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920-166 - Contact Center Multimedia Ris.6.0 - Dump Information

Vendor : Nortel
Exam Code : 920-166
Exam Name : Contact Center Multimedia Ris.6.0
Questions and Answers : 62 Q & A
Updated On : April 19, 2019
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920-166 Questions and Answers

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920-166 Contact Center Multimedia Ris.6.0

Study Guide Prepared by Killexams.com Nortel Dumps Experts

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920-166 exam Dumps Source : Contact Center Multimedia Ris.6.0

Test Code : 920-166
Test Name : Contact Center Multimedia Ris.6.0
Vendor Name : Nortel
Q&A : 62 Real Questions

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Nortel Contact Center Multimedia Ris.6.0

NORAD's Santa Tracker started with a typo 60 years ago | killexams.com Real Questions and Pass4sure dumps

sometimes a simple typo can result in a Christmas miracle.

Sixty years ago, a native Sears store in Colorado Springs ran a dial Santa ad. except the number was a misprint. as an alternative of record the quantity for Sears' Santa hotline, it posted the quantity for the Continental Air protection Command center.

On Christmas Eve 1955, Colonel Harry Shoup all started receiving calls from youngsters asking to communicate with Santa Claus. Shoup worked on the operations department for the air protection center, now referred to as NORAD, so the name must have come as slightly of a surprise.

as an alternative of telling the children that they dialed the inaccurate quantity, Shoup noted that he wasn't Santa Claus but he might track him on radar. All nighttime, Shoup and his team fielded calls, giving kids details about Santa's place as he and his reindeer flew in the course of the sky to carry gifts to little ones.

a convention changed into born, and NORAD has opened up its telephone traces for its annual Santa Tracker ever due to the fact that. final year, a whole lot of volunteers, together with many NORAD personnel and Michelle Obama, fielded one hundred thirty five,000 calls from 234 international locations. it truly is 40 calls per volunteer per hour.

The usual name core become deploy via AT&T, which had already served as NORAD's telecommunications issuer. AT&T finally spun off Nortel, which later spun off Avaya -- the enterprise that now helps manipulate NORAD's crazy name quantity on Christmas Eve.

"The Santa Tracker makes use of the equal know-how it is powering the executive's essential techniques," said Susan Keys, head of Avaya govt solutions. "Of path, it's more refined tech today than it turned into 60 years ago."

NORAD now additionally operates a site and social media feeds where youngsters can song Santa. It partnered this year with Microsoft to increase a special Christmas coloring book for people using Microsoft's side browser.

The defense middle tells youngsters that it uses all of its monstrous expertise to track Santa's actions around the globe.

"Our constellation of protection satellites "uses infrared monitoring to retain pinpoint accuracy on the warmth signature from Rudolph's nose," NORAD says in its promotional substances. "ground based radar tracking sites relay world positioning updates to our elite fighter pilots, who often escort Santa's sleigh via tough climate."

Copyright 2015 Cable news network/Turner Broadcasting system, Inc. All rights reserved. This material might also now not be published, broadcast, rewritten, or redistributed.


Nortel brings IVR to midsize call facilities | killexams.com Real Questions and Pass4sure dumps

Nortel this week announced an interactive voice response (IVR) server that might support midsize organisations set up client carrier facets found in the greatest name centers.

The Media Processing Server (MPS) 500 might help groups add a self-provider IVR equipment to their client service offerings, allowing purchasers to access counsel, place orders or make alterations to statistics via speech instructions over the cell. 

The server would take a seat in front of a call core PBX or automated name distributor (ACD) and tie into again-conclusion customer relationship management (CRM) methods or different databases. This could permit callers to maneuver via automated voice prompts and menus with speech instructions, as an alternative of pushing telephone dial pad buttons.

Voice instructions may well be used to handle a big selection of client service calls, reminiscent of confirming the shipment of an ordered product, verifying airline flight advice, or different transactions.

