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7391X exam Dumps Source : Avaya Aura Call Center Elite and Call Center Elite Multichannel Implement
Test Code : 7391X
Test Name : Avaya Aura Call Center Elite and Call Center Elite Multichannel Implement
Vendor Name : Avaya
Q&A : 68 Real Questions
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Avaya Avaya Aura Call Center
ATLANTA--(business WIRE)--Jacada, Inc., a leading world issuer of customer event expertise designed to simplify the interaction between corporations and their customers, today announced the public availability of the Jacada Multi-Channel Agent computer for the Avaya air of mystery® call center Elite Multi-Channel Platform. Created to satisfy the demands of brokers interacting throughout distinct channels concurrently, the multichannel agent computing device seamlessly unifies a few channels into one effortless interface. The enhancement is designed as a lightweight computer option for the latest Avaya answer, to work with the present Avaya air of mystery® name middle Elite Multi-Channel infrastructure and to be deployed all of a sudden by virtue of its skinny-client design.
brokers are actually in a position to concurrently manage distinctive shoppers throughout numerous call core Elite channels from a unified desktop that reflects a single view of every customer’s interplay. All name core Elite channels (Voice, e mail, and Chat) are unified onto a single, effortless laptop for an more suitable agent adventure. This consequences in more effective coping with of numerous shoppers from diverse channels on the identical time. moreover, the Jacada laptop instantly inclinations the interactions, saving the brokers time and reducing error.
“The Avaya air of secrecy® call center Elite Multi-Channel Platform is a tremendously imaginative solution and has been deployed efficiently in lots of groups,” pointed out man Yair, Co-Chief government Officer of Jacada. “With the unlock of Jacada Multi-Channel Agent desktop for Avaya, we're enriching the Avaya charisma® call middle Elite atmosphere by way of offering brokers with a simple way to manipulate no longer handiest diverse channels, however also distinctive shoppers, concurrently through our imaginitive 'one click on away' design.”
The Jacada Multi-Channel Agent computing device completes the Avaya name core Elite Multi-Channel Platform investment through using extra efficiency on the agent desktop. readily deployed as either a call core Elite Multi-Channel alternative computer or as an additional component, agents will respect the convenience of use and the means to provider numerous consumers concurrently.
Webinars proposing the Jacada Multi-Channel Agent laptop are being held on November 12th. visit this hyperlink to be part of the event: http://www2.jacada.com/EMCwebinar
For more counsel about the Jacada Multi-Channel Agent computing device for the Avaya air of mystery® name middle Elite Multi-Channel Platform, talk over with http://www2.jacada.com/EMCDesktop
*Avaya air of mystery® is a registered trademark of Avaya, Inc.
Jacada offers solutions that simplify and enrich the effectiveness of consumer interactions. Jacada’s cell, client, agent laptop and system optimization solutions assist agencies in the reduction of the charge of their operations, force consumer delight, and supply an entire return on funding in the first year after deployment. based in 1990, Jacada operates globally with workplaces in Atlanta, usa; London, England; Munich, Germany; Herzliya, Israel; and Stockholm, Sweden. more suggestions is attainable at www.jacada.com.
BASKING RIDGE, NJ--(Marketwire - Dec 5, 2012) -
Avaya air of mystery applications now VMware ready™; Brings excessive Reliability, Simplicity and suppleness to Virtualized Collaboration purposes
Avaya consumer RealPage uses new Avaya answer to Virtualize UC Core, pace customer service Deployments by way of up to 20%
Avaya today unveiled its new communications structure for virtualized unified communications (UC) functions, Avaya air of secrecy® Virtualized atmosphere (Avaya aura VE), to assist agencies speed up cellular collaboration functions throughout their corporation. With Avaya air of secrecy VE, groups retain the excessive reliability, simplicity and functionality of Avaya air of secrecy -- the enterprise's subsequent-era collaboration platform -- whereas gaining flexible new alternatives for deploying Avaya's UC and consumer carrier options in digital architectures.
