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Nortel 922-109 : Communications Server 1000 Rls.6.0 BARS/NARS Exam

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Exam Number : 922-109
Exam Name : Communications Server 1000 Rls.6.0 BARS/NARS
Vendor Name : Nortel
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TMC Labs Innovation Awards 2006: part II | 922-109 Test Prep and Real test Questions

The TMC Labs Innovation Awards at the moment are of their seventh yr, and nevertheless TMC Labs is amazed at the chronic innovation being brought to market within the contact middle area to enrich training, raise morale, reduce turnover, boost effectivity and reduce infrastructure software and hardware prices. The TMC Labs Innovation Award’s sole goal is to distinguish items and capabilities that have interesting elements and that regularly aid to carve out a new market area of interest or start a trend. This award is additionally about recognizing items and functions with creative and groundbreaking facets their competitors’ solutions regularly lack.

TMC Labs researched each and every of the functions and at last arrived at their winners’ listing. These winners have been published in two constituents in an effort to accommodate their in-depth write-u.s.for the profitable options. half one of the most winners’ checklist was highlighted within the September 2006 subject of client [email protected] options. Congratulations to all the winners.

MitelMitel client interaction Solutionshttp://www.mitel.com

Mitel’s (news - alert) client interplay solutions portfolio is interesting in its potential to goal the commercial enterprise and the small company contact facilities, scaling from five to lots of agent seats. the new offering gives companies of any size with the pliability to put into effect a contact center answer for his or her interesting service necessities. The Mitel consumer interplay solutions portfolio is a twotiered providing that encompasses the Contact middle enterprise version and get in touch with center company version.

the brand new points of the Contact center enterprise edition aid all forms of conversation including voice, e-mail, web chat and fax. This scalable, resilient solution combines powerful communications platforms, computerized call distribution (ACD) and a modular suite of characteristic-wealthy, Webbased functions for streamlining contact middle administration and enabling advanced multimedia customer transactions.

Developed for individual contact facilities with 25 brokers or much less, the Contact core company version is a value-effective, out-of-the-field solution that makes it possible for customers to chose from a couple of functions in Mitel’s contact middle portfolio including old reporting, precise-time monitoring, dynamic agent and queue control, reveal pops and intelligent messaging. The business version can scale as much as fit the needs of any measurement enterprise.

The consumer interaction solutions portfolio is very nearly a “contact core in a field.” It presents a very bundled solution that contains built-in multimedia routing, historic and realtime reporting, integrated forecasting, built-in group of workers management, built-in call accounting and integrated intelligent bulletins: anticipated wait time, auto-attendant, display-pop of CRM and extra. This platform avoids “records silos” (different databases for diverse products) via a single, industrial-strength SQL database.

customer interplay options became developed with .web 2.0 and is the first to deliver tender telephone know-how with ACD functionality and up-front advanced routing in accordance with enterprise intelligence which is “fed” by way of the CRM database.

The covered soft mobile points display-pop, true-time presence and better name manage. The delicate telephone additionally facets a while-saving services including velocity dial, pre-programmed name ahead locations, a customizable person interface and sounds for mobilephone events. you could also select from an inventory of pre-configured account codes, contacts, a list of preconfigured “make busy” motive codes and brief key programming. The ACD smooth cellphone helps first-contact decision through enabling agents to steer clear of blind transfers with the aid of transferring calls at once to purchasable agents they view in real time, thereby cutting back instances of valued clientele having to repeat requests in a single name.

From the actual-time monitors that reveal calls in queue, you could readily drag a name on the display and circulate that call to an alternative queue, a characteristic that TMC Labs discovered to be rather pleasing. moreover, that you may correct-click on the call to transfer it to yet another extension (and even to yourself). additionally, the platform can identify your most critical valued clientele and have them routed automatically to an agent.

All in all, the solution offers a superb assortment of facets and, based on Mitel, client interaction options is essentially the most most economical solution in its class.

