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642-241 | Unified Contact Center Enterprise Design (UCCED)

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642-241 - Unified Contact Center Enterprise Design (UCCED) - braindump

Vendor Cisco
Exam Number 642-241
Exam Name Unified Contact Center Enterprise Design (UCCED)
Questions 278 Q & A
Recent Update February 14, 2019
Free PDF Download 642-241 Brain Dump
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642-241 exam Dumps Source : Unified Contact Center Enterprise Design (UCCED)

Test Code : 642-241
Test Name : Unified Contact Center Enterprise Design (UCCED)
Vendor Name : Cisco
Q&A : 278 Real Questions

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Cisco Unified Contact Center Enterprise

Cisco Unified Contact middle business: inner the IP contact core | killexams.com Real Questions and Pass4sure dumps

The cover of the book 'Cisco Unified Contact Center Enterprise' by Gary Ford, published by Cisco Press. This chapter excerpt details the various products in the Cisco Contact Center suite, what differentiates Cisco Unified Contact Center from Cisco Unified Intelligent Contact Manager (UICM), the proper use cases for Cisco Unified Contact Center Enterprise (UCCE), Unified Contact Center Hosted (UCCH) and Unified Contact Center Express (UCCX), and more.call facilities have changed fairly somewhat from the early days of deepest department change (PBX)-based setups designed basically for straightforward incoming call management. modern day greater fully featured contact centers, developed on automated name distributor (ACD)- and IP-based systems, support the receipt and clever routing of inbound periods through an array of unified communications (UC) applied sciences, together with immediate messaging, video conferencing and collaboration capabilities.

Managing the IP contact core -- principally for corporations with assets dispensed across many sites, which could necessitate a virtualized name center method -- requires a robust, scalable, built-in product suite equipped to right away and readily route voice and video calls across assorted websites in accordance with complicated business guidelines. Cisco believes it will probably present enterprise customers just that classification of solution -- a sturdy portfolio that cannot simplest meet the common necessities of average call-managing, but also give a wide variety of advanced, IP-based solution features.

during this excerpt of a chapter from Cisco Unified Contact middle business, creator Gary Ford breaks down the a variety of products in the Cisco Contact middle suite, which share a code base but can serve very distinct roles, counting on a customer's telephony requirements.

Ford explains what differentiates Cisco's Unified Contact core offering from its Unified intelligent Contact manager platform, as well as the suitable use instances for Cisco Unified Contact middle commercial enterprise (UCCE), Unified Contact middle Hosted (UCCH) and Unified Contact middle specific (UCCX). He additionally details the merits and lines of the selected items that make up the Cisco Unified Contact center enterprise and other Cisco contact core suites, including Cisco Agent computer, Cisco Unified mobile Agent, Cisco Unified consumer Voice Portal and much more.

download the PDF of this chapter excerpt on Cisco's Contact center portfolio from the ebook Cisco Unified Contact core commercial enterprise.

Reproduced from the booklet Cisco Unified Contact center enterprise via Gary Ford (ISBN-10: 1-58714-117-5; ISBN-13: 978-1-58714-117-1). Copyright 2011, Cisco Press. All rights reserved. For greater counsel about this and different equivalent titles, seek advice from Cisco Press.

about the booklet:

In Cisco Unified Contact middle enterprise, creator Gary Ford offers the tips you should optimally configure and manage Cisco Unified Contact center enterprise in any ambiance. Ford brings greater than 13 years of fingers-on event in designing, deploying and preserving Cisco telephony and speak to middle solutions to his insurance of the commercial enterprise and hosted versions of Cisco Unified Contact middle. He also covers why Cisco Unified Contact middle business's individual facets work the manner they do and how to function key tasks in Cisco Unified Contact center business.

examine Cisco Unified Contact core commercial enterprise to be trained extra concerning the following:

  • The specifics of the Cisco Unified Contact middle product portfolio and platform architecture;
  • Configurations that can support get rid of errors and in the reduction of downtime;
  • Monitoring and troubleshooting UCCE programs;
  • choosing the proper deployment mannequin -- single-web page, multisite or clustered -- to your environment;
  • UCCE deployment and utility configuration, including preparation, planning, design and implementation;
  • enforcing average, current-generation and subsequent-generation name routing;
  • learning top of the line practices for name flow scripting;
  • realizing UCCE's nodes and dispensed methods;
  • constructing a clean gadget startup sequence;
  • Designing, imposing and offering Cisco Unified Communications manager and Unified IP Interactive Voice Response solutions;
  • efficiently constructing and managing UCCE databases;
  • utilising UCCE's reporting tools;
  • creating superior functions with facts-driven routing;
  • protecting any UCCE deployment, including older types;
  • using a most reliable practices troubleshooting methodology; and
  • studying helpful, little-normal Cisco diagnostic equipment.

  • Calabrio Extends Cisco SolutionsPlus application Participation with Calabrio ONE Cloud solution | killexams.com Real Questions and Pass4sure dumps

    Calabrio, a number one provider of customer engagement and analytics software, today introduced that Calabrio ONE Cloud is now accessible at once through the Cisco SolutionsPlus partner ecosystem. through the improved partnership, Cisco valued clientele can without problems and confidently deploy Calabrio’s team of workers optimization (WFO) software suite within the cloud figuring out Cisco has established compatibility with items within the SolutionsPlus ecosystem.

    Cisco SolutionsPlus is a reselling application that places a select, strategic set of Cisco compatible products on the Cisco expense listing. valued clientele can effortlessly order these third-party products at once from Cisco income groups and channel companions. The addition of Calabrio ONE Cloud to Cisco SolutionsPlus extends Calabrio’s 20-year background of partnering with Cisco, which contains greater than 200 joint companions and over three,500 joint shoppers.

    “I actually have viewed firsthand how neatly Calabrio and Cisco solutions work collectively to enrich operations and pressure a better customer event within the contact middle,” observed Daniel Acosta, call center applications analyst at Houston Methodist medical institution. “And with cloud on each person’s mind, I’m excited to peer that Calabrio’s cloud offering is now accessible via Cisco’s SolutionsPlus software. It’s a large win for Cisco clients who're considering a stream to the cloud.”

