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3C00120A | Avaya Customer Experience Management (CEM) APDS Online Test

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3C00120A - Avaya Customer Experience Management (CEM) APDS Online Test - braindump

Vendor Avaya
Exam Number 3C00120A
Exam Name Avaya Customer Experience Management (CEM) APDS Online Test
Questions 90 Q & A
Recent Update February 15, 2019
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3C00120A exam Dumps Source : Avaya Customer Experience Management (CEM) APDS Online Test

Test Code : 3C00120A
Test Name : Avaya Customer Experience Management (CEM) APDS Online Test
Vendor Name : Avaya
Q&A : 90 Real Questions

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Avaya Avaya Customer Experience Management

Avaya to exhibit solutions to enrich Healthcare Experiences At HIMSS 2019 | killexams.com Real Questions and Pass4sure dumps

 

Avaya Holdings Corp., a world leader in solutions to boost and simplify communications and collaboration, can be demonstrating its comprehensive portfolio of solutions for the healthcare industry at the upcoming HIMSS world conference & Exhibition held at the Orange County convention and Exhibition center in Orlando, FL from February eleven-15. Avaya might be a Diamond exhibitor at booth #6541 at the side of ConvergeOne. The HIMSS 2019 event (himssconference.org) brings collectively over 45,000 fitness suggestions and expertise authorities, clinicians, executives and market suppliers from worldwide.

Avaya options for Connecting Healthcare consist of:

Care team Collaboration• enrich care coordination with multimedia mobile solutions;• enhance care team time with patients;• in the reduction of preventable damage via workflows and collaboration.

patient access & capabilities• improve patient access to care with a prosperous omnichannel answer;• cut back wait instances, no suggests and in-community referrals leveraging automation and EHR integration together with your access middle;• Proactively interact affected person on their media of option;• increase affected person referrals;• enhance patient access to medication regiments and care plans.

digital Care• cut back avoidable emergent and pressing care via telehealth triage;• connect care team and peer coaches with sufferers in time of want;• improve and scale homecare with clinical contact centers.

“Avaya healthcare solutions provide the reliability, safety, flexibility and scale we require to better meet the needs of our purchasers through resourceful communications tools, and Avaya is now working with us to transition to the cloud,” observed Bob Doran, vp of Telecommunications, automatic health techniques. “We at present span fifteen states across the U.S. and transforming into, and we've depended on Avaya’s ninety nine.999% uptime reliability for the reason that 1994. they are a relied on associate that gives the optimum ranges of assist and service, mixed with communications and collaboration solutions we are able to depend on, and that our purchasers rely on, every and every day.”

For healthcare suppliers, the care team’s potential to speak with sufferers alongside their fitness journey is a must-have to the mission of aiding their care plan and reducing readmissions. by means of connecting americans, substances, information, and solutions, suppliers can optimize operations and reduce risk, while increasing operational efficiency and profitability. a versatile communications solution is critically critical to the a success digital transformation of health care systems. The true 10 healthcare functions corporations on earth, and the excellent 10 U.S. hospitals all rely on Avaya communications solutions to enhance affected person adventure, improve care team effectiveness and collaboration, and power accelerated effectivity.

Avaya and its ecosystem of companions have deep potential and teams concentrated principally on addressing the exciting requirements of supplying conversation options to the healthcare business. Avaya works with these partners to combine technical, customer engagement and capabilities components to supply a complete portfolio of solutions for healthcare providers addressing patient access and capabilities, virtual care, telemedicine and care team collaboration to improve productiveness, streamline workflow, increase the quality of care and raise ROI.

“we now have fifty five far flung places, three diverse hospitals, and 450 diverse healthcare providers as a part of our network, and our Avaya verbal exchange solutions enable us to deliver an optimum mixture of human contact supported with the aid of sensible automation for enhanced affected person journey,” talked about Tim Rosner, Chief know-how Officer, Southcoast fitness. “We’re imposing new applied sciences in healthcare and region loads of value in our long-time period partnership with Avaya that permits us to flow ahead efficiently in this effort.”

based on research enterprise IDC, nowadays there are extra opportunities and challenges than ever to with ease communicate with patients, beginning with the variety of channel decisions phone, net, textual content, or chat used to connect with them. A one-measurement-fits-all method will now not work. commercial enterprise affected person entry and services and digital care coordination solutions should be bendy in accordance with sufferers’ conversation wants and where they are in their patient adventure. These options must additionally handle evolving technology, company, and regulatory necessities dealing with healthcare businesses.1

“Our center of attention is fully, 100% on our patients, together with our whole workflow, methods and communications platform,” spoke of Jim Hennigan, IT supervisor, Innova fitness systems. “we are new and resourceful the way to enhance the affected person experience and to make healthcare more available to diverse groups like millennials. Avaya omnichannel solutions allow us to make use of all channels of verbal exchange, from web chat, video, voice, and telemedicine to supply extra useful care in a proactive, effective method.”

