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132-S-708-1 | Specialist- Avaya Voice Self-Service Design Elective

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132-S-708-1 - Specialist- Avaya Voice Self-Service Design Elective - braindump

Vendor Avaya
Exam Number 132-S-708-1
Exam Name Specialist- Avaya Voice Self-Service Design Elective
Questions 80 Q & A
Recent Update November 8, 2018
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132-S-708-1 exam Dumps Source : Specialist- Avaya Voice Self-Service Design Elective

Test Code : 132-S-708-1
Test Name : Specialist- Avaya Voice Self-Service Design Elective
Vendor Name : Avaya
Q&A : 80 Real Questions


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Avaya Specialist- Avaya Voice Self-Service

Alperin details Avaya's AI method | killexams.com Real Questions and Pass4sure dumps

November 09, 2018

The future of Work Expo is lower than three months away.

with a purpose to tempt you to register for this event, TMC is operating interviews with a few of our dynamic speakers for The future of Work Expo, a new adventure concentrated on how synthetic intelligence and computer studying are challenging and improving what’s possible in company communications and collaboration, customer provider, advertising automation and personalization, and sales acceleration.

Avaya’s Jon Alperin is our newest Q&A area for The future of Work Expo, a good way to run Jan. 30 via Feb. 1 in citadel Lauderdale, Fla.

He’s director of partnerships and alliances for DevConnect and A.I.connect at Avaya. And he’ll be a panelist on the “From VoIP to the new Voice” panel.

here is part 1 of our two-part conversation. We’ll post part 2 on Monday.

What Avaya items these days employ AI? What does that permit them to do?Alperin: Avaya has really had AI-powered options for a lot of, a long time. Our Avaya IVR, Voice Portal and adventure Portal items have all utilized speech cognizance capabilities to supply natural language processing and natural language realizing aspects that our valued clientele leverage of their contact core. NLP/NLU and speech recognition are definitely part of the broad business definition of AI.

along the way, we made a couple of acquisitions for speech analytics and automatic chat solutions, and we’ve integrated those capabilities in the framework of our Avaya Breeze platform, permitting customers to build complicated workflows and applications that may additional exploit these capabilities within the enterprise contact middle.

What’s new on this entrance?Alperin: currently, we’re concentrated on introducing three new AI-enabled solutions from Avaya. The Avaya solutions focus on next-era self-provider with a cloud-primarily based AI solution for enticing purchasers the usage of social media, chat and messaging channels; Avaya Conversational Intelligence, which optimizes human agent interactions with actual-time automated conversational transcription and subsequent-action counsel; and a data-guided decisioning carrier in accordance with Avaya enterprise guidelines Engine which provides recommendations to agents in response to caller identity and a huge range of precise-time enterprise, Avaya-generated, and exterior facts sources.

Of course, we further increase these Avaya presents with a broader range of joint solutions through our A.I.join associate initiative.

what's A.I.connect?Alperin: A.I.connect is an initiative to spotlight excessive-value partnerships from within our universal DevConnect accomplice ecosystem.

We launched this in November of 2017, bringing together an preliminary set of AI-enabled solutions aligned to our five key areas of AI center of attention within the contact middle.

In 2019, I predict that we will once more extend this effort, with both new companions and an expanded depth of relationships. extra tips concerning A.I.connect may also be found at www.avaya.com/aiconnect.

Who’s the use of Avaya AI-powered options today?Alperin: we've a big range of consumers the usage of AI-powered options from Avaya and our A.I.join partners, from principal telecommunications and fitness care suppliers, to financial associations and consumer electronics manufacturers. lots of these agencies agree with the use of AI as a competitive talents, offering greater personalised and tailor-made consumer services or acquiring insights in customer delight and trends that align at once to their company strategies.  

in fact, we brought an AI-powered automatic client chat means inside our personal Avaya guide Portal just about 4 years in the past. We’ve had large success against expanding self-carrier client interactions with measurable growth in customer sat and fee decrease for many pursuits support requests.

To do what styles of issues?Alperin: neatly… relatively a whole lot the rest within the contact middle.

We’ve identified 5 key areas of center of attention within the contact middle – from initial consumer contact via voice or digital channels; to the core interactions with brokers or greater automated self-service options; to the returned-conclusion administration, operations, and reporting capabilities that agencies use to manipulate and enrich their universal operations. And we now have options or partnerships for solutions in all these areas.

