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132-S-70 exam Dumps Source : Avaya Voice Self-Service Design(R) Elective
Test Code : 132-S-70
Test appellation : Avaya Voice Self-Service Design(R) Elective
Vendor appellation : Avaya
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supply: Avaya Inc.
August 18, 2008 07:45 ET
Contact middle chief Demonstrates 'Video Self service' developments That mix Speech Automation With Multimedia content material
ny, expansive apple--(Marketwire - August 18, 2008) - SpeechTEK -- At this 12 months's SpeechTEK event, Avaya (booth #312) spotlights its latest self carrier solutions that combine speech automation, voice and video communications to assist businesses give quicker, greater efficacious consumer service. SpeechTEK 2008, happening August 18 - 20 in ny metropolis, is a world adventure on rising speech technologies.
Speech self service makes it possible for consumers to communicate their instructions to an automatic system -- the usage of a telephone, kiosk or notebook -- and derive routed to the requested assistance or agent. At SpeechTEK 2008, contact core market leader(1) Avaya spotlights how speech self carrier is evolving prerogative into a extra easy, within your budget, and dynamic option to serve purchasers. This contains demonstrations of Avaya's award-profitable self carrier platform(2) -- Avaya Voice Portal -- along with the platform's expanding 'video self provider' capabilities.
These video capabilities power a sunder consumer carrier reply -- Avaya Interactive Voice and Video Response -- which mixes speech automation with dynamic video content. It lets callers acquire interaction with a corporation the usage of video-based mostly menus and content the usage of a 3G cellular equipment, video kiosk or softphone/videophone. instead of just listening to alternate options, shoppers can descry branded menus and options embedded in video, and communicate instructions to the enterprise's computerized device. visual advertisements or educational movies can even be seen while customers watch for an agent.
At SpeechTEK 2008, Avaya is demonstrating how outbound calling may also be integrated with video self service to boost customer experiences. This lets agencies proactively ship principal reminders to shoppers' instruments, accompanied via visual content material. as an instance, a floral shop consumer can receive an audio/visible reminder for a private experience, comparable to a birthday, and then expend speech to navigate visually-offered alternate options. speaking to the automatic device, the client can descry what flower arrangements they prior to now ordered, browse for a brand new association, inquire of for a live agent, and finalize bank card tips using visual menus. This illustration can also be considered in motion at SpeechTEK.
"As speech automation evolves with better precipitate and accuracy, companies are looking for new methods to pressure more advantageous flexibility and enterprise value through speech self provider," spoke of Bob Lyons, vp and customary supervisor of Avaya's Contact middle division. "by artery of maintaining the focus on bettering client experiences through dissimilar modes of communications, speech self service will proceed producing efficacious demand from shoppers and enterprise alike, and drive this market to the next degree."
in addition to Voice Portal and the Interactive Voice and Video Response options, Avaya will exhibit Avaya Dialog designer, a speech evolution tool for Voice Portal, in addition to its DevConnect developer & companion application.
Avaya Speech software Innovators existing at SpeechTek 2008
Avaya speech know-how specialists might be at the betray to participate premier practices for the usage of speech throughout an enterprise. classes featuring Avaya consultants include:
Video in the appellation middle and network: specialists during this session will focus on if there is a region for video alongside a speech solution. they are going to create the case for video expertise within the muster core and subsequent-generation networks. featuring: Dr. Val Matula, director of Avaya Labs, and Bob Cooper, chief architect of Avaya Voice Portal.
Time: Tuesday, August 19th, 11:forty five am - 12:30 pm
DTMF vs. Speech: Balancing company needs vs. Caller needs When Migrating DTMF purposes: DTMF applications are always more straightforward, sooner, and cheaper to develop than speech purposes. This presentation will explore a number of DTMF-to-DTMF utility rewrites and how the equal traffic needs could acquire been superior addressed with speech. that includes: Matt Whipple, principal advisor, Avaya Self provider options.
Time: Wednesday, August twentieth, eleven:forty five am - 12:30 pm
happy collectively: Speech and Touchtone: Can one consumer interface embody both speech and touchtone enter in an efficacious and fulfilling interplay? This session explores this query and presents insight into how speech and touchtone can drudgery together. This session teaches how to leverage each speech and touchtone to meet traffic targets. featuring: Matt Whipple, most principal advisor, Avaya Self carrier solutions.