Avaya charisma VE applications are certain as VMware equipped™, which is VMware's highest degree of endorsement for virtualization applied sciences. greater organizations are determining virtualization to reduce the complexity, machine and costs of their IT operations. The crucial next step is the virtualization of unified communications, with 70 p.c of agencies planning to virtualize their UC applications, in keeping with Nemertes Research1.
Avaya air of secrecy Virtualized environment -- combined with Avaya's skills in open, mobile collaboration -- helps make certain that the reliability, satisfactory and availability corporations depend on in Avaya hardware-based environments get delivered into the virtualized world. Key Avaya charisma VE points consist of:
Redundancy and resiliency: all the essential techniques availability features of Avaya air of mystery's server-primarily based platform -- including application duplication, redundant session controls for SIP entry and a survivable core -- are maintained in Avaya air of secrecy VE, driving enterprise continuity and reducing possibility in virtualized environments. moreover, the solution integrates with VMware vCenter™ Server tools for diagnostics, provisioning and site visitors administration to extra be sure and simplify continuity of UC.
A simplified, open path: With Avaya air of mystery VE, companies continue to advantage from the identical open necessities strategy pushed with the aid of Avaya aura. moreover, virtualization allows businesses to effortlessly extend UC services and clients devoid of including new machine, and achieve this right away by cutting deployment times from hours to minutes. corporations with VMware cloud infrastructure in their information facilities can now effectively combine Avaya air of mystery purposes onto their current server ambiance.
Agile client provider operations: Avaya charisma extends virtualization to its call middle software, name middle Elite. With much less device required, organizations can add contact center brokers extra unexpectedly and cost-readily in line with seasonal, income and buying trends. This brings the pleasing capability to increase the oversight and birth of consumer carrier using virtualization.
With present day announcement, corporations even have a couple of bendy alternatives for better mobility and collaboration. groups can select full virtualization with Avaya aura VE or continue with the dedicated hardware strategy already provided by means of Avaya air of mystery. they can additionally combine virtualized and committed servers for software deployment. As an extra option, Avaya Collaboration Pods for Avaya charisma VE could be offered as pre-packaged, all-in-one UC options for virtualized storage, computing and networking.2
Avaya aura Virtualized ambiance: Key add-ons The Avaya air of secrecy® platform is made out of right here components, now obtainable in virtualized models:
Avaya air of secrecy conversation supervisor is the open, highly-professional and next-technology communications foundation for Avaya's UC options.
Avaya air of secrecy Session supervisor gives a SIP primarily based core communications structure for on-demand access to collaboration functions and functions.
Avaya charisma application Enablement features gives developer interfaces for each off-the-shelf and custom integrations with communications and company purposes.
Avaya charisma Presence capabilities gives you scalable, excessive performance presence aggregation services.
Avaya Agile Communications environment allows for application integration with company communications approaches.
Avaya aura name middle Elite is a part of the business's contact center suite, and the premier call-routing application for contact facilities.
For greater information on these Avaya air of secrecy items visit here; For Avaya air of secrecy call middle Elite, consult with right here.
fees "Avaya aura Virtualized ambiance helps us deliver collaboration and customer journey capabilities in a sooner, greater effective approach. We virtualized our core UC infrastructure, while protecting the continuity and resiliency required to preserve a busy 1,four hundred worker business like ours operating in precise time.
