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642-162 exam Dumps Source : IP Contact Center Express Implementation
Test Code : 642-162
Test Name : IP Contact Center Express Implementation
Vendor Name : Cisco
Q&A : 164 Real Questions
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Cisco IP Contact Center Express
linked materials: Books
skill stage: groundwork reputation: active
not pricey: $200 (shortest tune)
abstract:for people who plan, design, put in force, and operate the Cisco Unified Contact middle specific (formerly the Cisco IPCC categorical version).
initial requirements:You ought to circulate the Unified Communications Contact center specific Implementation exam ($200). The exam has a 75 minute deadline and includes 55-65 questions. practising is obtainable however now not required.
continuing requirements:Certification is valid for 2 years. To recertify, you ought to re-take and circulate all assessments for this certification. Please note: this includes ALL assessments whether refreshed or now not. then again, that you may circulate a present CCIE or CCDE written exam.reaching or recertifying CCDE or any CCIE immediately extends your active expert certification(s) up to the point of expiration of the final certification done.
See all Cisco Certifications
supplier's page for this certification
August 05, 2010
Cisco recently launched a consumer case look at that highlighted a supermarket chain that was able to deliver enhanced consumer carrier through leveraging the business’s IP Telephony and Unified Communications “UC” solutions.
The grocery store chain, possessing one hundred fifty retailers in the eastern u.s. and with a group of workers of essentially 27,000 employees, realized that it changed into losing money when you consider that a few analog-primarily based key techniques in its stores and distribution centers had been offered by means of different vendors all with high upkeep costs.
moreover, numerous contracts were making the cell alternate options much less positive. furthermore, friends moving from store to save had to be retrained on a new system for each and every location.
subsequently, the supermarket chain enterprise decided to deploy a single Cisco collaborative communications solution in each new store to incrementally standardize the device. The business deployed Cisco’s Unified Communications for Retail and other options.
This chain of supermarkets has relied on Cisco networking applied sciences past as neatly to construct company and enhance customer relationships throughout its increasing shops. The grocery store chain company had deployed Cisco’s voice-over-IP applied sciences in 2003 and turned into an early person of area routing. For stronger client provider, the enterprise determined to swap to an IP telephony solution in accordance with a converged community.
in line with Cisco’s customer case look at record, the retail chain enterprise applied Cisco’s Unified Communications for Retail to increase flexibility, reduce telephone charges by standardizing the system across the shops, and improving productivity via offering tips without delay to worker on demand.
The retail chain company leveraged Cisco’s routing and switching products, corresponding to Cisco 2811 sequence built-in features Routers, Cisco Catalyst 6500 series switches, Cisco Catalyst 3750 and 3560 collection switches, Cisco ONS 15500 sequence optical switches; and Cisco’s voice and Unified Communications solutions corresponding to Cisco 7960, 7940, and 7905 collection IP phones, Cisco Unified Communications supervisor express, Cisco Unified Contact core specific, Cisco harmony express.
in response to the consumer case examine file, the multiplied reporting capabilities for call core statistics of Unified Contact center have helped the company make extra informed choices about name center operations. This resulted in more advantageous effectivity and availability.
For mobile administration, the business relied on Cisco unity express, a community module of the Cisco collaborative communications portfolio designed specially to deliver mobilephone features to each shop.
With the aid of Cisco cohesion specific, the company was able to facilitate its employees with good value messaging and greeting functions, phone prompts, and a straightforward-to-use GUI for voice mail and auto- attendant capabilities.
subsequently, the grocery store chain company now has an enhanced corporate graphic, better customer service, enhanced worker reporting, and extended cost efficiency, as a result of Cisco’s Networking solutions.
Jayashree Adkoli is a contributing editor for ContactCenterSolutions. To examine more of Jayashree's articles, please visit her columnist page.
Edited through Stefania Viscusi
Cisco carried out a tremendous milestone within the interactive voice response (IVR) industry in December, 2013 as we shipped our one millionth IVR port. This includes cumulative shipments of latest ports of the award-successful Cisco Unified consumer Voice Portal, Cisco Unified IP-IVR, and IVR ports shipped with Cisco Unified Contact middle categorical. This achievement is the entire more brilliant considering that we’ve been in the IVR marketplace for just ten years. In that point we’ve additionally develop into (and stay) the area’s precise IVR dealer–by way of a wide margin.
in addition to our success within the IVR market, Cisco continues to develop and lead within the contact center business. to date, we now have shipped nearly three million contact center agent seats, providing front line enterprise personnel with the supplies vital to preserve relationships with customers. Cisco shipped 900,000 seats in exactly the previous two years, and over the last three years, Cisco has closed the market share hole with Avaya by way of almost 10 aspects international and with the aid of over 22 features in North the usa.
On usual greater than 2,600 organizations buy Cisco Contact center products each and every year, from small and medium-sized companies to very colossal corporations in markets ranging from healthcare, finance, and education to communications, travel, entertainment, and retail. Cisco Unified Contact middle options continue to be key add-ons to managing numerous, simultaneous client interactions over the cellphone, by way of true-time chat, web collaboration, social media, and e mail.