How does it work?Alperin: We birth with sensible Routing, which builds prediction and intelligence in to how and how much channel the consumer goes to be choicest served by way of. this can include redirecting callers to self-provider alternatives and even moving them from a voice channel to a SMS/textual content/chat one. Or it will possibly suggest the use of behavioral cues and insights to fit callers with probably the most appropriate human agent to reap the favored result.

for people who are leveraging self-provider alternate options, our stronger Self-provider method is meant to give essentially the most herbal and intuitive interplay mannequin, no matter if through voice or text/chat.

subsequent, we want to present Agent aid capabilities, proposing human brokers with tips ‘at their fingertips’ in line with analytics and predictions, in addition to teaching and comments mechanisms that support force the correct engagement and emotional reference to the caller.

Of route, some brokers are stronger at this than others, and our Agent adventure options aid contact center managers have in mind why it really is and provide practising and perception returned across all their agents. It also presents the business a level of assurance that selected guidelines, which may encompass legal compliance necessities, are being met across the board.

eventually, we assist the enterprise leverage the wealth of precise-time facts and outcomes from customer interactions, each particular person and at the same time, to remember and make connections between and throughout their enterprise groups, industry, or even regional and world environment. These clever insight capabilities into Voice of the consumer can lead to insightful predictions for future success.

purchasers are the use of one or a couple of solutions to reinvent how the serve their customers.

what's Avaya doing with AI relative to unified communications?Alperin: We’ve introduced AI-enabled capabilities in our Avaya Vantage gadget portfolio to present virtual assistant capabilities corresponding to these discovered on buyer smartphones. We’re working with corporations like Knowmail for cost-brought applications that help predict and prioritize essential electronic mail communications which are directly applicable to the common employee. And we’ve delivered proof-of-conception integrations that bring Google’s AI-primarily based speech analytics, transcription and translation capabilities to Avaya Vantage users, enabling conversations to span language variations in an intuitive and natural way.

Edited by way of Maurice Nagle


SmartAction options Now Rated "Avaya Compliant" | killexams.com Real Questions and Pass4sure dumps

No effect found, try new keyword!Nov. 12, 2018 SmartAction, the main AI-powered digital agent solution for contact centers, these days announced that its options are compliant with key contact center solutions from Avaya ... effectiv...

Altura Achieves Avaya functions delivery professional Certification | killexams.com Real Questions and Pass4sure dumps

FULLERTON, Calif.--(company WIRE)--Altura verbal exchange solutions, an Avaya Platinum BusinessPartner, with offices nationwide, is being diagnosed by means of Avaya, a leading world provider of enterprise communications applications, systems and capabilities, for attaining their capabilities start expert (SDS) certification as Implementation professional.

The SDS certification confirms that Altura has skillability in the knowledge and skills obligatory for knowledgeable beginning of the whole range of implementation capabilities to Avaya clients. Altura is one of a select neighborhood of Avaya BusinessPartners to achieve the certification.

Altura helps businesses reduce cost and successfully run their operation by offering a wide array of excessive best voice, voice over IP, data, messaging, instant and make contact with center purposes and solutions. operating across the U.S., Altura helps thousands of purchasers together with Unisys, Honeywell, Dartmouth Hitchcock clinical center, New Jersey Transit, the State of recent Mexico, the State of Connecticut, and others who delight in mark downs from Altura’s custom-made features including community evaluation, Contact center Optimization, and lifestyles Cycle carrier and guide.

"Altura is honored to be recognized through Avaya for our number 1 rated capabilities," in line with Bob Blazek, CEO and President of Altura. "The Avaya SDS designation signifies to our customers that Altura continues to steer the container in working towards, establishing the fundamental skills and credentials to exceed their functions wants."

"Altura continues to give the highest level of service for his or her valued clientele," spoke of Carol Giles Neslund, vice president, North the us Channel sales, Avaya. "The SDS designation is an affirmation that Altura has exhibited a checklist of success in serving consumers and has taken their provider beginning to the subsequent stage through further practicing and entry to Avaya international features tools and methodologies."

The Avaya SDS software has four areas of designation: Implementation professional for approved Avaya channel companions, Implementation skilled for services-most effective channel partners, and aid expert and Integration knowledgeable for Platinum, Gold, and Silver-certified channel partners. taking part channel companions have access to Avaya international services and a extensive range of different Avaya resources to help them convey a high quality service journey to clients.

