|Exam Name||:||Avaya Aura Contact Center Administration(R)|
|Questions and Answers||:||61 Q & A|
|Updated On||:||April 24, 2019|
|PDF Download Mirror||:||Pass4sure 3300-1 Dump|
|Get Full Version||:||Pass4sure 3300-1 Full Version|
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SANTA CLARA, Calif.--(company WIRE)--Avaya Holdings Corp. (NYSE:AVYA), the area’s leading provider of contact center options, and Afiniti, the area’s leading company of AI-primarily based behavioral pairing options, nowadays introduced a strategic partnership to improve commercial enterprise consumer adventure and speak to middle efficiency via a distinct integration of synthetic intelligence into contact middle routing technology.
this primary-of-its-type collaboration will natively combine Afiniti enterprise Behavioral Pairing™ with the market-main, Avaya Contact core platform on which business purchasers everywhere rely for reliability at scale.
Afiniti enterprise Behavioral Pairing discovers and predicts patterns of interpersonal habits to optimally pair valued clientele with agents. With over ninety patents, Afiniti’s know-how examines information and commercially accessible assistance tied to customer id to determine patterns of a success behavioral interactions and applies these patterns in true time to force improvements in fitness, business profitability, and client pride.
“each commercial enterprise is looking to get more out of their contact core, and AI is the next most important shift within the means contact facilities operate,” said Jim Chirico, Avaya President and CEO. “Working with Afiniti provides a unique, proven AI providing, and is one more illustration of Avaya investing in transformative technologies to carry unparalleled contact middle efficiency to agencies world wide.”
“This partnership highlights the shift within the communications and collaboration marketplaces against artificial intelligence and desktop learning technologies as a transformational device for colossal organizations,” stated Zia Chishti, Afiniti CEO and Founder. “nowadays, Afiniti’s AI is assisting to retailer lives and delivering billions of dollars in profitability to our international purchasers. Our new partnership and native integration with Avaya will speed up the pace at which our joint purchasers will power exactly measurable cost to their shareholders and clients.”
Watch the video of Jim Chirico, Avaya and Zia Chishti, Afiniti right here.
Optimizing interactions between shoppers and brokers results in stronger delight and loyalty, improved great of life, and superior income and profitability. IDC estimates that the worldwide value of income and value transactions flowing during the contact core in 2018 will be about
$5 trillion, reflecting alternatives in healthcare, telecommunications, travel, hospitality, utility, coverage, banking, among different industries with large, buyer-dealing with operations. Avaya and Afiniti are partnering to optimize this market probability.*
“The native integration between Avaya and Afiniti will allow contact center consumers to quite simply set up artificial intelligence expertise to achieve measurably greater company consequences,” noted Dr. E. Brent Kelly, foremost Analyst, KelCor, Inc. “This solution can also be utilized to a large number of contact middle enterprise metrics together with enhancing revenue, lowering prices and increasing client pride and is primarily attractive as Afiniti reduces customer chance by using an influence based mostly pricing mannequin.”
Integrating the Afiniti business Behavioral Pairing technology into Avaya’s market-leading outbound and inbound voice routing options, Avaya air of mystery® Contact core Elite, Avaya Proactive Outreach manager and Avaya Oceana®, extends the price of purchasers’ present Avaya funding whereas including enormously impactful AI capabilities.
study more about the Avaya and Afiniti strategic partnership in the blog right here.
This partnership will convey an AI version of Avaya air of secrecy call center Elite in the third quarter this yr, enabling agencies to improvement from Behavioral Pairing for each on-premises and cloud deployments. Following this might be integration with Avaya Proactive Outreach manager and Avaya Oceana.
Afiniti remains a charter member of the A.I.connect, an Avaya-led initiative that brings collectively an ecosystem of carriers and developers taking an lively part in building AI-pushed options. A.I.connect is accelerating the adoption of AI solutions in contact core and unified communications solutions.
