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2M00001A exam Dumps Source : Selling Avaya Contact Center Solutions for IP Office - APSS Online Test
Test Code : 2M00001A
Test Name : Selling Avaya Contact Center Solutions for IP Office - APSS Online Test
Vendor Name : Avaya
Q&A : 71 Real Questions
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Avaya Holdings Corp., a leading provider of communications options for the healthcare industry, today introduced that CHRISTUS health has implemented Avaya IX Contact center solutions to assist digitally radically change their company and provide more suitable patient experiences.
CHRISTUS fitness is a world Catholic, religion-based mostly, no longer-for-profit fitness system with greater than 600 centers, together with community hospitals, stroll-in clinics and fitness ministries throughout the united states and Latin america, and has been an Avaya client for greater than twenty years. With its recent partnerships with Trinity mom Frances and first rate Shepherd fitness programs, they were facing varied challenges integrating these new facilities whereas still providing a differentiated and more suitable healthcare event.
In April 2017, CHRISTUS health became to Avaya to aid craft an extended-term digital transformation plan to streamline and harmonize their care group and team of workers’s capacity to interact and speak with patients to optimize their experiences. The enterprise’s current mix of legacy Mitel, ShoreTel, and Cisco methods changed into making a logistically impractical and inefficient environment that turned into costly to hold. CHRISTUS fitness chose an Avaya communications platform to start migrating and consolidating their extensive community to Avaya’s IX Digital Contact center solutions, with the total implementation to be completed in 2020.
“CHRISTUS health strives to deliver ingenious fitness and wellness options that increase the lives of individuals and communities,” observed Lynn Gibson, CHRISTUS fitness VP & CTO. “We partnered with Avaya in line with event and suppleness proven by using our two-decade long partnership. we can have peace of mind with Avaya’s superior solutions that enable us to enhance efficiency, enhance salary, and enhance both our associate and affected person experiences, all while allowing us to stay a frontrunner in the ever-changing healthcare panorama.”
“An open, bendy communications answer with omnichannel, automation and analytics is severely crucial to the a success digital transformation of healthcare systems,” stated Tara Mahoney, Senior Director, international Healthcare practice chief, Avaya. “Avaya and CHRISTUS health, collectively, developed an innovative plan to support seriously change affected person and care crew experience, leveraging communications options to raise efficiency and pressure increase.”
To study more about Avaya’s Healthcare solutions discuss with us at booth #6541 at the HIMSS international convention & Exhibition 2019 at the Orange County convention and Exhibition center in Orlando, FL from February eleven-15.
About CHRISTUS fitness
At CHRISTUS fitness (christushealth.org), we carry an entire curative experience that respects the individual. We serve our communities with dignity. And with a great deal of admiration. CHRISTUS health is a Catholic, no longer-for-profit system made up of more than 600 centers, including lengthy-term care facilities, group hospitals, walk-in clinics and health ministries. we're a community forty five,000 mighty, with over 15,000 physicians providing individualized care. backed via the Sisters of Charity of the Incarnate notice in Houston and San Antonio and the Sisters of the Holy household of Nazareth, our mission is to prolong the healing ministry of Jesus Christ to each particular person we serve.
groups are built on the experiences they provide, and each day tens of millions of those experiences are developed with the aid of Avaya (avaya.com). For over 100 years, we’ve enabled businesses everywhere to win via developing intelligent communications experiences for customers and employees. Avaya builds open, converged and resourceful options to enhance and simplify communications and collaboration in the cloud, on-premise or a hybrid of both. To grow your company, we’re dedicated to innovation, partnership, and a relentless focus on what’s subsequent. We’re the technology business you trust to support you bring Experiences that count number.
Cautionary notice regarding forward-searching StatementsThis document carries definite “ahead-searching statements.” All statements other than statements of historical reality are “forward-looking” statements for functions of the U.S. federal and state securities laws. These statements may well be recognized by the use of forward searching terminology such as "anticipate," "consider," "proceed," "may," "estimate," "expect," "intend," "may also," "might," “our imaginative and prescient,” "plan," "potential," "preliminary," "predict," "should still," "will," or “would” or the bad thereof or other variations thereof or related terminology and encompass, but don't seem to be restrained to, anticipated cash savings and statements about increase, alternate checklist and enhanced operational metrics. The enterprise has based these forward-searching statements on its current expectations, assumptions, estimates and projections. whereas the enterprise believes these expectations, assumptions, estimates and projections are low cost, such ahead-searching statements are most effective predictions and contain prevalent and unknown hazards and uncertainties, a lot of which can be past its control. The factors are mentioned in the business’s Registration observation on kind 10 filed with the Securities and alternate commission, could cause its precise consequences, efficiency or achievements to vary materially from any future consequences, performance or achievements expressed or implied by using these ahead-looking statements. For an additional record and outline of such risks and uncertainties, please confer with the business’s filings with the SEC that are available at sec.gov. The enterprise cautions you that the listing of crucial factors included in the enterprise’s SEC filings may no longer contain all the material factors which are essential to you. moreover, since these risks and uncertainties, the concerns referred to in the ahead-looking statements contained in this file might also not in reality turn up. The business undertakes no duty to publicly replace or revise any forward-searching commentary because of new assistance, future movements or otherwise, apart from as otherwise required by law.
