|Exam Name||:||Avaya Aura Contact Center Maintenance(R) and Troubleshooting|
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|Updated On||:||April 24, 2019|
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3301-1 exam Dumps Source : Avaya Aura Contact Center Maintenance(R) and Troubleshooting
Test Code : 3301-1
Test Name : Avaya Aura Contact Center Maintenance(R) and Troubleshooting
Vendor Name : Avaya
Q&A : 55 Real Questions
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SANTA CLARA, Calif.--(company WIRE)--Avaya Holdings Corp. (NYSE:AVYA), the realm’s main issuer of contact middle solutions, and Afiniti, the area’s main company of AI-based behavioral pairing solutions, these days announced a strategic partnership to increase enterprise consumer experience and phone middle performance via a distinct integration of synthetic intelligence into contact core routing technology.
this primary-of-its-variety collaboration will natively combine Afiniti enterprise Behavioral Pairing™ with the market-main, Avaya Contact middle platform on which commercial enterprise purchasers world wide rely for reliability at scale.
Afiniti business Behavioral Pairing discovers and predicts patterns of interpersonal conduct to optimally pair purchasers with brokers. With over ninety patents, Afiniti’s know-how examines statistics and commercially attainable information tied to customer identification to assess patterns of a success behavioral interactions and applies these patterns in actual time to force improvements in health, business profitability, and customer delight.
“each enterprise is looking to get more out of their contact middle, and AI is the next principal shift in the method contact facilities function,” referred to Jim Chirico, Avaya President and CEO. “Working with Afiniti provides a special, proven AI offering, and is one other example of Avaya investing in transformative technologies to bring unparalleled contact core performance to agencies around the world.”
“This partnership highlights the shift in the communications and collaboration marketplaces in opposition t artificial intelligence and machine discovering applied sciences as a transformational tool for huge enterprises,” mentioned Zia Chishti, Afiniti CEO and Founder. “today, Afiniti’s AI is helping to store lives and providing billions of greenbacks in profitability to our international valued clientele. Our new partnership and native integration with Avaya will accelerate the pace at which our joint clients will force precisely measurable price to their shareholders and consumers.”
Watch the video of Jim Chirico, Avaya and Zia Chishti, Afiniti here.
Optimizing interactions between customers and brokers results in more advantageous pride and loyalty, improved fine of lifestyles, and more suitable income and profitability. IDC estimates that the worldwide value of profits and value transactions flowing during the contact center in 2018 can be about
$5 trillion, reflecting opportunities in healthcare, telecommunications, commute, hospitality, utility, assurance, banking, among other industries with huge, consumer-dealing with operations. Avaya and Afiniti are partnering to optimize this market probability.*
“The native integration between Avaya and Afiniti will allow contact center purchasers to without difficulty deploy artificial intelligence know-how to obtain measurably greater business outcomes,” said Dr. E. Brent Kelly, important Analyst, KelCor, Inc. “This answer can be applied to numerous contact middle company metrics including improving earnings, decreasing charges and increasing client pride and is above all fascinating as Afiniti reduces client possibility through the use of an influence primarily based pricing model.”
Integrating the Afiniti business Behavioral Pairing technology into Avaya’s market-main outbound and inbound voice routing solutions, Avaya air of mystery® Contact middle Elite, Avaya Proactive Outreach manager and Avaya Oceana®, extends the value of shoppers’ latest Avaya funding whereas adding tremendously impactful AI capabilities.
read more about the Avaya and Afiniti strategic partnership in the blog right here.
This partnership will deliver an AI version of Avaya air of secrecy name middle Elite within the third quarter this yr, enabling groups to benefit from Behavioral Pairing for each on-premises and cloud deployments. Following this will be integration with Avaya Proactive Outreach manager and Avaya Oceana.
Afiniti is still a constitution member of the A.I.join, an Avaya-led initiative that brings together an ecosystem of providers and builders taking an lively part in constructing AI-pushed solutions. A.I.connect is accelerating the adoption of AI solutions in contact center and unified communications solutions.