"To be sure good-notch consumer carrier, virtualized air of mystery lets us ramp up contact centers straight away -- up to twenty percent sooner. this is remarkable for seasonal spikes, once we deserve to add components instantaneous. We were capable of deploy a brief 70-agent contact core the usage of no equipment, streamlining operations significantly. Avaya charisma VE is an incredible development for us and for Avaya valued clientele, bringing Avaya's velocity, ease and reliability to the virtualized ambiance."--Joe McCorkle, director, IT UC/Voice functions, RealPage, Inc., a number one provider of application-as-a-provider (SaaS) items and features for the apartment housing business
"As interest in virtualized options continues to extend, and companies understand the advantages of the software-defined datacenter, we see the shift of precise-time collaboration applications the use of VMware options as a step ahead. Having accomplished joint testing and validation of the Avaya charisma UC purposes -- and now releasing them as VMware equipped™ purposes -- we're providing a strong combination to shoppers. Avaya and VMware will continue to work to fulfill customer needs for efficiency and reliability as greater real-time collaboration applications are virtualized."--Parag Patel, vice chairman, international Strategic Alliances, VMware
"driven by means of a need to cut back expenses, enrich flexibility, and increase resiliency, more than 70 percent of companies are planning to virtualize their UC functions, leveraging the identical infrastructure that helps other company-important applications. but before IT architects adopt UC virtualization, they must make certain that purchasable solutions can meet the performance, management, and high availability requirements associated with UC systems."--Irwin Lazar, vp and repair director, UC and Collaboration, Nemertes research
"Avaya recognizes that any route to collaboration requires a platform that prioritizes high reliability, functionality and flexibility. here is why we now have seamlessly introduced these merits from Avaya aura into virtualized environments. With Avaya's UC applications now VMware equipped™ for virtualization, our valued clientele can go back and forth a sooner, more effective route to subsequent-technology collaboration."--Gary E. Barnett, senior vice president & popular manager, Collaboration platforms, Avaya
further information & assistance:
in accordance with IDC, seventy five % of groups pointed out virtualization is considered for the default construct of recent server hardware.three
The suitable challenge fighting organizations from expanding virtualization is reliability, in keeping with V-Index, a virtualization trade quarterly survey.4
Avaya charisma VE should be included in Avaya's existing Triple 7 advertising, which helps customers of the Avaya CS1000 platform circulate to an Avaya air of secrecy answer.
VMware, VMware vCenter and VMware equipped are registered emblems and/or emblems of VMware, Inc. within the united states and/or other jurisdictions. the use of the note "accomplice" or "partnership" does not imply a felony partnership relationship between VMware and some other company.
All emblems recognized via ®, TM, or SM are registered marks, logos, and repair marks, respectively, of Avaya Inc. Avaya and different events may additionally also have trademark rights in different phrases used herein.
Tags: Avaya, Avaya air of secrecy, virtualization, VMware, collaboration, mobility, unified communications, cellular collaboration, contact middle
About Avaya: Avaya is a world issuer of business collaboration and communications solutions, presenting unified communications, contact centers, networking and connected features to companies of all sizes all over the world. For more assistance please talk over with www.avaya.com.
definite statements contained in this press unlock are forward-searching statements. These statements could be identified via forward-looking terminology corresponding to "count on," "trust," "continue," "might," "estimate," "are expecting," "intend," "may additionally," "might," "plan," "advantage," "predict," "should still" or "will" or different an identical terminology. we have based these ahead-looking statements on our present expectations, assumptions, estimates and projections. while we accept as true with these expectations, assumptions, estimates and projections are comparatively cheap, such ahead searching statements are most effective predictions and contain widely used and unknown hazards and uncertainties, a lot of which might be beyond our control. These and other vital elements may cause our precise effects, performance or achievements to differ materially from any future outcomes, efficiency or achievements expressed or implied by using these forward-looking statements. For an inventory and outline of such risks and uncertainties, please discuss with Avaya's filings with the SEC that are available at www.sec.gov. Avaya disclaims any intention or duty to replace or revise any ahead-searching statements, whether because of new counsel, future hobbies or in any other case.
observe Avaya: Twitter, fb, YouTube, LinkedIn
1 Nemertes analysis 2012-13 Communications and Computing Benchmark.
2 Avaya Collaboration Pods start trials later this 12 months.
three IDC Market analysis standpoint: worldwide commercial enterprise Virtualization application, 2011, doc #232074, December 2011.
4 V-Index: Virtualization Penetration rate in the enterprise file, Q3 and Q2 2011, by using Vanson Bourne market research.
source: Avaya Inc.