1 “driving Operational Efficiencies via enhanced patient access and functions” IDC, June 2018

About AvayaBusinesses are developed on the experiences they supply, and every day tens of millions of those experiences are built with the aid of Avaya (avaya.com). For over one hundred years, we’ve enabled groups around the world to win via developing clever communications experiences for customers and personnel. Avaya builds open, converged and creative solutions to boost and simplify communications and collaboration in the cloud, on-premise or a hybrid of each. To grow your business, we’re committed to innovation, partnership, and a relentless focus on what’s next. We’re the know-how business you have confidence to assist you deliver Experiences that be counted.

Cautionary word related to ahead-searching StatementsThis doc includes definite “forward-searching statements.” All statements other than statements of old fact are “forward-looking” statements for purposes of the U.S. federal and state securities legal guidelines. These statements may well be identified by the use of forward looking terminology similar to "anticipate," "consider," "continue," "may," "estimate," "are expecting," "intend," "may also," "might," “our vision,” "plan," "knowledge," "preliminary," "predict," "should," "will," or “would” or the terrible thereof or other adaptations thereof or similar terminology and include, however are not constrained to, expected cash savings and statements about increase, exchange record and superior operational metrics. The enterprise has primarily based these forward-looking statements on its present expectations, assumptions, estimates and projections. while the business believes these expectations, assumptions, estimates and projections are low in cost, such ahead-searching statements are most effective predictions and contain universal and unknown risks and uncertainties, a lot of which might be past its manage. The factors are discussed in the company’s Registration observation on kind 10 filed with the Securities and alternate commission, could cause its exact consequences, efficiency or achievements to differ materially from any future results, performance or achievements expressed or implied by using these forward-searching statements. For a further listing and description of such dangers and uncertainties, please discuss with the business’s filings with the SEC that can be found at sec.gov. The enterprise cautions you that the record of vital factors covered within the company’s SEC filings can also no longer include all of the cloth factors that are crucial to you. additionally, because these hazards and uncertainties, the matters observed in the ahead-looking statements contained during this file might also not in fact take place. The enterprise undertakes no responsibility to publicly update or revise any forward-searching observation on account of new tips, future activities or otherwise, apart from as in any other case required by way of law.

All emblems recognized with the aid of ®, TM, or SM are registered marks, trademarks, and service marks, respectively, of Avaya Inc. All different emblems are the property of their respective house owners


ACS technologies recognized with the aid of Avaya for fabulous consumer carrier | killexams.com Real Questions and Pass4sure dumps

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Avaya and Verint prolong personnel Engagement management for Cloud | killexams.com Real Questions and Pass4sure dumps

AUSTIN, Texas & MELVILLE, N.Y.--(company WIRE)--

Cloud-based deployments convey new operational intelligence capabilities to greater contact centers to radically change consumer adventure

Avaya engage®2019-- Avaya Holdings Corp. (AVYA) and Verint techniques Inc., The client Engagement company ™, (NASDAQ: VRNT) nowadays announced an expansion of their partnership to introduce cloud deployments for Avaya workforce Engagement administration, enhancing consumer journey via operational intelligence within the contact center. Avaya‘s suite of personnel engagement capabilities will also be deployed in any manner from on-premises to cloud capabilities aiding public, inner most or hybrid deployment models.

Verint and Avaya, strategic companions for practically 15 years, at the moment deliver omnichannel and voice contact core and WEM options to tens of heaps of customers global, starting from small-to-medium agencies (SMB) to big businesses with heaps of seats. Avaya and Verint are expecting that their latest providing will continue to satisfy a big range of client requirements, and ongoing co-building will additional extend WEM capabilities.

Avaya IX staff Engagement is a new offering introduced as a part of the Avaya clever Xperiences - or Avaya IX - answer naming structure unveiled this week at the enterprise’s annual interact user group conference. according to enter from purchasers and partners, the brand new naming will streamline Avaya’s portfolio of solutions and mirror the wealth of event Avaya brings to bear for customers as they radically change digitally and circulation their solutions into the cloud.

