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920-163 - Contact Center Manager RIs.6.0 Technical Support - Dump Information

Vendor : Nortel
Exam Code : 920-163
Exam Name : Contact Center Manager RIs.6.0 Technical Support
Questions and Answers : 63 Q & A
Updated On : April 18, 2019
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920-163 Questions and Answers

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920-163 Contact Center Manager RIs.6.0 Technical Support

Study Guide Prepared by Killexams.com Nortel Dumps Experts

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920-163 exam Dumps Source : Contact Center Manager RIs.6.0 Technical Support

Test Code : 920-163
Test Name : Contact Center Manager RIs.6.0 Technical Support
Vendor Name : Nortel
Q&A : 63 Real Questions

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Nortel Contact Center Manager RIs.6.0

Avaya lays out Nortel migration highway map | killexams.com Real Questions and Pass4sure dumps

Avaya the following day will reveal a highway map that shows how its purchasers – in certain its newly minted Nortel consumers -- can flow to unified communications technologies with out ripping out present apparatus.

Avaya the following day will exhibit a road map that shows how its customers – in specific its newly minted Nortel customers -- can move to unified communications applied sciences with out ripping out present gear.

the rise and fall of Nortel

The plan specially addresses how the company will get rid of overlap between its personal and Nortel's product strains, sometimes favoring Avaya technology, now and again Nortel's, within the areas of unified communications, contact facilities, small and midsize organizations in addition to network infrastructure. at the equal time the plan allows charge discounts by the use of SIP trunking so as to let customers send voice and information over one pipe in place of assorted traces and other reduced prices via centralizing administration of company telephone programs, Avaya says.

The internet outcome, says Alan Baratz, senior vice chairman and president for international verbal exchange solutions at Avaya, is multiplied capabilities, decreased fees and less disruptive exchange.

Promising to accomplish a significant a part of this inside the yr is an aggressive aim that may also provoke Nortel purchasers looking for an attractive path to unified communications, says Zeus Kerravala, an analyst with the american neighborhood.

Chart showing what products will come out of Avaya Nortel

offering on time is essential because former Nortel valued clientele that wish to aggressively pursue UC might not need to wait and wait, he says. Avaya CEO Kevin Kennedy's time at Cisco can also help as a result of that rival's experience in buying other companies and integrating them easily, he says.

"each Nortel client is going to have a competitive vendor trying to create a route to their own unified communications solution," he says. Fumbling might not be deadly, Kerravala says, but it surely may imply a loss of the wonderful 25% marketshare he says Avaya has accrued in telephony.

As for the specifics of the road map, including an important SIP layer into the communications hierarchy will be accomplished by means of Avaya aura, the business's SIP-based mostly conversation software platform that should be sandwiched between communications infrastructure - reminiscent of PBXs - and services - reminiscent of voice, video, messaging, conferencing and mobility.

With air of secrecy in vicinity, legacy Avaya and Nortel PBXs will interoperate with SIP-based VoIP apparatus. So Nortel communique Server one thousand IP PBX with air of mystery layered on proper of it may interface with SIP-based telephones plugged into the aura aspect of the network. all the phones would have CS a thousand facets and the identical button sequencing in order to navigate those elements, Baratz says. additionally, legacy Nortel telephones may well be plugged into the air of secrecy facet of the network.

This circulate will reduce cost of adopting unified communications since it reduces the want for changing PBXs and phones as well as the can charge of retraining end users in how new telephones work, he says.

The plan requires software integration and it won't ensue overnight, Baratz says, but it may be accomplished by means of the end of this 12 months, probably in November, Baratz says. Nortel's business Communications equipment supervisor could be integrated into air of mystery, as will Nortel's Agile Communications ambiance (ACE), which makes it possible for infusing applications with communications capabilities.

The adjustments should be allotted as utility enhancements to existing charisma shoppers.