*IDC analysis commissioned via Afiniti, and Afinti analysis
Avaya is a worldwide chief in digital communications application, functions and devices for agencies of all sizes. Our open, clever and customizable solutions for contact facilities and unified communications offer the flexibility of Cloud, on-premises and hybrid deployments. Avaya shapes intelligent connections and creates seamless communique experiences for our customers, and their purchasers. Our skilled planning, help and management functions teams help optimize solutions, for particularly official and efficient deployments. Avaya Holdings Corp. is traded on the NYSE beneath the ticker AVYA. For greater suggestions, please talk over with www.avaya.com
Afiniti commercial enterprise Behavioral Pairing™ uses synthetic intelligence to establish refined and valuable patterns of human interaction so as to pair people on the basis of conduct, resulting in more a success interactions and measurable increases in business profitability. Afiniti operates all the way through the world, and has measurably pushed billions of greenbacks in incremental cost to its consumers.
Afiniti has over 150 deployments in primary companies throughout a number sectors, together with telecommunications, insurance, financial capabilities, hospitality and healthcare, and has optimized greater than 600,000 brokers and seven hundred million shoppers. Afiniti’s technology perpetually learns and improves, analyzing 1.3 million interactions daily to refine its pairings. For extra information, please consult with http://www.afiniti.com
Cautionary be aware regarding ahead-searching Statements
This doc consists of definite "ahead-searching statements." All statements other than statements of ancient truth are "ahead-searching" statements for applications of the U.S. federal and state securities laws. These statements can be recognized by the use of forward searching terminology akin to "expect," "trust," "proceed," "may," "estimate," "predict," "intend," "may also," "might," "our vision," "plan," "advantage," "preliminary," "predict," "may still," "will," or "would" or the negative thereof or different variations thereof or comparable terminology and consist of, however are not restricted to, anticipated characteristic releases, statements about future products, anticipated cash savings and statements about growth, alternate checklist and improved operational metrics. The company has based mostly these forward-looking statements on its current expectations, assumptions, estimates and projections. whereas the business believes these expectations, assumptions, estimates and projections are comparatively cheap, such forward-looking statements are only predictions and contain familiar and unknown dangers and uncertainties, many of that are beyond its manage. The components are mentioned in the business's Registration remark on form 10 filed with the Securities and alternate commission, can cause its actual consequences, performance or achievements to vary materially from any future results, performance or achievements expressed or implied by using these forward-searching statements. For an additional checklist and outline of such risks and uncertainties, please discuss with the company's filings with the SEC that can be found at www.sec.gov. The enterprise cautions you that the record of crucial components protected within the company's SEC filings may additionally now not include all the material elements which are critical to you. additionally, in mild of these dangers and uncertainties, the concerns referred to within the forward-looking statements contained during this report may not basically happen. The enterprise undertakes no obligation to publicly replace or revise any forward-looking observation on account of new advice, future routine or otherwise, apart from as in any other case required by using legislations.
supply: Avaya Newsroom
Avaya launched Avaya charisma Contact center, a multimedia work assignment application for mid-sized contact facilities that connects consumers, agents, and experts. The utility makes use of voice, video, email, or net chat to help organizations control consumer journey, agent productiveness, and cost-rate reductions inside contact facilities.
Avaya air of secrecy Contact middle seeks to enhance client journey with Session Initiation Protocol (SIP)-primarily based communications. This "more requirements-based mostly strategy to IP infrastructure helps with interoperability across the enterprise,” says Sheila McGee-Smith, president and main analyst at McGee-Smith Analytics, LLC. “Over an SIP network, the use of SIP trunking, we then send that name to the most beneficial accessible resource whether that be someone in Chicago…or an authority in Paris. [SIP creates a truly virtual contact middle across an commercial enterprise.”