*IDC research commissioned via Afiniti, and Afinti analysis
Avaya is a world leader in digital communications application, functions and contraptions for companies of all sizes. Our open, clever and customizable options for contact facilities and unified communications offer the pliability of Cloud, on-premises and hybrid deployments. Avaya shapes clever connections and creates seamless conversation experiences for our shoppers, and their purchasers. Our professional planning, guide and management services groups support optimize solutions, for totally legitimate and effective deployments. Avaya Holdings Corp. is traded on the NYSE below the ticker AVYA. For greater information, please visit www.avaya.com
Afiniti enterprise Behavioral Pairing™ uses artificial intelligence to determine delicate and positive patterns of human interaction so as to pair people on the foundation of habits, resulting in more successful interactions and measurable increases in commercial enterprise profitability. Afiniti operates throughout the area, and has measurably pushed billions of bucks in incremental value to its valued clientele.
Afiniti has over one hundred fifty deployments in essential enterprises across various sectors, including telecommunications, coverage, financial capabilities, hospitality and healthcare, and has optimized greater than 600,000 agents and 700 million purchasers. Afiniti’s expertise normally learns and improves, examining 1.three million interactions each day to refine its pairings. For more counsel, please talk over with http://www.afiniti.com
Cautionary notice concerning forward-searching Statements
This document consists of certain "forward-searching statements." All statements aside from statements of ancient reality are "ahead-searching" statements for functions of the U.S. federal and state securities laws. These statements could be identified via forward looking terminology akin to "count on," "trust," "proceed," "might," "estimate," "are expecting," "intend," "may additionally," "could," "our imaginative and prescient," "plan," "abilities," "preliminary," "predict," "may still," "will," or "would" or the negative thereof or other variations thereof or similar terminology and consist of, but are not limited to, expected characteristic releases, statements about future products, anticipated cash mark downs and statements about increase, trade record and improved operational metrics. The company has based mostly these forward-looking statements on its latest expectations, assumptions, estimates and projections. whereas the business believes these expectations, assumptions, estimates and projections are cost-effective, such forward-looking statements are only predictions and contain familiar and unknown hazards and uncertainties, a lot of which can be past its handle. The factors are mentioned within the enterprise's Registration remark on form 10 filed with the Securities and trade commission, may cause its genuine effects, efficiency or achievements to differ materially from any future effects, efficiency or achievements expressed or implied through these ahead-searching statements. For a further list and outline of such risks and uncertainties, please seek advice from the enterprise's filings with the SEC that can be found at www.sec.gov. The enterprise cautions you that the record of vital factors protected in the business's SEC filings can also not include all the fabric components that are critical to you. in addition, in mild of these dangers and uncertainties, the concerns said within the forward-looking statements contained during this record may additionally not really take place. The company undertakes no duty to publicly replace or revise any forward-searching statement as a result of new counsel, future activities or otherwise, except as otherwise required through legislations.
supply: Avaya Newsroom
Avaya launched Avaya aura Contact center, a multimedia work assignment utility for mid-sized contact facilities that connects customers, brokers, and consultants. The software makes use of voice, video, e mail, or web chat to aid organizations manage client adventure, agent productiveness, and cost-mark downs within contact facilities.
Avaya aura Contact core seeks to enrich client journey with Session Initiation Protocol (SIP)-primarily based communications. This "extra requirements-based mostly approach to IP infrastructure helps with interoperability across the enterprise,” says Sheila McGee-Smith, president and major analyst at McGee-Smith Analytics, LLC. “Over an SIP community, using SIP trunking, we then send that name to the optimum accessible useful resource no matter if that be someone in Chicago…or an authority in Paris. [SIP creates a very virtual contact middle throughout an commercial enterprise.”
In a statement to the click, Drew Kraus, analysis vice president of Gartner, mentioned, "[SIP] makes multimodal customer carrier commonly purchasable, as a substitute of restrained to just big-finances contact centers. With endured adoption of multi-modal contact facilities, and an evolving social media house, SIP is a transforming into enviornment of interest for agencies."
by incorporating SIP, as well as a customer's previous historical past, Avaya air of mystery Contact center hopes to create collaborative periods in customer care. In creating a greater holistic customer event, Avaya seeks to increase first-call decision and boost customer satisfaction. Avaya aura Contact core's unified computing device enables agents to concurrently manipulate one voice and five non-voice interactions.
inside chat, Avaya air of secrecy Contact core can also notice context-delicate key phrases which are matched with automatic responses, dashing up agent interplay. Avaya aura Contact center can also create an inventory of experts who can be reached by means of voice or IM, thereby reducing search time for agents.
