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Avaya's unencumber nowadays of a brand new midmarket contact center product, an replace to its analytics providing, and its entrance into the team of workers optimization (WFO) market have been indicators that the enterprise is following through on its pledge to take full capabilities of its Nortel acquisition, in line with analysts.
"they're delivering on their guarantees to deliver the Avaya Nortel traces together," stated Drew Kraus, vp with Stamford, Conn.-based Gartner Inc. "Some pretty crucial guarantees were made to two relatively massive put in bases, and it seems like they are following via."
Avaya nowadays provided details of the Avaya air of mystery Contact center, a multimedia utility centered at midsized contact facilities. The utility connects client provider agents to shoppers by way of any communications mode -- voice, video, electronic mail, or internet chat. Avaya pegs a midsized contact middle at around 1,000 brokers.
The utility makes use of open Session Initiation Protocol (SIP) communications to enhance the efficiency of interactions. As clients begin to speak with business through an ever-increasing variety of channels, organizations must no longer handiest serve those channels but deliver a constant experience throughout them, in accordance with Jorge Blanco, vice chairman of marketing for Avaya's contact middle enterprise.
"The foremost enterprise challenge we should assist customers clear up is conclusion-to-conclusion experience management," Blanco mentioned. "We deserve to join the dots between all the layers that might create that moment of actuality and, optimistically, pride."
The Avaya air of secrecy Contact center is an outstanding delivery, in keeping with Sheila McGee-Smith, president and foremost analyst of McGee-Smith Analytics, a contact center consultancy.
"From a contact center point of view, I do not think any person might say that Avaya hasn't performed its foremost to combine the better of each [Avaya and Nortel] with the present portfolio," McGee-Smith wrote in an email interview. "Avaya air of mystery Contact core takes the multimedia capacity (amongst other attributes) from Nortel and over time will add the huge scaling of Avaya call core Elite. similarly, with Avaya Voice Portal, facets of Nortel's self and assisted service advent ambiance will now be relevant to Avaya platforms."
Avaya also up to date its name middle Elite 6.0 name routing software and IQ 5.1, its analytics product, which makes it possible for for stronger means of 900 simultaneous users.
With contemporary announcement, Avaya is additionally getting into the WFO market. earlier, the company had relied on partners like high-quality and Verint to give facets corresponding to name monitoring and staff management. The WFO suite includes call recording, first-rate monitoring and staff administration. Avaya should be adding speech analytics in November and remarks administration capabilities next yr, Blanco mentioned, and may continue to associate with Verint and exceptional.
"For customers operating Witness (owned with the aid of Verint), here's often decent information," McGee-Smith wrote. "Avaya WFO is a tightly integrated white label of the Verint suite of applications. The tighter integrations suggest ultimately a single reporting utility (Avaya performance core) for purchasers to use to discover all their agent advice. For clients of exceptional, Avaya will proceed to resell that utility, but it will lack the brand new integration Avaya WFO offers."
It also provides a chance for internet new consumers, in accordance with Gartner's Kraus.
"From an Avaya standpoint, they get that new revenue," he stated. "From a customer standpoint, they respect being in a position to go back to one dealer for the 'one throat to choke' but also for someone who is familiar with the context of what they are doing and why they're doing it."
all of the items might be purchasable with the aid of July 20, apart from the Avaya air of secrecy Contact middle, which might be accessible July 30.
For clients which have been ready to listen to from Avaya about its plans, latest free up could sign the time to start improvements, Kraus noted.
"there's a lot of each Avaya and Nortel purchasers who had heard these guarantees but were very skeptical or simply worried they'd be in a position to convey," he mentioned. He counseled those consumers to "look on the particular person items that are coming out now for what's going to improvement you in the close term. for a lot of, it makes sense to flow to the more moderen products ahead of later."
December 8, 1998Web posted at: 5:15
by using Jim DuffyFrom...
ST. PETERSBURG, Florida (IDG) -- it be the holiday browsing season once again, and with it comes a flood of calls to domestic looking community.
This yr, the retailer is capable for those calls, because of an early Christmas existing to itself: a high-speed, absolutely redundant Layer 3 switched Ethernet network connecting six virtual LANs.
the new network is part of a $5.5 million overhaul of the business's call core. The revamped name center is geared to handle more calls, pace customer response and generate greater earnings. home shopping network put in the network late in the summer, in time for the break rush.
