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7595X | Avaya Surge Solution Integration

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7595X - Avaya Surge Solution Integration - braindump

Vendor Avaya
Exam Number 7595X
Exam Name Avaya Surge Solution Integration
Questions 63 Q & A
Recent Update March 12, 2019
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7595X exam Dumps Source : Avaya Surge Solution Integration

Test Code : 7595X
Test Name : Avaya Surge Solution Integration
Vendor Name : Avaya
Q&A : 63 Real Questions

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Avaya Avaya Surge Solution Integration

Digital Communications Transformation In 2019: AI, Biometrics And more | killexams.com Real Questions and Pass4sure dumps

firms are allocating large amounts of funding towards digital transformation -- with the average IT skilled estimating more than $1 million for his or her firm -- yet a regarding percentage don't seem to be convinced with their progress. research by way of McKinsey & business suggests that best sixteen% of corporations agree with their digital transformations have successfully more desirable efficiency and geared up them to preserve long-time period adjustments.

Time and time again, we see here's because of a scarcity of enterprise communications transformation. stories have found that fragmented communications can waste as tons as one hour per day per employee, costing lots of of heaps in misplaced productivity.

What's extra, about 75% of personnel surveyed through Gallup admit they suppose disconnected, with 37% of those surveyed by Dynamic sign attributing this to interior silos that stifle workforce communications. because of this, we’re seeing extra organizations restructuring communications to raise efficiency, enhance engagement and have faith, and greater align employees throughout the business.

It seems 2019 will (finally) be the year of communications transformation necessary for sustainable exchange and long-time period success. So, what should still we center of attention on?

Enterprisewide Communications Integration 

To enhance the experiences they deliver, corporations should be inclined to include digital transformation. at the heart of here's the digital conversation -- an impressive driver of company satisfaction, loyalty and advocacy. getting to know this dialog requires communications infrastructure transformation to enable for the seamless adoption of subsequent-gen applied sciences that help bring quicker, more clever and extra adaptive experiences.

however this is best step one. When it involves the digital conversation, groups should still harness the energy of technologies like synthetic intelligence (AI) and behavioral analytics to benefit a deeper realizing of what makes for an outstanding event. From there, corporations can strategically use those equipment to boost the journey at every stage of engagement.

This requires a profound level of communications integration for gaining a contextual view of the client adventure: contact center applied sciences, key application methods and consumer relationship administration (CRM) databases; each typical and digital communication channels; and cloud options for more desirable agility and suppleness.

companies can have a real digital conversation once this transformation of business communications is finished. conclusion-to-conclusion communications integration is key; groups can not support siloed transformation efforts.

AI And Biometrics

Some buyers prefer traditional mobilephone when it comes to customer provider, believing it to be the most constructive option to get the most useful reply right away. Yet, on the identical time, we continue to look turning out to be acceptance of and demand for digital applied sciences like AI-enabled chatbots and biometrics. I trust businesses will more and more embrace these improvements to proceed improving the experiences they convey, making such tactics as authentication and repair delivery smarter and greater effective from birth to finish.

It’s critical, youngsters, that these technologies are utilized most effective as they healthy into customers’ favorite methods of doing company. agencies must be careful to put in force these options in approaches consumers expect and are relaxed with. This may include the seamless escalation of voice to chat or biometrics as an optional layer of conclusion-user safety.

From an organizational standpoint, these technologies present proven advantages and return. in keeping with a fresh record from Teradata, 46% of agencies are already seeing an increase in profits when AI is utilized to consumer provider. We may see agencies increasingly leveraging AI to benefit extra immediate context on the place a client is along the service adventure, as well as greater quickly access verification and identification counsel.

Biometrics, in the meantime, provides an added layer of validation intelligence that should be crucial to the consumer adventure relocating forward. imagine, as an instance, being able to decipher a caller’s id in milliseconds, whether it’s the account holder, a significant other or a person else using the equal quantity. This degree of sophistication in regard to area can additionally enhance efforts to reduce or get rid of average security questions that lengthen transactions and frustrate buyers. each iOS and Android are working to add superior location capabilities which will complement this degree of biometrics within the close future.