Avaya has additionally currently released and upgraded a few key items. air of mystery body of workers Optimization (WFO) allows Avaya customers to listing and monitor agent audio and display endeavor. Proactive Outreach supervisor (POM) is designed to permit users to place all multimedia interactions on a single platform to increase outbound notification. Avaya has recently upgraded its Avaya IQ answer and adjustments had been made to the charisma call center Elite applicaiton; Avaya IQ 5.1 enables for an extended skill of 900 users and charisma name center Elite 6.0 presents enhanced capacity for massive organizations, as well as adaptive, predictive routing capabilities.
You may additionally leave a public comment regarding this article via clicking on "feedback" beneath.
Avaya name middle 5.0 facets New Capabilities
21 Jan 2008
The telecommunications powerhouse guarantees the brand new free up will aid companies improve the common consumer experience -- and cut prices.
01 Jun 2006
VoIP protocol SIP's competencies within the contact center comes with each merits and caveats.
Avaya Takes a SIP
31 Mar 2009
To streamline and enhance consumer carrier, Avaya unveils new contact core solutions designed across the structure of the session initiation protocol.
Avaya Takes a fresh seem at the Midmarket
11 Jun 2009
trade pundits say the latest initiatives will help the company play trap-up.
Avaya Scales for Small companies
03 Oct 2009
Pundits and company executives consider that the brand new IP workplace 5 expands performance while enhancing simplicity -- two elements deemed necessities for achievement during this sector.
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Avaya just capped off its biggest ever Engage conference, bringing more than 2,500 attendees, including partners and customers, to Austin, Texas.
The theme of the event was “Experiences that Matter.” It included 100 expo partners, sponsors and exhibitors.
Avaya updated attendees on its progress since emerging from chapter 11 bankruptcy a little more than a year ago.
Jim Chirico, Avaya’s president and CEO, told attendees his company will “provide you ways to further differentiate yourself,” and that Avaya has been a leader of change and technology advancements for more than 100 years.
“Innovation is in our DNA,” he said. “We’ve accomplished a great deal together. We’re proud that you want us and to work with us as our partner.”
Scroll through our gallery below for a recap of this event.Welcome Appreciation Party
Avaya Engage 2019 kicked off with its Welcome Appreciation Party. The massive event included live music of all genres showcasing Austin's reputation as the "Live Music Capital of the World." The conference drew more than 2,500 attendees, including partners and customers, from 43 countries.Goals for 2019
Jim Chirico, Avaya's president and CEO, told attendees his company's tagline is "make history in 2019 rather than repeating it." A significant portion of Avaya's growth this year will be in new technology. Decreasing its debt via chapter 11 bankruptcy, from $7 billion to $3 billion, is allowing the company to invest more in technologies like AI and mobility, he said.Pushing Cloud Further
Gaurav Passi, president of Avaya’s cloud business group, said decades of deep understanding of the unified communications (UC) and contact center (CC) markets makes his company best positioned for cloud/digital transformation. Avaya is going to aggressively pursue the midmarket, and plans to continue its international expansion, heading next into India and Japan in the near future.Customer Experience
Laurent Philonenko, Avaya's senior vice president of innovation, told attendees his company is bringing two opportunities "to you right now." Mobility is creating unrivaled customer experiences and artificial intelligence (AI) is changing the game in CC and UC.