In a statement to the clicking, Drew Kraus, analysis vice president of Gartner, spoke of, "[SIP] makes multimodal client service extensively available, as a substitute of restrained to simply large-budget contact centers. With endured adoption of multi-modal contact facilities, and an evolving social media space, SIP is a becoming area of interest for organizations."
by using incorporating SIP, as well as a customer's previous background, Avaya aura Contact middle hopes to create collaborative classes in customer care. In making a extra holistic customer event, Avaya seeks to enhance first-name resolution and increase client satisfaction. Avaya air of secrecy Contact middle's unified laptop allows agents to simultaneously manage one voice and 5 non-voice interactions.
within chat, Avaya charisma Contact middle can additionally realize context-sensitive key words that are matched with automatic responses, speeding up agent interaction. Avaya charisma Contact middle can also create a listing of consultants who can be reached by the use of voice or IM, thereby cutting back search time for agents.
Avaya has additionally lately released and upgraded several key products. air of mystery personnel Optimization (WFO) allows for Avaya consumers to record and monitor agent audio and display undertaking. Proactive Outreach manager (POM) is designed to permit clients to location all multimedia interactions on a single platform to increase outbound notification. Avaya has these days upgraded its Avaya IQ answer and adjustments had been made to the air of mystery name core Elite applicaiton; Avaya IQ 5.1 enables for an extended capability of 900 clients and air of mystery name middle Elite 6.0 offers more suitable ability for massive firms, as well as adaptive, predictive routing capabilities.
You may also depart a public comment involving this text by using clicking on "comments" under.
Avaya call core 5.0 facets New Capabilities
21 Jan 2008
The telecommunications powerhouse guarantees the new liberate will aid groups improve the overall consumer adventure -- and reduce fees.
01 Jun 2006
VoIP protocol SIP's advantage within the contact center comes with each advantages and caveats.
Avaya Takes a SIP
31 Mar 2009
To streamline and increase customer service, Avaya unveils new contact middle options designed across the architecture of the session initiation protocol.
Avaya Takes a fresh seem to be on the Midmarket
11 Jun 2009
industry pundits say the newest initiatives will help the company play catch-up.
Avaya Scales for Small organizations
03 Oct 2009
Pundits and business executives agree with that the brand new IP workplace 5 expands functionality whereas enhancing simplicity -- two factors deemed must haves for success during this sector.
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MINNEAPOLIS, May 28, 2014 (GLOBE NEWSWIRE) -- via PRWEB - Calabrio, a leading provider of contact center workforce optimization (WFO) and analytics software, today announced continued expansion of its award-winning Calabrio ONE Workforce Optimization Suite in the Avaya marketplace by directly integrating its software with the Avaya Aura Contact Center (AACC), including the Communications Server 1000 platform.
Calabrio's latest direct integration extends the flexibility, functionality and long-term benefits of its user-centric WFO software to new and existing Avaya Aura Contact Center users, without forcing infrastructure upgrades, like automatic call distributor (ACD) hardware.
"We are committed to the Avaya community, and believe companies should have a choice in both hardware and software. Our direct software integration with AACC puts customers in control," said Tom Goodmanson, president and chief executive officer of Calabrio. "We pride ourselves on creating WFO software with a flexible and modern architecture that allows us to seamlessly integrate with any ACD."
Calabrio's direct software integration with the Avaya Aura Contact Center adds to its list of integrations offered, which include the Avaya Aura Call Center Elite on the Communications Manager platform.
Named a Visionary Vendor for the second consecutive year by Gartner*, Calabrio's integrated WFO suite provides the contact center with a modern, reliable and flexible software platform. Calabrio ONE offers users with a consistent experience and interface across call recording, quality management, workforce management; and speech, text and desktop analytics solutions.
Calabrio is a gold member of the Avaya DevConnect program; part of the Avaya program since 2008. The Avaya DevConnect program enables businesses to confidently add best-in-class capabilities to their network, speed deployment of new applications and reduce both network complexity and implementation costs.
A complete list of product announcements, industry accolades and other company news is available in Calabrio's Media Center.
For more information about Calabrio and Calabrio ONE, visit http://www.calabrio.com.