Our sustained success in IVR and get in touch with middle is a testomony to our differentiated structure, award-successful consumer care solutions, a prosperous associate ecosystem, and a well informed, energized revenue force.
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IP Contact Center Express Implementation
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Related Resources: Books
Skill Level: Foundation Status: Active
Low Cost: $200 (shortest track)
Summary:For individuals who plan, design, implement, and operate the Cisco Unified Contact Center Express (Formerly the Cisco IPCC Express Edition).
Initial Requirements:You must pass the Unified Communications Contact Center Express Implementation exam ($200). The exam has a 75 minute time limit and consists of 55-65 questions. Training is available but not required.
Continuing Requirements:Certification is valid for two years. To recertify, you must re-take and pass all exams for this certification. Please note: this includes ALL exams whether refreshed or not. Alternatively, you can pass a current CCIE or CCDE written exam.Achieving or recertifying CCDE or any CCIE automatically extends your active Specialist certification(s) up to the point of expiration of the last certification achieved.
See all Cisco Certifications
Vendor's page for this certification
Submission Deadline Feb. 25; Presentations to Focus on IP for Video/Audio Production, Evolving SMPTE ST 2110 Standards Suite, AES67, and AMWA NMOS Technology Stack
LAS VEGAS, Feb. 7, 2019 /PRNewswire-PRWeb/ -- Industry partners, the Audio Engineering Society (AES), the Alliance for IP Media Solutions (AIMS), the Advanced Media Workflow Association (AMWA), European Broadcasting Union (EBU), the Society of Motion Picture and Technology Engineers® (SMPTE®), and the Video Services Forum (VSF) — all co-sponsors of the IP Showcase at the 2019 NAB Show — today announced a call for presentations for the event. The IP Showcase is an education and demonstration pavilion at the NAB Show in Las Vegas that will highlight the benefits of and momentum behind the move to standards-based IP for real-time professional media applications. The submission deadline for speaking proposals is Feb. 25.
The presentation stage at the IP Showcase Theater has been visited by hundreds of attendees each day at past shows since 2016, often with standing-room-only crowds. With the growing interest in IP implementation by broadcasters worldwide, attendance is expected to be even greater this year. Presenting at the IP Showcase Theater provides an unmatched opportunity for companies to offer their unique viewpoint on IP video and audio for production, using SMPTE ST 2110 and AES67, and the latest developments in the AMWA NMOS technology stack.
End users, industry associations, solutions providers, and technology developers are all invited to share their knowledge and perspectives on how the developments in IP signal transport will impact the broadcast industry today and in the future — especially related to SMPTE ST 2110-10/20/21/30/31/40, AMWA IS-04/IS-05, and JT-NM TR-1001-1.
Speaking times are limited during the four-day exhibition, and companies are encouraged to act quickly and submit proposals early. The selection committee is looking for the following types of presentations:
Tutorial (basic, intermediate, advanced)
Market/business case analysis
Preference will be given to presentations related to the following technology areas on the Joint Task Force on Networked Media (JT-NM) Roadmap:
SMPTE ST 2110 suite of standards for Professional Media Over Managed IP Networks
AMWA NMOS specifications such as IS-04, IS-05, IS-07, and IS-08
Timing and synchronization using SMPTE ST 2059-1/2
JT-NM TR-1001-1 framework for installing, configuring, and interconnecting equipment
Broadcasters and end users are particularly encouraged to present their insight and experience related to deployments of the technology areas above. Systems integrators, service providers, and manufacturers are also encouraged to apply. Product marketing presentations are discouraged, as the theater is an opportunity to discuss advances in working with media using open IP-based technologies.
Other topics and technology areas will be considered. More details and the submission form are available at http://www.ipshowcase.org/call-for-presentations/.
The IP Showcase will take place at Booth C12534 in the Las Vegas Convention Center during the 2019 NAB Show, April 8-11.
More information about the sponsoring organizations is available at:
Audio Engineering Society (AES): http://www.aes.orgAlliance for IP Media Solutions (AIMS): http://www.aimsalliance.orgAdvanced Media Workflow Association (AMWA): http://www.amwa.tvEuropean Broadcasting Union (EBU): http://www.ebu.chSociety of Motion Picture and Television Engineers® (SMPTE®): http://www.smpte.orgVideo Services Forum (VSF): http://www.videoservicesforum.org
More information about standards and open specifications is available at:
AIMS: https://www.aimsalliance.org/white-papers/AES67: http://www.aes.org/standards/blog/2018/4/aes67-2018-publishedAMWA: https://www.amwa.tv/specifications.shtmlEBU: https://tech.ebu.chSMPTE ST 2110: http://www.smpte.org/st_2110VSF Technical Recommendations: http://videoservicesforum.org/technical_recommendations.shtml
All trademarks appearing herein are the property of their respective owners.