"It’s on everybody’s mind," he said. "This is coming, so the world is changing how it is accessing information and getting answers."CEO Priorities
(Left to right) David Austin, Avaya's chief of staff, Lauren Philonenko, Jim Chirico and Gaurav Passi give a briefing focused on the company's goals in working with partners in 2019. Chirico said cloud revenue encompassed 11-12 percent of overall revenue in 2018, and private cloud will play a significant role in moving larger customers to a cloud solution, therefore reaching the goal of $800 million in cloud revenue by 2021.Contact Center
On the Solutions Expo floor, Avaya demonstrated how UC and contact center come together with AI in one combined solution to provide an improved customer experience. The use case involved a Beyond Bank customer inquiring about interest rates for an auto loan.Avaya Cloud Overview
In the Solutions Expo, Avaya demonstrated its expanded range of cloud offerings, including its new storefront in which customers can purchase different packages and receive agent referrals for assistance. Its OneCloud ReadyNow private-cloud offerings feature pre-configured, per-seat consumption and standard bundles of both UCaaS and CCaaS.Aura Alliance
The Aura Alliance includes a network of more than 60 partners – including resellers – and is the world's largest Avaya-endorsed global alliance. It covers more than 120 countries and supports more than 1 million end users globally.ConvergeOne
ConvergeOne is Avaya's No. 1 partner in terms of U.S. revenue and was named Avaya's U.S. Service Partner of the Year. David Lover, its vice president of strategy and technology, said his company has "a lot of expertise in Avaya, and we look to that as some of the core components of what we're building and creating, and the problems we're solving for our customers."Verint Systems
Avaya and Verint Systems announced an expansion of their partnership to introduce cloud deployments for Avaya Workforce Engagement Management, designed to improve the customer experience through operational intelligence in the contact center.
“Today’s announcement further extends the long and successful partnership between Verint and Avaya, and our customers can benefit from the deeper integration and joint R&D efforts to strengthen the consumption of Avaya IX Workforce Engagement alongside Avaya platforms anywhere,” said John Bourne, Verint's senior vice president of global channels and alliances.Carousel Industries
Carousel Industries of North America, which sells and supports all of Avaya's portfolio, was named Overall Partner of the Year. In 2018, the company invested in all things Avaya, forming an Avaya Cloud team designed to ensure strategic alignment.Jabra GN
Jabra GN is an Avaya-certified shop and works through its reseller channel. It recently the launched the newest addition to its Elite range of headsets – the Elite 85h headphones – featuring noise cancellation and Hear Through technology, which allows users to decide how much of the outside world reaches the listener.
There are many praiseworthy customer service vendors that, unfortunately, go unnoticed. Perhaps it's because they are young in age or small in size. Or perhaps they were once high flyers that have fallen below the radar. The purpose of our Rising Star awards is to identify and honor some of these worthy companies. This year, we recognize six of them.
One company piqued our editors' interest for being 100 percent dedicated to social customer service. Another aims to simplify the migration to a multichannel customer service environment by offering its solutions through the cloud. We honor a 23-year-old company this year for creating a visual IVR designed for mobile devices. You'll find another industry veteran is recognized for creating a solution that not only quickly finds a customer service rep, but finds the most appropriate one available. Also in this venerated group is a company that promotes collaborative support. And, finally, we honor a young company that takes a novel approach to simplifying the customer feedback process.
All of these companies add significant value to the customer experience. And, because of this, they have the potential to soar. Congratulations to this year's group of high flyers.ConversocialHelping Customers Tweet for a Refund
Seeing an unfulfilled need, a company provides the tools to help move social support into the contact center<
Some companies might dabble in social media, but it's a rare few that bet their entire business on it. Conversocial is one of those few. The company brings social media into the contact center for a more unified customer experience.
Having a dedicated customer service team for social media is still a novel concept for most companies, but more are recognizing the need for dedicated social customer support. And Conversocial, just three years old itself, is at the forefront of this emerging market. ""This area has a lot of room to expand as companies mature their strategies and operations for social customer care," says Kate Leggett, a principal analyst at Forrester Research.
As social media developed, the marketing and PR departments in B2C companies took up the challenge, using the channel to gauge consumer sentiment and communicate to customers. Under this model, customer service requests are often handled by giving the tweeter an email address or phone number to call. Conversocial saw a better way.
"You can't community manage someone who needs a refund; you need to give them real customer service agents who can give them a refund. The only way companies could provide the level of customer service that was needed was to move social into the contact center," says Conversocial CEO Joshua March.
Moving beyond the initial social media monitoring or outreach campaigns commonly used by marketers and public relations professionals, Conversocial's technology is specifically designed for customer service interactions. The solution provides analysis for response times and average handle times as well as the ability to adhere to service-level agreements (SLAs).
"They have a robust agent desktop, supervisor tools, and reporting to manage and monitor social operations," Leggett notes. Conversocial can show how incoming content compares to average volume, or heighten the importance of requests made by influencers with a high number of followers. The product is "intended for customer service, so it has innate workflow, assignment, and prioritization. It's designed for social engagement, versus broader CRM applications which can be weighed down with legacy information," says Jenny Sussin, a Gartner analyst specializing in social CRM.