    “Our partnerships with Cisco have yielded gigantic expertise, operations and value merits for our joint consumers, and we're very completely happy to have Calabrio ONE’s cloud solution introduced to the Cisco SolutionsPlus ecosystem to boost the convenience of adoption,” referred to Ross Daniels, vice president of Calabrio’s global companion firm. “Our purpose is to provide better entry and selection to our consumers, and Cisco SolutionsPlus is an excellent means for organisations to construct their contact center and WFO environments the use of most desirable-in-type solutions that work together seamlessly.”

    Calabrio ONE’s potent voice-of-the-consumer analytics and superior reporting deliver deep insights to the commercial enterprise. The unified suite gives a single view of the customer, and improves the agent and consumer experience through team of workers administration (WFM) and nice management (QM) capabilities. Calabrio ONE is deployed in the cloud, on-premises, or as a hybrid answer. The on-premises edition of Calabrio ONE has been obtainable through SolutionsPlus since 2012.

    About Calabrio

    Calabriois a client engagement software business that provides analytic insights to catalyze growth via client provider contact centers. TheCalabrio ONE® application suite empowers each person in an organization, from contact center agents to the CEO, with handy-to-use equipment that supply a much better knowing of the client. every client interplay yields insights that extend customer-focus, which is how main organizations now force boom and long-term corporate prosperity. find extra athttps://www.calabrio.com/and follow@Calabrioon Twitter.

    Calabrio, Calabrio ONE® and the Calabrio logo are registered logos or logos of Calabrio, Inc. All different logos mentioned in this doc are the property of their respective homeowners.

    View source version on businesswire.com: https://www.businesswire.com/news/domestic/20190207005226/en/

    supply: Calabrio"> <Property FormalName="PrimaryTwitterHandle" price="@Calabrio

    Kelsey QuickstadCalabrioUS@hotwireglobal.com

    Copyright business Wire 2019


    vigour Distributor Optimizes customer carrier with Cisco Contact middle answer in Brazil | killexams.com Real Questions and Pass4sure dumps

    Sao Paulo, Brazil, January 15, 2015 – Energisa neighborhood, a Brazilian energy distributor, optimized its client functions with Cisco® Unified Contact core answer. The firm deployed a group of Cisco´s options to integrate its communications channels, unifying telephone, e mail, actual-time chat and social networks purposes. The technology will increase Energisa´s provider ability, enabling it to deal as much as 447,000 calls per 30 days in its distribution units.

    The client provider optimization meets Energisa´s structural demands and the distribution centers’ latest wants. some of the indications evaluated by using the Brazilian electric power company (ANEEL, Agência Nacional de Energia Elétrica) is the consumer services provided by the vigor corporations. additionally, Energisa has realized the need to update its contact middle after its infrastructure expansion with the acquisition of the Brazilian group Rede. today Energisa serves over 15 million americans.

    Cisco customer Collaboration structure, together with Cisco Unified Contact center business, become utilized to supply clever contact routing, name medication, and network-to-computing device laptop telephony integration (CTI). The solution additionally integrates Outbound Dialer services and cyber web purposes comparable to social media, e mail and true-time chat consolidated in an all-in-one platform, skinny-customer collaborative pcs for agents and supervisors, and quick deployment in distributed locations.

    Energisa has put in 286 service positions in its corporations around the country: Energisa Borborema, Energisa Minas Gerais, Energisa Nova Friburgo, Energisa Paraíba and Energisa Sergipe. Cisco technology also has brought essential channels convergence to the corporation, enabling it to expand its carrier attain.

    "The importance of consumer provider is starting to be along with buyers and market demands, requiring greater convergent technologies," stated Marcus Luz, Director, commercial enterprise at Cisco Brazil. apart from assembly the average requirements, the govt highlights the chance to improve consumers´ arrangements and loyalty through offering integrating solutions and all-round visibility. "A single contact middle platform integrating social media, e mail and precise-time chat applications makes it possible for more desirable planning and customized consumer service in lots of degrees," delivered Luz.

    Wittel options, certainly one of Cisco´s integrators, changed into liable for the design and deployment of the venture. in response to Marcelo Penteado, Wittel, options Director, the assignment aimed to optimize investments in technologies and greater constructive and measurable operating results, thanks to the control tools of the Cisco answer.

    Aiming to ahead customers’ calls without delay to the most applicable resources, meeting their selected needs, Cisco Unified client Voice Portal changed into also carried out within the infrastructure, combining self-carrier and contact center via true-time query and service popularity clever functions. decreasing transfers to a different agent to well-nigh zero, the equipment expanded the enterprise´s customer delight and contributed to the improvement of operational efficiency.

    About Energisa community

    Energisa group is one of the greatest power distributers in Brazil, with a footprint of 109 years. The enterprise operates 13 distributor centers within the states of Minas Gerais (Energisa Minas Gerais and Bragantina), Paraíba (Energisa Paraíba and Energisa Borborema), Rio de Janeiro (Energisa Nova Friburgo), Sergipe (Energisa Sergipe), Mato Grosso (CEMAT), Mato Grosso do Sul (Enersul), Tocantins (Celtins), Sao Paulo (Caiuá, Vale Paranapanema and Nacional) and Parana (vigor and light West).

    With approximately 6 million valued clientele, it serves over 15 million americans in 788 municipalities found in all areas of Brazil. With annual net income of R$ eight.9 billion, the community has supplied about 10,000 direct jobs.

    With the mission to radically change energy in comfort, development and alternatives, in a sustainable, accountable and ethical manner, Energisa operates a diverse portfolio including power distribution and technology (Energisa technology) features (Energisa options), and power buying and selling (Energisa Comercializadora).

    About Cisco

    Cisco (NASDAQ: CSCO) is the global leader in IT that helps companies trap the alternatives of the next day by means of proving that magnificent issues can happen in case you connect the up to now unconnected. For ongoing information, please go to http://thenetwork.cisco.com.

    ###

    Cisco and the Cisco brand are logos or registered trademarks of Cisco and/or its associates in the U.S. and different international locations. a list of Cisco's emblems may also be discovered at www.cisco.com/go/emblems. Third-birthday party emblems outlined are the property of their respective homeowners. using the note companion doesn't indicate a partnership relationship between Cisco and another company.