“Avaya and Verint coming together in the cloud to provide a full range of consumption alternate options with out sacrificing capabilities or addressability is a headline moment for their joint customers and for future cloud contact middle tasks,” observed Nancy Jamison, main Analyst customer Contact, Frost & Sullivan. “here's a compelling cloud contact center offer with strong WFO/WEM capabilities, and a significant bounce forward to fulfill the wants of a starting to be market possibility.”

Avaya IX personnel Engagement supplies the full spectrum of WEM functionality together with voice name and screen compliance recording with full encryption, excellent monitoring, performance administration, group of workers management, speech analytics, consumer remarks and computing device technique analytics. It contains pause and resume controls to support with adherence to suggestions security compliance frameworks. customers can apply these cloud features as a stand-alone Avaya IX group of workers Engagement answer enabling current installations of Avaya contact middle applied sciences. Alternately, name middle workloads can be migrated or applied in the Avaya cloud alongside Avaya IX group of workers Engagement.

“The cloud consumption availability of Avaya IX team of workers Engagement helps our purchasers become vastly extra agile than ever earlier than in effecting and realizing outcomes from the consumer event transformation,” observed Chris McGugan, Avaya Senior vice president, options and applied sciences. “Avaya IX group of workers Engagement makes it possible for companies to generate a sooner ROI and simply add new capabilities to bolster workforce engagement and productivity that enhances their consumer experience.”

“nowadays’s announcement additional extends the long and a success partnership between Verint and Avaya, and our purchasers can advantage from the deeper integration and joint R&D efforts to fortify the consumption of Avaya IX workforce Engagement alongside Avaya systems anywhere,” observed John Bourne, Senior vp, global Channels and Alliances, Verint. “Avaya IX staff Engagement offers a full-featured, unified answer for both cloud and on premise contact centers to fulfill businesses’ pleasing needs and price range in a real consumption-based mostly pricing model, correct for gigantic, multinational companies and small to midsize businesses.”

Key merits of Avaya IX group of workers Engagement consist of:

Generate quick Return on funding

  • Pay most effective for what is needed; opt for a service kit that meets your particular enterprise necessities
  • reduce upfront investment and take competencies of usage-primarily based pricing
  • right away add new functionality as it is required
  • increase consumer Engagement and productivity

  • Securely catch, analyze and shop customer and agent interactions to pinpoint areas of excellence and e-book improvements
  • help each agent develop into a celeb via interaction reviews
  • Simplify operating ambiance

  • choose between private, public, hybrid or mixed cloud deployment
  • at ease, accessible and flexible environment
  • Dynamic elastic scaling and quick provisioning
  • relaxed and compliant multi-tenant architecture within public cloud deployments
  • Get computerized application updates and improvements at no additional can charge or effort without a disruption to enterprise
  • Innogy, a big energy enterprise based in Germany with more than 38,000 employees, lately selected the new Avaya IX body of workers Engagement offering for its contact middle. “We were confronted with an approaching sustainability decision for our on-premise telephony solution with exciting and sophisticated requirements from our company to meet the needs of the customer,” observed Andy Parkinson, Programme supervisor, Innogy enterprise services UK. “We launched into an intensive inner assessment and soft of our Contact center applied sciences and selected Avaya and Verint for their performance, confirmed experience and their availability of key knowledge and the capabilities of their platforms. In partnership with one of their Cloud companions, 4Net applied sciences, they helped us bring our Cloud Transformation application over a 12-month length. we now have been in production with round three,000 brokers for over 365 days and we believe validated in our option of going cloud and consuming Avaya and Verint’s Contact core Avaya IX body of workers Engagement platform.”

    Story continues

    further materials

    About Verint techniques Inc.

    Verint® (VRNT) is a world chief in Actionable Intelligence® options with a spotlight on customer engagement optimization, security intelligence, and fraud, risk and compliance. these days, over 10,000 groups in more than 180 international locations—together with over eighty five percent of the Fortune one hundred—count number on intelligence from Verint solutions to make extra suggested, useful and well timed selections. be trained greater about how we’re creating a wiser World with Actionable Intelligence® at www.verint.com.

