|Exam Name||:||Avaya Aura Experience Portal with POM Implementation and Maintenance|
|Questions and Answers||:||124 Q & A|
|Updated On||:||April 19, 2019|
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3309 exam Dumps Source : Avaya Aura Experience Portal with POM Implementation and Maintenance
Test Code : 3309
Test Name : Avaya Aura Experience Portal with POM Implementation and Maintenance
Vendor Name : Avaya
Q&A : 124 Real Questions
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Avaya these days introduced Avaya charisma event Portal, its latest client engagement answer on cell, promising more desirable cellular customer experience.
the brand new answer is designed to connect seamlessly between visible self carrier mobile functions and on-demand suggestions to a contact center agent or skilled and plug the hole between the cell app journey and consumer service for majority of patrons.
merits of Avaya aura journey Portal
# improved consumer pride and loyalty
# greater manufacturer notion
# decreased traffic into the contact center
# more correct routing and decreased interplay time
# reduction of development and guide prices
Danette Craig, vice president, Interactive Northwest, Inc. pointed out: “Our beta checks of the cell web with Avaya Breeze integration revealed an omni-channel powerhouse able to passing suggestions among voice, SMS, and email channels.”
Combining Avaya Breeze capabilities with Avaya experience Portal can give merits in easing development of easy mobile self-service.
Nancy Jamison, foremost analyst, consumer Contact at Frost & Sullivan, referred to: “Omni-channel engagement, principally from cell contraptions, is all about convenience and reducing customer effort.”
Swampfox applied sciences will introduce the mobile client provider capabilities of Avaya into its full answer stack.
Tom Hanson, vice chairman, Product and advertising, Swampfox technologies, noted: “by way of integrating with Avaya Breeze, Swampfox captures the whole consumer adventure across mobile, SMS, and voice channels, attractive valued clientele the correct method, at the right time.”
Karen Hardy, senior director of client Engagement at Avaya, spoke of mobile self-provider needs to bear in mind that the buyer may need additional advice and supply continuity and context between the mobile consumer experience and the coronary heart of the contact middle.
big apple, the big apple--(Marketwire - Aug 14, 2012) - SPEECHTEK 2012, CRM EVOLUTION AND customer carrier event
today Avaya introduced that regional carrier company nTelos wireless is riding down costs and offering market-main client carrier through the use of Avaya consumer adventure interaction management options for contact middle, speech and staff optimization.
based in Waynesboro, Va., nTelos instant serves 420,000 high-pace voice and records subscribers throughout seven states. The business works in a hastily changing trade and ought to reply instantly to customers and rivals. With Avaya consumer interaction administration options supported by an Avaya air of mystery® communications infrastructure, nTelos instant has been able to:
Avaya solutions Used by way of nTelos wireless as the foundation for its improve, nTelos deployed Avaya charisma communication supervisor. Key purposes consist of Avaya air of secrecy call center Elite, Avaya aura experience Portal and Avaya air of mystery workforce Optimization.
nTelos wireless also uses Avaya self-carrier purposes developed by way of Interactive Northwest, Inc. (INI) to take advantage of the capabilities of Avaya air of secrecy and Avaya air of secrecy experience Portal -- the latest technology of Avaya's award-winning Avaya Voice Portal. adventure Portal provides a single application platform for each inbound and outbound self-carrier functions across distinctive media, together with telephone, video, mobile devices, e mail and SMS text. intelligent call routing capabilities make it convenient to orchestrate a seamless handoff from self-service to an agent, improving the general customer event.
Avaya aura staff Optimization equipment allow nTelos instant to trap and analyze contact middle information and obtain continuous productivity improvements. The company can effortlessly analyze call patterns to investigate what number of brokers it wants and when as a way to achieve first-class dreams. body of workers Optimization also enables the company to keep prices by examining no matter if it's more efficient so as to add personnel or to have brokers work overtime.