July 20, 2010 07:00 ET
New Avaya charisma™ Contact center Drives actual-Time Collaboration and Agent productivity; Can increase client delight by means of as much as 50 p.c
BASKING RIDGE, NJ--(Marketwire - July 20, 2010) - Avaya, a world chief in commercial enterprise communications techniques, utility and functions, added its subsequent-generation of contact core options to meet the true-time calls for of a hastily evolving customer carrier environment. the new options -- which include innovations in multimedia work task, group of workers optimization and outbound self-service -- can support corporations greater comfortably manage consumer experiences in an at all times-on world. These advancements drive advancements in customer delight, agent productiveness, and price-rate reductions right through contact core operations.
primary to the new choices is Avaya charisma™ Contact core, a multimedia work project application for mid-measurement contact facilities that connects consumers and their information to the right agent or knowledgeable by means of any communications mode (i.e. voice, video, electronic mail, chat). It uses the Session Initiation Protocol (SIP)-primarily based collaborative session mannequin of Avaya™ air of secrecy -- the business's business communications applications platform -- to raise the effectivity and exceptional of customer provider. Avaya air of mystery Contact core complements the colossal commercial enterprise solutions of Avaya air of secrecy name center Elite, and should serve as its multimedia extension.
Avaya air of secrecy Contact core's collaboration capabilities support a business take into account the whole context of a consumer interaction -- together with the client's mode of communications, history and current wants. The answer additionally brings collaborative sessions to client service, disposing of the system of having valued clientele repeat counsel to a number of americans as they development via a call. with the aid of bringing the customer, agent and knowledgeable into a session to share tips, an organization can reduce consumer frustrations, enhance first-contact decision and boost experiences. through this method, Avaya air of mystery Contact middle can enhance customer delight with the aid of as much as 50 %.(1)
client experiences are crucial, yet most groups are not privy to the disconnect they have got with their personal purchasers. A analyze through Webtorials Editorial shows that eighty p.c of agencies believe they deliver an excellent or sophisticated client experience, whereas most effective 20 p.c of consumers agree. moreover, 82 p.c of buyers say their event with the contact center is crucial or very crucial of their opinion about an organization's photograph.
"SIP and net functions permit contact centers to do what used to require totally personalized and expensive desktop telephony integrations (CTI) to achieve," pointed out Drew Kraus, research vp, Gartner, Inc. "It makes multi-modal consumer service greatly attainable, as a substitute of constrained to simply large-funds contact centers. With continued adoption of multi-modal contact centers, and an evolving social media area, SIP is a growing enviornment of interest for corporations."
Avaya aura Contact middle additionally enables improved agent productivity, considering the fact that brokers no longer ought to juggle separate communications channels throughout diverse methods. A single computer agent utility can also be used to tune and manipulate up to 6 sorts of transactions concurrently -- one voice and five non-voice (e mail, internet chat, and so on). It also lets groups bring advanced work items, similar to online applications or claims, to agent computers by means of an 'open widespread queue,' which used to require a separate workstream. additionally, all over incoming client quick messages or chats, the answer identifies context-sensitive keyword phrases, which might be matched up with prepared textual responses the agent can use to pace interactions. key phrases can even be used to create a list of imperative accessible consultants, reducing the time spent searching for them.(2)
New solutions bring conclusion-to-conclusion journey administration All of cutting-edge introductions provide a foundation for conclusion-to-end adventure management, which makes use of open communications so businesses can orchestrate individuals and tips, gain knowledge of consumer records, carry full context to sessions, and immerse agents and valued clientele right into a collaborative session. different new solutions unveiled nowadays encompass:
Avaya aura™ personnel Optimization (WFO): Avaya introduces its first integrated present in personnel optimization, enabling corporations to make more informed decisions about customer provider. WFO includes recording and first-class monitoring to capture and synchronize an agent's audio and reveal endeavor so supervisors can see the total scope of interactions. insight received through quality monitoring has been forecast to reduce agent practicing time by using 30 %.(three)
The solution also contains a team of workers administration utility that collects counsel and historical trends from a contact center, corresponding to call volumes for a given time, to determine top-rated staffing necessities. This reduces excess expenses and speeds up return on investment. more effective group of workers scheduling can result in a 20 % charge-reduction.(four)
Avaya Proactive Outreach supervisor: Designed to let organizations attain out to consumers by the use of self-service, Proactive Outreach supervisor locations all multimedia interactions on a single platform. This enables companies to head past outbound calling to extra effortlessly use outbound notification campaigns incorporating a number of modes of communications. inns, for example, can use it to send room availability notices and promotions, while producers can more comfortably provide actual-time updates on shipments.
