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Test Name : Specialist- Avaya Voice Self-Service Design Elective
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client pride, depth of performance, and business direction are in response to a 5-element scale, with 5 being the maximum rating. (click graphic for full-sized chart)
classes and CriteriaCRM journal's third annual carrier Awards names one winner and two leaders (listed alphabetically) in every class, the usage of a proprietary option formula. The award ranking is according to a composite score of CRM revenues; 12 months-over-12 months profits growth; and analyst scores for client satisfaction, depth of performance, and enterprise course. We also cite groups price observing in every class for their advantage to seem on their respective market's leaderboard next 12 months.
laptop Telephony IntegrationThe MarketThe cellphone name continues to be probably the most direct ability for faraway shoppers to get carrier, however there is appreciable stream on the corporate conclusion about how that call is taken and processed. computing device telephony integration (CTI) has been the commonplace for decades, but this middleware-based cellphone network expertise is being successfully challenged. Session Initiation Protocol (SIP) and Voice over IP (VoIP) are two competing applied sciences that cast off the hardware requirements of CTI techniques, making them simpler to manage to pay for, control, and troubleshoot. "CTI is a loss of life category," says Sheila McGee-Smith, president and foremost analyst of McGee-Smith Analytics, mostly because of SIP and VoIP doing the job thoroughly via software. beyond those two, McGee-Smith provides, "service-oriented architecture (SOA) is another reason, as it accomplishes the equal goals and makes use of identical standards.SOA's ability to unify enterprise methods could also make SIP and VoIP superfluous."
Forrester analysis vice president Elizabeth Herrell has the same opinion, however says that trade is greater likely than death. "We're moving to SIP from CTI, however this is intelligence taking the location of real middleware." The underlying expertise may additionally trade, Herrell suggests, however the identify may remain the equal. "the new CTI spin is that workflow engines in response to company guidelines can function routing and linkage to the lower back workplace." The main CTI providers are exploring their alternate options for a put up-middleware world, experimenting with SIP and VoIP birth. "Do you nevertheless want an automated call distributor [ACD]? purchasers don't know," says Ian Jacobs, strategic analyst at Frost & Sullivan. "CRM vendors and CTI carriers alike will need to worry about IP technology--when all contact routing may also be tied into a ticketing equipment, as an example, finally any programs integrator can also be a competitor."
The LeadersAvaya received a mediocre rating from our panel of analysts remaining year in terms of enterprise route, however came lower back a great deal more advantageous for the criticism. Its score soared to 4.1--more than a full point--for this yr's awards, thanks largely to accelerated presence across channels. "Avaya did a very good job with increasing its market share during the last two years," Jacobs says. The financials again this up, as Avaya posted 12 months-over-year increase of more advantageous than 17.5 %. Herrell provides that the enterprise is "a very good multichannel player, very amazing." Jacobs and Herrell agree on Avaya's practical depth as smartly, just not always in typical CTI: "Avaya interaction center is a true up-and-comer," Jacobs says, and Herrell adds, "They've made a lot of strides with SIP." Avaya has led the charge in outbound communications and regulatory compliance for the contact core, a local wherein management is fundamental.
A watched pot can also under no circumstances boil, however Cisco systems, last 12 months's One to monitor, looks to have carried out smartly satisfactory beneath improved scrutiny to displace a former leader. As with Avaya, Cisco greater its weakest area, building its popularity for consumer pride half a point. youngsters, the business's choicest overall performance become in direction, which our analysts rated simply shy of four, on general. "They've bought some enjoyable plans [that started] in March 2006," McGee-Smith says. Jacobs says that the company is "nonetheless building out the product they bought from Geotel," however is "doing first rate work tying into CRM programs." McGee-Smith says Cisco is showing "real market management." Cisco has pushed to convey CTI and connected technologies to SMBs--or not it's a phase that has been ignored with the aid of some vendors in the past.