A contemporary study from Dynatrace found that "IT teams now spend a normal of 29% of their time dealing with digital efficiency problems; costing their employers $2.5 million annually." organizations want less difficult structure features for greater managing communications transformation, and that they’re turning to microservices to do it.

effortlessly put, microservices (or microservice structure) is a versatile and far extra aggressive components of establishing scalable application techniques. The approach breaks functions down into their smallest add-ons, making them simpler to build and preserve. The Dynatrace examine additionally discovered that 88% of CIOs marked microservices as a key technology funding for their company. In 2019, we’ll doubtless see extra organizations building custom, communication-enabled apps and workflows that meet certain business, user and vertical needs.

agree with microservices at work in industries like fitness care and hospitality. Hospitals can enhance care group coordination by using automatically routing alerts to the correct grownup on the right second to enhance response times and fitness outcomes. hotels can construct a customized service that seamlessly populates key information into the property management equipment to streamline and enrich visitor procedures.

As individuals, tactics and capabilities basically alternate, becoming extra dynamically related, microservices will be key for reinforcing customer engagement and consumer event. companies can set themselves up to guide any-to-any communication by using transitioning to extra agile, bendy frameworks that drive digital transformation. in this means, they could do everything from strengthening and unifying each the consumer and employee journey to working sooner, smarter and with more resiliency.

I agree with 2019 could be marked by way of radical communications transformation with a core focal point on communications integration, AI and biometrics, and microservice architecture. now's the time to get on board.

Komutel's Kontact, a Contact middle answer, Now Rated "Avaya Compliant" | killexams.com Real Questions and Pass4sure dumps

- Helps corporations to manage their inbound and outbound calls conveniently of use, velocity, and adaptability while maximizing productivity and service exceptional.

ST-GEORGES, QUÉBEC--(Marketwired - can also 10, 2016) - Komutel, a leading unified verbal exchange solution developer, nowadays introduced that Kontact, its Contact center solution, is compliant with key collaboration options from Avaya, a world provider of business communications software, methods and services.

Kontact, a Contact core solution, helps groups to manage their inbound and outbound calls without problems of use, speed, and flexibility while maximizing productivity and repair first-class. The application is now compliance-validated by means of Avaya for compatibility with IP workplace Server edition release 9.1 and IP office 500 V2 release 9.1 by way of TAPI.

Komutel is a expertise accomplice in the Avaya DevConnect program-an initiative to develop, market and sell imaginative third-celebration products that interoperate with Avaya technology and extend the price of a corporation's funding in its community.

As a technology associate, Komutel is eligible to put up items for compliance checking out by means of the Avaya solution Interoperability and check Lab. There, a team of Avaya engineers develops a comprehensive verify plan for each and every utility to assess even if it's Avaya appropriate. Doing so makes it possible for groups to confidently add most advantageous-in-category capabilities to their network without having to replace their present infrastructure-rushing deployment of new applications and cutting back both community complexity and implementation costs.


"we are very proud that our answer Kontact has handed compliance checking out with the Avaya platform. Kontact optimizes customer event at all stages and becomes the important thing to effective communications. With completion of compliance checking out, customers can install Kontact with confidence that it has been confirmed in an Avaya lab."

-- Richard Poulin, CEO, Komutel

"Komutel Kontact has passed through formalized interoperability testing," referred to Eric Rossman, vice president, developer relations, Avaya. "Working with independent expertise companies to investigate compatibility during the Avaya DevConnect application helps us ensure that Avaya consumers can confidently upgrade and leverage the latest applied sciences from Avaya."

-- Eric Rossman, vp, Developer family members, Avaya

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About Avaya

Avaya is a leading provider of options that permit consumer and crew engagement throughout numerous channels and gadgets for better consumer experience, multiplied productivity and more suitable financial performance. Its world-classification contact centre and unified communications technologies and services are available in a large choice of bendy on-premise and cloud deployment alternatives that seamlessly integrate with non-Avaya purposes. The Avaya Engagement environment enables third events to create and customize enterprise purposes for aggressive talents. Avaya material-based mostly networking options aid simplify and accelerate the deployment of company-essential purposes and features. For extra advice please talk over with www.avaya.com.