The Avaya consumer experience interaction management solution for nTelos wireless was designed and deployed by using NACR, an Avaya join Platinum companion.
This announcement highlights Avaya's dedication to bringing The energy of We™ to each Avaya consumer to assist pressure faster collaboration, smarter decisions and more suitable company effects.
fees "With Avaya air of mystery® adventure Portal, our contact center can with ease develop new time-saving self-provider functions for easy inquiries. We free our acquaintances to focus on greater advanced customer needs and on beneficial up-promote alternatives. We're capable of obtain extraordinarily excessive consumer satisfaction costs and store tens of heaps of hours of associate time."
"there's inherent reliability in the Avaya architecture. If we lose one site quickly, the acquaintances' phones can reregister at a further area devoid of loss of service. So we have very excessive availability at minimal cost."
"We're in a swiftly changing business and need to reply quickly to what our opponents are doing. With Avaya charisma event Portal, our contact center is in a better position to incorporate new time-saving applications so agents can focus on our consumers. And with Avaya aura workforce Optimization, we've outstanding equipment to with ease manage our team of workers. This continues our expenses in line whereas nonetheless offering wonderful carrier." JOHN MARK LOGAN, SENIOR network ENGINEER, nTELOS instant
Avaya at SpeechTEK, CRM Evolution and client carrier experience on the SpeechTEK, CRM Evolution and client service event movements occurring simultaneously on August 13-15 in ny city, Avaya (booth #603) will spotlight its newest client event interplay administration solutions for corporations of all types and sizes. Avaya consumer journey international administration specialists will be on hand leading sessions and showcasing the newest in social media, cell, efficiency analytics and multichannel self-service.
Tags: Avaya, charisma, client provider, name middle, call routing, contact center, cellular consumer service, self-service, speech purposes, customer experience interaction management, personnel optimization.
About Avaya Avaya is a worldwide provider of business collaboration and communications options, presenting unified communications, contact facilities, records options and connected capabilities to companies of all sizes all over. For more tips please seek advice from www.avaya.com.
About NACR NACR is the world's leading independent integrator of communications solutions and services, with over 5,500 consumers that latitude from small groups to FORTUNE® one hundred and global commercial enterprise valued clientele. one in every of Avaya's greatest world channel companions, NACR is a part of the ConvergeOne household of businesses. For more information, please talk over with www.nacr.com.
About Interactive Northwest, Inc. Interactive Northwest, Inc. (INI) develops ingenious interactive voice response computing device telephony integration and self-carrier applications for prime-quantity call facilities. The company is a protracted-standing partner in the Avaya DevConnect software and a developer of name center speech functions. For extra counsel, please seek advice from www.interactivenw.com.
About nTelos nTelos Holdings Corp., working through its subsidiaries as "nTelos instant," is headquartered in Waynesboro, Virginia, and gives excessive-speed, dependable nationwide voice and records coverage for over 400,000 retail subscribers primarily based in Virginia, West Virginia and parts of Maryland, North Carolina, Pennsylvania, Ohio and Kentucky. For extra assistance, please consult with www.ntelos.com.
certain statements contained in this press unlock are forward-looking statements. These statements may be recognized by the use of forward-searching terminology comparable to "expect," "agree with," "proceed," "may," "estimate," "are expecting," "intend," "may additionally," "could," "plan," "potential," "predict," "may still" or "will" or different an identical terminology. we now have primarily based these ahead-looking statements on our present expectations, assumptions, estimates and projections. whereas we accept as true with these expectations, assumptions, estimates and projections are reasonable, such ahead looking statements are handiest predictions and contain wide-spread and unknown hazards and uncertainties, many of which might be past our manage. These and other crucial elements may cause our exact effects, efficiency or achievements to differ materially from any future outcomes, performance or achievements expressed or implied with the aid of these forward-looking statements. For a listing and outline of such risks and uncertainties, please consult with Avaya's filings with the SEC that are available at www.sec.gov/. Avaya disclaims any intention or duty to replace or revise any ahead-searching statements, even if as a result of new tips, future pursuits or in any other case.
comply with Avaya on Twitter, fb, YouTube, LinkedIn, Flickr, and the Avaya related blog.