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    Unified Contact Center Enterprise Design (UCCED)

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    Unify OpenScape Voice: Product overview | killexams.com real questions and Pass4sure dumps

    Editor's note: This article is part of a buying series on unified communications. The features in this series describe the evolution of UC and its use cases, as well as the important criteria to consider when buying a UC service. The series also compares the top UC products in the market. This article gives an overview of Unify UC products.

    Unify's UC platform, the OpenScape suite, offers a wide range of enterprise communication options. The main components include: OpenScape Voice, media server, unified communications, mobility and video, Xpressions for messaging, contact center, and session border controller.

    Unify also offers small to medium-sized enterprise services that include OpenScape Enterprise Express and OpenScape Business. Unify has also created a range of IP phones, both wired and wireless, and software clients. The phones allow users to take advantage of the features offered by the Unify UC systems.

    Voice system features sizable scalability

    OpenScape Voice is the foundation of Unify's voice service. It provides carrier-grade scalability and reliability, supporting up to 100,000 users per node, making it suitable for international enterprises with offices worldwide.

    OpenScape Business, targeting smaller enterprises, can coexist with existing telephony and is well-suited for companies transitioning to an IP-based service.

    OpenScape Voice runs under the Linux operating system and has been built to support VMware-virtualized environments, enabling server consolidation and hardware independence. Customers can use any hardware platform that is certified by VMware and meets the resource requirements of OpenScape Voice, while the system's administration is performed via a Web-based graphical user interface.

    OpenScape Voice offers different deployment models depending on the size of the organization and capacity required. One of the smaller deployment models includes OpenScape Voice and a number of other applications in a virtualized environment under a single server. This model can support up to 5,000 users. It's a cost-effective service since limited hardware is required, but has a single point of failure.

    Enterprise customers that require zero downtime with large scalability should consider a deployment model running two instances in a redundant two-node cluster, set up in an active-active mode. In this model, if one of the nodes fails, the remaining node assumes the load of the failed partner and provides uninterruptable service across the enterprise. Currently, Unify only supports a cluster of two physical nodes or a cluster of two virtual nodes. Mixed environments -- physical and virtual nodes -- are not currently supported.

    OpenScape Voice supports presence, billing, collaboration services, call routing, scalability up to 500,000 users, and much more.

    The OpenScape Media Server provides tones, announcements and conferencing services. It is scalable with the ability to install multiple media servers to meet an organization's needs. The OpenScape Media Server can also act as a flexible alternative to hardware multipoint control units for video conferencing.

    UC, mobility, video and messaging provide a rich set of features

    OpenScape UC is the main unified communications engine that provides users with multiple ways to collaborate. Employees can connect with each other or customers via a desktop client, Web client, voice portal or mobile client.

    Advanced UC applications, such as Unify's mobile client, work with OpenScape UC to provide rich mobility features. With the mobile client, users can perform video calls, access presence services and conference calls, set their preferred device, and much more.

    The flexible per-user licensing lets organizations buy the exact number of licenses required to cover their needs. This helps lower costs and ensures complete use of all purchased licenses. Depending on a user's role, functionality can be added or removed with a few clicks via the administrative Web interface.

    OpenScape's ability to support 500,000 users makes it a top option for very large enterprises.

    OpenScape UC can also be integrated with Microsoft Outlook, IBM Lotus Notes and Google, so users can easily organize a meeting, conference call and more.

    Video conferencing is also supported. With the OpenScape desktop video conferencing software, users can conduct multiparty video conferencing. Full HD video rooms are also supported, along with HD-capable desktop clients, delivering a high-end, cost-effective video conferencing experience.

    OpenScape Xpressions is a Windows-based messaging application server supporting 64-bit Windows Server 2003 R2 SP2 Enterprise, Windows Server 2008 Standard/Enterprise and Windows Server 2012 R2 Standard. Xpressions supports enterprises' daily messaging needs through flexible and easy-to-manage services, including voicemail, fax, email and short message service.

    Xpressions can support voicemail for up to 20,000 users and unified messaging for 10,000 users, making it a scalable service for small and large enterprises. Advanced features include text-to-speech and speech-to-text conversions, message access via Web browser, and support for mobile and remote users.

    Contact center features visual workflow management

    OpenScape Contact Center is designed for mid-to-large contact centers supporting up to 7,500 active agents in a multiserver deployment model, or up to 1,500 active agents on a single server.

    The contact center service offers integration with OpenScape Voice and the rest of Unify's UC suite. Its advanced software handles routing of incoming calls and redirection to the correct agents.

    Unify's Agent Desktop allows multichannel interaction handling of calls, extending the contact center to experts and decision makers no matter where they are. This helps improve first-agent contact resolution and the overall customer service experience.

    The Contact Center Enterprise Manager desktop allows managers to have a visual and customizable console that helps them administer users and resources, design multisite routing and queue processing flows. It also provides real-time monitoring and reporting across all incoming channels, plus much more.

    OpenScape Contact Center includes the Design Center software for managers, which provides a visual workflow of incoming calls. With Design Center, managers can create and edit call flows and use a number of components -- such as time of day, source, destination routing and multisite routing -- to create a highly sophisticated design.

    Unify contact centers can handle inbound and outbound calls.

    Extending services beyond network boundaries

    The OpenScape Session Border Controller (SBC) is a cost-effective and secure service that extends voice and UC services to the mobile, home and remote office user. The SBC is available as a virtual appliance supported under the VMware platform, which helps reduce hardware costs and maintenance.

    OpenScape SBC can handle SIP trunk connections to telecom providers and interface with Skype Connect, while at the same time providing secure VPN services to mobile and remote users. The SBC supports up to 50,000 remote users and a maximum of 8,000 simultaneous SIP sessions.

    Since the SBC can support several services -- such as voice, VPN, network segmentation, SIP and RTP protocol inspection, and firewalling -- up-front costs are reduced dramatically, as it simplifies the network and WAN infrastructure requirements.

    OpenScape SBC can terminate multiple SIP telecom providers and perform least-cost routing to further reduce communication costs up to 80%.

    Services for small to midsized enterprises

    The OpenScape Enterprise Express targets midsize businesses with up to 2,000 users and offers the following packages: OpenScape Voice, UC, Xpressions, contact center and attendant console in a single orderable package.