This approach isn't unbelievable, Kerravala says, as a result of air of secrecy turned into designed to embrace an SIP-primarily based apparatus, no remember who the vendor. Integration with Nortel gadget should be easier because Avaya owns both sets of assets so could make their SIP implementations appropriate. standards-compliant implementations of SIP can range ample that they don't interoperate, he notes.

in the area of contact centers, Avaya will boost Nortel Contact center application and then combine it into its present line. Over the subsequent six to nine months, extra revisions of Nortel's Contact middle will put together it to turn into the Avaya providing for midsize organizations as opposed to Contact middle express.

After that, the contact center software from Nortel could be developed to incorporate architectural aspects from both Nortel and Avaya lines, then extra developed to scale to business proportions. These two revisions will take six to nine months each. At that element the software will turn into an upgrade to exchange Avaya's excessive-conclusion Contact center Elite.

Baratz says that even before the acquisition of Nortel, Avaya mentioned that Nortel's midsize contact core changed into greater. "It turned into very near the choicest product we wanted," he says.

Avaya plans to slowly in the reduction of the number of telephony alternate options accessible for small and midsize businesses. It plans to carry legacy Avaya accomplice and critical 5 key techniques in addition to Nortel Norstar programs beneath the umbrella of its IP office gear.

IP workplace will be developed to guide Norstar methods and Nortel enterprise Communications manager hybrid PBXs, and a few years down the line will substitute them. however meanwhile, Norstar and BCM will stay accessible. "Nothing abrupt is going to occur here," Baratz says.

Nortel's software Communications equipment SIP equipment will be part of the portfolio as is. There isn't any analogous Avaya product.

Nortel introduced alongside a portfolio of switches, community safety and instant apparatus for which Avaya has no competing equipment. Avaya plans to sell these items and improve them to interoperate greater carefully with its unified communications infrastructure, Baratz says.

as an example, the wireless apparatus and switches will also be tweaked to give greater comprehensive records about the presence of mobile employees. at present they demonstrate even if a person is accessible by way of voice. With better integration they might say that the particular person is purchasable on a cell machine and the place it is found, he says.

however Kerravala says that Avaya needs to advance its apparatus to be aggressive with different infrastructure vendors function for function, no longer just to have switches and routers that augment communications. He says Avaya owns 5% of the infrastructure market through advantage of purchasing Nortel and may let it operate as a separate division directly taking on Cisco, HP and others. "or not it's a huge installed base," he says.

This story, "Avaya lays out Nortel migration street map," was at the start published at NetworkWorld.com. comply with the latest traits in unified communications at network World.

be trained greater about this topic

Avaya announces server to unify communications by way of SIP

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Nortel's bankruptcy: A year of major exchange

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Contact core business Veteran invoice Devlin Joins ZOOM foreign to steer Product administration | killexams.com Real Questions and Pass4sure dumps

FRANKLIN, Tennessee, Aug. 9, 2017 /PRNewswire/ -- ZOOM international, a frontrunner in staff optimization and contact center utility, these days introduced the appointment of invoice Devlin to vp of worldwide product administration. he will lead product innovation and construction for ZOOM and align the company's vision and strategic initiatives—in the end helping ZOOM retain its 2d-to-none net Promoter score™ and becoming its management position within the WFO industry.

"invoice has a proven music record of success in building cloud-native products which have delivered significant value in the unified communications and phone middle industries, such that his product teams have long past from zero bucks in profits to tens of hundreds of thousands annually," observed Brian Shore, chief govt officer of ZOOM international. "His leadership will assist ZOOM radically change exact contact core business challenges into useful solutions, helping our purchasers obtain spectacular business effects. moreover, he shares the government group's unwavering commitment to client and accomplice delight."

Devlin brings exciting expertise of the UCaaS, CCaaS, and CPaaS sectors to the product administration division. prior to now, he was precept product supervisor at Genesys/Interactive Intelligence, the place he led the development of PureCloud products from inception. earlier than that, Devlin become director of technical practising and sales engineer at AudioCodes and a utility and methods engineer at Nortel. Over his profession, he has designed comprehensive contact core solutions, together with modern and open APIs, telephony, omnichannel interactions, voice of the client, analytics, quality administration, staff administration and continual contact core improvement.

liable for setting up optimal-in-type consumer intimacy, Devlin should be tasked with building a team of all-stars and delivering on an ingenious product roadmap. additionally, he could be a riding force behind ZOOM's enterprise and cloud strategy, go-to-market efforts and technology systems.