Nexidia Inc.business Speech Intelligence 6.0http://www.nexidia.com

Nexidia (news - alert) enterprise Speech Intelligence (ESI) 6.0 gives a scalable speech analytics solution using a phonetic search engine that allows shoppers to extract actionable potential from recorded audio belongings. it's an outstanding answer to mine audio content and bring relevant expertise and intelligence to both commercial and government groups.

Nexidia’s core Phonetic Search Engine is an open-techniques vocabulary retrieval device that each reduces the time and increases the accuracy of searches towards gigantic collections of recorded speech. exciting to Nexidia is that all through the ingest manner, audio data are marked in phonemes, the smallest unit of human speech. The Nexidia server ingests audio files to create a .PAT file (phonetic audio tune), as a consequence marking the audio files in order that they may also be rendered phonetically searchable. Search phrases and queries are created and utilized against these .PAT files. The consequences of these searches and queries are then compiled and generated into dashboards, charts, trending and analysis experiences. the use of the Nexidia Replay feature, these audio info will also be played lower back and further searched, permitting the enterprise to drill down into the intelligence contained within the recorded audio content material, generating extra in-depth analysis.

ESI 6.0 ensures correct results by way of presenting language fashions expert on a wide selection of accents and dialects. Nexidia states that, in comparison to common speech-to-textual content models that are heavily stylish on dictionaries, ESI 6.0’s phonetic strategy gives a dramatically greater accurate search evaluation on all recorded audio. the search and query functionality purchasable via ESI 6.0 now not only finds words and phrases, however to be sure relevance, finds them in proximity to different content, for this reason generating greater relevant consequences. The audio can automatically be played and the outcome may also be listened to inside the context of the long-established file.

Nexidia’s phonetic search engine (PSE) is the best expertise that allows for audio-video search by using phonemes. This enables the consumer to search on appropriate names, places, trade phrases and jargon without wide working towards and dictionaries. This powerful phonetic search engine gives you primary facts from each poorquality audio, similar to cellphones, and great sources, comparable to broadcast audio, and supports all audio variances, akin to speaker’s age, gender, accent, language and dialect. Searches using phoneme sample matching are performed on all phrases and phrases including blended phrases, relevant names, slang, code phrases, nonstandard grammar patterns and advert-hoc use of different languages.

Nexidia’s expertise is very fast, indexing recorded audio at a speed 63 instances sooner than the spoken observe, growing achievable, within your budget options that make gigantic volumes of audio searchable. Nexidia can render audio searchable with drastically much less hardware than different technologies.

Nexidia ESI can even be delivered as an on-demand carrier. Nexidia’s OnDemand managed provider offering gives companies with the means to leverage Nexidia’s secure infrastructure to add recorded audio for evaluation and reporting by the use of an ondemand portal.

NortelNortel Contact center 6.0http://www.nortel.com

Nortel (quote - information - alert) Contact core 6.0 (NCC 6.0) combines several products in the Nortel Symposium household, enabling businesses to tap into the vigor of actual-time multimedia collaboration using any device. NCC 6.0 is scalable and supports trade necessities such as SIP, however more critical, it is modular so it has the entire benefits of an all-in-one solution whereas enabling purchasers to purchase simply what they want.

Nortel Contact core is less complicated to deploy and adapt, drastically lowering lifetime prices. moreover, NCC 6.0 brings collectively contact center, selfservice, unified messaging and multimedia collaboration into a local SIPenabled modular suite known as Nortel purposes center.

Nortel claims that NCC, prior to now called Symposium name core Server, changed into the primary contact core product globally to offer talents-based mostly routing as an alternative of ACD. They additionally declare that Nortel Contact core 6.0 is the first contact center to deliver native SIP connectivity. Nortel Contact center 6.0 is an open, standardsbased solution that makes use of requisites like SIP and VoiceXML where attainable, and also uses trade tools such because the .net framework. as an instance, Nortel communication control Toolkit, the next-era CTI capacity which is crucial to Nortel Contact middle, reduces software integration time and costs with a well-known set of equipment. The record generation Wizard lets clients right now generate custom reviews without requiring database abilities.