    Unify offers multiple base packages that start with 25 and 200 users, though base packages do not include the contact center. If a business expands and requires additional licenses, it would need to order the appropriate package for the additional users.

    Connectivity with SIP providers is possible with the OpenScape SBC. Access to PSTN/ISDN telecom providers requires OpenScape Branch appliances, such as the 50i or 500i, which also offer site survivability services in case the main call manager is offline.

    The OpenScape Business service targets small to medium-sized enterprises with one or multiple sites and a total of 2,000 users. OpenScape Business is well-suited for organizations that would like to slowly transition from a classic telephony system to an IP-based UC service, as it can coexist with the existing telephony infrastructure.

    Depending on the organization's size, customers can select from four hardware OpenScape Business models: X1, X3, X5 and X8, for up to 500 users, or choose the server-based system OpenScape Business S, which is designed for larger installations with more than 500 users.

    All hardware models support a variety of voice interface modules enabling connectivity with telecom providers via ISDN BRI/PRI lines. SIP trunks are fully supported, and the maximum number of trunks depends on the model selected.

    Large enterprises need to ensure OpenScape fits their needs

    OpenScape offers two flavors of UC platforms: UC Smart and UC Suite.

    Depending on the system configuration and users, the UC software can run under the UC Booster Card and UC Booster Server, for up to 500 users, or can be included in the OpenScape Business S server-based solution that supports up to 1,500 users in a VMware environment.

    Both UC Smart and UC Suite offer an extensive amount of UC services via desktop software that integrates voicemail, softphone, presence, messaging and more. Mobility is made easy via Unify's myPortal app, which supports all popular mobile devices such as tablets, smartphones and other similar devices.

    Unify OpenScape offers a wide range of services for enterprises of all sizes. OpenScape's ability to support 500,000 users makes it a top option for very large enterprises. However, larger enterprises need to ensure the product can cover all their requirements.


    Trusted Options for Avaya Customers | killexams.com real questions and Pass4sure dumps

    Making a major business technology purchase isn’t something you can take lightly. And I don’t know anyone who would. It’s not the same as buying a new TV or a new phone. Those usually aren’t impulse decisions. You’ve done your research. But if it’s not what you want, you can quickly unplug the TV and exchange it for a different model. Or live with your new phone, call it mean names for the two years of your mobile contract, and make a different choice next time.

    But business technology decisions affect people, processes, budgets. Deploying new tech means dealing with transitions, integration, implementation, and all that goes with those. And unlike “behind closed doors” technology that lives in the secret work of network admins, unified communications touches everyone in your business – from your employees to your customers and everyone between. And your contact center? You don’t need me to tell you how important that is.

    These are the purchases that require trust: Trust in the products, trust in the vendor, and trust that your future needs are always part of the equation.

    These are the purchases that require trust: Trust in the products, trust in the vendor, and trust that your future needs are always part of the equation.

    Like making a purchase decision isn’t always simple, neither is deciding that it’s time to make one. Whatever brings you to shop for new tech is much more than an empty milk carton in the refrigerator. Maybe you fit into one of these scenarios:

  • You’re a new org with a blank page and get to build your setup from scratch.
  • You’ve long struggled with a pieced-together system, but now it’s time to step up to a fully integrated platform.
  • You’ve worked with a vendor for a long time, but you’re not confident in the company’s longevity. Or it’s not keeping up with what competitors have to offer.
  • You just did all that due diligence and homework. You wrote a hefty check. Now, all of a sudden, there’s a change in your vendor’s status.
  • Whatever the reason, it’s rarely easy. And somehow, if you’re a linchpin in the decision process, you’ll lose some sleep along the way. (If not you, someone on your team will…) Personally, I’m a fan of sleep. I like it. It’s important. Let us help you minimize that lost sleep.

    Let’s not dance around it. Avaya’s recent announcements have put a lot of people into the decision process. Change and uncertainty usually do.

    Let’s not dance around it. Avaya’s recent announcements have put a lot of people into the decision process. Change and uncertainty usually do. So then, what to do next? I’m not bold enough to say, “Hey, come on over and write me a check right now.” That’s not how this works. It’s not an overnight decision. You have to figure out who you trust with your unified communications and customer care solutions. And to get there means asking a lot of questions – and getting the answers you need.

    Trust Cisco for Unified Communications

    The industry recognizes Cisco as a leader in unified communications. We have over 15 years of experience implementing solutions for organizations of all sizes across industries, worldwide. And we don’t sit still. We’re focused on a cycle of constant innovation to improve everything we do, always emphasizing the user experience.

    Does Cisco offer unified communications solutions? Yes. We have comprehensive, fully supported unified communications solutions based on proven voice, video, messaging, and mobility. We offer a range of cloud, on-premises, hosted, and hybrid solutions, including Cisco Spark, Cisco Business Edition packaged solutions, and customer care.

    What should I do if I’m considering a move from my current vendor? This is a great time for a conversation with us. Together with our extensive network of partners, we’re available to talk you through your particular concerns, help you come up with development plans, and mitigate risks as you move forward.

    Are there special programs to help me move to Cisco? We have several programs to help you move to Cisco, from technology migration discounts to try-and-buy offers and adoption services. Our partners can advise you regarding which ones best suit your needs.

    What are some of your differentiators against Avaya? Cisco is leading the industry, with significant investments in on-premises, cloud, and hybrid unified communications solutions.

  • Innovation: Cisco Spark is helping to change the way people communicate and get things done with meetings, messaging, and calling in one platform.
  • Options: You have choices of how to bring our solutions into your organization. Depending on your needs, you might go with one of our Business Edition packaged collaboration solutions or work with a partner for a hosted collaboration solution.
  • Depth: If you are looking for advanced call control or customer care capabilities, we have solutions for businesses of any size.
  • Flexibility: The Cisco Spark Flex Plan decouples the deployment platform decision from the purchase decision so you can migrate to cloud collaboration on your own schedule.
  • What are the differences between the Business Edition packaged solutions? It’s all about you and what you need.

