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642-243 exam Dumps Source : Unified Contact Center Enterprise Support
Test Code : 642-243
Test Name : Unified Contact Center Enterprise Support
Vendor Name : Cisco
Q&A : 44 Real Questions
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Cisco Unified Contact Center Enterprise
Contact facilities play an essential role in shaping a corporation’s path and have turn into a strategic fundamental to driving customer loyalty, innovation and company boom. No different company touches shoppers more closely. The agent event in selected has a right away correlation with how your purchasers make purchasing selections. In some situations, they're the simplest interaction valued clientele could have together with your corporation. hence, empowering agents with up to date and intuitive tools that permit them to have the appropriate guidance and components at their fingertips, helps pressure sooner decision closure and create more meaningful client interactions that may closing a lifetime.
many of our contact center purchasers have shared their challenges with us, on how they try to improve agent and supervisor productivity, improve first contact resolution, and boost their purchasers’ experience. at the same time, their IT staff must be capable of control the contact core efficaciously and cost-without problems, whereas ensuring compliance with the latest safety requisites and keeping the privateness of their shoppers’ statistics.
To support our shoppers address these challenges, I’m thrilled to announce the availability of liberate 12.0, which comprises enhancements to our on-premises and hosted options: Unified Contact core enterprise (Unified CCE), Packaged Contact core commercial enterprise (Packaged CCE), Unified Contact center express (Unified CCX), and Hosted Collaboration solution for Contact core (HSC-CC).
free up 12.0 includes simple capabilities that allow our valued clientele to:
deliver subsequent era seamless, omni-channel client interactions
enrich first contact decision by means of enhanced leveraging agent supplies
increase agent and supervisor productiveness, collaboration, and workflows
control greater, greater scalable techniques to enrich IT useful resource productiveness and in the reduction of administration complexity
Let’s take a more in-depth look at one of the key 12.0 features:
constant UX for admin supplies – We’ve greatly simplified the admin event for the Packaged CCE offering to enable IT to control both Cisco and accomplice solutions from a “single pane of glass” portal, and supply the equal UX as the other Cisco collaboration products. this protects admin time, reduces complexity, and gives a more intuitive and productive management event.
modern agent omni-channel event – We’re introducing a pretty subsequent-gen browser-based mostly computing device client that supports dissimilar channels of interactions, provides improved chat capabilities, gives brokers quick access to subject rely consultants, and offers a extra intuitive event that permits them to dwell greater engaged, so as to deliver advanced provider to their purchasers. in addition, the Unified CCX answer now supports chat with fb Messenger.
enhanced crew collaboration – Supervisors can now send broadcast messages to their teams, and 1-1 chat is accessible for collaboration between brokers and supervisors, and with colleagues outdoor the contact middle. This makes it convenient for supervisors to supply counsel and training, and allows brokers to with ease reach discipline be counted consultants to pressure faster situation decision.
advanced supervisor capabilities – Supervisors on the Unified CCX now have new capabilities to extra without problems manage their teams, contact center calendars and purposes, and outbound campaigns. This improves overall contact middle productivity and client satisfaction.
elevated scalability – The variety of brokers supported on Unified CCE and HCS-CC has elevated as much as 24,000 – a doubling in scale enabling shoppers to have even bigger deployments with a single illustration. For the Packaged CCE, we’ve improved it to 12,000 agents, bringing the entire merits of the Packaged CCE answer to a larger set of purchasers. increasing scale permits our consumers to consolidate distinct contact facilities which reduces infrastructure expenses and complexity, and allows them to better leverage agent supplies throughout sites.
assist for VMware Cloud on Amazon internet services – a popular request from many of our shoppers, VMware Cloud on Amazon web functions help is now available for Unified CCE, Packaged CCE and Unified CCX deployments.
bigger safety – We’ve stronger security for Unified CCE by securing end-to-end transport of PII statistics, simplifying certificate management and monitoring, de-coupling authorization dependency from active directory, and a great deal more.
These enhancements show our commitment to assisting our customers convey greater enriching consumer experiences, obtain quicker decision closure, manage higher, greater scalable systems to improve IT resource productivity, and in the reduction of total cost of possession.
For more counsel on unlock 12.0 examine our release note, and consult with our website.
name facilities have changed quite a little from the early days of inner most department trade (PBX)-primarily based setups designed essentially for simple incoming name administration. latest greater wholly featured contact centers, developed on automated name distributor (ACD)- and IP-based structures, aid the receipt and clever routing of inbound classes through an array of unified communications (UC) applied sciences, including immediate messaging, video conferencing and collaboration features.
