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642-165 - Unified Communications Contact Center Express Implementation (UCCX) - Dump Information

Vendor : Cisco
Exam Code : 642-165
Exam Name : Unified Communications Contact Center Express Implementation (UCCX)
Questions and Answers : 174 Q & A
Updated On : April 17, 2019
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642-165 Questions and Answers

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642-165 Unified Communications Contact Center Express Implementation (UCCX)

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642-165 exam Dumps Source : Unified Communications Contact Center Express Implementation (UCCX)

Test Code : 642-165
Test Name : Unified Communications Contact Center Express Implementation (UCCX)
Vendor Name : Cisco
Q&A : 174 Real Questions

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Cisco Unified Communications Contact Center

fundamental Premises About On-Premises Unified Communications | Real Questions and Pass4sure dumps

evidently Cisco is committed to constructing creative cloud collaboration solutions. this is a sizzling space. Cloud collaboration can provide many merits in the method IT groups deliver capabilities to their clients. It gives new opportunities to trade the way work gets achieved, and speeds-up innovation. we're already a pacesetter, and need to extend our management even further. predict to hear some unique bulletins at enterprise connect in Orlando next week. 

Many of our present purchasers come to me and ask: 

  • What does this suggest for Cisco’s on-premises UC approach?
  • Are there decent explanations to retain an on-premise UC estate? 
  • How am i able to lengthen the value of my on-premises investments as I movement some (or all) of my collaboration to the cloud? 
  • Tens of hundreds of thousands of users rely on Cisco Unified Communications manager, Cisco Unified Contact core (categorical/business/Packaged), Cisco Jabber, and Cisco meeting Server to get their jobs achieved. We aren't going to allow them to down.   

    I believe there are a few key reasons why on-premises options will proceed to be crucial: 

    1) Regulatory policy and compliance: while our cloud options are very secure, many governments and industries are not allowed to adopt them on account of legal and regulatory considerations. There are a lot of “air gapped” networks that don't seem to be allowed to have internet connectivity and they wish to use Cisco on-premises unified conversation solutions! 

    2) Geographic attain: There are nevertheless many areas of the realm the place cloud options aren't fully attainable. There are international locations, areas of bad internet connectivity, and even ships (sure, we have Unified CM working in ships). 

    3) IT integrations: Our methods have many APIs that consumers and 3rd birthday party know-how companions have taken talents of over a number of years. It’s not distinct to look a large commercial enterprise with numerous contact centers, recording programs, call accounting application packages, and a plethora of custom development purposes linked to the equal Unified CM cluster. Cloud solutions are characteristic wealthy and present APIs to connect with different web capabilities and functions. some of the leading merits of the cloud is simplicity. consumers will must make a choice between their current refined IT environment or a extra streamlined one.

    four) really expert applications: trying to find low-latency, tremendous excessive-decision and high-frame cost video? The answer is likely “no” for most shoppers, however media groups, as an instance, suppose in any other case. we can’t beat the pace of easy, and the circular trip for packets to go to the basement is lessen than going to the cloud. 

    So, to me, the reply is terribly basic: yes – we will continue to innovate in on-premises.  we will bring THE most appropriate on- premises collaboration options out there, duration.  

    There are two missions I set for my team... 

    First, for those groups that already use our on-premises portfolio, and even are looking to birth, we can supply cozy and rock-strong reputable options that satisfaction your users. we will continue to simplify administration and in the reduction of the total cost of possession (TCO) of our options, anticipating that you will count on them for a long time to return. 

    The 2nd mission: for consumers who are on-premises these days and want emigrate some or all of your collaboration to the Cisco cloud, we will present smooth transition pathways. We aren't going to slow you down. certainly, we will permit you to circulation sooner than largely unproven cloud competitors who will are expecting you're taking big leaps of faith. 