About Altura

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132-S-708-1 exam Dumps Source : Specialist- Avaya Voice Self-Service Design Elective

Test Code : 132-S-708-1
Test Name : Specialist- Avaya Voice Self-Service Design Elective
Vendor Name : Avaya
Q&A : 80 Real Questions


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Specialist- Avaya Voice Self-Service Design Elective

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Avaya Certified Specialist (ACS) | killexams.com real questions and Pass4sure dumps

This vendor-specific Certification is Offered By:AvayaHighlands Ranch, CO USAPhone: 800-288-5327Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

Skill Level: Intermediate                          Status: Being phased out

Low Cost: $125 (shortest track)               

Summary:This mid-level certification is for individuals who integrate voice networking, data networking, and applications into powerful business communications solutions. ACSs design, implement and support Avaya solutions in a real world environment.

Initial Requirements:You must hold the ACA Certification and pass one of Specialist Elective Exams ($125). Choose from two tracks, Design and Implementation.Design Tracks include: Interactive Voice Response Systems, IP Telephony, LAN, Messaging, Multimedia Contact Centers and Proactive Contact Solutions.Implementation Tracks include: Interactive Voice Response Systems, IP Telephony, LAN, Messaging, Multimedia Contact Centers and Proactive Contact Solutions.Training is available but not required.

Continuing Requirements:Certification is valid for two years.

See all Avaya Certifications

Vendor's page for this certification


Start the New Year Right with Can’t-Miss Expert Advice on Self-Service Design | killexams.com real questions and Pass4sure dumps

Achieving a strong ROI on your self-service systems–such as Interactive Voice Response and enterprise voice portals–depends on having customers use them. Whether that happens is due in large part to the effectiveness of self-service design.

To dig in a little further, we decided to speak with our experts and are sharing the results. Effective design is the topic of the first in a three-part podcast series featuring Judith Halperin, principal consultant in speech engineering at Avaya. Be sure to tune in to the podcast to hear the full conversation.

Here are some highlights that I took away from the conversation:

What’s the first step? Know your users! Designing a good self-service experience for your customers starts with knowing who your customers are. Information gathered from Web, phone and other interactions can be leveraged to create profiles and segmentations for your customer base. Automatic Number Identification (ANI), such as Caller ID, can even trigger data sources to personalize the experience.

It’s important to not only study who your customers are, but understand their preferences as well.

Preferences refer to preferred modes of contact and even what type of information customers need most. For example, with customers who usually call in for account balances, you might want to begin each call with balance information. If a customer has previously chosen Spanish as their preference, the interaction might start in that language. Self-service options can also be sequenced dynamically based on previous usage and caller information or entitlements.

Providing the right level of personalization is another important design consideration. Some customers prefer more hand-holding while others may prefer that you just get out of their way. You can leverage the frequency of a customer’s interactions, usage levels and other factors to assign a customer to “expert” or “novice” support application modes.

Why is it important? “ROI!” User-centric design is key to getting caller buy in.

Keep in mind that just basing your analysis on demographics may be dangerous. Recently, I was swapping stories with a contact center design specialist, and he shared a story about how a company he was working with had designed their self-service experience to drive customers of an older demographic to voice-centric service.

It turned out that the company’s older customers actually preferred to interact via mobile devices and to self-serve via mobile applications. This is a good example of why analyzing usage levels across all engagement points and understanding customer preferences is key. As you continue to learn more about the customer needs and preferences, you can continually adjust and drive improvements into which functionalities to automate.

Many people may not like interacting with machines. But they do it. Continually making self-service systems more user-centric and the experiences more user-friendly is key to customers wanting to use them to fulfill their needs without always needing human intervention.

What do you see as keys to good self-service design? Please share your thoughts. And be on the lookout for our next podcast recap, in which we explore how to capture the benefits of self-service while maintaining a personalized, satisfying customer experience.


Contact Center Solutions Featured Article | killexams.com real questions and Pass4sure dumps

July 21, 2008

Wall Street, thus far, has been less than lukewarm about Convergys’ acquisition of IVR and next-generation, contact-center specialist Intervoice on July 16th. Concern arises from the fact that the company is prepared to pay $335 million in cash when it entered the quarter with only $80 million in “cash” on its balance sheet. Indeed, even though we knew that Intervoice was “in play” with a change of management and a revamped product line, we did not count Convergys as one of the prospective buyers, partly because of its cash situation and partly because Convergys has not been tremendously active as an acquiring company of late.

