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642-241 - Unified Contact Center Enterprise Design (UCCED) - Dump Information

Vendor : Cisco
Exam Code : 642-241
Exam Name : Unified Contact Center Enterprise Design (UCCED)
Questions and Answers : 278 Q & A
Updated On : April 24, 2019
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642-241 Questions and Answers

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642-241 Unified Contact Center Enterprise Design (UCCED)

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642-241 exam Dumps Source : Unified Contact Center Enterprise Design (UCCED)

Test Code : 642-241
Test Name : Unified Contact Center Enterprise Design (UCCED)
Vendor Name : Cisco
Q&A : 278 Real Questions

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Cisco Unified Contact Center Enterprise

Orange company capabilities lands Cisco contact middle certification

After a a little bit grueling and dear system, Orange business features cleared the remaining hurdle, which changed into an audit step, to develop into an authorized Cisco Unified Contact middle enterprise authorized expertise issuer (UCCE ATP) late remaining 12 months.

The certification ability Orange is authorized to offer ATP-restrained UCCE items across Europe, APAC and North america. The certification additionally allowed Orange to be registered on the Cisco associate Locator.

The intent the certification is crucial to Orange, in keeping with Niels Helkov, head of digital options for Orange business features in the Americas, is because it makes it possible for Orange to serve multinational valued clientele by way of tremendous world contact facilities that have 1,000 or more agents.

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"those multinationals are our goal purchasers throughout a couple of different verticals, and customer journey is a growing to be part of their digital transformation because the world digitizes," Helkov noted in an interview with FierceTelecom. "the style they will differentiate themselves much more so now is through consumer journey. they may be additionally in search of, as part of that, to construct coherent, constant, world client experience platforms throughout their operations global. we're in no way seeing loads of rivals being able to compete with us globally."

Helkov introduced, "Cisco's UCCE answer is on prem and we even have that in our cloud as neatly. occasionally customers want hybrid solutions, too. once in a while they wish to dwell on prem, whereas other constituents can go within the cloud. We're proud to assert we're probably the most only Cisco companions out there that has that skill world wide, and we are able to support it world wide."

with a view to in the reduction of fees and greater attain consumers, contact facilities are located across the globe, in response to Helkov. North American corporations can also choose to find their contact facilities in the Philippines or India. With the ATP certification, Orange business functions can guide its customers globally in ways in which its competitors can not.

adding North the us to its contact core portfolio additionally gives Orange enterprise services a better foothold in the U.S., where it also presents different features, akin to SD-WAN.

linked: Orange enterprise capabilities chalks up another client win for SD-WAN

in terms of the investment and how long it took to get the ATP certification from Cisco, Orange went through a gauntlet.

"It took us near doubtless eight months or nine months to get the certification," Helkov said. "It charge us in the hundreds of hundreds of dollars. We needed to construct a whole lab right here within the U.S. market as a part of our cloud to be capable of demo the answer, which we did as smartly. So it become a heavy investment both in terms of economic elements in addition to when it comes to people."

Helkov referred to Orange company capabilities is positioning itself as an usual integrator and operator of contact center structures for its clients globally, which means Orange is invariably refining its customer event portfolio.

in addition to Cisco, Orange is additionally working with contact center companies best and Genesys for solutions, similar to contact-middle-as-a-carrier globally, or robotic system automation.

"We desire our clients get on the right platform," Helkov spoke of. "by assisting them further optimize their work strategies, and reduce redundant projects, or low price initiatives, with automation and so forth, so as to spend greater time with theirs valued clientele to provide a extra personalized service."

Cisco Updates Contact core Lineup

Cisco has up-to-date its contact center portfolio with the purpose of improving consumer adventure, safety and deployment, and creating value for businesses by delivering related offerings through a cloud-first mannequin.

unencumber 12.0 comprises enhancements to Cisco’s on-premises and hosted options: Unified Contact core business (Unified CCE), Packaged Contact middle enterprise (Packaged CCE), Unified Contact core categorical (Unified CCX), and Hosted Collaboration answer for Contact center (HSC-CC).

Cisco's Vasili Triant

Cisco’s Vasili Triant

Vasili Triant, Cisco’s vice chairman of consumer care for the collaboration, tells Channel partners the newest release lets partners go returned to present consumers for process re-engineering apart from the upgrade itself.

“There [are] a lot of features revenue that partners can benefit from,” he said. “companions always play a vital role in everything we do. Product management determines function release content from numerous sources including consumers and companions, in addition to Cisco field personnel, UX box research and market records. Our companions’ remarks is a vital factor of our strategy.”

In his blog, Tod famous, Cisco’s senior director of product administration, wrote that contact facilities play an “fundamental role in shaping a corporation’s course and have become a strategic indispensable to driving consumer loyalty, innovation and enterprise growth.”