    So, in case you want to install Cisco cloud calling solutions, it really is superb. if you need to install on-premises or a hybrid answer, that's excellent too. we will support you with your journey. 

    seem to be out for collaboration announcements at enterprise join, Orlando, March 18-21.

    which you could reside circulate the keynote by means of Amy Chang, SVP Collaboration on on Wednesday March twentieth at 10 am ET.  check in for a reminder electronic mail here.

    if you're on the alternate exhibit, talk over with our booth to see our newest improvements in action. cease via for a chat.

    I’ll be taking part in a are living panel debate about on-premises and cloud options. I’d love to hear your views and reply any questions you have.  Add it to your agenda here.

    then again, submit your questions below, and that i’ll get lower back to you.


    M-theory community Releases vREALM Powered by Cisco Voice & Unified Communications | Real Questions and Pass4sure dumps

    los angeles, CA, February 27, 2019 --( M-idea neighborhood, a pacesetter in start of inner most technology infrastructure and managed capabilities has announced a new product providing, vREALM, a single-tenant inner most cloud carrier supplying managed Cisco’s Voice & Unified Communications commercial enterprise VoIP and get in touch with center. using their proprietary cloud mannequin, CapEx-as-a-provider™, M-thought offers a complete managed Cisco UC networking stack, On-Prem or Privately hosted with cloud redundancy, on a price-per-person groundwork.

    Blurring the traces between CapEx and OpEx. M-conception gives a totally managed inner most single-tenant hosted answer. vREALM offers you the month-to-month subscription plan of a public VoIP company with the first-rate, privacy, protection and business Cisco hardware and software that best a boutique reseller can offer typically on a CapEx basis. There are no up-entrance prices, only a manageable month-to-month fee.

    “This new product sets us other than our competitors,” states Chant Vartanian, Chairman and Chief strategy Officer of M-idea. “vREALM is the Hosted VoIP answer that alterations the IT consumption paradigm. we will seriously change your enterprise communique and reduce costs with an business grade voice, video and collaboration answer that best Cisco can offer.”

    About M-idea group (

    M-theory’s mission is to disrupt the normal methodology of technology acquisition. As a dynamic rising growth business, they aim to convey imaginative expertise solutions that serve distinct verticals akin to Finance, IT, Healthcare, mission group, Manufacturing, utility, company functions, amusement, criminal, Gaming, and Telecommunications. in comparison to public cloud and traditional infrastructure-as-a-provider (IaaS) approaches, CaaS presents two primary distinctions. First, M-theory provides custom-built, single-tenant inner most clouds. This capability shoppers can ensure their environments are fully aligned with their certain protection guidelines and compliance mandates - and avoid the risks linked to multi-tenant environments. 2nd, these deepest clouds may also be delivered anywhere the client requires, no matter if on their premises, in M-idea’s facts centers, in a colocation atmosphere or another records middle they choose.

    CBTS Named by means of Gartner as a awesome UCaaS dealer in Magic Quadrant for Unified Communications as a carrier, global file | Real Questions and Pass4sure dumps

    CINCINNATI--(enterprise WIRE)--CBTS, a number one know-how issuer that grants communications, cloud, infrastructure, and consulting options to purchasers throughout North the united states, today announced that it has been named via Gartner, Inc. as a amazing UCaaS supplier within the October 2018 “Magic Quadrant for Unified Communications as a carrier, global” research document.

    CBTS is a confirmed unified communications companion that hosts over 230,000 UCaaS handsets for industrial and commercial enterprise corporations all through North the us. CBTS helps Fortune 500 and international 2000 shoppers across verticals that include healthcare, retail, manufacturing, government, and education. CBTS offers the agility, flexibility, and client focus of a smaller business, coupled with the ability to carry the useful resource scale and capabilities that colossal businesses require.