    This press free up incorporates “ahead-looking statements,” including statements related to expectations, predictions, views, alternatives, plans, recommendations, beliefs, and statements of an identical effect regarding Verint methods Inc. These forward-looking statements don't seem to be ensures of future performance and they're in accordance with administration's expectations that involve a few dangers, uncertainties and assumptions, any of which might cause specific effects to vary materially from those expressed in or implied by means of the ahead-searching statements. For a detailed discussion of those possibility components, see our Annual file on form 10-ok for the fiscal yr ended January 31, 2018, our Quarterly report on form 10-Q for the quarter ended October 31, 2018, and other filings we make with the SEC. The ahead-searching statements contained during this press liberate are made as of the date of this press free up and, apart from as required by means of legislation, Verint assumes no duty to update or revise them or to supply explanation why actual results may also differ.

    About Avaya

    groups are built on the experiences they supply, and each day thousands and thousands of these experiences are built by way of Avaya (AVYA). For over a hundred years, we’ve enabled groups around the world to win – by way of growing clever communications experiences for valued clientele and personnel. Avaya builds open, converged and innovative solutions to raise and simplify communications and collaboration – within the cloud, on-premise or a hybrid of both. To develop your business, we’re dedicated to innovation, partnership, and a relentless focal point on what’s subsequent. We’re the technology company you have confidence to help you carry Experiences that rely. visit us at www.avaya.com.

    Cautionary word related to forward-searching Statements

    This doc incorporates definite “ahead-looking statements.” All statements aside from statements of old fact are “ahead-looking” statements for applications of the U.S. federal and state securities legal guidelines. These statements can be recognized via forward searching terminology comparable to "expect," "trust," "continue," "might," "estimate," "expect," "intend," "might also," "might," “our vision,” "plan," "talents," "preliminary," "predict," "may still," "will," or “would” or the bad thereof or different adaptations thereof or comparable terminology and consist of, but aren't limited to expected function releases and statements about future items, expected cash savings and statements about boom, trade listing and enhanced operational metrics. The business has based these ahead-looking statements on its current expectations, assumptions, estimates and projections. while the company believes these expectations, assumptions, estimates and projections are reasonable, such ahead-searching statements are handiest predictions and contain well-known and unknown dangers and uncertainties, many of which can be beyond its handle. The factors are mentioned within the enterprise’s Registration commentary on kind 10 filed with the Securities and alternate fee, can cause its precise results, efficiency or achievements to vary materially from any future outcomes, performance or achievements expressed or implied via these forward-searching statements. For an additional listing and description of such hazards and uncertainties, please discuss with the business’s filings with the SEC that are available at www.sec.gov. The company cautions you that the checklist of essential factors protected within the company’s SEC filings can also now not contain all the fabric components that are vital to you. furthermore, because these risks and uncertainties, the concerns talked about in the ahead-searching statements contained during this document may now not in reality occur. The business undertakes no responsibility to publicly update or revise any ahead-looking commentary on account of new assistance, future hobbies or in any other case, except as in any other case required with the aid of legislation.

    supply: Avaya Newsroom

    View source version on businesswire.com: https://www.businesswire.com/information/home/20190122005279/en/


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    Avaya Customer Experience Management (CEM) APDS Online Test

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    Avaya Extends Contact Center Expertise to Midsize Businesses | killexams.com real questions and Pass4sure dumps

    SANTA CLARA, CA--(Marketwired - Jan 28, 2014) -   

  • Avaya IP Office Contact Center extends Avaya innovation in customer experience management to midsize businesses with the simplicity and value they require
  • Supporting 5 - 100 contact center agents, IP Office Contact Center enables blended multichannel capabilities that improve customer experiences and agent efficiency
  • Built on the proven Avaya IP Office software platform as part of a comprehensive solution from a single source
  • Avaya today announced Avaya IP Office Contact Center to bring affordable, multichannel contact center functionality to midsize businesses. Purpose-built for the Avaya IP Office platform to enable voice, email and chat capabilities for contact centers with 5 -100 agents, Avaya IP Office Contact Center provides midsize businesses with Avaya's expertise in customer experience management in a solution that is flexible, easy to use, maintain and administer.

    A contact center offers valuable benefits to any size company by making it easier for customers to access information and resources. Customers want a low-effort, effective service experience through any channel they wish to use: An Avaya survey demonstrated that more than 80 percent of people are likely to continue doing business with a company that provides a good experience, but 66 percent of consumers are likely to stop spending money with a company as a result of a bad one. 

    For midmarket companies, however, smaller budgets and limited IT resources have challenged their ability to find true, multichannel contact center solutions that fit their needs for affordability and low-risk integration, as well as ease of deployment and management.

