|Exam Name||:||Unified Contact Center Enterprise Implementation(UCCEI)|
|Questions and Answers||:||150 Q & A|
|Updated On||:||February 20, 2019|
|PDF Download Mirror||:||Pass4sure 642-242 Dump|
|Get Full Version||:||Pass4sure 642-242 Full Version|
642-242 exam Dumps Source : Unified Contact Center Enterprise Implementation(UCCEI)
Test Code : 642-242
Test Name : Unified Contact Center Enterprise Implementation(UCCEI)
Vendor Name : Cisco
Q&A : 150 Real Questions
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call facilities have changed reasonably a little from the early days of inner most branch alternate (PBX)-primarily based setups designed basically for easy incoming name administration. modern day greater completely featured contact centers, constructed on automatic name distributor (ACD)- and IP-based systems, assist the receipt and clever routing of inbound classes via an array of unified communications (UC) applied sciences, together with instant messaging, video conferencing and collaboration features.
Managing the IP contact center -- in particular for corporations with assets distributed across many websites, which could necessitate a virtualized call core strategy -- requires a powerful, scalable, integrated product suite geared up to directly and comfortably route voice and video calls across diverse websites in response to complicated company policies. Cisco believes it might present enterprise consumers simply that category of solution -- a robust portfolio that cannot best meet the regular requirements of natural name-managing, but also supply a large choice of superior, IP-primarily based solution aspects.
during this excerpt of a chapter from Cisco Unified Contact core enterprise, creator Gary Ford breaks down the numerous items within the Cisco Contact middle suite, which share a code base but can serve very diverse roles, counting on a consumer's telephony requirements.
Ford explains what differentiates Cisco's Unified Contact core providing from its Unified clever Contact supervisor platform, as smartly as the suitable use circumstances for Cisco Unified Contact middle business (UCCE), Unified Contact middle Hosted (UCCH) and Unified Contact center specific (UCCX). He also particulars the advantages and lines of the selected items that make up the Cisco Unified Contact core commercial enterprise and different Cisco contact middle suites, together with Cisco Agent laptop, Cisco Unified mobile Agent, Cisco Unified customer Voice Portal and a good deal extra.
download the PDF of this chapter excerpt on Cisco's Contact middle portfolio from the e-book Cisco Unified Contact middle enterprise.
Reproduced from the e-book Cisco Unified Contact middle enterprise by Gary Ford (ISBN-10: 1-58714-117-5; ISBN-13: 978-1-58714-117-1). Copyright 2011, Cisco Press. All rights reserved. For more assistance about this and different equivalent titles, visit Cisco Press.
in regards to the booklet:
In Cisco Unified Contact center commercial enterprise, creator Gary Ford offers the assistance you need to optimally configure and control Cisco Unified Contact middle enterprise in any ambiance. Ford brings greater than 13 years of fingers-on adventure in designing, deploying and preserving Cisco telephony and get in touch with middle options to his coverage of the enterprise and hosted types of Cisco Unified Contact middle. He additionally covers why Cisco Unified Contact core enterprise's individual facets work the manner they do and how to perform key initiatives in Cisco Unified Contact middle commercial enterprise.
examine Cisco Unified Contact center enterprise to be taught more in regards to the following:
Sao Paulo, Brazil, January 15, 2015 – Energisa neighborhood, a Brazilian energy distributor, optimized its consumer functions with Cisco® Unified Contact center solution. The organization deployed a set of Cisco´s solutions to combine its communications channels, unifying mobilephone, e-mail, actual-time chat and social networks applications. The know-how will improve Energisa´s provider capability, enabling it to deal as much as 447,000 calls per month in its distribution gadgets.
The customer carrier optimization meets Energisa´s structural calls for and the distribution centers’ present needs. one of the crucial indicators evaluated by using the Brazilian electric powered power agency (ANEEL, Agência Nacional de Energia Elétrica) is the customer functions offered by using the energy businesses. in addition, Energisa has realized the deserve to replace its contact middle after its infrastructure enlargement with the acquisition of the Brazilian community Rede. nowadays Energisa serves over 15 million americans.
Cisco consumer Collaboration structure, together with Cisco Unified Contact middle enterprise, changed into utilized to supply intelligent contact routing, call remedy, and network-to-desktop computing device telephony integration (CTI). The answer also integrates Outbound Dialer services and web applications reminiscent of social media, e-mail and real-time chat consolidated in an all-in-one platform, skinny-customer collaborative computers for brokers and supervisors, and fast deployment in disbursed areas.