About Komutel

Komutel is an enterprise verbal exchange software Developer, specializing within the building and marketing of open-ended and inventive solutions in the telecommunications sector. Komutel, leader in community and platform integration options (IT, VoIP, UC, Voice Mail, Mobility, Radio), is a identified provider of consumer-friendly, versatile and price delivered options. Komutel purchasers span across many business sectors comparable to health Care, Finance, coverage, Public safeguard, training and more. Komutel "Kloud" options' portfolio comprises: call core applications, Inbound Intelligence Integration, CDR reporting, pc Consoles, IVR, call Recording, in addition to numerous enterprise particular modules, respectively maximizing communique performance in their business sectors. Komutel suite of products, obtainable in the "cloud" or as a premise based, reinvents the basics and adds gigantic customers' unified communications solutions. For more counsel, talk over with our site: www.komutel.com.

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

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

Cloud-based mostly deployments deliver new operational intelligence capabilities to more contact centers to transform consumer experience

Avaya engage®2019-- Avaya Holdings Corp. (AVYA) and Verint programs Inc., The customer Engagement enterprise ™, (NASDAQ: VRNT) today introduced a spread of their partnership to introduce cloud deployments for Avaya personnel Engagement administration, enhancing customer experience via operational intelligence in the contact middle. Avaya‘s suite of body of workers engagement capabilities will also be deployed in any manner from on-premises to cloud capabilities supporting public, deepest or hybrid deployment fashions.

Verint and Avaya, strategic companions for virtually 15 years, currently deliver omnichannel and voice contact center and WEM options to tens of thousands of consumers international, starting from small-to-medium groups (SMB) to giant companies with thousands of seats. Avaya and Verint are expecting that their current providing will proceed to satisfy a wide range of customer requirements, and ongoing co-building will extra expand WEM capabilities.

Avaya IX group of workers Engagement is a new providing delivered as a part of the Avaya intelligent Xperiences - or Avaya IX - answer naming architecture unveiled this week at the enterprise’s annual have interaction consumer group conference. in keeping with enter from purchasers and companions, the new naming will streamline Avaya’s portfolio of options and mirror the wealth of event Avaya brings to endure for shoppers as they seriously change digitally and circulation their options into the cloud.

“Avaya and Verint coming together within the cloud to deliver a full range of consumption alternate options without sacrificing capabilities or addressability is a headline moment for their joint purchasers and for future cloud contact center projects,” stated Nancy Jamison, foremost Analyst client Contact, Frost & Sullivan. “here's a compelling cloud contact core present with strong WFO/WEM capabilities, and a significant soar forward to satisfy the wants of a transforming into market opportunity.”

Avaya IX workforce Engagement can provide the total spectrum of WEM performance together with voice name and screen compliance recording with full encryption, great monitoring, efficiency administration, personnel administration, speech analytics, consumer feedback and laptop procedure analytics. It comprises pause and resume controls to help with adherence to guidance protection compliance frameworks. valued clientele can observe these cloud services as a stand-alone Avaya IX personnel Engagement answer enabling latest installations of Avaya contact middle technologies. Alternately, call middle workloads can be migrated or implemented in the Avaya cloud alongside Avaya IX staff Engagement.

“The cloud consumption availability of Avaya IX body of workers Engagement helps our clients develop into vastly extra agile than ever before in effecting and realizing effects from the client event transformation,” mentioned Chris McGugan, Avaya Senior vice president, options and technologies. “Avaya IX team of workers Engagement allows for agencies to generate a faster ROI and simply add new capabilities to bolster team of workers engagement and productivity that enhances their client journey.”

“nowadays’s announcement additional extends the lengthy and a hit partnership between Verint and Avaya, and our purchasers can advantage from the deeper integration and joint R&D efforts to reinforce the consumption of Avaya IX team of workers Engagement alongside Avaya systems any place,” said John Bourne, Senior vice president, international Channels and Alliances, Verint. “Avaya IX personnel Engagement presents a full-featured, unified solution for both cloud and on premise contact centers to meet corporations’ entertaining wants and funds in a true consumption-based pricing mannequin, correct for huge, multinational firms and small to midsize corporations.”

