642-243 Questions and answers required to pass the certification examination at the start attempt.

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642-243 - Unified Contact Center Enterprise Support - Dump Information

Vendor : Cisco
Exam Code : 642-243
Exam Name : Unified Contact Center Enterprise Support
Questions and Answers : 44 Q & A
Updated On : April 24, 2019
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642-243 Questions and Answers

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642-243 Unified Contact Center Enterprise Support

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642-243 exam Dumps Source : Unified Contact Center Enterprise Support

Test Code : 642-243
Test Name : Unified Contact Center Enterprise Support
Vendor Name : Cisco
Q&A : 44 Real Questions

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Cisco Unified Contact Center Enterprise

Cisco Updates Contact middle Lineup | killexams.com Real Questions and Pass4sure dumps

Cisco has up-to-date its contact middle portfolio with the goal of enhancing consumer experience, protection and deployment, and creating cost for groups by offering related offerings via a cloud-first model.

release 12.0 includes enhancements to Cisco’s on-premises and hosted options: Unified Contact center business (Unified CCE), Packaged Contact center business (Packaged CCE), Unified Contact center categorical (Unified CCX), and Hosted Collaboration solution for Contact center (HSC-CC).

Cisco's Vasili Triant

Cisco’s Vasili Triant

Vasili Triant, Cisco’s vice president of consumer take care of the collaboration, tells Channel companions the latest unencumber lets companions go lower back to existing consumers for process re-engineering besides the improve itself.

“There [are] lots of features earnings that companions can benefit from,” he mentioned. “companions at all times play an important role in every thing we do. Product administration determines function unencumber content material from quite a lot of sources together with valued clientele and partners, as well as Cisco box personnel, UX container research and market information. Our partners’ comments is a vital factor of our strategy.”

In his blog, Tod noted, Cisco’s senior director of product administration, wrote that contact facilities play an “standard position in shaping a corporation’s course and have develop into a strategic essential to using consumer loyalty, innovation and business growth.”

“The agent event in selected has an instantaneous correlation with how your customers make purchasing decisions,” he wrote. “In some situations, they're the simplest interaction customers will have along with your organization. therefore, empowering agents with modern and intuitive tools that enable them to have the right assistance and resources at their fingertips, helps power quicker resolution closure and create extra significant consumer interactions that can final a lifetime.”

New aspects include:

  • Multi-web site supervisor assist, enabling faraway or traveling supervisors.
  • multiplied variety of agents supported on CCE and HCS-CC to 24,000.
  • A single-pane-of-glass administrative portal for Cisco and partner systems.
  • business chat and electronic mail excessive availability.
  • next-technology unified administration for packaged CCE with person journey refresh.
  • a rise in the expanded call context (ECC) payload limit.
  • An upgraded consumer adventure in laptop Chat, team Message and Agent energetic name particulars for the supervisor.
  • An better internet chat adventure and guide for fb Messenger.
  • “a lot of our contact-center valued clientele have shared their challenges with us, on how they try to enrich agent and supervisor productiveness, increase first contact decision, and enhance their valued clientele’ adventure,” famous wrote. “at the same time, their IT team of workers must be capable of manage the contact core successfully and cost-without problems, whereas ensuring compliance with the latest protection requirements and conserving the privacy of their customers’ data.”

    “expanding scale and the brand new browser-based mostly agent and supervisor desktop customers deliver a sophisticated omnichannel journey that exceeds those offered by most of our competitors,” Triant stated.

    M-idea group Releases vREALM Powered by way of Cisco Voice & Unified Communications | killexams.com Real Questions and Pass4sure dumps

    l. a., CA, February 27, 2019 --(PR.com)-- M-thought group, a frontrunner in beginning of private technology infrastructure and managed functions has announced a new product offering, vREALM, a single-tenant inner most cloud carrier supplying managed Cisco’s Voice & Unified Communications enterprise VoIP and contact middle. making use of their proprietary cloud model, CapEx-as-a-carrier™, M-idea provides an entire managed Cisco UC networking stack, On-Prem or Privately hosted with cloud redundancy, on a value-per-consumer basis.

    Blurring the lines between CapEx and OpEx. M-concept provides a fully managed private single-tenant hosted answer. vREALM gives you the monthly subscription plan of a public VoIP issuer with the excellent, privateness, security and business Cisco hardware and software that best a boutique reseller can present customarily on a CapEx groundwork. There aren't any up-entrance expenses, just a manageable month-to-month payment.

    “This new product sets us apart from our competition,” states Chant Vartanian, Chairman and Chief approach Officer of M-concept. “vREALM is the Hosted VoIP answer that adjustments the IT consumption paradigm. we can radically change your business verbal exchange and in the reduction of charges with an enterprise grade voice, video and collaboration answer that most effective Cisco can offer.”