NCC 6 is extraordinarily scalable. A single node core can expand to a optimum of three,350 concurrent lively brokers, tackle sixty six,000 calls per hour, support 1,000 ability sets with 100 lively skill units per agent, and might develop to a virtual contact center that comprises 30 nodes for 100,000 brokers total. also, NCC 6 integrates seamlessly with Nortel Contact Recording and Nortel exceptional Monitoring, two key components of any contact core. like every Nortel solutions, these are infrastructure- neutral, working in an IP, TDM or a hybrid network. Nortel Contact middle additionally works seamlessly with the full latitude of Nortel speech and self-carrier solutions, functions and capabilities. for instance, a company-extensive licensing model potential consumers can install application license means the place it makes experience for company continuity and lower charge of possession.

PegasystemsPega consumer technique Managerhttp://www.pega.com

Pegasystems’ (information - alert) customer procedure manager is a CRM software that promises most effective-apply tactics for customer carrier, income and advertising. Pega consumer process supervisor provides a powerful mixture of rules and manner administration capabilities that permit businesses to unify their enterprise goals with their methods and operations.

Pegasystems has pointed out that it provides the simplest CRM solution it really is constructed on a unified enterprise manner management (BPM) and enterprise rules platform. as a result of this “smart” BPM basis, the device can intelligently integrate software features, simple enterprise data and human initiatives into effective, streamlined customercentric tactics, and establishes and enforces advanced sets of guidelines that govern utility habits and power resolution-making. These capabilities make complex CRM projects convenient to coordinate, track and analyze.

refined work administration services facilitate superior routing, escalation and prioritization of work. With this platform, businesses can achieve intelligent consumer interactions that force profitability and construct loyalty as well as function one-anddone method automation that improves productivity and reduces costs.

among the clever interplay management facets are predictive servicing capabilities that use precise-time choices to dynamically exchange company tactics in accordance with business intent and business competencies, taking the guesswork out of managing customer relationships. The answer also facets role-based and context-certain reveal flows and dialog scripts to e-book clients through each client interplay and ensure consistency and high-quality. A dynamic consumer interface items client information only when and the place the counsel is needed, decreasing practicing time and enhancing productivity. The platform also aspects true-time analytics to provide perception into key performance indications. groups are in a position to directly reply to adjustments in company objectives and might all of a sudden set up new CRM initiatives, measure their effectiveness and refine their processes at all times for multiplied agility and return on funding.

shoppers have achieved measurable price for his or her investment, including enhanced client retention rates via 50 %, superior first-name/contact resolution through 50 p.c, decreased deal with time by 80 percent, reduced guide steps via 60 percent, increased crosssell/ upsell shut charges by using 100 percent, more desirable time-to-market for new items and functions by using 50 percent and decreased person training time via 50 %.

RightNow Technologieshttp://www.rightnow.comRightNow 8

RightNow 8 is the latest unencumber of RightNow technologies’ (information - alert) flagship CRM solution. The hosted, ondemand answer optimizes the consumer event with the aid of delivering “skills on the aspect of motion” (or “KAPA”) throughout a company’s frontline advertising and marketing, income and service touch features. with the aid of guaranteeing that clients and personnel have the assistance they want when they want it, RightNow eight can generate large charge reductions.

RightNow eight focuses on purchasers via the birth of advantage to frontline, customer-facing group of workers to enable smarter, quicker and greater customerdriven behaviors across the business. according to RightNow, “the focal point on KAPA throughout the frontline differentiates RightNow’s value proposition from commonplace CRM, which has historically been restricted to narrow business challenges comparable to revenue automation or back-office market analytics.”