Avaya has announced two new contact centre items in its Avaya air of secrecy Contact Centre Suite, the Avaya charisma Contact center 6.2 and the Avaya air of mystery event Portal.
the brand new products are designed to support enrich each agent-assisted and automatic service and support pressure more personalised and more desirable consumer experiences throughout an array of media channels - together with social media.
"modern day purchaser interactions go back and forth across many more communications modes - email, text, video and now social media. As these multimedia requirements evolve into ‘transmedia' needs - characterised via the seamless transfer of suggestions across every kind of communications - organizations ought to without problems combine all of those modes for consistency. Avaya addresses this with items using terrific client experiences across a considerable number of media, turning those experiences into competitive assets," said Mohammed Areff, managing director - Gulf and Pakistan, Avaya.
The Avaya air of mystery Contact center 6.2 is a multimedia assisted care application, designed to permit companies to remedy consumer considerations by bringing all key parties along with consumer guidance into a session. New aspects in the Contact Centre 6.2 are that collaboration with specialists is now simplified through integration with Avaya Session manager and social media can also be integrated into the agent laptop through Avaya Social Media manager and new consulting services.
Scalability has also been more desirable with assist of up to ninety,000 agents in a single virtual network, because of new integration with Avaya aura verbal exchange supervisor.
The Avaya charisma event Portal now has an optimised automatic functions platform for multimedia inbound and outbound interactions and new developments encompass integration with Avaya air of mystery Contact Centre, more low-priced self-carrier via adventure Portal's potential to be deployed in a virtualised ambiance and quicker software construction for self-service is driven by way of the new Avaya Orchestration dressmaker.
Avaya aura Contact Centre 6.2's multimedia capabilities are now unified with Avaya's automated name distribution utility, Avaya air of mystery name Centre Elite, designed to allow unified laptop, reporting and administration. Avaya journey Portal software and tools unify migration of open necessities-based mostly functions from Avaya Interactive Response, Avaya Media Processing Serverand prior releases of Avaya Voice Portal.
"making certain first-class client provider throughout multimedia channels more and more skill the creation of sessions that now not best bring together purchasers, brokers and consultants in a fast, productive approach, but additionally maintain a consumer's context. using this method to serve the heightened expectations of buyers is a differentiator for main organizations," referred to Drew Kraus, research vice chairman, Gartner.
Avaya has also introduced the Avaya Social Media supervisor, designed to scan big quantities of social media content material, reminiscent of tweets and fb updates, in an automatic fashion, analyse the content material for relevance after which allows for consumer carrier brokers to take motion.
Avaya's new contact centre functions are designed to be capable of increase provider throughout many kinds of conversation and assemble consumer context, akin to background and account quantity and healthy it at once with the appropriate agent in true-time.
this can reduce the want for consumers to repeat suggestions and increases first contact resolution, riding competitively-differentiated provider via greater client delight and salary.
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Four new services are available from M&C - focused to increase efficiency, reliability, and further automate contact centers and IVR platforms, while ensuring optimum productivity. Never before has there been such offerings all at once for services designed specifically around allowing Contact Center management to make greater use of their existing Contact Center and IVR platforms.Bohemia, NY, February 04, 2015 --(PR.com)-- M&C Associates announced today its offering of four new services, all focused to increase efficiency, reliability, and further automate contact centers and IVR platforms, while ensuring optimum productivity. Never before has there been such offerings all at once for services designed specifically around allowing Contact Center management to make greater use of their existing Contact Center and IVR platforms.
