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132-S-708-1 exam Dumps Source : Specialist- Avaya Voice Self-Service Design Elective
Test Code : 132-S-708-1
Test Name : Specialist- Avaya Voice Self-Service Design Elective
Vendor Name : Avaya
Q&A : 80 Real Questions
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Avaya (information - Alert) Holdings Corp. (NYSE: AVYA), a global leader in solutions to enhance and simplify communications and collaboration, today announced the supply of recent self-provider automation capabilities with standard, effortless to navigate conversational interfaces integrated in its Avaya IX Contact core solutions. This start forward in client experience is as a result of Avaya's ongoing integration of AI capabilities with Nuance Communications (NASDAQ: NUAN), a leading issuer of Conversational AI technology and an Avaya A.I.connect partner.
delivering on the promise of self-provider automation has been traditionally frustrating, with colossal limits on the types of interactions that shoppers might habits. however by means of 2023, customers will choose to use speech interfaces to provoke 70% of self-provider customer interactions, rising from forty% these days.1 Avaya is leveraging the growing to be power of AI to allow organizations world wide to convey better self-carrier experiences to fulfill this growing to be demand for effective conversational capabilities.
"artificial Intelligence-pushed interactions significantly enhance the accuracy, effectivity and effectiveness of self-service automation, riding elevated person acceptance and adoption," mentioned Eric Rossman (information - Alert), Avaya vice president, Partnerships, builders & Alliances. "Avaya's A.I.join ecosystem of companions continues to supply interesting solutions helping to make client interactions greater meaningful and insightful. Our superior integration with Nuance makes it possible for us to boost our ability to installation new innovation for companies of every kind trying to enrich engagement and pride of their consumers."
businesses now have an further automation solution that may customise interactions with their customers, making them seamless, easy and private whereas minimizing the friction brought about by outdated generations of know-how. This newest integration with Nuance gives valued clientele with additional speech enhancements, together with Nuance Speech Suite 11 with Dragon Voice for conversational speech, leveraging the newest in AI-pushed desktop getting to know speech awareness capabilities.
"In an international of digital assistants and smart buildings, purchasers predict to handle their experiences with technology easily through speakme," spoke of Tony Lorentzen, SVP clever Engagement solutions, Nuance enterprise Division. "through combining AI-powered, enterprise-grade speech technologies we're enabling automated, intelligent, contextual conversations that feel well-nigh human. We're excited to continue integrating our latest applied sciences through our A.I.join partnership with Avaya, so collectively we are able to support to increase customer and person experiences."
"We give sophisticated cyber web, telephone and tv features to small corporations throughout forty one states, so sophisticated consumer carrier is a true priority for us," referred to Ganesh Palaniappan, vice president call middle know-how, charter Communications (news - Alert). "Nuance and Avaya options enable s to have inbound and outbound speech, cell, or SMS self-carrier applications in one single platform. we now have bought and are excited about these new, available integrations with Avaya and Nuance to extra help us raise earnings and supply more desirable client experiences."
About Nuance Communications, Inc.
Nuance Communications, Inc. (NASDAQ: NUAN) is the pioneer and chief in conversational AI improvements that convey intelligence to everyday work and life. The business supplies solutions that may bear in mind, analyze and respond to human language to boost productivity and enlarge human intelligence. With many years of area and artificial intelligence abilities, Nuance works with lots of groups - in international industries that encompass healthcare, telecommunications, automobile, financial features, and retail - to create more advantageous relationships and superior experiences for his or her consumers and team of workers. For more counsel, please discuss with www.nuance.com.
businesses are built on the experiences they provide, and each day thousands and thousands of those experiences are developed by using Avaya (NYSE: AVYA). For over one hundred years, we have now enabled businesses everywhere to win - through creating clever communications experiences for purchasers and employees. Avaya builds open, converged and inventive options to raise and simplify communications and collaboration - in the cloud, on-premise or a hybrid of each. To grow your company, we're dedicated to innovation, partnership, and a relentless focus on what's subsequent. we're the technology business you have faith to assist you carry Experiences that rely. talk over with us at www.avaya.com.