The WinnerThree World collection wins in a row make a group a dynasty. Our CTI winner this year, Genesys Telecommunications Laboratories, takes threepeat properly honors, handily beating the competition in two foremost ratings standards. The Alcatel subsidiary beat its nearest contender in enterprise course and practical depth, outscoring Avaya by using half a point and 7 tenths of a degree, respectively. a decent partnership with Microsoft for setting up an integrated communications and collaboration platform suggests initiative and an eye fixed on the long run. "Genesys is stacked with wise individuals, and they have Alcatel's steadiness at the back of them," Jacobs says. "Genesys is far and away the market leader, with the most a success multivendor solution," McGee-Smith says. This interoperability, although, is also a supply of weak point for the company. Smith says: "Sixty percent of Genesys users in the u.s. are working on desirable of an Avaya ACD, and there is an analogous circumstance with Nortel. more than half of Genesys customers are additionally customers of its precise rivals." Add to this a mediocre (notwithstanding improving) acceptance for client satisfaction, and we see that Genesys may be in for a problem next year.
One to WatchNortel Networks became a category leader last year, however weak scores in company course and customer delight have diminished its repute to a nonetheless-decent One to watch. Nortel has endured a long period of rolling layoffs, and October 2005 noticed CEO invoice Owens try to cede his office to Mike Zafirovsky, an government referred to for his willingness to make cuts and alterations, after simply 18 months on the job. Zafirovsky's former business enterprise Motorola moved to dam the appointment on grounds that it broke a noncompete settlement; small ask yourself that Nortel receives dinged for company direction this 12 months. One analyst mentioned Nortel had "an aggressive construction plan, but one it truly is difficult to convey," and concluded that client satisfaction was "difficult to choose because of few new implementations." no matter if it rises again to chief fame or drops from competition altogether, Nortel is an straight recognized name in communications know-how and deserves to be watched.--Marshall Lager
Interactive Voice ResponseThe MarketIVR and speech solutions have historically aimed to take the burden of primary consumer inquiries off agents' shoulders and reduce name core fees. Their intention has not changed, however the applied sciences designed to accomplish these desires have. one of the crucial crucial focal facets for IVR providers over the last yr has been standards-primarily based applied sciences that ease integration woes, corresponding to VoiceXML, Media resource handle Protocol (MRCP), and Session Initiation Protocol (SIP). VoiceXML, when mixed with voice consciousness options, enables customers to entry information, such because the local climate or shop areas, on the internet through a mobilephone or a voice-pushed browser. MRCP helps to combine speech recognition engines into an IVR solution; SIP is used for initiating an interactive consumer session that contains multimedia features, reminiscent of voice. average IVR builders (like Nortel, Avaya, and Intervoice) are attempting to migrate their shoppers to those technologies, but are dropping ground to businesses like Genesys, which is starting to movement ahead of the pack. Our last scores, although extraordinarily close, prove this.
The LeadersAvaya, which tied with Intervoice as the winner ultimate year, remains one of the crucial strongest companies within the IVR market, and is additionally probably the most financially sound, posting an dazzling 20 p.c income increase remaining 12 months. In 2005 the enterprise launched the latest edition of its Interactive Response and introduced the launch of Avaya Voice Portal, an IP-based mostly platform that supports SIP, a sensible movement given the shift the contact middle trade is making towards IP-based infrastructures. This played a large half in Avaya's four.0 score in enterprise route, the optimum amongst all leaders.Conversely, some analysts were disillusioned concerning the timing of the announcement. "The [Voice Portal announcement] became possibly a bit later than their rivals," McGee-Smith says. "All in all, the announcement turned into a step within the right route, and indicates they're excited by IVR."
Nortel Networks offers a number of voice-response options that tackle numerous markets and are with ease scalable. normal, the company presents a robust platform with the Nortel purposes core, which it has bold plans for. These encompass extra building of its web-Centric Self-carrier solution, a web application for developing and operating web self-services, and the liberate of a media server platform providing a migration path to VoIP. Nortel also introduced support for SIP and VoiceXML to its Media Processing Server product line. Nortel posted mighty numbers in two of the three classes, nonetheless it received a three.3 in customer satisfaction, the bottom amongst all the leaders. offering a proof for its low ranking, McGee-Smith says, "They were late with VoiceXML compared to any other guys."