  • If you’re an enterprise with sophisticated unified communications requirements, consider Cisco Business Edition 7000. It’s a great fit for organizations with over 1000 employees. It comes preloaded with unified communications, contact center, mobility, video, paging, Emergency Responder, and more. It is a modular, scale-out solution. You might also want to consider an Enterprise Agreement.
  • For midsized organizations with up to 1000 employees, Cisco Business Edition 6000 could be a great replacement for existing Avaya unified communications platforms. It’s a complete solution with unified communications, contact center, mobility, video, paging, Emergency Responder, and more. It’s a comprehensive and flexible solution.
  • Cisco Business Edition 4000 provides essential voice and voicemail services, with easy-to-use management tools at an affordable price. It’s a great option if you have between 25 and 200 devices (such as phones). And it’s a great replacement for an existing Avaya IP Office system. To keep things simple, installation and ongoing management take place via the cloud.
  • Do Cisco solutions work alongside our existing Avaya investments? Our partners have great experience migrating from Avaya to Cisco and can work with you to plan your migration. We believe an end-to-end Cisco solution delivers the best experience and increases the effectiveness of communications and collaboration in your organization. But, we realize that you may need a phased approach.

    What support can you offer? Our services team can help you plan every step of your journey, from planning, design, implementation, and adoption to ongoing support. Once your system is running, Software Support Service (SWSS) provides access to upgrades and global 24×365 access to our Technical Assistance Center. Cisco Smart Net Total Care™ Service provides options for 2-hour, 4-hour, or next-business-day advance hardware replacement. Likewise, our partners also offer a wide range of value-added services.

    Find a collaboration partner with the partner locator tool.

     Trust Cisco for Your Contact Center

    Cisco has been in the contact center business since 1999. Depending on region and market share reports, Cisco is either number 1 or number 2 in the contact center platform segment. Our portfolio covers the needs of contact centers from small to very large. Deployments include market leaders in all industries and more than 27,000 individual contact centers.

    Have you migrated large Avaya customers to Cisco contact centers? Yes. In fact, a significant percentage of new Cisco contact center customers are existing Avaya contact center customers, including many deployments of more than 10,000 seats.

    Avaya says Cisco is dependent on third parties — is that true? Yes. Digital transformation is a value chain play that can’t be accomplished via a single vendor. That’s why we focus on extensibility to valuable third-party solutions via a strong set of open APIs and interfaces.

    How do you minimize risk in moving from Avaya to Cisco? We’ve developed extensive expertise in migrating customers from Avaya environments to Cisco. That expertise allows us to reduce risk and translate your specific Avaya solution to Cisco.

    How long would an Avaya to Cisco migration take? As you’d expect, it depends on the size and complexity of your current Avaya environment. A Cisco environment can be up and running in as little as 90 days.

    Does Cisco have a cloud contact center solution? Yes. Cisco Hosted Collaboration Solution for Contact Center is a version of Cisco Unified Contact Center Enterprise designed for hosting by service providers and other cloud partners. It provides the same capabilities as our enterprise on-premises solution in a per-agent/per-month consumption model.

    Are Avaya’s existing applications, such as Avaya WFO, compatible with Cisco’s platform?Yes. Our ecosystem partners — such as NICE, Verint, and Calabrio — have WFO-compatible solutions that have been certified and tested, and that interoperate with both Cisco and Avaya.

    Can you help us maintain and manage an Avaya platform and existing third-party applications during a transition? Yes. Cisco and our partners can support migration, day-2 support, and manage and maintain an Avaya solution.

    Do you have applications similar to Avaya CMS, Call Vectoring, and Session Manager? Yes. Cisco has a mature platform with equivalent or more robust capabilities due to a more modern architecture that provides greater inherent extensibility. The following table provides examples of baseline capabilities between the two companies. One significant difference: Cisco builds many of these capabilities directly into the base solution, whereas Avaya requires add-ons.

    What is your global presence? Our contact center solutions have wide market presence in every operating region of the world. Our installed base scales from small contact centers to large virtual and global customer care centers. Our partners include large global as well as regional players.

    Get Gartner’s perspective. Gartner positioned Cisco as a leader in all five Gartner Magic Quadrants in which Cisco Collaboration participated — including those for unified communications and contact center.

    Share:


    AudioCodes Ltd (AUDC) Q4 2018 Earnings Conference Call Transcript | killexams.com real questions and Pass4sure dumps

    Logo of jester cap with thought bubble.

    Image source: The Motley Fool.

    AudioCodes Ltd  (NASDAQ:AUDC)Q4 2018 Earnings Conference CallJan. 28, 2019, 8:30 a.m. ET

    Contents:
  • Prepared Remarks
  • Questions and Answers
  • Call Participants
  • Prepared Remarks:

    Operator

    Greetings, and welcome to the AudioCodes Fourth Quarter and Full Year 2018 Earnings Conference Call. At this time, all participants are in listen-only mode. A brief question-and-answer session will follow the formal presentation. (Operator Instructions) As a reminder, this conference is being recorded.

    I would now like to turn the conference over to Allison Soss with Investor Relations. Please go ahead, Allison?

    Allison Soss -- Investor Relations

    Thank you. I would like to welcome everyone to AudioCodes' fourth quarter 2018 earnings conference call. Hosting the call today are Shabtai Adlersberg, President and Chief Executive Officer; and Niran Baruch, Vice President, Finance and Chief Financial Officer.

    Before we begin, we'd like to remind you that the information provided during this call may contain forward-looking statements relating to AudioCodes business outlook, future economic performance, product introductions and plans and objectives related thereto, and statements concerning assumptions made or expectations as to any future event, conditions, performance or other matters are forward-looking statements as the term is defined under the U.S. federal securities law.

    Forward-looking statements are subject to various risks, uncertainties and other factors that could cause actual results to differ materially from those stated in such statements. These risks, uncertainties and factors include, but are not limited to, the effect of current global economic conditions and conditions in general and in AudioCodes' industry and target market; in particular, shifts in supply and demand; market acceptance of new products and the demand for existing products; the impact of competitive products and pricing on AudioCodes' and its customers' products and markets; timely product and technology development, upgrades and the ability to manage changes in market conditions as needed; possible need for additional financing; the ability to satisfy covenants in the company's loan agreements; possible disruptions from acquisitions; the ability of AudioCodes to successfully integrate the products and operations of acquired companies into AudioCodes' business; and other factors detailed in AudioCodes' filings with SEC, the U.S. Securities and Exchange Commission. AudioCodes assumes no obligation to update the information.