    CBTS offers two Unified Communications as a carrier solutions:

  • Hosted enterprise UC from CBTS is a cloud-based mostly, completely hosted unified communications answer powered by using Cisco's business-main Hosted Collaboration solution (HCS). Hosted enterprise UC offers commercial enterprise purchasers with the whole UC suite of functions, collaboration tools, mobility points and Cisco IP handsets. built with tremendous organizations in mind, Hosted enterprise UC is a incredibly attainable and flexible answer that is designed, supported, and carried out by means of world-class engineers.
  • Hosted UC from CBTS is a cloud-enabled unified communications solution that gives Cisco/Broadsoft’s main portfolio of voice, applications, contact core, and collaboration options to present growing to be businesses flexibility and scalability.
  • “CBTS is dedicated to providing purchasers the voice and collaboration tools that give agility, scalability, and value-effectiveness to support them innovate and develop,” stated Scott Seger, President of CBTS. “We consider Gartner naming CBTS as a great UCaaS seller as validation of our potential to carry on this commitment.”


    Gartner does not recommend any supplier, product or service depicted in its analysis publications, and does not recommend expertise clients to select most effective these companies with the highest scores or different designation. Gartner analysis publications include the opinions of Gartner's analysis organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with appreciate to this analysis, including any warranties of merchantability or health for a selected purpose.


    CBTS serves commercial enterprise and midmarket purchasers in all industries across the united states and Canada. From Unified Communications to Cloud capabilities and beyond, CBTS combines deep technical expertise with a full suite of bendy know-how solutions that power company consequences, increase operational effectivity, mitigate chance, and cut back expenses for its clients. For greater assistance, please seek advice from

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    Unified Communications Contact Center Express Implementation (UCCX)

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    Amcom Software Achieves Cisco Compatibility Certification With Cisco Solution Program | real questions and Pass4sure dumps

    MINNEAPOLIS--(BUSINESS WIRE)--Amcom Software announced that the latest versions of its Amcom operator console have successfully achieved Cisco compatibility certification with Cisco Unified Communications Manager (UCM) version 10.0, Cisco Unified Contact Center Express (UCCX) version 10.0, and Cisco Unified Contact Center Enterprise (UCCE) version 10.0. The Internet of Everything (IoE) continues to bring together people, processes, data and things to enhance the relevancy of network connections. As a member of the Cisco® Solution Partner Program, Amcom Software is able to quickly create and deploy solutions to enhance the capabilities, performance and management of the network to capture value in the IoE.

    Amcom Software’s operator console solution is a foundational element in its critical communications suite. Organizations in sectors such as healthcare and government rely on Amcom’s operator console to enable operators to quickly and reliably connect internal and external callers. The result is strong customer service levels and often faster coordination of patient care in time-critical situations. In addition, users can take advantage of new features due to the compatibility.

    The Cisco Solution Partner Program, part of the Cisco Partner Ecosystem, unites Cisco with third-party independent hardware and software vendors to deliver integrated solutions to joint customers. As a Preferred Solution Partner, Amcom Software has achieved Cisco compatibility certification on at least one solution, and can provide its customers with 24-hour, 7-days-a-week customer support. For more information on Amcom Software, go to:

    About Amcom SoftwareAmcom Software, a division of USA Mobility, Inc. (Nasdaq: USMO), connects people to each other and to the data they need. This helps organizations save lives with communications that are faster, more accurate, and more efficient. Thousands of organizations worldwide rely on Amcom solutions for critical smartphone communications, contact center optimization, emergency management, and clinical workflow improvement. The company's products are used by leading organizations in healthcare, hospitality, education, business, and government. By continually developing its industry-leading technologies, Amcom Software has steadily grown and solidified its market leadership. For more information, call 800.852.8935, go to or find us on Twitter @AmcomSoftware.

    Amcom is a trademark of Amcom Software.

    * Compatibility certification via Interoperability Verification Testing and Cisco Validated Design is designed to simulate typical customer configurations and does not replace the need for on-site testing and interoperability validation in conjunction with actual implementation.

    ePlus Expands Collaboration and Managed Services Offerings With Acquisition of VantiCore | real questions and Pass4sure dumps

    HERNDON, Va., Jan. 9, 2012 (GLOBE NEWSWIRE) -- ePlus inc. (Nasdaq:PLUS - News) today announced that its subsidiary, ePlus Technology, inc. acquired the operating business of VantiCore, LLC., a Cisco-focused solutions provider headquartered in New Hampshire, on January 6, 2012. With expertise in Advanced Unified Communications (UC), Collaboration, and Customer Contact Center solutions, ePlus gains increased market presence in New England as well as enhanced Cisco engineering delivery capabilities to complement its existing UC, Data Center, and Managed Services practices. Details of the transaction are not being disclosed.

