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3304-1 - Avaya Call Center Elite Implementation(R) and Maintenance - Dump Information

Vendor : Avaya
Exam Code : 3304-1
Exam Name : Avaya Call Center Elite Implementation(R) and Maintenance
Questions and Answers : 69 Q & A
Updated On : December 7, 2018
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3304-1 Questions and Answers

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3304-1 Avaya Call Center Elite Implementation(R) and Maintenance

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3304-1 exam Dumps Source : Avaya Call Center Elite Implementation(R) and Maintenance

Test Code : 3304-1
Test Name : Avaya Call Center Elite Implementation(R) and Maintenance
Vendor Name : Avaya
Q&A : 69 Real Questions

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Avaya Avaya Call Center Elite

Jacada Introduces a Multi-Channel laptop Enhancement to the Avaya charisma® call core Elite Multi-Channel Platform | killexams.com Real Questions and Pass4sure dumps

ATLANTA--(company WIRE)--Jacada, Inc., a leading international issuer of customer experience expertise designed to simplify the interaction between corporations and their customers, nowadays announced the public availability of the Jacada Multi-Channel Agent desktop for the Avaya aura® call core Elite Multi-Channel Platform. Created to meet the demands of brokers interacting across distinct channels concurrently, the multichannel agent computer seamlessly unifies several channels into one effortless interface. The enhancement is designed as a light-weight laptop alternative for the current Avaya solution, to work with the existing Avaya aura® call middle Elite Multi-Channel infrastructure and to be deployed abruptly with the aid of advantage of its thin-customer design.

agents at the moment are capable of simultaneously manage dissimilar valued clientele across numerous call middle Elite channels from a unified laptop that displays a single view of each and every client’s interplay. All name middle Elite channels (Voice, e mail, and Chat) are unified onto a single, effortless laptop for an more suitable agent journey. This consequences in additional effective coping with of distinct shoppers from numerous channels on the identical time. moreover, the Jacada computer immediately tendencies the interactions, saving the brokers time and reducing error.

“The Avaya air of mystery® call middle Elite Multi-Channel Platform is a enormously ingenious answer and has been deployed correctly in lots of groups,” observed man Yair, Co-Chief government Officer of Jacada. “With the free up of Jacada Multi-Channel Agent computing device for Avaya, we're enriching the Avaya air of mystery® name core Elite atmosphere through featuring agents with a straightforward approach to manage not handiest dissimilar channels, but additionally diverse purchasers, simultaneously through our inventive 'one click away' design.”

The Jacada Multi-Channel Agent computing device completes the Avaya call core Elite Multi-Channel Platform investment by using using more effectivity on the agent laptop. simply deployed as either a call middle Elite Multi-Channel alternative laptop or as an extra element, agents will recognize the convenience of use and the skill to carrier assorted valued clientele concurrently.

Webinars offering the Jacada Multi-Channel Agent desktop are being held on November twelfth. visit this hyperlink to be a part of the experience: http://www2.jacada.com/EMCwebinar

For more assistance concerning the Jacada Multi-Channel Agent computing device for the Avaya charisma® name center Elite Multi-Channel Platform, consult with http://www2.jacada.com/EMCDesktop

*Avaya air of mystery® is a registered trademark of Avaya, Inc.

About Jacada

Jacada gives options that simplify and enrich the effectiveness of consumer interactions. Jacada’s cell, client, agent laptop and manner optimization options aid agencies reduce the can charge of their operations, force client delight, and provide an entire return on funding within the first yr after deployment. centered in 1990, Jacada operates globally with places of work in Atlanta, u . s .; London, England; Munich, Germany; Herzliya, Israel; and Stockholm, Sweden. more counsel is accessible at www.jacada.com.


u.s. Coast defend Standardizes on Avaya | killexams.com Real Questions and Pass4sure dumps

FAIRFAX, VA--(Marketwire - Jan 5, 2012) - Avaya government options, a wholly owned subsidiary of Avaya, these days introduced that the us Coast guard (USCG) has deployed Avaya's state-of-the-artwork unified communications and make contact with core options in its new Centralized provider Desk in St. Louis, Missouri. this is the first venture under the USCG's enterprise structure approach, which makes use of the Avaya aura® platform. The USCG plans to adapt their existing voice infrastructure to a SIP-based unified communications architecture to stronger assist their mission necessities for the next quarter century.