Using natural language processing and machine learning, Conversocial filters unrelated messages, identifying tweets that are most likely to be customer service requests. Now the development team is turning its attention to intelligently threading those conversations together. Over the past several months, the company has been building out a new tool, Conversations, that pulls together multiple tweets or Facebook comments into a single case. Conversocial also plans to build direct connections to CRM systems in order to better integrate with its customers' existing data ecosystems.
The company is growing fast, adding 60 clients in 2013, bringing its list to 150. Its customer mix leans toward B2C verticals such as retailers, banks, and travel companies. Clients include Tesco, Coach, BarclayCard, and Hertz. A former Hertz customer service executive recently joined the team, helping new client companies plan rollouts.
Conversocial's biggest challenge won't be building a compelling product, but encouraging companies to make the jump to handling social media in the contact center. "Social customer care in many companies is still under the purview of marketing, which lacks the operational discipline of managing incidents to SLAs that contact center personnel do so well," Leggett says."There aren't many dedicated social customer service platforms. We're keen to promote the space," March says. "We think we see a clear route, a progression of social maturity, where social starts out purely in the marketing department and moves into customer service. Part of our mission is to help companies get to that stage and push the market forward."
Founder/CEO: Joshua March
Headquarters: London and New York City
Customer Count: 150+, with 30,000+ responses made every month through the platform
Employees: 45inContactDriving Multichannel Cloud Experiences
With dynamic and cost-effective solutions, a contact center software provider helps treat customers 'like stars'
There's a lot of talk about merging traditional customer service channels with newer interaction channels, such as social media. Unfortunately, not many companies are doing this in a cost-effective way that leverages the cloud. However, inContact is one of the few that are.
As the cloud matures, so must cloud contact center software providers, says Mariann McDonagh, chief marketing officer at inContact. Since inContact's founding in 1997, the Utah-based provider of on-demand contact center software has transformed from a long-distance carrier to a company focused on contact routing and agent management applications. Today, inContact prides itself on delivering top-notch multichannel communication software through innovative, low-maintenance technology and ensuring that its clients treat their customers "like stars," McDonagh says.
"Customers don't care what channels you support—they only care that you are in the ones they are in. People start with inContact because they realize how important it is to provide customer support across all channels," Ray Wang, founder and principal analyst at Constellation Research, says.
Last year was a big year for inContact. In February, the company released version 13.1 of its cloud software, headlined by the addition of the universal queue. The new feature, which automatically assigns tasks to agents based on their skills, availability, and customer priority, also facilitates channel interlacing, determining when active modes of customer communication, such as voice, should take precedent over passive channels, such as email. "When a high-priority communication comes in, the system can trigger an interruption of other activities and ensure that agents direct their attention to the high-priority item," McDonagh explains. "The system is intelligent and actually knows where agents' strengths lie, allowing it to route tasks accordingly," she says.
Within a month of its cloud software update, inContact announced that its universal queue will be expanded through a partnership with SoCoCare. The SoCoCare solution, which has been developed specifically for customer care agents, supervisors, and managers, will extend the universal queue capabilities to social interactions, enabling activity on Twitter, Facebook, LinkedIn, RSS feeds, blogs, and articles to be routed, skilled, and prioritized along with other contact center channel content. "The expanded multichannel queue creates an entirely unified flow of work," McDonagh says. "This makes the support process more consistent for the agent, and amounts to a better experience for customers," she adds.
In its second major release of the year, inContact launched its Personal Connection outbound solution, which uses patented technology to eliminate greeting delays for callers. "There's nothing more awkward than complete silence at the other end of a phone call, and it's when most call abandons happen," McDonagh says. The Personal Connection solution uses a pacing engine algorithm to eliminate the delay and connect agents more efficiently, she explains.
As the company evolves, McDonagh says inContact will continue "cocreating" with customers, identifying customer-centric strategies aimed at helping growing businesses thrive. "Most of our customers are growing businesses. That's why they choose the cloud," McDonagh says, citing customer Teleflora, a floral delivery company that relies heavily on the flexibility of a cloud solution. During peak times such as Valentine's Day, for example, Teleflora needs to scale up temporarily, and then scale back down. That's not something that an on-premises solution can provide, according to McDonagh. "Cloud has gone primetime," she says, "and as more and more companies turn to cloud-based solutions, we'll be ready with new offerings and increased availability via new channels."