Key advantages of Avaya IX workforce Engagement encompass:

Generate quickly Return on funding

  • Pay only for what is required; select a carrier equipment that meets your certain company necessities
  • minimize upfront investment and take expertise of utilization-primarily based pricing
  • immediately add new performance as it is needed
  • improve customer Engagement and productivity

  • Securely catch, analyze and shop customer and agent interactions to pinpoint areas of excellence and book improvements
  • help every agent become a superstar through interplay evaluations
  • Simplify working ambiance

  • make a choice from private, public, hybrid or combined cloud deployment
  • secure, obtainable and flexible ambiance
  • Dynamic elastic scaling and rapid provisioning
  • relaxed and compliant multi-tenant architecture within public cloud deployments
  • Get computerized utility updates and enhancements at no additional can charge or effort with out a disruption to company
  • Innogy, a big power company based mostly in Germany with greater than 38,000 personnel, recently chose the new Avaya IX workforce Engagement providing for its contact core. “We had been faced with an forthcoming sustainability resolution for our on-premise telephony solution with unique and complicated requirements from our business to satisfy the wants of the consumer,” referred to Andy Parkinson, Programme supervisor, Innogy business features UK. “We launched into an extensive internal evaluate and soft of our Contact center applied sciences and chose Avaya and Verint for his or her functionality, proven event and their availability of key knowledge and the capabilities of their structures. In partnership with one of their Cloud partners, 4Net applied sciences, they helped us carry our Cloud Transformation application over a 12-month length. we've been in production with round 3,000 brokers for over 12 months and we consider validated in our alternative of going cloud and consuming Avaya and Verint’s Contact center Avaya IX workforce Engagement platform.”

    Story continues

    further materials

    About Verint programs Inc.

    Verint® (VRNT) is a world chief in Actionable Intelligence® solutions with a focus on consumer engagement optimization, security intelligence, and fraud, chance and compliance. today, over 10,000 corporations in additional than 180 nations—together with over 85 percent of the Fortune 100—count number on intelligence from Verint options to make more advised, helpful and timely choices. be taught more about how we’re creating a better World with Actionable Intelligence® at www.verint.com.

    This press unencumber carries “forward-searching statements,” together with statements concerning expectations, predictions, views, opportunities, plans, options, beliefs, and statements of an identical impact concerning Verint systems Inc. These ahead-searching statements are not ensures of future efficiency and they are based on administration's expectations that contain a number of risks, uncertainties and assumptions, any of which might trigger genuine effects to vary materially from these expressed in or implied by means of the ahead-looking statements. For an in depth discussion of those chance elements, see our Annual record on kind 10-k for the fiscal 12 months ended January 31, 2018, our Quarterly report on kind 10-Q for the quarter ended October 31, 2018, and different filings we make with the SEC. The forward-looking statements contained during this press liberate are made as of the date of this press liberate and, apart from as required by means of law, Verint assumes no responsibility to update or revise them or to supply explanation why specific outcomes can also fluctuate.

    About Avaya

    companies are constructed on the experiences they deliver, and every day hundreds of thousands of these experiences are constructed by means of Avaya (AVYA). For over one hundred years, we’ve enabled corporations everywhere to win – by means of creating intelligent communications experiences for purchasers and personnel. Avaya builds open, converged and resourceful options to raise and simplify communications and collaboration – within the cloud, on-premise or a hybrid of both. To develop your business, we’re committed to innovation, partnership, and a relentless focus on what’s subsequent. We’re the expertise company you have faith to assist you bring Experiences that count number. discuss with us at www.avaya.com.

    Cautionary note involving forward-searching Statements

    This doc incorporates certain “ahead-searching statements.” All statements other than statements of ancient truth are “forward-looking” statements for functions of the U.S. federal and state securities legal guidelines. These statements could be recognized by the use of forward looking terminology akin to "anticipate," "accept as true with," "continue," "could," "estimate," "are expecting," "intend," "may," "could," “our vision,” "plan," "expertise," "preliminary," "predict," "may still," "will," or “would” or the poor thereof or other adaptations thereof or related terminology and consist of, but are not confined to expected feature releases and statements about future products, anticipated cash reductions and statements about boom, trade record and enhanced operational metrics. The business has based mostly these ahead-searching statements on its latest expectations, assumptions, estimates and projections. whereas the enterprise believes these expectations, assumptions, estimates and projections are low cost, such forward-looking statements are most effective predictions and contain typical and unknown dangers and uncertainties, lots of which can be past its control. The factors are mentioned in the enterprise’s Registration commentary on kind 10 filed with the Securities and alternate commission, can cause its specific results, performance or achievements to differ materially from any future consequences, performance or achievements expressed or implied via these ahead-searching statements. For a further list and description of such dangers and uncertainties, please seek advice from the enterprise’s filings with the SEC that can be found at www.sec.gov. The business cautions you that the listing of vital elements covered in the company’s SEC filings may also now not contain the entire fabric elements which are critical to you. moreover, considering these dangers and uncertainties, the matters pointed out in the forward-looking statements contained in this file might also now not truly take place. The business undertakes no duty to publicly update or revise any forward-looking statement because of new tips, future hobbies or in any other case, apart from as in any other case required by using law.