    About M-theory neighborhood (www.M-TheoryGRP.com)

    M-theory’s mission is to disrupt the normal methodology of know-how acquisition. As a dynamic emerging growth business, they purpose to deliver imaginative know-how options that serve multiple verticals comparable to Finance, IT, Healthcare, project group, Manufacturing, software, company features, entertainment, prison, Gaming, and Telecommunications. in comparison to public cloud and conventional infrastructure-as-a-provider (IaaS) procedures, CaaS presents two fundamental distinctions. First, M-theory offers custom-constructed, single-tenant deepest clouds. This capacity customers can be sure their environments are totally aligned with their specific safety policies and compliance mandates - and evade the risks associated with multi-tenant environments. 2nd, these private clouds can also be delivered any place the client requires, no matter if on their premises, in M-thought’s information centers, in a colocation ambiance or every other facts center they choose.

    10 Leaders in quickly-altering Omnichannel Contact center Sector | killexams.com Real Questions and Pass4sure dumps

    The contact center is probably the most important asset of an organization that lives or dies through the first-rate of its interactions with its consumers, consumers and potentialities.

    A pattern of 10 important omnichannel contact core companies suggests that it's a category in transition. half one is ongoing: The name middle has become the contact center and in many instances has taken up house within the cloud. The subsequent step, which seemingly could be transformative, is the mixing of artificial intelligence and large statistics. The have an effect on of those adjustments will result in consolidation and new entrants, including some large avid gamers.

    the ten agencies profiled run the gamut from everyday (Cisco) to lesser customary (Enghouse and Serenova). Some structures are within the cloud, some on premises, and a few are provided in either. Pricing is distinctive. There are loads of choices on features sets. aims include the ability to speak over any device, switch agilely throughout sessions, and supply brokers with pertinent counsel as it is needed.

    corporations should make sure that the structures they choose have the acceptable skill. different factors that should still be stored in mind are even if the focus is on outbound contacts (generally sales) or inbound site visitors, even if the emphasis is on average telephone contacts (possibly ideal for groups serving an older demographic) or multimedia, and no matter if seasonal and every day spikes in site visitors may also be accommodated.

    eventually, corporations may still remember that the dealer lineup is fluid.  They should have a transparent concept of the vendor or provider issuer’s plans and their options whether it is received or goes out of enterprise. These are normal occurrences in without delay altering sectors. "The supplier landscape is fairly fragmented and consolidating, plus with the cloud in ascendancy, we're getting new gamers as smartly," spoke of Jon Arnold, the foremost of J Arnold & associates.

    10 Contact core supplier Leaders


    8x8, Inc

    8x8 virtual Contact middle

    8x8, headquartered in San Jose, California, offers the digital Contact middle. in addition to the products purchasable nowadays, the company will make the X sequence available this summer time. introduced at business connect, the X series eliminates the silos and point options which have developed between voice, the contact core, collaboration and conferencing. it's going to do that by way of working off one set of records, one workflow engine and one analytics engine.

  • staff optimization
  • superior business cell and collaboration features and unified communications
  • supports for voicemail, electronic mail, net callback, net chat, social and others
  • Browser-primarily based
  • helps brokers despite region
  • Integrates with a few main CRM platforms and can be configured to interface with other business purposes
  • Globally distributed brokers have standard admin and reporting and high voice high-quality by the use of geo-routing to the closest of 8x8's 15 world records centers
  • Key industries: economic services, health care, excessive tech, coverage, criminal, manufacturing, real estate, retail trip/hospitality

    Alcatel-Lucent business

    Paris-primarily based Alcatel-Lucent enterprise is commonplace for way over contact facilities. On the contact core front, the business center of attention currently is on training, government, health care, hospitality and transportation. The OmniTouch Contact core typical version facets modules for contact center supervision, distribution, brokers and interactive voice response. OpenTouch customer carrier supports each agent-based mostly and self-service multimedia interactions.

