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642-164 - Unified Contact Center Express and Unified IP/IVR (UCCXD) v 1.1 - Dump Information

Vendor : Cisco
Exam Code : 642-164
Exam Name : Unified Contact Center Express and Unified IP/IVR (UCCXD) v 1.1
Questions and Answers : 101 Q & A
Updated On : April 24, 2019
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642-164 Questions and Answers

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642-164 Unified Contact Center Express and Unified IP/IVR (UCCXD) v 1.1

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642-164 exam Dumps Source : Unified Contact Center Express and Unified IP/IVR (UCCXD) v 1.1

Test Code : 642-164
Test Name : Unified Contact Center Express and Unified IP/IVR (UCCXD) v 1.1
Vendor Name : Cisco
Q&A : 101 Real Questions

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Cisco Unified Contact Center Express

10 Leaders in quickly-changing Omnichannel Contact core Sector | Real Questions and Pass4sure dumps

The contact core is probably the most important asset of a company that lives or dies via the quality of its interactions with its valued clientele, shoppers and prospects.

A sample of 10 major omnichannel contact core providers suggests that it's a class in transition. half one is ongoing: The name core has turn into the contact core and in many situations has taken up house within the cloud. The next step, which probably might be transformative, is the mixing of synthetic intelligence and massive information. The influence of these changes will cause consolidation and new entrants, together with some huge avid gamers.

the ten corporations profiled run the gamut from prevalent (Cisco) to lesser widely used (Enghouse and Serenova). Some platforms are within the cloud, some on premises, and some are offered in both. Pricing is multiple. There are loads of choices on elements units. goals consist of the skill to communicate over any device, swap agilely all the way through periods, and supply agents with pertinent counsel as it is required.

corporations should be certain that the systems they opt for have the appropriate ability. other factors that should still be stored in intellect are no matter if the focus is on outbound contacts (commonly sales) or inbound traffic, even if the emphasis is on ordinary cellphone contacts (perhaps premiere for companies serving an older demographic) or multimedia, and no matter if seasonal and every day spikes in site visitors will also be accommodated.

eventually, businesses should understand that the seller lineup is fluid.  They should still have a transparent theory of the seller or service provider’s plans and their options if it is acquired or goes out of company. These are general occurrences in instantly altering sectors. "The dealer landscape is relatively fragmented and consolidating, plus with the cloud in ascendancy, we're getting new gamers as smartly," talked about Jon Arnold, the predominant of J Arnold & friends.

10 Contact middle seller Leaders


8x8, Inc

8x8 digital Contact middle

8x8, headquartered in San Jose, California, presents the digital Contact middle. besides the items available today, the company will make the X series purchasable this summer season. introduced at commercial enterprise connect, the X series eliminates the silos and aspect solutions that have developed between voice, the contact core, collaboration and conferencing. it is going to try this by way of working off one set of facts, one workflow engine and one analytics engine.

  • team of workers optimization
  • superior company mobilephone and collaboration capabilities and unified communications
  • helps for voicemail, electronic mail, internet callback, net chat, social and others
  • Browser-based
  • helps agents despite location
  • Integrates with a couple of main CRM systems and can be configured to interface with other business applications
  • Globally dispensed brokers have average admin and reporting and high voice exceptional via geo-routing to the closest of 8x8's 15 global information facilities
  • Key industries: fiscal functions, fitness care, high tech, coverage, felony, manufacturing, true estate, retail go back and forth/hospitality

    Alcatel-Lucent commercial enterprise

    Paris-primarily based Alcatel-Lucent business is commonly used for far more than contact facilities. On the contact center front, the enterprise focal point presently is on training, government, health care, hospitality and transportation. The OmniTouch Contact core average version points modules for contact middle supervision, distribution, agents and interactive voice response. OpenTouch consumer service supports each agent-based and self-carrier multimedia interactions.

    OmniTouch Contact center common edition

  • Contact centers in particular pushed by using inbound voice interactions
  • far flung agent facilities
  • department survivability for inbound contacts with Alcatel-Lucent OmniPCX business Passive communique Server
  • Prioritized "ability mapping" routes calls according to finest accessible supplies
  • advanced queuing with embedded voice announcements
  • Integration with compliant enterprise applications, messaging functions and LDAP directories
  • OpenTouch customer provider

  • Social media channels
  • Agent and supervisor net desktop
  • Inbound, outbound and blended campaigns with constant agent scripts
  • Multimedia help: voice, e mail, net, social media
  • clever routing in keeping with agent skills, client profile, geography and business suggestions
  • Predictive dialer for a high productiveness and speak times while complying with legislations
  • visual management interface for supervisors to display screen and manipulate operations, team of workers, and consequences
  • computerized Speech recognition (ASR), textual content To Speech (TTS), natural Language (NL)
  • Avaya

    Avaya Oceana answer

    Avaya, like Alcatel-Lucent enterprise, has a protracted historical past and high profile. The Oceana solution, the enterprise says, enhances customer interplay and drives loyalty. The platform supports any device at any point in the interaction, captures all interactions, and integrates interactions from legacy systems.