The MPS 500 additionally helps Voice XML, an emerging expertise for making web-based facts available via speech instructions.

The MPS 500 is the smaller cousin of Nortel’s larger MPS one thousand for huge records centers and service providers. The platform works with Nortel PBXs and ACDs, in addition to non-Nortel telephony equipment.

The MPS 500 could be attainable in September. Pricing has no longer been launched.

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the place on the planet is Santa Claus? assess NORAD’s Santa Radar 🎅 | killexams.com Real Questions and Pass4sure dumps

× the place on the planet is Santa Claus? verify NORAD’s Santa Radar 🎅

NORTH POLE — the entire preparations are in location for Santa’s adventure world wide on Christmas evening. Now you could track his development as he promises toys to girls and boys in all places. simply click on the SANTA RADAR.

greater than six many years ago, a native Sears keep in Colorado Springs ran a dial Santa advert. apart from the quantity was a misprint. instead of listing the quantity for Sears’ Santa hotline, it posted the quantity for the Continental Air defense Command center.

On Christmas Eve 1955, Colonel Harry Shoup started receiving calls from children asking to communicate with Santa Claus. Shoup labored at the operations branch for the air defense core, now known as NORAD, so the call have to have come as slightly of a shock.

in its place of telling the kids that they dialed the wrong number, Shoup observed that he wasn’t Santa Claus however he could song him on radar. All night, Shoup and his group fielded calls, giving kids details about Santa’s region as he and his reindeer flew through the sky to deliver gifts to babies.

a practice changed into born, and NORAD has spread out its phone traces for its annual Santa Tracker ever due to the fact that. remaining yr, tons of of volunteers, together with many NORAD employees and Michelle Obama, fielded a hundred thirty five,000 calls from 234 nations. That’s 40 calls per volunteer per hour.

The usual call center become deploy through AT&T, which had already served as NORAD’s telecommunications company. AT&T eventually spun off Nortel, which later spun off Avaya — the business that now helps manage NORAD’s loopy name volume on Christmas Eve.

“The Santa Tracker uses the same expertise that’s powering the govt’s vital systems,” referred to Susan Keys, head of Avaya govt solutions. “Of route, it’s greater refined tech these days than it turned into 60 years in the past.”

NORAD now also operates a site and social media feeds the place kids can music Santa. It partnered this yr with Microsoft to strengthen a special Christmas coloring ebook for individuals the usage of Microsoft’s edge browser.

The protection middle tells kids that it uses all of its titanic know-how to music Santa’s actions worldwide.

“Our constellation of defense satellites “makes use of infrared monitoring to keep pinpoint accuracy on the heat signature from Rudolph’s nostril,” NORAD says in its promotional materials. “floor based radar monitoring websites relay international positioning updates to our elite fighter pilots, who commonly escort Santa’s sleigh through tough climate.”


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Contact Center Multimedia Ris.6.0

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Call Centers Return To The U.S. -- More Companies Get The Link Between Customer Service And Profit | killexams.com real questions and Pass4sure dumps

You’ve got a problem with a bill, a reservation, a defective product. The company’s website doesn’t help, so you call the toll-free number to try to sort it out. After the usual “Please listen carefully because our menu has changed,” and the “press 1,2,3,4,5…” dance, you finally get someone and immediately realize that the person you’re speaking to is in the Philippines or India. Your heart sinks, along with your hope that you can resolve your issue. No matter how well the customer service agent speaks English, there is the fear that you’re going to deal with someone who you don’t fully understand and who may not understand you.

This kind of reaction is not about nativism or America first, it is about distance, real and psychological. In the days of the local store, storekeepers and their customers knew each other. As commerce and modern transport evolved, customers got used to dealing with chain stores and large companies with thousands of employees. But even so, before the advent of off shore call centers (aka contact centers) in the 1990s, if you called Verizon or AT&T or an airline, you reached someone who was close to home or at least sounded like it. If you were calling from Virginia and the person you spoke with was in Texas, often he or she would ask you about the weather where you are and you chatted for a few seconds or more; it wasn’t a real relationship of course, but still there was something “relational” about it.