Time: Wednesday, August twentieth, 1:forty five pm - 2:30 pm
trying out: built-in utility Design and Tuning: Tuning is a faultfinding step in the success of speech implementations. This session will overview an integrated open requisites primarily based method in keeping with Eclipse. application reporting, efficiency software logs, tuning components and extra should be covered. that includes: Judi Halperin, Avaya speech engineer, Contact hub practice, and Dennis Jakobsen, MTS division, Avaya.
Time: Wednesday, August twentieth, 1:forty five pm - 2:30 pm
(1) Gartner Market Share, Contact centers, international 2007. Drew Kraus. June 2008
(2) North American IVR systems Market. 2007. N185-seventy six. Frost & Sullivan.
Avaya offers ingenious Communications solutions that wait on companies transform their organizations to achieve marketplace skills. more than 1 million groups international, including greater than 90 percent of the FORTUNE 500®, expend Avaya options for IP Telephony, Unified Communications, Contact facilities and Communications-Enabled company approaches. Avaya international capabilities gives comprehensive service and aid for companies, petite to significant. For greater counsel talk over with the Avaya net web site: http://www.avaya.com.
Avaya these days announced new and more advantageous customer adventure management solutions to wait on businesses eliminate the fragmented, excessive-effort service that jeopardizes consumer loyalty and income growth. From a sole software platform, new capabilities raise attain and bear each factor of the consumer experience prerogative into a seamless, dynamic circulate with greater, true-time visibility into interactions and contextual assistance. The culmination is a modified customer journey built one interaction at a time.
in keeping with a recent Avaya survey(i), 93% of company managers treasure that not offering a holistic, customized, proactive consumer experience has competencies consequences which can encompass lost customers, overlooked income alternatives and lessen revenue, and decreased loyalty.
Avaya consumer experience administration (CEM) solutions support convey that holistic, proactive adventure by enabling agencies to centralize and orchestrate complete mobile, net and derive in handle with hub interactions that rotate up complete through a client permeate cycle. businesses can now effortlessly design and manipulate interactive proactive outreach and self-provider applications over SMS and e mail together with current cellular, mobilephone, video, and different handle points from a sole platform. with the aid of doing so, corporations acquire improved visibility, insights, and control across mobile, net and the contact middle, and enable a constant, omni-channel customer experience that is lacking from many consumer service techniques today.
the brand new capabilities are available now and offered throughout the following applications:-- Avaya air of mystery(R) adventure Portal 7.0 is Avaya's market-leading software platform for omni-channel inbound and outbound self-service and contact routing functions from Avaya and Avaya DevConnect partners. The latest unlock builds on the platform's open, net capabilities-primarily based structure with lead for two-means SMS and electronic mail. New zoning capabilities create it less demanding to localize delivery of consumer permeate calls and Cut back network expenses. -- Proactive Outreach manager brings collectively management of complete outbound communications -- from agent-based predictive dialing campaigns to automatic voice, electronic mail, SMS alerts and capabilities -- prerogative into a single reply managed on the Avaya aura adventure Portal. the brand new liberate supports agent-primarily based predictive dialing with each Avaya charisma name hub Elite and the latest release of Avaya air of mystery Contact middle. -- ingenious client Routing helps optimize each and each interplay via actual-time visibility into caller intent, race channel interaction historical past and other company insights. The newest unlock allows for even finer manage in response to target service tiers, commercial enterprise components, and customer segmentation.
Avaya Proactive Outreach and ingenious consumer Routing applications hasten on Avaya air of secrecy journey Portal. Avaya aura Orchestration mode designer, which comes free with Avaya air of mystery adventure Portal and Avaya air of mystery Contact middle, allows builders to create self-carrier and agent workflows across mobile, SMS, electronic mail, social, and different contact core and internet handle elements.
extra, the next evolution of the Avaya aura(R) Collaboration ambiance will construct on these capabilities to enable simplified context administration, commercial enterprise drudgery project, actual-time speech evaluation, WebRTC and more. Avaya air of secrecy Collaboration ambiance allows fast, low-cost solution construction and repeatability. Non-builders can integrate snap-ins for drag and drop programming of precise-time and lengthy operating transactions. Avaya CEM-able now, the subsequent unencumber of Avaya aura Collaboration environment and Avaya Snap-ins are planned to be often available later this yr.