The Centralized service Desk unifies the features of eleven separate IT assist desks that up to now operated independently at Coast take care of areas right through the USA. The Avaya solution, comprised of Avaya charisma® verbal exchange manager and Avaya call middle Elite, gives the USCG with optimized name managing capabilities and greater reporting, improving service and guide to conclusion-clients.

"Avaya's verbal exchange and collaboration solutions will permit the U.S. Coast take care of to increase service, enhance functionality and reduce expenses, all the whereas leveraging their current IT infrastructure," said Tim Gentry, senior vice chairman of civilian earnings, Avaya executive options. "For over two centuries, the U.S. Coast defend has safeguarded our nation's maritime hobbies within the heartland, within the ports, at sea, and all over. we are proud to have been chosen to help their mission requirements."

The Avaya executive solutions team contains HMS, Communications items, Inc. and American techniques agency.

Tags Avaya, Avaya executive options, USCG, u.s. Coast look after, Coast defend, Avaya aura, unified communications, contact middle

About Avaya executive solutions Avaya executive options is a provider and integrator of secure, licensed business collaboration and communications solutions, offering unified communications, contact facilities and networking to executive corporations of all sizes around the globe. Avaya executive options leverages its professional features capabilities and cyber-safety expertise to create technology platforms that streamline inter-agency communications and produce the appropriate individuals collectively within the correct context with the information they need. Please talk over with www.avayagov.com for more tips.

About Avaya Avaya is a worldwide issuer of company collaboration and communications solutions, providing unified communications, contact facilities, networking and linked features to corporations of all sizes around the world. For more assistance please visit www.avaya.com.

definite statements contained in this press free up are ahead-looking statements. These statements may well be identified via ahead-searching terminology equivalent to "expect," "accept as true with," "proceed," "might," "estimate," "expect," "intend," "may also," "might," "plan," "potential," "predict," "should still" or "will" or different identical terminology. we have based mostly these forward-searching statements on our existing expectations, assumptions, estimates and projections. while we agree with these expectations, assumptions, estimates and projections are reasonably-priced, such ahead-searching statements are handiest predictions and involve favourite and unknown risks and uncertainties, lots of which might be past our manage. These and other vital elements can cause our genuine consequences, efficiency or achievements to vary materially from any future outcomes, efficiency or achievements expressed or implied through these forward-searching statements. For a listing and description of such hazards and uncertainties, please check with Avaya's filings with the SEC that are available at www.sec.gov. Avaya disclaims any intention or responsibility to update or revise any ahead-searching statements, even if as a result of new tips, future routine or otherwise.

observe Avaya on Twitter, fb, YouTube, LinkedIn, Flickr, and the Avaya linked weblog.


Avaya grants Open, cellular Collaboration on Virtualized structure | killexams.com Real Questions and Pass4sure dumps

BASKING RIDGE, NJ--(Marketwire - Dec 5, 2012) -

  • Avaya air of secrecy purposes now VMware in a position™; Brings high Reliability, Simplicity and suppleness to Virtualized Collaboration functions
  • Avaya customer RealPage uses new Avaya solution to Virtualize UC Core, speed customer carrier Deployments through up to twenty%
  • Avaya these days unveiled its new communications structure for virtualized unified communications (UC) applications, Avaya aura® Virtualized environment (Avaya charisma VE), to support corporations accelerate cell collaboration applications across their company. With Avaya air of mystery VE, businesses retain the high reliability, simplicity and functionality of Avaya air of mystery -- the enterprise's next-technology collaboration platform -- whereas gaining bendy new alternate options for deploying Avaya's UC and consumer provider options in virtual architectures.

    Avaya charisma VE applications are specified as VMware able™, which is VMware's highest degree of endorsement for virtualization applied sciences. more organizations are identifying virtualization to reduce the complexity, machine and charges of their IT operations. The important next step is the virtualization of unified communications, with 70 percent of agencies planning to virtualize their UC applications, in response to Nemertes Research1. 