The WinnerTwelve months in the past Genesys Telecommunications Laboratories changed into well established for its CTI capabilities and turned into considered a robust up-and-comer in the IVR space through most trade pundits. This 12 months, Genesys accomplished essentially the most astounding bounce from ultimate year's One to observe to the accurate spot, knocking out our 2005 category cowinners Avaya and Intervoice. Genesys acquired the optimum ratings in customer delight and depth of product functionality of all of the leaders, posting a 4.0 and four.three, respectively. though its products can also be costly, Genesys Voice Platform is an established answer that Genesys is now establishing to help open telephony with the aid of adding help for SIP and MRCP. The business's focus on VoiceXML and IVR and its capacity to carry them in a sturdy suite solution is what helped Genesys win the IVR category. "Genesys is putting speech-enabled IVR entrance and middle in lots of their concepts, which is respectable," says Bern Elliot, analysis vp at Gartner. "The enterprise's VoiceXML design and Genesys' average middleware method has enabled it to make the most the shift toward an internet-oriented self-carrier architecture."
One to WatchWhile Intervoice bought Edify, gaining its Voice interplay Platform, analysts dinged remaining 12 months's class cowinner for not offering a collection platform that can help other expertise mandatory for IVR, akin to VoiceXML. "There isn't loads of room during this market for standalone IVR providers. The Edify acquisition provides some pleasant know-how, but Intervoice hasn't put satisfactory muscle at the back of speakme to their shoppers and migrating them to their Omvia platform, [at least] now not like one of the crucial different companies during this market. That will be key for them," one analyst says. --Colin Beasty
net-guide ServicesThe MarketOnline guide services are growing to be more and more regularly occurring in most industries, but consumers nevertheless don't price them as a lot as they do telephone conversation. "Self-carrier nevertheless fails to reside as much as client expectations, mostly as a result of agencies aren't investing in the correct know-how," says Zachary McGeary, affiliate analyst at Jupiter analysis. "Search isn't useful.... That failure is pushing customers correct back to the call middle. There has to be a spotlight on optimizing inquiry decision online."
providers that focal point on relevancy in problem resolution could be most a success. "The greatest trend is, less is greater," says Ladd Bodem, principal at ServiceXRG. "it's now not so a lot what you can do, however what you should definitely do. give the consumer what he wants, now not every thing we have on the field." The leaders during this market assist companies take note their consumers' needs, enabling customers to satisfy and surpass their expectations.
The LeadersKnova utility, created by the February 2005 merger of ServiceWare applied sciences and Kanisa, surpassed all different companies in depth of functionality with a 4.2; its rating for business direction a bit led the style with a four.0.
in comparison with its rivals Knova has the broadest self-service and KM capabilities, plus effective architecture that may still develop into even more strong with extra releases later this 12 months, in keeping with Allen Bonde, senior vice chairman of method at consultancy eVergance companions. Knova's applications had been highlighted in a couple of analyst studies, primarily based on its popularity for manufacturer, beginning, and expertise. "competencies administration has made a comeback. That performs neatly for Knova," Bonde says.
Analysts say Knova's degree of carrier is most constant of all of the leaders and its vision of solving a company issue is apparent. The next step is to proceed to construct out income and aid channels to maintain the existing momentum. "Knova has truly set the tone for the business in this house of net-support functions," Bodem says. "They need simplest to execute what they already put into action, and they'll be staggering."
