reduce member wait time by 90% and has saved their organization $1M annually.

Shelf (booth 705) announces a new knowledge management solution for the contact center that integrates advanced analytics, AI and maintenance automation, making managing and finding content across the customer journey easier than ever before.

Talkdesk (booth 407) will showcase Talkdesk CX Manager, a new visual routing flow designer that is used to intelligently route calls to meet specific business needs. Its intuitive interface allows contact center administrators to design and implement routing flows quickly and without the need for coding.

UJET (both 706) will showcase its ultra-modern cloud contact center software with leading innovation in smartphone-era customer support on the web, phone, and mobile apps. The UJET platform delights end-users with simple smartphone functionality and elevates agent performance through context-aware solutions for voice, chat, and text.

unymira (317) present its ACTIVE knowledge base, Knowledge Center, which is unique in the market. The solution helps customer service agents to find answers easily and quickly. The innovative technology enables contact centers to maximize productivity and to improve customer experience, through all support channels.

WebRecon (booth 321) will showcase its industry-leading TCPA scrub. The TCPA scrub identifies serial consumer litigants before dialing them to significantly reduce the risk of expensive TCPA litigation. This service is provided to call centers via API, batch or through a web-based search portal.

Register for ICMI Contact Center Demo 2018To register for ICMI Contact Center Demo 2018, please visit: icmi.com/ccdemopricing

Follow ICMI on social: (#CCDemo):Twitter | Facebook | LinkedIn

About ICMI   The International Customer Management Institute (ICMI) is the leading global provider of comprehensive resources for customer management professionals -- from frontline agents to executives -- who wish to improve customer experiences and increase efficiencies at every level of the contact center. Since 1985, ICMI has helped more than 50,000 organizations in 167 countries through training, events, consulting, and informational resources. ICMI's experienced and dedicated team of industry insiders, trainers, and consultants are committed to helping you raise the strategic value of your contact center, optimize your operations and improve your customer service. ICMI is organized by UBM, which in June 2018 combined with Informa PLC to become a leading B2B information services group and the largest B2B Events organizer in the world.

To learn more and for the latest news and information, visit www.ubm.com and www.informa.com.

Heather DonnerICMI PRICMIPR@UBM.com415-947-6109


Crying in a Contact Center Cubicle: A Look at Emotions in the Workplace | killexams.com real questions and Pass4sure dumps

I’m not crying, you’re crying (at work). Photo cred: Ban.do

Samantha (not her real name) sat across from me in our small contact center. Not a week went by that she didn’t shed tears after hanging up the phone with a customer. She didn’t seem to mind that everyone saw her with tears streaming down her face. I remember her scampering, post call, out of the office to catch her breath. I would send an IM to a coworker saying something like “Again? Really?” when underneath it all, I deeply admired her ability to cry at work. There was no way I’d let myself do that, no matter what.

In the workplace, we’re told to grow a thick skin. To metaphorically be coated in “Scotch Guard” and let the angry words spewing out of customer’s or coworker’s mouths roll right off like nothing ever happened in the first place.

Maybe it was a mistake. Or perhaps something emotionally heavy was going on outside of work. It could have been hormones or a hangry, snackless afternoon. Maybe the angry words of a customer, frustrated about their own situation, would trigger a response. Tears would well up in my eyes. I felt faulty, as if I were not strong enough to handle this, so I’d excuse myself to bawl my eyes out in a bathroom stall. Or, I might pretend I’m going to lunch, take myself to a secluded place down the street, and just cry. There were also times I’d stuff it all down during the day and spend a teary commute home on the subway trying to hide my mascara smudged eyes behind a book, avoiding the confused looks from others on the train.

The crying didn’t happen at the office, let alone in front of others. No way!

In 2015, I had an anxiety attack at the office in front of a few employees I managed on my customer support team. They didn’t think I was weak or lame or tell me to “save my tears for the car ride home”. Instead, they brought in extra boxes of tissues, showered me with hugs, bought me flowers during their lunch break and pushed me to leave the office early.

It was then that I realized feeling feelings at work is totally acceptable. And that others will participate in a culture where it is OK to feel feelings at work.

We spend what, about 1/3 of our lives at work? Are we supposed to be completely devoid of emotion during that time?

In many current workplaces, yes, we are.

Openness and transparency about how we feel at work might be seen as unnecessary oversharing, distracting and decreasing productivity. It is important to note the difference between acknowledging and sharing our feelings versus habitual venting.

We don’t have control over when other people make us angry or sad. But we do have control over how we respond.

On the episode I Cry At Work from the podcast, Jen Gotch is OK, Gotch brings to light the fact that we’re human and well, we may cry. Even at work. She says,

We have to make compassion and empathy in the workplace a norm. 

Whether you’ve cried at work before and still feel embarrassed about it or are on the verge of tears right now as you’re reading this…

…here’s 2 ways you can show up to work as your authentic, emotional self and encourage others to do the same:

You’re the leader…

You have a big role in impacting culture. You’re someone who is open to sharing your emotions and can set the stage for others to follow. You’re not sure how to even start this, though. Ask for help. Invite someone to come to your workplace to help open the doors, like a speaker, workshop facilitator or even a yoga or guided meditation expert.

Things to consider:

  • How can I make this environment safe for sharing our emotions?
  • How can I guide myself and my team to take ownership of feelings and know we have a choice in how to respond?
  • You’re on the team…

    You have a big role in impacting culture for your team, whether you think so or not. Others may hop on board the emotion sharing train with you simply because you’re already doing it. If you have a culture where you can safely express your emotions, Jen Gotch warns in the article, This Executive Wants You To Know It’s OK To Cry At Work, “Be careful not to take advantage of flexible, caring bosses that give you time and space to heal.”

    Things to consider:

  • How can you show up to work as your authentic self?
  • If there currently isn’t a safe space for sharing emotions in your workplace, what feedback can you deliver to a leader in your team to help create this?
  • Have you cried at work before?


    Online Medical Records Company WebPT Enhances Customer Experience and Agent Engagement With NewVoiceMedia | killexams.com real questions and Pass4sure dumps

    No result found, try new keyword!NewVoiceMedia, a leading global provider of cloud contact center and ... onboarding and support teams. WebPT was experiencing challenges with its legacy telephony system, including a call routing stru...


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