    supply: Avaya Newsroom

    View supply edition on businesswire.com: https://www.businesswire.com/information/home/20190122005279/en/

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    Customer Engagement Solution Market 2019 New Report Focus Growth and Expanding Worldwide by Prominent Players IBM, Accenture, Salesforce Etc. | killexams.com real questions and Pass4sure dumps

    Customer engagement solutions market is projected to grow from USD XX billion in 2019 to USD XX billion by 2025, at a CAGR of +15% during the forecast period by IBM Corporation, Accenture,Verint,Pega systems, Astute Solutions, Avaya

    This press release was orginally distributed by SBWire

    Houston, TX -- (SBWIRE) -- 01/21/2019 -- The Consumer Engagement Solution is an integration of customer engagement software and services that was introduced to manage customer communications and interactions through various channels and contacts. The affinity of adoption of consumer engagement solutions can be seen among companies around the world. Some of the key solutions provided by consumer engagement solutions include full-channel platforms, reporting and analytics, workforce optimization, automation, participatory application development, self-service and many more. This is complemented by the continued adoption of cutting-edge solutions and technologies such as IoT, which is expected to complement the adoption of consumer engagement solutions by the support provided by IoT when implementing consumer engagement solutions. Therefore, the integration of IoT with consumer immersion solutions is expected to be a key driver of the global consumer participation solutions market.

    For Sample duplicate of this report: https://www.researchnreports.com/request_sample.php?id=223481

    Research N Reports has recently drafted a report titled "Global Customer Engagement Solution Market" deriving the type of publication that brings in value in a most professional look therefore studying the descriptive vision into the market's future. The report categorizes the study further into different segments that facilitates a descriptive and qualitative insight into the industry.

    Some of the key players in the consumer engagement solutions market areIBM Corporation,AccentureVerintPega systems Inc.Astute SolutionsAvaya Inc.AspectAffinion GroupSalesforce

    Avail discount on this report: https://www.researchnreports.com/ask_for_discount.php?id=223481

    a) Market penetration-In depth data on the products and services offered by top players in the Customer Engagement Solution market. The report analyzes the Customer Engagement Solution market by products, application, end user and region.

    b) Product development/innovation- Intricate insights on upcoming technologies, research and development activities, and new product launches in the Customer Engagement Solution market.

    c) Market development-Comprehensive information about lucrative emerging markets. The report analyzes the markets for Customer Engagement Solution across various regions.

    The consumer engagement solutions market can be segmented as:RetailBFSITelecommunicationHospitalityHealthcare

    According to the research report, the global market for Customer Engagement Solution is witnessing a continual rise in its valuation with the advancement in technologies, which is impacting the consumer behavior and, accordingly, their purchasing patterns to a great extent. In addition to this, the rising penetration of internet and the surge in mobile surfing are anticipated to boost the demand for network management software across the world, states the research report.

    For more enquiry: https://www.researchnreports.com/enquiry_before_buying.php?id=223481

    Highlighted key points of this market research report:-This report provides pin-point analysis for changing competitive dynamics-It provides a forward-looking perspective on different factors driving or restraining market growth-It provides seven-years forecast assessed on the basis of how the market is predicted to grow-It helps in understanding the key product segments and their future-It provides pin point analysis of changing competition dynamics and keeps you ahead of competitors-It helps in making informed business decisions by having complete insights of market and by making in-depth analysis of market segments