    Avaya air of secrecy Virtualized ambiance -- combined with Avaya's expertise in open, cellular collaboration -- helps ensure that the reliability, first-class and availability groups depend on in Avaya hardware-based environments get delivered into the virtualized world. Key Avaya charisma VE elements encompass:

  • Redundancy and resiliency: all the vital systems availability points of Avaya aura's server-primarily based platform -- including software duplication, redundant session controls for SIP entry and a survivable core -- are maintained in Avaya charisma VE, driving business continuity and reducing chance in virtualized environments. in addition, the solution integrates with VMware vCenter™ Server tools for diagnostics, provisioning and traffic management to additional make sure and simplify continuity of UC.
  • A simplified, open course:  With Avaya air of secrecy VE, companies continue to advantage from the equal open requirements strategy driven by means of Avaya air of secrecy. furthermore, virtualization permits corporations to quite simply expand UC features and clients with out including new gadget, and do so without delay via slicing deployment instances from hours to minutes. groups with VMware cloud infrastructure in their information centers can now effortlessly integrate Avaya air of mystery applications onto their existing server ambiance.
  • Agile client provider operations: Avaya air of secrecy extends virtualization to its name center software, call core Elite. With much less gadget required, companies can add contact center brokers more hastily and value-with no trouble in response to seasonal, sales and buying trends. This brings the entertaining capacity to improve the oversight and start of customer provider using virtualization.
  • With present day announcement, agencies also have a few bendy options for better mobility and collaboration. companies can select full virtualization with Avaya air of mystery VE or proceed with the dedicated hardware method already provided by way of Avaya charisma. they could also combine virtualized and committed servers for application deployment. As a further alternative, Avaya Collaboration Pods for Avaya aura VE might be offered as pre-packaged, all-in-one UC solutions for virtualized storage, computing and networking.2

    Avaya charisma Virtualized environment: Key add-ons The Avaya aura® platform is constituted of here add-ons, now obtainable in virtualized versions:

  • Avaya air of secrecy communication supervisor is the open, extremely-professional and subsequent-era communications foundation for Avaya's UC solutions.
  • Avaya air of mystery Session supervisor gives a SIP based mostly core communications structure for on-demand entry to collaboration services and purposes.
  • Avaya aura software Enablement capabilities offers developer interfaces for both off-the-shelf and customized integrations with communications and business functions.
  • Avaya aura Presence features promises scalable, high performance presence aggregation capabilities.
  • Avaya Agile Communications ambiance allows software integration with enterprise communications tactics.
  • Avaya air of mystery name center Elite is a component of the enterprise's contact middle suite, and the premier call-routing application for contact facilities.
  • For greater information on these Avaya charisma products discuss with right here; For Avaya charisma call middle Elite, discuss with here.

    rates "Avaya air of mystery Virtualized ambiance helps us convey collaboration and consumer journey capabilities in a sooner, extra productive approach. We virtualized our core UC infrastructure, while keeping the continuity and resiliency required to hold a busy 1,four hundred employee business like ours working in precise time.

    "To make certain properly-notch customer service, virtualized air of mystery lets us ramp up contact facilities right now -- up to twenty percent faster. here is exceptional for seasonal spikes, when we deserve to add supplies on the spot. We had been able to set up a short lived 70-agent contact core the usage of no device, streamlining operations considerably. Avaya charisma VE is a big advancement for us and for Avaya purchasers, bringing Avaya's speed, ease and reliability to the virtualized ambiance."--Joe McCorkle, director, IT UC/Voice functions, RealPage, Inc., a number one provider of utility-as-a-provider (SaaS) products and features for the rental housing business

    "As hobby in virtualized solutions continues to expand, and agencies understand the merits of the software-described datacenter, we see the shift of actual-time collaboration purposes using VMware solutions as a step ahead. Having achieved joint checking out and validation of the Avaya charisma UC applications -- and now releasing them as VMware capable™ functions -- we're delivering a robust mixture to valued clientele. Avaya and VMware will continue to work to fulfill customer needs for efficiency and reliability as more actual-time collaboration functions are virtualized."--Parag Patel, vice president, international Strategic Alliances, VMware

