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500-051 - Unified Communications Contact Center(R) Express Implementation - Dump Information

Vendor : Cisco
Exam Code : 500-051
Exam Name : Unified Communications Contact Center(R) Express Implementation
Questions and Answers : 50 Q & A
Updated On : November 16, 2018
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500-051 Questions and Answers

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500-051 Unified Communications Contact Center(R) Express Implementation

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500-051 exam Dumps Source : Unified Communications Contact Center(R) Express Implementation

Test Code : 500-051
Test Name : Unified Communications Contact Center(R) Express Implementation
Vendor Name : Cisco
Q&A : 50 Real Questions

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Cisco Cisco Unified Communications Contact

Cisco Named a 2018 Gartner Peer Insights shoppers’ alternative for Unified Communications | killexams.com Real Questions and Pass4sure dumps

We’re excited to announce that Cisco has been identified as a 2018 Gartner Peer Insights consumers’ option for Unified Communications. We take tremendous satisfaction in this big difference since it’s in keeping with your comments. And it’s your remarks that continues to form our products and services.

“The Gartner Peer Insights clients’ option is a consciousness of providers during this market by demonstrated conclusion-consumer gurus, taking into consideration each the variety of stories and the normal consumer rankings.” – Gartner

To ensure reasonable contrast, Gartner keeps rigorous standards for recognizing vendors with high consumer delight prices. For the customers’ option distinction, a dealer need to have at the least 50 posted reviews with a typical typical rating of four.2 stars or bigger.

listed below are excerpts from consumers that contributed to the difference:

  • “Cisco – solid And respectable” – O365 Administrator, Gov’t/PS/ED <5,000 employees. read evaluation
  • “The most appropriate IPT solution For business” – Infrastructure Analyst, Manufacturing. study review
  • “robust, respectable, And Scalable communique solution on your enterprise” – gadget Admin, Finance business. examine review
  • examine more consumer reviews

    Our team is grateful and pleased with the Gartner Peer Insights shoppers’ option consciousness. To be taught extra about this difference, or to read the reviews written about our products via the IT specialists who use them, please consult with Gartner Peer Insights’ consumers’ choice

    plot chart To all our valued clientele who submitted Gartner Peer Insights stories, thanks! it's vital to us to look that our persevered commitment to on-premises, hosted and cloud unified communications platforms be recognized by our consumers. These studies aid us mildew our items and our consumer journey. We appear forward to building on the experience that earned us this difference. when you have a Cisco story to share, we inspire you to be part of the Gartner Peer Insights crowd and weigh in.

    This newest focus follows a number of extra fresh announcements from Gartner. while the above is in accordance with client feedback, in July, Gartner analysts named Cisco a frontrunner in the 2018 Magic Quadrant for Unified Communications for the 11th 12 months operating. Cisco additionally obtained the maximum ratings in all use circumstances in the 2018 critical Capabilities for Unified Communications. download each reviews to be trained greater about the evaluations.

    And following the acquisition of BroadSoft this year, Cisco is now included within the Gartner Magic Quadrant for Unified Communications as a carrier, worldwide for the first time.

    we are about to up our game even further when it comes to Unified Communications and Collaboration. stay tuned for upcoming news on our cloud, on-premises, and hybrid solutions next month.

    The Gartner Peer Insights shoppers’ alternative logo is a trademark and repair mark of Gartner, Inc., and/or its affiliates, and is used herein with permission. All rights reserved. Gartner Peer Insights customers’ choice distinctions are determined by using the subjective opinions of particular person conclusion-user purchasers based on their own experiences, the number of published reviews on Gartner Peer Insights, and universal scores for a given supplier in the market, as additional described here, and are not intended in any strategy to signify the views of Gartner or its affiliates.

    Gartner Magic Quadrant for Unified Communications, Steve Blood, Megan Marek Fernandez, Mike Fasciani, Rafael A Benitez, 25 July 2018. Gartner important Capabilities for Unified Communications, Mike Fasciani, Megan Marek Fernandez, Steve Blood, Rafael A Benitez, 26 July 2018. Magic Quadrant for Unified Communications as a service, global, Daniel O’Connell, Megan Fernandez, Rafael Benitez, Bjarne Munc, Christopher Trueman, Mihai Nguyen, 10 October 2018. These snap shots have been posted by means of Gartner, Inc. as part of a larger research document and may be evaluated in the context of the entire document. The Gartner document is obtainable upon request from Cisco. Gartner doesn't recommend any supplier, product or carrier depicted in its analysis publications, and doesn't recommend expertise users to select handiest those vendors with the maximum scores or other designation. Gartner analysis publications include the opinions of Gartner’s research company and may not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with appreciate to this research, together with any warranties of merchantability or health for a particular intention.