  • rich multi-touch engagement: customers can have interaction via cellular, net, cell, internet chat, chatbot, SMS, e mail, social, video, voice
  • Context renovation: maintain context in the course of the interplay
  • visual workflows: Drag-and-drop design allows for brokers to convey the correct components, content material and context collectively throughout consumer relationship administration (CRM) and other techniques
  • 360-degree client context: Captures consumer, enterprise and situational context throughout all contact points
  • next-era direct-to-agent routing: immediately matches clients to the optimum agent or enterprise
  • Intuitive agent and supervisor workspaces: HTML5-based omnichannel computers are handy to use and an impressive driver of user productivity
  • advanced analytics: Avaya Analytics is designed for multitouch and features an open facts mannequin designed to supply new and powerful insights
  • constructed on Avaya Breeze, which can support third-birthday celebration and customized apps and cloud services via modular Snap-ins
  • Key industries: economic capabilities, insurance, health care, hospitality, education, manufacturing, outsourcers, executive


    Cisco, with its wide selection of contact middle offerings, aims to serve the entire waterfront with a wide variety of products and configurations. The company's have an impact on skill that items from many different companies within the contact core class interoperate with and combine into Cisco structures.

    Unified Contact core express

  • internet Chat: neighborhood chat and transfer, multi-select wrap-up
  • Agent e-mail updates: further response alternatives including ahead, better attachments and cc/bcc
  • Agent computing device improvements: contemporary call heritage, making calls from the competent state
  • Reporting enhancements: more convenient chart introduction and dashboards, new multi-channel studies
  • New signal-on supervisor functionality includes monitoring outbound non-ACD calls, viewing agent state and call history and viewing crew-selected ancient reports
  • Infrastructure updates consist of more advantageous digital care experience
  • All-in-one consumer care solution
  • Pricing: Cisco Unified Contact core categorical costs are based on two types of agents.  better (skill/competency businesses, primary IVR, reporting, recording, phone-primarily based agents, desktop agent application, computer workflows, alternative for redundancy, choice for advanced satisfactory administration and personnel administration), and top rate (provides access to third celebration facts sources, and VXML IVR means, choice for advanced first-rate management and workforce administration). the following desk summarizes the per-agent application list expense structure for Contact middle categorical: 


    The 25-seat promotional bundles for more desirable and top class licenses include the excessive Availability licenses. The top class licenses encompass each license for SocialMiner as neatly for an off-container premium Cisco Unified Intelligence center. Outbound IVR and Predictive/progressive Agent performance is optionally available with the top rate equipment at $695 per port.

    Packaged Contact center commercial enterprise

  • supports for up to four peripheral gateways–Unified Communications supervisor pairs
  • The software gateway to obtain facts from outside purposes
  • can be deployed in simplex or duplex mode in lab environments
  • guide for “carry your personal hardware”
  • Pricing:

    Packaged Contact core commercial enterprise requires only two licensing entities that encapsulate various points of the Contact middle commercial enterprise answer. the first merchandise is the Packaged Server license for $15,000. It includes UCCE utility and CVP application, Unified Intelligence middle top class edition for reporting, two CVP Studio licenses for service advent, Finesse utility, Social Miner software and 100 Outbound choice Dialer ports.

    The second merchandise is the Packaged Agent license, which costs $2,350. It comprises one CCE premium Agent, one redundant CVP port for queuing or self-carrier, one Voice Browser Port and commercial enterprise Chat and email. A customer would procure one unit of Packaged Server license and any number of a Packaged Agent license for each and every concurrent logged in agent.

    optional features include additional Cisco Outbound alternative at $600 per port. All expenditures are list fees, with customer and accomplice coupon codes.