CEO: Paul Jarman
Headquarters: Midvale, UT
Revenue: $110.5 million in 2012
Employees: 400+ (2012)
Customer Count: 1,300+ call center deploymentsIntelemedia CommunicationsPutting Its Best Agents Forward
With its Leaders Choice Program, this company routes callers to the top-performing agents
Imagine a technology that not only connects customers to a live agent, but connects them to the best agent available. That's exactly what Intelemedia Communications' technology can offer.
Since 1993, Intelemedia Communications has provided outsourced contact center services and solutions for call center analytics, performance management, recording, reporting, scripting, and routing. Its newest offering, the Leaders Choice Program, is an intelligent routing system that identifies the best agents available in a particular queue and call center at a particular point in time and automatically routes calls to those agents. The technology tracks every call back to the specific call center and agent that handled it and identifies top performers based on predetermined criteria, such as sales conversions, service levels, customer satisfaction scores, average handling times, first call resolutions, or whatever other metrics the client wants to employ.
The technology also enables Intelemedia to match specific call types and media types to each agent's individual skill set, route calls to specific agents based on the caller's propensity to buy a specific product, and identify repeat callers, and, through historic databases, predict if a specific caller is having difficulty resolving an issue. The system tracks the caller's activity and determines if he should be routed to a specific agent based on that activity.
Ray Wang, founder and principal analyst at Constellation Research, notes that this is possible largely because "Intelemedia has executed some great partnerships that allow them to expand into new verticals and to augment analytics as well as A/B testing."
Steve Trifelos, vice president of customer care call management at Intelemedia, says the program "is all about getting a higher percentage of calls to the best agents in the best call centers" within the company's network.
Leaders Choice, Trifelos says, "shifts everything for the industry because of the impact clients will see on performance."
Often in contact centers, performance and great customer service are at odds, but Trifelos says the Leaders Choice Program brings the two together.
Also as part of the Leaders Choice Program, each contact center in a company network sees what all of the others are doing in real time. According to Trifelos, this encourages competition that drives them to perform better.
Intelemedia works closely with those call centers that aren't performing well, creating improvement plans for individual agents or entire facilities. If after those efforts the facilities are still not performing well, they risk being cut from the network.
"It's about giving our clients access to only the truly best contact centers," Trifelos says.
In the year or so that Intelemedia has been actively promoting the Leaders Choice Program, it has picked up at least 12 big-name clients, and Trifelos says more are in the works.
Among the customer signings so far are AIG, Time-Life, Dyson, Nautilus, Teeter Hang Ups, and Lunada Biochemical. "Most customers using Intelemedia love the quality of the customer agents," Wang says. Customers have reported increased sales ands conversion rates, better call handling, fewer abandoned calls, shorter calls, and quicker answer times.
President and CEO: David Schreck
Headquarters: Plano, TX
Customer Count: 50JacadaSeeing a New Path with Visual IVR
Customers can touch their way through mobile interactions
Jacada is not a newcomer to the customer service arena. The 23-year-old company has a long history as a provider of Web, mobile, and self-service solutions, agent desktops, and contact center process optimization technology. However, Jacada has made a name for itself in the past year as a pioneer in the development and advancement of visual IVR technology.
First introduced at the close of 2012, Jacada Mobile Agent is a self-service product for smartphones and other mobile devices that visually maps out the steps of the customer service interaction. The company's visual IVR also supports data entry and can proactively mine knowledge bases for information and retrieve or update customer information in real time. For calls that require agent assistance, Jacada Mobile Agent provides a seamless transition to the voice channel. Once the call is connected to the agent, all of the steps already taken by the customer, as well as any data entered, are visible to the agent.
In April, Jacada followed this release with Visual IVR Plus. Designed to use a company's existing IVR scripts, Visual IVR Plus presents users with a graphical, menu-driven interface that enables them to simply touch their way through the IVR. "Navigating a traditional IVR is tedious and cumbersome, waiting to hear all of the options to make sure that you select the right one. Just as pushing buttons replaced the rotary dial, touching selections on a screen is replacing the push button," said Guy Yair, co-CEO of Jacada, in a statement at the time. "Your IVR should keep up with how your customers are using their communication devices, and Visual IVR Plus enables that to happen by allowing them to communicate with customer service in a modern, less frustrating fashion."
