|Exam Name||:||Avaya IP Telephony Design Elective(R)|
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TMCnet VoIP Minute Watch ColumnistVictory Junction Gang Camp, a 12 months-circular sanctuary for little ones with persistent scientific circumstances and severe diseases employed Avaya in order for the IP telephony issuer to connect its camp structures and medical facilities serving toddlers across a 72-acre campus. Avaya introduced this partnership on Wednesday morning.
With Avaya's IP network in place, a camper's guardian or fundamental care health professional can be capable of promptly attain a child's attending doctor at Victory Junction child's situation inquires, provide medicine information or answer time-delicate questions about a baby's disease.
above all, the Victory Junction Gang is using Avaya conversation supervisor working on Avaya S8500 Media Server to combine telephony name processing, call handle, Modular Messaging, contact core functions, and to guide each circuit-based mostly and IP-primarily based telephony. They now have one hundred fifty five end points, eighty of that are IP telephones. Avaya supplied session functions to assist design and set up the converged community throughout the camp's complete campus.
Victory Junction's mobility capabilities are now powered by using Avaya Extension to mobile, an IP-based mostly software that extends calls made to the users' desktop mobile to a mobile phone, along with key enterprise telephony capabilities. it is used via physicians, nurses, counselors and other camp buddies to benefit one-quantity portability and continue to be reachable anyplace they go, inner or out of the campus. This function eliminates callers having to wait via numerous transfers simply to attain a voice mailbox.
"Our goal is to supply toddlers who are unwell an adventurous and lifestyles-changing journey, and having legitimate, high pleasant communications is a vital part of our imaginative and prescient," said Petty. "Avaya in fact stepped up to the plate via presenting us with the IP options and session capabilities we should hold communications operations running easily, and assisting to make sure that counselors, folks, infants and medical doctors remain related constantly."
The Avaya IP network will help the camp's communications throughout 32 constructions year-circular for leisure and schooling activities, together with the excessive summer season, when more than 1,200 toddlers come to the camp.
"when we sought out an exceptional, low protection community solution to deliver a mission-essential communications infrastructure, one which crosses throughout our entire camp's hills, swimming pools, facilities and cabins, Avaya turned into our good option," stated Wes Carper, IT director for the Victory Junction Gang Camp.Avaya made news on Monday when it introduced it was chosen by FTD, a flower start provider based mostly in Sherwood, Ark., with a view to combine internet telephony into its contact center operations. the new contract called for Avaya to provide its client interplay Suite of contact core purposes powered with the aid of the business's conversation manager IP telephony software. These two accessories will enable FTD's contact core guide up to 500 brokers who function client provider reps answering the cell and receiving orders from valued clientele throughout the U.S. the brand new device will additionally enable Avaya media servers and gateways host the apps at the new contact core and aid FTD's enterprise continuity plans for its operations.
Victory Junction Gang
Johanne Torres is contributing editor for TMCnet. to see extra articles with the aid of Johanne Torres, please seek advice from:
[ Back To TMCnet.com's Homepage ]
source: Avaya Inc.
might also 19, 2008 07:30 ET
the area's leading company of business Robotics uses Avaya applications to manipulate turning out to be Demand, enhance Responsiveness and raise customer pride
BASKING RIDGE, NJ--(Marketwire - may additionally 19, 2008) - FANUC Robotics the united states, Inc., the realm chief in industrial robots, has turned its client care operations into a aggressive company asset with a web Protocol (IP)-based mostly contact center solution from Avaya Inc.
FANUC Robotics the us, primarily based in Rochester Hills, Michigan, offers intelligent robotic solutions to agencies everywhere. This contains huge auto manufacturers that use robotic hands to collect, weld and paint automobiles, and small and mid-size industrial organizations which use the company's units to select items, pack boxes, and address different purposes. When the enterprise skilled speedy increase and improved demand, new challenges all started to tax FANUC Robotics the united states's client care group, which may trigger lengthy wait instances when purchasers referred to as for guide.
The business took swift action to enhance performance with the aid of reworking its client care operations with an Avaya IP contact center solution powered with the aid of Avaya verbal exchange manager IP telephony application. moreover, an Avaya name management device supplied the FANUC Robotics america care group with the tips and management equipment essential to investigate efficiency at once, and make quickly and constructive advancements.