    Cisco Unified Communications supervisor Overview | killexams.com Real Questions and Pass4sure dumps

    through: Dennis Hartmann

    service company takeaway: Cisco Unified Communications supervisor (CUCM) is the call routing and signaling element of the Cisco Unified Communications solution. This component of the chapter excerpt from the booklet enforcing Cisco Unified Communications supervisor, half 1 will deliver a top level view of the brand new facets, as neatly because the knowledge critical to installation, configure and installation a Cisco Unified Communications answer.

    down load the .pdf of the chapter here.

    Cisco Unified Communications (UC) is an IP-based mostly communications device integrating voice, video, records, and mobility items and functions. It permits greater useful, cozy communications and can seriously change the style in which we talk. UC represents a communications paradigm shift like that of the invention of the telegraph. UC eliminates the geographic limitations of effective communications through the use of voice, video, and data integration. enterprise may also be performed with a fluidity that progresses and evolves with you. assistance has been at our fingertips for a very long time, but UC allows for the sharing of this information to create abilities and cost.

    Cisco UC is a part of an built-in answer that contains network infrastructure, safety, mobility, network management products, lifecycle services, flexible deployment and outsourced management alternatives, end-person and accomplice financing programs, and third-birthday celebration verbal exchange purposes.

    Cisco UC can tremendously alternate the base line of business by developing greater constructive communications without losing the personal nature of a face-to-face dialog. more advantageous communication results in reduced time to market and nimble transformation of business strategies via collaboration.

    Cisco UC answer ComponentsThe Cisco UC method encompasses voice, video, and information site visitors within a single community infrastructure. Cisco UC gadget is capable of managing all three traffic kinds and interfacing with all specifications-based network protocols.

    Cisco IP Communications represents a new manner of delivering UC functionality to business clients. as a substitute of delivering a set of disjointed products with individual unencumber dates, checking out methodology, and documentation, Cisco UC is a coordinated unlock of an integrated set of items that are verified, documented, and supported as a gadget.

    determine 1-1 illustrates the four general layers of the Cisco UC voice infrastructure model and the components that make up the layers.

    The components of the ordinary layers are as follows:

  • Infrastructure layer: The infrastructure consists of routers, switches, and voice gateways. The infrastructure layer consists of information, voice, and video between all network gadgets and purposes. this accretion additionally gives high availability, management, pleasant of provider (QoS), and network protection.
  • call control layer: The name control layer gives for call processing, gadget control, and administration of the dial plan and contours. name handle can be supplied by using a CUCM, CUCM express, or CUCM business edition (CMBE). This publication focuses on the CUCM product, which is nearly just like the Cisco Unified CMBE. name processing is bodily independent from the infrastructure layer. as an instance, a CUCM, Cisco Unified CMBE, or CUCM specific in San Jose can process call control for a device physically discovered in Chicago.
  • functions layer: purposes are unbiased from name-handle features and the actual voice-processing infrastructure. functions, together with these listed right here, are built-in through IP, which makes it possible for the applications to stay any place in the network:
  • Voice mail, built-in messaging, and unified messaging functions are provided via Cisco team spirit, Cisco team spirit specific, or Cisco solidarity Connections items.
  • Contact facilities of a considerable number of sizes can also be built with Cisco Unified Contact middle and Cisco Unified Contact middle express.
  • Cisco Unified MeetingPlace and MeetingPlace specific are medium- to significant-scale conferencing servers that help video integration. The MeetingPlace product integrates lecture-fashion conferences with scalable collaboration and control equipment. Cisco Unified MeetingPlace specific is placed to the small to medium-sized agencies. MeetingPlace specific is the successor of the Cisco convention Connection server.
  • Cisco Emergency Responder (ER) enhances the existing emergency performance offered by using CUCM. Cisco ER gives actual region updates for mobile contraptions to make sure that emergency calls to the general public protection answering factor (PSAP) are thoroughly routed to the PSAP in cost of emergency requires that web page. Cisco ER identifies the caller location and maps all calls from that physical vicinity to an emergency line identification number (ELIN) by utilizing general automated number identification (ANI)/caller identification (CLID). The ELIN is registered with the PSAP as an Emergency Response vicinity (ERL). Deploying this ability helps make sure extra useful compliance with felony or regulatory duties, thereby reducing the existence and legal responsibility risks regarding emergency calls.
  • The Cisco Unified Presence server collects counsel concerning the availability and communications capabilities of a person and gives this counsel to watchers of the person as a status indication. The fame tips contains the person's communications gadget availability. as an instance, the consumer might possibly be obtainable by way of mobile, video, net collaboration, or videoconferencing.
  • regular protocol interfaces, together with Telephony utility Programming Interface (TAPI), Java Telephony software Programming Interface (JTAPI), fundamental Object entry Protocol (soap), Q.SIG, H.323, Media Gateway manage Protocol (MGCP), and Session Initiation Protocol (SIP) are available to support third-celebration functions.
  • Endpoints layer: The endpoints layer brings purposes to the person, whether the conclusion device is a Cisco IP telephone, a pc the use of a utility-based mostly cell, or a communications customer or video terminal. Cisco UC offers multiprotocol support for Skinny customer handle Protocol (SCCP), H.323, MGCP, and SIP.
  • Cisco UC network