Managing the IP contact core -- principally for firms with belongings disbursed across many sites, which could necessitate a virtualized call middle method -- requires a strong, scalable, built-in product suite outfitted to without delay and without difficulty route voice and video calls throughout varied sites in accordance with advanced company guidelines. Cisco believes it can offer commercial enterprise customers simply that category of answer -- a robust portfolio that can't best meet the typical requirements of traditional call-coping with, but also supply a wide variety of superior, IP-based answer facets.
in this excerpt of a chapter from Cisco Unified Contact core enterprise, creator Gary Ford breaks down the a considerable number of products within the Cisco Contact core suite, which share a code base however can serve very different roles, counting on a customer's telephony necessities.
Ford explains what differentiates Cisco's Unified Contact middle providing from its Unified clever Contact supervisor platform, as smartly as the correct use cases for Cisco Unified Contact center business (UCCE), Unified Contact core Hosted (UCCH) and Unified Contact core specific (UCCX). He also particulars the benefits and lines of the particular products that make up the Cisco Unified Contact middle commercial enterprise and other Cisco contact core suites, including Cisco Agent laptop, Cisco Unified mobile Agent, Cisco Unified consumer Voice Portal and plenty more.
download the PDF of this chapter excerpt on Cisco's Contact middle portfolio from the booklet Cisco Unified Contact middle enterprise.
Reproduced from the booklet Cisco Unified Contact core commercial enterprise through Gary Ford (ISBN-10: 1-58714-117-5; ISBN-13: 978-1-58714-117-1). Copyright 2011, Cisco Press. All rights reserved. For extra guidance about this and different an identical titles, talk over with Cisco Press.
concerning the book:
In Cisco Unified Contact center business, author Gary Ford offers the tips you should optimally configure and control Cisco Unified Contact center business in any environment. Ford brings more than 13 years of palms-on event in designing, deploying and conserving Cisco telephony and speak to core solutions to his coverage of the enterprise and hosted versions of Cisco Unified Contact middle. He also covers why Cisco Unified Contact middle business's individual features work the style they do and the way to function key initiatives in Cisco Unified Contact core enterprise.
read Cisco Unified Contact core enterprise to learn extra in regards to the following:
The specifics of the Cisco Unified Contact middle product portfolio and platform structure;
Configurations that can support dispose of mistakes and cut back downtime;
Monitoring and troubleshooting UCCE systems;
choosing the proper deployment mannequin -- single-web page, multisite or clustered -- on your environment;
UCCE deployment and utility configuration, together with preparation, planning, design and implementation;
implementing usual, existing-generation and next-generation call routing;
gaining knowledge of most beneficial practices for call flow scripting;
figuring out UCCE's nodes and disbursed techniques;
building a clear system startup sequence;
Designing, enforcing and offering Cisco Unified Communications supervisor and Unified IP Interactive Voice Response options;
effectively establishing and managing UCCE databases;
making use of UCCE's reporting equipment;
developing superior functions with facts-pushed routing;
holding any UCCE deployment, including older types;
using a optimum practices troubleshooting methodology; and
learning useful, little-normal Cisco diagnostic equipment.
February 29, 2016 09:35 ET | supply: Cincinnati Bell Inc
CINCINNATI, Feb. 29, 2016 (GLOBE NEWSWIRE) -- Cisco has named Cincinnati Bell expertise solutions as one of its Unified Contact core commercial enterprise (UCCE) partners within the united states. As an authorized know-how provider for Cisco UCCE solutions, CBTS provides Cisco’s most unique designation to its already wide portfolio of certifications.
CBTS is committed to serving as a strategic accomplice for business agencies that are looking to present their customers a dynamic, world-class contact core adventure, that may raise client pride and ordinary enterprise profitability. incomes Cisco’s UCCE certification additional strengthens CBTS’ potential to execute on this commitment.
“As a Cisco UCCE companion, we are able to provide commercial enterprise valued clientele a number of imaginitive solutions for his or her contact centers,” noted Al Early, vp of IT options and income at CBTS. “This certification - when combined with our current deep knowledge in different purposes - extra differentiates CBTS out there.”
enterprise businesses are more and more investing in consumer contact centers and relocating toward “Omni-channel” options that facilitate interactions across a number of systems – together with voice, video, rapid messaging and electronic mail. As a Cisco UCCE partner, CBTS can bring to business clients both the expertise infrastructure and the fundamental functions to create this ambiance.
“Our business enterprise consumers want to provide an engaging service adventure where interactions with their own purchasers take place on multiple platforms,” noted Early. “They recognize that a superb contact center adventure strengthens their manufacturers, and in the end provides value to their organizations.”