"here is our busy season - the first of October to the conclusion of January," says Roderick White, vice president of telecommunications. "We're truly focused on conserving the company up and working, and making sure that we do not lose a call."
dropping calls became a problem with the business's historic community, a shared-media routed FDDI backbone with direct terminal connections to a Unisys mainframe. A hiccup in some far flung a part of that community would be broadcast across the total web, slowing performance, call response and order fulfillment. That cost the company cash.
"We wanted to steer clear of problems similar to having one chattering network interface card take our entire community down," referred to Joseph Piplica, director of community engineering at the company. "That happened on a couple of activities."
With switched VLANs, the company additionally desired to include broadcast storms and retain them from affecting the total name middle community, Piplica says.
With these concerns in mind, the business solicited bids from essential internetworking companies. 3Com turned into selected over Cisco, Bay Networks and Cabletron, which become home looking network's incumbent vendor.
Bay was eliminated early as a result of White knew the business become "on the block." Bay changed into received by using Nortel Networks in June. Cabletron changed into the next to get bumped because it become having financial difficulties, and White become worried about the company's sturdiness. "Are you inclined to wager your business's route on them for five years? i am not," White says.
That left 3Com and Cisco. Cisco pitched its Catalyst 5500 swap with the Route change Module. but 3Com "beat the dickens out of Cisco on fee and functionality," White says.
The enterprise's new call core network is in keeping with 48 3Com SuperStack 1100 switches, two SuperStack 3900s, a CoreBuilder 9000 and a CoreBuilder 3500 Layer three change.
up to 1,200 name center agent workstations are linked to the 1100s by the use of redundant switched 10M bit/sec hyperlinks. The 1100s are related to the CoreBuilder 9000 spine change over redundant 100M bit/sec fast Ethernet pipes.
home searching network's server farm is connected to the 3900s over 10/100M bit/sec links, and the 3900s are related lower back to the CoreBuilder 9000 over fast Ethernet. pcs and servers are configured into six VLANs in accordance with earnings geography, and the CoreBuilder 3500 routes among those VLANs over a Gigabit Ethernet hyperlink to the 9000 swap.
When a call comes into domestic searching community, an agent types within the order and fee tips on a pc. The web transports this records to a windows NT server, which authenticates the agent and lets him entry a Unisys order processing mainframe.
The order statistics is then routed to a database on the mainframe, which approves the payment method and tactics the sale.
The enterprise's community handles an ordinary of 160,000 calls per day. On its heaviest day in September, it had 941,000 calls.
"We had to design a network and a gadget with the intention to deal with that type of a load in 24 hours," White says. The business did that with the brand new 3Com network. "We want to reply each call inside 25 seconds," he says.
by using increasing response time, the community will increase domestic browsing network's bottom line, he says. slicing one 2d off of the commonplace address time of each name is price $50,000, and the brand new internet is reducing the usual name address time with the aid of more than 15%. "that's enormous," White says. "What I care about is response time to the laptop as a result of that half a 2d is essential to me."
Jim Duffy is a Senior Editor at community World.
NORTH POLE — the entire preparations are in place for Santa’s experience world wide on Christmas evening. Now which you can music his development as he can provide toys to girls and boys in every single place. simply click the SANTA RADAR.
greater than six decades ago, a local Sears keep in Colorado Springs ran a dial Santa advert. except the quantity turned into a misprint. as an alternative of record the quantity for Sears’ Santa hotline, it posted the quantity for the Continental Air defense Command middle.
On Christmas Eve 1955, Colonel Harry Shoup begun receiving calls from kids asking to talk with Santa Claus. Shoup worked at the operations department for the air defense center, now called NORAD, so the name ought to have come as slightly of a shock.
as a substitute of telling the children that they dialed the inaccurate number, Shoup said that he wasn’t Santa Claus but he could tune him on radar. All evening, Shoup and his team fielded calls, giving youngsters details about Santa’s place as he and his reindeer flew during the sky to deliver gifts to little ones.
a convention was born, and NORAD has unfolded its cell strains for its annual Santa Tracker ever in view that. last 12 months, a whole bunch of volunteers, together with many NORAD personnel and Michelle Obama, fielded 135,000 calls from 234 countries. That’s 40 calls per volunteer per hour.
The customary name middle become set up via AT&T, which had already served as NORAD’s telecommunications provider. AT&T at last spun off Nortel, which later spun off Avaya — the enterprise that now helps manipulate NORAD’s crazy call extent on Christmas Eve.
“The Santa Tracker makes use of the same technology that’s powering the government’s important techniques,” observed Susan Keys, head of Avaya govt solutions. “Of direction, it’s more subtle tech these days than it became 60 years ago.”