Avaya expert features wait on agencies optimize consumer journey administration through a complete menu of services for self-service and agent-assisted contact middle environments.
"groups can not acquire the funds for to retain the popularity quo by relying on older contact hub applied sciences thinking the fee and disruption of an upgrade will attach their operations in danger. The greater photograph is that in the event that they don't address the altering client calls for their total enterprise is already at risk. Avaya enables companies to shut the gap between what purchasers foretell today and support agencies construct actually legendary experiences -- one interaction at a time." impress de la Vega, vice chairman and accepted manager, customer event administration options, Avaya
"once they merged both client permeate solutions from Telefonica, fastened Line and cell, they were dealing with a really advanced condition and desperately essential to simplify their contact middle to create positive a reputable, constant consumer adventure. Simplicity changed into essential with over 25,000 agents spread throughout sunder continents, techniques and with a huge diversity of services. seeing that they now acquire carried out the Avaya Contact core reply they acquire been in a position to dramatically help service and know sooner times to market for new courses and services" Mario Soro Fernandez, CRM director, Telefonica Spain
"real integration of the customer event across complete accessible communications channels, contraptions and applications is the holy grail of client service, and Avaya is among the few carriers that proffer it nowadays. the expend of a sole platform to design and carry an omni-channel experience will allow the consistency, insight and operational advantages both companies and purchasers want today."
Nancy Jamison, foremost analyst, customer Contact, Frost & Sullivan
extra supplies Avaya connected weblog: The doctor Will textual content You Now
Tags: Avaya, Avaya air of secrecy Platform, enterprise, Contact core, client event management, CEM, consumer event, Proactive Engagement, Inbound Self-service
About Avaya Avaya is a global issuer of traffic collaboration and communications options, providing unified communications, contact facilities, networking and connected features to agencies of complete sizes complete over. For greater information tickle talk over with www.avaya.com.
definite statements contained in this press unencumber are forward-searching statements. These statements may well be identified by means of forward-looking terminology equivalent to "count on," "agree with," "proceed," "might," "estimate," "predict," "intend," "may also," "could," "plan," "expertise," "predict," "should" or "will" or different similar terminology. they acquire based mostly these ahead-looking statements on their present expectations, assumptions, estimates and projections. while they believe these expectations, assumptions, estimates and projections are not pricey, such forward looking statements are simplest predictions and involve regular and unknown risks and uncertainties, a lot of that are past their handle. These and other crucial components could cause their precise consequences, performance or achievements to vary materially from any future effects, efficiency or achievements expressed or implied with the aid of these ahead-looking statements. For a list and profile of such dangers and uncertainties, tickle advert to Avaya's filings with the SEC that are available at www.sec.gov. Avaya disclaims any intent or duty to supplant or revise any ahead-looking statements, whether because of new counsel, future pursuits or in any other case.
(i) The survey was commissioned via Avaya and conducted by means of Dynamic Markets confined. It details research with company managers in significant businesses and with adult buyers. The 13 countries lined are UK, Germany, the Netherlands, Russia, US, Canada, Singapore, Japan, India, China, Australia, Mexico and Brazil. For the traffic pattern, 1268 interviews were accumulated with respondents who demonstrated ahead of interview that as a fraction of their job they arrive into contact with valued clientele and / or prospects. They also proven that they operate at middle supervisor stage and above, and that in complete their employer has as a minimum 1,500 employees or greater. The quantitative interviews had been conducted on-line between 22nd January and 4th March 2014. earlier than and throughout the interviews, respondents were not conscious that Avaya had commissioned the research.Avaya Media Contact: Deborah Kline P: 908-953-6179 firstname.lastname@example.org
supply: Avaya Inc.
(C) 2014 Marketwire L.P. complete rights reserved.
Avaya has bought Agile software, bringing in-condominium the crew that created and develops the muster core software Avaya sells to midsize groups.
with the aid of controlling R&D for Avaya's Contact hub specific (CCE) application, Avaya says it will possibly enhance new features for it extra quickly and integrate it extra tightly with different Avaya items.