All emblems recognized by way of ®, TM, or SM are registered marks, trademarks, and repair marks, respectively, of Avaya Inc. All different trademarks are the property of their respective homeowners.
Contact: Kay Kiser - CHRISTUS HEALTHE: Katy.kiser[.]christushealth.org.
Avaya has begun promoting its cloud-based mostly unified communications and make contact with core platforms through a self-carrier web site. The online store's launch this week may still aid the supplier greater compete out there for public cloud capabilities.
Avaya is still one of the greatest UC and contact core vendors within the trade, with greater than one hundred forty million on-premises clients. but the seller became slow to Avaya cloud products and spent most of 2017 in bankruptcy court to restructure extreme debt.
the new web site is a big milestone because it gives companies with a simple way to purchase products from Avaya's portfolio of UC and call middle products for multi-tenant clouds. The site also gives channel companions new equipment for reaching out to skills customers.
The UC providing is a public cloud-primarily based edition of the dealer's flagship IP workplace platform. Avaya grew subscriptions to this product from 40,000 seats to 200,000 seats in fiscal 2018, in keeping with the enterprise's newest fiscal disclosure.
The contact middle, additionally accessible through a public cloud, is according to the technology of Spoken Communications, which Avaya bought in early 2018. Avaya started selling this product to the established public under the Avaya cloud company this week.
thus far, Avaya has bought primarily private cloud items, which are more expensive than public clouds and frequently enchantment to bigger corporations that need a excessive diploma of customization. The significant majority of the 3.5 million Avaya cloud seats are in inner most clouds.
within the public cloud market, also referred to as the unified communications as a provider (UCaaS) market, Avaya trails legacy competitors Cisco and Mitel, as well as pure-cloud learners equivalent to RingCentral and 8x8, in keeping with the newest analysis through Synergy analysis community and Avaya's public disclosures.
Avaya plans to make use of the new online store to goal small and midsize business, a divergence from its normal center of attention on the enterprise market. In an earnings name with investors remaining week, Avaya CEO Jim Chirico pointed out two-thirds of its 2,000 midmarket purchasers had been new as of this yr.
Cisco also these days launched a crusade focused on the midmarket with cloud UC and contact center products it got from BroadSoft, bundled with the Cisco Webex cloud-primarily based collaboration suite.
Avaya is calling to reverse a yearlong decline in UC revenue. Product income from that phase turned into 7% lessen in the fourth quarter of 2018 than it was all the way through the same duration remaining 12 months, whereas total UC income changed into down 1% on the yr.
team collaboration continues to be a weak spot in Avaya's portfolio. besides cloud-based mostly phone techniques, businesses are more and more looking to purchase cloud-primarily based apps for instant messaging, file sharing and on-line meetings. vendors leading the turning out to be market encompass Cisco, Microsoft and Slack.
Microsoft and Cisco have integrated cloud PBX systems with the team collaboration apps Microsoft teams and Cisco Webex teams. Avaya, in the meantime, continues to be within the procedure of rebranding Zang spaces as Avaya areas, and barely mentions the product.
Avaya has additionally yet to combine its cloud UC and make contact with center systems, an initiative the business said it could work on in 2019.
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SANTA CLARA, CA--(Marketwired - Jan 28, 2014) -
Avaya today announced Avaya IP Office Contact Center to bring affordable, multichannel contact center functionality to midsize businesses. Purpose-built for the Avaya IP Office platform to enable voice, email and chat capabilities for contact centers with 5 -100 agents, Avaya IP Office Contact Center provides midsize businesses with Avaya's expertise in customer experience management in a solution that is flexible, easy to use, maintain and administer.
A contact center offers valuable benefits to any size company by making it easier for customers to access information and resources. Customers want a low-effort, effective service experience through any channel they wish to use: An Avaya survey demonstrated that more than 80 percent of people are likely to continue doing business with a company that provides a good experience, but 66 percent of consumers are likely to stop spending money with a company as a result of a bad one.