    Cisco Unified Contact middle commercial enterprise

  • clever any-channel contact routing, self-service treatment, and open-integration interfaces for the agent laptop and different functions
  • Contact brought to probably the most acceptable resource according to actual-time circumstances, enterprise rules, and agent attributes
  • e mail and web chat normal
  • detailed and abstract records offered in prebuilt studies and an open-reporting database with a broadcast schema, enabling handy building of custom experiences
  • developed-in context carrier allows greater personalised, effective self-service, and agent interactions
  • Pricing:

    Cisco Unified Contact center commercial enterprise application is $15,000 plus a price per agent seat (simultaneous login) and Queuing and IVR ports. The “top class Agent” (full integration toolkit capability) is $1,950 per agent. Queuing is $1,a hundred per port and IVR is $1,195 per port. Cisco Outbound alternative is $600 per port. All prices are record fees; coupon codes observe per consumer/companion.

    Hosted Collaboration answer Contact core

  • makes it possible for cloud-based contact facilities throughout the Cisco ecosystem of depended on companions
  • helps small via enormous contact centers, ranging from 10 to 12,000 brokers per client instance
  • Contact core features, encompass agent and supervisor computer with Cisco Finesse, built-in self-service IVR with CVP. comprises built-in e mail and internet chat, outbound assist, remote silent monitoring, internet 2.0-based mostly reporting with Cisco Unified Intelligence core, at-home agent aid
  • Third-birthday party integration for recording, wallboards, staff administration, CRM, and database management
  • Spark Care

  • Embedding on enterprise' web page to present chat and callback services
  • consumer care agent workspace and built-in reporting with consumer remarks to increase help desk productivity and effectiveness
  • Cisco Spark Care is obtainable as a part of Cisco Spark, with integrated administration and enterprise-class security
  • Key industries: training, power/utilities, financial capabilities, govt, fitness care, hospitality, retail, activities and enjoyment

    web page Two: greater Omnichannel Leaders

    Cisco Updates Contact core Lineup | Real Questions and Pass4sure dumps

    Cisco has updated its contact core portfolio with the intention of improving consumer event, safety and deployment, and developing value for organizations by providing related choices via a cloud-first mannequin.

    unencumber 12.0 includes enhancements to Cisco’s on-premises and hosted solutions: Unified Contact center commercial enterprise (Unified CCE), Packaged Contact middle commercial enterprise (Packaged CCE), Unified Contact middle express (Unified CCX), and Hosted Collaboration answer for Contact center (HSC-CC).

    Cisco's Vasili Triant

    Cisco’s Vasili Triant

    Vasili Triant, Cisco’s vp of customer take care of the collaboration, tells Channel partners the newest liberate lets companions go returned to latest valued clientele for process re-engineering besides the improve itself.

    “There [are] lots of capabilities earnings that companions can benefit from,” he referred to. “companions at all times play an important role in every thing we do. Product management determines feature free up content from loads of sources together with purchasers and partners, in addition to Cisco field personnel, UX box analysis and market facts. Our partners’ remarks is a essential aspect of our approach.”

    In his blog, Tod famous, Cisco’s senior director of product administration, wrote that contact centers play an “essential position in shaping an organization’s path and have develop into a strategic quintessential to riding customer loyalty, innovation and enterprise increase.”

    “The agent event in particular has a direct correlation with how your purchasers make purchasing selections,” he wrote. “In some instances, they're the most effective interplay purchasers may have together with your firm. for this reason, empowering agents with up to date and intuitive equipment that enable them to have the right tips and components at their fingertips, helps power sooner decision closure and create extra meaningful client interactions that can remaining a lifetime.”

    New facets encompass:

  • Multi-web site supervisor aid, enabling far flung or traveling supervisors.
  • extended variety of brokers supported on CCE and HCS-CC to 24,000.
  • A single-pane-of-glass administrative portal for Cisco and partner methods.
  • enterprise chat and e mail high availability.
  • subsequent-generation unified administration for packaged CCE with person journey refresh.
  • a rise in the elevated name context (ECC) payload limit.
  • An upgraded person adventure in laptop Chat, group Message and Agent energetic call particulars for the supervisor.
  • An more suitable net chat event and help for facebook Messenger.
  • “a lot of our contact-core valued clientele have shared their challenges with us, on how they strive to improve agent and supervisor productiveness, enrich first contact decision, and boost their customers’ experience,” noted wrote. “at the equal time, their IT body of workers has to be in a position to control the contact core correctly and cost-effortlessly, whereas guaranteeing compliance with the newest protection standards and protecting the privacy of their customers’ records.”

    “expanding scale and the brand new browser-primarily based agent and supervisor computing device purchasers supply a advanced omnichannel event that exceeds these provided via most of our opponents,” Triant pointed out.