    Avaya IP Office Contact Center blends the expertise gained through 50,000 contact center deployments covering more than six million agents with the company's growing command of the midmarket. With Avaya IP Office Contact Center, midsize companies can now simply and effectively manage inbound and outbound multichannel customer interactions. 

    Designed to work as an integral part of Avaya IP Office 9.0 platform that offers rich unified communications and video collaboration, Avaya IP Office Contact Center offers:

  • Support for multichannel inbound and outbound contacts (voice, email, chat)
  • A superior agent interface to rapidly access to customer information
  • Call recording for every agent and flexible reporting 
  • Flexible deployment options -- a dedicated server or in a virtualized environment
  • Highly competitive pricing suited for midsize businesses
  • Deployment in hours, with fewer steps than competitive solutions
  • Easy set-up, maintenance, and management
  • IP Office Software Support
  • Avaya IP Office Contact Center enables Avaya Connect channel partners to sell more complete solutions to a broader group of customers.

    Avaya IP Office Contact Center will be available in the U.S., Canada, U.K., Australia, New Zealand, and India on February 28, 2014.

    Quotes "Contact center capabilities are highly beneficial for building and maintaining customer relationships. Until now, however, complexity and cost put these capabilities out of the reach of many small and midsize businesses. With our new Avaya IP Office Contact Center, we've recognized and addressed that different size contact centers tend to have different requirements. This purpose-built multichannel solution is a combination of the robust features these customers need, with the simplicity and value they've come to expect from IP Office."Mark Monday, vice president and general manager, Collaboration Platforms

    "Traditional 'call center' solutions can't support the demand for multichannel contact options, such as email and web chat. That said, complexity and cost can be barriers for midsize companies. Avaya IP Office Contact Center enables us to offer new and existing IP Office customers a comprehensive feature set at an affordable price. With just a few part numbers it is simple to configure and installs quickly and easily. Now our customers are able to serve their customers -- faster, efficiently and affordably. "Craig Allan, COO, Mountain West Telecom 

    "Midsize firms have a real challenge when it comes to maintaining effective customer contact. They don't have the close relationships with their customers that the smallest firms have and they lack the resources that the largest firms have in building expensive comprehensive contact centers. Avaya IP Office Contact Center brings to midsize firms the key capabilities they need to provide the personal contact support that customers look for. In particular the multichannel capability means that a firm can engage with customers in the ways they prefer -- voice, email, or chat. That's the starting point for any successful customer interaction."Ray Boggs, VP SMB Research, IDC

    Tags: Avaya, IP Office, midsize business, contact center, customer experience management, CEM, virtualization, SMB, midmarket, channel

    About Avaya: Avaya is a global provider of business collaboration and communications solutions, providing unified communications, contact centers, networking and related services to companies of all sizes around the world. For more information please visit www.avaya.com.

    Story continues

    Certain statements contained in this press release are forward-looking statements. These statements may be identified by the use of forward-looking terminology such as "anticipate," "believe," "continue," "could," "estimate," "expect," "intend," "may," "might," "plan," "potential," "predict," "should" or "will" or other similar terminology. We have based these forward-looking statements on our current expectations, assumptions, estimates and projections. While we believe these expectations, assumptions, estimates and projections are reasonable, such forward looking statements are only predictions and involve known and unknown risks and uncertainties, many of which are beyond our control. These and other important factors may cause our actual results, performance or achievements to differ materially from any future results, performance or achievements expressed or implied by these forward-looking statements. For a list and description of such risks and uncertainties, please refer to Avaya's filings with the SEC that are available at www.sec.gov. Avaya disclaims any intention or obligation to update or revise any forward-looking statements, whether as a result of new information, future events or otherwise.

    Follow Avaya on Twitter, Facebook, YouTube, and LinkedIn.


    CRM expert predictions for 2011 | killexams.com real questions and Pass4sure dumps

    With 2010 drawing to a close, SearchCRM.com asked some industry experts what they saw in store for 2011. It's clear that CRM practitioners can look forward to a heavy dose of social CRM, mobile requirements and a continued emphasis on the customer experience.