RightNow 8 incorporates three leading modules: advertising and marketing, earnings and repair. RightNow 8 advertising and marketing permits marketing teams to right now design and execute multi-stage campaigns and carefully tune their consequences. New elements in the latest edition encompass assist for more granular segmentation, a document repository that simplifies administration of content material across all campaign-connected activities, and more desirable Microsoft Outlook integration. RightNow eight income permits income teams to quite simply and correctly convert leads and alternatives into revenue. It provides finished sales productiveness tools, pipeline administration and reporting capabilities required to maximise crew performance. New elements in the latest version encompass superior quote/proposal era, differentiated workflow for unqualified leads versus certified alternatives, and more desirable aid for cell Blackberry clients. RightNow eight provider enables contact facilities to convey a always advanced carrier event across all verbal exchange channels and to noticeably reduce operational expenses. New features in the latest edition encompass extended search parameters, greater workflow design tools and more advantageous function-particular customization capabilities.

It additionally has modules for surveys in addition to reporting and evaluation. RightNow eight Analytics gives highly amazing tools for short and simple introduction of fully personalised stories and dashboards. RightNow eight Surveys makes it easy to design, distribute and analyze the results of sophisticated surveys and contain the results of those surveys into consumers’ information.

one of the crucial pleasing elements is the answer’s refined drag-anddrop interface customization capabilities, which is anything you typically see in client premise application — not within an on-demand ambiance. The potential to combine-and-in shape performance across add-ons in a single console permits for “blended” roles similar to inbound client provider representatives who can also execute upsell/go-promote transactions.

salesforce.com, inc.AppExchangehttp://www.salesforce.com

salesforce.com (quote - information - alert) is conventional for its on-demand CRM software. The business has now built an entire on-demand infrastructure on which corporations can run their complete business. It’s referred to as AppExchange. With AppExchange, any enterprise can manipulate and share information throughout their company. AppExchange OS, salesforce.com’s new on-demand working device, makes it possible for agencies to control and share CRM and custom business purposes in a single ambiance — with one facts model, one sharing mannequin and one person interface. tools can be found to build it your self, or you can browse the AppExchange listing for communitybuilt, deploy-with-a-click on apps starting from rate administration to buying to recruiting.

AppExchange lowers the obstacles for developers to construct and distribute their own on-demand functions to the transforming into, global salesforce.com consumer base. With the equipment available on the AppExchange platform, even those groups devoid of software construction competencies can quite simply build, retailer and share their on-demand purposes. salesforce.com leverages the latest internet development equipment, akin to AJAX, php and Ruby on Rails, offering the salesforce.com group with equipment to create new improvements comparable to enterprise “mash-ups” with different enterprise functions and commonplace buyer cyber web capabilities.

AppExchange includes fantastic customization and integration toolkits, enabling essentially anybody to simply tailor the salesforce.com CRM application or construct utterly new on-demand applications. users also can rapidly build integrations between salesforce.com and legacy functions or build extra superior new functions with AppExchange API, salesforce.com’s internet service architecture. in accordance with salesforce.com, the AppExchange API is likely one of the most successful commercial enterprise net functions APIs, handling greater than 45 p.c of salesforce.com’s 2.6 billion transactions. Salesforce.com mentioned, “by using featuring these tools to the greater than 15,000 developers within the AppExchange developer community, salesforce.com is extending the creativity that's typical on the client web to businesses for the primary time. New ondemand functions starting from human supplies, finance and felony operations will also be effortlessly constructed, saved and shared on the AppExchange.”

Spanlink CommunicationsSpanlink pleasant Managementhttp://www.spanlink.com

Spanlink (news - alert) quality administration is a quality monitoring equipment that captures each voice and display undertaking for easily evaluating and enhancing agent efficiency. In a different method, Spanlink satisfactory administration software uses the processing energy of the agent’s notebook to checklist and process the voice and display transactions for efficiency assessment or compliance. This edgeoriented software structure minimizes hardware and bandwidth utilization in a distributed or virtual environment and provides greater scalability. once the transactions are recorded, supervisors can evaluation and score the transactions in opposition t key performance metrics, which drives initiatives for high-quality advancements and practising.

Spanlink quality administration is the primary compliance recording and first-class administration product to be “edgearchitected” for allotted/digital environments. edge architecture has a couple of key benefits, together with greater legitimate equipment performance (decreased server bloat, smarter network utilization, multiplied equipment means and reduced capital and operating expense).

