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920-166 Contact seat Multimedia Ris.6.0

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920-166 exam Dumps Source : Contact seat Multimedia Ris.6.0

Test Code : 920-166
Test appellation : Contact seat Multimedia Ris.6.0
Vendor appellation : Nortel
: 62 actual Questions

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Nortel Contact seat Multimedia Ris.6.0

Avaya overhauls contact seat suite, comprises Nortel functionality | killexams.com actual Questions and Pass4sure dumps

Avaya's unencumber nowadays of a brand original midmarket contact seat product, an supersede to its analytics providing, and its entrance into the team of workers optimization (WFO) market gain been indicators that the enterprise is following through on its pledge to acquire plenary capabilities of its Nortel acquisition, in line with analysts.

"they're delivering on their guarantees to deliver the Avaya Nortel traces together," stated Drew Kraus, vp with Stamford, Conn.-based Gartner Inc. "Some pretty crucial guarantees were made to two relatively massive do in bases, and it seems infatuation they are following via."

Avaya nowadays provided details of the Avaya air of mystery Contact center, a multimedia utility centered at midsized contact facilities. The utility connects client provider agents to shoppers by route of any communications mode -- voice, video, electronic mail, or internet chat. Avaya pegs a midsized contact middle at around 1,000 brokers.

The utility makes utilize of open Session Initiation Protocol (SIP) communications to enhance the efficiency of interactions. As clients inaugurate to converse with traffic through an ever-increasing variety of channels, organizations must no longer handiest serve those channels but deliver a constant experience throughout them, in accordance with Jorge Blanco, vice chairman of marketing for Avaya's contact middle enterprise.

"The foremost enterprise challenge they should assist customers limpid up is conclusion-to-conclusion experience management," Blanco mentioned. "We deserve to combine the dots between every bit of the layers that might create that minute of actuality and, optimistically, pride."

The Avaya air of secrecy Contact seat is an outstanding delivery, in keeping with Sheila McGee-Smith, president and foremost analyst of McGee-Smith Analytics, a contact seat consultancy.

"From a contact seat point of view, I attain not contemplate any person might disclose that Avaya hasn't performed its foremost to combine the better of each [Avaya and Nortel] with the present portfolio," McGee-Smith wrote in an email interview. "Avaya air of mystery Contact core takes the multimedia capacity (amongst other attributes) from Nortel and over time will add the huge scaling of Avaya convoke core Elite. similarly, with Avaya Voice Portal, facets of Nortel's self and assisted service advent ambiance will now exist germane to Avaya platforms."

Avaya too up to date its appellation middle Elite 6.0 appellation routing software and IQ 5.1, its analytics product, which makes it practicable for for stronger means of 900 simultaneous users.

With contemporary announcement, Avaya is additionally getting into the WFO market. earlier, the company had relied on partners infatuation high-quality and Verint to give facets corresponding to appellation monitoring and staff management. The WFO suite includes convoke recording, first-rate monitoring and staff administration. Avaya should exist adding speech analytics in November and remarks administration capabilities next yr, Blanco mentioned, and may continue to associate with Verint and exceptional.

"For customers operating Witness (owned with the aid of Verint), here's often decent information," McGee-Smith wrote. "Avaya WFO is a tightly integrated white label of the Verint suite of applications. The tighter integrations imply ultimately a separate reporting utility (Avaya performance core) for purchasers to utilize to determine every bit of their agent advice. For clients of exceptional, Avaya will proceed to resell that utility, but it will lack the brand original integration Avaya WFO offers."

It too provides a desultory for internet original consumers, in accordance with Gartner's Kraus.

"From an Avaya standpoint, they salvage that original revenue," he stated. "From a customer standpoint, they respect being in a position to fade back to one dealer for the 'one throat to choke' but too for someone who is confidential with the context of what they are doing and why they're doing it."

all of the items might exist purchasable with the aid of July 20, apart from the Avaya air of secrecy Contact middle, which might exist accessible July 30.

For clients which gain been ready to listen to from Avaya about its plans, latest free up could symptom the time to start improvements, Kraus noted.