    "driven through a want to in the reduction of prices, improve flexibility, and increase resiliency, greater than 70 percent of agencies are planning to virtualize their UC applications, leveraging the equal infrastructure that helps other enterprise-essential purposes. however earlier than IT architects undertake UC virtualization, they should make sure that accessible solutions can meet the performance, management, and high availability requirements linked to UC structures."--Irwin Lazar, vice president and repair director, UC and Collaboration, Nemertes research

    Story Continues

    "Avaya acknowledges that any direction to collaboration requires a platform that prioritizes high reliability, functionality and adaptability. this is why we've got seamlessly brought these advantages from Avaya charisma into virtualized environments. With Avaya's UC functions now VMware competent™ for virtualization, our valued clientele can trip a quicker, extra efficient path to subsequent-era collaboration."--Gary E. Barnett, senior vice president & everyday manager, Collaboration systems, Avaya

    extra statistics & information:

  • in keeping with IDC, seventy five p.c of groups referred to virtualization is considered for the default construct of new server hardware.three
  • The proper subject preventing groups from increasing virtualization is reliability, according to V-Index, a virtualization trade quarterly survey.4
  • Avaya air of mystery VE may be included in Avaya's current Triple 7 advertising, which helps clients of the Avaya CS1000 platform circulate to an Avaya aura answer.
  • VMware, VMware vCenter and VMware competent are registered emblems and/or trademarks of VMware, Inc. within the u.s. and/or different jurisdictions. the use of the word "associate" or "partnership" doesn't imply a felony partnership relationship between VMware and some other company.

    All trademarks identified by using ®, TM, or SM are registered marks, trademarks, and service marks, respectively, of Avaya Inc. Avaya and different parties can also even have trademark rights in different terms used herein.

    Tags: Avaya, Avaya charisma, virtualization, VMware, collaboration, mobility, unified communications, cell collaboration, contact core

    About Avaya: Avaya is a global provider of company collaboration and communications solutions, proposing unified communications, contact facilities, networking and connected features to groups of all sizes world wide. For extra information please seek advice from www.avaya.com.

    definite statements contained in this press free up are ahead-searching statements. These statements can be recognized via ahead-searching terminology equivalent to "assume," "believe," "continue," "could," "estimate," "expect," "intend," "may also," "might," "plan," "potential," "predict," "should" or "will" or other an identical terminology. we've primarily based these forward-searching statements on our existing expectations, assumptions, estimates and projections. whereas we agree with these expectations, assumptions, estimates and projections are cost-effective, such forward looking statements are best predictions and involve favourite and unknown hazards and uncertainties, many of that are past our manage. These and different vital elements can cause our specific consequences, performance or achievements to differ materially from any future results, performance or achievements expressed or implied through these forward-looking statements. For a listing and description of such risks and uncertainties, please check with Avaya's filings with the SEC that are available at www.sec.gov. Avaya disclaims any intention or responsibility to update or revise any ahead-searching statements, whether on account of new information, future routine or in any other case.

    comply with Avaya: Twitter, facebook, YouTube, LinkedIn 

    1 Nemertes analysis 2012-13 Communications and Computing Benchmark.

    2 Avaya Collaboration Pods begin trials later this yr.

    three IDC Market evaluation perspective: worldwide business Virtualization application, 2011, doc #232074, December 2011.

    4 V-Index: Virtualization Penetration rate in the commercial enterprise record, Q3 and Q2 2011, by way of Vanson Bourne market analysis.


    3304-1 Avaya Call Center Elite Implementation(R) and Maintenance

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    3304-1 exam Dumps Source : Avaya Call Center Elite Implementation(R) and Maintenance

    Test Code : 3304-1
    Test Name : Avaya Call Center Elite Implementation(R) and Maintenance
    Vendor Name : Avaya
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    Avaya Call Center Elite Implementation(R) and Maintenance

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    Daycom Systems Achieves Platinum Certification Status with Avaya | killexams.com real questions and Pass4sure dumps

    Customer satisfaction, technical specialists' expertise in convergence are key to attaining certification; providing IP telephony solution to customers such as Cymer

    SAN DIEGO, Nov. 21, 2006 -- Daycom Systems, Inc. announced today that it has been named a Platinum BusinessPartner by Avaya Inc., a leading global provider of communications networks and services for businesses.