CBTS can leverage Cisco’s UCCE solutions throughout a whole lot of contact middle fashions. This comprises making a premise-based answer; providing a managed services solution across a few houses; and featuring a cloud offering.
For greater suggestions on CBTS and its full suite of enterprise options, go to www.cbts.internet.
CBTS is a totally owned subsidiary of Cincinnati Bell (NYSE: CBB). The enterprise combines the information networking capabilities of Cincinnati Bell with next-era managed functions that deliver companies with bendy options for conclusion-to-end IT deployment. The CBTS enterprise mannequin can help companies increase productiveness and operational effectivity while reducing costs and hazards through solutions that focal point on company continuance, compliance, protection, and expertise infrastructure. For greater counsel, visit www.cbts.net.
Jane Weiler, 513-397-9941
Cincinnati, Ohio, u.s.
Jane Weiler, 513-397-9941
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Unified Contact Center Enterprise Support
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SAN FRANCISCO–(BUSINESS WIRE)–February 13, 2019–
UJET, Inc., the company that is reimagining customer support with multi-channel solutions that fully leverage smartphone-era technology and intelligent automation, announced Gary E. Barnett’s appointment to the UJET board of directors today, as the company prepares to accelerate its 2018 growth of over 500%.
“Team UJET and our investors are thrilled to bring Gary on board. We seek to benefit from Gary’s shared vision, perspective, and experience,” said Anand Janefalkar, Founder and CEO of UJET. “As the former SVP and GM of Avaya and former CEO of Aspect, Gary deeply understands the technical and operating history of contact center environments, their evolution path, and is helping us effectively shape the future of our business, transforming how brands connect to customers with ease, context, and rapid satisfaction.”
“Upon meeting Anand and the board, and becoming deeply familiar with the architecture, it quickly became evident that the UJET platform has a substantial advantage to lead transformation of the traditional Contact Center landscape,” said Gary Barnett, CEO of Semafone. “The team’s obsession with user experience, combined with secure cloud-based technology, delights consumers with any time, anywhere access, which makes UJET really stand apart.”
UJET is a modern cloud contact center software company with leading innovation in smartphone-era customer support on the web, phone, and mobile apps. The UJET platform delights end-users with any time, anywhere access and simple smartphone functionality and elevates agent performance through context-aware solutions for voice, chat, image, video, and text. The UJET platform is enterprise grade in its global reliability, security, and scaling capacity and is SOC2 Type II and HIPAA compliant. UJET is trusted by customer-centric, innovative enterprises, including Nest, Instacart, Postmates, Atom Tickets, Blink and Grupo Bursatil Mexicano (GBM) to automate contact center processes and provide superior experiences that drive higher customer satisfaction. For more information, visit www.getujet.com.
View source version on businesswire.com: https://www.businesswire.com/news/home/20190213005435/en/
Beth WinkowskiWinkowski Public Relations, LLC for UJET978firstname.lastname@example.org
Nicole GormanWinkowski Public Relations, LLC for UJET508email@example.com
July 20, 2018
Customer experience has, for decades, been the domain of the customer service reps tasked with resolving customer problems when they dial into a call center. That’s changing, though. The modern contact center is still the lead in a mission to deliver a positive customer experience, but the evolution of communications technology and the emergence of unified communications have provided agents the support of their entire organizations.
In building a truly customer-centric operation, businesses are flipping the traditional model on its head. Instead of the contact center supporting the rest of the organization, customer service agents are leading the charge with the resources of the entire business at their disposal. By combining process optimization, automation and AI, enhanced communications and collaboration, and of course contact centers, an all-hands-on-deck mindset can transform traditionally siloed business into unified enterprises.
The right automation and artificial intelligence tools allow many tasks to be simplified or even eliminated thanks to predictive and proactive response capabilities, self-service features, and more intelligent routing. The result is a reduction in overall call volumes, an increase in agent productivity, and higher customer satisfaction.
But, not all customer problems are easily solved through automated tools or simple interactions; many require agents to leverage all the tools at their disposal. This all comes together by understanding how each constituency within an organization beyond the contact center can positively impact customers – sales and marketing, field service, knowledge workers, IT, and even management. Depending on the customer and the circumstances, any part of an organization may be able to not only help reach resolution, but reduce the time to get there.