Paul Greenberg, president of The 56 Group, agrees. "Jacada has done something smart here," he says, calling the Visual IVR solution "a brilliant way of dealing with one of the most frustrating service problems that a company has--'kludgy' audio menus."
The app, Greenberg adds, recognizes that "contemporary customers are increasingly mobile," and that "human beings respond more effectively to visual cues than audio ones."
Traction is already building for Jacada's visual IVR technology. In September, the company partnered with Vocantas, which is offering the visual IVR capabilities to its healthcare, higher education, and utility customers.
"Continuing to offer the best in IVR technology is a job we take seriously at Vocantas, and visual IVR is the best new offering available today," Gary Hannah, Vocantas' president and CEO, said in a statement.
The first Vocantas product to incorporate Jacada's visual IVR technology is the Vocantas Utilities OnCall solution, which became available in October. With it, utility customers can pay bills, record meter readings, and check account balances. They can even include photos of their meter readings or send the utility their GPS coordinates when reporting an outage or service interruption.
Jacada has also partnered with Cognizant Technology Solutions, which in September began to incorporate Jacada's customer service solutions, including the visual IVR offering, into its global delivery network. Hari Raja, head of Cognizant's CRM practice in the Americas, at the time called Jacada's visual IVR product a "path-breaking solution," adding that it "will fit into Cognizant's customer solutions strategy of advising and delivering next-generation customer experience solutions to our customers."
Also in October, Jacada's Visual IVR Plus product was certified compliant with Avaya's Aura Experience Portal 6.0, a unified voice and self-service offering. Jacada's Visual IVR Plus, as well as its Workplace Agent Desktop and Agent Scripting solutions, are now available through the Avaya Dev Connect Select Product Program.
Co-CEOs: Gideon Hollander and Guy Yair
Revenue: $10.8 million
Customer Count: N/A
Lou D'Ambrosio, the dynamic chief executive of Avaya, announced Tuesday that he'll be stepping down from his post "to address a serious medical issue." His departure will be effective immediately.
In D'Ambrosio's absence, former Cisco Systems stalwart Charles "Charlie" Giancarlo will assume D'Ambrosio's duties until a successor is found. Avaya said its board will immediately launch a search to find a full-time replacement for D'Ambrosio using executive search firm HeidrickStruggles.
"It has been a true privilege to serve the customers and team of Avaya," D'Ambrosio said in a statement. "I have been blessed to lead a company that has clear technological leadership, a wonderful customer franchise, and the most dedicated team in the industry. I will be passionately rooting for Avaya and proudly watching the company thrive."
D'Ambrosio served as Avaya's president and CEO for two of his six years with the company and was responsible for Avaya's overall strategy, direction and operations. He was instrumental in Avaya's move to become a private company in October 2007 in an $8.3 billion deal with technology investment firms Silver Lake and TPG.
Before taking over as CEO, D'Ambrosio was president of global sales and marketing for Avaya, overseeing the communications company's $5 billion revenue stream. Prior to that, D'Ambrosio led the P&L for Avaya's $2 billion Global Services business unit, comprising 7,000 professionals across the full life cycle of services, including network consulting, integration, maintenance and managed services.
"For almost six years I've had the opportunity to be part of a remarkable company and team," D'Ambrosio wrote in a letter to Avaya employees dated Tuesday. "Avaya has become such a large part of who I am-"it's in my heart; it's in my bones. So it is with a very heavy heart that I tell you that I need to step down as CEO to address a serious medical issue. I will fight it with everything I have and I intend to beat it."
D'Ambrosio's exit and illness sent shock waves through the industry, with solution providers and industry analysts calling his stepping down a surprise and the circumstances surrounding it jarring.
"For me, it's more of a personal thing," said Neil Stanton, president and CEO of ConsultEdge, a Whippany, N.J.-based solution provider and Avaya partner. "You never want to see someone step down like that."
Stanton said D'Ambrosio took the bull by the horns and helped transform Avaya into a strong contender in the communications and VoIP market while also strengthening its channel.
"He's done a great job, everybody thought so," Stanton said. "It's a shame, but I don't think it's going to change our business."