"Our call quantity grew by way of an estimated 10 p.c in 2006 by myself, with greater than one hundred twenty,000 consumers calling us for ingredients or technical aid," talked about Joe Cvengros, director of the consumer resource center for FANUC Robotics the usa. "we have persisted to handle demand while improving our responsiveness, and with new solutions from Avaya, customer wait times lowered dramatically. Now, ninety nine percent of our calls are answered in 15 seconds or much less."
They additionally depend on Avaya interaction core, a vital contact center utility that enables FANUC Robotics the us to increase responsiveness, despite transforming into call volumes. The software can phase incredibly-skilled engineers in customer assist via their area of specialty. This permits incoming calls to be without delay routed to individuals most general with a particular robot or problem. in addition, interaction core provides monitor pops containing profile advice on every customer, which helps engineers bring a extra personalised and productive response.
"via smarter routing and reveal pops, we're able to handle more consumer inquiries with the identical number of agents," Cvengros referred to. "for instance, if a client calls returned inside 36 hours, they're immediately routed to the identical agent for comply with up. They would not have to repeat the history on their subject. we are able to get them to the same actual agent, although or not it's a different day."
IP telephony additionally makes FANUC Robotics the usa a greater captivating company to engineers and specialists. Avaya IP Agent Softphone, for example, lets engineers simply log into the company's contact core operations from a home workplace or remote area the usage of a virtual representation of a cell console appropriate on their notebook. This makes it easier to recruit exact talent for the FANUC Robotics america consumer resource core team, given that engineers don't seem to be required to relocate.
most significantly, Avaya's clever communications answer has helped FANUC Robotics gain gigantic advancements in consumer pride.
"We habits annual surveys of how our care group is performing and even if we're meeting client expectations," Cvengros referred to. "The consequences show that our investment involved facilities has paid off with significant raises in response times and convinced customers."
Avaya delivers intelligent Communications solutions that aid businesses radically change their groups to obtain industry abilities. more than 1 million agencies international, including more than 90 percent of the FORTUNE 500®, use Avaya options for IP Telephony, Unified Communications, Contact centers and Communications-Enabled business techniques. Avaya global services gives finished carrier and assist for companies, small to giant. For greater information discuss with the Avaya internet web site: http://www.avaya.com.
About FANUC Robotics
FANUC Robotics the usa, Inc. designs, engineers and manufactures industrial robots and robotic systems for a wide array of functions together with arc and spot welding, cloth managing (desktop tending, picking out, packing, palletizing), fabric removal, meeting, paint finishing and allotting. The business additionally offers utility-certain application, controls, vision items, and comprehensive guide services. After 25 years of success, FANUC Robotics maintains its position as the leading robotics enterprise within the Americas. A subsidiary of FANUC LTD in Japan, the company is headquartered in Detroit, and has amenities in Chicago; l. a.; Charlotte, N.C.; Cincinnati and Toledo, Ohio; Toronto; Montreal; Aguascalientes, Mexico; and Sao Paulo, Brazil. Over 190,000 FANUC robots are installed worldwide. Contact FANUC Robotics at www.fanucrobotics.com or by means of calling 248-377-7000.
Avaya’s bid to purchase SIP application supplier Ubiquity become a tip-off that Voice over IP is fitting the middle of value on the enterprise telephony provider. Tuesday all the way through Avaya’s income call the enterprise confirmed that center of attention, asserting that it had bought greater than 1 million IP cell strains for the third straight fiscal quarter, showing that corporate adoption of VoIP indicates no signs of slowing.
whereas Avaya’s common results gave the impression based on analyst expectations, the IP numbers are increasing strains within the sand pointing towards an average circulation from TDM to IP in the company communications enviornment. Avaya additionally said that investments like the Ubiquity buy will help it boost the integration of communications and company purposes, a course Avaya stated it's going to seem to for increase beyond its natural telecom-supply organizations.commercial
right through the conference call Tuesday, Avaya gave an example of some early work in this path, claiming it had helped a producing enterprise construct direct communications functionality into a provide-chain application, that allowed the application to talk degrees of stock and set off replenishing movements. via “communications-enabling” such core business apps, Avaya is looking for to distinguish itself in the telecom enterprise whereas seeking greater margins and more basic boom.