Energisa has put in 286 service positions in its groups across the nation: Energisa Borborema, Energisa Minas Gerais, Energisa Nova Friburgo, Energisa Paraíba and Energisa Sergipe. Cisco know-how additionally has introduced elementary channels convergence to the corporation, enabling it to extend its service reach.
"The magnitude of customer carrier is growing to be together with buyers and market calls for, requiring greater convergent applied sciences," noted Marcus Luz, Director, business at Cisco Brazil. moreover assembly the usual necessities, the executive highlights the probability to increase customers´ arrangements and loyalty via offering integrating options and all-circular visibility. "A single contact core platform integrating social media, email and actual-time chat applications allows for more suitable planning and personalized client provider in lots of ranges," delivered Luz.
Wittel solutions, one in all Cisco´s integrators, became responsible for the design and deployment of the task. in line with Marcelo Penteado, Wittel, options Director, the task aimed to optimize investments in applied sciences and greater constructive and measurable working results, because of the handle tools of the Cisco solution.
Aiming to ahead consumers’ calls directly to the most appropriate materials, assembly their specific wants, Cisco Unified consumer Voice Portal turned into also applied within the infrastructure, combining self-carrier and speak to core through precise-time query and service repute clever functions. decreasing transfers to a different agent to almost zero, the device increased the business´s consumer pride and contributed to the development of operational efficiency.
About Energisa group
Energisa neighborhood is among the greatest energy 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 (vigour and light-weight West).
With approximately 6 million customers, it serves over 15 million people in 788 municipalities discovered in all areas of Brazil. With annual internet revenue of R$ 8.9 billion, the group has offered about 10,000 direct jobs.
With the mission to seriously change energy in comfort, building and alternatives, in a sustainable, responsible and moral method, Energisa operates a various portfolio together with power distribution and era (Energisa era) capabilities (Energisa options), and energy trading (Energisa Comercializadora).
Cisco (NASDAQ: CSCO) is the global leader in IT that helps businesses capture the alternatives of the following day via proving that incredible issues can occur if you happen to join the in the past unconnected. For ongoing information, please go to http://thenetwork.cisco.com.
Cisco and the Cisco brand are logos or registered logos of Cisco and/or its associates within the U.S. and other countries. a listing of Cisco's trademarks can be found at www.cisco.com/go/emblems. Third-celebration emblems outlined are the property of their respective homeowners. using the observe associate doesn't suggest a partnership relationship between Cisco and every other enterprise.
Calabrio, a leading provider of consumer engagement and analytics utility, nowadays announced that Calabrio ONE Cloud is now attainable directly in the course of the Cisco SolutionsPlus associate ecosystem. throughout the elevated partnership, Cisco purchasers can without problems and confidently set up Calabrio’s team of workers optimization (WFO) application suite within the cloud figuring out Cisco has proven compatibility with products within the SolutionsPlus ecosystem.
Cisco SolutionsPlus is a reselling program that areas a opt for, strategic set of Cisco compatible products on the Cisco rate record. valued clientele can effectively order these third-birthday celebration items without delay from Cisco earnings groups and channel partners. The addition of Calabrio ONE Cloud to Cisco SolutionsPlus extends Calabrio’s 20-yr heritage of partnering with Cisco, which includes greater than 200 joint companions and over three,500 joint customers.
“I actually have seen firsthand how neatly Calabrio and Cisco options work collectively to improve operations and drive a more robust client experience in the contact core,” noted Daniel Acosta, call core applications analyst at Houston Methodist sanatorium. “And with cloud on all and sundry’s intellect, I’m excited to peer that Calabrio’s cloud offering is now accessible through Cisco’s SolutionsPlus software. It’s a huge win for Cisco clients who're taking into account a circulation to the cloud.”
“Our partnerships with Cisco have yielded gigantic expertise, operations and value merits for our joint valued clientele, and we're very joyful to have Calabrio ONE’s cloud solution introduced to the Cisco SolutionsPlus ecosystem to increase the ease of adoption,” stated Ross Daniels, vice chairman of Calabrio’s international associate organization. “Our intention is to supply enhanced access and selection to our valued clientele, and Cisco SolutionsPlus is an excellent means for organisations to build their contact center and WFO environments the usage of top-rated-in-category options that work together seamlessly.”
Calabrio ONE’s powerful voice-of-the-client analytics and advanced reporting carry deep insights to the enterprise. The unified suite gives a single view of the customer, and improves the agent and client experience via workforce administration (WFM) and nice administration (QM) capabilities. Calabrio ONE is deployed in the cloud, on-premises, or as a hybrid solution. The on-premises edition of Calabrio ONE has been available through SolutionsPlus because 2012.