    Paul Greenberg, President of the 56 Group LLC  

    Small business will begin to embrace social CRM -- Small businesses’ adoption of social channels to reach their customers began to gain velocity in 2010 and that will only increase in 2011. Small business is recognizing that for a small cost (though not free) they can generate leads and engage their customers on the external social networks that already exist. Michael Stelzner, in his 2009 Social Media Industry Report, found that between 51% to 68% of B2C [business-to-consumer] companies were able to generate customers from the use of and participation in Facebook, Twitter and via a company blog. This is a lesson not lost on small business. In fact, we are seeing a number of CRM software vendors who recognize this trend, refocusing on the small business market such as Salesforce.com -- putting the SMB [small and medium-sized business] market back on their target list. We are seeing another group of SMB-targeted CRM vendors -- like Sage adding social functionality to ACT! and Saleslogix -- to meet what is a growing demand from their SMB customer base. We are also seeing the emergence of social CRM vendors who are natively focusing on the small business side -- like Nimble -- building their social CRM (both channel and operational) directly to small business customer specifications. 2011 only promises far more of this.

    Customer experience will once again become the core focus of CRM -- There is no doubt that the peer-to-peer trust that predominates this era of the social customer has also personalized how individual customers want to engage with both their peers and institutions. That means that it's no longer good enough for companies to provide just products and services. Like-versions of those products and services are available from multiple vendors of multiple size in multiple ways (via online or brick and mortar) and pretty much for the same price. Consequently, because the social customer is aware of that, the companies now must provide products, services, tools and consumable experiences that give the customer the right to sculpt the kind of experience that they want. Companies like Procter & Gamble are so aware of this that they create vast communities that range from innovators who want to collaborate on product development with P&G to moms (Vocalpoint) who have social networks of other moms, who provide both product feedback and marketing reach. In fact, Vocalpoint has been so successful in that effort that P&G spun it off as a profit center with its own CEO. This is all based on the level of engagement the customer has with the company and thus, the experience that the engagement provides.

    This is the core of CRM in 2011. The vendors that we all know and love recognize this, and their messaging is aimed at it -- from the RightNow CX platform to the SAP CRM 7.0 products, which are focused on improving a company's ability to provide a better experience for the customer. This is something you will see more and more.

    Finally, mobile CRM is going to be the way to go -- This is something predicted by everyone every year, but there was no iPad before 2010. The reality is that the tablet market driven by the iPad and its clear business value, in combination with robust (1.2.GHZ) processors on smartphones and the growing popularity, not just of the iPhone, but of the Android and the promise of Windows 7 Mobile, plus the continued strength of the Symbian platform in Europe (51.8% of the mobile OS devices in use) makes for a robust mobile application development market that makes jobs easier to do and certainly more portable. Don't forget cooler, too.  Consequently we have seen a rush to market for mobile CRM both operationally and from the consumer side (marketing apps that sell products, provide social reviews, etc.) for smartphones and tablets,  from all the major vendors including SAP, Oracle, Salesforce.com, Microsoft and a myriad of others -- and from the social vendors. This is not going away. It will only grow dramatically in 2011. 

    Bill Band,Principal analyst Forrester Research Inc.

    Forrester analyst Bill Band provided a sampling of his 12 predictions for customer management in 2011. You can find the other 2011 CRM trends at his blog. Band is publishing a report on the subject in January.

    Business Process Management extends to the front office -- By extending business process management (BPM) to the front office functions, customer service organizations will improve the consistency of service delivered, elevate agent efficiency, personalize service and meet compliance goals -- at a cost that makes sense to the business.

    The business value of social customer engagement becomes more evident -- Winners of Forrester’s annual Groundswell Award spotlight how organizations are using Social Computing to innovate, such as community-based marketing research techniques; engaging with customers through social media; energizing brand advocates; empowering communities to support customer self-service; and collaborating with customers during the product ideation and development process.

    Demand generation evolves into the lead-to-revenue-management process -- More enterprises will redefine the concept of demand generation and embrace the idea of “lead-to-revenue management” (L2RM) as the model for an expanded mandate for marketing in “complex-sale” industries. The L2RM model has three principles: 1) the end goal is revenue, not leads; 2) nurturing and qualification processes fill the gap that typically exists between lead generation and the sales process; and 3) marketing is an integral part of the entire revenue management process -- its role does not end.

    Voice of the customer programs rises in importance -- More organizations will adopt the best practices exhibited by the winners of Forrester’s 2010 Voice of the Customer (VoC) Award. Companies with advanced VoC initiatives are: tapping unstructured and unsolicited feedback; integrating social media monitoring; harnessing the voice of the employee; and closing the feedback loop with customers.