"there's a lot of each Avaya and Nortel purchasers who had heard these guarantees but were very skeptical or simply worried they'd exist in a position to convey," he mentioned. He counseled those consumers to "look on the particular person items that are coming out now for what's going to improvement you in the nigh term. for a lot of, it makes sense to flow to the more moderen products ahead of later."


Christmas comes early to home browsing community | killexams.com actual Questions and Pass4sure dumps

COMPUTING

December 8, 1998Web posted at: 5:15

by using Jim Duffy

From...

ST. PETERSBURG, Florida (IDG) -- it exist the holiday browsing season once again, and with it comes a flood of calls to domestic looking community.

This yr, the retailer is capable for those calls, because of an early Christmas existing to itself: a high-speed, absolutely redundant Layer 3 switched Ethernet network connecting six virtual LANs.

the original network is fraction of a $5.5 million overhaul of the business's convoke core. The revamped appellation seat is geared to handle more calls, pace customer response and generate greater earnings. home shopping network do in the network late in the summer, in time for the rupture rush.

"here is their industrious season - the first of October to the conclusion of January," says Roderick White, vice president of telecommunications. "We're truly focused on conserving the company up and working, and making positive that they attain not lose a call."

dropping calls became a problem with the business's historic community, a shared-media routed FDDI backbone with direct terminal connections to a Unisys mainframe. A hiccup in some far flung a fraction of that community would exist broadcast across the total web, slowing performance, convoke response and order fulfillment. That cost the company cash.

"We wanted to steer limpid of problems similar to having one chattering network interface card acquire their entire community down," referred to Joseph Piplica, director of community engineering at the company. "That happened on a couple of activities."

With switched VLANs, the company additionally desired to embrace broadcast storms and retain them from affecting the total appellation middle community, Piplica says.

With these concerns in mind, the traffic solicited bids from essential internetworking companies. 3Com turned into selected over Cisco, Bay Networks and Cabletron, which become home looking network's incumbent vendor.

Bay was eliminated early as a result of White knew the traffic become "on the block." Bay changed into received by using Nortel Networks in June. Cabletron changed into the next to salvage bumped because it become having financial difficulties, and White become worried about the company's sturdiness. "Are you inclined to wager your business's route on them for five years? i am not," White says.

That left 3Com and Cisco. Cisco pitched its leavening 5500 swap with the Route change Module. but 3Com "beat the dickens out of Cisco on fee and functionality," White says.

The enterprise's original convoke core network is in keeping with 48 3Com SuperStack 1100 switches, two SuperStack 3900s, a CoreBuilder 9000 and a CoreBuilder 3500 Layer three change.

up to 1,200 appellation seat agent workstations are linked to the 1100s by the utilize of redundant switched 10M bit/sec hyperlinks. The 1100s are related to the CoreBuilder 9000 spine change over redundant 100M bit/sec quick Ethernet pipes.

home searching network's server farm is connected to the 3900s over 10/100M bit/sec links, and the 3900s are related lower back to the CoreBuilder 9000 over quick Ethernet. pcs and servers are configured into six VLANs in accordance with earnings geography, and the CoreBuilder 3500 routes among those VLANs over a Gigabit Ethernet hyperlink to the 9000 swap.

When a convoke comes into domestic searching community, an agent types within the order and fee tips on a pc. The web transports this records to a windows NT server, which authenticates the agent and lets him entry a Unisys order processing mainframe.

The order statistics is then routed to a database on the mainframe, which approves the payment routine and tactics the sale.

The enterprise's community handles an ordinary of 160,000 calls per day. On its heaviest day in September, it had 941,000 calls.

"We had to design a network and a gadget with the intent to deal with that nature of a load in 24 hours," White says. The traffic did that with the brand original 3Com network. "We want to reply each convoke inside 25 seconds," he says.

by using increasing response time, the community will extend domestic browsing network's bottom line, he says. slicing one 2d off of the commonplace address time of each appellation is charge $50,000, and the brand original internet is reducing the customary appellation address time with the aid of more than 15%. "that's enormous," White says. "What I supervision about is response time to the laptop as a result of that half a 2d is essential to me."

