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6210 | Avaya Aura Contact Center Implementation

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6210 - Avaya Aura Contact Center Implementation - braindump

Vendor Avaya
Exam Number 6210
Exam Name Avaya Aura Contact Center Implementation
Questions 65 Q & A
Recent Update March 12, 2019
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6210 exam Dumps Source : Avaya Aura Contact Center Implementation

Test Code : 6210
Test Name : Avaya Aura Contact Center Implementation
Vendor Name : Avaya
Q&A : 65 Real Questions

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Avaya Avaya Aura Contact Center

Avaya "right-Sizes" Contact middle options for Midsize agencies | killexams.com Real Questions and Pass4sure dumps

SANTA CLARA, CA--(Marketwired - Apr 29, 2014) -

  • Avaya Contact core choose offers commercial enterprise-classification multichannel contact center capabilities constructed for the midsize business
  • Optimized to work with Avaya IP office™ Platform
  • Fills the gap for complicated consumer journey applied sciences within the becoming midmarket
  • Avaya these days announced Avaya Contact middle opt for, the newest addition to its customer adventure management options for midsized businesses. Avaya Contact center select presents refined, multichannel contact core capabilities with the simplicity obligatory by way of a midsize corporation.

    Midsize agencies are often challenged to supply multichannel client care with applied sciences usually constructed for higher companies. Avaya fills the hole in intention-constructed midmarket communications and collaboration options to enable both mid and massive enterprises to equally address the wants of their most strategic property: their valued clientele.

    Avaya Contact middle select is the first of a new class of items from Avaya -- business-classification options which are optimized for the midmarket and work with the Avaya IP office™ Platform. Avaya Contact middle choose is according to industry-main Avaya air of mystery® Contact middle and provides:

  • Multichannel help - voice, e mail, internet chat, SMS and fax
  • Scalability for 30-250 brokers
  • Inbound and preview / innovative outbound
  • guide for local or faraway agents
  • talents-based mostly routing
  • Supervisors, reporting (precise-time and historical), recording tools
  • guide for virtualized VMware environments
  • support for G14 countries' languages
  • Avaya Contact core choose is anticipated to be commonly attainable globally in June 2014 through Avaya channel partners. Avaya Contact center opt for utility begins at $18,958 with 30 voice agent licenses, a multimedia license, and a supervisor license. further licenses can be found on a per agent basis.

    Avaya Contact middle opt for is the 2d Avaya contact core solutions for IP workplace to be introduced given that the beginning of the 12 months. Avaya IP office Contact core presents multichannel capabilities for five-100 agents.

    Led through the flagship Avaya IP office Platform, Avaya's midmarket portfolio presents one of the most finished portfolios of conversation and collaboration solutions available on the market. in addition to the contact center solutions, the portfolio contains video collaboration, mobility, safety and networking solutions. 

    prices "valued clientele' needs and expectations do not alternate quite simply on account of the dimension of a business. Many midsize businesses have the same client event aspirations as tremendous organisations, but with limited supplies. Avaya Contact core opt for and Avaya IP workplace Contact core deliver the multichannel capabilities, simplicity and affordability they want in a collection of options built just for them."Mark de la Vega, vp, Contact center solutions, Avaya

    extra substances Avaya Contact center solutions for Midsize businesses

    Tags: Avaya, Avaya IP office, contact core, consumer provider, customer adventure, multichannel, midmarket, communications, midsize business

    About Avaya Avaya is a worldwide issuer of business collaboration and communications options, featuring unified communications, contact centers, networking and connected functions to companies of all sizes world wide. For extra information please discuss with www.avaya.com.

    certain statements contained in this press unencumber are ahead-searching statements. These statements could be recognized by the use of forward-searching terminology equivalent to "anticipate," "believe," "proceed," "could," "estimate," "are expecting," "intend," "may additionally," "might," "plan," "knowledge," "predict," "should still" or "will" or other an identical terminology. we've primarily based these ahead-looking statements on our current expectations, assumptions, estimates and projections. whereas we consider these expectations, assumptions, estimates and projections are most economical, such forward looking statements are only predictions and involve widely used and unknown dangers and uncertainties, a lot of which might be beyond our handle. These and other essential factors can cause our genuine consequences, performance or achievements to differ materially from any future results, efficiency or achievements expressed or implied via these forward-searching statements. For a listing and description of such dangers and uncertainties, please consult with Avaya's filings with the SEC that can be found at www.sec.gov. Avaya disclaims any intention or duty to update or revise any forward-searching statements, no matter if as a result of new assistance, future movements or in any other case.

    follow Avaya on Twitter, facebook, YouTube, LinkedIn, Flickr, and the Avaya linked weblog


    Avaya Launches subsequent-era Contact core solutions to increase client provider Experiences | killexams.com Real Questions and Pass4sure dumps

    source: Avaya Inc.