    CRM cost of ownership models evolve toward better transparency -- Packaged application vendors will yield to the demand for more cost transparency by their customers, cloud-based offerings from traditional (i.e., not pure SaaS [Software as a Service]) vendors will evolve to a managed bundle, similar to SaaS, consisting of software usage by subscription or lease; software maintenance (e.g., compliance updates, fixes, and troubleshooting); software enhancements and upgrades; and application managed services (e.g., patching and performance tuning).

    SaaS buyers turn to advanced questions about governance -- Organizations will recognize that SaaS is more than just an alternative deployment model; SaaS has unique characteristics that require new ways of thinking about vendor selection, contracting, risk tolerance and organizational skill set requirements.

    Denis Pombriant, Managing principal Beagle Research Group LLC

    There are four major points to consider about next year, assuming we get continued growth and the recession is permanently in the rearview mirror. Each affects the front office in different ways, and all are on the way to achieving a permanent place of greater importance in our lives.  In no particular order, they are:

    Social media -- I know we think this is almost passé given all the attention we’ve lavished on it in the last few years, but the people who write checks have something else to say. According to a Harvard Business School report, a bit over half the companies surveyed (n=2,100) said they were in some stage of deployment or use of social media.  That’s good and represents very fast adoption, but still, it’s only half, and how valuable is half a network? Yet, the study doesn’t tell us what media -- and that’s important. Also, the study says far fewer of those surveyed know much about where their customers are talking about them on the Internet. Translation: We have a long way to go before social is effective, and that brings us to the second point.

    Analytics -- That Harvard study said we’re just getting started with social analytics. But if you don’t have anything to analyze all the data churned up by social media, do you really have a social plan? Watch for analytics to come out of nowhere to become very important because analytics is social’s killer app.

    While we’re at it,

    Our primary computing device is becoming the handheld -- which gives us great ability to stay connected while moving around.  It also gives us a big need for the same application types we use on our desktops -- including social and analytic applications.  Mobile devices make our investments in social and analytics more important.

    If you take all three together, I think we have critical mass for a new productivity paradigm, which could be a big spark for the recovery and beyond.

    Finally there’s video -- B2B video marketing and video communication is sneaking up on us. Nobody is talking about using it, but all of the majors have more than dipped a toe in the water. Salesforce has over 1,400 up on YouTube. They’re not long, but when done well, video delivers a ton of information and video is incredibly persistent and sticky -- i.e., they hang around forever and people pass them on to others.

    Take all of this together and you have the makings for a significant reworking of the CRM we have known for 15 years, and the transition has already started. Other issues like SaaS, clouds, elementary social media -- they’re so last year.

    Kate Leggett, Principal analyst, Forrester Research Inc.

    Cross-channel consistency -- In 2011, customer service organizations will focus on delivering a reproducible service experience to their customers. This means that there will be renewed efforts to standardize agent actions by using a layer of business process management to guide the resolution process. Organizations will seek to give agents visibility into all customer interactions across traditional (i.e., phone, email, chat) and social (i.e., Facebook, Twitter) channels, and to deliver contextual, personalized knowledge during the service resolution process. In addition, customer service organizations will make it easier for customers to use multiple communication channels during the course of a multistep interaction and not to have to repeat prior interactions.

    Mobile service, personalized service -- We will also see a real focus on better servicing the customer by providing customer service applications that run on mobile devices. Using real-time decisioning to recommend a next-best actions or to better match an agent with a customer based on their profile and issue at hand will come to the fore as companies seek to provide better personalized service. We will see a greater use of the “voice of the customer” to better align products and services with customer needs. For example, we’ll see more success stories with ideation communities for product recommendations and with customer service communities measured by contact deflection, incident closure rates and increased satisfaction scores. Companies will also double-down on their efforts to put end-to-end feedback processes in place across all communication channels.

    Vendors marry technology to best practices -- In 2011, customer service vendors will continue to make it easier for companies to offer a differentiated service experience via their mature technology offerings paired with best-practice knowledge. End-to-end suite solutions will continue to be more popular than single-focus area, best-of-breed solutions who will struggle to demonstrate differentiated value. SaaS deployment methods will become attractive for all sizes of deployments in order to realize fast time-to-value. Organizations will embark on more and larger projects than they did in 2010, however, having a rock-solid business case for any change will remain critical. Companies will need to pinpoint the opportunities for quick wins, define a set of small projects to be executed in a stepwise fashion and execute flawlessly in order to be successful.


    Analytics for the Cloud | killexams.com real questions and Pass4sure dumps

    “Big Data” is everywhere. What does it mean? Just as Cloud Computing burst onto the scene a few years ago, it depends on whom you ask.