    "We're pleased to welcome VantiCore to ePlus and solidify our presence in New England, with one of the largest engineering teams serving the region," said Phillip G. Norton, chairman, president, and CEO of ePlus. "VantiCore's expertise with Cisco Unified Collaboration, Contact Center solutions, and Managed Services is a strong complement to our existing suite of integrated offerings and top Cisco certifications. By combining our joint expertise, ePlus is strategically positioned to provide the highest level of service to customers in Vermont, Maine, New Hampshire, and Massachusetts."

    "We look forward to becoming part of the talented team at ePlus. Both our employees and customers will benefit from the joint resources of ePlus and VantiCore, including an expanded portfolio of best-of-breed products from leading manufacturers to support critical business initiatives such as cloud computing, data centers, storage, desktop virtualization, security, and video conferencing," said Vince Eugene, CEO of VantiCore.

    ePlus is a Cisco Gold Certified Partner and has achieved Cisco Master Specializations in Security and Unified Communications as well as the Cisco Managed Services Master Certification. In addition, ePlus holds Cisco Specializations in Advanced Routing and Switching, Advanced Data Center Storage Networking, Advanced Data Center Networking Infrastructure, Advanced Wireless LAN, and Cisco Authorized Unified Meetingplace Partner as well as Cisco ATP designations in Cisco TelePresence Video Master, Video Surveillance, and Data Center Unified Computing. For more information about Cisco solutions from ePlus, visit

    About ePlus inc.

    ePlus is a leading provider of technology solutions. ePlus enables organizations to optimize their IT infrastructure and supply chain processes by delivering world-class IT products from top manufacturers, professional services, flexible lease financing, proprietary software, and patented business methods. Founded in 1990, ePlus has more than 750 associates in 20+ locations serving federal, state, municipal, and commercial customers. The Company is headquartered in Herndon, VA. For more information, visit, call 888-482-1122, or email

    About VantiCore

    VantiCore is a Cisco Premier partner with a focused practice in Advanced Unified Communications and Collaboration Solutions, with a specialization in Unified Contact Center Express (UCCX), headquartered in Bedford, NH. The company offers managed services and a Virtual CIO consulting service to enhance its strategic value to its customers. More information is available at

    ePlus(R) and ePlus products referenced herein are either registered trademarks or trademarks of ePlus inc. in the United States and/or other countries. The names of other companies and products mentioned herein may be the trademarks of their respective owners.

    Statements in this press release that are not historical facts may be deemed to be "forward-looking statements." Actual and anticipated future results may vary materially due to certain risks and uncertainties, including, without limitation, our ability to consummate and integrate acquisitions; possible adverse effects resulting from the recent financial crisis in the credit markets and general slowdown of the U.S. economy such as our current and potential customers delaying or reducing technology purchases, increasing credit risk associated with our customers and vendors, reduction of vendor incentive programs, and restrictions on our access to capital necessary to fund our operations; significant adverse changes in, reductions in, or losses of relationships with major customers or vendors; the demand for and acceptance of, our products and services; our ability to adapt our services to meet changes in market developments; the impact of competition in our markets; the possibility of defects in our products or catalog content data; our ability to hire and retain sufficient qualified personnel; and other risks or uncertainties detailed in our reports filed with the Securities and Exchange Commission. All information set forth in this press release is current as of the date of this release and ePlus undertakes no duty or obligation to update this information.

    Cisco Unified Communications Saves Money for Henny Penny | real questions and Pass4sure dumps

    Henny Penny swapped out its aging Avaya PBXs for Cisco unified communication gear and wound up with a more expensive system that saves money on travel and improves communication with distributors.