"ZOOM represents a big chance to apply the core product philosophies I've constructed through the years," said Devlin. "both the client-centric tradition and leadership group at ZOOM are an outstanding healthy for product management to excel and build products people love. I accept as true with that ZOOM can revolutionize how manufacturers bring on customer journey and optimize the contact middle across people, technique and know-how. i'm very excited to aid ZOOM develop at this stage in its lifecycle."

About ZOOM overseas

ZOOM international is a world staff optimization (WFO) company serving greater than 1,600 customers and 350 companions in over 90 countries everywhere. The business information calls and omnichannel communications whereas assisting contact facilities improve the client and agent experience by way of shooting, analyzing, and enhancing the quality of all interactions, whereas addressing again workplace compliance and risk. ZOOM is the business leader in customer delight, incomes a internet Promoter score (NPS) of 82+ for the previous 18 months. customers latitude from sub–a hundred agent contact facilities to a few the realm's largest agencies, equivalent to Finansbank, Cigna, Rostelecom, IBM, LEGO, and Saudi Aramco. more guidance can also be found at http://www.zoomint.com or on Twitter @zoomint.

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Nortel Networks: old Dog, New hints | killexams.com Real Questions and Pass4sure dumps

Nortel, stung by using the dramatic drop-off in telecom spending, has been sluggish off the web Protocol (IP) telephony blocks. In October 2003, as an example, the enterprise eventually released commonplace software for its IP-only Succession and legacy Meridian cellphone programs, giving valued clientele a means to migrate from the older technology to full-featured IP-primarily based methods.

but the company has secured a foothold in IP telephony mostly as a result of—like Avaya—or not it's well entrenched within the circuit-switched voice area. An estimated 50 million commercial enterprise cellphone lines are related to Nortel gadget today.

The Klein impartial school District (ISD) in Texas selected Nortel telephone systems in 2000 after evaluating offerings from Cisco and others. "We felt Nortel had a big place within the voice-communications marketplace," says Donald Chiu, the district's associate director of suggestions applied sciences. nonetheless, he notes, Nortel is an expensive option: Klein ISD spent about $three million to set up 2,500 wireless, IP-primarily based telephones to lecturers and body of workers. "For a faculty district, Nortel's pricing feels like a luxurious. but I consider voice communications is a required utility," Chiu says.

Some Nortel consumers realized IP telephony saved cash only after they started the usage of it. In 2001, the residence of Blues concert events Canada all started experimenting with voice-over-IP to connect its Nortel system in Toronto with its Vancouver workplace. The business found it reduce long-distance prices by means of up to 80%, saving round $900 ($1,200 Canadian) per month, as most calls had been between the two locations. "We save simply mind-blowing amounts of dough," says Howie Gold, manager of assistance know-how.

For John Wegener, chief information officer at St. Michael's sanatorium in Toronto, IP-enabling an current Nortel inner most branch alternate (PBX) turned into the optimum potential of adopting the new technology. "We had no rationale to alternate from Nortel," he says. In mid-2002, St. Michael's deployed a hundred and forty IP-primarily based phones, which has eradicated the prices associated with relocating them amongst workplaces. The IP models effectively plug into Ethernet- community jacks and are up and running; relocating a traditional cell requires a technician to reprogram the PBX and can soak up to two hours.

however in any other case, the IP-based telephones provide exactly the same services as the historic ones, so Wegener hasn't felt compelled to roll out new devices for the relaxation of his about 6,000 personnel. "more pressing initiatives are taking precedence," he says.