    The Cisco UC gadget provides fully integrated communications, converging voice, video, and information over a single network infrastructure the usage of necessities-based protocols. The Cisco UC equipment supplies unparalleled performance and capabilities to tackle existing and emerging communications wants within the business ambiance, as illustrated by means of the network topology in determine 1-2.

    The Cisco UC product suite is designed to optimize performance, cut back configuration and upkeep necessities, and provide interoperability with a whole lot of other purposes. It offers this potential while holding high availability, QoS, and protection.

    The Cisco UC device integrates the following primary communications applied sciences:

  • IP telephony: IP telephony refers to know-how that transmits voice communications over a community using IP requirements. Cisco UC comprises a big selection of hardware and application products reminiscent of name-processing agents, IP phones, voice-messaging systems, video contraptions, conferencing, and many other applications.
  • client contact middle: Cisco Unified Contact core products are a mixture of approach and structure to revolutionize name middle environments. Cisco Unified Contact core promotes efficient and valuable consumer communications across significant networks via enabling organizations to attract from a broader range of substances to carrier purchasers. These supplies consist of entry to a huge pool of brokers and dissimilar channels of verbal exchange and client self-assist tools.
  • Video telephony: The Cisco Unified Video advantage items allow real-time video communications and collaboration the use of the same IP community and call-processing agent as Cisco UC. Cisco Unified Video skills does not require particular conclusion-consumer practising. Video calling with Cisco Unified Video knowledge is as easy as dialing a telephone number.
  • rich-media conferencing: Cisco Unified MeetingPlace creates a digital assembly ambiance with an built-in set of IP-based mostly tools for voice, video, and net conferencing.
  • Third-celebration purposes: Cisco works with main-area organizations to supply the broadest selection of imaginative third-party IP communications applications and products concentrated on important company wants corresponding to messaging, consumer care, and body of workers optimization.
  • CUCM FunctionsCUCM extends enterprise telephony points and functions to packet telephony network gadgets. These packet telephony community contraptions encompass Cisco IP telephones, mediaprocessing gadgets, VoIP gateways, and multimedia applications. additional statistics, voice, and video functions, akin to converged messaging, multimedia conferencing, collaborative contact facilities, and interactive multimedia response techniques, interact with the IP telephony answer through the CUCM application programming interface (API).

    CUCM gives these services:

  • call processing: name processing refers to the comprehensive method of originating, routing, and terminating calls, together with any billing and statistical assortment approaches.
  • Signaling and equipment control: CUCM units up all the signaling connections between name endpoints and directs gadgets reminiscent of telephones, gateways, and convention bridges to establish and tear down streaming connections. Signaling is also known as call handle and speak to setup/name teardown.
  • Dial plan administration: The dial plan is a collection of configurable lists that CUCM uses to perform call routing. CUCM is accountable for digit analysis of all calls. CUCM allows users to create scalable dial plans.
  • mobile characteristic administration: CUCM extends services corresponding to dangle, transfer, ahead, convention, velocity dial, redial, call park, and many other aspects to IP telephones and gateways.
  • listing features: CUCM makes use of its own database to keep person guidance. user authentication is performed in the neighborhood or in opposition t an external directory. listing synchronization makes it possible for for centralized consumer administration. directory synchronization enables CUCM to leverage clients already configured in a corporate-extensive directory. Microsoft lively listing (2000 and 2003), Netscape four.x, iPlanet 5.1, and solar ONE 5.2 listing integrations are supported. The native CUCM database is a lightweight listing entry Protocol (LDAP)-compliant database (LDAPv3) component in the IBM Informix Database Server (IDS).
  • Programming interface to external functions: CUCM provides a programming interface to exterior purposes similar to Cisco IP SoftPhone, Cisco IP Communicator, Cisco Unified IP Interactive Voice Response (IP IVR), Cisco very own Assistant, Cisco Unified personal Communicator, and CUCM Attendant Console.
  • Backup and repair tools: CUCM offers a disaster recovery system (DRS) to returned up and repair the CUCM configuration database. The DRS equipment also backs up name particulars statistics (CDR), call management records (CMR), and the CDR analysis and Reporting (car) database.
  • determine 1-three shows IP phones that logically register with one of the most CUCMs within the cluster. multiple CUCM servers share one database, and the telephone maintains an energetic connection to each the fundamental and backup CUCM server. The figure shows the mobile's logical TCP/ IP connections to the simple server.

    CUCM Signaling and Media Paths

    CUCM makes use of SIP or SCCP to speak with Cisco IP telephones for name setup and teardown and for supplementary service initiatives. After a call has been installation, media exchange happens directly between the Cisco IP telephones across the IP network, using the precise-Time Transport Protocol (RTP) to carry the audio. CUCM isn't concerned in a call after the call has been set up. If the CUCM server had been unplugged all through the duration of the name, clients would no longer observe until they attempted to use a feature on the mobilephone. CUCM is worried most effective in call setup, teardown, and features. If the CUCM server that install the call had been down during a dialog, conclusion clients would see a message indicating "CM Down, elements Disabled" on the lcd monitor of the IP phone.

    illustration: fundamental IP Telephony call

    figure 1-4 illustrates a user at cell A inserting a name to phone B. at first of a name, a consumer at IP mobile A picks up the handset, and a message is distributed to CUCM letting CUCM know that the machine has gone off-hook. CUCM responds to this stimulus with the aid of replying with a message that tells the machine to play the dial tone file it is kept in the flash reminiscence of the cellphone. The user at cellphone A hears the dial tone and begins dialing the cellphone variety of cell B. SCCP phones ship their digits to CUCM as they are pressed (digit via digit), whereas SIP telephones send their dialed digits in one message (enbloc signaling) by using default. SIP telephones have options that permit them to behave in a similar way to SCCP telephones (Keypad Markup Language [KPML] and dial rules). CUCM performs digit evaluation in opposition t the dialed digits. If a suit is found, CUCM routes the name per its configuration. If CUCM does not find a healthy, a reorder tone is distributed to the calling party.

    CUCM indicators the calling birthday celebration to initiate ringback, so the consumer at telephone A will hear the ringback tone. CUCM also signals the name to the vacation spot cell, which plays the ringdown tone. more information is equipped to the phones to indicate the calling and called celebration name and number. (mobilephone A will demonstrate the vacation spot gadget identify and quantity, and contact B will display the calling birthday celebration name and number.)

    When the consumer at phone B accepts the call, CUCM sends a message to the devices allowing them to comprehend the IPv4 socket (IPv4 tackle and port quantity) suggestions by which they should speak all through the call. The RTP media path opens directly between both telephones.

    The Cisco IP telephones require no extra conversation with CUCM except either cell invokes a function, corresponding to name switch, name conferencing, or call termination.

    imposing Cisco Unified Communications manager, part 1  Cisco Unified Communications manager structure Introduction  CUCM Overview  CUCM Hardware, application, and Clustering  CUCM Licensing  summary  CUCM overview Quiz 

    Reproduced from the booklet imposing Cisco Unified Communications manager, part 1. Copyright 2008, Cisco methods, Inc.. Reproduced by permission of Pearson training, Inc., 800 East 96th road, Indianapolis, IN 46240.