    In addition, during the call, AudioCodes will refer to non-GAAP net income and net income per share. AudioCodes has provided a reconciliation of non-GAAP net income and net income per share to its net income and net income per share according to GAAP in its press release and on its website.

    Before I turn the call over to management, I would like to remind everyone that this call is being recorded, and an archived webcast will be made available on the Investor Relations section of the company's website at the conclusion of this call. The call will also be archived on our Investor Relations app, which is available for free in the iTunes App Store and in the Google Play market.

    With that said, I would now like to turn the call over to Shabtai Adlersberg. Shabtai, please go ahead.

    Shabtai Adlersberg -- President and Chief Executive Officer

    Thank you, operator. Good morning and good afternoon everybody. I would like to welcome all to our fourth quarter and full year 2018 conference call.

    With me this morning is Niran Baruch, Chief Financial Officer and Vice President of Finance of AudioCodes. Niran will start off by presenting a financial overview of the quarter. I will then review the business highlights and summary for the quarter and the full year, and then discuss trends and developments in our business in the industry. Finally, we will present our outlook for 2019. We will then turn it into the Q&A session. Niran?

    Niran Baruch -- Vice President, Finance and Chief Financial Officer

    Thank you, Shabtai, and hello, everyone. As usual, we will be referring to both GAAP and non-GAAP numbers on the call. The non-GAAP P&L metrics exclude recurring non-cash items. Today's earnings press release contains a reconciliation of supplemental non-GAAP financial information.

    Revenues for the fourth quarter were $45.8 million, up 2.8% from the prior quarter and up 10.5% compared to the fourth quarter in 2017. Full year 2018 revenues increased by 12.4% to $176.2 million. Services revenues for the fourth quarter were $15.1 million, accounting for 33% of total revenues. On an annual basis, services revenues increased by 14.4% from the previous year. Deferred revenues balance as of December 31st, 2018 was $49.2 million compared to $39.4 million as of December 31st, 2017.

    Revenues by geographical region for the quarter were split as follows: North America, 46%; Central and Latin America, 5%; EMEA, 33% and Asia Pacific, 16%. Our top 15 customers in aggregate represented 70% of revenues in the quarter, of which 55% are attributed to our nine largest distributors.

    Gross margin for the quarter was 62.6% compared to 63.1% in Q4 2017. Non-GAAP gross margin for the quarter was 63% compared to 63.6% in Q4 2017.

    Operating income for the quarter was $5.1 million compared to an operating income of $3.2 million in Q4 2017. Full year 2018 operating income was $16.4 million. On a non-GAAP basis, quarterly operating income was $6.3 million or 13.7% of revenues compared to an operating income of $4 million in Q4 2017. Full year 2018 non-GAAP operating income was $20.6 million.

    Net income for the quarter was $4.5 million or $0.15 per share. Full year 2018 net income was $13.5 million or $0.45 per share. On a non-GAAP basis, quarterly net income was $6.3 million or $0.20 per share compared to net income of $3.8 million or $0.12 per share in Q4 2017. Full year 2018 non-GAAP net income was $20 million or $0.65 per share, compared to $12.2 million or $0.37 per share in 2017.

    Our balance sheet remains strong. At the end of December 2018, cash, cash equivalents, bank deposits and marketable securities totaled $65.4 million. Days sales outstanding as of December 31, 2018 were 40 days. Operating cash flow generated during the quarter was $11.6 million and $25.6 million for the full year 2018.

    During the quarter, we acquired 250,000 of our ordinary shares for a total consideration of $2.8 million. As of December 31, 2018 and since we began to repurchase our shares in August 2014, we had acquired an aggregate of 17.6 million shares for an aggregate consideration of approximately $34.1 million.

    In January 2019, we received court approval in Israel to purchase up to an aggregate of $12 million of additional ordinary shares pursuant to our share repurchase program. The current court approval for share repurchases will expire on July 1, 2019.

    The Board of Directors today declared a semi-annual cash dividend in the amount of $0.11 per share and in aggregate amount of approximately $3.2 million. We expect to continue declaring semi-annual dividends in coming years.

    We continue to expect topline revenue growth and operating margin expansion in 2019. We expect revenues in the range of $190 million to $197 million, and non-GAAP diluted earnings per share of $0.76 to $0.81.

    I will now turn the call back over to Shabtai.

    Shabtai Adlersberg -- President and Chief Executive Officer

    Thank you, Niran. We are pleased to report record financial results for the fourth quarter and full year 2018. 2018 has been the third consecutive year of growth for AudioCodes, and in many respects, our best year ever.

    Touching on some of the highlights of the performance in the fourth quarter on a year-by-year basis, revenues grew 10.5%, EBITDA grew to $6.8 million compared with $4.4 million in fourth quarter 2017. That's an increase of close to 54%. Net income grew close to 65% on a year-by-year basis. Clearly, this is strong performance on the quarterly -- year-by-year.

    Now to the annual perspective, while growth in annual revenue in previous two years was 4.2% and 7.7% year-over-year, growth in 2018 was a record 12.4%. Same goes for the annual operating income, which grew from 7.2% into 2016 to 8.2% in 2017, leaping to 11.7% in 2018. EBITDA grew to $22.2 million in 2018 compared to -- I'm sorry, compared to $14.5 million in 2017, again an increase of 53%. Earning wise, we reported $9.4 million in 2016, $12.2 million in 2017, and a record $20 million for 2018, a leap of more than 100% in two years. Swapping (ph) earnings per share, we reported $0.26, 2016; $0.37 in 2017; and now $0.65 for 2018. Again a fantastic year of growth and performance.

    Entering 2019, and based on the input so far, we do not anticipate any change in the business trends going forward. At this stage, we continue to see strong underlying trends that should keep the momentum in our business in years to come.

    The strength of our business is related to two fundamental key trends, which support our continued business momentum. The steady evolution in growth in the underlying markets we serve, first, is the global digital transformation trend to move in the enterprise toward the digital workplace; and the second one is the global transition of networks to all-IP.