Laurent Philonenko, vice president and general manager, customer contact business unit, Cisco System
Voice over Internet Protocol (VoIP), or more specifically IP-based telephony, is quickly becoming the technology...
of choice in contact centers as companies replace their aging time-division multiplexing (TDM)-based systems with IP-based systems.
This makes perfect sense. IP-based technology allows organizations to easily route multiple-channel interactions (voice, e-mail and Web) across multiple locations, so employees can handle calls more efficiently, problems can be resolved quicker, and customers can have a better overall experience. The customer experience, in fact, is entirely consistent regardless of how initial contact was made (Web, phone, self-service, etc.).
Moreover, IP-based systems are considered far less expensive and much more flexible than TDM-based systems throughout the lifecycle of the contact center, from implementation and operation to support and maintenance. They also provide more consistency in communication, in general, from the viewpoint of administrators and users.
In this environment, your organization may be wondering how to go about implementing its own IP-based contact center, whether as a new deployment or as a replacement for a TDM system. Dividing the process into three major steps: business planning, implementation planning, and deployment/support is a good approach.
A comprehensive business plan is absolutely critical when deploying an IP-based contact center. In fact, it may be the single most important step in the deployment process.
Unfortunately, many companies start IT projects without clearly linking their technology initiatives with concrete business outcomes. That's a huge mistake. Organizations must take the time to create a detailed business case for a contact center. They must specify what they wish to accomplish and how their contact center will help them achieve their goals.
Naturally, the contents of the business plan vary from organization to organization. Some considerations for your company include:
The industry you're in, which helps determine the contact center features you'll need
If your contact center will be volume-oriented or value-oriented
If your contact center will be used primarily for internal or external customers
If you expect to use your contact center only for customer support or also to help generate additional sales and revenue
If you'll provide service through diverse media (voice, e-mail, Web).
With a business plan in hand, you can link your goals to the features of your system. TDM-based users are often surprised by the rich functionality of IP-based contact centers. Being inherently distributed, a versatile IP-based system lets a single IP contact center manage all sites, delivering greater call center security, scalability and adaptability to different business processes. A TDM deployment requires separate administration of each site, imposing a greater financial and personnel burden.
With IP, more information is available to agents, allowing them to better resolve issues and even use the call to sell new products and services. Moreover, the customer experience is consistent, whether initial contact is made through agents, through self-service, or through the Web. With IP-based contact centers, organizations have a wide range of reporting and measuring options, another important consideration during the planning process.
Once the business plan is complete, a company can focus on its implementation plan. This step details the best way to build out the contact center so that objectives are met in terms of functionality, cost, and features.
What's the best design for the network?
How will it interface with other network components, such as voice mail or an existing customer relationship management (CRM) system?
Will the system be centralized in one location or decentralized across many sites?
Will customer service include a Web-based component, or only voice?
How will the system be managed?
How will you account for additional users, locations, or features in the future?
As in the previous stage, you must consider your organization's reporting requirements. An IP-based contact center can generate a wealth of data—far more than a TDM system—that can be of tremendous value, allowing your company to measure your customers' concerns, preferences and plans. These requirements, though, must be taken into consideration when designing and configuring the system. The types of data you wish to capture and how you want it represented must be thoroughly considered before implementation.
Deployment and support
If a contact center is well planned, deployment and ongoing support should proceed smoothly. For many companies, this step initially requires deciding whether to outsource these functions or keep them in house. The answer depends on several key factors, including:
How large and complex is the deployment?
Do you have onsite staff with the appropriate knowledge?
Can the current staff cover the deployment, or is additional support warranted?
Most organizations choose to outsource implementation to a deployment partner. These companies are often subject to stringent certification processes and have deep expertise in the solutions of their vendors. They usually can deploy an IP-based contact center quickly and affordably. Some vendors greatly facilitate deployments by offering a preconfigured contact center system that includes the solution's most popular features. This makes implementation simple indeed, whether completed in house or outsourced. In addition to implementation, some companies outsource their system maintenance and support as well.
When outsourcing, companies should get their partners involved very early in the process. Deployment partners can play a valuable role in helping clients define their requirements, build a business case and match their business goals to their contact center solution. Naturally, they're also important participants in planning for the implementation.
IP-based contact centers can take customer care to a new level, particularly for organizations that formerly relied on TDM. IP technology also allows contact centers to operate efficiently, affordably and transparently across many locations. Nonetheless, it's important to remember that, like most IT projects, the greatest benefits accrue to those who thoughtfully prepare. Organizations benefit most when they engage in detailed business planning, thorough implementation planning, and knowledgeable deployment and support.
About the authorLaurent Philonenko is vice president and general manager of the customer contact business unit (CCBU), which provides contact center and interactive voice applications to enterprises and service providers. In this capacity he oversees product and market development, and is closely involved in the business with Cisco sales force and partners. Prior to joining Cisco, Laurent was President and CEO of Genesys Telecommunications, a leading provider of contact center solutions, where he previously held the roles of CTO and COO.
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