Investor skepticism discounts two important aspects of the Intervoice acquisition. For one, the purchase will be “accretive” for Convergys. Intervoice is, after a year in the red, a profitable company that ended its last quarter (May 31) with $112 million in cash or near cash, along with maintenance contracts that are guaranteed to bring another $95 million.

More importantly, the real value Intervoice brings to Convergys is its loyal, long-term installed base of customers. Most of them have major decisions to make as they are forced to transition from legacy, proprietary systems to the more service-oriented world of IP-telephony and open standards, especially SIP, XML (including VoiceXML and the Web).

In Opus Research’s forthcoming report, “Customer Care On Demand: Accelerating Deployment While Reducing Risk”, we show that business customers increasingly look to third-parties, like Convergys, to ameliorate the risk associated with maintaining high-quality, phone-based customer care while, at the same time, juggling IT projects often with smaller internal technical staff.

Intervoice is a Willing Seller

Contrast this acquisition with Intervoice’s string of M&A activity over the years. In its 30 years of existence, the company has kept evolving through internal product development coupled with strategic acquisitions. During the first bout with industry stagnation in 1999, the company joined its chief competitor, Brite Voice Systems, in a “merger of equals” that carried the name Intervoice-Brite. It had the effect of doubling the company’s size while eliminating its major competitor but did little or nothing to expand the market.

More recent acquisitions were designed to grow the depth and breadth of service offerings to give Intervoice customers confidence that the company was serious in its adoption of new standards and capabilities. The acquisition of Edify in 2005 brought the company more applications and services to sell into the financial services market on a new, “open” applications platform. Bringing Nuasis into its fold gave the salespeople a chance to call on the unified communications devotees among both existing clients and prospects.

Broader offerings did not fuel either the topline or bottom-line growth of the combined companies. As a result, Wall Street punished Intervoice. From its high water mark of $36 in early 2000, the company dipped as low as $1.04 in mid 2002 in the wake of certain accounting scandals. As a credit to the power of a strong installed base, the company survived and thrived a bit in the mid-2005 period, but never found the engine of growth that could propel revenues far beyond the $200 million mark.

An “End-of-Life” Partner for Intervoice

Though Wall Street may not believe it, Convergys is acquiring Intervoice on very favorable terms. Intervoice is already profitable and it entered the year with a much more coherent product roadmap and go-to-market strategy than prior years. Its customers are ready to migrate off a set of platforms that have reached “end-of-life.” Convergys, with its deeper financial resources and broader service offerings, is a more credible solutions provider and integrator at this sensitive, transitional stage.

Customers want multi-vendor solutions and Convergys is “vendor agnostic” at least with respect to ACDs where it works with Avaya, Cisco, Nortel and Genesys. Moving IVR and voice processing functions and applications into its network cloud will enable Convergys to accommodate the “standards- compliant” Intervoice platforms along with its existing infrastructure for both Web-based, live agent and automated service, including the Genesys-based SpeechPort platform.

In addition, because Convergys has strong operational history both in contact centers and back-office billing for wireless carriers, it has demonstrable experience integrating front-end systems with complex customer databases to support both billing and customer service. It is also largely indifferent to whether clients deploy solutions on their premises or in the Convergys network.

The End of “Either/Or”

Opus Research sees very positive signs surrounding the acquisition. In our forthcoming report we will show how enterprises of all sizes are looking to third-party outsourcers to solve both technical and business problems. During challenging economic times, most have selectively pared down their IT staffs, often eliminating some of the full-time positions of individuals who specialize in arcane disciplines like voice user interface design or contact center workflows.

Convergys is on a short list of voice self-service solutions providers, including Verizon Business, AT&T, IBM, EDS (soon to be HP), Qwest and a few others that will tout global scope, vendor independence and deep experience. Extending contracts with Intervoice is, by no means, a done deal, but Convergys’ Open Hosting approach gives these prospects a chance to move forward selectively by outsourcing some or all of the networking, voice processing and application processing on an “as needed” basis.

-----

Don’t forget to check out ContactCenterSolutions’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users. Today’s featured white paper is The Compelling ROI Benefits of Contact Center Quality and Performance Management Technologies, brought to you by Voice Print International.


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