    Key to our success in 2018 is the consistent progress in our networking business, which grew 13.8% year-over-year to $162.8 million, and which accounts to about 92% of our business in 2018. The major factor backing this growth is the strength in the UC-SIP business, which grew above 30% in 2018, to a level of above $90 million per year. At the same time, we enjoyed a solid and stable gateway business, which declined earnings slightly, and as stated, it's around $60 million per year. This is substantially due to the ongoing evolution in global migration of the PSTN to all-IP.

    In our UC-SIP business, we saw nice progress among all of these components including ESBC, our business routers line, the IP phone line, our One Voice Operations Center, management suite, and products related to our Microsoft Skype for Business and teams. Global Services also demonstrated very solid growth and strength. I will touch that point later on. The main driver behind the strong growth in our UC-SIP business were the continued growth in the enterprise voice, connectivity in the enterprise voice area and infrastructure for Unified Communication, Unified Communications as a service and the Contact Center markets.

    As mentioned on our previous calls, key to that solid performance in these segments for several years now is the fact that we became the partner of choice for our customer premises equipment in many of the leading all-IP and UC application in the enterprise and service provider space. We are confident that this leading position in our CPE business will prevail in coming years.

    Providing a quick outlook into first quarter 2019, I'm glad to know that at this stage the trend in our business continues in January, the first month of this quarter.

    Now to some -- to very key developments in 2018, the evolution or ability to generate operating cash flow from activities and deferred revenues. In the past three years, in 2015, '16 and '17, we generated more than -- about $17 million to $18 million a year. 2018 has been outstanding in that respect. We have been able to generate $25.6 million in 2018.

    Same goes to our deferred revenues, which continue to grow at a very steady pace. We started out in 2013 with merely $16.4 million. 2017, we saw $39.4 million; and at the end of 2018, we saw $49.2. That's an increase of 25%. So, strength in operating cash flow and strength in deferred revenues tell you the story for AudioCodes for the future to come, we will keep growing.

    Touching some other financial KPIs, OpEx was increased pretty much according to plan, and headcount was relatively stable, we are -- around 705 employees.

    Touching on our sales front, on a quarterly level, fourth quarter was very successful. We basically achieved above our stated plan. Generally, sales performed very well to and above the target. Remarkably performed very well were North America enterprise, North America service providers and several countries in Western Europe.

    If we touch the annual level on sales, in 2018, again sales performed very well to and above the target. That was a record year for AudioCodes since inception. Again, the best performing regions on an annual level were North America service providers and several countries in Europe.

    Touching on one key business, the Microsoft space, last year in 2018, business reached above $70 million that is a leap of more than 30% from the year ago, which ended at about $55 million. Fourth quarter showed similar such growth trends. We saw growth of 30%.

    All in all, we have seen in the markets of space, a migration focused from Skype for Business to Teams. Teams is getting warm reception in the market. And in 2018, we generally been quite busy adapting our One Voice solution products to Teams from our current Skype for Business portfolio. We started in mid-2018 with migrating that growth as we see, and we plan to complete the transition by mid-2019 with other components of the One Voice solution.

    As for why would that -- positive above trends in these markets, well, in December 2018, SmartWORKS released the results of a survey examining the adoption of collaborating chat applications in businesses across North America and Europe. Skype for Business continues to hold the number one spot with 44% of businesses.

    Focus is that by the end of 2020, Skype for Business will be used by 53% of the users. Teams just starting out two years ago, today we see about 21% of businesses using Microsoft Teams up from just 3% in 2016. Looking forward at the end of 2020, it is forecast that Teams will grow from 21% to 41% of users to use Microsoft Teams. That tells you the potential we have in our business going forward.

    I'll just mention one more data point there, if you look on a worldwide basis, well, penetration of Unified Communication and Unified Communication as a Service was about 20% in North America, and only about 4% on a global basis. There is much to be achieved in coming years. We see accelerated adoption in North America growing beyond 4% a year and same goes for the global expansion.

    About Microsoft Teams, we see early signs that Microsoft will balance the use of Teams and Skype for Business in a coexistent mode. This presents good opportunity for us in 2019 to keep selling in the Skype for Business server space and in the hybrid topologies. We have many more plans to invest heavily in 2019 into Microsoft Ecosystem in various areas to capture the potential that I've just stated about a minute ago.

    Going into the Session Border Controllers, that is a key component far UC-SIP. Session Border Controllers grew north of 25% year-over-year. Same goes for the fourth quarter of 2018, a very healthy business line. On the geo split, we have seen almost equal deployment percentages. We have seen about 30% -- close to 35% in North America. In West Europe, we've seen between 30% and 35%. Asia Pacific was about 15%, and some of the parts of the world capturing smaller percentages.

    In terms of what was the key activity in 2018, so we have been able to increase our service provider market share. We have deployed managed Enterprise Session Border Controllers and carrier ESBC. We have penetrated into the -- also its contact center space. We have started to work with several key leading vendors in that space. We cannot name our partners. We have deployed in those offset contact center space, technologies such as Virtual SBC, WebRTC, et cetera.

    We also have deployed SBC in public clouds. We've been the first to deploy decompose Session Border Controllers on AWS, on Amazon, and then we've been the first to be certified on Microsoft Azure, direct route SBC. So plenty of growth in 2018.

    Going to the key themes that will dictate our priorities in 2019, in the SBC space, we will invest heavily in cloud SBC, in WebRTC that will streamline voice connections over the internet in good quality of service, and then we'll keep investing in the Microsoft Teams. We will invest also into the service provider business both access and interconnect, security application, transcoding application, et cetera.

    Side by side, with our success in Microsoft and the SBC, we've been able to be quite successful in the service provider part of the business. We saw continued growth of SIP trunking, UC as a service, and deployment of CPE devices and continuation of this transition to an all-IP world. All in all, revenues in the service provider segment grew about 40%, and we do see increased and continued growth in 2019. We've been able to win some very promising significant design wins in the fourth quarter of 2018. Among them, two Tier 1 service providers in Europe and one Tier 1 service provider in North America. All in all, we are very successful mainly in the EMEA, mainly in Germany, and few more countries.

    Getting to our annual service booking, services are very strong leg in our evolution. Basically, services this year capturing about one-third of the company revenues in 2018, global services grew 14.4% to $56.3 million. Services bookings grew 18.6% with professional services bookings growing to 20%. So, a very nice increase in 2018, about 18.6%, and professional services contributing much of that growth.