Spanlink exceptional management turned into designed to tackle disbursed or virtual contact middle environments and can effectively deliver the elements they need for voice/display recording, assessment and training. Spanlink best administration is a part of a full suite of products constructed for VoIP, together with agent productivity/laptop tools, supervisor KPI management and collaboration tools, workforce optimization, self-provider and answer management tools.

as a result of the structure, Spanlink great management is terribly advantageous for real-time assessment and analytics. It integrates tightly in the supervisor computing device to supply handy entry to collaboration equipment for coaching, comparison and training, which is exceptionally really helpful in multisite deployments where evaluators and agents may additionally no longer be collocated.

The SAVO GroupSales Asset Managerhttp://www.savogroup.com

The purpose of The SAVO group (information - alert) is to make use of technology to Strengthen income drive execution via extra consistent birth of the appropriate messages and making the most powerful selling materials accessible in genuine time. With an innovative application designed for the front-line salesperson, The SAVO community provides hosted, ondemand sales enablement solutions to shoppers in the fiscal features, business functions, high tech and healthcare industries, among others.

SAVO’s sales Asset supervisor (SAM) is an on-demand software that permits salespeople to promptly establish the most beneficial “earnings belongings” (displays, files, coaching aids, interior supplies, and so forth.) in line with a given income condition (customer profile, solution, revenue stage, methodology, aggressive landscape, and so on.). via an automated survey of principal standards, SAM proactively recommends the most acceptable income property and leverages the standards to make pass-selling recommendations early in the earnings method — a important element in a success solution promoting. If fundamental, salespeople may also then hastily customize sales assets whereas adhering to company standards for nice and consistency. SAVO’s expertise leverages a one hundred percent web-based, multitenant, on-demand structure. SAM is constructed absolutely on .net and is fully net servicescompliant. moreover, the latest SAM 5.2 release offers full seamless integration with salesforce.com.

in line with The SAVO community, “whereas counsel systems have always existed available on the market in some form or another to save belongings, these programs have became into dumping grounds for old-fashioned messaging and substances. This effects in clients wasting countless hours attempting to find upto- date, central substances, after which reducing and pasting them to fit their needs.” SAM, nonetheless, leverages a “push” mannequin for content start as opposed to the legacy “pull” mannequin included by way of many competing options. according to The SAVO group, “in place of forcing salespeople to go on an “archeological dig” each time they need the latest executive presentation, case examine or teaching doc, SAM proactively recommends the most fulfilling earnings belongings according to the selling condition. without difficulty brought up, their philosophy is ‘stop looking, delivery promoting.’”

advertising and product administration teams leverage SAM to create, submit, keep and analyze earnings belongings. through the use of an intuitive person interface, content material homeowners can without problems video display sales belongings, make adjustments, outline new suggestions and publish updated messaging immediately and without a intervention from IT. through embedded analytics, advertising and marketing can automatically assess which assets get used with the aid of the earnings company and by which promoting situations. This precise-time visibility drives ongoing development of the earnings belongings, additional maximizing income effectiveness and advertising and marketing return on funding (ROI).

Toshiba TelecommunicationSystems DivisionStrata ACD call middle Solutionhttp://www.toshiba.com

Toshiba’s (news - alert) Strata ACD is an IP name center answer designed for small to medium-sized corporations or bigger company clients with distinctive sites. The Stata ACD is compatible with Toshiba’s Strata CIX IP household of company conversation solutions. Toshiba’s Media software Server is among the first to make use of Host Media Processor (HMP) technology materials as an alternative choice to Intel Dialogic boards in the server. HMP does not require card slots, making the server greater compact and more low cost.

The Strata ACD is additionally the primary and simplest to take abilities of Toshiba’s FeatureFlex adaptability tool, which allows users to personalize their personal individual aspects to assist them be greater efficient with their communications answer. FeatureFlex makes the substances of the equipment attainable to create new or blended aspects and functions. It enables corporations to create person-definable facets companywide, via branch, or for particular person users. For a name middle, it allows for the equipment to be linked to useful assistance components, akin to inventory, transport, back-workplace guidance, and many others. it could actually also connect with online information similar to climate, stock tickers, and so on.