Calabriois a client engagement software enterprise that provides analytic insights to catalyze increase via client provider contact centers. TheCalabrio ONE® application suite empowers everyone in a company, from contact middle brokers to the CEO, with easy-to-use tools that supply a far better knowing of the client. each consumer interplay yields insights that extend client-consciousness, which is how main organizations now force growth and lengthy-time period corporate prosperity. discover more athttps://www.calabrio.com/and follow@Calabrioon Twitter.
Calabrio, Calabrio ONE® and the Calabrio brand are registered emblems or emblems of Calabrio, Inc. All different logos outlined during this document are the property of their respective owners.
View source edition on businesswire.com: https://www.businesswire.com/news/home/20190207005226/en/
source: Calabrio"> <Property FormalName="PrimaryTwitterHandle" value="@Calabrio
Copyright enterprise Wire 2019
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Making a major business technology purchase isn’t something you can take lightly. And I don’t know anyone who would. It’s not the same as buying a new TV or a new phone. Those usually aren’t impulse decisions. You’ve done your research. But if it’s not what you want, you can quickly unplug the TV and exchange it for a different model. Or live with your new phone, call it mean names for the two years of your mobile contract, and make a different choice next time.
But business technology decisions affect people, processes, budgets. Deploying new tech means dealing with transitions, integration, implementation, and all that goes with those. And unlike “behind closed doors” technology that lives in the secret work of network admins, unified communications touches everyone in your business – from your employees to your customers and everyone between. And your contact center? You don’t need me to tell you how important that is.
These are the purchases that require trust: Trust in the products, trust in the vendor, and trust that your future needs are always part of the equation.
These are the purchases that require trust: Trust in the products, trust in the vendor, and trust that your future needs are always part of the equation.
Like making a purchase decision isn’t always simple, neither is deciding that it’s time to make one. Whatever brings you to shop for new tech is much more than an empty milk carton in the refrigerator. Maybe you fit into one of these scenarios:
Whatever the reason, it’s rarely easy. And somehow, if you’re a linchpin in the decision process, you’ll lose some sleep along the way. (If not you, someone on your team will…) Personally, I’m a fan of sleep. I like it. It’s important. Let us help you minimize that lost sleep.
Let’s not dance around it. Avaya’s recent announcements have put a lot of people into the decision process. Change and uncertainty usually do.
Let’s not dance around it. Avaya’s recent announcements have put a lot of people into the decision process. Change and uncertainty usually do. So then, what to do next? I’m not bold enough to say, “Hey, come on over and write me a check right now.” That’s not how this works. It’s not an overnight decision. You have to figure out who you trust with your unified communications and customer care solutions. And to get there means asking a lot of questions – and getting the answers you need.Trust Cisco for Unified Communications
The industry recognizes Cisco as a leader in unified communications. We have over 15 years of experience implementing solutions for organizations of all sizes across industries, worldwide. And we don’t sit still. We’re focused on a cycle of constant innovation to improve everything we do, always emphasizing the user experience.
Does Cisco offer unified communications solutions? Yes. We have comprehensive, fully supported unified communications solutions based on proven voice, video, messaging, and mobility. We offer a range of cloud, on-premises, hosted, and hybrid solutions, including Cisco Spark, Cisco Business Edition packaged solutions, and customer care.
What should I do if I’m considering a move from my current vendor? This is a great time for a conversation with us. Together with our extensive network of partners, we’re available to talk you through your particular concerns, help you come up with development plans, and mitigate risks as you move forward.
Are there special programs to help me move to Cisco? We have several programs to help you move to Cisco, from technology migration discounts to try-and-buy offers and adoption services. Our partners can advise you regarding which ones best suit your needs.
What are some of your differentiators against Avaya? Cisco is leading the industry, with significant investments in on-premises, cloud, and hybrid unified communications solutions.
What are the differences between the Business Edition packaged solutions? It’s all about you and what you need.
Do Cisco solutions work alongside our existing Avaya investments? Our partners have great experience migrating from Avaya to Cisco and can work with you to plan your migration. We believe an end-to-end Cisco solution delivers the best experience and increases the effectiveness of communications and collaboration in your organization. But, we realize that you may need a phased approach.
What support can you offer? Our services team can help you plan every step of your journey, from planning, design, implementation, and adoption to ongoing support. Once your system is running, Software Support Service (SWSS) provides access to upgrades and global 24×365 access to our Technical Assistance Center. Cisco Smart Net Total Care™ Service provides options for 2-hour, 4-hour, or next-business-day advance hardware replacement. Likewise, our partners also offer a wide range of value-added services.