    Avaya Inc.

    July 20, 2010 07:00 ET

    New Avaya air of secrecy™ Contact center Drives true-Time Collaboration and Agent productiveness; Can improve client satisfaction by means of as much as 50 p.c

    BASKING RIDGE, NJ--(Marketwire - July 20, 2010) - Avaya, a world leader in commercial enterprise communications methods, software and capabilities, delivered its subsequent-technology of contact center options to satisfy the precise-time calls for of a abruptly evolving customer carrier atmosphere. the new options -- which encompass innovations in multimedia work task, staff optimization and outbound self-carrier -- can assist groups extra quite simply manage consumer experiences in an all the time-on world. These advancements power improvements in customer satisfaction, agent productivity, and price-rate reductions right through contact center operations.

    imperative to the new offerings is Avaya charisma™ Contact center, a multimedia work assignment utility for mid-dimension contact facilities that connects shoppers and their counsel to the right agent or skilled by means of any communications mode (i.e. voice, video, electronic mail, chat). It makes use of the Session Initiation Protocol (SIP)-based mostly collaborative session mannequin of Avaya™ charisma -- the business's company communications applications platform -- to raise the efficiency and excellent of client provider. Avaya air of mystery Contact center enhances the gigantic business solutions of Avaya air of secrecy call core Elite, and may serve as its multimedia extension.

    Avaya aura Contact middle's collaboration capabilities assist a company consider the full context of a customer interplay -- including the consumer's mode of communications, historical past and existing wants. The answer additionally brings collaborative periods to consumer service, putting off the system of getting purchasers repeat information to a couple of individuals as they progress via a call. by means of bringing the client, agent and knowledgeable right into a session to share assistance, a company can reduce consumer frustrations, raise first-contact decision and enhance experiences. via this method, Avaya air of secrecy Contact core can enhance consumer satisfaction via up to 50 percent.(1)

    consumer experiences are crucial, yet most businesses don't seem to be aware of the disconnect they have got with their personal valued clientele. A examine by way of Webtorials Editorial shows that 80 % of companies consider they give a superb or sophisticated customer experience, whereas only 20 p.c of patrons agree. moreover, eighty two p.c of buyers say their journey with the contact middle is critical or very important of their opinion about an organization's graphic.

    "SIP and internet features permit contact facilities to do what used to require totally custom-made and costly desktop telephony integrations (CTI) to accomplish," stated Drew Kraus, research vp, Gartner, Inc. "It makes multi-modal customer provider extensively accessible, as an alternative of confined to just massive-budget contact centers. With continued adoption of multi-modal contact centers, and an evolving social media space, SIP is a starting to be enviornment of activity for businesses."

    Avaya charisma Contact core also allows accelerated agent productiveness, seeing that agents no longer ought to juggle separate communications channels throughout diverse methods. A single computing device agent utility can also be used to track and manipulate up to 6 forms of transactions simultaneously -- one voice and 5 non-voice (electronic mail, net chat, and many others). It additionally lets organizations carry advanced work objects, comparable to on-line purposes or claims, to agent computers via an 'open universal queue,' which used to require a separate workstream. moreover, all through incoming client fast messages or chats, the solution identifies context-sensitive key phrases, which can be matched up with organized textual responses the agent can use to velocity interactions. key terms can also be used to create a list of relevant purchasable specialists, decreasing the time spent searching for them.(2) 

    New solutions convey end-to-end journey management All of modern day introductions give a basis for end-to-conclusion journey administration, which makes use of open communications so companies can orchestrate americans and advice, be taught customer facts, carry full context to periods, and immerse brokers and shoppers right into a collaborative session. other new options unveiled nowadays include:

  • Avaya air of secrecy™ team of workers Optimization (WFO): Avaya introduces its first integrated offer in group of workers optimization, enabling corporations to make more counseled decisions about client service. WFO contains recording and exceptional monitoring to trap and synchronize an agent's audio and screen exercise so supervisors can see the whole scope of interactions. perception won via first-class monitoring has been forecast to cut back agent practising time via 30 p.c.(3) 

    The answer additionally includes a personnel administration utility that collects advice and historical tendencies from a contact core, corresponding to call volumes for a given time, to examine surest staffing necessities. This reduces extra prices and accelerates return on funding. more positive body of workers scheduling can result in a 20 % cost-reduction.(four)

  • Avaya Proactive Outreach manager: Designed to let groups attain out to purchasers by means of self-provider, Proactive Outreach supervisor places all multimedia interactions on a single platform. This makes it possible for corporations to head beyond outbound calling to more readily use outbound notification campaigns incorporating a few modes of communications. resorts, as an example, can use it to ship room availability notices and promotions, while manufacturers can more quite simply deliver precise-time updates on shipments.