Once technology made it cheap to move phone calls anywhere on earth, big companies and even your local water or electricity utility dropped their U.S. customer service agents in favor of outsourcing to companies that manage call centers on behalf of multiple companies. Now the person you spoke with was not only distant physically and culturally, but distant from the very company you were trying to deal with.  

The underlying message was that the company you buy from doesn’t care enough to invest much in responding to you. After all, call centers arose because companies wanted to  lower their costs – the purpose of the outsourced call center was to benefit the company, not its customers. This cost-driven view is still prevalent. According to the research director for the National Association of Call Centers, five percent of companies surveyed said they are totally cost-driven and forty percent said they are “primarily” cost-driven but occasionally pay attention to better customer service. In short almost half of the U.S. companies surveyed still haven’t quite figured out that to be totally cost-driven may be a strategic mistake. And a 2018 survey of 750 customer service leaders (see the Liveops Call Center Industry Report, 2018) classified 23% as having “undisciplined process and reactive approaches,” and another 46% as companies where only “some steps have been taken towards upgrading the customer experience.” Customer service call centers are still not universally seen as a potential generator of profits rather than costs.

Yet such a view should be self-evident given the size and age of the call center industry. There are tens of thousands of call centers around the world involving millions of jobs. In India there are over 250,000 call center jobs in Bangalore alone; in the Philippines there are over 700,000 such jobs. In states like Florida, Arizona and Texas call centers are big employers; Texas alone has over 600 call centers with 250,000 employees. There are also industry associations like Contact Center World (contactcenterworld.com), founded in 1999, and the National Association of Call Centers. In short by now this ought to be an industry that embraces the link between optimal customer service and company profit.  

Fortunately, there is evidence that this is happening. In the last five years the trend to outsourced overseas call centers has begun to reverse. It seems companies are listening to the growing dissatisfaction of customers who do not want to talk to someone 10,000 miles away. Firms that face competition, and especially on big ticket items like business class airline tickets, are either moving their customer service call centers back to the U.S. or allowing customers who request to talk with a U.S. based agent to do so. And companies are willing to pay U.S. call center employees reasonably well. According the Occupational Outlook Handbook of the Bureau of Labor Statistics, the 2017 median pay for customer service representatives was $32,890 for people with only a high school diploma. In a low-cost-of-living area of the U.S. this would mean that a couple working in a call center and making close to $66,000 per year would be able to buy a house.

The great recession of 2008-09 was the trigger than began to change companies’ thinking about call centers. The recession’s hit to their profits happened to occur around the time of another major change - the growing ubiquity of the smart phone, which contributed to a rise in customer expectations and an exponential growth in customers’ capacity to make their dissatisfactions known through social media. And now companies are learning to mine call center data with customer satisfaction in mind. Since most calls are recorded, computer analytics make scoring customer sentiments more sophisticated, enabling them to pick up and count phrases like “I’m not happy with this,” “I’m annoyed,” “I’m not going to do business with you anymore,” etc.

But there remains an important blind spot: Some percentage of customers will not say what they feel. They’ll simply walk away. There is as yet no way to know how many people do that or what exactly turned them off.  The only sensible way to mitigate that blind spot risk is to provide optimal customer service; to adopt a philosophy that says “we’ll do whatever it takes to make you happy.”

Ironically, such an approach brings us back around to the days of the great merchants of a century ago, when people like Chicago’s Marshall Field coined the phrase "give the lady what she wants."  Low prices, Mr. Field believed, “…could not do the trick alone. Nor could goods of the highest quality. There must be the personal touch -- that atmosphere of honest, pleasant service that makes customers feel they are special customers and brings them back faithfully, year after year."