“These offers represent the culmination of a ‘best in class’ development and deployment process,” says Lou Marianacci, CEO and President, M&C Associates LLC. He continues, “Needs were identified by our customers, solutions were built and tested in production environments, followed by a rigorous post-production QA process. The final step was to get a ‘seal of approval’ from our customers before they were introduced to the market-at-large.”
The first of four new offers available from M&C Associates is the Avaya POM Service, which empowers Business Analysts and Contact Center Managers to become more self-sufficient with hands-on capabilities. Designed to implement automated outbound campaigns, these campaigns can be sent by SMS texts, emails, or phone alerts and notifications, agent-based predictive dialing, interactive services-or a combination are also provided. Creating engaging interactive campaigns that give customers the information they need when they need it, in the way they choose to receive it, is all possible with POM on the Avaya Aura© Experience Portal-AAEP. M&C not only trains the contact center management team on how to implement a campaign, the strategic direction of a campaign is part of the knowledge transfer, and Contact Center analysts learn how to design strategies leveraging POM features. With this capability, the creation, implementation, and management of campaigns is simplified, which helps business reduce costs, capture more revenue and improve customer satisfaction.
Next, is Day-2 Support for those with Avaya Aura® Contact Center-AACC, providing high level service upon ‘implementation cutover’ day to guarantee optimum efficiency for the contact center. Day-2 Support prepares contact center management to be more self-sufficient with ‘built-in tools’ and an escalation process. Access to M&C’s subject matter experts in problem resolution and identifying the more critical issues, guarantees maximum productivity in contact center management.
The third offering is an intelligent proactive monitoring service called iProWatch for IVR platforms and applications. Designed to reduce downtime, improve operational efficiency and increase system availability, iProWatch service is associated with three simple words that define its primary benefit-‘peace of mind’! With iProWatch sanity checks are performed by default in 15 minute intervals for functionality and performance, and any potential problems on the IVR platform can be detected before business is impacted. This provides the highest level protection against outages, alarms, errors or failures. It can even be highly customized to suit business operational needs such as: setting a ‘disk alarm’ for when a disk is running low on space; sending a notification at the first ‘sign of degradation’ on a critical process; or alerting ‘loss of revenue’ when an application/operation inefficiency is detected.
The fourth and final offering to be announced at this time, is M&C Associates’ Agent Screen Consolidator, which provides a way for agents to navigate a variety of legacy green-screen applications and web services, all coming from dissimilar host data formats, and delivers them to a single source-the agent’s desktop for a unified appearance. When the agent can see the “full lifecycle” of the customer experience, quality service is delivered by the agent to the caller as a result of: shortened call time, special notes to the agent about the caller, and calls flow effectively. One client claimed that training time was reduced by 75%, with drop down notes and screen pop alerts being available to agents to assist callers, and reported a 50% increase in agent retention.
All of these new services are successfully implemented in various contact centers, and may be demonstrated upon request. For further information, please feel free to contact us.
M&C Associates LLC is a premier provider of IVR, Speech, CTI and Contact Center solutions to enterprises, government agencies, and service providers across the United States and Canada. With over 25 years of experience in IVR system deployments worldwide, we have a keen understanding of customer requirements and are proud of our successes in meeting and exceeding their expectations. We are a certified Avaya Business Partner and provide a full suite of services for the Avaya Voice Portal, MPS 500/1000 and Nortel VPS legacy platforms. M&C offers business consulting services, program management, system design, application design and development, advanced speech design and implementation, CTI and web solutions integration. We assist clients with migration of existing applications to a new platform or a complete from the ground-up system redesign to take advantage of newer technologies. Please contact us with any questions about our company, products and services.
Avaya today announced a new solution for mid-size contact centers that streamlines adoption, implementation and management of comprehensive outbound customer communications. Avaya Outbound Contact Express is a turnkey solution with all the hardware, software and support services needed for cost-effective, proactive customer experience operations.