Nortel Networks8200 Dixie street,Brampton, Ontario L6T 5P6, Canada(905) 863-0000www.nortel.com/voip

Ticker: NT (NYSE)personnel: 36,960

Alex PiersonVP/accepted supervisor, business enterprise NetworksOversees voice cell programs for enterprise, including those in line with web Protocol (IP). Joined Nortel in 1980 after graduating from college with a enterprise degree.

Mark BissellDir., Product management, commercial enterprise company NetworksIn cost of building and approach for the Succession line of IP voice systems.

products

Succession three.0 is IP name-server utility that runs on committed servers in addition to Meridian 1 cellphone techniques designed for circuit-switched networks. The enterprise Communications supervisor (BCM) telephony and records networking gadget is aimed at small and midsize agencies and department places of work.

Reference assessments

Klein independent faculty DistrictDonald ChiuAssociate Dir., I.T.(832) 249-4440Project: Texas school district linked the Nortel equipment at one vicinity to its main office over a fiber-optic hyperlink, saving about $45,000 per month on regional phone prices.

St. Michael's HospitalJohn WegenerVP, CIO(416) 864-5766Project: Toronto hospital delivered IP ability to its Meridian voice system for one hundred forty telephones.

Oregon Dept. of TransportationVance L. SnookTelecommunications Coordinatorvance.l.snook@odot.state.or.usProject: company connects a Nortel mobile gadget at its leading Salem facility over IP to a Portland box office and to a Wilsonville detention center that operates a forty-inmate name middle.

Southwest TelecommuniCations CooperativeRod WregeDirectorrodwrege@mntm.orgProject: Minnesota tutorial-provider agency makes use of Nortel BCM to hyperlink voice calls amongst 5 faculty districts over IP.

Buca Inc.John MotschenbacherSenior VP, I.T. and purchasing(612) 288-2382Project: Italian restaurant chain makes use of Nortel's BCM to route phone calls placed to 104 eateries to a vital reservations call center over IP connections.

residence of Blues live shows CanadaHowie GoldManager of I.T.(416) 260-5700Project: live performance promoter sends calls between its Vancouver and Toronto places of work with Nortel's BCM, slicing lengthy- distance expenses.

Executives listed here are all users of Nortel Networks' products/services. Their willingness to talk has been demonstrated through Baseline.


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Contact Center Manager RIs.6.0 Technical Support

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Calabrio rolls out new version of customer interaction software, pushing beyond call centers | killexams.com real questions and Pass4sure dumps

Calabrio Inc., a Minneapolis-based maker of customer service software, has introduced a new version of its main product that executives believe will accelerate its reach beyond corporate call centers.

The closely held company has been growing quickly over the last two years, more than doubling its revenue since the New York investment firm KKR took a controlling stake in August 2016, executives say. Its approximately 350 employees will move into a new office in the North Loop this fall.

Behind the growth is an expansion in the capabilities of the software tools Calabrio and other firms provide for businesses to offer support to consumers over the phone or via electronic chats and other means.


Talkdesk chosen to support Adore Me customer service growth and brand expansion | killexams.com real questions and Pass4sure dumps

SAN FRANCISCO, March 26, Mar 26, 2019 (GLOBE NEWSWIRE via COMTEX) -- SAN FRANCISCO, March 26, 2019 (GLOBE NEWSWIRE) -- Talkdesk, the cloud contact center for innovative enterprises, today announced Adore Me, the disruptive lingerie startup creating fast-fashion, affordable, inclusive intimates, selected Talkdesk to expand its customer service operations. Adore Me chose Talkdesk Enterprise Cloud Contact Center for its well-known ability to easily scale and quickly add agents. With plans to double seat count in two existing Philippines contact centers over the next 12 months, and transition from being an online-only retailer to expanding into brick-and-mortar with over 300 stores opening the next five years, Talkdesk was the clear choice to support Adore Me's brand growth.

"The flexibility and power to scale services up and down as business needs change is a core component of Talkdesk and exclusive to our cloud-native architecture," said Tiago Paiva, chief executive officer, Talkdesk. "Talkdesk offers customer service organizations a simple and easy path to customize their contact center using clicks, not code, and instantly bring new agents online, including remote agents in any location, to seamlessly meet their customers' expectations."