  


Is Your Contact Center Ruining Your CX? | killexams.com real questions and Pass4sure dumps

A depressing number of people think that the be-all and end-all of CRM is the CRM application. While CRM software is a vital tool, CRM itself is really a discipline: It's the cultivation of the customer relationship and the management of customer data to create better experiences for the customer and to generate better results for the business.

The CRM application doesn't exist on its own in many organizations -- or in many vendors' suites of products, for that matter. The customer record is impacted by data from other applications -- voice of the customer, marketing automation, customer service, social media monitoring, and many others. That provides an unprecedented level of digital awareness of the state of the relationship between buyers and sellers.

There remains an enormous blind spot, however, and it's in one of the most basic ways customers interact with the companies they buy from. It's also a way that customers contact companies at moments of truth in the customer relationship, moments that either can result in a more loyal customer or can kill the relationship on the spot.

Tech Designed to Repel

Voice -- y'know, over the telephone -- is still a key component of the customer experience, despite the emergence of technology that some thought would render it obsolete. In an OpinionLab poll, 79 percent of customers wanted direct human contact to remain part of customer service. Two-thirds felt they received better customer service when they spoke to a person on the phone or in-store.

The trend toward customer self-service has been heartening to those focused on driving down costs -- but that's a mistaken focus. Self-service on the website, bots, and other tools for call diversion are helpful in answering simple calls. As a result, the calls that make it through to agents are more complex and more unusual, and they often demand specialized knowledge. Callers today are calling because they really need help, and they often need specialized knowledge.

Imagine yourself in such a circumstance. If you call the typical business with a complex question, your first task will be to navigate the interactive voice response (IVR) system. Hopefully, the menus and selections align with your needs and your knowledge of the company. Otherwise, IVR can turn into a frustrating maze. Should you become lost, and finally bail out to go directly to an agent, you're already disgruntled.

Then, you're transferred to a random agent. There may be agents on duty at the time who know precisely how to answer your questions -- but many companies have no way to get you to those agents easily. You may be stuck with an agent guessing along with you, looking up answers in a knowledge base. Or, you might be put on hold while you wait for a knowledgeable agent to finish up another call. Either way, your time is being devoured by the contact center's processes.

To sum up: In a moment of truth that can make or break your long-term relationship with a business, you first have to battle through technology designed to make you go away. Then, you're connected to an agent who may or may not be able to help you. You also may find yourself on hold, and you may find yourself repeating your own data several times.

CX vs. Cutting Costs

CRM is a discipline. It relies on efforts from people in sales, marketing, IT, and other parts of your organization. These effort drive sales and create and keep customers. However, the contact center is still considered a separate organization in all too many companies, and the scenario described above can unravel all your CRM efforts, waste all your CRM investment, and drive your customers into the arms of your competitors.

The time has come to knock down the wall between the contact center and CRM. The data generated in phone calls must become part of the customer record, and that means CRM integration. If we can integrate marketing automation data -- information about people before they become customers -- we sure as heck ought to be able to integrate contact center data about people after they become customers.

It's also time to stop looking at contact center technology as tool for cutting costs and instead look at it as a tool for boosting customer experience. IVR is OK if it's understandable and brief, and if it helps route calls to the right people -- but that means it has to be designed from the caller's point of view and not the business' point of view.

Forget the idea of the contact center agent as an expendable cog in a constantly churning machine. As we filter out the easy calls, we're creating the need for expert agents. They must have more expansive knowledge and stronger customer skills than ever before. They must be laser-focused on customer experience, not just on getting people off the phone. Metrics will need to change -- but first, attitudes about the value of agents needs to change.

If your business has expert agents, you need to figure out how to connect customers to them. Contact center software that's integrated with CRM can associate callers' numbers with their customer records, and automatically route calls to agents based on how their skills align to what's in the customer record.