Outbound self-service can pressure new revenues and discount rates, with one customer reporting a ten percent increase in payments, and $50,000 in annual reductions from automatic appointment reminders. This solution also provides the capacity to control each outbound and inbound self-carrier the usage of a web browser accessible device, simplifying administration and cutting back the expenses of outbound self-carrier, given that the identical techniques can now be used for each features.
other introductions include Avaya aura™ name core Elite 6.0, the new version of Avaya's name routing software for tremendous agencies, which now presents greater skill and comprises the adaptive, predictive routing capabilities of company suggest as an entitlement. The business also delivers Avaya IQ 5.1, the company's potent reporting and analytics solution, which beneficial properties better potential (900 simultaneous users), availability, and graphical views.
"As subsequent-generation communications takes cling, corporations appreciate that customer expectations continue to stream in one course -- up," noted Anthony Bartolo, normal supervisor, Contact middle options, Avaya. "Avaya air of secrecy Contact middle and our new americans-centric collaboration options provide the tools to greater without difficulty manipulate experiences, each for consumers and the agents who serve them."
Avaya is the 2009 chief in the global contact core market (measured by using contact center agent end user profits),(5) and 88 % of Bloomberg Businessweek's 2010 customer carrier Champs use Avaya contact middle solutions.(6)
ATGStores to raise precise-Time consumer carrier ranges with Avaya charisma Contact core A company making ready to reap the advantages of Avaya charisma Contact core is Washington-based mostly ATGStores, a premier browsing destination for trade authorities and owners eager to construct, redesign, and beautify their homes and corporations. The online retailer facets over three million products from more than 1,800 name brand manufacturers -- including lighting, plumbing, furnishings, hardware, home equipment, and extra.
With ninety six p.c of its company conducted practically, ATGStores counts on their contact middle for using customer interactions and precise-time customer service. The company expects Avaya's latest offering to boost multimedia customer communications, helping to enhance agent productiveness and customer experiences.
"Our purpose is to carry 'one-touch resolution' the place a consumer's query or problem is solved appropriate then and there," pointed out Brad Halbach, vice chairman, ATGStores. "To do that, our brokers should directly be mindful client wants, gather pertinent assistance, and seamlessly herald specialists. We require the most beneficial equipment for multi-tasking across all kinds of interactions, and Avaya charisma Contact center is the answer now we have been watching for. i'm eager for the utility's potential to create collaborative periods, with key information intact."
in line with Halbach, Avaya charisma Contact core is a good fit for an online business like ATGStores, which has seen net chat interactions more than double on account that coming into use. He expects agents to benefit from managing net chat and other consumer interactions by way of the solution's single streamlined portal, as a substitute of the use of assorted interaction windows. as an instance, a cellphone order for a chandelier, an internet chat on a faucet question, and an e-mail inquiry about a new crib can be extra effectively tracked and handled via brokers.
ATGStores is owned through Allied change group, which owns and operates a protracted household of more than 500 online shops, together with lighting Universe, Fixture Universe and outdoor living Showroom. For more counsel, visit their net site at www.ATGStores.com.