About Calabrio, Inc.
Calabrio, Inc. develops and markets Calabrio ONE®, a comprehensive suite of contact center workforce optimization software that's easy to implement, use and maintain. Calabrio ONE includes call recording, quality assurance, workforce management, speech analytics, desktop analytics and performance-based dashboards and reporting. Calabrio ONE is flexible – providing product bundles and add-ons that make it easy for customers to begin with the right set of applications and features for their business today, then build on their success with new applications and features as their business matures and their needs evolve. Calabrio ONE is built on a modern architecture that allows the contact center to integrate new applications easily, as well as personalize and optimize the desktop toolset for each user – agents, supervisors, managers, knowledge workers and executives. Calabrio is a gold member of the Avaya DevConnect program. Find news and information at http://www.calabrio.com.
Follow Calabrio on Twitter at: http://www.twitter.com/calabrio
Calabrio, Calabrio ONE and the Calabrio logo are registered trademarks or trademarks of Calabrio, Inc. All other trademarks mentioned in this document are the property of their respective owners.
*Gartner, Inc., Magic Quadrant for Contact Center Workforce Optimization, Jim Davies, November 20, 2013. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
This article was originally distributed on PRWeb. For the original version including any supplementary images or video, visit http://www.prweb.com/releases/2014/05/prweb11888967.htmHaberman for Calabrio Tim Nelson +1 612-436-5543
Avaya, a global provider of business collaboration and communications solutions and services, today announced an agreement with TeleTech Holdings, Inc TTEC, -1.31% a leading global provider of analytics-driven, technology-enabled customer engagement solutions, to launch a new cloud offering based on Avaya's Customer Experience Management (CEM) solution.
The agreement enables TeleTech to host Avaya applications in its US-based data centers, allowing the company and its subsidiaries to deliver sophisticated Contact Center as a Service (CCaaS) solutions to their end customers. The new model is expected to significantly broaden TeleTech's industry-leading focus on customer experience management solutions for businesses with new highly flexible options for enterprise and SME clients.
TeleTech will leverage the virtualized capabilities of the Avaya Aura(R) platform to deliver private, public and hybrid cloud offerings to its clients. The Avaya Aura platform includes Communication Manager, Contact Center Elite, Avaya Call Recording and Elite multi-channel applications. TeleTech will be able to extend this robust contact center feature set of tools, applications and services to its clients in a simple, pay-as-you-use monthly utility pricing model. The shift to a operating expense model will offer TeleTech clients greater flexibility to scale up and down with business needs and better manage financial impacts.
As part of the Avaya solution, the Avaya Control Manager (ACM) will provide TeleTech with granular multi-tenant administration through roles-based access management that includes provisioning, license usage tracking, profile usage for output to billing, and historical cradle-to-grave contact center reporting.
Quotes "Clients are seeking ways to improve their customer experience with sophisticated new capabilities, but also reduce complexities and costs by transforming their operational and financial business models. We believe the TeleTech cloud powered by Avaya is an ideal solution for our clients, providing the freedom to select the services, tools and applications they require on their terms and on their timelines in order for their businesses to flourish." Brian Shepherd, executive vice president, TeleTech Customer Technology Services
"Cloud service providers have a growing range of technologies and a variety of requirements to accommodate on behalf of their business clients. This means clients and service providers need flexibility in applications and cloud delivery models, scalability and financing. Avaya's partner hosted CEM solution provides that flexibility, helping service providers like TeleTech to build profitable, long-term relationships with their clients and end customers." Joe Manuele, vice president, Global Service Providers, System Integrators and Cloud, Avaya
Tags Avaya, contact center, contact center as a service, CCaaS, CEM, customer service, customer experience management, collaborative cloud, TeleTech, TSG.