For midmarket companies, however, smaller budgets and limited IT resources have challenged their ability to find true, multichannel contact center solutions that fit their needs for affordability and low-risk integration, as well as ease of deployment and management.
Avaya IP Office Contact Center blends the expertise gained through 50,000 contact center deployments covering more than six million agents with the company's growing command of the midmarket. With Avaya IP Office Contact Center, midsize companies can now simply and effectively manage inbound and outbound multichannel customer interactions.
Designed to work as an integral part of Avaya IP Office 9.0 platform that offers rich unified communications and video collaboration, Avaya IP Office Contact Center offers:
Avaya IP Office Contact Center enables Avaya Connect channel partners to sell more complete solutions to a broader group of customers.
Avaya IP Office Contact Center will be available in the U.S., Canada, U.K., Australia, New Zealand, and India on February 28, 2014.
Quotes "Contact center capabilities are highly beneficial for building and maintaining customer relationships. Until now, however, complexity and cost put these capabilities out of the reach of many small and midsize businesses. With our new Avaya IP Office Contact Center, we've recognized and addressed that different size contact centers tend to have different requirements. This purpose-built multichannel solution is a combination of the robust features these customers need, with the simplicity and value they've come to expect from IP Office."Mark Monday, vice president and general manager, Collaboration Platforms
"Traditional 'call center' solutions can't support the demand for multichannel contact options, such as email and web chat. That said, complexity and cost can be barriers for midsize companies. Avaya IP Office Contact Center enables us to offer new and existing IP Office customers a comprehensive feature set at an affordable price. With just a few part numbers it is simple to configure and installs quickly and easily. Now our customers are able to serve their customers -- faster, efficiently and affordably. "Craig Allan, COO, Mountain West Telecom
"Midsize firms have a real challenge when it comes to maintaining effective customer contact. They don't have the close relationships with their customers that the smallest firms have and they lack the resources that the largest firms have in building expensive comprehensive contact centers. Avaya IP Office Contact Center brings to midsize firms the key capabilities they need to provide the personal contact support that customers look for. In particular the multichannel capability means that a firm can engage with customers in the ways they prefer -- voice, email, or chat. That's the starting point for any successful customer interaction."Ray Boggs, VP SMB Research, IDC
Tags: Avaya, IP Office, midsize business, contact center, customer experience management, CEM, virtualization, SMB, midmarket, channel
About Avaya: Avaya is a global provider of business collaboration and communications solutions, providing unified communications, contact centers, networking and related services to companies of all sizes around the world. For more information please visit www.avaya.com.
Certain statements contained in this press release are forward-looking statements. These statements may be identified by the use of forward-looking terminology such as "anticipate," "believe," "continue," "could," "estimate," "expect," "intend," "may," "might," "plan," "potential," "predict," "should" or "will" or other similar terminology. We have based these forward-looking statements on our current expectations, assumptions, estimates and projections. While we believe these expectations, assumptions, estimates and projections are reasonable, such forward looking statements are only predictions and involve known and unknown risks and uncertainties, many of which are beyond our control. These and other important factors may cause our actual results, performance or achievements to differ materially from any future results, performance or achievements expressed or implied by these forward-looking statements. For a list and description of such risks and uncertainties, please refer to Avaya's filings with the SEC that are available at www.sec.gov. Avaya disclaims any intention or obligation to update or revise any forward-looking statements, whether as a result of new information, future events or otherwise.
Follow Avaya on Twitter, Facebook, YouTube, and LinkedIn.
SOURCE: Avaya Inc.
July 22, 2008 07:30 ET
BASKING RIDGE, NJ--(Marketwire - July 22, 2008) - ImpreMedia, the No. 1 Hispanic news and information company in the United States in online and print, is using IP technology from Avaya Inc. to improve contact center and customer service operations at its offices in Los Angeles, where it publishes La Opinión; in New York City, where it publishes El Diario La Prensa; and in Chicago, where it publishes La Raza. Avaya is a leading global provider of business communications applications, systems and services.
The company wanted an affordable, Internet Protocol (IP) communication system with call center capabilities whose operations they could easily monitor and manage. ImpreMedia chose Avaya IP Office, Avaya's flagship voice and data communications system for small and medium businesses. According to Bob Mason, chief technology officer, ImpreMedia, IP Office gives his company a better handle on its call center productivity in offices located in three different markets across the country. With IP Office, ImpreMedia is also able to quickly, easily and economically provide its employees in additional, smaller and remote offices with the communications tools they need to do their jobs.