NORAD now also operates a website and social media feeds where youngsters can song Santa. It partnered this year with Microsoft to boost a unique Christmas coloring e-book for americans the use of Microsoft’s aspect browser.
The protection middle tells children that it uses all of its colossal know-how to song Santa’s actions worldwide.
“Our constellation of defense satellites “uses infrared tracking to retain pinpoint accuracy on the warmth signature from Rudolph’s nose,” NORAD says in its promotional materials. “ground based radar monitoring websites relay international positioning updates to our elite fighter pilots, who often escort Santa’s sleigh through tough climate.”
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AI (Artificial Intelligence) is undoubtedly a buzzword that’s been around for a while. From the early days of science fiction and Stanley Kubrick’s groundbreaking 2001: A Space Odyssey to the more recent chess match between Deep Blue and Kasparov, AI has long captured our imaginations.
As technology continues to advance, companies are coming to realize that many benefits can be accrued from employing it. Tech industry giants like Microsoft, Google and Amazon, as well as smaller companies of all types, are already devoting resources and time to develop AI for the future. Unsurprisingly, the enthusiasm of AI has spilled over to customer experience (CX) in the hope of improving call center efficiency. However, there are still a lot of questions about what AI can actually do, its limitations and its downsides.
This uncertainty has generated myths about AI, such as the popular thinking that AI will replace call center agents or equally popular, that AI will solve all CX problems. It’s therefore essential to analyze ‘what’s out there’ in customer service AI and adjust our expectations accordingly.How AI can be Used in the Contact Center
AI has some viable uses in the contact center sphere that managers can employ to improve their CX and the efficiency of call centers. Out of these benefits, two concrete benefits of AI in the contact center stand out.
First, customers can receive accurate information instantly from self-service AI, and they don’t have to call the support center and wait on hold. Second, call center agents have access to a sea of information and can sort out complicated issues that cannot be solved by self-service functionality.
Here are some more ways AI can be used in the call center.1. Capturing Customer Data
Chatbots and voice AI agents can capture data from customer interactions and feed it into analytics software. This doesn’t mean that human agents will be out of work, since 90% of customers affirm that there needs to be the option to talk to a live agent from the call center.
Massive sets of captured data can, for instance, undergo analysis with AI technology to discover trends such as dissatisfaction with service. This can be accomplished much more efficiently than with the use of live human agents.2. Accurately Predicting Customer Behavior
Apart from behavioral trends as discussed above, AI can also predict new market trends using the same tools that capture customer interactions. CX managers can then get ahead of new customer expectations to anticipate their needs and increase customer retention.
Getting ahead of new trends is equally useful in strategic planning, where companies can plan best practices to deal with future issues.3. Advancing Customer Service
AI has immense potential to improve CX and the efficiency of contact centers starting with the day-to-day activities. Handling routine user requests and trivial problem solving is a mainstay of AI. However, AI needs an effective knowledge management backbone and natural language processing to allow it to handle inquiries like a human call center agent.
To achieve this, the AI system has to be fully integrated and fed enough data to allow it to be well-trained to respond appropriately to inquiries.4. Identifying and Switching Calls
During customer calls, AI can be used to determine the nature of an incoming call and pass it to a different channel. This can include routing a call to a customer care agent or a chatbot.
AI systems can be installed on the agent desktops to access the user’s background information, allowing inbound customer calls to be handled quickly. In the future, we can expect AI to be heavily relied on to manage customer interactions for more efficient customer experiences.The Maturity of Current AI in the Contact Center Space
At this point, AI is still a young technology, and some people are not familiar with how it works.
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True AI uses machine learning to analyze large sets of data, and natural language processing (NLP) to understand and interpret speech.
NLP is used in chatbots to understand customer requests and “talk back” to provide a solution or transfer the call to an agent. The rapid adoption of chatbots – their use is expected to jump by 1000% by 2020 – has caused some concern in the customer service sector, where many are worried it will replace call center agents.
The truth is that chatbots are currently only capable of resolving routine and straightforward questions and issues. Chatbots will save a lot of time by handling these routine requests, leaving call center reps free to deal with more complex issues. In fact, 72% of CX experts and professionals agree that human agents have a stronger impact when AI chatbots handle routine work. In the same group, 79% are of the opinion that taking over complex requests sharpens the agents’ skills.
Companies who want to achieve the maximum potential of their human resources can do so through realizing that using AI has multiple benefits.
It helps to elevate the skills of the call center team and simultaneously allows them to focus on more critical issues that generate income. Cost savings are another advantage since less time is spent by humans on trivial tasks, meaning more productive hours and less telephone traffic.Customer-Facing or Agent-Facing?