“The agent journey in selected has a direct correlation with how your valued clientele make buying choices,” he wrote. “In some instances, they're the best interaction consumers will have together with your company. therefore, empowering brokers with up to date and intuitive equipment that allow them to have the correct guidance and resources at their fingertips, helps power faster resolution closure and create greater meaningful consumer interactions that can remaining a lifetime.”

New elements consist of:

  • Multi-website supervisor assist, enabling faraway or journeying supervisors.
  • increased number of brokers supported on CCE and HCS-CC to 24,000.
  • A single-pane-of-glass administrative portal for Cisco and associate methods.
  • enterprise chat and email excessive availability.
  • next-era unified administration for packaged CCE with person adventure refresh.
  • a rise within the expanded name context (ECC) payload restrict.
  • An upgraded person event in computer Chat, group Message and Agent active name details for the supervisor.
  • An greater net chat event and assist for facebook Messenger.
  • “many of our contact-center purchasers have shared their challenges with us, on how they try to enrich agent and supervisor productiveness, enhance first contact decision, and increase their clients’ journey,” noted wrote. “on the same time, their IT workforce needs to be in a position to manipulate the contact center effectively and value-with no trouble, while ensuring compliance with the latest safety specifications and keeping the privateness of their shoppers’ information.”

    “increasing scale and the brand new browser-primarily based agent and supervisor computer customers supply a superior omnichannel experience that exceeds those provided via most of our competitors,” Triant said.

    M-thought community Releases vREALM Powered by means of Cisco Voice & Unified Communications

    la, CA, February 27, 2019 --(PR.com)-- M-conception neighborhood, a leader in delivery of deepest expertise infrastructure and managed functions has announced a brand new product offering, vREALM, a single-tenant inner most cloud carrier supplying managed Cisco’s Voice & Unified Communications enterprise VoIP and speak to core. applying their proprietary cloud mannequin, CapEx-as-a-provider™, M-theory provides an entire managed Cisco UC networking stack, On-Prem or Privately hosted with cloud redundancy, on a cost-per-person foundation.

    Blurring the lines between CapEx and OpEx. M-thought provides a totally managed deepest single-tenant hosted answer. vREALM gives you the month-to-month subscription plan of a public VoIP issuer with the quality, privateness, protection and commercial enterprise Cisco hardware and utility that most effective a boutique reseller can present customarily on a CapEx groundwork. There are not any up-front charges, only a manageable month-to-month payment.

    “This new product units us apart from our competitors,” states Chant Vartanian, Chairman and Chief method Officer of M-conception. “vREALM is the Hosted VoIP answer that changes the IT consumption paradigm. we are able to transform your enterprise conversation and reduce charges with an commercial enterprise grade voice, video and collaboration answer that most effective Cisco can present.”

    About M-idea community (www.M-TheoryGRP.com)

    M-concept’s mission is to disrupt the ordinary methodology of technology acquisition. As a dynamic rising growth company, they goal to convey ingenious know-how options that serve distinct verticals similar to Finance, IT, Healthcare, task group, Manufacturing, application, business services, entertainment, criminal, Gaming, and Telecommunications. compared to public cloud and conventional infrastructure-as-a-provider (IaaS) processes, CaaS offers two basic distinctions. First, M-idea offers customized-developed, single-tenant private clouds. This capacity valued clientele can ensure their environments are entirely aligned with their particular security policies and compliance mandates - and steer clear of the risks associated with multi-tenant environments. second, these deepest clouds will also be delivered anywhere the client requires, no matter if on their premises, in M-theory’s records centers, in a colocation atmosphere or any other facts middle they opt for.

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    InGenius Software Announces Integration with Unified Service Desk for Microsoft Dynamics 365

    TMCNet: InGenius Software Announces Integration with Unified Service Desk for Microsoft Dynamics 365

    OTTAWA, Ontario, March 27, 2019 /PRNewswire/ -- InGenius® Software Inc., a computer telephony integration (CTI) solution innovator, is pleased to announce a new integration for InGenius Connector Enterprise with Unified Service Desk (USD) for Microsoft Dynamics 365.

    With the new integration, the InGenius interface is brought into the USD window for a "single pane of glass" experience for contact center agents. InGenius allows agents to take advantage of features such as click-to-dial, screen pop, automated call logging and screen transfer without leaving the CRM, resulting in an increase in efficiency and personalized service for customers.

    Unified Service Desk for Microsoft Dynamics 365 is a desktop solution that provides a synthesized, 360-degree view of customer data for users. USD makes use of Microsoft's Unified Interface framework, which uses responsive design to ensure a good user experience on every screen size. This framework also gives USD the ability to load URLs or pages from Dynamics 365, and ensures InGenius fits alongside CRM data, but does not cover it.