Easy to set-up and maintain, Outbound Contact Express builds on Avaya's proven, outbound customer experience management capabilities in a pre-integrated, all-in-one solution for the mid-size contact center with 25-250 agents and up to 500 trunks. Compared to alternative, multi-vendor solutions, Outbound Contact Express reduces the time to service from a baseline of 30 days to one or two.
Avaya Outbound Contact Express uses industry leading call detection and advanced, patented predictive and preview dialing algorithms for more effective use of agent time and a lower cost per call to reach customers. In addition, a single contact for all maintenance and support needs significantly reduces the costs and complexity associated with day to day operations and maintenance of traditional, multi-vendor solutions.
Outbound Contact Express includes:-- Administrative web client for defining campaigns -- Full featured, market leading dialer with exceptional call detection accuracy -- Agent scripting to ensure consistent, successful customer interactions -- Reporting and call recording to ensure quality and compliance -- Avaya Speech Analytics to drive insight and improvement to agent performance and operations. -- 24x7 support and Expert (TM) systems monitoring -- Software upgrade protection as well as optional parts support
Avaya Outbound Contact Express leverages key, patented elements of Avaya's portfolio of Outbound Contact Center solutions to provide comprehensive features and capabilities packaged to fit the specific needs and requirements of mid-size contact centers. Avaya's Outbound and Proactive Experience Management solutions provide businesses with a complete, multichannel, agent and agent-less solution to support their outbound marketing, sales, service, and collections needs. Applications like Avaya Proactive Contact and Avaya Proactive Outreach Manager simplify execution of large scale outbound campaigns while ensuring businesses meet even the most strict regulatory compliance requirements.
Avaya Outbound Contact Express will be globally available this summer.
Quotes: "Establishing proactive customer experience operations has previously required companies to engage in a long, arduous process and with several vendors, and was often out of the reach of mid-sized operations. Avaya Outbound Contact Express streamlines all this with a powerful, pre-integrated solution that provides all the pieces, including ongoing support and upgrade protection, need for highly effective operations." --Mark de la Vega, Vice President and General Manager, Contact Center, Avaya
"The typical contact center operation is largely focused on being available through a variety of means when the customer is ready to initiate contact. But, there is tremendous value to adopting a proactive contact strategy that can alert customers and others when there is information they need to know. Single vendor, turnkey technology solutions make adopting a proactive strategy much more feasible, and can remove many of the hesitations that may prevent organizations from going down this path." --Ken Landoline, Principal Analyst, Current Analysis
"We see a significant opportunity for a comprehensive turnkey proactive contact solution for the mid-size contact center. This is a largely underserved market due to the complexity and cost of traditional, multi-vendor solutions. We believe AdvanTel customers will be as excited about Avaya Outbound Contact Express as we are."
--Dan Ferguson, President and CEO, AdvanTel
Additional Resources Avaya Contact Center Solutions
Tags: Avaya, Avaya Aura, customer experience management, contact center, proactive customer service, outbound customer contact, workforce optimization, analytics,
About Avaya: Avaya is a global provider of business collaboration and communications solutions, providing unified communications, contact centers, networking and related services to companies of all sizes around the world. For more information please visit www.avaya.com.
Certain statements contained in this press release are forward-looking statements. These statements may be identified by the use of forward-looking terminology such as "anticipate," "believe," "continue," "could," "estimate," "expect," "intend," "may," "might," "plan," "potential," "predict," "should" or "will" or other similar terminology. We have based these forward-looking statements on our current expectations, assumptions, estimates and projections. While we believe these expectations, assumptions, estimates and projections are reasonable, such forward looking statements are only predictions and involve known and unknown risks and uncertainties, many of which are beyond our control. These and other important factors may cause our actual results, performance or achievements to differ materially from any future results, performance or achievements expressed or implied by these forward-looking statements. For a list and description of such risks and uncertainties, please refer to Avaya's filings with the SEC that are available at www.sec.gov. Avaya disclaims any intention or obligation to update or revise any forward-looking statements, whether as a result of new information, future events or otherwise.