Cautionary be aware regarding forward-looking Statements
This doc includes definite "forward-searching statements." All statements apart from statements of old fact are "ahead-looking" statements for applications of the U.S. federal and state securities legal guidelines. These statements may be recognized by way of forward searching terminology similar to "anticipate," "believe," "continue," "may," "estimate," "are expecting," "intend," "can also," "might," "our vision," "plan," "expertise," "preliminary," "predict," "may still," "will," or "would" or the terrible thereof or other variations thereof or similar terminology and consist of, however aren't restrained to, expected money discount rates and statements about boom, trade record and greater operational metrics. The company has based mostly these forward-searching statements on its current expectations, assumptions, estimates and projections. while the enterprise believes these expectations, assumptions, estimates and projections are in your price range, such forward-looking statements are best predictions and contain established and unknown dangers and uncertainties, lots of that are past its control. The factors are discussed within the business's Registration observation on kind 10 filed with the Securities and alternate commission, can cause its actual consequences, performance or achievements to differ materially from any future results, performance or achievements expressed or implied by using these forward-looking statements. For an extra record and description of such hazards and uncertainties, please check with the enterprise's filings with the SEC (news - Alert) that are available at www.sec.gov. The business cautions you that the checklist of important elements blanketed within the enterprise's SEC filings may additionally now not contain the entire material factors which are essential to you. moreover, considering these hazards and uncertainties, the concerns mentioned in the forward-searching statements contained during this document can also not basically happen. The enterprise undertakes no duty to publicly update or revise any forward-looking statement on account of new counsel, future routine or otherwise, apart from as otherwise required by way of legislations.
source (news - Alert): Avaya Newsroom
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FULLERTON, Calif.--(company WIRE)--Altura conversation options, an Avaya Platinum BusinessPartner, with places of work nationwide, is being identified by way of Avaya, a leading international provider of company communications applications, methods and functions, for reaching their functions beginning expert (SDS) certification as Implementation professional.
The SDS certification confirms that Altura has talent within the skills and qualifications essential for professional beginning of the entire latitude of implementation features to Avaya customers. Altura is one of a opt for community of Avaya BusinessPartners to obtain the certification.
Altura helps businesses cut back cost and efficaciously run their operation by way of supplying a wide array of high exceptional voice, voice over IP, records, messaging, wireless and contact core functions and options. operating across the U.S., Altura helps hundreds of clients including Unisys, Honeywell, Dartmouth Hitchcock medical middle, New Jersey Transit, the State of latest Mexico, the State of Connecticut, and others who take pleasure in rate reductions from Altura’s customized features together with network analysis, Contact center Optimization, and existence Cycle provider and help.
"Altura is honored to be identified by way of Avaya for our number 1 rated services," based on Bob Blazek, CEO and President of Altura. "The Avaya SDS designation signifies to our valued clientele that Altura continues to steer the container in training, constructing the essential expertise and credentials to exceed their functions needs."
"Altura continues to give the optimum stage of carrier for his or her purchasers," mentioned Carol Giles Neslund, vice chairman, North the united states Channel revenue, Avaya. "The SDS designation is an affirmation that Altura has exhibited a list of success in serving customers and has taken their carrier start to the next degree through further practising and entry to Avaya world capabilities equipment and methodologies."
The Avaya SDS software has 4 areas of designation: Implementation professional for licensed Avaya channel companions, Implementation skilled for features-handiest channel partners, and support specialist and Integration expert for Platinum, Gold, and Silver-licensed channel partners. taking part channel partners have access to Avaya international services and a large range of other Avaya resources to aid them deliver a high quality carrier experience to consumers.
Altura verbal exchange solutions, with workplaces nationwide, is considered one of Avaya's biggest Platinum licensed company companions and a number one provider of communication enabled options and professional features to companies. For practically two a long time, organizations throughout North the us have relied on Altura with solving their enterprise considerations. Altura’s precise rated and trade leading service, key strategic partnerships presenting a full suite of converged voice and records community solutions, supply the highest company price to our valued clientele.