In Los Angeles, employees at La Opinion use a mix of Avaya digital and IP phones. Forty call center agents at the main call center office downtown, or in a small office in the suburbs, handle customers' orders and solicit new business for classified advertisements.
"Our ad agents work together as if they're in one place, and our managers can remotely monitor call traffic on agents' PCs and allocate work to agents who aren't so busy. We now have a better perspective on our operations, and our customer calls are answered faster and more efficiently," Mason said. "Plus, our managers, who actually administer three call centers -- classified ads, accounting and IT -- can monitor all of the centers real-time and proactively reallocate resources to address calling patterns." The Los Angeles contact center uses Avaya call recording software to keep a record of its calls. Third-party software from Computer Instruments, a member of Avaya's DeveloperConnection program, automatically calls prospective customers for ads and then connects the calls to available agents, who then manage the calls.
ImpreMedia also wanted key employees in Los Angeles -- such as those responsible for customer service or sales -- to be productive while mobile. Now, employees with Avaya IP phones can have their incoming calls ring simultaneously on any other phone, including their mobile phones. Employees can now answer calls on the mobile phone, and once they return to their office can continue the conversation on their IP Office phone, accessing all of the system's features, such as hold, conference, transfer, speed dial and other features. "These employees can also send their voice messages to their PCs or PDAs, where they read and respond to the message, even if they're out of the office or on the road, which minimizes lost calls and improves our customer service," Mason said.
ImpreMedia recently also chose IP Office for its El Diario office in the borough of Brooklyn, N.Y. "We were relocating to a new office, and it just made sense to choose IP, since it's saving us money and helping us better serve our clients, and even greater sense to standardize on IP Office," Mason said. "Soon, we plan to network our Los Angeles, Chicago and New York offices, and have four-digit dialing across these locations, so employees can contact each other faster. We also expect to save money on long-distance calls, especially on the huge volume of calls between our two largest newspapers in California and New York."
ImpreMedia also plans to use IP Office's contact center for its Brooklyn office, where one person currently takes calls from customers and routes the call to the appropriate person. "We know we'll see a huge up tick in productivity and customer satisfaction," Mason said. He also plans to save more money by routing calls from Los Angeles to its East coast tabloid, Hoy Nuevo York, through its El Diario office in Brooklyn. "Then, instead of a long distance call, the IP Office in Los Angeles will call our IP Office in Brooklyn, which will call our Hoy office -- and we'll pay for a local call, instead of a long distance call," he said. "Clearly, IP Office is an important element in our plan to reduce our costs and increase our productivity and customer service."
El Diario's team of executives at the publication's new, corporate headquarters in Manhattan has Avaya IP VPN phones that link them to the IP Office at El Diario in Brooklyn. "Some executives have offices in both Brooklyn and Manhattan," Mason said. "With the Avaya IP phones, these managers can log into their phone at either location and get the same secure, reliable access anywhere." A handful of employees who also need to work remotely have the Avaya IP VPN phone at home. The phones connect to IP Office lines and trunks and provide employees all the capabilities they have at their main office. A VPN gateway is not needed at the remote location (only at the main office), which saves the cost and headache of adding more hardware.
ImpreMedia used its Chicago office as the company's test site for IP. In the La Raza office, which migrated to IP Office two years ago, five agents in the classified department use the built-in contact center application of IP Office to answer and make calls to clients. With IP Office, the agents can capture customer information in a group mailbox, and callers can leave messages via phone or a Web-browser interface. Callers can also ask to speak to a live agent or request a callback. These requests pop up on agents' PC screen immediately, which improves customer service.
ImpreMedia's IT staff, which is based in Los Angeles, will soon administer all three IP Office systems across the country, easily performing changes such as re-allocating extensions or changing greetings that customers hear when they call the newspapers.
ImpreMedia's IP Office was configured by Converged Communication Systems, a certified member of Avaya's BusinessPartner program and an Avaya "SMB Expert" reseller. Converged Communication Systems' technical experts recently achieved Avaya Certified Expert (ACE) certification, which is the highest certification for Avaya resellers. Avaya certification validates the knowledge and skills associated with Avaya products and their underlying technologies, which enable professionals to effectively sell, design and implement powerful converged communication solutions.
Avaya delivers Intelligent Communications solutions that help companies transform their businesses to achieve marketplace advantage. More than 1 million businesses worldwide, including more than 90 percent of the FORTUNE 500®, use Avaya solutions for IP Telephony, Unified Communications, Contact Centers and Communications-Enabled Business Processes. Avaya Global Services provides comprehensive service and support for companies, small to large. For more information visit the Avaya Web site: http://www.avaya.com.