Follow Avaya on Twitter, Facebook, YouTube, LinkedIn, Flickr, and the Avaya Connected Blog.Avaya Media Contact: Deborah Kline P: 908-953-6179 email@example.com
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EAGAN, Minn., May 10, 2011 /PRNewswire/ -- Solutions integration expert NACR continues to build its multivendor resource pool in support of Avaya's heritage Nortel customers, adding new certifications, implementation expertise, and a team dedicated to meeting the needs of this unique customer base.
As one of the largest Avaya channel partners worldwide, NACR (www.nacr.com) is the leading independent integrator of best-in-class communications, collaboration, and customer interaction solutions — delivering comprehensive sales, consultative, training, and technical support, as well as managed services and maintenance. The company works closely with Avaya and other technology innovators to integrate the latest hardware, software, and applications into end-to-end multivendor solutions for diverse markets.
"NACR has a highly trained and growing team of experts in place to help Nortel customers evolve their networks to protect existing investment while taking advantage of the new capabilities available to them through next-generation Avaya solutions," according to John Behnken, National Vice President of NACR. "Our technicians continually add to their list of certifications to meet the needs of not only Nortel customers, but any customer with a multivendor environment."
NACR recently expanded its Nortel implementation resources with the hiring of staff for a core Nortel team including a Tier 3 Implementation Support Engineer, a Senior Project Manager, a Senior Software Specialist, and an Implementation Technician/Engineer. Heritage Nortel customers were already supported by a dedicated maintenance team based out of NACR's high-tech Network Operations Center (NOC) in Eatontown, NJ.
Additionally, the company's commitment to supporting Nortel customers includes the NACR Blue Council — a group of dedicated employees with certifications and experience in Nortel sales, technology, and marketing. The council, which is chaired by Behnken, meets regularly to discuss Nortel customer needs and challenges, and is available to consult with individual customers to offer specific solutions and support.
NACR will also reach out to Nortel customers as a Bronze sponsor of the upcoming International Avaya Users Group (IAUG) Global Conference 2011, May 22-26 at Caesars Palace in Las Vegas, NV. With more than 6,000 members, IAUG combines the previous Avaya and heritage Nortel user groups into one of the world's largest international organizations for communications technology professionals.
During the conference, the NACR Blue Council will be at the company's booth (#527) to showcase NACR's multivendor certifications and its support for implementation and maintenance of heritage Nortel products in addition to the complete Avaya product line. "We are excited to meet the Nortel users at IAUG to talk about NACR's credentials and how we can help customers integrate Avaya technologies to add value to their communications solutions," said Behnken. NACR's booth will feature live demonstrations of two of its industry-leading solutions — Avaya Flare® and Avaya Aura® Contact Center — plus its managed services and new Customer Portal.
Customers are encouraged to stop by NACR's booth during the conference to confer with the Nortel experts and receive a free gift. IAUG members who plan to attend can contact their NACR representative or call the company at 1-888-321-6227 ahead of time to arrange a consultative meeting at the event.
With offices nationwide, industry award-winning NACR (Eagan, MN) is a certified Avaya Platinum Channel Partner, seven-time Avaya BusinessPartner of the Year, and the leading independent integrator of best-in-class communications, collaboration, and customer interaction solutions for businesses. Its highly trained and experienced team, with more than 300 industry-recognized certifications, delivers proven, scalable, cost-effective solutions tailored to a customer's end-to-end needs, from sales through ongoing support. Using sophisticated processes, advanced tools, and two high-tech Network Operations Centers (NOCs), NACR provides comprehensive monitoring and managed services for multivendor infrastructures. And to help customers keep pace with changing technology and business needs, the NACR Center of Excellence for Learning and Development provides training and educational opportunities. For more information, call 1-888-321-NACR (6227) or visit www.nacr.com.
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