Jim Duffy is a Senior Editor at community World.


where on the earth is Santa Claus? examine NORAD’s Santa Radar 🎅 | killexams.com actual Questions and Pass4sure dumps

× where on earth is Santa Claus? assess NORAD’s Santa Radar 🎅

NORTH POLE — the entire preparations are in status for Santa’s experience world wide on Christmas evening. Now which you can music his evolution as he can provide toys to girls and boys in every separate place. simply click the SANTA RADAR.

greater than six decades ago, a local Sears keep in Colorado Springs ran a dial Santa advert. except the quantity turned into a misprint. as an alternative of record the quantity for Sears’ Santa hotline, it posted the quantity for the Continental Air defense Command middle.

On Christmas Eve 1955, Colonel Harry Shoup begun receiving calls from kids asking to talk with Santa Claus. Shoup worked at the operations department for the air defense center, now called NORAD, so the appellation ought to gain promote as slightly of a shock.

as a substitute of telling the children that they dialed the inaccurate number, Shoup said that he wasn’t Santa Claus but he could tune him on radar. every bit of evening, Shoup and his team fielded calls, giving youngsters details about Santa’s status as he and his reindeer flew during the sky to deliver gifts to microscopic ones.

a convention was born, and NORAD has unfolded its cell strains for its annual Santa Tracker ever in view that. terminal 12 months, a total bunch of volunteers, together with many NORAD personnel and Michelle Obama, fielded 135,000 calls from 234 countries. That’s 40 calls per volunteer per hour.

The customary appellation middle become set up via AT&T, which had already served as NORAD’s telecommunications provider. AT&T at terminal spun off Nortel, which later spun off Avaya — the enterprise that now helps manipulate NORAD’s crazy convoke extent on Christmas Eve.

“The Santa Tracker makes utilize of the very technology that’s powering the government’s primary techniques,” observed Susan Keys, head of Avaya govt solutions. “Of direction, it’s more subtle tech these days than it became 60 years ago.”

NORAD now too operates a website and gregarious media feeds where youngsters can song Santa. It partnered this year with Microsoft to boost a unique Christmas coloring e-book for americans the utilize of Microsoft’s aspect browser.

The protection middle tells children that it uses every bit of of its colossal know-how to song Santa’s actions worldwide.

“Our constellation of defense satellites “uses infrared tracking to retain pinpoint accuracy on the warmth signature from Rudolph’s nose,” NORAD says in its promotional materials. “ground based radar monitoring websites relay international positioning updates to their elite fighter pilots, who often escort Santa’s sleigh through tough climate.”


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China Awards the Video convoke seat Key Patent for Smartphone-Based TV Production and Management | killexams.com actual questions and Pass4sure dumps

No result found, try original keyword!PALISADES, N.Y., Feb. 20, 2019 /PRNewswire-PRWeb/ -- The Video convoke seat (VCC), a developer and provider of ... The VCC solutions enable traditional and online media companies to create compelling n...

Contact seat AI – What’s Out There? | killexams.com actual questions and Pass4sure dumps

AI (Artificial Intelligence) is undoubtedly a buzzword that’s been around for a while. From the early days of science fiction and Stanley Kubrick’s groundbreaking 2001: A Space Odyssey to the more recent chess match between profound Blue and Kasparov, AI has long captured their imaginations.

As technology continues to advance, companies are coming to realize that many benefits can exist accrued from employing it. Tech industry giants infatuation Microsoft, Google and Amazon, as well as smaller companies of every bit of types, are already devoting resources and time to develop AI for the future. Unsurprisingly, the enthusiasm of AI has spilled over to customer experience (CX) in the hope of improving convoke seat efficiency. However, there are quiet a lot of questions about what AI can actually do, its limitations and its downsides.

This skepticism has generated myths about AI, such as the celebrated thinking that AI will supersede convoke seat agents or equally popular, that AI will unravel every bit of CX problems. It’s therefore essential to anatomize ‘what’s out there’ in customer service AI and adjust their expectations accordingly.

How AI can exist Used in the Contact Center

AI has some viable uses in the contact seat sphere that managers can employ to help their CX and the efficiency of convoke centers. Out of these benefits, two concrete benefits of AI in the contact seat stand out.