About Converged Communication Systems
Converged Communication Systems, LLC, is a full end-to-end sales, service, support (installation, additions, upgrades, programming, and training), and in-house maintenance company providing solutions to small and medium sized single site or multiple site businesses. Converged designs, builds, manages, and implements voice and data networks for clients from coast to coast. Focused on the Avaya product line, CCS is an Avaya EXPERT certified partner and is a top partner in the SMB segment. From standard phone systems, to hybrids, and IP systems, Converged Communication Systems has a flexible line of solutions to fit any company. Recognized for a number of awards, achievements, and certifications, CCS' staff of in-house support professionals is fully certified and on-call to assist customers. For more information visit the CCS website: www.convergedsystems.com.
ImpreMedia is the nation's leading Hispanic news and information company, online and in print. ImpreMedia provides advanced multi-platform media solutions for marketers to reach the rapidly growing and influential Hispanic market. Operating 26 online and print properties specifically targeted at the U.S. Hispanic population, ImpreMedia recently announced the launch of the multi-media national Latino web destination, www.impre.com, which combined with the company's print properties, reaches 41% of all U.S. Hispanic adults every month. ImpreMedia is also the nation's largest Hispanic newspaper publisher with publications in the top 10 Hispanic markets, reaching 17 markets in total, which represent 65% of the U.S. Hispanic population. Leading publications include La Opinion in Los Angeles and El Diario La Prensa in New York. For more information, visit their website at: www.impremedia.com.
ImpreMedia portals and publications websites: www.impre.com, www.lavibra.com, www.impreautos.com, www.laopinion.com, www.eldiariony.com, www.hoynyc.com, www.laraza.com, www.laprensafl.com, www.elmensajero.com, www.diariosrumbo.com, www.vistamagazine.com, and www.contigola.com.
Avaya has added the unified communications client Avaya Equinox to IP Office, the company's telephony system for...
small and midsize businesses. The vendor also refreshed the user interface of Equinox to incorporate cloud-based team collaboration applications from Zang, marking Avaya's first significant campaign to increase adoption of products from its internal offshoot.
Zang's online applications are a crucial piece of Avaya's strategy to attract more SMBs as it tries to regain profitability following its bankruptcy last year. At the same time, Avaya is nudging its 26 million IP Office users to the cloud by shipping online-only versions of Equinox's team collaboration and online meeting features.
"We're being quite explicit in the midmarket about UC for our customers," said Scott Hanwell, a senior manager of product marketing at Avaya. "Whether they are in the cloud today or whether they are on prem, the UC portion of their solution will come from the cloud."
Avaya is positioning Avaya Equinox to succeed Avaya Communicator and Avaya one-X Mobile as its primary UC and mobility client for businesses of all sizes. The vendor added Equinox to its product line for large enterprises, Avaya Aura, last year.
With the 11.0 release of Avaya IP Office this week, the vendor added support for its Vantage and J-Series desktop phones. It also added a new analytics and reporting tool for businesses, Avaya Chronicle, and a new cloud management system for channel partners, Cloud Operations Manager.
"Overall, the recent enhancements make Avaya more competitive in the SMB and midmarket space in general, and as a provider of cloud/hosted solutions for partners catering to that customer segment," said Elka Popova, an analyst at Frost & Sullivan.Avaya Equinox adds team collaboration, online meetings
Avaya launched Equinox more than a year ago as a softphone client for calling and instant messaging, accessible from computer desktops and mobile devices, as well as through web browsers and third-party applications.
The vendor this week launched a new Equinox user interface that incorporates messaging and meetings from Zang Spaces, an online team collaboration service that Avaya and Zang developed to compete against platforms such as Microsoft Teams and Cisco Webex Teams.
The integration will let users access Spaces from Equinox with one click. The Equinox calendar will display upcoming events scheduled in Spaces, for example, but users will still have to toggle to the Spaces web browser to make full use of the platform.
When Avaya IP Office and Avaya Aura customers download the latest Equinox software, Avaya will suggest they test out the freemium version of Zang Spaces. The vendor is in the process of developing a way to make it easier for channel partners selling Avaya telephony to provision Spaces accounts on behalf of their customers, Hanwell said.
Avaya has also better integrated the softphone client with Equinox Meetings Online, a cloud-based web conferencing platform. Users will now be able to start ad hoc online meetings from Equinox.
The new features should help Avaya compete with platforms such as Microsoft Teams and RingCentral Glip, which also bring together UC and team collaboration, Popova said. "By adding Spaces to Equinox/IP Office, Avaya boosted its value proposition and competitive edge," she said.
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