    Outbound self-provider can drive new revenues and discount rates, with one consumer reporting a ten percent boost in payments, and $50,000 in annual mark downs from computerized appointment reminders. This answer also gives you the capacity to control both outbound and inbound self-service the use of a web browser purchasable system, simplifying management and reducing the charges of outbound self-carrier, considering the identical methods can now be used for both functions.

  • other introductions consist of Avaya air of mystery™ call center Elite 6.0, the new version of Avaya's name routing software for tremendous enterprises, which now offers more suitable capability and contains the adaptive, predictive routing capabilities of business advocate as an entitlement. The business additionally grants Avaya IQ 5.1, the company's potent reporting and analytics answer, which beneficial properties more desirable means (900 simultaneous clients), availability, and graphical views.

    "As next-generation communications takes dangle, organizations admire that customer expectations proceed to circulate in a single route -- up," noted Anthony Bartolo, conventional manager, Contact middle solutions, Avaya. "Avaya aura Contact center and our new individuals-centric collaboration solutions give the equipment to greater readily control experiences, each for customers and the brokers who serve them."

    Avaya is the 2009 chief within the worldwide contact center market (measured by means of contact core agent end consumer revenue),(5) and 88 percent of Bloomberg Businessweek's 2010 consumer provider Champs use Avaya contact center options.(6)

    ATGStores to elevate precise-Time consumer provider tiers with Avaya charisma Contact center A company preparing to reap the advantages of Avaya air of secrecy Contact core is Washington-based ATGStores, a premier searching destination for trade experts and homeowners desirous to build, redecorate, and beautify their buildings and businesses. The online retailer features over three million products from greater than 1,800 name manufacturer producers -- including lights, plumbing, furniture, hardware, appliances, and extra. 

    With 96 % of its enterprise conducted essentially, ATGStores counts on their contact center for driving client interactions and actual-time client service. The enterprise expects Avaya's newest offering to raise multimedia client communications, helping to improve agent productivity and client experiences.

    "Our goal is to bring 'one-contact resolution' the place a customer's query or problem is solved appropriate then and there," stated Brad Halbach, vice president, ATGStores. "To do this, our brokers need to quickly bear in mind customer needs, gather pertinent assistance, and seamlessly herald consultants. We require the most advantageous tools for multi-tasking throughout all kinds of interactions, and Avaya charisma Contact middle is the answer now we have been waiting for. i'm longing for the utility's ability to create collaborative periods, with key records intact."

    in keeping with Halbach, Avaya charisma Contact center is a great healthy for an internet enterprise like ATGStores, which has viewed internet chat interactions greater than double when you consider that coming into use. He expects agents to benefit from managing web chat and other client interactions via the answer's single streamlined portal, in its place of the usage of multiple interaction windows. as an instance, a telephone order for a chandelier, an internet chat on a faucet question, and an electronic mail inquiry about a new crib can also be greater quite simply tracked and handled by using brokers.

    ATGStores is owned through Allied trade group, which owns and operates a long household of more than 500 online shops, together with lighting Universe, Fixture Universe and outside living Showroom. For more information, consult with their net web site at www.ATGStores.com.

    For additional information, together with a detailed backgrounder on the new Avaya contact core products and a white paper, please talk over with the Avaya press room on-line at: http://www.avaya.com/gcm/grasp-u . s . a ./en-us/company/pressroom/index.htm

    join AVAYA FOR THE LAUNCH: Avaya will host a collection of world one-hour webcasts on today's announcement for shoppers, companions and different involved parties. To register for the webcast associated with your region, please click on considered one of here links:

  • For the U.S., starting at 1:00 pm EDT these days, click on right here.
  • For Canada, Mexico, the Caribbean, Latin the us and South america, beginning at 2:30 pm EDT nowadays, click on right here.
  • For Asia-Pacific, beginning at 11:30 pm EDT today, click on right here.
  • For Europe, core East and Africa, starting at 5:00 am EDT, Wednesday, July 21, click right here.
  • About Avaya Avaya is a world leader in commercial enterprise communications programs. The business offers unified communications, contact centers, data solutions and related capabilities directly and thru its channel companions to main groups and corporations around the globe. enterprises of all sizes depend on Avaya for state-of-the-artwork communications that enrich efficiency, collaboration, consumer service and competitiveness. For greater suggestions, please visit www.avaya.com.