Find a collaboration partner with the partner locator tool.Trust Cisco for Your Contact Center
Cisco has been in the contact center business since 1999. Depending on region and market share reports, Cisco is either number 1 or number 2 in the contact center platform segment. Our portfolio covers the needs of contact centers from small to very large. Deployments include market leaders in all industries and more than 27,000 individual contact centers.
Have you migrated large Avaya customers to Cisco contact centers? Yes. In fact, a significant percentage of new Cisco contact center customers are existing Avaya contact center customers, including many deployments of more than 10,000 seats.
Avaya says Cisco is dependent on third parties — is that true? Yes. Digital transformation is a value chain play that can’t be accomplished via a single vendor. That’s why we focus on extensibility to valuable third-party solutions via a strong set of open APIs and interfaces.
How do you minimize risk in moving from Avaya to Cisco? We’ve developed extensive expertise in migrating customers from Avaya environments to Cisco. That expertise allows us to reduce risk and translate your specific Avaya solution to Cisco.
How long would an Avaya to Cisco migration take? As you’d expect, it depends on the size and complexity of your current Avaya environment. A Cisco environment can be up and running in as little as 90 days.
Does Cisco have a cloud contact center solution? Yes. Cisco Hosted Collaboration Solution for Contact Center is a version of Cisco Unified Contact Center Enterprise designed for hosting by service providers and other cloud partners. It provides the same capabilities as our enterprise on-premises solution in a per-agent/per-month consumption model.
Are Avaya’s existing applications, such as Avaya WFO, compatible with Cisco’s platform?Yes. Our ecosystem partners — such as NICE, Verint, and Calabrio — have WFO-compatible solutions that have been certified and tested, and that interoperate with both Cisco and Avaya.
Can you help us maintain and manage an Avaya platform and existing third-party applications during a transition? Yes. Cisco and our partners can support migration, day-2 support, and manage and maintain an Avaya solution.
Do you have applications similar to Avaya CMS, Call Vectoring, and Session Manager? Yes. Cisco has a mature platform with equivalent or more robust capabilities due to a more modern architecture that provides greater inherent extensibility. The following table provides examples of baseline capabilities between the two companies. One significant difference: Cisco builds many of these capabilities directly into the base solution, whereas Avaya requires add-ons.
What is your global presence? Our contact center solutions have wide market presence in every operating region of the world. Our installed base scales from small contact centers to large virtual and global customer care centers. Our partners include large global as well as regional players.
Get Gartner’s perspective. Gartner positioned Cisco as a leader in all five Gartner Magic Quadrants in which Cisco Collaboration participated — including those for unified communications and contact center.
SAN JOSE, Calif.--(BUSINESS WIRE)--
8x8, Inc. (EGHT), a leading cloud provider of voice, video, collaboration and contact center solutions for over one million users worldwide, today announced Vertical Communications® has joined its strategic channel partner program. The partnership will allow companies to migrate their business to the cloud and communicate faster and smarter to exceed customer expectations.
Vertical Communications will offer 8x8’s services through its nationwide footprint of direct sales and support offices. Vertical supports thousands of customers across the country with their unique “One Vertical” solution. By offering a complete line of data and wide area networking services, phones, and cloud services, Vertical is able to take responsibility for a business’ complete communications solution from end to end. The “One Vertical” solution is designed by Vertical’s industry-leading solutions team and delivered by Vertical’s award-winning implementation organization. The result is a superior customer experience.
“Vertical selected 8x8 as our partner because they’re at the top of the market, providing companies with a cutting-edge technology platform, while simultaneously focusing on the security and reliability of their solutions,” said Peter Bailey, CEO of Vertical Communications. “With 8x8, we can deliver a single source for a complete communications platform, which simplifies the engagement model and provides a better solution for our customers.”
This new partnership will enable Vertical to combine its award-winning design, implementation, and support services with 8x8 X Series. Launched in 2018, 8x8 X Series helps businesses transform their customer and employee experience with one system of engagement across voice, video, collaboration and contact center, and one system of intelligence on a single cloud-based technology platform.
8x8's global channel enablement program continues to grow with more than 400 partners and 10 strategic masters participating since its inception in August 2017.
“The key to effectively scaling a channel program is to be highly selective in the companies you choose as partners. Vertical Communications has a proven service and support infrastructure that will provide an outstanding customer experience to companies moving to enterprise cloud communications with 8x8 X Series,” said John DeLozier, Vice President & Channel Chief, 8x8. “Their national scale, industry-specific expertise, and sophisticated technical staff make them uniquely qualified to help more businesses transform both their employee and customer experience with 8x8.”