For additional info, including an in depth backgrounder on the brand new Avaya contact center items and a white paper, please seek advice from the Avaya press room online at: http://www.avaya.com/gcm/grasp-u . s . a ./en-us/corporate/pressroom/index.htm
be part of AVAYA FOR THE LAUNCH: Avaya will host a sequence of world one-hour webcasts on cutting-edge announcement for consumers, partners and other fascinated parties. To register for the webcast linked to your region, please click on one among the following hyperlinks:
For the USA, starting at 1:00 pm EDT nowadays, click on here.
For Canada, Mexico, the Caribbean, Latin the usa and South america, beginning at 2:30 pm EDT nowadays, click right here.
For Asia-Pacific, beginning at eleven:30 pm EDT today, click right here.
For Europe, center East and Africa, beginning at 5:00 am EDT, Wednesday, July 21, click right here.
About Avaya Avaya is a global leader in enterprise communications programs. The enterprise provides unified communications, contact facilities, records options and connected services without delay and thru its channel companions to leading companies and organizations world wide. organisations of all sizes rely on Avaya for state-of-the-artwork communications that enrich efficiency, collaboration, consumer service and competitiveness. For more information, please seek advice from www.avaya.com.
(1) in line with consumer case analyze(2) feature performance according to configuration(three) source: IT Navigator, Avaya associate and consumer(four) source: IT Navigator, Avaya companion and client(5) Gartner document: Contact center Market Share, worldwide Totals, 2009, Drew Kraus, March, 2010(6) according to Avaya tabulation of Bloomberg Businessweek 2010 client provider Champs list.
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Avaya Aura Call Center Elite and Call Center Elite Multichannel Implement
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ATLANTA--(BUSINESS WIRE)--Jacada, Inc., a leading global provider of customer experience technology designed to simplify the interaction between businesses and their customers, today announced the public availability of the Jacada Multi-Channel Agent Desktop for the Avaya Aura® Call Center Elite Multi-Channel Platform. Created to meet the demands of agents interacting across multiple channels simultaneously, the multichannel agent desktop seamlessly unifies several channels into one convenient interface. The enhancement is designed as a lightweight desktop alternative for the current Avaya solution, to work with the current Avaya Aura® Call Center Elite Multi-Channel infrastructure and to be deployed rapidly by virtue of its thin-client design.
Agents are now able to simultaneously manage multiple customers across multiple Call Center Elite channels from a unified desktop that reflects a single view of each customer’s interaction. All Call Center Elite channels (Voice, Email, and Chat) are unified onto a single, convenient desktop for an improved agent experience. This results in more efficient handling of multiple customers from multiple channels at the same time. Additionally, the Jacada desktop automatically dispositions the interactions, saving the agents time and reducing error.
“The Avaya Aura® Call Center Elite Multi-Channel Platform is a highly innovative solution and has been deployed successfully in many organizations,” said Guy Yair, Co-Chief Executive Officer of Jacada. “With the release of Jacada Multi-Channel Agent Desktop for Avaya, we are enriching the Avaya Aura® Call Center Elite environment by providing agents with an easy way to manage not only multiple channels, but also multiple customers, simultaneously through our innovative 'one click away' design.”
The Jacada Multi-Channel Agent Desktop completes the Avaya Call Center Elite Multi-Channel Platform investment by driving more efficiency at the agent desktop. Easily deployed as either a Call Center Elite Multi-Channel replacement desktop or as an additional component, agents will appreciate the ease of use and the ability to service multiple customers simultaneously.
Webinars presenting the Jacada Multi-Channel Agent Desktop are being held on November 12th. Visit this link to join the event: http://www2.jacada.com/EMCwebinar
For more information about the Jacada Multi-Channel Agent Desktop for the Avaya Aura® Call Center Elite Multi-Channel Platform, visit http://www2.jacada.com/EMCDesktop
*Avaya Aura® is a registered trademark of Avaya, Inc.
Jacada provides solutions that simplify and improve the effectiveness of customer interactions. Jacada’s mobile, customer, agent desktop and process optimization solutions help companies reduce the cost of their operations, drive customer satisfaction, and provide a complete return on investment within the first year after deployment. Founded in 1990, Jacada operates globally with offices in Atlanta, USA; London, England; Munich, Germany; Herzliya, Israel; and Stockholm, Sweden. More information is available at www.jacada.com.