    (1) in accordance with consumer case study(2) function performance based on configuration(three) supply: IT Navigator, Avaya associate and customer(4) source: IT Navigator, Avaya companion and customer(5) Gartner report: Contact core Market Share, worldwide Totals, 2009, Drew Kraus, March, 2010(6) in keeping with Avaya tabulation of Bloomberg Businessweek 2010 customer service Champs checklist.


    Contact middle solutions Featured Article | killexams.com Real Questions and Pass4sure dumps

    October 06, 2010

    Malaysia airlines, in a bid to deliver 5-big name features, cut back can charge and ensure profitability, has chosen  Avaya, a global chief in commercial enterprise communications device, utility and features, to obtain its desires. Making an announcement to this effect, Avaya referred to that the airways selected its contact center and voice platform for its Contact core Transformation assignment.

    "we've chosen Avaya's technology to raise our client provider event. This might be a stepping stone for us to radically change our contact facilities as we put together for the longer term," Malaysia airways Assistant GM for distribution, Abdul Mutalib Ishak, pointed out.   

    The Avaya air of mystery Contact middle 6.0 is the newest free up of the award profitable platform that helps share suggestions in true-time and additionally aids in delivering unparalleled consumer carrier by reworking the atmosphere right into a collaborative event. valued clientele, brokers, specialists and on-line supplies will converge to handle transactions, specializing in trade of counsel.

    because the Avaya answer also comprises the newest version of Avaya air of secrecy body of workers Optimization, client carrier start is optimized as strategic choices about workforce staffing wants will also be enabled.

    aside from this, the Avaya call administration device presents a customizable graphical view of brokers' actual-time popularity in conjunction with contact center reputation charts. This helps to get an typical image of individual operator's status assisting to check even if the operator is accessible or is on a call. If the operator is unavailable, the call is immediately routed to the subsequent available operator. 

    The solution is also customer0oriented as organizations can realize the full context of customer interplay, enabling collaboration capabilities to fall into place.

    speaking about the Avaya solution, Teh Chai Peng, Avaya Malaysia country director, said that they had been assured that the deployment of Avaya's americans-centric contact core technology would allow Malaysia airlines to differentiate the client experience it promises and achieve its transformation targets.

    He said Avaya's sophisticated name routing, reporting and analytics technologies would make contributions drastically to bettering consumer provider experiences and would additionally give the insight and intelligence vital to benefit new purchasers while retaining the current ones.

    The Avaya deployment for MAS contains Avaya air of secrecy Contact middle 6.0 and Avaya air of mystery team of workers Optimization as outlined above, as well as Avaya Voice Portal 5 and Avaya interplay middle. 

    The rollout will encompass key performance management equipment, Avaya call administration system and Avaya Operational Analyst 7.2. The Avaya utility Enablement capabilities 5.2 is also anticipated to move live in mid-April 2011. 

    Malaysia airways, the country wide service of Malaysia and one in every of Asia's largest, flying nearly 40,000 passengers every day to a couple 100 destinations worldwide throughout six continents.

    In a linked news liberate, Avaya, a global chief in commercial enterprise communications methods, utility and functions, and Skype introduced a strategic contract to bring inventive, actual-time communications and collaboration options to companies of all sizes.

    To discover more about Avaya, discuss with the enterprise at ITEXPO West 2010. To be held Oct. four to six in los angeles, ITEXPO (news - Alert) is the world’s premier IP communications event. Chris Goffi, Managing most important, is talking throughout “The Landline-less Telecommuter.” Don’t wait. Register now.

    Mini Swamy is a contributing editor for ContactCenterSolutions. To study extra of her articles, please discuss with her columnist page.

    Edited through Tammy Wolf


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    Avaya Aura Contact Center Implementation

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    Avaya Aura Call Center Elite Course Now from New Global Knowledge | killexams.com real questions and Pass4sure dumps

    December 06, 2012

    Global Knowledge, a company specializing in IT and business skills training, unveiled its new course, Avaya Aura Call Center Elite Implementation and Configuration.