    OmniTouch Contact center typical version

  • Contact facilities certainly pushed by using inbound voice interactions
  • far flung agent facilities
  • department survivability for inbound contacts with Alcatel-Lucent OmniPCX enterprise Passive communication Server
  • Prioritized "ability mapping" routes calls in line with optimal purchasable components
  • advanced queuing with embedded voice bulletins
  • Integration with compliant business functions, messaging services and LDAP directories
  • OpenTouch customer carrier

  • Social media channels
  • Agent and supervisor internet desktop
  • Inbound, outbound and blended campaigns with constant agent scripts
  • Multimedia guide: voice, e-mail, internet, social media
  • intelligent routing in line with agent skills, client profile, geography and enterprise suggestions
  • Predictive dialer for a high productivity and talk times while complying with law
  • visible management interface for supervisors to display screen and control operations, personnel, and consequences
  • computerized Speech focus (ASR), text To Speech (TTS), herbal Language (NL)
  • Avaya

    Avaya Oceana solution

    Avaya, like Alcatel-Lucent business, has a protracted history and excessive profile. The Oceana solution, the company says, enhances client interaction and drives loyalty. The platform supports any gadget at any point in the interaction, captures all interactions, and integrates interactions from legacy methods.

  • prosperous multi-touch engagement: purchasers can engage via mobile, internet, mobile, web chat, chatbot, SMS, electronic mail, social, video, voice
  • Context renovation: keep context in the course of the interplay
  • visible workflows: Drag-and-drop design permits agents to bring the appropriate components, content and context collectively across client relationship administration (CRM) and other systems
  • 360-degree client context: Captures customer, enterprise and situational context throughout all contact features
  • subsequent-era direct-to-agent routing: immediately fits valued clientele to the superior agent or enterprise
  • Intuitive agent and supervisor workspaces: HTML5-primarily based omnichannel desktops are handy to use and an impressive driver of consumer productiveness
  • advanced analytics: Avaya Analytics is designed for multitouch and features an open facts model designed to give new and robust insights
  • constructed on Avaya Breeze, which could guide third-celebration and customized apps and cloud functions by means of modular Snap-ins
  • Key industries: financial functions, insurance, health care, hospitality, education, manufacturing, outsourcers, govt


    Cisco, with its big selection of contact core offerings, aims to serve the whole waterfront with a wide variety of products and configurations. The enterprise's influence ability that products from many different companies within the contact middle class interoperate with and integrate into Cisco platforms.

    Unified Contact center specific

  • net Chat: community chat and switch, multi-select wrap-up
  • Agent email updates: additional response alternatives including ahead, higher attachments and cc/bcc
  • Agent computer advancements: fresh call history, making calls from the able state
  • Reporting enhancements: less complicated chart creation and dashboards, new multi-channel stories
  • New signal-on supervisor functionality comprises monitoring outbound non-ACD calls, viewing agent state and make contact with history and viewing group-particular historical experiences
  • Infrastructure updates encompass superior digital care journey
  • All-in-one consumer care answer
  • Pricing: Cisco Unified Contact center specific expenditures are in accordance with two styles of brokers.  better (ability/competency organizations, simple IVR, reporting, recording, cellphone-based mostly brokers, desktop agent application, laptop workflows, alternative for redundancy, choice for advanced excellent management and workforce administration), and premium (adds access to third celebration statistics sources, and VXML IVR capacity, option for superior high-quality administration and staff management). here desk summarizes the per-agent utility list fee constitution for Contact center categorical: 


    The 25-seat promotional bundles for enhanced and top class licenses include the excessive Availability licenses. The premium licenses consist of both license for SocialMiner as neatly for an off-container top class Cisco Unified Intelligence middle. Outbound IVR and Predictive/revolutionary Agent performance is optionally available with the top class equipment at $695 per port.

    Packaged Contact core enterprise

  • supports for up to 4 peripheral gateways–Unified Communications manager pairs
  • The application gateway to reap facts from outside functions
  • may also be deployed in simplex or duplex mode in lab environments
  • aid for “convey your personal hardware”
  • Pricing:

    Packaged Contact middle business requires best two licensing entities that encapsulate a variety of elements of the Contact core commercial enterprise answer. the first item is the Packaged Server license for $15,000. It includes UCCE application and CVP utility, Unified Intelligence middle top rate version for reporting, two CVP Studio licenses for provider creation, Finesse utility, Social Miner utility and 100 Outbound option Dialer ports.

    The 2nd merchandise is the Packaged Agent license, which prices $2,350. It includes one CCE premium Agent, one redundant CVP port for queuing or self-service, one Voice Browser Port and enterprise Chat and email. A consumer would procure one unit of Packaged Server license and any number of a Packaged Agent license for every concurrent logged in agent.

    non-compulsory features consist of additional Cisco Outbound choice at $600 per port. All expenses are checklist expenditures, with customer and partner discounts.