Antone Gonsalves and Tracee Herbaugh
Companies want contact centers that can provide customer service by phone, the web or mobile devices. So Avaya Inc. is providing those capabilities in the latest software added to its contact center product portfolio.
Avaya plans to release in the fourth quarter software called Oceana that integrates with the vendor's on-premises Call Center Elite product and the Breeze platform, which is a collection of app dev tools Avaya introduced in March.
Companies that buy Oceana would deploy it on the Avaya Aura Communication Manager, which contains Elite. Communication Manager is at the core of Avaya's unified communications platform. It is also the foundation for delivering voice, video, messaging, mobility and other UC services.
Companies that install Oceana in Communication Manager can use Breeze app dev tools to build and deploy workflow processes that take the contact center beyond just receiving telephone calls and sending emails.
"The Oceana framework modernizes Avaya's contact center," said Irwin Lazar, an analyst with Nemertes Research, based in Mokena, Ill.
Use cases for Oceana could include making a website search engine more intelligent. Visitors who ask questions indicating a problem or possible sales opportunity could get the option of talking to a call center agent.
Other possibilities include embedding inside a website the option of a VoIP call that could lead to an agent co-browsing the site with visitors to help them find products or services.
Because Oceana is built on the Breeze platform, companies can use the latter to create workflow processes that take customer service to mobile devices. For example, developers could program software in an internet-enabled car to send an alert to a call center agent when the vehicle gets a flat tire. The agent could then send to the motorist a text asking whether a repair person is needed.
"All of those kinds of rules can be predefined and supported as part of Oceana," said Karen Hardy, a senior director of product management at Avaya.
Other Oceana app dev tools
Along with the core Oceana software, Avaya plans to release Oceana Workspaces and Oceanalytics. Workspaces require the use of a new set of development tools called the Breeze Client SDK (software development kit).
The SDK lets companies build a browser-based desktop client tailored to the needs of specific groups of employees and managers. The client would include access to applications and customer data related to the workers' jobs. Oceana accesses customer data from non-Avaya business applications through prebuilt modules that Avaya calls Snap-ins.
Oceanalytics takes the events and historical data in contact center-related software and looks for patterns and trends. That type of information could indicate a problem or interest in specific products or services. "You're starting to identify a way in which you can proactively build out [marketing] campaigns," Hardy said.
Avaya plans to release pricing for Oceana next month. The company will sell the product through a three- or five-year subscription license. Avaya will also offer professional services to businesses that want help redesigning contact center communications.
Contact centers typically have products from multiple suppliers, including those that compete, Hardy said. Avaya is hoping Oceana will provide an incentive for customers to do more with its products.
"Our customer base has many of our competitors also installed, and we see an opportunity to be able to provide the ability for customers to preserve what they have and ride Oceana on the top," she said.
Avaya's push into contact center application development comes as the company struggles under more than $5 billion in debt. The company spends roughly $400 million annually to service the debt.
Avaya recently retained New York-based investment bank Goldman Sachs to help the company explore the option of an asset sale.
SANTA CLARA, CA--(Marketwired - Apr 29, 2014) -
Avaya's partner-hosted Customer Experience Management (CEM) solution for TeleTech's new cloud offer will provide flexible alternative to premises-based systems.
Avaya partner-hosted CEM solution will enable TeleTech and its clients to "pay-as-you-use" for software applications through a utility-based consumption model.
Avaya Control Manager will enable TeleTech to turn up new services and agents quickly when and where its clients need them.
Avaya, a global provider of business collaboration and communications solutions and services, today announced an agreement with TeleTech Holdings, Inc ( NASDAQ : TTEC ), a leading global provider of analytics-driven, technology-enabled customer engagement solutions, to launch a new cloud offering based on Avaya's Customer Experience Management (CEM) solution.