Before choosing an AI solution, you have to select the most compatible and effective option for you, having undertaken a careful analysis of where AI complements and enhances your existing customer experience strategy.
A customer-facing AI solution, for example, a chatbot, can build your brand image by engaging customers on live chat, or even through messaging apps. Since the dawn of social media, companies have marveled at how much time is spent on messaging apps, and many companies have started tapping into this. Facebook Messenger, for instance, has more than 100,000 chatbots in operation, and more are being added by the day. Customer facing chatbots will not only engage customers but can perform other tasks like anticipating customer needs, learning from interactions, interpreting common trends and preferences, pushing message alerts and informing customers about new offers or promotions. Using a customer-facing tool benefits the company by maximizing on data collection, interpretation and time-saving. Customers also benefit at the same time from a superior, effortless customer experience – a great example is the “TacoBot” from Taco Bell – since they expend minimal effort in transactions or queries.
On the side of contact center agents, there are multiple reasons to implement an AI solution. Customer expectations have been on the rise and customers now expect the agent to know who they are, their past transactions and history with the company. Agent-facing AI can kick in to supply the agent with the customer’s profile and details of their historical interactions with the company. If for instance, the customer has never called before, it can be marked as a high priority situation and the call can be prioritized to give the customer a pleasant experience. With the customer profile readily available, the customer won’t have to repeat information since their history with the issue can be traced. For complex queries, AI systems can route or transfer calls to the relevant agents who can quickly solve the problem without consulting with other agents. Therefore, the call center agents can meet their key performance indicators (KPIs) and become more efficient and high performing.The Future of AI in the Contact Center Space
Contrary to popular opinion, AI is not a silver bullet; it is only a means to an end. Managers should adjust their expectations and realize that human call center agents will still be a vital part of the customer experience. What managers can expect is for the AI to handle simple tasks quickly and efficiently while at the same time collecting data for future projects.
Regarding the future of AI in customer experience, it’s important to remember that AIs, unlike human agents, are scalable. If your contact volume increases, a chatbot can easily meet the demand, while the only solution for human agents is to hire more of them. This is important to note, since we are witnessing an upward trend in the number of calls that customer support centers are receiving.Knowledge Management
Your AI system will be an expensive purchase if there isn’t any knowledge management system to back it. Most customers’ main complaint is that their queries aren’t well understood; knowledge management analyzes big data to piece together customer queries and produce effective solutions. Apart from this major benefit, knowledge management has more potential benefits, like achieving greater consistency in resolving queries. First call resolutions will skyrocket when knowledge management systems are introduced to back chatbots or other AI variations. A knowledge management system will also assist the company to understand the user’s needs and anticipate solutions for the future, hence dramatically improving the user experience.
For proponents of the effortless experience, knowledge management tools are a major boost. This is because as the knowledge base grows over time, questions can be answered more quickly and with higher accuracy for a positive customer experience. Finally, a knowledge management system saves the company training costs. Call centers are notorious for high employee turnover, and many companies spend thousands on training employees who simply do not pass their probation period. A knowledge management system cuts out the need for intensive training for new agents and fewer losses are incurred when employees decide to leave.
In conclusion, AI has massive potential but only as a tool to bridge the communication gap between customers and the company, and not necessarily managing the whole customer service department.
Originally published here.Author: Kaye Chapman
Kaye Chapman is the Learning & Development Manager at Comm100, a global provider of AI-powered digital customer conversation software. She has a wealth of experience working alongside contact centers, improving processes and delivering engaging, effective and fun learning and development solutions. Connect with her on LinkedIn.… View full profile ›
Take in the price of Finnish tomatoes with me. In winter, when there’s more darkness than daylight, a kilo of tomatoes costs almost €4 ($4.50) in Tampere, a city of 300,000 in southern Finland. “Finnish vegetables are really expensive,” Lauri Vuohensilta explains. “Because fucking cold.” Lauri and his wife, Anni, have a lifestyle series on YouTube. In this tomato-centric video, they wander through a chain supermarket doing their weekly shopping. Vegetables from other countries are available and cheaper, but imported produce spends two weeks in shipping. So the Vuohensiltas are splurging on local.
The video is, it must be said, so mundane. It is also has tens of thousands of views and is part of a growing subgenre of YouTube supermarket tours. It’s like that bad joke about modern art: You could have done that—yeah, but you didn’t.