Slideshow: preferred tech M&A deals of 2009
The traffic says this may result in tighter hyperlinks with communicate designer and Voice Portal, Avaya's building and management software for self-provider contact core purposes. possessing Contact middle categorical outright will also pace its integration via Session Initiation Protocol with Avaya's commonplace conversation-layer application, the company says.
Avaya will even be in a position to integrate CCE with better-end Avaya communications items for groups that grow in size or acquire new communications demands, the traffic says.
Avaya purchased Agile final week, but will no longer expose the expense. Avaya already owned 23% of the business. The purchase will give Avaya a far better footing to compete with midsize choices from competitors Alcatel-Lucent, Altitude, point, Cisco, Interactive Intelligence and Nortel, says Mike Barbagallo, an analyst with present evaluation. ordinary, Avaya is the leader in handle hub earnings, he says.
Avaya has had a blended legacy in its midsize contact core offerings, having a product, shedding it, returning with two products then OEMing from Agile, Barbagallo says. "This [deal] tells me they're definitely earnest and may help faster, including issues they want to add with out negotiating with Agile," he says.
Avaya also is saw the newest edition of CCE, which is designed to give sophisticated monitoring and reporting capabilities to contact facilities with as many as 300 agents. CCE 4.0 provides extra unique reporting of voice, electronic mail and instant messaging activity with the aid of contact hub agents, making an further Avaya reporting product, muster management equipment, pointless for many clients, Barbagallo says. The elements are used to assess agent productiveness, key records in identifying the artery to preserve charges down.
CCE 4.0 adds integration with Avaya Voice Portal. previously, if consumers wanted interactive voice response facets in CCE, they had to purchase third-party products.
The new version of utility additionally adds greater automatic facets such as auto callback; if customers appellation and hit a queue with a long wait time, they could expend CCE to schedule a time when an agent will appellation them back. The software integrates with an dialer that calls shoppers on the scheduled instances.
This story, "Avaya Buys Agile to manage Contact core application" changed into at first posted through network World.
Copyright © 2009 IDG Communications, Inc.
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Avaya today announced new and enhanced Customer experience Management solutions to wait on businesses eliminate the fragmented, high-effort service that jeopardizes customer loyalty and revenue growth. From a sole software platform, new capabilities expand reach and bring every aspect of the customer experience into a seamless, dynamic stream with greater, real-time visibility into interactions and contextual information. The terminate result is a transformed customer experience built one interaction at a time.
According to a recent Avaya survey(i), 93% of traffic managers recognize that not providing a holistic, personalized, proactive customer experience has potential consequences which can include lost customers, missed sales opportunities and lower revenue, and reduced loyalty.
Avaya Customer experience Management (CEM) solutions wait on deliver that holistic, proactive experience by enabling companies to centralize and orchestrate complete mobile, web and contact hub interactions that occur throughout a customer permeate cycle. Companies can now easily design and manage interactive proactive outreach and self-service applications over SMS and email along with existing mobile, phone, video, and other handle points from a sole platform. By doing so, companies acquire greater visibility, insights, and control across mobile, web and the contact center, and enable a consistent, omni-channel customer experience that's missing from many customer service strategies today.
The new capabilities are available now and offered through the following applications:-- Avaya Aura(R) experience Portal 7.0 is Avaya's market-leading application platform for omni-channel inbound and outbound self-service and contact routing applications from Avaya and Avaya DevConnect Partners. The latest release builds on the platform's open, Web services-based architecture with support for two-way SMS and email. New zoning capabilities create it easier to localize delivery of customer permeate calls and reduce network charges. -- Proactive Outreach Manager brings together management of complete outbound communications -- from agent-based predictive dialing campaigns to automated voice, email, SMS alerts and services -- into a single solution managed on the Avaya Aura experience Portal. The new release supports agent-based predictive dialing with both Avaya Aura Call hub Elite and the latest release of Avaya Aura Contact Center. -- brilliant Customer Routing helps optimize each and every interaction through real-time visibility into caller intent, cross channel interaction history and other traffic insights. The latest release allows even finer control based on target service levels, enterprise resources, and customer segmentation.