Avaya is a global chief in enterprise communications systems. The enterprise offers unified communications, contact facilities, and connected functions directly and thru its channel partners to main groups and organizations everywhere. companies of all sizes depend upon Avaya for state-of-the-paintings communications that improve effectivity, collaboration, consumer provider and competitiveness. For extra suggestions, please visit http://www.avaya.com.
supply: Avaya Inc.
August 18, 2008 07:45 ET
Contact middle chief Demonstrates 'Video Self service' advancements That combine Speech Automation With Multimedia content
new york, ny--(Marketwire - August 18, 2008) - SpeechTEK -- At this 12 months's SpeechTEK adventure, Avaya (booth #312) spotlights its newest self service options that combine speech automation, voice and video communications to aid organizations deliver sooner, greater efficient client service. SpeechTEK 2008, happening August 18 - 20 in manhattan metropolis, is a world experience on rising speech technologies.
Speech self service permits consumers to speak their commands to an automatic equipment -- the use of a cellphone, kiosk or pc -- and get routed to the requested information or agent. At SpeechTEK 2008, contact middle market leader(1) Avaya spotlights how speech self service is evolving right into a extra easy, within your budget, and dynamic way to serve customers. This contains demonstrations of Avaya's award-successful self provider platform(2) -- Avaya Voice Portal -- along with the platform's expanding 'video self provider' capabilities.
These video capabilities vigour a distinct customer provider answer -- Avaya Interactive Voice and Video Response -- which combines speech automation with dynamic video content material. It lets callers have interaction with an organization the usage of video-primarily based menus and content material using a 3G mobile gadget, video kiosk or softphone/videophone. as a substitute of just hearing alternate options, purchasers can see branded menus and options embedded in video, and talk instructions to the enterprise's automated system. visible ads or academic video clips can also be viewed whereas consumers watch for an agent.
At SpeechTEK 2008, Avaya is demonstrating how outbound calling can also be integrated with video self service to increase consumer experiences. This lets groups proactively send crucial reminders to shoppers' gadgets, accompanied by visual content. as an instance, a floral shop client can get hold of an audio/visible reminder for a private adventure, similar to a birthday, after which use speech to navigate visually-introduced alternate options. chatting with the automated device, the consumer can see what flower arrangements they in the past ordered, browse for a new association, ask for a are living agent, and finalize credit card assistance using visible menus. This illustration can be considered in action at SpeechTEK.
"As speech automation evolves with more desirable pace and accuracy, companies are seeking new how to power improved flexibility and company cost via speech self service," pointed out Bob Lyons, vice president and regular supervisor of Avaya's Contact middle division. "by using protecting the focus on bettering consumer experiences through numerous modes of communications, speech self provider will continue producing powerful demand from purchasers and company alike, and pressure this market to the next stage."
moreover Voice Portal and the Interactive Voice and Video Response options, Avaya will showcase Avaya Dialog clothier, a speech building tool for Voice Portal, in addition to its DevConnect developer & associate software.
Avaya Speech utility Innovators existing at SpeechTek 2008
Avaya speech expertise specialists may be on the reveal to share superior practices for the usage of speech across an enterprise. periods featuring Avaya consultants encompass:
Video in the name core and community: experts in this session will talk about if there is a spot for video alongside a speech solution. they're going to make the case for video know-how in the name middle and subsequent-generation networks. featuring: Dr. Val Matula, director of Avaya Labs, and Bob Cooper, chief architect of Avaya Voice Portal.
Time: Tuesday, August 19th, 11:45 am - 12:30 pm
DTMF vs. Speech: Balancing business needs vs. Caller wants When Migrating DTMF functions: DTMF functions are always less demanding, sooner, and cheaper to enhance than speech functions. This presentation will discover a few DTMF-to-DTMF software rewrites and how the identical business wants could have been enhanced addressed with speech. that includes: Matt Whipple, fundamental consultant, Avaya Self provider options.
Time: Wednesday, August 20th, eleven:45 am - 12:30 pm
happy collectively: Speech and Touchtone: Can one person interface encompass each speech and touchtone input in an efficient and fulfilling interaction? This session explores this question and presents perception into how speech and touchtone can work collectively. This session teaches the way to leverage both speech and touchtone to satisfy enterprise ambitions. that includes: Matt Whipple, major advisor, Avaya Self carrier options.