“We’re embedding communications into the textile of our clients’ core business,” pointed out Avaya president and CEO Lou D’Ambrosio, who introduced that Ubiquity is “a crucial element as we extend that functionality in a SIP ambiance.” predict to hear extra IP telephony news when Cisco announces its financials Feb. 6.
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With IP telephony and unified communication markets in the country throwing new opportunities, Avaya GlobalConnect Inc, a global communication solutions company is strengthening its R&D efforts in India to meet global demands.
In India, Avaya has two major entities-Avaya GlobalConnect, the marketing vehicle, and Avaya India Development Center with two divisions: R&D and global services delivery.
Ritesh Jayswal, director of industry solutions from Avaya GlobalConnect said, We are focusing on building a cutting-edge research capability in India, coupled with a design and architectural competence that will enable the company build and launch new products out of India.
While the Pune R&D centre team strength has grown to 1,500 engineers over the last few years, the Hyderabad centre that focuses mainly on service support has over 300 employees.
Avaya’s India R&D center is the fourth largest in the world, and is growing rapidly. Nine R&D divisions and 24 products are operating out of the India R&D centre.
The centre is also working on a variety of technologies to provide multi-model collaboration and communication, indexing, mining, and rendering relevant contextual cues during communication.
From a small beginning in 1996, the Indian R&D centre now manages entire products out of India. Now the centre handles unified computing, IP telephony and contact centres.
In fact, Avaya is a descendent of AT&T Bell Laboratories and was spun off as a different entity in 2000.
Related Links: Avaya GlobalConnect Promotes Vinod S NairBT Emerges Key Player for Avaya in Asia Pacific
Skill Level: Intermediate Status: Being phased out
Low Cost: $125 (shortest track)
Summary:This mid-level certification is for individuals who integrate voice networking, data networking, and applications into powerful business communications solutions. ACSs design, implement and support Avaya solutions in a real world environment.
Initial Requirements:You must hold the ACA Certification and pass one of Specialist Elective Exams ($125). Choose from two tracks, Design and Implementation.Design Tracks include: Interactive Voice Response Systems, IP Telephony, LAN, Messaging, Multimedia Contact Centers and Proactive Contact Solutions.Implementation Tracks include: Interactive Voice Response Systems, IP Telephony, LAN, Messaging, Multimedia Contact Centers and Proactive Contact Solutions.Training is available but not required.
Continuing Requirements:Certification is valid for two years.
See all Avaya Certifications
Vendor's page for this certification
"We are honored to receive this distinguished award," said John Kaiser, vice president of global marketing for Dictaphone's CRS group. "Our Freedom recording system is a prudent investment for any contact center that uses VoIP (Voice over Internet Protocol), is in the process of migrating to VoIP, or is considering VoIP for the future. Freedom's telephony-independent design accommodates virtually any environment, from traditional circuit-switched telephony to VoIP, all on a single platform."
Compatible with industry-leading VoIP solutions like Cisco, Avaya, and Nortel, as well as traditional PBX systems, Freedom is a cost effective, efficient, flexible and feature-rich recording system. Using the industry-standard JTAPI API (the Java Telephony Application Programming Interface), Freedom can connect with VoIP-enabled switches to capture CTI data, promoting faster call retrieval and improved productivity and customer service. Freedom provides all of the benefits of a CTI-enabled VoIP recorder, without the added hardware costs typically required with other solutions, because Freedom's JTAPI CTI interface program runs on the Freedom recorder rather than on a dedicated CTI server.
Another feature unique to Freedom is its load sharing capability. Recording can be automatically and dynamically balanced and shared among recorders in the system, based on each recorder's current load and IP traffic. The system also supports both g729a and g723 CODECS for compression of voice files, as well as other popular CODECS, which minimizes the impact on the contact center's network while maximizing the center's investment in network-attached storage devices. Freedom is available in various configurations, including Freedom FT (for highest fault tolerance) and Freedom Enterprise, which includes a centralized SQL database for capturing CTI data, and agent desktop screen data capture.