    Table of Content:Global Customer Engagement Solution Market Research Report 2019-2025Chapter 1: Industry Overview of Global Customer Engagement Solution MarketChapter 2: Technologies Market International and China Market AnalysisChapter 3: Environment Analysis of Global Customer Engagement Solution MarketChapter 4: Analysis of Revenue by ClassificationsChapter 5: Analysis of Revenue by Regions and ApplicationsChapter 6: Analysis of Technologies Market Revenue Market Status.Chapter 7: Analysis of Global Customer Engagement Solution Market Industry Key ManufacturersChapter 8: Sales Price and Gross Margin AnalysisChapter 9: Marketing Trader or Distributor Analysis of Customer Engagement Solution MarketChapter 10: Development Trend of Global Customer Engagement Solution Market Industry 2019-2025

    About Research N ReportResearch N Reports is a new age market research firm where we focus on providing information that can be effectively applied. Today being a consumer driven market, companies require information to deal with the complex and dynamic world of choices. Where relying on a sound board firm for your decisions becomes crucial. Research N Reports specializes in industry analysis, market forecasts and as a result getting quality reports covering all verticals, whether be it gaining perspective on current market conditions or being ahead in the cut throat Global competition. Since we excel at business research to help businesses grow, we also offer consulting as an extended arm to our services which only helps us gain more insight into current trends and problems. Consequently we keep evolving as an all-rounder provider of viable information under one roof.

    For more information on this press release visit: http://www.sbwire.com/press-releases/customer-engagement-solution/market-sizemarket-sharemarke/release-1128085.htm

    Avaya introduces iPad mobile UC appliation as mobility interest grows | killexams.com real questions and Pass4sure dumps

    For years, the unified communications (UC) market has focused on merging email, instant messaging, video and VoIP on one unified platform in order to improve response times and bolster productivity. Now users want more flexibility, which makes mobile UC a priority for many enterprises.  

    A recent unified communications survey by Infonetics Research revealed that mobile UC will be a top priority in 2012, and UC products with video capabilities will begin to rise in popularity.

    The survey asked 120 mid-sized to large organizations to describe their UC strategies and identify their primary vendors. While flexibility and mobility were identified as UC trends in 2011, Diane Myers, directing analyst at Infonetics and author of the survey, said these flexible mobile UC features should emerge as the primary requirements of UC solutions in 2012.

    “Organizations want their employees to be able to communicate wherever, whenever,” Myers said. “Vendors are going to want to create [mobile] UC tools for a mobile environment so [enterprises] can give their employees the ability to be very flexible.”

    Vendors start to address mobile UC trend

    Last week, UC provider Avaya announced the availability of an iPad version of its mobile collaboration platform, Avaya Flare Communicator.

    The offering, which leverages the Avaya Aura UC architecture, enables voice, instant messaging and email integration over Wi-Fi and 3G networks. The application is now available as a free download for users via the Apple App Store. Avaya plans to make versions of the application on other mobile platforms and operating systems later this year.  

    The Flare Communicator is Avaya’s first UC and collaboration client specifically designed for the iPad. During open beta testing, the application was downloaded 4,000 times by users in a variety of industries, including health care, education and retail customers.

    “In the context of the mobile environment, the iPad is very complimentary for many industries,” said Lawrence Byrd, director of collaboration solutions at Avaya. “Users can be on a laptop in the morning, their smartphone while traveling and on an iPad in the lobby of their customer’s shop, all of which need to become their communication environments.”  

    UC vendors will be tackling mobility in earnest in 2012, and enterprises should ask about mobile UC features when selecting a vendor, Myers said. A mobile UC application like the Flare Communicator is the type of mobility product that most vendors will develop, she said.

    While the tablet will not replace the laptop in 2012, Avaya’s Flare speaks to the growing demand for mobile UC applications for the increasingly popular device, Myers said. Tablets like the iPad have particular potential for mobile video communications, she added.

    “The smartphone in many places will become a primary device, but I think we will see the rise of tablet, and what else can be done with it -- especially around video communications,” Myers said.

    BYOD movement drives mobile UC trend

    The Infonetics survey identified the laptop and the desk phone as the main UC devices relied upon in 2011 by enterprise employees. In 2012, Myers said she expects smartphones to overtake desk phones.

    “Businesses are looking at solutions, particularly around flexible and mobile UC solutions," Myers said. “The proliferation of smartphones has tied those devices into UC architecture.”

    The bring your own device (BYOD) trend is also helping to drive the mobility theme into 2012.

    “Enterprises are noticing that employees are using tablets and smartphones, and want to be able to use business tools on those technologies, whether or not they are company-sanctioned,” Myers said.