    DKSH and Cisco seriously change the customer carrier event in Malaysia | Real Questions and Pass4sure dumps

    KUALA LUMPUR, Malaysia, 03 October 2013 – DKSH Malaysia, the leading Market expansion features company within the nation, has carried out Cisco® Unified Contact core categorical solutions to enhance the customer service experiences for his or her company Unit Healthcare. The solution will streamline contact center administration and tactics for brokers at DKSH attractive with their pharmaceutical, medical equipment and purchaser health valued clientele.

    the use of Cisco Unified Contact center categorical provides DKSH with more suitable consumer journey with complete contact management and sophisticated name routing capabilities. Cisco Unified Contact center categorical additionally comprises an embedded reporting solution that presents a finished view of contact center data at a look.

    convenient to deploy and use, Cisco Unified Contact center specific delivers a highly at ease, digital, and sophisticated consumer interaction management solution for up to 400 agents. It offers state-of-the-artwork constructed-in interactive voice response capacity, and proactive customer provider for an superior client event with integrated outbound call administration capabilities. Multichannel facets include managing voice, email, internet-chat and social media inquiries. The know-how implementation goals to enhance agent productivity and business results with precise-time monitoring of distribution and reporting; expanding consumer name decision with entry to knowledgeable technical advice through fast messenger and chat capabilities; and decreasing dropped calls.

    The expertise implementation goals to enhance agent productivity and enterprise outcomes with actual-time monitoring of distribution and reporting; first name resolution with the assist of chat features for professional technical assistance; and decreasing dropped calls.

    Spokesperson costs:

  • Marc Franck, vice president company Unit Healthcare, DKSH Malaysia
  • "DKSH is the main Market expansion services company in Malaysia and our employees function a data-primarily based enterprise model and act as route-to-market experts to provide market perception, marketing and sales in addition to physical distribution supported via a number one-side IT platform. it's our dedication to consumers and customers to use know-how to boost operational efficiency and effectiveness as a way to help them develop their enterprise. With Cisco Unified Contact middle express, we intention to customise consumer service adventure to carry higher productiveness and a wider competitive aspect for us in Malaysia."

  • Irving Tan, vice chairman for Cisco in ASEAN
  • "DKSH is leading the way available in the market expansion functions business in Malaysia by means of connecting the unconnected – the place technology is leveraged to enhance operational effectivity, lower help costs, and improve availability risk management. here is particularly critical in a market like Malaysia, where advantage-people are the spine of consumer aid, as the nation transforms right into a related logistics hub."

    About DKSH

    DKSH is the leading Market enlargement services issuer with a spotlight on Asia. as the term "Market expansion functions" suggests, DKSH helps different corporations and brands to grow their company in new or present markets.

    Publicly listed on the SIX Swiss change on account that March 2012, DKSH is a world business headquartered in Zurich. With 680 enterprise places in 35 international locations – 660 of them in Asia – and 26,300 specialized body of workers, DKSH generated net earnings of CHF eight.eight billion in 2012.

    DKSH enterprise Unit Healthcare is the main Market expansion capabilities company for healthcare companies in search of to grow their business in Asia. customized-made offerings comprise registration and market entry reviews as well as importation, customs clearance, marketing and sales to physical distribution, invoicing and cash assortment. items available through DKSH Healthcare encompass ethical pharmaceuticals, consumer health, over-the-counter (OTC), in addition to scientific gadgets.

    With one hundred fifty enterprise locations in 13 international locations and round 9,000 really good workforce, enterprise Unit Healthcare serves over a hundred and sixty,000 customers and generated internet income of around CHF three.7 billion in 2012.

    About DKSH Malaysia

    DKSH Malaysia is an operation in the DKSH community, providing DKSH's shoppers and clients a complete community of sales, advertising and marketing, logistics, and distribution functions, as well as smartly-centered deep native relationships built in view that its establishment in 1923 in Malaysia. It is one of the oldest and greatest Market expansion services providers in the nation, serving one hundred thirty manufacturer house owners, 13,000 shoppers and employing a group of workers of over 3,000 really good body of workers.

    About Cisco

    Cisco (NASDAQ: CSCO) is the international leader in IT that helps agencies capture the alternatives of the following day by means of proving that excellent issues can happen for those who connect the up to now unconnected. For ongoing news, please go to Cisco products are provided in Malaysia by means of the channel partners of Cisco programs overseas B.V. and Cisco foreign restricted, each and every being a wholly owned subsidiary of Cisco programs, Inc.


    Cisco and the Cisco brand are emblems or registered logos of Cisco and/or its affiliates within the U.S. and other international locations. a catalogue of Cisco's emblems may also be found at Third-birthday celebration emblems outlined are the property of their respective house owners. the use of the observe accomplice does not imply a partnership relationship between Cisco and every other company.


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