But, it all starts with the most important constituency – the customer. Today’s customers have so many more engagement options to choose from: web, messaging, chat, social media, video, in-person, and of course the good old telephone. A large percentage of engagements, regardless of medium, take place via mobile devices, because customers tend to seek resolution to their problems in the most convenient way possible for them. Often, that also means they have limited time to spend, which makes it all the more important that businesses have developed finely tuned strategies across all these communications channels.
To turn a unified customer service strategy into practice – where contact center agents or field employees can call upon additional resources for information, advice, or approval – requires an integrated business-wide communications platform, including connections into CRM and contact center platforms. Agents need to be able to bring the most appropriate team members into engagements quickly and easily, using whatever channels customers have chosen – and they must be able to seamlessly switch between channels as needed to more effectively provide service.
If a customer engages via chat, for instance, it may be useful to be able to share that chat with a technical expert or even add them into the chat. Or, in a highly complex situation, it may be helpful to move the entire engagement to a voice call easier explanations. Or, there may be cases where customers or field techs are have trouble explaining what they are experiencing and a video chat would allow them to show exactly what’s happening in order to expedite resolution. Even with a traditional phone call, an agent may find it necessary to include a sales rep or manager to help satisfy a particularly irate customer.
A key to making a business-wide customer service strategy work is knowing who is available and on what channels, which is why presence information is critical. In order to efficiently bring the right experts into a conversation, agents need to know who is in the office and not otherwise engaged. Having to place a customer on hold to track down colleagues works against speedy resolution.
Of course, the final piece is customer data. All information about customers should be part of their file and be sharable with anyone within the organization who may be called upon to assist. Understanding context is crucial to resolution – particularly the circumstances of the current engagement. With all engagement information readily available, less time is spent re-explaining issues, allowing problems to be solved faster.
The bottom line is that you never know what – or who – might be required to quickly assist a customer and ensure they remain loyal to your brand. It’s crucial to have an ability to engage with all areas of expertise as needed, which means making full use of unified communications capabilities and extending them to all areas of business. But, it also means a full-blown customer service strategy has to be implemented across organizations. Everyone has to buy in, which means not only must the strategy be effectively communicated, all employees must be shown how to use the tools to which they have access.
It’s no secret customers already have a low tolerance for anything but quick resolution and positive experiences over the course of their interactions with you as a supplier. Now that they are, themselves, realizing always-on multimodal communications in their personal lives, they are becoming even less tolerant, which makes it all the more important that your staff have the tools to respond appropriately. That means ensuring:
Multimodal communications, based on presence and availability,
Automated processes to reduce workload and time to completion,
Visibility into complete customer histories,
Communications integrated into business processes
Corporate strategy to that embraces an omnichannel and cross-departmental collaboration.
By leveraging both technology and human assets, a unified business driven by a customer-centric approach to success will result in a customer experience never before imagined.
Edited by Erik Linask
The contact-center infrastructure market is in transition. Customers are now looking for cloud-based products, integrations with customer relationship management and workforce optimization platforms, and contact-center flexibility in their unified communications deployments, according to a recent Gartner Magic Quadrant report.
At its core, the contact-center infrastructure market includes products — such as equipment and software — needed to operate call centers for telephony and multichannel support. But certain trends are changing how organizations purchase and deploy contact-center infrastructure products.
For example, contact-center infrastructure can be deployed as part of a customer-engagement center, such as customer relationship management and social media channels, to give organizations a single view of the customer. The technology between contact-center infrastructure and customer-engagement centers has significant overlap, but little overlap among vendors. However, Gartner expects the two markets to merge over the next few years.
Gartner Magic Quadrant for contact-center infrastructure.
Contact center as a service (CCaS) is certainly another trend that has affected the market as organizations look to replace their contact-center infrastructure with cloud-based products. Certain factors are driving organizations to the cloud, including the potential to cut costs and scale licenses to meet seasonal staffing needs, according to the report.
CCaS also affected the vendor rankings in the report, which rates the on-premises contact-center infrastructure market. A vendor that shifted too far from on-premises contact-center infrastructure in favor of CCaS could see a lower score for the completeness-of-vision criteria, according to Gartner. All the vendors in the report offer some form of CCaS.
These market shifts have affected the rank of several vendors in the report, and six vendors have been excluded. ALE, Altitude, Collab and ShoreTel were dropped from this year’s report since the companies did not meet Gartner’s criteria for premises-based contact-center product and service revenue. Interactive Intelligence and Presence Technology were excluded since they were acquired by other vendors.
Genesys and Cisco were named market leaders in the report. Enghouse Interactive, Huawei, Mitel and NEC were named challengers. Avaya, Aspect and SAP were named visionaries. Vocalcom, Unify and ZTE were named niche players.
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