    Cisco Unified Contact core commercial enterprise

  • intelligent any-channel contact routing, self-provider remedy, and open-integration interfaces for the agent laptop and different applications
  • Contact dropped at probably the most acceptable useful resource in accordance with true-time conditions, company rules, and agent attributes
  • e mail and web chat typical
  • unique and abstract records offered in prebuilt experiences and an open-reporting database with a printed schema, enabling convenient building of customized stories
  • built-in context service makes it possible for greater personalized, efficient self-carrier, and agent interactions
  • Pricing:

    Cisco Unified Contact core commercial enterprise application is $15,000 plus a price per agent seat (simultaneous login) and Queuing and IVR ports. The “premium Agent” (full integration toolkit potential) is $1,950 per agent. Queuing is $1,100 per port and IVR is $1,195 per port. Cisco Outbound option is $600 per port. All expenses are listing expenditures; coupon codes follow per consumer/companion.

    Hosted Collaboration solution Contact middle

  • enables cloud-based contact centers throughout the Cisco ecosystem of depended on partners
  • supports small through big contact centers, ranging from 10 to 12,000 brokers per customer illustration
  • Contact core facets, consist of agent and supervisor computing device with Cisco Finesse, constructed-in self-service IVR with CVP. contains developed-in e mail and web chat, outbound support, faraway silent monitoring, internet 2.0-primarily based reporting with Cisco Unified Intelligence middle, at-home agent aid
  • Third-birthday party integration for recording, wallboards, workforce management, CRM, and database administration
  • Spark Care

  • Embedding on business' website to offer chat and callback capabilities
  • client care agent workspace and integrated reporting with client remarks to increase aid desk productivity and effectiveness
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    Unified Contact Center Enterprise Support

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    Mitel and Talkdesk partner for enterprise cloud contact center solution | killexams.com real questions and Pass4sure dumps

    SAN FRANCISCO, April 09, Apr 09, 2019 (GLOBE NEWSWIRE via COMTEX) -- Talkdesk, the cloud contact center for innovative enterprises, and Mitel(R), a global leader in business communications, today announced a strategic partnership to help enterprises transform to meet the demands of today's digital consumer. Mitel's MiCloud Connect CX, a new, all-in-one cloud contact center powered by Talkdesk, offers enterprises an innovative, award-winning Contact Center as a Service (CCaaS) solution backed by Mitel's extensive global Unified Communications (UC) and Unified Communications as a Service (UCaaS) footprint.

    The Mitel - Talkdesk contact center solution offers greater flexibility to Mitel's far-reaching global customer base and extensive network of channel partners. CCaaS solutions are designed to drive operational efficiency and cost savings, improve employee productivity and, as a result, improve customer experience and satisfaction. The modern public cloud architecture, innovation and advanced integrations from Talkdesk create a unique value proposition for Mitel customers and partners around the globe who desire the versatility and capability of a CCaaS service. With MiCloud Connect CX, Mitel is extending its business communications solutions with next-generation contact center functionality, empowering companies of all sizes to easily deliver exceptional customer experiences and adapt to the evolving communications expectations of today's digital consumers.

    "Customer experience is the most meaningful competitive differentiator for companies in an increasingly service-driven marketplace," said Graham Bevington, executive vice president of Business Development, Mitel. "In partnering with Talkdesk, we've created a solution that enables organizations to effectively leverage the public cloud so they can deliver a more personalized customer experience quickly and in a predictable cost model as their needs scale up or down. Mitel is relied upon by thousands of companies who leverage our existing contact center portfolio, and the introduction of MiCloud Connect CX offers an important new tool for those seeking stronger customer relationships through a more flexible deployment model."

    "Mitel is a clear, established leader in the unified communications industry, and we are excited to join forces with them to provide their customers and partners with a new contact center offering," said Tiago Paiva, chief executive officer, Talkdesk. "Talkdesk momentum in the cloud space has accelerated year over year, driven by our rapid pace of innovation and development, producing more than 500 new features in less than three years. Combined with Mitel's industry-leading enterprise communications platform, MiCloud Connect CX is poised to quickly become the clear and obvious choice for enterprises seeking to make customer experience a competitive advantage."

    MiCloud Connect CX is uniquely designed to leverage Mitel's expertise in call control technology innovation and deployment together with the simplicity of Talkdesk's easy-to-use, consumer-like experience and flexibility. Additionally, through this partnership, Talkdesk can expand the reach of its services and create new opportunities for customers seeking a single provider for both UCaaS and CCaaS.

    "Talkdesk's strong position in the industry, backed by a 98% customer satisfaction rating, a 99% retention rate, deep CRM integrations and an unrivaled pace of innovation and speed of development makes them an excellent partner for Mitel. Conversely, Mitel makes for an ideal Talkdesk partner with by uniquely offering a strong combination of UCaaS and UC solutions, and has the unquestionable enterprise capabilities," said Zeus Kerravala, founder and principal analyst, ZK Research. "MiCloud Connect CX looks to be an exciting game-changer, for both Mitel and Talkdesk, and those companies seeking to deliver a higher level of customer experience."