    West’s Unified Communications functions Attains Cisco Powered Cisco Spark provider company Designation | killexams.com Real Questions and Pass4sure dumps

    CHICAGO, Jan. 22, 2018 (GLOBE NEWSWIRE) -- West’s Unified Communications services, a world issuer of communication and network infrastructure functions, nowadays announced that it is the first company to undergo audit and obtain the Cisco® Powered Cisco Spark provider issuer accreditation as part of Cisco’s Cloud and Managed functions program (CMSP).

    This achievement follows West’s fresh attention as a Cisco partner Summit Geographical location award-winner for service provider of the yr, Americas, and distinguishes West as having executed an elite stage of talents in deploying Cisco Spark.

    “because the first Cisco accomplice to take part in the audit system to achieve the Cisco Powered Spark carrier company designation, we consider this demonstrates our ability to lead in the market and reinforces the price we carry to our shoppers through operational capabilities, structure, method, beginning and lower back-end assist,” stated Randy McGraw, senior vice president of know-how and operational services for West’s Unified Communications functions.

    West is an extended-time Cisco Gold associate and a Cloud and Managed functions grasp accomplice international.  West’s additional Cisco Powered service designations are Managed business Communications, Cisco Powered UC as a provider in response to HCS, and new this year, Cisco Powered Contact center as a service in line with HCS. West also has a grasp Collaboration Specialization.  

    About West corporation:

    West employer is a leading international provider of technology-driven verbal exchange services that support its customers greater effectively talk, collaborate and connect with their audiences via a diverse portfolio of solutions. These solutions encompass unified communications functions, safeguard services, interactive functions such as computerized notifications, uniqueness agent features and telecom features.

    For over 30 years, West has offered professional, super, voice and records features. West has revenue and/or operations in the u.s., Canada, Europe, the core East, Asia Pacific, Latin the usa and South america. For greater tips, please name 1-800-841-9000 or seek advice from www.west.com. For greater assistance about West’s Unified Communications solutions, please name 1-855-544-0455 or consult with www.westuc.com.

    on the enterprise:Julie Kent-RansomWestUnified Communications ServicesJKent-ransom@west.com773.867.7003


    500-051 Unified Communications Contact Center(R) Express Implementation

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    Unified Communications Contact Center(R) Express Implementation

    Pass 4 sure 500-051 dumps | Killexams.com 500-051 real questions | [HOSTED-SITE]

    Cisco IP Contact Center Express Specialist (CPCC) | killexams.com real questions and Pass4sure dumps

    Related Resources: Books   

    This vendor-specific Certification is Offered By:Cisco SystemsSan Jose, CA USAPhone: 800-553-6387Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

    Skill Level: Foundation                          Status: Active

    Low Cost: $200 (shortest track)               

    Summary:For individuals who plan, design, implement, and operate the Cisco Unified Contact Center Express (Formerly the Cisco IPCC Express Edition).

    Initial Requirements:You must pass the Unified Communications Contact Center Express Implementation exam ($200). The exam has a 75 minute time limit and consists of 55-65 questions. Training is available but not required.

    Continuing Requirements:Certification is valid for two years. To recertify, you must re-take and pass all exams for this certification. Please note: this includes ALL exams whether refreshed or not. Alternatively, you can pass a current CCIE or CCDE written exam.Achieving or recertifying CCDE or any CCIE automatically extends your active Specialist certification(s) up to the point of expiration of the last certification achieved.

    See all Cisco Certifications

    Vendor's page for this certification


    AT&T, Verizon and CA Layoffs Highlight the Weekly Wrap | killexams.com real questions and Pass4sure dumps

    Life is all about change, right? Take it from a guy who spent election night in Dallas, watching the electoral map go from red to purple.

    Sometimes change is fun, and sometimes it’s not so fun change. Take AT&T for example. The company celebrated solid growth at its latest partner summit after making several gambles on the channel. But then there’s CA Technologies, which is giving the axe to hundreds of employees following an acquisition.

    Other change isn’t so clear on its yield. That’s the case with Verizon, which is making some sweeping realignments in its operating structure.

    But we’ll leave the rest of the prognosticating to you, dear readers. Below we present our most-read articles for the last seven days.  May your subsequent reading and weekend be outstanding.

    7. Symantec Said to Be a Thoma Bravo Acquisition Target

    We discussed the possibility of a private equity firm buying a security vendor that sells in our space. Reuters reported that Thoma Bravo has approached Symantec to express interest in acquiring it.