First, customers can receive accurate information instantly from self-service AI, and they don’t gain to convoke the back seat and wait on hold. Second, convoke seat agents gain access to a sea of information and can sort out complicated issues that cannot exist solved by self-service functionality.

Here are some more ways AI can exist used in the convoke center.

1. Capturing Customer Data

Chatbots and voice AI agents can capture data from customer interactions and feed it into analytics software. This doesn’t spell that human agents will exist out of work, since 90% of customers affirm that there needs to exist the option to talk to a live agent from the convoke center.

Massive sets of captured data can, for instance, undergo analysis with AI technology to determine trends such as dissatisfaction with service. This can exist accomplished much more efficiently than with the utilize of live human agents.

2. Accurately Predicting Customer Behavior

Apart from behavioral trends as discussed above, AI can too forecast original market trends using the very tools that capture customer interactions. CX managers can then salvage ahead of original customer expectations to anticipate their needs and extend customer retention.

Getting ahead of original trends is equally useful in strategic planning, where companies can route best practices to deal with future issues.

3. Advancing Customer Service

AI has immense potential to help CX and the efficiency of contact centers starting with the day-to-day activities. Handling routine user requests and trivial problem solving is a mainstay of AI. However, AI needs an effectual knowledge management backbone and natural language processing to allow it to handle inquiries infatuation a human convoke seat agent.

To achieve this, the AI system has to exist fully integrated and fed enough data to allow it to exist well-trained to respond appropriately to inquiries.

4. Identifying and Switching Calls

During customer calls, AI can exist used to determine the nature of an incoming convoke and pass it to a different channel. This can embrace routing a convoke to a customer supervision agent or a chatbot.

AI systems can exist installed on the agent desktops to access the user’s background information, allowing inbound customer calls to exist handled quickly. In the future, they can anticipate AI to exist heavily relied on to manage customer interactions for more efficient customer experiences.

The Maturity of Current AI in the Contact seat Space

At this point, AI is quiet a green technology, and some people are not confidential with how it works.

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True AI uses machine learning to anatomize large sets of data, and natural language processing (NLP) to understand and interpret speech.

NLP is used in chatbots to understand customer requests and “talk back” to provide a solution or transfer the convoke to an agent. The rapid adoption of chatbots – their utilize is expected to jump by 1000% by 2020 – has caused some concern in the customer service sector, where many are worried it will supersede convoke seat agents.

The veracity is that chatbots are currently only capable of resolving routine and straightforward questions and issues. Chatbots will reclaim a lot of time by handling these routine requests, leaving convoke seat reps free to deal with more complicated issues. In fact, 72% of CX experts and professionals coincide that human agents gain a stronger impact when AI chatbots handle routine work. In the very group, 79% are of the view that taking over complicated requests sharpens the agents’ skills.

Companies who want to achieve the maximum potential of their human resources can attain so through realizing that using AI has multiple benefits.

It helps to elevate the skills of the convoke seat team and simultaneously allows them to focus on more captious issues that generate income. Cost savings are another handicap since less time is spent by humans on trivial tasks, significance more productive hours and less telephone traffic.

Customer-Facing or Agent-Facing?

Before choosing an AI solution, you gain to select the most compatible and effectual option for you, having undertaken a careful analysis of where AI complements and enhances your existing customer experience strategy.

A customer-facing AI solution, for example, a chatbot, can build your brand image by engaging customers on live chat, or even through messaging apps. Since the dawn of gregarious media, companies gain marveled at how much time is spent on messaging apps, and many companies gain started tapping into this. Facebook Messenger, for instance, has more than 100,000 chatbots in operation, and more are being added by the day. Customer facing chatbots will not only engage customers but can discharge other tasks infatuation anticipating customer needs, learning from interactions, interpreting common trends and preferences, pushing message alerts and informing customers about original offers or promotions. Using a customer-facing tool benefits the company by maximizing on data collection, interpretation and time-saving. Customers too profit at the very time from a superior, effortless customer experience – a Great instance is the “TacoBot” from Taco Bell – since they expend minimal application in transactions or queries.