    Additional Information

    -- Discover how MiCloud Connect CX can help make customer experience a competitive advantage

    -- Learn more about the Talkdesk Enterprise Cloud Contact Center

    -- Follow @Mitel and @Talkdesk on Twitter

    -- Connect with Mitel and Talkdesk on LinkedIn

    About Talkdesk

    Talkdesk Enterprise Cloud Contact Center empowers companies to make customer experience their competitive advantage. With enterprise-class performance and consumer-like ease of use, Talkdesk easily adapts to the evolving needs of sales and support teams and their end-customers, resulting in increased customer satisfaction, productivity and cost savings. Over 1,400 innovative enterprises around the world, including IBM, Acxiom, Discovery Education and Peloton, rely on Talkdesk to power their customer interactions. Learn more and request a demo at www.talkdesk.com.

    About Mitel

    A global market leader in business communications powering more than two billion business connections, helps businesses and service providers connect, collaborate and provide innovative services to their customers. Our innovation and communications experts serve more than 70 million business users in more than 100 countries. For more information, go to www.mitel.com and follow us on Twitter @Mitel.

    Mitel is the registered trademark of Mitel Networks Corporation. All other trademarks are the property of their respective owners

    Media Contacts:

    Gavin Gustafson


    (801) 560-0073

    Camille Beasley

    (469) 212-0433


    Chad Torbin


    (415) 548-6535


    -- <a target="_blank" href="http://killexams.com/https://ml.globenewswire.com/Resource/Download/a4ee9f84-8e1d-4e31-8649-75ba9a1e8ebd">press release image_1200x627 @2x</a>

    Gavin Gustafson Talkdesk 801-560-0073 gavin.gustafson@talkdesk.com

    (C) Copyright 2019 GlobeNewswire, Inc. All rights reserved.

    Gary E. Barnett, Unified Communications and Contact Center Veteran, Named to UJET’s Board of Directors | killexams.com real questions and Pass4sure dumps

    SAN FRANCISCO–(BUSINESS WIRE)–February 13, 2019–

    UJET, Inc., the company that is reimagining customer support with multi-channel solutions that fully leverage smartphone-era technology and intelligent automation, announced Gary E. Barnett’s appointment to the UJET board of directors today, as the company prepares to accelerate its 2018 growth of over 500%.

    “Team UJET and our investors are thrilled to bring Gary on board. We seek to benefit from Gary’s shared vision, perspective, and experience,” said Anand Janefalkar, Founder and CEO of UJET. “As the former SVP and GM of Avaya and former CEO of Aspect, Gary deeply understands the technical and operating history of contact center environments, their evolution path, and is helping us effectively shape the future of our business, transforming how brands connect to customers with ease, context, and rapid satisfaction.”

    “Upon meeting Anand and the board, and becoming deeply familiar with the architecture, it quickly became evident that the UJET platform has a substantial advantage to lead transformation of the traditional Contact Center landscape,” said Gary Barnett, CEO of Semafone. “The team’s obsession with user experience, combined with secure cloud-based technology, delights consumers with any time, anywhere access, which makes UJET really stand apart.”

    About UJET

    UJET is a modern cloud contact center software company with leading innovation in smartphone-era customer support on the web, phone, and mobile apps. The UJET platform delights end-users with any time, anywhere access and simple smartphone functionality and elevates agent performance through context-aware solutions for voice, chat, image, video, and text. The UJET platform is enterprise grade in its global reliability, security, and scaling capacity and is SOC2 Type II and HIPAA compliant. UJET is trusted by customer-centric, innovative enterprises, including Nest, Instacart, Postmates, Atom Tickets, Blink and Grupo Bursatil Mexicano (GBM) to automate contact center processes and provide superior experiences that drive higher customer satisfaction. For more information, visit www.getujet.com.

    Beth WinkowskiWinkowski Public Relations, LLC for UJET978-649-7189beth@ujet.co

    Nicole GormanWinkowski Public Relations, LLC for UJET508-397-0131nicole@ujet.co

    Windstream Enterprise delivers full omni-channel contact center capabilities with latest unified communications enhancement | killexams.com real questions and Pass4sure dumps

    Published: Tue, October 9, 2018 7:30 AM

    Newest version of leading contact center solution uses cloud technologies to unify all communications channels and increases customer choice Newest version of leading contact center solution uses cloud technologies to unify all communications channels and increases customer choice

    NewsOK has disabled the comments for this article.

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