Talisma jumped onto the leaderboard this 12 months, aided by its March 2005 acquisition of KnowledgeBase.web, giving Talisma solutions that analysts peg as strong and straightforward to use. Talisma, which makes a speciality of chat, email, and advantage-based self-service, launched KnowledgeBase.web 5.0 in may additionally 2005. The application includes KB advert manager, for agencies to track and report on product offers; KB remote Search, to search for suggestions in disparate databases; and the KB Offline Portal, which lets field workers synchronize knowledge bases on their PDAs or laptops.
because Talisma is a non-public business, it does not unencumber profits numbers, nevertheless it suggested an annual boom of 80 percent in 2005, in comparison to 2004. It also mentioned 467 new consumers, together with these got from KnowledgeBase.net, and an outstanding ninety five % client retention rate. Analysts agree the company has a superb vision and is making strides towards success.
The WinnerRightNow applied sciences, which become positive in 2005's net self-carrier category, recaptures its throne in our rebranded internet-help services class, with astounding salary boom and business direction. complete profits for 2005 was $87.1 million, a forty one % raise from $sixty one.eight million in 2004. total bookings grew forty percent over 2004 and handed $one hundred million for the first time. The business said 312 customer wins and a consumer retention rate of more than ninety percent. it's continuing growth within the midsize and enterprise markets, with two-thirds of its profits coming from corporations with at the least $1 billion in profits, including huge govt businesses and higher schooling.
The only warning provided by means of analysts is that conserving its attractiveness for stellar customer service is getting more and more complex as RightNow expands. however, Bonde applauds the enterprise's business course: "RightNow has had a very good corporate approach. they have been creative and excelled in terms of execution."
One to WatchATG enjoyed a 31 % earnings growth in 2005 (from $sixty nine.2 million to $ninety.6 million), stated ninety one client wins, and a 92 % client retention fee. The enterprise got Primus's KM, web self-provider, electronic mail response, and herbal language equipment in August 2004. Analysts question whether ATG has succeeded in appeasing Primus purchasers, however applaud the development. for the reason that the acquisition, it launched its ATG wisdom approach and self-carrier suite, which is accessible as a hosted or as on-premise equipment or individual functions. --Alexandra DeFelice
staff OptimizationThe MarketWorkforce optimization (WFO) comprises personnel administration, first-rate monitoring (QM), performance management, and e-researching, according to Paul Stockford, chief analyst at Saddletree analysis. We concur, and appreciate that there's a correlation between suitable staffing, pleasant assurance, agent efficiency, and training. it truly is why we have now rebranded the class from remaining 12 months's staff administration and optimization, to WFO.
QM is a massive element of this house, so or not it's no shock that two QM avid gamers also make appearances. despite the fact, only two companies offer all 4 items: Witness methods and Envision Telephony. because of the restricted variety of providers providing all four add-ons, we have spread out the category to those that offer as a minimum two of the four WFO features. Many carriers satisfy this requirement, but best the excellent three seem on the leaderboard. And, on account of our rebranded class, efficiency administration specialist and the 2005 body of workers administration and optimization One to observe, Merced systems, doesn't appear on this year's list.
The LeadersAlthough essentially universal within the industry for its strengths in exceptional monitoring and analytics, Verint methods, thanks mostly to its acquisition of Opus group, makes its first entry into the WFO category. Verint introduced the latest Opus performance Analytics solution just just a few weeks after the deal in September, combining method optimization options with efficiency analytics to support businesses enhance operational efficiency throughout their client-dealing with and back-workplace operations. "[Opus is] frequently not noted by means of all and sundry except the consumers," Stockford says. "The company is conscious about what it takes to be a hit in the contact center industry, and they're the usage of this reputation for excellence in the contact center as a springboard to the rest of the commercial enterprise."
The acquisition helped Verint earn solid marks across the board. retaining it lower back, despite the fact, become its inability to surpass its counterparts in any of our criteria, most likely a partial reflection of its nonetheless-evolving body of workers administration performance.
Witness programs joins this yr's WFO leaderboard, due in giant half to its acquisition of team of workers management enterprise Blue Pumpkin utility. The acquisition adds to Witness's direction and functionality ratings, making it a formidable opponent. Witness tied aspect and Verint (Opus) for the lowest performance rating, based on analysts polled, but its vision helped the company tie with IEX for the maximum business route score.