    Now back to our guidance that Niran provided earlier. We feel very confident in our ability to continue and perform in 2019. All in all, the business strength and our execution allows us to be fairly confident in our -- providing guidance for the new year. As Niran mentioned, the mid range for revenue growth would be around 10%. So, our guidance is from $190 million to $197 million. In terms of earnings, we guide -- we would plan for at least -- a growth of at least 20% in our earnings in 2019, again coming out of the $0.65 in 2018, we now guide for the range of $0.76 to $0.81 in 2019.

    And with that, I have completed my introduction. Operator, we're good to go into Q&A session.

    Questions and Answers:

    Operator

    Thank you. At this time, we'll be conducting a question-and-answer session. (Operator Instructions) Thank you. The first question comes from the line of Rich Valera with Needham & Company. Please proceed with your question.

    Richard Valera -- Needham & Company -- Analyst

    Thank you. Congratulations, Shabtai, on the nice results and outlook. You mentioned service provider several times in your comments. It sounds like service provider was an area of strength in '18 and as you move into '19. And I just wanted to clarify, it sounded like you mentioned three specific Tier 1 service provider wins. I was just trying to understand if those were during '18 or if those were once you had already won during '19? And what do you attribute your sort of increasing strength with service providers too, if you could speak on it? Thank you.

    Shabtai Adlersberg -- President and Chief Executive Officer

    Sure. Thanks, Rich. All in all, yes, service provider segment was very strong in 2018, grew more than 40%. Basically it's a segment where our ability to penetrate new service providers is basically kind of limited to no more than between five to 10 new service provider a year. However, each of these service provider being a large one will contribute many millions over several years. Now in 2018, we have been able to add more wins. I've mentioned three of them, two in Europe; two Tier 1 service provider in two different countries in Europe, and then we've mentioned one service provider in the US, although our new wins are not wins that we have done before.

    Richard Valera -- Needham & Company -- Analyst

    Got it. And can you give any more color on sort of what is driving that stronger service provider business? Is it something in your portfolio that's different this year or something that's changing in their requirements?

    Shabtai Adlersberg -- President and Chief Executive Officer

    Yeah. Well, it's a process. It's a process that we invested for the past five years, seven years in building as much as complete portfolio of products for the service provider space, mainly customer premises equipment, CPE products. We keep improving our performance on our routing capability, on adding more features, on supporting the new technologies in the Wide Area Network's access. So, it's really more the very mature, very advanced portfolio. We do not see much competition there. Obviously, Cisco is in the space, few more little companies there, but our investment shows us that we are making products in that space, and we should be well based in that segment for the next five years, seven years now, very hard to see any of our deals that will penetrate that space shortly.

    Richard Valera -- Needham & Company -- Analyst

    Got it. And then on the UC-SIP business, another very strong year. It sounds like 30% plus growth there, and was better than kind of the 20% plus, I think, you've been looking for heading into the year. Can you give us a sense of how you see that business, actually the growth rate of that business going forward? Is it sustainable in kind of that 20% or better range? And any color on the Teams for Skype for Business dynamic? I know it sounds like you're thinking they're going to be in a co-existence mode. I guess a quarter ago, you told that Teams still have a couple of quarters before it was really kind of up to speed, but maybe that has changed. So just any color on the Teams for Skype for Business dynamic would also be appreciated. Thank you.

    Shabtai Adlersberg -- President and Chief Executive Officer

    Right. Yes. So, yes, we generally guide for UC-SIP to grow between 15% and 20% a year. Indeed, 2018 was a surprise. We saw much better growth. At this stage, it's difficult to assume that we would be able to repeat that 30% growth rate in 2019. But we definitely believe we'll do at least 20%. Basically all of the components in that business line, if you take Session Border Controllers which grew 25%, the phone business which grew nicely above 40%, the MSBR business which grew close to 50%, the management -- the Voice Management Suite product goes into Microsoft space. So we have reason to believe that we will see 20% and north of that in 2019.

    As to Teams, yes, we said, and we do see that in the field. We believe the Teams will be much more mature for voice deployments starting in mid-2019. Everybody is investing at this stage, ourselves and our competitors. We definitely do see -- where as the growth, you know interestingly enough, while the emphasis moved from Skype for Business into Teams earlier in the year, we still saw very strong year in Microsoft space for Skype for business, which means that large companies, which invested already in that space will keep investing. Obviously, majority of our investment these days goes now into Teams and we should be able to play, you know as you've mentioned, the co-existence play between premises deployment and Teams deployment.

    Richard Valera -- Needham & Company -- Analyst

    Okay, very good. Thanks for that. I'll get back in the queue. Thank you.

    Shabtai Adlersberg -- President and Chief Executive Officer

    Sure. Thank you.

    Operator

    Thank you. At this time, I will turn the floor back to management for closing remarks.

    Shabtai Adlersberg -- President and Chief Executive Officer

    Okay. Thank you, operator. I'd like to thank everyone who attended our conference call today. With continued good business momentum and execution in 2018, we believe we are on track to achieve in 2019 another year of growth and expansion for our business. Continuing to invest in our markets, we believe we will be paving the road for further growth in future years. We look forward to your participation in our next quarterly conference call. Thank you very much. Have a nice day. Bye-bye.

    Operator

    Thank you. This concludes today's conference. You may disconnect your lines at this time. Thank you for your participation.

    Duration: 33 minutes

    Call participants:

    Allison Soss -- Investor Relations

    Shabtai Adlersberg -- President and Chief Executive Officer

    Niran Baruch -- Vice President, Finance and Chief Financial Officer

    Richard Valera -- Needham & Company -- Analyst

    More AUDC analysis

    Transcript powered by AlphaStreet

    This article is a transcript of this conference call produced for The Motley Fool. While we strive for our Foolish Best, there may be errors, omissions, or inaccuracies in this transcript. As with all our articles, The Motley Fool does not assume any responsibility for your use of this content, and we strongly encourage you to do your own research, including listening to the call yourself and reading the company's SEC filings. Please see our Terms and Conditions for additional details, including our Obligatory Capitalized Disclaimers of Liability.

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