There are a couple of FeatureFlex modules attainable. A one-quantity access “discover-me” characteristic lets callers simply find you. a fascinating call screening function permits clients to deploy separate lists so incoming calls are routed according to their ranking. for instance, incoming calls from “pals” are all the time routed through, whereas calls from “foes” go at once into voice mail. call monitor is a “pay attention in” feature that allows users to listen to voice messages as they are being recorded and pull the name out of voice mail, converting it to a live name. name return is a nice usability characteristic that makes it possible for users to listen to voice mails in queue, return calls as they listen to calls and return to the subsequent voice message in queue, all in the equal mobile name.

The Strata ACD and reporting applications live on the Strata Media software Server (MAS), with autoattendant, voice mail, unified messaging, video conferencing and collaboration and a lot of different purposes, making it a really comparatively cheap add-on because it shares the hardware platform.

Strata ACD is compatible with all Strata CIX programs, making the CIX100 with Strata ACD low in cost for small purposes. it can even be networked throughout diverse Strata CIX techniques, permitting to be used in greater name facilities. Toshiba’s Strata ACD is an IP answer that works with Toshiba’s IP telephones over Toshiba’s Strata CIX IP business conversation solution. it will probably even be converged to add Toshiba’s digital telephones.

Verint methods Inc.IntelliQualityhttp://www.verint.com

(news - alert) extremely IntelliQuality is an business first-rate monitoring (QM) solution that is the first QM tool to leverage diverse subtle analytics applied sciences to create what Verint calls a “focused best monitoring technique.” focused pleasant monitoring contains the use of analytics to intelligently deal with volumes of facts in a quick and effective manner by way of looking for trends in the records that may find up to now unknown actionable intelligence. by combining speech, screen and statistics analytics into one QM solution, IntelliQuality identifies the calls that remember most, facilitates more effective and in-depth assessment and generates actionable intelligence that the contact middle and the business can use to enhance key strategic areas. in keeping with Verint, “by means of improving agent efficiency whereas simultaneously extending the advantages of high-quality monitoring beyond the contact middle, companies are capable of achieve a more robust return on investment (ROI) from their QM initiatives.”

IntelliQuality’s embedded analytics immediately categorize and push essentially the most crucial calls to a smart Inbox for contrast by way of a collection of focused start guidelines. Leveraging Verint’s IntelliFind speech consciousness expertise, calls are pushed to the supervisor inbox based on spoken conversation equivalent to consumer complaints or firstcall resolution. Verint IntelliScreen grants calls to the supervisor inbox according to agent computing device software exercise. additionally, IntelliQuality seamlessly integrates with CTI pursuits. for example, if the supervisor is drawn to evaluating calls between two to 4 minutes with greater than 50 seconds of cling time, they could set a rule in IntelliQuality to have a sample of interactions inside these parameters dropped at their inbox automatically.

Verint is a rare company that has the technical understand-the way to combine speech, reveal and information analytics technologies to deliver a complete quality monitoring answer. Verint also leveraged their understanding of how contact middle managers and excellent authorities function to create an evaluator workspace that is conducive to efficiency. IntelliQuality’s multimedia kinds workspace makes it possible for first-class supervisors to review synchronized voice and laptop recreation and fill out comparison varieties in one region. These custom evaluation types function elementary navigation and superior equipment equivalent to a multi-language spellchecker to make filling out forms speedy and simple.

via its integration with IntelliMiner, IntelliQuality can additionally support automatically calibrate supervisors throughout the contact middle. by means of analyzing all evaluated calls, the deviations between all calls and particular instances corresponding to time of day or individual supervisor will also be instantly identified and presented. for instance, if contacts evaluated by using a specific supervisor are scored higher consistently, the platform can establish this style.

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