    The Platinum certification, the highest Avaya offers, is an industry-recognized designation that indicates Daycom has met a series of rigorous criteria to ensure superior technical competency and to deliver best-in-class customer service and support as measured by an independent survey organization.

    Daycom sells Avaya business communications systems, design, implementation, and ongoing maintenance services nationwide to companies like Cymer. Cymer is a driving force behind the ever-smaller and more powerful semiconductor chips found in virtually every electronic device, supplying the light sources used in manufacturing integrated circuits. Daycom provides the company with expert technical assistance and Avaya contact center solutions, and works in tandem with Avaya to provide the security services to protect their technology environment. According to Dave Almos, director of IT Operations, Cymer, "At Cymer, we are very selective about the relationships we form, so when a long-term partner like Daycom offers us insights, we pay attention."

    "With the Avaya Platinum Certification, Daycom has been and will continue to be one of the premier technology providers in southern California and to our customers across the country," said Rick Day, the President and CEO of Daycom."The Daycom team worked very hard to complete the certification requirements, which are very stringent. Only a small, select group of resellers have attained it."

    The Avaya BusinessPartner certification program has three levels of distinction - Silver, Gold and Platinum. For Daycom to achieve the Platinum rating, the company had to meet specific customer service and performance criteria thatincluded:

    o Customer satisfaction ratings. Daycom received a score of89 percent in an independent survey taken from a broadbase of customers.

    o Certified employees who have demonstrated expertise insales, design and implementation. Avaya has one of theindustry's leading programs to certify sales andtechnical professionals in IP telephony, unifiedcommunications, contact centers, and services. AvayaProfessional Certification is a progressive program withAssociate, Specialist, and Expert level credentials. Eachlevel of Avaya Certification requires passing two or moreexams in the required application area of expertise.

    Daycom has consistently received top honors from Avaya, including a 3 Star Service certification, Level 3 Service Assessment certification, and individual certifications in IP Telephony Implementation, IP Telephony Maintenance, Messaging and Call Center certification, as well as certifications with Microsoft, Extreme and Juniper networking infrastructure.

    "Avaya's strategy with its BusinessPartner program is to ensure that customers have a consistent, quality experience, whether they buy direct from Avaya or indirect through a partner like Daycom," said Ken Archer, vice president, North America Channels, Avaya. "Daycom's commitment to certification, which requires continuous development of support capabilities and consistent delivery of superior customer service, is a tremendous value both to Avaya and its customers."

    About Daycom Systems

    Daycom Systems, a provider of business communications solutions since 1992, is headquartered in San Diego and has presence across the US. Daycom delivers technology solutions including voice and data networks, IP Telephony systems, CRM and call center applications, security and wireless solutions. Daycom is a certified partner of Avaya, NICE, Spectralink, Packeteer, and many other leading vendors in integrated IP network technology. Daycom also offers a full portfolio of services - including Network Planning, Design, Project Management, Implementation, Help Desk, Maintenance, and Remote Management services. Website: www.daycom.com

    About Avaya

    Avaya Inc. designs, builds and manages communications networks for more than 1 million businesses worldwide, including over 90 percent of the FORTUNE 500(R). Focused on businesses large to small, Avaya is a world leader in secure and reliable Internet Protocol (IP) telephony systems and communications software applications and services. Driving the convergence of voice and data communications with business applications - and distinguished by comprehensive worldwide services - Avaya helps customers leverage existing and new networks to achieve superior business results. For more information visit the Avaya website: www.avaya.com.

    Contact:

    Carolina Bump, Daycom858-200-3100cbump@daycom.com

    Deb Kline, Avaya908-953-6179klined@avaya.com

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    Key to unified communications is communication, not technology | killexams.com real questions and Pass4sure dumps

    Voice over IP (VoIP) is the hot product in the networking and telecommunications markets right now. Some channel companies are continuing to work on VoIP projects, but are pinning their hopes on unified communications (UC) -- an integration of VoIP with email, instant messaging, voicemail, conferencing and other applications.

    The potential for cost savings, functional improvement and better manageability are making VoIP the leading architectural candidate for new telecom installations or significant upgrades and enhancements, according to Stuart Chandler, president and CEO of Optivor Technologies LLC in Jessup, Md.