8x8 X Series was recently recognized by Gartner as a Leader in the 2018 “Magic Quadrant for Unified Communications as a Service, Worldwide”1 for the seventh consecutive year, and positioned as a Challenger in the 2018 “Magic Quadrant for Contact Center as a Service, North America”2 for the fourth year in a row.
8x8 also recently won Frost & Sullivan’s 2018 North American Integrated CCaaS and UCaaS Competitive Strategy Innovation and Leadership Award for 8x8 X Series.
About Vertical Communications
Vertical Communications, Inc. is a leading provider of communications platforms and applications that enable critical business workflows for enterprises across a variety of industries including retail, automotive, health care and hospitality. Our cloud and hybrid voice, WebRTC, mobility, messaging and collaboration solutions help some of the world’s most successful companies improve efficiencies in daily operations, drive sales and deliver a superior customer experience. Vertical’s award-winning products and solutions, combined with our highly customer-focused engagement model, make us a strategic partner for businesses looking to transform their operations with communications technology. For more information about Vertical Communications and our complete line of products built for How We Work Today, visit www.vertical.com.
About 8x8, Inc.
8x8, Inc. (EGHT) cloud solutions help businesses transform their customer and employee experience. With one system of engagement for voice, video, collaboration and contact center and one system of intelligence on one technology platform, businesses can now communicate faster and smarter to exceed the speed of customer expectations. For additional information, visit www.8x8.com, or follow 8x8 on LinkedIn, Twitter, and Facebook.
8x8® and 8x8 X Series™ are trademarks of 8x8, Inc.
 Gartner “Magic Quadrant for Unified Communications as a Service, Worldwide” by Daniel O’Connell, Megan Fernandez, Rafael Benitez, Bjarne Munch, Christopher Trueman, Mihai Nguyen, October 10, 2018.
 Gartner "Magic Quadrant for Contact Center as a Service, North America" by Drew Kraus, Steve Blood, Simon Harrison, Daniel O’Connell, October 17, 2018.
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organisation and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
View source version on businesswire.com: https://www.businesswire.com/news/home/20190122005282/en/
SAN JOSE, Calif.--(BUSINESS WIRE)--8x8, Inc. (NASDAQ:EGHT), a leading provider of cloud-based unified communications and contact center solutions, today announced that the company was named as a Market Challenger in the latest Decision Matrix Report for Multichannel Contact Center Solutions by Ovum, a leading global technology research firm. This is the first time 8x8 has appeared in the Ovum report, signaling a strong market presence, increased customer adoption and growing momentum in the contact center space.
The Ovum Decision Matrix highlighted that “the increased acceptance of cloud among enterprises, as well as the addition of many new vendors in the market, means that the competitive landscape for cloud contact center solutions had become complex. Enterprises need assistance in finding the right platform to meet their needs.” The firm identified seven leading providers and evaluated them not only on their technical strength, but on market impact and customer satisfaction. Providers making that list include 8x8, Five9, Genesys, InContact, Interactive Intelligence, LiveOps and NewVoiceMedia. A highlighted notation from the report mentioned that “the differences in capabilities between vendors were relatively slight, so therefore Ovum recommends that enterprise buyers consider all seven vendors in the sample.”
“One of the advantages of 8x8’s contact center solutions is that they require little or no programming to install. Contact centers can implement the solution quickly, without much integration,” said Aphrodite Brinsmead, Ovum Principal Analyst. Brinsmead also noted that 8x8 has strong technical capabilities, has been aggressively trying to move up-market into larger enterprises and offers a valuable combination of cloud telephony and contact center tools. “Customers stated they chose 8x8 for its pricing, ease of implementation, reliability and feature set.”
“8x8 has demonstrated impressive market impact in the contact center this year, and we are pleased to see the industry validation continue with Ovum’s report,” said Vik Verma, 8x8 CEO. “With our recent VCC Global and VCC Analytics announcements, 8x8 has been breaking impressive ground in the contact center and continues to push innovation barriers. We are executing on our vision to deliver high-value, high-touch customer capabilities, while providing a truly unified global contact center with worldwide presence.”
About 8x8, Inc.
8x8, Inc. (NASDAQ:EGHT) is the trusted provider of secure and reliable enterprise cloud communications solutions to more than 40,000 businesses operating in over 100 countries across six continents. 8x8's out-of-the-box cloud solutions replace traditional on-premises PBX hardware and software-based systems with a flexible and scalable Software as a Service (SaaS) alternative, encompassing cloud business phone service, contact center solutions, and conferencing. For additional information, visit www.8x8.com, www.8x8.com/UK or connect with 8x8 on LinkedIn, Twitter, Google+ and Facebook.
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