Stanton said D'Ambrosio "looked tired" the last few times he saw him and noted that D'Ambrosio stepping down was the right move, considering his health problems.
Stanton credited D'Ambrosio for taking the channel in a new direction.
"His getting Avaya direct and the channel to work as a single unit really worked toward simplifying how Avaya does business and makes it easy for our clients."
Scott Davis, executive director of Xeta Technologies, a Broken Arrow, Okla.-based solution provider and Avaya partner, said he and his team have "a great deal of respect for Lou and Avaya and wish him well. Our thoughts and well wishes go out to Lou."
Davis said he's been pleased with his relationship with Basking Ridge, N.J.-based Avaya and the direction D'Ambrosio took the company in.
"We have a real respect for Avaya's landscape and their go-to-market strategy," Davis said. "We're consistently impressed with Avaya. Their go-to-market strategy is sound for unified communications and their contact center initiative is strong."
Industry analyst and Yankee Group Senior Vice President Zeus Kerravala called D'Ambrosio "an outstanding CEO" for Avaya.
"He brought a level of competitiveness to Avaya that it never had before," Kerravala said. "He helped Avaya shed the image that it was a stodgy old telecom vendor. He was much more aggressive with marketing and made it a global brand."
NEXT: Giancarlo to take the helm at Avaya.
And despite D'Ambrosio stepping down, solution providers said Avaya's move to have Giancarlo fill the position in the interim shows that the company can triumph over adversity and illustrates its ability to adapt when unexpected situations arise.
"This is about as good as you can do under the circumstances," Davis said. "We're really impressed with the way they're handling it. To have someone of Charlie's capacity able to fill in, that speaks volumes to their preparation. Charlie's resume speaks for itself. He single-handedly reconstructed Ethernet switching and Cisco's channel. I can't imagine they'd find someone better than that."
Stanton agreed, noting that putting someone like Giancarlo in place to take the helm at Avaya in the interim is a solid move.
"Avaya needs someone like Lou or Charlie. I liked Lou's salesmanship and strategic thinking. They need someone who's going to continue that," he said. "I would have no issue with [Giancarlo] taking over full time; coming from Cisco he really knows the industry. If he was in line to be CEO of Cisco, he's doing something right."
Giancarlo, who was picked by many to succeed John Chambers as CEO of Cisco, resigned from his post as executive vice president and chief development officer for the San Jose, Calif.-based networking powerhouse in December and took a managing director position at Silver Lake, a Silicon Valley technology investment firm and one of the two firms that partnered to acquire Avaya in 2007. Giancarlo had been with Cisco for 14 years and, at the time of his departure, was seen as second in command to Chambers.
Kerravala said Giancarlo and D'Ambrosio's permanent replacement will be charged with keeping alive the aggressive culture that D'Ambrosio started.
"That aggressiveness starts at the CEO, so Lou's aggressive presence there will be missed," he said. "But Charlie certainly knows the space. If you're going to replace Lou, it's going to be hard to find a better replacement than Charlie."
In the letter to employees, D'Ambrosio wrote: "Charlie Giancarlo will serve full time as Avaya's CEO until a successor is named. Charlie, who was recently executive vice president and chief development officer at Cisco, is a gifted executive and knows our space well. During his 14-year Cisco career, Charlie led many of the company's key business and technology initiatives. His customer focus, development savvy and sharp business instincts will be great assets to our company."
Avaya would not comment further on D'Ambrosio's departure or his illness. In a statement, Dave Roux, Silver Lake co-founder and non-executive chairman of Avaya, thanked D'Ambrosio for his work and said D'Ambrosio plans to stay aboard in an advisory role.
"Lou has been a guiding force at Avaya during his six-year tenure, the last two as CEO," said Roux. "He has shaped a compelling strategy, built a strong team, and led the company through important technology transitions to market-share leadership. We cannot thank Lou enough for his tireless leadership and inspiration, and we know he will attack this personal challenge with the same winning spirit and determination he has brought to the toughest business challenges."
Xeta's Davis said as upsetting as D'Ambrosio stepping down is, D'Ambrosio has to look out for his health and focus on getting well. He said he's confident Avaya will continue to make strides.
"We're very excited about Avaya," he said. "It's been a good year for us with Avaya, and we expect that to continue."
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