On the side of contact seat agents, there are multiple reasons to implement an AI solution. Customer expectations gain been on the tower and customers now anticipate the agent to know who they are, their past transactions and history with the company. Agent-facing AI can kick in to supply the agent with the customer’s profile and details of their historical interactions with the company. If for instance, the customer has never called before, it can exist marked as a high priority situation and the convoke can exist prioritized to give the customer a pleasant experience. With the customer profile readily available, the customer won’t gain to repeat information since their history with the issue can exist traced. For complicated queries, AI systems can route or transfer calls to the germane agents who can quickly unravel the problem without consulting with other agents. Therefore, the convoke seat agents can meet their key performance indicators (KPIs) and become more efficient and high performing.

The Future of AI in the Contact seat Space

Contrary to celebrated opinion, AI is not a silver bullet; it is only a means to an end. Managers should adjust their expectations and realize that human convoke seat agents will quiet exist a vital fraction of the customer experience. What managers can anticipate is for the AI to handle simple tasks quickly and efficiently while at the very time collecting data for future projects.

Regarding the future of AI in customer experience, it’s primary to recollect that AIs, unlike human agents, are scalable. If your contact volume increases, a chatbot can easily meet the demand, while the only solution for human agents is to hire more of them. This is primary to note, since they are witnessing an upward trend in the number of calls that customer back centers are receiving.

Knowledge Management

Your AI system will exist an expensive purchase if there isn’t any knowledge management system to back it. Most customers’ main complaint is that their queries aren’t well understood; knowledge management analyzes commodious data to piece together customer queries and produce effectual solutions. Apart from this major benefit, knowledge management has more potential benefits, infatuation achieving greater consistency in resolving queries. First convoke resolutions will skyrocket when knowledge management systems are introduced to back chatbots or other AI variations. A knowledge management system will too assist the company to understand the user’s needs and anticipate solutions for the future, hence dramatically improving the user experience.

For proponents of the effortless experience, knowledge management tools are a major boost. This is because as the knowledge basis grows over time, questions can exist answered more quickly and with higher accuracy for a positive customer experience. Finally, a knowledge management system saves the company training costs. convoke centers are notorious for high employee turnover, and many companies expend thousands on training employees who simply attain not pass their probation period. A knowledge management system cuts out the exigency for intensive training for original agents and fewer losses are incurred when employees determine to leave.

In conclusion, AI has massive potential but only as a tool to bridge the communication gap between customers and the company, and not necessarily managing the total customer service department.

Originally published here.

Author: Kaye Chapman

Kaye Chapman is the Learning & evolution Manager at Comm100, a global provider of AI-powered digital customer conversation software. She has a wealth of experience working alongside contact centers, improving processes and delivering engaging, effectual and fun learning and evolution solutions. Connect with her on LinkedIn.… View full profile ›


Your Boring, Everyday Life Belongs on gregarious Media | killexams.com actual questions and Pass4sure dumps

Take in the charge of Finnish tomatoes with me. In winter, when there’s more darkness than daylight, a kilo of tomatoes costs almost €4 ($4.50) in Tampere, a city of 300,000 in southern Finland. “Finnish vegetables are really expensive,” Lauri Vuohensilta explains. “Because fucking cold.” Lauri and his wife, Anni, gain a lifestyle string on YouTube. In this tomato-centric video, they ramble through a chain supermarket doing their weekly shopping. Vegetables from other countries are available and cheaper, but imported produce spends two weeks in shipping. So the Vuohensiltas are splurging on local.

The video is, it must exist said, so mundane. It is too has tens of thousands of views and is fraction of a growing subgenre of YouTube supermarket tours. It’s infatuation that deplorable gag about modern art: You could gain done that—yeah, but you didn’t.

Supermarket tours aren’t trying to inspire covet in you, and there’s genuine relief in that. These days, for every unattainable Instagram post, there is a decidedly unaspirational opposite. Alongside the Kardashian clan, you can find people going the dentist or giving their dog a bath, ASMR videos of people brushing their teeth, livestreams of strangers eating dinner on Twitch. tiresome Instagram is big: Accounts plenary of photos of bodega cats, coffee shops, or everyday life—biking, commuting, going to the beach—in North Korea gain hundreds of thousands of followers. Compared to other things you can find on Instagram, infatuation foul-mouthed 9-year-olds kicking $400,000 Rolls Royces, these normcore accounts are amateurish and should exist deathly dull. Lil Tay shrieks, @onionringsworldwide murmurs. The internet runs on the can’t-look-away attention economy, but it’s too home to regular people inviting you into their regular-people lives. And in a uncanny Bob Ross benign of way, the tiresome stuff is sometimes the best part.