    That rumor surfaced after a week of M&A news from Symantec, which purchased Appthority andJavelin Networks to enhance its Integrated Cyber Defense platform.

    Thoma Bravo has already bought another security vendor in Veracode, nabbing it from Broadcom for $950 million in cash.

    The rumors were indeed very juicy, but neither Symantec nor Thoma Bravo offered commented. So as they say in the Navy, this is TBD.

    You can find Edward Gately’s story here.

    6. Silver Peak Overhauls Partner Program, Adding Incentives, Personnel

    SD-WAN provider Silver Peak Systems went a step further with its channel program this month.

    The company added the financial incentives, training and tiered objectives that it says are important to ensure clarity and ease-of-doing-business for partners.

    It’s possible for partners to snag a 12 percent margin when selling Silver Peak’s EdgeConnect SD-WAN solution to a new client.

    Silver Peak’s vice president of worldwide channel sales filled us in on what the changes are, and why they represent a drastic step.

    5. Verizon Restructuring Puts Emphasis on 5G

    You’ve gotta love a good ole restructuring.

    Verizon on Monday announced a big change that offers some insight into its strategy. Remember how Verizon Wireless was its own business unit? Not so any more. Wireless and wireline are both parts of Verizon’s Consumer and Business units. One takeaway we read from pundits is that Verizon is centering its business units on the types of customers its serves, rather than its technologies.

    Verizon also rebranded its media unit.

    The shadow of 5G lies behind the restructuring. We did some digging to see how it fits in. Check out our initial coverage to learn more.

    4. Five9 Vet Takes Reins of Avaya Cloud, UCaaS, CCaaS

    Avaya hired Gaurav Passi, previously with Five9, as president of Avaya Cloud, charged with overseeing cloud product development and R&D, operations, business development and product management for Avaya’s cloud-based unified-communications (UC) and contact-center (CC) offerings.

    Edward Gately has the story on this one.

    3. CEOs Behind Bars? Proposed U.S. Data Privacy Bill Could Put Them There

    We wrote about a proposed data-privacy law could potentially land top executives in prison for up to 20 years for misusing Americans’ data.

    Now that sounds a little heavy, but one of the channel people we spoke to about it was …

    Pages:  1 2 Next


    Migrating your contact center to the cloud: Top five mistakes | killexams.com real questions and Pass4sure dumps

    Cloud access

    If there is a business area that is deeply affected by digital transformation it is customer service, which is rapidly becoming re-branded as customer experience (CX). According to a Walker study, customer experience will overtake price and product as the key brand differentiator by 2020.

    Those organizations that are able to deliver a seamless, effortless experience will improve customer loyalty and see their sales soar. This objective is often a challenge for legacy technology infrastructures and many are turning to cloud contact center platforms. However, change on this scale brings risk, and there are some key mistakes that you should try and avoid if possible.

    Fast evolving customer behavior presents a challenge to most organizations as they work towards business transformation. It is not a secret that poor customer experience leads to lost revenue. New ways of interacting and socializing, such as on social media platforms, have transformed the way people communicate with each other. What was once exclusive personal communication has now spilled into customer-to-brand communication.

    In fact, 88 percent of customer experience professionals believe that, within a few years, digital contacts will overtake voice as the consumers’ preferred communications channel with brands. The challenge is that businesses are not catching up fast enough. Only 45 percent of customer experience professionals say agents can see all previous customer contacts across all channels in a single desktop.

    In the same way that social media and "on-the-go" technology such as smartphones have changed consumer behaviors and expectations, cloud technology has transformed entire industries by effectively removing the need for on-site systems. Contact centers are no exception. The State of Customer Experience 2017, a recent study by West’s Unified Communications Services revealed that dissatisfaction with legacy systems is a key driver for migrating to the cloud. The need to un-silo channels and improve information flows are also important if businesses are to meet new customer demands.

    By migrating a contact center to the cloud, firms can bring together a whole host of new contact channels, empower agents with the information they need to resolve customer enquiries effortlessly, and ensure customers get the experience they demand and deserve. However, many organisations are still not utilising the technology to its full potential.

    When it comes to something as mission critical as your customers’ experience, a ‘one size fits all’ approach can lead to disappointment and even disaster. There are certain mistakes that can hinder cloud-migration and deployment projects, and these could be avoided. In the same way that every business is different and has its own goals and needs to meet, not all cloud systems are the same, and not all cloud providers offer the same service. In this article, we will reveal how to avoid common mistakes when deploying and using cloud contact center technology.