    Video conferencing will become more popular in mobile UC

    2011 saw a surge of video conferencing adoption, and video is starting to converge with mobile UC, according to Myers. “As these video interfaces are downloaded to more smartphones, I think they will start to become prolific this year,” she said.

    And UC vendors -- including Cisco, Avaya and IBM -- will make video conferencing capabilities more available as consumer-based video chat applications like FaceTime and Skype grow in popularity.

    “I think video is going to become more critical, because people are going to start expecting that capability for their business communications,” she said.

    Myers cautioned that enterprises must keep video conferencing security in mind as video becomes more popular, especially as users use it more for external communications. Such outside-the-enterprise video communications could become more common as Microsoft matures its acquisition of Skype, she added.

    “[Microsoft’s acquisition of Skype] could really open things up interestingly,” Myers said. “It could really broaden the reach beyond just internal communications and could potentially do it in a secure way.”

    Let us know what you think about the story; email: Gina Narcisi, News Writer

    Avaya: Increasing demand for offshoring, advanced contact center solutions | killexams.com real questions and Pass4sure dumps

    The global economic scenario will boost the demand for Latin American offshore help desk services and the use of advanced contact center technologies to generate greater efficiency and cost savings, the senior manager for solutions in Latin America and the Caribbean at US telecoms applications, software and services supplier Avaya (NYSE: AV), Pedro Suarez, told BNamericas.

    Suarez believes Avaya has a 50% market share in the contact center market in Latin America and that it is as high as 80% in some countries - such as Argentina and Colombia - with regard to contact centers dedicated to offshoring.

    According to Suarez, efficient use of a call center to improve customer service helps bring about a return on investment in terms of client loyalty and brand recognition.

    Argentina is already a mature destination for the offshoring of customer service and help desks of foreign companies, especially software firms, according to the executive.

    "They have a competitive advantage given a high level of education and a good cost-benefit ratio in terms of human resources. It costs a fraction of other countries. There is a very interesting dynamic in Argentina," Suarez said.

    Brazil is also a strong market for the company due to the level of investment coming into that market, as are Chile and Colombia.

    Avaya's Latin American VP Elizabeth García was quoted last year as saying that there is a US$1.8bn opportunity in Latin America for telecommunications equipment and solutions for contact centers. As part of its strategy to better address that market, the company set itself a target of eventually conducting 95% of its business in Latin America through channel partners, compared to 51% in 2008. Suarez added that the company is aiming for 60% channel partner sales in 2009.


    Avaya is banking future success on a new concept it is promoting for call centers known as flatten, consolidate, extend. The idea is to address a cost problem facing many companies that have contact centers spread out over the world.

    Maintaining contact centers can be expensive if each one has its own set of PBXs, interactive voice response systems and workforce management systems.

    Avaya proposes to reduce those costs by deploying a single virtual contact center that handles all contact centers worldwide. Three-tier architecture of carrier services, network routing and automatic call distribution systems (ACD) can be "flattened" into a single tier and a single set of applications, according to Suarez.

    Call routing and distribution to agents across the globe can be managed using IP architecture. Each site no longer needs a computer telephony integration (CTI) network router and other infrastructure.

    All of the above is "consolidated" at a centralized location, allowing companies to draw on agents at smaller branch offices and maximize resources. During a surge in calls, companies can draw on their entire pool of agents worldwide to deal with the demand, Suarez said.

    The "extend" part of the equation refers to improved technology management. The platform avoids the need to separately manage voice and data communications infrastructure. IT managers like having centralized reporting for the whole enterprise, which helps them make better decisions across the business. Managers can more easily analyze where improvements are needed and to see what is working well, the executive said.


    Another technology Avaya is pushing to help create greater efficiencies is outbound predictive dialing. By automating the system of outbound calls for marketing and other purposes, this saves time spent by agents searching for and dialing numbers.

    According to Suarez, this allows agents to reach more customers more quickly. One key part of the system is shared calling lists that allow agents to run jobs using a calling list residing on another predictive dialing system.

    Outbound predictive dialing can also help optimize resources by taking staff off outbound calls to help when there is a surge of inbound calls.

    According to Suarez, banks in particular use this technology - and they can see a 50% savings on resources.

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    Box.net : https://app.box.com/s/ncoh3i8b70rjt3s795lolcb3ppejdsez
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