9 months after buying Blue Pumpkin, Witness launched have an effect on 360, the company's WFO solution that permits organizations to capture a broader view of performance by drilling to recordings all the way through adherence evaluate; to check nice scores to make sure consistent provider start across shifts; to ship training requests to the scheduler, and to assign gaining knowledge of substances in accordance with evaluation rankings. There remains work to be accomplished, says Jim Davies, primary analyst at Gartner. "with the aid of 2007 Witness's influence 360 providing could have a very strong value proposition, however at the moment there continues to be some integration work to do."
Two other excellent management gamers are notably absent from this 12 months's record: Envision and fine techniques. Davies describes Envision as "the simplest dealer that offers all four on a single platform." despite the difference stated through Davies, Envision's lackluster WFO functionality typical foiled its probabilities of cracking into the category. And whereas pleasant also provides coaching and performance administration, some analysts had been not impressed with its WFO functionality.
The WinnerIEX, closing yr's staff administration and optimization winner, tops this yr's rebranded class, backed by using its muscle in the team of workers administration area. In 2005 the Tekelec company persevered to strengthen its TotalView workforce management gadget, unveiling version three.9 fitted with skill block scheduling, day without work management, and agenda alternative capabilities. extra rollouts included TotalView Outsource manager, which is designed to ease the headaches linked to exchanging guidance and managing elements between in-condominium and outsourced operations, and the TotalView Outbound answer, which features capabilities like forecasting, scheduling, adherence, and change management performance. The year additionally introduced a partnership for IEX with Symmetrics company Intelligence solutions, extending the reporting and evaluation capabilities of the IEX TotalView team of workers administration system. IEX furthered its partnership with Merced methods to present Merced's TotalView insight performance supervisor.
The enterprise instructed clear of the mergers and acquisitions route, bolstering its capabilities by the use of partnership and its own research and development. however IEX does lack important components vital to have a extra complete WFO providing: QM and e-discovering. That, youngsters, failed to cease the company from receiving the highest tally for functionality (four.5) and or from tying for the optimum business path ranking (4.6).
One to WatchAspect software, the offspring of the $1 billion merger of 2005 workforce administration and optimization chief aspect Communications and 2005 carrier Excellence recipient Concerto application, is our WFO One to monitor. As separate entities, each and every concentrated on deepening product breadth with functionality upgrades in 2005. The acquisition, youngsters, allows for point to return to the table with each inbound and outbound WFO.
Analysts took be aware, awarding the enterprise with an exceptional performance ranking of 4. but its course ranking (3.eight) and client satisfaction mark (three.1), each the lowest among category contenders, are indicative of the product streamlining that have to take place. "They face concerns concerning product line explanation over the subsequent year, however that should still not dampen their advertising and marketing spirit or believe among their valued clientele," says Paul Stockford, chief analyst at Saddletree research. As factor continues to work on its rationalization efforts, look for the company to have a robust chance of securing a spot within the chief's circle. --Coreen Bailor
exceptional MonitoringThe MarketThe QM market is still at a crossroads, as a turning out to be number of carriers that bring such tools increase their suites to include extra elements like e-researching and performance management via internal construction and acquisition.
Some QM avid gamers are also seeking to speech analytics as a competitive differentiator, and are constructing applications themselves or partnering with organizations like CallMiner, Nexidia, and Utopy to leverage such functionality. "i am a huge proponent of analytics this yr," says Saddletree research's Stockford. "Speech analytics goes to in reality affect pleasant monitoring. or not it's going to deliver monitoring out of the realm of 'large Brother is looking at you,' to 'there's really useful advice in right here and we should mine [it].'" in line with DMG Consulting's "2005 pleasant administration/legal responsibility Recording Mid-12 months Market Share replace," speech analytics and coaching are anticipated to event a one hundred percent growth cost in 2006.
as the market continues to adapt, however, our calculations are indicative of simply how shut the competition is between top-tier leaders in this market--satisfactory techniques, Verint programs, and Witness methods. The category winner claimed the right spot with the aid of a mere two tenths of a degree, whereas both category leaders tied for the 2nd-maximum complete score.