    1. Understand your customers’ communications preferences 

    Digital interactions are going to replace the majority of voice communication in the contact center. It is just a question of when, rather than if. Make sure you know how your customers would prefer to interact with you. Web self-service is something most consumers welcome for simple enquiries and straightforward transactions. Similarly, SMS messages can be a useful way of keeping your customers informed, and saving your contact center agents for more complex enquiries.

    Communication preferences are not always demographic and not necessarily predictable. In fact, most customers no longer fit neatly into traditional age or gender demographic groups. It is key that customer profiling becomes intuitive and dynamic in order to be able to understand your customer’s preferences and anticipate customer’s future needs. Making every customer feel they are valued as an individual, and that the attention they get from brands is personalized, is the differentiator between retaining or losing customers. To achieve this, it is vital to have the right technology infrastructure in place for delivering seamless customer experiences across multiple channels.

    2. Assess the technology platform prior to purchase

    The financial benefits of cloud technology are one of the primary drivers for companies to engage with a cloud contact center provider. While it may seem that all vendors offer similar services, the reality is very different. To realize the full benefits of the cloud, you should be buying into a future-proof platform that is designed for multi-channel contact and integrates easily with your other systems including your CRM system.

    Before investing in a solution, it is important to do your research -- find out what your business requirements are and investigate whether the providers you are evaluating are able to meet all those needs. And of course, always ensure that the company that will be providing you with essential technology has a good track record.

    The cloud provider must be willing to engage with your organization and demonstrably have confidence in what they are delivering, ideally with a proof of concept. Sometimes this isn’t possible, in this case it is worth spending time ensuring the vendor fully understands your business needs before starting the implementation process. It is recommended that the provider has a blueprint of every single element, and that it is shared with all teams involved to ensure that everyone is on the same page.

    3. Make sure you fully engage with all stakeholders

    Moving from on-premises to the cloud is not a simple case of "switching on" the new platform. For successful deployment, it is necessary to evaluate what business processes are associated with customer interaction and experience, including digital channels. From the vendor’s perspective, it’s about engaging with as many business departments and stakeholders as possible, and using this information to adapt the solution so it can meet the business requirements.

    Ideally, the contact center will become the strategic hub for all customer contact, so it is likely that your sales and marketing department will want to be involved with the deployment. And whether you’re offering health services, financial services or a retail operation it is likely that specific departments will need to contact customers at some point in the customer lifecycle.

    All stakeholder groups should be involved from the starting point, including the evaluation phase. It is absolutely necessary that each department has a chance to share what their specific requirements are to ensure that all business needs and goals are met by the new solution.

    Failing to engage users and supervisors from the outset can lead to problems further down the line. One of the most common mistakes we have come across is leaving some, if not most, Contact Center user groups out of the earlier stages of the process, which can result in the supplier having to re-engage, re-educate and re-train each stakeholder group separately, which can severely delay the implementation process.

    4. Be clear about the difference between opex and capex business models

    Cloud technology has also made it possible for businesses to move away from the traditional capex models into a more cost-effective opex one. By taking the systems to the cloud, contact center equipment purchases – including major hardware purchases, which are not tax deductible -- are no longer needed. The opex model allows companies to pay for the technology via operational expenses, which can be a very attractive model for many organizations. However, it is still important to make sure that all the functionalities you need are included within your cloud contact centre, and that you are completely comfortable with the terms of your service contract.

    5. Make sure your cloud platform is future-proof

    The role of the contact center has changed dramatically in the past decade, and it will continue to do so at an even more accelerated pace. In order to keep up with customer demands and industry requirements, it is essential that every business takes time to think about what future-proofing their contact center really looks like. Will you have to pay for new features and functionality, or is it included within your contract? How much does your provider invest in R&D? Is their technology architecture set up for easy integration with your current and future systems? By keeping these questions in mind, and going through a tick-box process before selecting your vendor, you’ll ensure your contact center is in the best position to respond to changing customer behaviors -- both now and in the future.

    Enda Kenneally, VP of Sales and Business Development, West.

    Published under license from ITProPortal.com, a Future plc Publication. All rights reserved.

    Image Credit: Chaiyapop Bhumiwat / Shutterstock



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    Calameo : http://en.calameo.com/books/00492352621cba3f36a72
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