When the contact center is oriented in this way, instead of being hurled into an endless IVR maze, the first voice the caller hears is that of an agent who sees the customer's history and is already equipped to help.

In 2018, according to Gartner's numbers, worldwide investment amounted to US$45.8 billion. At the same time, Accenture reported that in 2018, $6.2 trillion in business was switched from one vendor to another because of customer dissatisfaction.

If dissatisfied customers were their own country, they would have the world's third-largest economy, just behind China and ahead of Japan. Terrible contact center experiences aren't the sole cause of that, but they indicate how aspects of the business not traditionally seen as "CRM" cause the discipline of CRM to go awry.

If your focus on CRM is limited to what goes into and out of your CRM application, you need to zoom out and take a look at the bigger picture. Revamping things that directly affect your customer relationships -- like the experiences they have with your contact center -- is a smart place to start.

Chris Bucholtz has been an ECT News Network columnist since 2009. His focus is on CRM and other topics surrounding buyer-seller relationships. He is director of content marketing for NewVoiceMedia, and a speaker, writer and consultant. He also has written four books on World War II aviation. Email Chris.


Verizon Media announces $28 million expansion of Lockport data center | killexams.com real questions and Pass4sure dumps

The data center campus in the Town of Lockport industrial park will grow, as Verizon Media announced Thursday that it will begin work shortly on a $28 million addition to the second data center Yahoo built there in 2013.

Once all the computer equipment is installed in the new data pod, the company's total investment in the addition will be about $241 million, according to the company's application for incentives to the town Industrial Development Agency.

The project will add 10 jobs to the workforce at the Lockport data campus, bringing the total to 200. In all, the company has invested more than $500 million in the Lockport site in the past decade.

After six months of negotiations with town officials, Verizon Media has agreed to begin making payments in lieu of property taxes in 2020, instead of waiting until 2024, according to Marc R. Smith, town economic development coordinator.

Paul Bonaro, the site manager, said the considerations that brought Yahoo to Lockport a decade ago remain in place: favorable weather to keep computer gear cool, the pool of available workers and the availability of low-cost electricity and incentives.

"Every time we do the investments, there's an evaluation," Bonaro said. "It's not locked in. There's always the opportunity to go to other locations with this investment. At this point, the company would really like to grow here now, and we're asking for that support."

With its corporate acquisitions, Verizon Media now owns the entire Lockport complex, including the original Yahoo data center that opened on Enterprise Drive in 2010 and the second data and call center that opened on Crown Drive in 2013.

There are 75 employees at the Enterprise Drive site and there will be 125 at the Crown Drive complex once the expansion is completed.

The renegotiated payment-in-lieu-of-taxes, or PILOT, does away with the 20-year package approved in 2013 for the Crown Drive complex, which included 10 years of no payments at all. That deal will be replaced with a new 15-year PILOT on the entire Crown Drive site, the existing building as well as the new one, with annual escalating payments.

Verizon Media will continue to be exempt from paying sales taxes on building materials or equipment for the building. That will save the company an estimated $17.3 million, according to the IDA application.

The total property tax savings for Verizon Media over the 15 years is almost $11.6 million, Smith said. The property savings in the 2013 package, which is to be superseded, was estimated at $10 million, but the sales tax savings was given as $200 million, which Smith said turned out to be a drastic overestimate.

Because money would start flowing sooner, "we really looked at this as a win for our community," Smith said.

As it happens, this is the final year of complete tax exemption on the original data center, so Verizon Media will start making payments on that next year, too.

Lockport has no townwide property tax, but payments would be sent to Niagara County, town special districts, and the Lockport and Starpoint school districts.

Smith said the town IDA may vote on the revised incentive package as soon as April 11, when a public hearing is set for 8 a.m. in Town Hall.

Work on the 75,000-square-foot pod is to begin this spring, and the shell and the first phase of equipment installation should be complete by the end of this year, Bonaro said.



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