The LeadersNICE methods retains its position as the standard category leader for depth of performance with a ranking of 4.four, surpassing its remaining year's category-leading score via roughly four tenths of a degree. The company's first-rate perform know-how, which captures and analyzes consumer interactions by using observe recognizing, emotion detection, and talk analysis, is thoroughly built-in with Microsoft .net client-server know-how.
exceptional additionally secured the class's highest element standard, four.6, for company course, indicative of its most memorable mark in 2005, the $38.5 million acquisition of Dictaphone's conversation Recording methods enterprise. "The Dictaphone acquisition changed into very strategic, a very wise movement," Gartner's Davies says. "It gave them a broader customer base, it gave them a larger market share, and...it gave them a much mandatory enhance to their world assist infrastructure."
What finally kept fine from recapturing its winner repute (done in our 2004 awards), though, changed into its low tally of 3.1 in client delight, the lowest of all organizations that placed within the category, and a roughly half-aspect plunge from its 2005 score.
Witness programs's rankings replicate across-the-board consistency of strong marks. on account of the year's extraordinarily shut averages, besides the fact that children, the company's failure to garner the optimum ranking in analyst-polled criteria resulted in its slip from its 2005 standing as class winner.
nonetheless, analysts continue to praise Witness's vision, tacking the enterprise with the 2nd highest general ranking, 4.4, for enterprise path. "Witness is revered among carriers of QM as a successful business that may right away respect and respond to a market chance, and is a ahead-thinking and ambitious competitor in all points of name logging and monitoring," Stockford says.The company, which appointed a main consumer officer and a primary learning officer, and created a North American client Advisory Committee in 2005, stated a ninety six percent renewal fee for the 12 months. Witness additionally launched impact 360, its group of workers optimization solution. have an effect on 360's architectural framework supports local and enterprise time-division multiplexing and IP options.
Pushing ahead with its WFO vision, Witness has to juggle its R&D finances to both increase the core functions and boost the unified influence 360 suite, Davies says. "That observed, they launched a new QM platform and more advantageous the WFM answer in 2005. Some possibilities looking for pure QM were delay by means of the WFO proposition, but equally WFO suite sales picked up in opposition t the conclusion of the yr--2006 can be...large for Witness."
The WinnerQM's leaders were enjoying leapfrog in our rankings. pleasant took the suitable spot in our 2004 category, while Witness earned that difference in 2005. This year, although, brings a new winner, Verint methods, the third category champion in as decades. Its most fulfilling aspect displaying, in all probability unsurprisingly, got here from its business course, a strong indication of both its efforts to structure unstructured suggestions and its $12 million Opus neighborhood acquisition. "Verint's acquisition of Opus and the extension of its own efficiency management analytics to include facts mining insights are both effective and a bit of unique trends in a QM market where differentiation is becoming highly problematic," Davies says.
although some analysts contend that Verint's QM division receives marginalized by way of its safety options, the company received a sound performance score of four.2. And the enterprise tied with our One to wait for the class's maximum client satisfaction rating (3.7). in view that the shut competition in this market, despite the fact, 2006 is shaping up to be a fascinating yr for the QM area.
One to WatchEnvision's annual profits barely techniques these of our category leaders. besides the fact that children, its effective recognition for client pride (which tied with Verint for the appropriate commonplace) helped the company maintain its One to observe fame out of the palms of etalk (which entered into a definitive agreement with Autonomy in April 2005 to be bought), however wasn't sufficient to spoil into the suitable-three spots.The company grew its consumer base through securing 34 wins, 15 of those coming from new German purchasers that chosen its Click2Coach platform. "here's a corporation that is aware of how to squeeze the maximum benefit from the great monitoring method," Stockford says. "they have a superb reputation for consumer care and real subject for customer pride." --Coreen Bailor
Please click on The 2006 provider chief Awards, part 2 to proceed reading.
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Vmware [63 Certification Exam(s) ]
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