    "As a Silver Microsoft Partner, we've been able to work with the Microsoft team to ensure we provide a seamless user experience for contact center representatives within Unified Service Desk for Microsoft Dynamics 365," said Kari Simpson, Vice President, Product Management and Marketing at InGenius. "Our CTI solution allows sales and service teams of all sizes to take advantage of productivity enhancements. Empowering agents with effective tools translates to profund results when looking across an entire enterprise organization. We're very pleased to be working alongside Microsoft to break down data silos and streamline business processes for modern contact centers."

    InGenius Connector Enterprise supports integration for Unified Service Desk version 4.0 for Microsoft Dynamics 365 version 9.1. Supported phone systems include Avaya Aura Communication Manager, Cisco Unified Contact Center Enterprise, Cisco Unified Contact Center Express, Cisco Unified Communications Manager, Cisco Packaged Contact Center Enterprise and Genesys PureEngage.

    InGenius helps users reduce clicks and easily view a consolidation of phone and customer data in the CRM. With standard features and flexible configurations, InGenius helps users decrease their call handling time while providing a better experience to their customers and prospects.

    InGenius Software is a Silver Microsoft Partner and a Microsoft Partner member of D365UG/CRMUG. The company's CTI solution, InGenius Connector Enterprise, is a published app on Microsoft AppSource. For more information about InGenius, see https://www.ingenius.com/integrations/microsoft-dynamics-365/.

    About InGenius

    InGenius® Connector Enterprise expertly integrates existing telephone systems into leading CRMS, with an enterprise-proven solution. Using innovative computer telephony integration (CTI) that offers maximum configuration flexibility and security, InGenius easily adapts to unique contact center needs. Contact centers use InGenius to increase productivity and enhance the customer experience. Visit ingenius.com for more information.

    Media Contact Kari SimpsonInGeniusVP, Product Management and Marketing(613) 591-9002 x2550211648@email4pr.com 

    Cision View original content to download multimedia:http://www.prnewswire.com/news-releases/ingenius-software-announces-integration-with-unified-service-desk-for-microsoft-dynamics-365-300818705.html

    SOURCE InGenius Software Inc.

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    Power Distributor Optimizes Customer Service with Cisco Contact Center Solution in Brazil

    Sao Paulo, Brazil, January 15, 2015 – Energisa Group, a Brazilian energy distributor, optimized its customer services with Cisco® Unified Contact Center solution. The organization deployed a set of Cisco´s solutions to integrate its communications channels, unifying telephone, e-mail, real-time chat and social networks applications. The technology will improve Energisa´s service capacity, enabling it to deal up to 447,000 calls per month in its distribution units.

    The customer service optimization meets Energisa´s structural demands and the distribution centers’ current needs. One of the indicators evaluated by the Brazilian Electric Energy Agency (ANEEL, Agência Nacional de Energia Elétrica) is the customer services provided by the power companies. In addition, Energisa has realized the need to update its contact center after its infrastructure expansion with the acquisition of the Brazilian group Rede. Today Energisa serves over 15 million people.

    Cisco Customer Collaboration architecture, including Cisco Unified Contact Center Enterprise, was utilized to provide intelligent contact routing, call treatment, and network-to-desktop computer telephony integration (CTI). The solution also integrates Outbound Dialer functions and Internet applications such as social media, e-mail and real-time chat consolidated in an all-in-one platform, thin-client collaborative desktops for agents and supervisors, and rapid deployment in distributed locations.

    Energisa has installed 286 service positions in its companies around the country: Energisa Borborema, Energisa Minas Gerais, Energisa Nova Friburgo, Energisa Paraíba and Energisa Sergipe. Cisco technology also has brought essential channels convergence to the organization, enabling it to expand its service reach.

    "The importance of customer service is growing along with consumers and market demands, requiring more convergent technologies," said Marcus Luz, Director, Enterprise at Cisco Brazil. In addition to meeting the usual requirements, the executive highlights the opportunity to improve customers´ arrangements and loyalty through offering integrating solutions and all-round visibility. "A single contact center platform integrating social media, e-mail and real-time chat applications enables better planning and personalized customer service in many levels," added Luz.

    Wittel Solutions, one of Cisco´s integrators, was responsible for the design and deployment of the project. According to Marcelo Penteado, Wittel, Solutions Director, the project aimed to optimize investments in technologies and more effective and measurable operating results, thanks to the control tools of the Cisco solution.

    Aiming to forward customers’ calls directly to the most appropriate resources, meeting their specific needs, Cisco Unified Customer Voice Portal was also implemented in the infrastructure, combining self-service and contact center through real-time query and service status intelligent applications. Reducing transfers to another agent to almost zero, the system increased the company´s customer satisfaction and contributed to the improvement of operational efficiency.