Avaya Proactive Outreach and brilliant Customer Routing applications hasten on Avaya Aura experience Portal. Avaya Aura Orchestration Designer, which comes free with Avaya Aura experience Portal and Avaya Aura Contact Center, allows developers to create self-service and agent workflows across mobile, SMS, email, social, and other contact hub and web handle points.
Further, the next evolution of the Avaya Aura(R) Collaboration Environment will build on these capabilities to enable simplified context management, enterprise drudgery assignment, real-time speech analysis, WebRTC and more. Avaya Aura Collaboration Environment enables rapid, cost-effective solution evolution and repeatability. Non-developers can integrate snap-ins for drag and drop programming of real-time and long running transactions. Avaya CEM-ready now, the next release of Avaya Aura Collaboration Environment and Avaya Snap-ins are planned to be generally available later this year.
Avaya Professional Services wait on companies optimize Customer experience Management through a complete menu of services for self-service and agent-assisted contact hub environments.
"Companies can no longer afford to maintain the status quo by relying on older contact hub technologies thinking the expense and disruption of an upgrade will attach their operations at risk. The bigger picture is that if they don't address the changing customer demands their entire traffic is already at risk. Avaya enables companies to nigh the gap between what customers expect today and wait on companies build truly legendary experiences -- one interaction at a time." impress de la Vega, vice president and generic manager, Customer experience Management Solutions, Avaya
"When they merged the two customer permeate solutions from Telefonica, Fixed Line and Mobile, they were dealing with a very complicated situation and desperately needed to simplify their contact hub to ensure a reliable, consistent customer experience. Simplicity was faultfinding with over 25,000 agents spread across different continents, systems and with a huge diversity of services. Since we've implemented the Avaya Contact hub solution they acquire been able to dramatically help service and realize faster times to market for new programs and services" Mario Soro Fernandez, CRM director, Telefonica Spain
"True integration of the customer experience across complete available communications channels, devices and applications is the holy grail of customer service, and Avaya is one of the few vendors that proffer it today. Using a sole platform to design and deliver an omni-channel experience will enable the consistency, insight and operational benefits both companies and customers want today."
Nancy Jamison, principal analyst, Customer Contact, Frost & Sullivan
Additional Resources Avaya Connected Blog: The Doctor Will Text You Now
Tags: Avaya, Avaya Aura Platform, Enterprise, Contact Center, Customer experience Management, CEM, Customer Experience, Proactive Engagement, Inbound Self-Service
About Avaya Avaya is a global provider of traffic collaboration and communications solutions, providing unified communications, contact centers, networking and related services to companies of complete sizes around the world. For more information tickle visit www.avaya.com.
Certain statements contained in this press release are forward-looking statements. These statements may be identified by the expend 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. They acquire based these forward-looking statements on their current expectations, assumptions, estimates and projections. While they 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 their control. These and other principal factors may cause their actual results, performance or achievements to vary 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, tickle advert to Avaya's filings with the SEC that are available at www.sec.gov. Avaya disclaims any intent or duty to update or revise any forward-looking statements, whether as a result of new information, future events or otherwise.
(i) The survey was commissioned by Avaya and conducted by Dynamic Markets Limited. It details research with traffic managers in big companies and with adult consumers. The 13 countries covered are UK, Germany, the Netherlands, Russia, US, Canada, Singapore, Japan, India, China, Australia, Mexico and Brazil. For the traffic sample, 1268 interviews were collected with respondents who confirmed prior to interview that as fraction of their job they reach into contact with customers and / or prospects. They also confirmed that they operate at middle manager flush and above, and that in total their organisation has at least 1,500 employees or more. The quantitative interviews were conducted online between 22nd January and 4th March 2014. Before and during the interviews, respondents were not conscious that Avaya had commissioned the research.Avaya Media Contact: Deborah Kline P: 908-953-6179 email@example.com
SOURCE: Avaya Inc.
(C) 2014 Marketwire L.P. complete rights reserved.