    The four-day course teaches students to use Avaya Aura Call Center Elite features, including skills-based call routing and advanced call vectoring, to enhance call center functionality and meet business objectives.

    Avaya’s Call Center Elite is an automatic call distribution application that maximizes routing and resource selection, allowing agents to handle calls more effectively and improving overall productivity.

    It offers conditional call routing, using context-based inputs and versatile selection capabilities as well.

    Managers can choose whether inbound calls connect with the least busy agent, the first available agent, or the one with skills that best match the customer’s needs. Virtual call routing allows businesses with multiple sites to maximize resource utilization across all locations.

    Avaya Aura Call Center Elite Implementation and Configuration is available in classrooms and as a private on-site course that can be tailored to the needs of a student's organization.

    A Global Knowledge official said in a statement that students who enroll in their new course can learn call center components, concepts and terms to perform an initial call center configuration, administer a dial plan, understand feature-related system parameters, hunt groups, agents, announcements and music sources – as well as Avaya Aura Call Center Elite features of Avaya Aura Communication Manager Creating – and test call vectors through Avaya's call center applications used with Avaya Aura Call Center Elite.

    In related news, Avaya Aura Applications with VMware Ready brings high reliability, simplicity and flexibility to virtualized collaboration applications. Avaya customer RealPage uses the new Avaya solution to Virtualize UC Core, speeding customer service deployments by up to 20 percent.

    Avaya today unveiled its new communications architecture for virtualized unified communications applications within the Avaya AuraVirtualized Environment, to help businesses accelerate mobile collaboration applications across the organization.

    Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida.  Stay in touch with everything happening at ITEXPO. Follow us on Twitter.

    Edited by Braden Becker


    New York Mets Run a Triple Play with Avaya | killexams.com real questions and Pass4sure dumps

    Avaya Networking, Aura Contact Center and Unified Communications will help improve customer service and enhance the fan experience at Citi Field

    SANTA CLARA, CA --(Marketwired - January 17, 2017) - Avaya today announced that the New York Mets organization will implement the Avaya Aura® Platform for contact center and unified communications, along with a modern Avaya data core networking infrastructure at Citi Field. The goal: Transform the way the team communicates, collaborates and serves its fans.

    With Citi Field -- the Mets' home stadium -- seeing upwards of 3 million visitors per year, the ball club recognized a need to modernize its ticketing operations department. The Mets moved forward with Avaya Aura, an advanced unified communications and contact center solution, for new capabilities that will meet the needs for increased scale and faster, more personalized service, using Integration Partners, an Avaya Diamond-certified partner, to guarantee a smooth implementation.

    The staff in the 100+ agent call center will now have productivity-boosting features such as a single, digital interface for managing all fan interactions, the ability to dial out of email using a single click, and the flexibility to use any available workstation. In addition, new tools will allow the club to better track the number of calls coming in and out of its ticketing department, providing greater visibility into agent performance while capturing the rich customer details that lead to next level of service. Future integration between Avaya Aura and the organization's CRM platform will help ensure that fans have the best possible customer experience when purchasing seats or season ticket packages.

    Unified communications boosts staff collaboration

    With Avaya networking infrastructure that supports enterprise-wide collaboration, Mets team executives will have an integrated voice, video, data, and web communications to manage their mobility and conference needs. Features such as mobile twinning, which automatically enables calls to employees' office extensions to be accessed on their cell phones will effectively mobilize their workforce, ensuring staff can respond no matter where they are without delay.

    Additionally, since Avaya's advanced unified communications solution can extend across locations, the Mets front office at Citi Field will soon be able to seamlessly communicate and collaborate with colleagues who are in Florida for spring training, or with affiliated teams such as the Brooklyn Cyclones.

    Resilient network is easy to manage and maintain

    With 40,000+ people in the stands on game days, the Mets staff can't afford to have any problems communicating. And thanks to a resilient and secure Avaya networking environment that's proven itself at multiple Olympic Games, employees throughout Citi Field -- a 1.2 million square foot facility - are ensured best-in-class uptime that guards against costly Wi-Fi outages and dropped calls.

    Even better, the Mets will use Avaya Managed Services to oversee its smart stadium experience. Designed to maximize performance and simplify the way businesses deliver unified communications and contact center solutions, Managed Services will significantly reduce the amount of time the Mets highly-skilled IT staff spend maintaining and managing its network, helping the club save money by reducing the total cost of ownership of its communications infrastructure and management.