    "Currently about 5% to 7% of our [customer] base is working with unified communications, but we expect that to grow to more like 80% within five years," Chandler said. "We're just tapping the surface of that now."

     

    Definitions of unified communications vary because it's an umbrella term describing the integration of many systems rather than a defined product set, according to Terry Gold, CEO of Gold Systems Inc. in Boulder, Colo., which partners with Avaya Inc., Cisco Systems Inc. and Microsoft Corp.

    "Generally under the umbrella you'll pull together email and voicemail and voice communications and text communications like instant messaging, and even video and presence," he said. "And then you put together products to do those things without the customers having to feel like they're always shifting from one thing to another."

    How VoIP works

    VoIP networks require a VoIP controller that sits in the data center or wiring closet, taking the place of the private branch exchange (PBX). IP PBX servers support both analog and VoIP phones within an organization, and are often chosen as transitional solutions for that reason.

    The VoIP controller links to the outside world via Internet connections or, more often, analog telephone lines. The VoIP controller handles primarily call management and routing -- that is, it opens a connection with a handset when it receives a Session Initiation Protocol (SIP) request, identifies the party being called, and makes the connection either to an IP address within the organization or to a telephone number outside.

    The VoIP controller is also connected through a series of application programming interfaces (APIs) or network connections to applications within the organization so that, when a call comes in from a customer, the VoIP controller can query a customer relationship management (CRM) system, identify an appropriate customer service representative, and deliver both customer records and the call to that rep's desktop PC and phone.

    The VoIP controller is connected to a series of routers and switches configured according to the size and layout of the network. The routers are unusual in that they support not only regular Ethernet connections but also Power over Ethernet (PoE) connections, which can provide both network connectivity and electricity to handsets on end users' desks -- in much the way an analog phone line provides both connectivity and power to a traditional phone.

    At the user end is an IP-based phone -- which might be wired or, in the case of Voice over Wireless LAN, cordless -- that connects to the network in exactly the same way as a workstation. Voice traffic is delivered to and from the phone via packets, rather than dedicated circuits, as is the case with traditional phone networks.

    The handset also contains enough processing power and a flexible enough interface to give the end user some control over the features of the call as well as the recipient. For example, an end user could record a call and link the recording to a customer record, or route the recording as email to a customer service representative or other employee.

    IP-based phones also reduce maintenance and equipment costs by eliminating the need for a PBX and a dedicated circuit-switched network to connect it to users' phones. They also reduce long-distance phone charges and offer the chance to improve worker productivity with click-to-dial functions or integration with CRM and other applications that can present on-screen customer information the moment it's needed.

    Moving further into UC

    Unified communications solutions go further by connecting the phone system to other applications. That gives companies the tools to streamline or automate not only their business-critical processes, but also their casual interactions, according to Irwin Lazar, networking analyst at Mokena, Ill.-based Nemertes Research Group Inc.

    Some of the benefit is in what Nemertes calls "Just-in-Time Fetch the Expert" applications -- in which a unified communications system can use phone, instant messaging, email or any other means available to immediately contact a key sales or service person in order to solve a customer problem or help close a deal.

    Whirlpool, for example, set up a system under which low inventory would set off an alert to business-unit managers, delivered via their preferred medium -- phone, instant message, email or other -- and creating an impromptu conference at which they could decide in minutes what to do about an issue that might otherwise have taken days to resolve.

    Vendors and packages

    Unified communications vendors differ mainly according to the type of products they produce.

    Microsoft's version, for example, relies on its Office Communications Server 2007 for instant messaging, presence-enablement, voice- and videoconferencing, application sharing and call management using a third-party IP PBX server as an interface to traditional phone lines. Exchange Server 2007 provides email and voicemail integration and directory integration. Office Communicator 2007 Desktop provides PC-based application controls to enhance functions available on the handset itself. Customers have to buy the IP phones and switches to support them, as well as the IP PBX gateway from other vendors.

    Cisco's multifaceted unified communications plan divides UC into core and edge routers, a line of IP-based phones, security appliances, call-center automation software, call-control servers as well as connections to email, teleconferencing, speech control and other functions.

    It also divides both its products and services into small-business VoIP and unified communications, VoIP and UC for midsized businesses, and enterprise-class UC solutions.