Communications SoftwarePress Release Summary:
IP-based Avaya Voice Portal Software provides artery to speech-enable Web services in customer service operations. Supporting Red Hat Linux Enterprise 3.0, product features license pooling and automatic failover capabilities. Centralized management gives IT supervisors sole interface to manage complete self-service interactions across organization. Eclipse-based Dialog Designer facilitates creation of speech self-service applications.Original Press Release: New Avaya IP Self Service Solutions Deliver brilliant Communications Through Speech Automation - Avaya Voice Portal speech self service software drives greater cost-efficiencies, improved traffic continuity and simplified management across customer service operations.
- Avaya Dialog Designer speeds and simplifies evolution of next-generation speech applications within a service-oriented architecture (SOA).
BASKING RIDGE, N.J., Aug. 1 Avaya Inc. (NYSE:AV), a leading global provider of traffic communications applications, systems and services, today announced the next generation of its Internet protocol (IP)-based speech self service solutions that deliver enhanced levels of customer service using the power of voice. The new Avaya Voice Portal software platform integrates within a service-oriented architecture (SOA), providing a faster, easier artery to speech-enable Web services across highly-distributed enterprises. This drives new cost-efficiencies and increased traffic continuity through speech self service, and makes it simpler to manage a company's customer service operations.
Today, Avaya also introduced a new speech application evolution tool, Avaya Dialog Designer, which enables designers to precipitate evolution of speech self-service applications in a cost-efficient manner. Created for integration with Web services or in traditional environments, Avaya Dialog Designer supports both Avaya Voice Portal and Avaya Interactive Response.
"A growing number of businesses are adding speech applications to enhance customer experiences and contact hub functionality. This coincides with the shift to service-oriented architectures that employ Web-based technologies to leverage a company's existing muster processing, voice response and customer support systems," said Dan Miller, senior analyst, Opus Research. "As a pioneer in open IP communications, Avaya is in a leading position to wait on businesses gracefully migrate to the next flush of speech-enabled, phone-based self service."
Avaya Voice Portal Decreases Total Cost of Ownership, Improves Application Availability and Makes System Management Simple
The Avaya Voice Portal significantly reduces the costs of deploying speech self service by using a company's existing Web services in a service-oriented architecture -- a software-based approach to integrating disparate applications based on open standards technologies. IT staff can lower total cost of ownership (TCO) by re-using existing software components and applications to more efficiently interject speech self service. The Avaya Voice Portal also supports the standards-based Red Hat Linux Enterprise 3.0 platform, reducing overall server and training costs associated with speech deployments.
Higher availability -- which is the continuous, dependable and secure operation of faultfinding applications -- is achieved through the unique IP-based architecture of Avaya Voice Portal. The software features license pooling and automatic fail over capabilities, delivering greater traffic continuity of self service at a lower cost by eliminating the requisite to over-provision, or purchase extra licenses, to wait on ensure survivability. For instance, if a media server fails in one fraction of a business, licenses and workload are automatically distributed to other servers, giving customers more consistent 'always-on' access.
The Avaya Voice Portal also contains simplified management and integration capabilities tailored for globally distributed enterprises. Higher scalability now gives IT staff a more springy artery to deploy speech self service from as low as one port (i.e. speech interaction) to thousands of ports. Centralized management capabilities simplify administration by giving IT supervisors a sole interface to manage complete self service interactions across an entire organization.
For developers, the Avaya Voice Portal includes the new Dialog Designer, an Eclipse-based application evolution tool that allows designers to more easily and efficiently create new speech applications. Eclipse is a technology framework that enables Dialog Designer to interoperate with a broad reach of standards-based evolution tools, letting designers expend their preferred languages to create applications. Dialog Designer also features a common VoiceXML 2.0 browser for expend with Avaya Voice Portal and Interactive Response, helping reduce design risks caused by browser incompatibility.
The Avaya Voice Portal and Avaya Dialog Designer are fraction of the company's Customer Interaction Suite, a core component of Avaya's family of IP-based MultiVantage(TM) Communications Applications. These new products will be showcased at SpeechTEK 2005 in New York City, August 1-3 at Booth #603.
New Avaya Solutions precipitate evolution and Deployment of Speech Applications for Gold Systems, Language Line Services
The market for speech automation is growing at a brisk rate, with research solid Datamonitor estimating that spending in North America and EMEA will grow to roughly $1.6 billion by the terminate of 2009.