The agreement enables TeleTech to host Avaya applications in its US-based data centers, allowing the company and its subsidiaries to deliver sophisticated Contact Center as a Service (CCaaS) solutions to their end customers. The new model is expected to significantly broaden TeleTech's industry-leading focus on customer experience management solutions for businesses with new highly flexible options for enterprise and SME clients.
TeleTech will leverage the virtualized capabilities of the Avaya Aura® platform to deliver private, public and hybrid cloud offerings to its clients. The Avaya Aura platform includes Communication Manager, Contact Center Elite, Avaya Call Recording and Elite multi-channel applications. TeleTech will be able to extend this robust contact center feature set of tools, applications and services to its clients in a simple, pay-as-you-use monthly utility pricing model. The shift to a operating expense model will offer TeleTech clients greater flexibility to scale up and down with business needs and better manage financial impacts.
As part of the Avaya solution, the Avaya Control Manager (ACM) will provide TeleTech with granular multi-tenant administration through roles-based access management that includes provisioning, license usage tracking, profile usage for output to billing, and historical cradle-to-grave contact center reporting.
Quotes "Clients are seeking ways to improve their customer experience with sophisticated new capabilities, but also reduce complexities and costs by transforming their operational and financial business models. We believe the TeleTech cloud powered by Avaya is an ideal solution for our clients, providing the freedom to select the services, tools and applications they require on their terms and on their timelines in order for their businesses to flourish."Brian Shepherd, executive vice president, TeleTech Customer Technology Services
"Cloud service providers have a growing range of technologies and a variety of requirements to accommodate on behalf of their business clients. This means clients and service providers need flexibility in applications and cloud delivery models, scalability and financing. Avaya's partner hosted CEM solution provides that flexibility, helping service providers like TeleTech to build profitable, long-term relationships with their clients and end customers."Joe Manuele, vice president, Global Service Providers, System Integrators and Cloud, Avaya
Tags Avaya, contact center, contact center as a service, CCaaS, CEM, customer service, customer experience management, collaborative cloud, TeleTech, TSG.
About TeleTech TeleTech, founded in 1982, is a leading global provider of analytics-driven, technology-enabled services that puts customer engagement at the core of business success. The Company offers an integrated platform that combines analytics, strategy, process, systems integration, technology and operations to simplify the delivery of the customer experience for Global 1000 clients and their customers. This holistic multichannel approach improves customer satisfaction, increases customer loyalty and drives long-term profitability and growth. From strategic consulting to operational execution, TeleTech's over 40,000 employees speaking over 50 languages deliver results for clients in the automotive, communications and media, financial services, government, healthcare, technology, transportation and retail industries. Through the TeleTech Community Foundation, the Company leverages its innovative leadership to ensure that students in underserved communities around the globe have access to the tools and support they need to maximize their educational outcomes. For additional information, please visit www.teletech.com and www.4tsg.com.
About Avaya Avaya is a global provider of business collaboration and communications solutions, providing unified communications, contact centers, networking and related services to companies of all sizes around the world. For more information, please visit www.avaya.com.
"Certain statements contained in this press release are forward-looking statements. These statements may be identified by the use of forward-looking terminology such as "anticipate," "believe," "continue," "could," "estimate," "expect," "intend," "may," "might," "plan," "potential," "predict," "should" or "will" or other similar terminology. We have based these forward-looking statements on our current expectations, assumptions, estimates and projections. While we believe these expectations, assumptions, estimates and projections are reasonable, such forward looking statements are only predictions and involve known and unknown risks and uncertainties, many of which are beyond our control. These and other important factors may cause our actual results, performance or achievements to differ materially from any future results, performance or achievements expressed or implied by these forward-looking statements. For a list and description of such risks and uncertainties, please refer to Avaya's and TeleTech's filings with the SEC that are available at www.sec.gov. Avaya and TeleTech disclaim any intention or obligation to update or revise any forward-looking statements, whether as a result of new information, future events or otherwise."
Follow Avaya on Twitter, Facebook, YouTube, LinkedIn, Flickr, and the Avaya Connected Blog
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