    Avaya Inc.'s unified communications lineup takes much the same approach, with separate hardware, software and services for mobility, voice messaging, desktop telephony, unified messaging, Web conferencing and videoconferencing.

    Though Cisco is the leading name in unified communications and Microsoft is perceived as the primary challenger, they are far from alone in the market. Avaya, IBM, Mitel, NEC, Nortel, Shoretel, Siemens, Teleware, Alcatel-Lucent, HP and others are also significant players.

    So far, no single vendor has a dominant position in either VoIP or unified communications, according to most analyst reports and, most recently, a survey of readers of SearchVoIP.com.

    The market as it stands for VoIP is big and growing quickly -- to as much as $1.27 billion by 2010, according to IDC. About 19% of large companies in the U.S. already have significant VoIP rollouts.

    Customers who already have VoIP, however, are increasing their spending; 15% expect to increase their UC spending by as much as 25% between this year and next, according to SearchVoIP.com's survey. Another 15% will increase their UC spending between 25% and 50%, and one in 10 will increase UC spending by more than 50%.

    That spells a lot of business and a lot of ongoing service for channel companies, Chandler said.

    But the sales pitch and plans for creating unified communications solutions are far more complex than just deciding which vendor to support, according to both Chandler -- a Nortel Elite and Microsoft UC partner -- and to Eric LeBow, vice president of business transformation at Spanlink Communications Inc., a top-level VoIP and UC partner of Nortel competitor Cisco.

    Defining business benefits

    VoIP tends to be an easier sell than UC because it's fairly easy to define the cost savings of supporting only a data network, rather than a PBX-centered telephone network in addition to an IP network, LeBow said.

    Generally, VoIP networks are considered money savers because they reduce the cost of hardware, software, maintenance and network management by eliminating the need to maintain one network for voice and another for data traffic.

    However, the ability to sell customers on unified communications solutions requires a detailed understanding of their business processes, how closely a new system would have to mimic the old, and what the business-unit managers hope to accomplish with the system.

    "In [a typical project] assessment you're talking about the number of boxes, bandwidth, sizing considerations. That's as far as you'd take it with a typical infrastructure deal," LeBow said. "With unified communications you're sitting down with the CIO, the CFO, the CEO, the business units, and talking about how they're doing business and how they're planning to take advantage of the system."

    Unlike an infrastructure project, which might be driven by the IT or telecommunications department, unified communications projects are typically initiated by a business-unit manager or top executive to increase productivity.

    "We are seeing customers wanting to use [UC] to cut costs, but also to drive top-line revenue and increase customer satisfaction," LeBow said. "When you can get the right call to the right person at the right time you can increase the satisfaction of the customer, but you also increase your ability to upsell and other abilities that really drive the top line."

    The process of using a phone or email is so ingrained in most people, however, that many customers demand that a UC system first replicate the functions and commands of the old system before giving any of the new abilities a chance, Gold said.

    "One customer example: We were well down the path of implementation with one customer when we were told that they have people who like to broadcast voice messages -- record a message and send it out to 19 people," Gold said. "We had a moment of drama figuring out if this system could do that, because someone wanted that function enough that it would have been a showstopper; it would have just stopped us."

    More often, though, end users will stick with the same functions they rely on with traditional systems rather than spend more time figuring out what the new system can do for them and how best to take advantage of it, Chandler said.

    "When you can show somebody that something they've been taking 20 minutes to do, that they do four or five times per day, they can do in four or five, a light bulb goes off," Chandler said.

    End-user productivity improves dramatically just because there's no longer a need to check voicemail and email and other communications media separately, LeBow said.

    But centralizing messages does more than eliminate redundant mailboxes. Using traditional voicemail, an end user might have to listen to a long message several times, if the phone number came at the end and was a little garbled, Chandler said. "With UC, you get that voicemail as a .wav file, and you can push the slider to the place you need to re-hear. Much simpler."

    "And you don't have to be in the office to be productive," Chandler added. "In my business I can be on the golf course and still see every sales transaction that happens, so I'm right on top of things, no matter where I am."

    That type of access-anywhere functionality brings a vast increase in productivity, much greater satisfaction from end users, and the ability to streamline business processes based on clunky traditional communications media, LeBow said.