    "The NY Mets have millions of loyal fans and want to provide them the best experience. Avaya understands exactly where we need to go and delivers the technology that the Mets and their fans can count on."

    Tom Festa, Vice President of Technology for the New York Mets

    Avaya ENGAGE 2017 welcomes Tom Festa, who will be joining Avaya CMO, Morag Lucey, on stage in Las Vegas on February 14 for a panel titled, "CIOs and CMOs: Better together to drive transformation."

    About Avaya

    Avaya enables the mission critical, real-time communication applications of the world's most important operations. As the global leader in delivering superior communications experiences, Avaya provides the most complete portfolio of software and services for contact center and unified communications with integrated, secure networking -- offered on premises, in the cloud, or a hybrid. Today's digital world requires some form of communications enablement, and no other company is better positioned to do this than Avaya. For more information, please visit www.avaya.com and www.avayasports.com.

    About Integration Partners

    Integration Partners (www.integrationpartners.com) is a collaboration and networking services engineering firm specializing in solutions that are open, scalable and drive to greater productivity and competitiveness for their clients. Their portfolio serves enterprises nationwide with Cloud, Security, Advanced, and Managed Services. Integration Partners is a privately held company headquartered in Lexington, Massachusetts.

    Follow Avaya on Twitter, Facebook, YouTube, LinkedIn and the Avaya Connected Blog.

    Certain statements contained in this press release may be 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 are reasonable, such forward looking statements involve known and unknown risks and uncertainties, many of which are beyond our control. These and other important factors may cause our actual results to differ materially from any future results 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.


    Avaya partners with Afiniti for intelligent call routing | killexams.com real questions and Pass4sure dumps

    Avaya is partnering with a vendor that uses artificial intelligence to route incoming calls to the support and...

    sales agents most likely to meet the customers' needs. Afiniti Enterprise Behavioral Pairing will be added to Avaya's contact center platforms later this year, although companies will need to execute a contract with Afiniti to activate the service.

    Afiniti's intelligent call routing starts with a customer's phone number and then scans more than 100 internet and internal databases, including customer relationship management systems, to build a profile of each caller. The process could also include demographic information and records of previous contact center queries made by the customer.  

    The platform also accesses information about available agents, such as their success rate with particular customer segments, and can analyze trends across the contact center. If male agents are determined to be twice as successful as female agents at selling to male customers, for example, Afiniti's service could route incoming calls accordingly when possible.

    More than 150 organizations are already using Afiniti's intelligent call routing. The over-the-top service is compatible with dozens of contact center platforms, including those from Cisco and Genesys. Avaya plans to natively integrate the service with its contact center products to make it easier for customers to activate.

    Avaya will add the Afiniti software to Avaya Aura Call Center Elite through a software patch in the third quarter of 2018. The vendor is aiming to enable intelligent routing of texts, emails and chats through its platforms by early 2019.

    The partnership announced this week between Avaya and Afiniti is part of the A.I. Connect initiative that Avaya launched last year to improve its contact center and unified communications portfolios using artificial intelligence.

    Contact center vendors pursue intelligent call routing

    The Afiniti integration will help Avaya deliver on a long-standing promise of contact center vendors to support routing that is truly intelligent, said Dan Miller, lead analyst and founder of Opus Research, based in San Francisco.

    "For a couple of decades, [intelligent routing] equated to the rudimentary delivery of incoming calls to the 'best agent,' which was often just the next available agent," Miller said. "For businesses like Caesars World and T-Mobile, Afiniti has shown that artificial intelligence can be applied in real time to match an incoming contact with the most appropriate agent or resource."

    Afiniti says its intelligent call routing helped T-Mobile generate $70 million in additional annual revenues by converting prospective customers to paying customers at a higher rate. Afiniti charges customers based on a percentage of the value derived from use of its product.

    Avaya is not the only contact center vendor pursuing this type of technology. Genesys Predictive Routing, for example, analyzes data on agents and customer interactions to predict outcomes and route queries accordingly. Similar to Afiniti, Genesys uses machine learning to improve customer-agent matches over time.

    Avaya has been working to embed artificial intelligence throughout its customer experience portfolio through internal product development, as well as vendor partnerships, according to Nancy Jamison, an analyst at Frost & Sullivan.

    Avaya recently acquired the company Spoken, which makes speech recognition technology that listens for keywords during contact center conversations and provides contextual information to agents. The tool also automatically transcribes those interactions.

    "Exciting areas of R&D, including cognitive and behavioral science, have vast potential to prove value when it comes to the employee and customer engagement," Jamison said.



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