Supermarket tours aren’t trying to inspire envy in you, and there’s genuine relief in that. These days, for every unattainable Instagram post, there is a decidedly unaspirational opposite. Alongside the Kardashian clan, you can find people going the dentist or giving their dog a bath, ASMR videos of people brushing their teeth, livestreams of strangers eating dinner on Twitch. Boring Instagram is big: Accounts full of photos of bodega cats, coffee shops, or everyday life—biking, commuting, going to the beach—in North Korea have hundreds of thousands of followers. Compared to other things you can find on Instagram, like foul-mouthed 9-year-olds kicking $400,000 Rolls Royces, these normcore accounts are amateurish and should be deathly dull. Lil Tay shrieks, @onionringsworldwide murmurs. The internet runs on the can’t-look-away attention economy, but it’s also home to regular people inviting you into their regular-people lives. And in a weird Bob Ross kind of way, the boring stuff is sometimes the best part.
Boring should not be best. Being boring is a social media sin: Guides to avoid this road to irrelevance abound. (Whenever Facebook rewinds to reveal what I used to post in high school, back when social media norms were in their infancy, I cringe. Pictures of Converse sneakers and gripes about calculus homework are not what today’s marketers call “quality content.”) We routinely shame people for posting too many baby pictures, too many selfies, too many food photos, even too many dog pictures, all for the same reasons: They’re so overdone and vaguely dishonest that they’re boring—and we, those who curate for maximum sparkle, who bury the desire to share monotonies, resent them for boring us. Dance, monkey, dance, but not too much or too often. That’s gauche.Related Stories
Emma Grey Ellis
By prevailing social logic, Casey Neistat, whose vlogs of skateboard commuting and fire escape climbing are so often imitated they’re almost cliche, should not be a millionaire. Sharing humdrum daily happenings is odd and socially risky—but social psychology suggests that’s why you might like an endearingly ordinary post when you encounter it. Something like 95 percent of photos on the internet are posed, says Alix Barasch, who teaches marketing at NYU. He’s found that people almost always prefer the other 5 percent—the candids—and come away with a more positive impression of candid photos’ subjects. Barasch’s research suggests that getting glimpses into another person’s genuine nature makes the viewer feel more connected and even makes the subject “more appealing as a mate.” Checks out, right? The celebrities most often praised for their social media prowess are the rawest: Cardi B is not posing. Even controversial comedian Amy Schumer scored favorable coverage after posting revealing, unbeautiful photos of her difficult pregnancy.
When they’re candid (or, at least, not edited to a high-polished sheen), the photos that should be cringey or dull are the ones that make us feel good. According to Ting Zhang, an assistant professor at Harvard Business School who studies how people engage in reflection, that’s true even if you take everyday snapshots of your life yourself and don’t share them with anyone. “My research shows that while pictures of extraordinary moments, like weddings, are still extraordinary, it’s the mundane ones that increase in value,” Zhang says. “Our contexts change. Children grow up. We are overconfident in our memories. Even two weeks from now, you won’t remember what really happened today.” There’s lots of warm and fuzzy in life’s B-roll. Used properly, social media can deliver that warmth to others—and provide an antidote to the ever-expanding envy industry of which you are almost certainly part.
Social media has made salespeople of us all—even if you are only “selling you” (blech)—which might be what makes mundanity so taboo-yet-refreshing. People have always been interested in the intimate details of the lives of strangers, but everyday calm isn’t a big earner. Before the internet, you might only find it on nonprofit channels like PBS: “Bob Ross is OG mundane entertainment,” says Aymar Jean Christian, who studies television and new media at Northwestern. (OG yet trendy: The Joy of Painting star has found a new generation of fans on the internet. Ross’s soothing art lessons have been livestreamed, used for YouTube challenges, and adapted into makeup tutorials.) Boring Instagram and YouTube do not smell of capitalism. The accounts are more like odd art projects or Saturday morning television—#notsponsored, not screaming for your attention.
Barsach thinks everyone’s social media anxiety would likely improve if only we posted realer, more mundane photos. She might be right: Among supermodels on jet skis, 19-year-olds wearing Gucci that costs more than your car, and perennial brunchers sipping bottomless bellinis, Finnish supermarkets and people brushing their hair are hyperreality checks. Aspirational social media is constantly begging you to unmoor yourself from the everyday and literally buy into a filtered, curated reality you can’t have. Nobody’s trying to go viral or win over brands with their relatable laundry post, but we love them all the same. Beautifully boring posts, as Bob Ross would say, are the attention economy’s happy—and necessary—little accidents.More Great WIRED Stories
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