A company participating in early trials of the Avaya Voice Portal and Dialog Designer is Gold Systems, an independent software vendor that creates self service software for Fortune 1000 companies, including the insurance, pecuniary services, retail and utilities industries and for big government agencies. Gold Systems is a member of the Avaya DeveloperConnection program, which promotes evolution of third-party products compatible with Avaya solutions.
In sphere trials of Avaya Dialog Designer, Gold Systems developed a trial speech application to automate order status inquiries for a big online bookseller.
"We establish that Dialog Designer gave us remarkable flexibility as they worked with the bookseller's Web service," said Herb Morreale, chief technology officer for Gold Systems. "Dialog Designer automatically determines the types of information available through a Web service and enables us to easily write the code needed to derive to that information, and participate it with a caller via speech."
Another company undergoing trials of Avaya self service is Language Line Services, which provides on-demand over-the-phone language interpretation services 24/7, in over 150 languages, for consumers and businesses. Language Line is trialing Avaya Voice Portal to meet their customer needs around the world.
"Avaya Voice Portal delivers the high-availability and multilingual capabilities that are key to their support of customers and Interpreters located around the globe," said Thomas Sterns, director, Advanced Technology evolution for Language Line. "The talent to deal voice self service support across their contact hub infrastructure helps ensure callers successfully and quickly reach their Interpreters anywhere they are located around the world -- whether in their contact hub or taking calls from home."
"Avaya Voice Portal enables businesses to bring the power of voice to self service solutions -- a faultfinding ingredient of customer service in an 'always on' world," said Eileen Rudden, vice president and generic manager, Enterprise Communications Applications Division, Avaya. "With advanced levels of open standards support and elevated availability, the Avaya Voice Portal gives businesses complete of the tools required to develop and deploy more brilliant speech self service that makes customers more satisfied and businesses more profitable."
Standards support and Platforms for Avaya Voice Portal and Dialog Designer
The Avaya Voice Portal and Dialog Designer support many of the most common software standards including Java2, JDBC, Java Servlet, Web Services Description Language (WSDL), SOAP and XML.
The Avaya Voice Portal runs across Session Initiation Protocol (SIP) and H.323 compliant media gateways, as well as traditional TDM architectures. It can be deployed on IBM WebSphere Application Server, Apache Tomcat, and other Java2 based services. Its distributed high-performance VoiceXML 2.0 media-processing software runs on any certified Red Hat Linux Enterprise 3.0 Intel or AMD platform. also supported are measure speech engines through the MRCP standard. MRCP measure engines include IBM WebSphere Voice Server and the ScanSoft Open Speech Recognizer.
Avaya Inc. designs, builds and manages communications networks for more than one million businesses worldwide, including over 90 percent of the FORTUNE 500(R). Focused on businesses big to small, Avaya is a world leader in secure and dependable IP telephony systems and communications software applications and services.
Driving the convergence of voice and data communications with traffic applications -- and distinguished by comprehensive worldwide services -- Avaya helps customers leverage existing and new networks to achieve superior traffic results. For more information visit the Avaya website: www.avaya.com/
Investor, Matt Booher, +1-908-953-7500, firstname.lastname@example.org, both of Avaya Web site: www.avaya.com/Related Thomas Industry Update
Worldwide Floor Products Manufacturer Reports Improved Customer Service Levels With Voice-Driven Automated inquest SystemDecreased customer hold times, improved muster completion rates and increased workplace efficiency are a few key benefits Armstrong World Industries, Inc. and its residential and commercial flooring customers are realizing after Armstrong attach gradation speech recognition technology to drudgery in its Home Service muster hub operations. Developed by Interactive Northwest, the speech solution runs on the Avaya Interactive Voice Response platform and is powered by gradation , the speech experts. Armstrong is a global leader in the design and manufacture of floors, ceilings and cabinets. "We acquire as many as 15,000 calls pouring into their muster hub each day --and with this muster volume, they were searching for a artery to quickly and efficiently manipulate customer questions while at the very time providing excellent customer service," said Karen Peiffer, telecom manager, Armstrong. "With wait on from Interactive Northwest and Nuance, their speech-enabled Direct Customer inquest system achieved their customer service goals of increasing self-service, allowing access to data after traffic hours, automating measure requests and even freeing up agents for the more complicated customer calls." Working closely