Time: Wednesday, August 20th, 1:45 pm - 2:30 pm
testing: integrated utility Design and Tuning: Tuning is a crucial step in the success of speech implementations. This session will assessment an built-in open standards based approach in accordance with Eclipse. utility reporting, efficiency software logs, tuning add-ons and more could be covered. that includes: Judi Halperin, Avaya speech engineer, Contact middle follow, and Dennis Jakobsen, MTS division, Avaya.
Time: Wednesday, August twentieth, 1:45 pm - 2:30 pm
(1) Gartner Market Share, Contact facilities, international 2007. Drew Kraus. June 2008
(2) North American IVR systems Market. 2007. N185-seventy six. Frost & Sullivan.
Avaya gives you intelligent Communications solutions that assist agencies seriously change their groups to achieve marketplace competencies. more than 1 million corporations worldwide, together with greater than ninety percent of the FORTUNE 500®, use Avaya solutions for IP Telephony, Unified Communications, Contact facilities and Communications-Enabled company tactics. Avaya global functions offers comprehensive service and support for groups, small to tremendous. For more suggestions visit the Avaya web website: http://www.avaya.com.
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Achieving a strong ROI on your self-service systems–such as Interactive Voice Response and enterprise voice portals–depends on having customers use them. Whether that happens is due in large part to the effectiveness of self-service design.
To dig in a little further, we decided to speak with our experts and are sharing the results. Effective design is the topic of the first in a three-part podcast series featuring Judith Halperin, principal consultant in speech engineering at Avaya. Be sure to tune in to the podcast to hear the full conversation.
Here are some highlights that I took away from the conversation:
What’s the first step? Know your users! Designing a good self-service experience for your customers starts with knowing who your customers are. Information gathered from Web, phone and other interactions can be leveraged to create profiles and segmentations for your customer base. Automatic Number Identification (ANI), such as Caller ID, can even trigger data sources to personalize the experience.
It’s important to not only study who your customers are, but understand their preferences as well.
Preferences refer to preferred modes of contact and even what type of information customers need most. For example, with customers who usually call in for account balances, you might want to begin each call with balance information. If a customer has previously chosen Spanish as their preference, the interaction might start in that language. Self-service options can also be sequenced dynamically based on previous usage and caller information or entitlements.
Providing the right level of personalization is another important design consideration. Some customers prefer more hand-holding while others may prefer that you just get out of their way. You can leverage the frequency of a customer’s interactions, usage levels and other factors to assign a customer to “expert” or “novice” support application modes.
Why is it important? “ROI!” User-centric design is key to getting caller buy in.
Keep in mind that just basing your analysis on demographics may be dangerous. Recently, I was swapping stories with a contact center design specialist, and he shared a story about how a company he was working with had designed their self-service experience to drive customers of an older demographic to voice-centric service.
It turned out that the company’s older customers actually preferred to interact via mobile devices and to self-serve via mobile applications. This is a good example of why analyzing usage levels across all engagement points and understanding customer preferences is key. As you continue to learn more about the customer needs and preferences, you can continually adjust and drive improvements into which functionalities to automate.
Many people may not like interacting with machines. But they do it. Continually making self-service systems more user-centric and the experiences more user-friendly is key to customers wanting to use them to fulfill their needs without always needing human intervention.
What do you see as keys to good self-service design? Please share your thoughts. And be on the lookout for our next podcast recap, in which we explore how to capture the benefits of self-service while maintaining a personalized, satisfying customer experience.
SINGAPORE--(Marketwire - Dec 13, 2012) - Jebsen & Jessen Communications (JJC), a leading business communication specialist, has implemented the first full IP telephony solution from Avaya in the Singapore hospitality industry at Pan Pacific Singapore, managed by Pan Pacific Hotels Group (PPHG). The cutting edge hospitality solution has delivered significant cost reductions, increased customer satisfaction, enhanced manageability, and improved staff productivity.