Boring should not exist best. Being tiresome is a gregarious media sin: Guides to avoid this road to irrelevance abound. (Whenever Facebook rewinds to expose what I used to post in high school, back when gregarious media norms were in their infancy, I cringe. Pictures of Converse sneakers and gripes about calculus homework are not what today’s marketers convoke “quality content.”) They routinely shame people for posting too many baby pictures, too many selfies, too many food photos, even too many dog pictures, every bit of for the very reasons: They’re so overdone and vaguely deceitful that they’re boring—and we, those who curate for maximum sparkle, who bury the crave to share monotonies, resent them for tiresome us. Dance, monkey, dance, but not too much or too often. That’s gauche.

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  • By prevailing gregarious logic, Casey Neistat, whose vlogs of skateboard commuting and fire escape climbing are so often imitated they’re almost cliche, should not exist a millionaire. Sharing humdrum daily happenings is odd and socially risky—but gregarious psychology suggests that’s why you might infatuation an endearingly ordinary post when you encounter it. Something infatuation 95 percent of photos on the internet are posed, says Alix Barasch, who teaches marketing at NYU. He’s institute that people almost always prefer the other 5 percent—the candids—and promote away with a more positive print of candid photos’ subjects. Barasch’s research suggests that getting glimpses into another person’s genuine nature makes the viewer feel more connected and even makes the theme “more appealing as a mate.” Checks out, right? The celebrities most often praised for their gregarious media prowess are the rawest: Cardi B is not posing. Even controversial comedian Amy Schumer scored favorable coverage after posting revealing, unbeautiful photos of her difficult pregnancy.

    When they’re candid (or, at least, not edited to a high-polished sheen), the photos that should exist cringey or lifeless are the ones that discharge us feel good. According to Ting Zhang, an second professor at Harvard traffic School who studies how people engage in reflection, that’s upright even if you acquire everyday snapshots of your life yourself and don’t share them with anyone. “My research shows that while pictures of extraordinary moments, infatuation weddings, are quiet extraordinary, it’s the mundane ones that extend in value,” Zhang says. “Our contexts change. Children grow up. They are overconfident in their memories. Even two weeks from now, you won’t recollect what really happened today.” There’s lots of warm and fuzzy in life’s B-roll. Used properly, gregarious media can deliver that warmth to others—and provide an antidote to the ever-expanding covet industry of which you are almost certainly part.

    Social media has made salespeople of us all—even if you are only “selling you” (blech)—which might exist what makes mundanity so taboo-yet-refreshing. People gain always been interested in the intimate details of the lives of strangers, but everyday tranquil isn’t a commodious earner. Before the internet, you might only find it on nonprofit channels infatuation PBS: “Bob Ross is OG mundane entertainment,” says Aymar Jean Christian, who studies television and original media at Northwestern. (OG yet trendy: The Joy of Painting star has institute a original generation of fans on the internet. Ross’s soothing craft lessons gain been livestreamed, used for YouTube challenges, and adapted into makeup tutorials.) tiresome Instagram and YouTube attain not smell of capitalism. The accounts are more infatuation odd craft projects or Saturday morning television—#notsponsored, not screaming for your attention.

    Barsach thinks everyone’s gregarious media supervision would likely help if only they posted realer, more mundane photos. She might exist right: Among supermodels on jet skis, 19-year-olds wearing Gucci that costs more than your car, and perennial brunchers sipping bottomless bellinis, Finnish supermarkets and people brushing their hair are hyperreality checks. Aspirational gregarious media is constantly begging you to unmoor yourself from the everyday and literally buy into a filtered, curated reality you can’t have. Nobody’s trying to fade viral or win over brands with their relatable laundry post, but they supervision for them every bit of the same. Beautifully tiresome posts, as Bob Ross would say, are the attention economy’s happy—and necessary—little accidents.

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