    ROI doesn't always pan out with unified communications 

    The changeover required a new data network and getting rid of the company's entire old phone network, but the result is a system that has more features and is easier to manage and maintain, says Brad Fletcher, the communications manager for the privately held cooking products manufacturer. The Eaton, Ohio, company has three manufacturing facilities as well as three international sales offices and 35 regional sales representatives.

    In 2006 when it became apparent that Henny Penny would have to upgrade its Avaya Definity PBXs, it made the decision to go IP, Fletcher says. So it upgraded its network from Fast Ethernet to Gigabit Ethernet starting in 2006, in part to be ready to support the QoS needed for VoIP. The company had a Cisco data network before, and stuck with it for the upgrade, he says. It upgraded security at the same time, also with Cisco gear.

    Quiz: How much do you know about Cisco?

    The old phone switches were augmented by Intuity Audix messaging for voice mail. The company has three call centers – for customer service, parts and tech support – and it used to depend on "hunt group" call-distribution methods that diverted calls to lists of phone numbers and rang the first line that was free, Fletcher says.

    The company had no telecom staff to speak of, so any changes required calling in outside help. "Nobody was a phone person here, so it made sense to look at VoIP. We figured it would be an easy transition and we struggled to do anything with the Avaya system at the time," he says.

    Before the swap, the technical support call center was clamoring for better tools because it was negotiating with a large food-services customer that was demanding they spend no more than a minute on hold when they called for service. Henny Penny needed a way to monitor and document those times, Fletcher says.

    Henny Penny considered sticking with Avaya in its migration to VoIP because the transition would have required upgrades but not fork-lifting all the Avaya gear. Cisco Unified Communications Manager, Unified Contact Center Express, Unified MeetingPlace Express and Cisco UCCX Agents cost more and meant scrapping the Avaya equipment. It also took a lot more effort to install than Avaya's would have, but Henny Penny is making up for it now with better management and administration of the call centers, Fletcher says.

    The old system had no reporting, so there were no statistics on how long customers waited for service, how many hung up before anyone answered, or how long agents spent with each caller. "We couldn't tell how well they were doing for our customers," he says.

    The Cisco system provides reporting and enables information gathered by one contact center to be transferred along with the call to another. So if tech support takes a call and determines a customer needs a new part, that call could be transferred to the parts center along with all the customer information in a data format on the UCCX platform. "It cuts down on asking questions twice, cuts time on the phone and reduces frustration," Fletcher says.

    The system supports skills-based routing, so an initial agent taking customer information can quickly find an agent with the right knowledge to help, he says. It also enables use of instant messaging to get input from other agents during calls to help customers faster.

    Henny Penny has distributed Unified Personal Communicator client software to its sales teams so they can set up inexpensive videoconferences that have saved the company $131,251 the first year, Fletcher says.

    UPC clients enable salespeople in the United States to conference after hours with their counterparts in China, which has a 13-hour time difference. Rather than coming in to work at 10 p.m. to sit in a videoconference room, they can fire up their laptops and inexpensive video cameras to connect via VPN over their home broadband connections, Fletcher says.

    But if they do want to conference from work, the Polycom room conferencing gear Henny Penny already had in place is interoperable with the Cisco equipment, he says. So groups of employees can join the Cisco-based videoconferences.

    The UC system supports meetings and conferences with distributors as well. The conferences are something the company never had before, with several hundred distributors attending to hear marketing updates, sales figures and the like, Fletcher says. Before, such information was shared on CDs that were mailed out or in files that were downloaded.

    The Cisco system might have been more costly, but ROI was not the only factor Henny Penny considered, Fletcher says. "Numbers are important to us, but quality and value are really important to us, too," he says. "Uptime is more important than cost."

    This story, "Cisco Unified Communications Saves Money for Henny Penny" was originally published by Network World.

    Copyright © 2009 IDG Communications, Inc.

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