When Pan Pacific Singapore underwent an extensive S$80 million transformation from April to August 2012, Pan Pacific Hotels Group took the opportunity to overhaul the IT infrastructure at the iconic hotel as well. State-of-the-art technology deployed in creative ways would give Pan Pacific Singapore an edge over many hotels.
Pan Pacific Hotels Group chose Jebsen & Jessen Communications (JJC) to conceptualise and execute the implementation on the basis of an existing working relationship, JJC's deep expertise with Avaya platforms (as the only Avaya Platinum Partner in the ASEAN region) and its commitment to quality service directed at addressing business goals.
"JJC has been our technology partner since 2004, and is extremely familiar with our company and the way we work," explained Mr. Tsi Lip Siong, Vice President, Information Technology, Pan Pacific Hotels Group. "We were confident that JJC consultants would deliver the most relevant technology infrastructure that would complement all the other aspects of Pan Pacific Singapore's transformation."
'Wow' Factor for Guests and Staff
JJC conceptualised an integrated IP-based hospitality enablement suite in place of the existing analogue Nortel (now Avaya) telephony system within the tight timelines that PPHG required, resulting in immediate savings from running voice communications over the data network instead of a separate PABX system.
Additionally, the new Avaya Aura IP communications platform has brought about better investment protection, increased flexibility and ease of use.
JJC also helped to add advanced voice mail and wakeup call functionality to the Avaya IP phones in the hotel rooms, and integrated the software-based JJC Packaged Applications Suite on the IP phones so that they can display guests' names and share useful information such as weather updates. Using IP phones, guests can make requests through one-touch services, shortening the request cycle and reducing the possibility of human error.
Mobility Adds Flexibility
In addition, JJC's Comdasys Fixed Mobile Convergence (FMC) solution allows employees to be reached through corporate phone extension numbers via their own smart phone or hotel-provided mobile communications device. This solution has eliminated mobile communications costs as well as the need for a fixed line phone and dedicated desk for every back-of-house associate, and increased staff satisfaction for staff who want to make use of personal devices for work, a trend often termed BYOD (bring your own device).
"About 80% of back-end communications is within our four walls," explained Mr. Tsi. "With comprehensive wi-fi coverage and Comdasys, our staff can talk to each other without incurring additional communications costs or mobile subscription costs with a telecommunications provider."
Additional hardware costs have been reduced as call centre staff no longer need dedicated hardware to perform guest check-ins or answer enquiries. Avaya One-X Attendant software allows staff to work on interchangeable touch screen PCs. Avaya technology also provides detailed insights for decision making.
"JJC has a very good understanding of their customers' challenges and how technology can be leveraged to further business goals. They have in-depth knowledge for integrating a wide range of communications technologies, and come up with excellent adaptations for evolving conditions," concluded Mr. Tsi.
About Jebsen & Jessen Communications
We deliver business communication solutions for our multinational customers. Specialising in the execution and implementation of IP (Internet Protocol) infrastructure, we help our customers develop unified communication and contact centre solutions over multiple sites and across their global networks. We also diagnose, design and deploy CRM contact centres, provide network infrastructure and develop wireless and mobility solutions for different market verticals. One of the eight Regional Business Units under the Jebsen & Jessen Group of Companies South East Asia, we have a staff strength of more than 370 and support more than 800 customers globally.
JJC received the Frost & Sullivan Southeast Asia Contact Centre System Integrator of the Year award in both 2011 and 2012 in recognition of its strong reputation as a trusted partner in the contact centre space by leading vendors, across verticals.
About Pan Pacific Hotels Group
Pan Pacific Hotels Group is a listed hotel subsidiary of Singapore-listed UOL Group Limited, one of Asia's most established hotel and property companies with an outstanding portfolio of investment and development properties. Based in Singapore, Pan Pacific Hotels Group owns and/or manages over 30 hotels, resorts and serviced suites with over 10,000 rooms (including those under development) in Asia, Oceania and North America. The Group comprises two acclaimed brands: "Pan Pacific" and PARKROYAL. "Pan Pacific" is a leading brand in Asia and the Pacific Rim with hotels offering premium accommodations and services. PARKROYAL is a collection of comfortable leisure and business hotels and resorts located in the heart of cities and interesting locales across Asia Pacific. For more information, visit www.pphg.com
Notes for Editors:
The Jebsen & Jessen Communications hospitality solution for Pan Pacific Singapore comprises three main areas, namely:
Call Centre/Reservation Office
The software-based Avaya One-X Attendant Console is used to receive guest enquiries and reservations, together with Avaya WFO's Contact Recording for voice-logging and the Avaya Call Management system to monitor call centre performance.