    But making it work takes a lot of upfront work with the customer, mapping requirements, training users, training technical staff and offering ongoing support so customers continue finding new ways to take advantage of the system long after it's been installed, LeBow said.

    "If you just implement unified communications and walk, most of the customers are going to be a long time grasping the subtleties and abilities of the system," Chandler said.

    Counting cost, defining success

    Just as important as training end users is the ability to explain to them what they're getting in a concrete, realistic way, according to Bill Trussell, networking and security analyst at TheInfoPro Inc. in New York.

    "If someone comes along and says something will be just as easy to use as the old phone system, then it takes some training to make it work and that training doesn't happen, the whole project could sour," Trussell said. "Likewise, if the architect and senior managers don't come to an agreement on cost savings, what will be accomplished and -- just as important -- how those things should be measured, that can sour the project as well."

    Trussell added that any surprises can be an issue. "Projects get derailed when expectations are not properly set at the beginning, or if there is a disconnect between what they see and what senior managers or end users are expecting," he said.

    Good estimates of cost and functionality can keep expectations in line by minimizing the potential for unpleasant midproject surprises for either project managers or end users, Trussell said. Telephone handsets are such an integral part of an end user's tools that any unexpected change in function or response will raise alarm bells and slow the progress of a VoIP project, he said.

    A return on investment (ROI) analysis by Nemertes Research found that the average combined capital and operational cost of rolling out VoIP is $843 per user, though the per-user cost is lower for larger companies. Each unit costs about $473 in maintenance and operational costs per year; companies spend an average of between 12% and 17% of the capital cost of the units for maintenance each year, Nemertes' report finds.

    Also critical are gradual rollouts targeting small groups within the organization that are willing to put up with minor glitches. Upgrading the CFO's administrative assistant during an early part of the project, when the system's performance is uncertain or training and support issues haven't been worked out, is a huge no-no. Those complaints go straight to the ears of the people who approve or cut off project funds.

    "Anyone signing off on a unified communications solution project is running something of a career risk," Trussell said. "Someone is always going to be looking over their shoulder and asking 'Why didn't you think of this,' or looking at the issues that cause the project to balloon."

    Technical concerns

    Network upgrades are almost a given, however. Typical networks are too subdivided to deliver the low latency required by voice traffic. In addition to adding switches designed to carry VoIP traffic, administrators need to create virtual LANs that can separate voice and data traffic to some extent. Furthermore, most networks are not currently set up to support SIP.

    Underestimating bandwidth is a common problem, according to Bob Beler, president of Information Systems Group Inc. in Rolling Meadows, Ill. Voice over IP calls use about 35 Kbit/sec, but impromptu conference calls, forwarded calls and other important collaboration features can multiply the amount of bandwidth each call eats up, he said.

    The ability of many unified communications solutions to forward voicemail via email, while convenient, changes the legal status of the messages themselves, especially for companies in finance, healthcare and other heavily regulated industries that require email and other documents to be stored and archived.

    "If you don't plan to expand disk space capacity, that's going to be a surprise," Trussell said.

    Weaknesses in cabling and power can be the most insidious problems, however. Most VoIP phones require PoE connections from the network switch, which is easy enough to plan. But most departmental network closets aren't wired for anywhere near the kind of voltage required to power dozens of phones and switches as well as the bridges, routers and networking equipment.

    The best solution is to check all the power, training, networking, facilities management, technical support and other issues, then roll the project out in a relatively isolated user group -- preferably one in a new building that won't require upgrades to network cabling, power or other infrastructure issues, Trussell said.

    That makes it easier to get the whole system working and builds in a happy user base that can spread the good word to other departments and make the overall project easier, he said.



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    Aruba [6 Certification Exam(s) ]
    ASIS [2 Certification Exam(s) ]
    ASQ [3 Certification Exam(s) ]
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    Avaya [96 Certification Exam(s) ]
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    VCE [6 Certification Exam(s) ]
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    Vmware [58 Certification Exam(s) ]
    Wonderlic [2 Certification Exam(s) ]
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    XML-Master [3 Certification Exam(s) ]
    Zend [6 Certification Exam(s) ]





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    Avaya 3304-1 Exam (Avaya Call Center Elite Implementation(R) and Maintenance) Detailed Information



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