"Contact centers are migrating to VoIP technology because it's cost effective, efficient, flexible, feature-rich, and easier to manage," said Rich Tehrani, group publisher and editor-in-chief of Internet Telephony. "With Freedom, Dictaphone is now helping contact centers realize these benefits in their VoIP recording technology."
Internet Telephony magazine bestows its Product of The Year Awards on companies that have demonstrated excellence in technological advancement and application refinements in the VoIP/IP Telephony industries.
About Dictaphone Corporation's Communications Recording Systems (CRS)(TM) Group
With thousands of installed customers worldwide, Dictaphone Corporation's Communications Recording Systems (CRS(TM)) Group is a leading provider of recording and monitoring systems for contact centers and Workforce Relationship Management(TM) solutions designed to optimize agent performance. Dictaphone CRS is a division of the Stratford, Connecticut-based Dictaphone Corporation.
Dictaphone's ContactPoint Workforce Relationship Management solution helps optimize agent performance by helping contact centers hire and retain the best agents, assess them fairly and consistently, and empower them with the right training and rewards. The centerpiece of ContactPoint is a competency model that enables the creation of job profiles that outline the skills, knowledge and abilities that agents need to be successful. Once identified, these skills, knowledge and abilities can then be systematically applied to the contact center's hiring, training, and assessment programs using ContactPoint, to help increase agent effectiveness and improve customer service.
The ContactPoint solution was designed to work in combination with Dictaphone's Freedom(R) Enterprise system. Freedom Enterprise records customer/agent interactions, using standard voice recording or Voice over Internet Protocol (VoIP) recording. The agent's desktop screen activity can also be captured. Other features supported by ContactPoint and Freedom Enterprise include: remote playback via Web access; Computer Telephony Integration (CTI) for data capture, service observe, and advanced analytics; and integration to legacy HR systems to capture recruitment, assessment and training data. For more information, call 1-800-886-4908, or visit www.dictaphone.com.
Celebrating more than 30 years as a leading publisher, Technology Marketing Corporation (TMC(R)) publishes Customer Inter@ction Solutions(R) and INTERNET TELEPHONY(R) magazines, Web portal TMCnet.com, and the online publications SIP(TM), Speech-World(TM), VoIP Developer(TM), WiFI Telephony(TM), WiMAX(TM), Alternative Power(TM) and BiometriTech(TM). TMC(R) is also the first publisher to test new products in its own on-site laboratories, TMC(R) Labs. TMC(R) produces INTERNET TELEPHONY(R) Conference & EXPO, VoIP Developer Conference(TM) and Global Call Center Outsourcing Summit(TM). TMC offers live and online certification programs through TMC University. TMCnet.com publishes more than 14 online newsletters. Visit www.tmcnet.com for details.
Safe Harbor Statement
This press release includes forward-looking statements within the meaning of Section 21(e) of the Securities Exchange Act of 1934. These statements are based on Dictaphone Corporation's current expectations and estimates as to prospective events and circumstances that may or may not be in Dictaphone Corporation's control and as to which there can be no firm assurances given. These forward-looking statements are subject to risks and uncertainties and there can be no assurance that any of these forward-looking statements may prove to be correct and actual results may differ materially. These risks and uncertainties include, but are not limited to, economic conditions in the U.S. and abroad, the ability to complete and deliver products and services within currently estimated time frames and budgets, the ability to effectively manage diverse and geographically dispersed operations, difficulties with integrating product plans, schedules and resources, potential that the information and estimates used to predict future performance were not accurate, market acceptance of Dictaphone Corporation's products, competitive products, pricing pressures, and other risks. Dictaphone Corporation disclaims any intent or obligation to update these forward-looking statements.
Dictaphone(R), Freedom(R), Communication Recording Systems(TM), CRS(TM), ContactPoint(TM) and Workforce Relationship Management(TM) are trademarks or registered trademarks owned by Dictaphone Corporation. Other products or marks referenced herein may be trademarks of their respective owners. Dictaphone Corporation's Freedom(R) recording system is the subject of U.S. and foreign patents and patent applications.
(C) Copyright 2005 Dictaphone Corporation, all rights reserved.
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