The trend towards BYOD ("Bring Your Own Device") is supported as back-of-house associates can be reached through hotel telephone extensions from their own WiFi-enabled smart phones or from nearly 200 dedicated communications devices provided by the hotel via the Comdasys mobility solution integrated with the Avaya Aura platform.
Third party IP applications were installed on nearly 1,700 of the latest Avaya 9600 and 96x1 series IP phones that are deployed in guest rooms, suites and in the back office to provide users with a wide range of services including:
A call accounting and tracking system was also implemented and links to Pan Pacific Singapore's property management system via Avaya Aura.
© 13FTStudio - Adobe Stock - 159764616
Stuart Dorman of Sabio discusses how to get the balance right between humans and Artificial Intelligence (AI) when digitally transforming the customer experience.
In its Top 10 Strategic Technology Trends for 2019, analyst firm Gartner highlights how conversational platforms are reshaping the way that customers interact with brands. However, from a CX perspective, it’s essential that brands are also smart about how they integrate this core technology into their customer engagement infrastructure.
With today’s increased focus on digital transformation and the contact centre industry hitting “peak voice”, many organisations are looking to steer customers away from their contact centres towards digital interactions in order to reduce cost. However, just because you can now deflect more and more demand towards digital and conversational AI platforms, it doesn’t mean that they should be the vehicle for all your customer interactions.
Sabio are firm believers in self-service and are building a future for their clients where the majority of interactions will be handled by conversational AI. But voice- and chat-based conversational user interfaces should be considered not just for self-service and call deflection but also for the ability to enable efficient and high-value human interactions. It is important to be realistic about where this technology delivers and where human interactions deliver better business outcomes. Don’t under-estimate the significant potential of your contact centre and its role in your digital transformation programme.
Companies like Sabio are working closely with their clients to enable the seamless blending of self-service and assisted service approaches. For 2019, this will see a focus on innovative technologies such as AI and augmented interactions combined with smarter analytics and insight in order to track and inform the customer journeys.
As part of this – using predictive analytics derived from insights such as Voice of the Customer data, online behaviour tracking and speech analytics – Sabio are enabling CX-focused organisations to benchmark against industry best practice and apply continuous learning to enable better decision-making, and place a much greater emphasis on successful outcomes for both customers and themselves.
During 2019, Sabio will continue to build out their Digital and Insight capabilities, bringing together customer insights from across the customer journey to inform CX re-engineering and digital transformation projects for their clients. This will be supported by Sabio’s recent addition of flexAnswer’s powerful virtual assistant, NLP and machine learning technologies to ensure that their clients stay ahead of the game when it comes to effective conversational AI deployments.
Sabio agree with Gartner that this technology will become pervasive, with almost every customer interaction over the next few years being fronted by conversational AI. This will be instrumental in transforming the customer engagement landscape, not just for voice but also across web channels and messaging. However, the ultimate success of this kind of solution will pivot around good design and the seamless blending with human-assisted service.
This blog post has been re-published by kind permission of Sabio – View the original post
To find out more about Sabio, visit their website.About the author Sabio, is a customer contact technology specialist focused on delivering exceptional customer service strategies and solutions, partnering with leading organisations such as Avaya, Nuance and Verint. Sabio offers business consulting, systems integration and managed services working with many major organisations across the world including DHL, The AA, Liverpool Victoria, Homeserve, Saga, DX, P&O, Home Retail Group, SSE, Think Money, Office Depot, Unibet, Eurostar, Leeds City Council, Yorkshire Building Society and multi-award winning Lebara Mobile.
Read other posts by Sabio
Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.
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