About TeleTech TeleTech, founded in 1982, is a leading global provider of analytics-driven, technology-enabled services that puts customer engagement at the core of business success. The Company offers an integrated platform that combines analytics, strategy, process, systems integration, technology and operations to simplify the delivery of the customer experience for Global 1000 clients and their customers. This holistic multichannel approach improves customer satisfaction, increases customer loyalty and drives long-term profitability and growth. From strategic consulting to operational execution, TeleTech's over 40,000 employees speaking over 50 languages deliver results for clients in the automotive, communications and media, financial services, government, healthcare, technology, transportation and retail industries. Through the TeleTech Community Foundation, the Company leverages its innovative leadership to ensure that students in underserved communities around the globe have access to the tools and support they need to maximize their educational outcomes. For additional information, please visit www.teletech.com and www.4tsg.com.
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 and TeleTech's filings with the SEC that are available at www.sec.gov. Avaya and TeleTech disclaim 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, LinkedIn, Flickr, and the Avaya Connected BlogAvaya Media Contact Deb Kline Avaya P: +1 908.953.6179 E: firstname.lastname@example.org TeleTech Media Contact Jeanna Blatt TeleTech P: +1 303.397.8507 E: email@example.com
SOURCE: Avaya Inc.
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(pictured above: Spoken Communications President & CEO Mohamad Afshar, left, with Avaya President & CEO Jim Chirico)
**Editor’s Note: Please click here for a recap of the biggest channel-impacting merger and acquisition news from November and December.**
AVAYA ENGAGE — Fresh out of chapter 11 bankruptcy, Avaya opened its annual Engage conference Monday in New Orleans by announcing it is acquiring Spoken Communications, a provider of enterprise contact-center-as-a-service (CCaaS) offerings.
The conference, Avaya’s biggest Engage ever, has drawn more than 3,000 partners and customers to the Big Easy. Jim Chirico, Avaya’s president and CEO, told attendees the “rumors of Avaya’s death have been greatly exaggerated.”
“We’re back and stronger than ever,” he said. “When someone knocks you down, it’s how you get up and how you carry yourself that matters. It’s a new day, it’s a new team, it’s a new company. We’re at the beginning of the journey, and we look forward to helping guide you on yours.”
Last month, Avaya emerged from chapter 11 bankruptcy with about $350 million in cash and a little less than half of the debt it had when it filed last January. And earlier this month, Avaya officially became a publicly traded company on the New York Stock Exchange (NYSE).
Chirico said the following are among Avaya’s key focus areas: transforming the company to drive revenue growth; developing compelling plans for taking immediate action; building a “world-class organization that attracts the best talent”; innovating so it can provide partners and customers with a competitive advantage; and being “customer-led in everything we do.”
Avaya will spend more on R&D, people and processes, and possibly more M&A, he said.
“We’re playing to win,” Chirico said. “We’re going to be aggressive.”
The Spoken acquisition, which includes more than 170 patents and patent applications, will be funded by cash on hand. It follows on the heels of a co-development partnership formed by Avaya and Spoken last year to provide CCaaS offerings to Avaya’s business process outsourcing customers.
Terms of the deal, which is expected to close this quarter, were not disclosed.
Spoken Conversation Center, Spoken’s CCaaS, provides a set of artificial intelligence (AI)-enabled conversational services from a globally available cloud-first platform that contact centers use to analyze, learn from and respond to customer conversations. Spoken’s cloud-native, multitenant architecture is integrated with Avaya Aura and Elite technologies. As a result, it also provides an architecture for both Avaya’s omnichannel offerings, such as Oceana, and it’s UCaaS.
Chirico said the Spoken deal is a “game-changer and certainly differentiates us from the past.”
“This marriage enables you, our customers and partners, to really evolve to the cloud at the pace that you want with the latest technologies to leapfrog everyone else and do great things,” said Mohamad Afshar, Spoken’s president and CEO. “Our successful partnership has demonstrated that working together, Avaya and Spoken can deliver a compelling, cloud-native CCaaS portfolio for Avaya customers that offers every customer, from small and midmarket businesses to global enterprises, a seamless path to …
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