In its search for a new contact center solution, Adore Me placed a premium on system flexibility, ease of use, ability to customize, CRM integration, robust reporting and agent monitoring functionality. Talkdesk offers Adore Me the scalability to add agents as needed, including stand-by agents in remote locations. Adore Me faces significant seasonal inbound traffic spikes, and the ability to view real-time reporting and react instantly by activating new agents was a key differentiator for Talkdesk.

"The speed and rapid pace of innovation, and the company's dedication to it, was something that stood out with Talkdesk during our evaluations," said Roxana Gulea, Customer Engagement Manager at Adore Me. "Talkdesk's strong reputation for placing a high value on customer input, and quickly implementing that input into its solution through added features and capabilities, showed that Talkdesk would be a long-term partner for Adore Me and help set us apart through outstanding customer service."

Seamless integration with its existing CRM through Talkdesk for Zendesk will improve overall efficiency for Adore Me contact centers with time-saving automations, including ticket creation, data updates and customer information screen pops for agents. For visibility into agent activity and customer satisfaction, Talkdesk Quality Management provides Adore Me the business intelligence needed to ensure agents are engaging in quality interactions and providing an optimal customer experience through voice analytics and customer sentiment analysis.

Additional Information

  • Connect with 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.

    Gavin Gustafson Talkdesk 801-560-0073 gavin.gustafson@talkdesk.com Chad Torbin Speakeasy Strategies (415) 548-6535 chad@speakeasystrategies.com

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


    Senior Program Manager- Customer Service Delivery | killexams.com real questions and Pass4sure dumps

    Due to exciting growth and recent promotions with Barclays US Colleague Experience team, a new Program Manager for Barclays Universal Banker Program, has recently been opened in Henderson, NV. We are currently seeking individuals who can serve as strategic partners within the business and will be responsible for owning and overseeing a new initiative that will change how our bankers and customer service agents deliver service to our customers.

    Sr. Program Manager - Customer Service DeliveryHenderson, NV or Whippany, NJ

    What will you be doing?Your main responsibility will be overseeing the Universal Banker program and coordinating movement of the program with each of the key stakeholders and work stream leads, both on a strategic/technical perspective as well as the tactical/people perspective.

    What we’re looking for:•Bachelor’s degree or certification in project manager or program management•5 + years' management experience, project/program management experience

    Skills that will help you in the role:•Knowledge of operations•Experience in Project and Program Management•Flexible and adaptable to a fast paced changing business•Able to co-ordinate and prioritize activities•Self-disciplined and motivated•Able to think analytically, analyze data and extract key messages•Ability to learn new concepts quickly•Work with key stakeholders in high risk situations

    Where will you be working?Barclays Services, Henderson, NVFully Operational Customer Contact center, where the best meet to build careers full of scope, variety, and reward. Supporting the banking and financial solutions of today’s demands, answering tomorrow’s questions, and redefining the future of customer support in finance.

    Interested and want to know more about Barclays? Visit home.barclays/who-we-are/ for more details.

    Our ValuesEverything we do is shaped by the five values of Respect, Integrity, Service, Excellence and Stewardship. Our values inform the foundations of our relationships with customers and clients, but they also shape how we measure and reward the performance of our colleagues. Simply put, success is not just about what you achieve, but about how you achieve it.

    Our DiversityWe aim to foster a culture where individuals of all backgrounds feel confident in bringing their whole selves to work, feel included and their talents are nurtured, empowering them to contribute fully to our vision and goals. It is the policy of Barclays to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, creed, religion, national origin, alienage or citizenship status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law.

    Our Benefits

    Our customers are unique. The same goes for our colleagues. That's why at Barclays we offer a range of benefits, allowing every colleague to choose the best options for their personal circumstances. These include a competitive salary and pension, health care and all the tools, technology and support to help you become the very best you can be. We are proud of our dynamic working options for colleagues. If you have a need for flexibility, then please discuss this with us.



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