    About Energisa Group

    Energisa Group is one of the largest power distributers in Brazil, with a footprint of 109 years. The company operates 13 distributor centers in the states of Minas Gerais (Energisa Minas Gerais and Bragantina), Paraíba (Energisa Paraíba and Energisa Borborema), Rio de Janeiro (Energisa Nova Friburgo), Sergipe (Energisa Sergipe), Mato Grosso (CEMAT), Mato Grosso do Sul (Enersul), Tocantins (Celtins), Sao Paulo (Caiuá, Vale Paranapanema and Nacional) and Parana (Power and Light West).

    With approximately 6 million customers, it serves over 15 million people in 788 municipalities located in all regions of Brazil. With annual net sales of R$ 8.9 billion, the group has provided about 10,000 direct jobs.

    With the mission to transform energy in comfort, development and opportunities, in a sustainable, responsible and ethical manner, Energisa operates a diverse portfolio including power distribution and generation (Energisa Generation) services (Energisa Solutions), and energy trading (Energisa Comercializadora).

    About Cisco

    Cisco (NASDAQ: CSCO) is the worldwide leader in IT that helps companies seize the opportunities of tomorrow by proving that amazing things can happen when you connect the previously unconnected. For ongoing news, please go to http://thenetwork.cisco.com.


    Cisco and the Cisco logo are trademarks or registered trademarks of Cisco and/or its affiliates in the U.S. and other countries. A listing of Cisco's trademarks can be found at www.cisco.com/go/trademarks. Third-party trademarks mentioned are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company.

    ALYNETECH LLC Announces "Business Partner" Status from Wildix to Offer Enterprises Best-in-Class Unified Communications Services

    ALYNETECH LLC today announced it has been selected by Wildix, a WebRTC unified communications and collaboration (UC&C) provider, to deliver national and international voice capabilities to SMB & enterprise customers. Wildix's WebRTC UC&C solution, now packaged with ALYNETECH SIP (powered by Clearfly) solution, will enable customers to seamlessly make and receive high-quality in and outbound calls via its cloud communications platform.

    Austin, TX, April 19, 2019 --(PR.com)-- ALYNETECH LLC, a premier technology solutions provider, announced today its newest technology partnership with Wildix. ALYNETECH team members will be completing the Wildix certification training this May of 2019 in Columbus, Ohio.

    "The Small & Midsized businesses we consult with every day continue to experience the ongoing pressures to reduce operating expenses while attempting to stay educated with modern technologies," said ALYNETECH CEO, Randall Cure. "What differentiates us from our competitors is our commitment to deliver measurable value to our customers, which is why we chose Wildix to partner with," said Randall.

    "We're seeing an increasing number of SMB and enterprise companies adopting cloud-based communications services to support their business and enhance productivity across their organization. We're excited to be working with Wildix to enable more companies to benefit from cloud communications services," said Randall.

    "As one of the largest non-profits in Long Beach with multiple locations, it is very important to us to have a trustworthy communications network, with a company that provides immediate response times. I have been nothing but impressed by both the quality of products and services we have received from ALYNETECH," said Patrick Wilson from Assistance League. "Working with Randall Cure has been a refreshing experience of professionalism, on time help and problem solving. I cannot express in words the confidence he conveyed while coordinating the recent migration of our deployed technology. He made it seem routine," said Israel Villasenor from LASR Clinics International.

    About WildixWildix is a multinational company that develops browser-based Unified Communications solutions and VoIP products. The company relies on the network of Certified Business Partners who install Wildix systems in Europe and in the United States. In 2005 Wildix opened its Research & Development center, and in the following years the company opened sales offices across Europe and in the United States. Wildix solution is aimed at small and medium businesses, between 50 and 1000 users, that need to provide their employees and collaborators with efficient yet simple to use communication tools. Wildix system was designed to be easy to install and to manage with low maintenance costs. Wildix system is a complete and scalable solution for companies that need to upgrade their communication tools by introducing such features as videoconference, chat and user’s presence, and in the same time, reduce operating costs. Unlike other solutions available in the market, Wildix offers a complete range of Hardware products and Unified Communications & Collaboration features. Wildix has been the first vendor to fully integrate WebRTC for direct audio and video communication support in the web browser without the need to install any software or configure VPN. Wildix solution is brilliantly simple — employees without technical background start using even the most advanced functionality — which results in low abandonment rate among uses and in positive ROI (return on investment).

    About ALYNETECH LLCALYNETECH LLC is a business voice and data communication solutions provider, who has helped companies boost their revenues, overcome business obstacles and gain an edge on their competitors. We specialize in design for all voice, data, video and wireless solutions. We are your single stop solution for communications building off your current infrastructure along with providing in depth in all aspects of infrastructure technology, roadmap planning, consulting and ongoing services for contact center, unified communications, and cloud solutions. We have over 20 years of experience, with agents across North American cities.

    For more information, contact ALYNETECH at (737) 777-6162 or visit us on the web at www.alynetech.com

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