with Armstrong, Interactive Northwest (INI) created a self-service solution that integrates the company's legacy systems with newer XML technologies to create a seamless customer experience. Callers quickly access principal product delivery information at any time, from order confirmation to ship date and carrier information. At the very time, the system reports on caller interactions, giving Armstrong visibility into its customers' preferences for using it. According to Chuck Van Meter, CEO, Interactive Northwest, "It was principal to build on Armstrong's existing telephony and database systems while providing a design that supports evolving system functionality. This allows the company to easily expand self-service into other areas. We're pleased that Armstrong has partnered with us to automate routine customer inquiries." Nuance's speech recognition software is an integral fraction of Armstrong's Direct Customer inquest system. For Armstrong, the results converse for themselves: shorter muster durations, maximized expend of muster hub staff, as well as increased customer satisfaction with shorter hold times and a more intuitive caller experience. Additionally, speech technology has reduced Armstrong's customer hold times to less than 20 seconds. By automating access to specific information, including order confirmations and packing slip requests, Armstrong leveraged speech technology to reduce customer muster durations by 50 percent and help muster completion rates by 123 percent. Not only are customers realizing the benefits of self-service access to needed information; the company is saving $5,000 per month in toll charges. "Providing optimal customer permeate was priority one for Armstrong, and speech was the missing piece within Armstrong's customer muster hub puzzle," said Chuck Berger, president and CEO, Nuance. "We're pleased Armstrong turned to gradation to create the customer calling experience faster, more efficient and ultimately, more rewarding."
About Armstrong Flooring
Armstrong Floor Products is a worldwide leader in the manufacture and marketing of residential and commercial floor products. Armstrong and its family of brands -- Armstrong Bruce(R), Hartco(R) and Robbins(R) -- proffer the most extensive portfolio of flooring products available. With targeted products for both residential and commercial applications, the Armstrong portfolio includes resilient sheet and tile, hardwood, laminates, Genuine Linoleum(TM), specialty carpet and sports flooring. In 2003, the Armstrong Ceramic line is being launched in the U.S. and Canada to enter the rapidly growing ceramics market. ToughGuard(TM) vinyl sheet flooring, introduced by Armstrong in 2000 and manufactured with a new process that dramatically improves the durability of residential sheet vinyl, continues gaining market participate and has raised the industry measure for resilient flooring performance. ArmaLock(TM) and SwiftLock(TM) locking laminates, floors that are installed without glue, are also expansive with "do it yourself" consumers. Genuine Linoleum, the original "classic resilient floor, now considered a "green" flooring product, is making a comeback in the U.S. as architects and designers - as well as homeowners - require more environmentally friendly building materials that don't sacrifice color vibrancy and design. After more than a century, Armstrong remains the foremost appellation in flooring -- known and trusted for dependable quality, an expansive offering of colors and designs to meet the personal style of complete customers and technological innovations that create lives easier. More information is available at www.armstrong.com. Armstrong. Your ideas become reality(TM).
About Interactive Northwest
Interactive Northwest, Inc. delivers customer satisfaction in self-service environments. The company works directly with clients and partners to create real-world solutions that incorporate superior design and integrate best-in-class voice response and speech recognition technologies with existing traffic systems. More than 1,000 clients across the U.S. acquire turned to Interactive Northwest for its expertise in designing, deploying, and supporting self-service technologies. Interactive Northwest is headquartered in Portland, Oregon. For more information, visit www.interactivenw.com or muster 800-732-3236.
Nuance is the speech expert. Nuance's speech software solutions enable automated access to everything from account balances to flight information, email reading to voice activated dialing - accessed using nothing more than the power of voice and an ordinary phone. In markets around the world, leading enterprises and telecommunications carriers - including British Airways, Nomura Securities, OnStar, Sprint PCS, United Parcel Service, Vodafone, and many more - drudgery with gradation to reduce costs, expand customer satisfaction and retention, create new sources of revenue and help security. gradation is headquartered in Menlo Park, Calif. and has offices around the world. For more information, visit http://www.nuance.com or muster 1-888-NUANCE-8.
Note to Editors: gradation is a trademark of gradation Communications, Inc. complete other trademarks are property of their respective owners.
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