    Traditionally, in the Business Intelligence (BI) world, Big Data included analyzing historical business data from large data warehouse with the purpose of identifying long-term trends that could be leveraged in consumer business strategies. In recent years, Big Data has been a term talked about in the IT industry as an application of technology to attack extremely large, unstructured data sets that can reside both within and outside of an organization. If you look at a recent definition of Big Data, it is a term applied to data sets whose size has grown beyond the capability of commonly used software tools to capture, manage and analyze within a tolerable period of times for different use cases.

    Application Performance Management (APM) is an extremely relevant use case and has a developing “Big Data” problem. Several factors are contributing to the explosive growth and type of data that must be analyzed and/or correlated in application performance monitoring and business service management (BSM).

    First, the number of components that make up today’s mission critical applications has exploded. Instead of hundreds of servers for an application, nowadays, because of virtualization, you can easily be talking about thousands of virtual servers and objects for web applications.

    Secondly, the diversity of data that people want to analyze to provide a holistic perspective has increased drastically. It is no longer good enough to simply understand traditional IT infrastructure performance based on server operating system, network traffic, and storage capacity. Application Performance analysis is now based on the relationships of IT infrastructure components, application performance metrics from applications and application servers, business activity monitors (BAM) data, customer experience monitors (CEM) and Real-User Monitoring (RUM). In addition to the aggregated transactional data, there are new systems that capture transactions’ actual path encompassing the entire application stack.

    Finally, the requirements for analysis speed and data granularity have also increased significantly. Mission critical application performance now requires real-time or near real-time data analysis. When we were doing server availability and performance monitoring 10 years ago, it was the norm to collect and analyze data every 15 minutes. Today, this has evolved to data analysis every 5 minutes or less with sub-minute data collection where all transaction paths are collected for data analysis. When mapped out, it’s easy to see the enormous growth particularly when you look at APM related storage requirements that are quickly growing from gigabytes to terabytes and tomorrow petabytes.

    All this data requires extremely complex analysis and correlation in order to truly understand performance of critical applications. One of Netuitive’s large enterprise customers reported that it monitors and correlates a billion infrastructure and application data points and business metrics daily as part of its global service delivery. This is what I am referring to as APM-generated Big Data. In addition to the shear number of data points, IT operators are expected to provide real-time analysis to the business and long-term storage for post-mortem analysis, capacity planning and compliance.

    So where does this leads us? This is where APM and Big Data meet The Cloud. The cloud can deliver cheaper and more flexible storage and computing power crucial to analytics for Big Data. It also has the capability to be much more elastic for your APM data storage and analytics needs. Organizations can actually think about storing years of collected and aggregated APM data for compliance and analysis purposes without the cost being prohibitive.

    But what does this mean to vendors in the APM space?

    First of all, the analytics platform for APM data has to evolve to be able to process the growing number of different data sources across business, customer experience, applications and IT domains. Netuitive’s “Open” analytics platform is engineered to address virtually any data source in real-time.

    Secondly, data storage and access time will be critical even as APM data volumes continue to explode, so not only does the technology need to be able to run in the cloud, but the traditional pull-based data collection architecture has to evolve into a push based model with an horizontally scalable computing and storage architecture in order to become virtually limitless in terms of scalability. This is critical for larger organizations as “real” time no longer means analysis every 5 to 15 minutes, but sub-minute analytics.

    Lastly, because storage and computing costs should not significantly exceed the cost of analytics software for a solution to be viable, Netuitive is advancing its product architecture to leverage NoSQL columnar data store as a replacement to traditional database. Netuitive is also experimenting with a SaaS model for long-term time series data store and running its analytics software in the cloud.

    While our R&D challenges are complex, the goal is simple: provide APM Analytics that matters by enabling our enterprise customers to process billions of infrastructure, application, and business metrics from hundreds of thousands of managed elements at 10x less cost than existing infrastructures.

    I look forward to reporting on our progress. Check the blog for updates.

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    The term "digital transformation" (DX) is being used by everyone for just about any company initiative that involves technology, the web, ecommerce, software, or even customer experience. While the term has certainly turned into a buzzword with a lot of hype, the transition to a more connected, digital world is real and comes with real challenges. In his opening keynote, Four Essentials To Become DX Hero Status Now, Jonathan Hoppe, Co-Founder and CTO of Total Uptime Technologies, shared that ...

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