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Test Code : 7391X
Test cognomen : Avaya Aura call headquarters Elite and call headquarters Elite Multichannel Implement
Vendor cognomen : Avaya
exam questions : 68 real Questions

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Avaya Avaya Aura call Center

Jacada Introduces a Multi-Channel computing device Enhancement to the Avaya aura® call core Elite Multi-Channel Platform | killexams.com real Questions and Pass4sure dumps

ATLANTA--(company WIRE)--Jacada, Inc., a leading global provider of consumer adventure expertise designed to simplify the interplay between organizations and their shoppers, today announced the common public availability of the Jacada Multi-Channel Agent computer for the Avaya air of secrecy® cognomen headquarters Elite Multi-Channel Platform. Created to fulfill the calls for of brokers interacting throughout dissimilar channels simultaneously, the multichannel agent desktop seamlessly unifies several channels into one effortless interface. The enhancement is designed as a light-weight desktop option for the present Avaya solution, to travail with the present Avaya air of mystery® cognomen middle Elite Multi-Channel infrastructure and to live deployed unexpectedly with the aid of virtue of its skinny-customer design.

brokers are now in a position to concurrently manage assorted customers throughout diverse cognomen core Elite channels from a unified computer that displays a lone view of each customer’s interaction. complete cognomen middle Elite channels (Voice, e mail, and Chat) are unified onto a single, easy computing device for an more advantageous agent journey. This consequences in additional efficient managing of distinctive valued clientele from diverse channels on the equal time. moreover, the Jacada computing device automatically inclinations the interactions, saving the brokers time and cutting back error.

“The Avaya charisma® cognomen middle Elite Multi-Channel Platform is a extremely resourceful solution and has been deployed correctly in many businesses,” observed man Yair, Co-Chief government Officer of Jacada. “With the liberate of Jacada Multi-Channel Agent computer for Avaya, we're enriching the Avaya air of mystery® cognomen middle Elite ambiance via offering brokers with a straightforward approach to control now not handiest multiple channels, but additionally varied consumers, concurrently via their ingenious 'one click away' design.”

The Jacada Multi-Channel Agent computer completes the Avaya cognomen core Elite Multi-Channel Platform investment by riding more effectivity on the agent computer. quite simply deployed as both a call headquarters Elite Multi-Channel substitute laptop or as an further part, agents will prize the benefit of spend and the capability to service assorted consumers simultaneously.

Webinars providing the Jacada Multi-Channel Agent laptop are being held on November 12th. dispute with this hyperlink to live fraction of the event: http://www2.jacada.com/EMCwebinar

For greater suggestions in regards to the Jacada Multi-Channel Agent laptop for the Avaya air of secrecy® call core Elite Multi-Channel Platform, talk over with http://www2.jacada.com/EMCDesktop

*Avaya air of secrecy® is a registered trademark of Avaya, Inc.

About Jacada

Jacada offers options that simplify and better the effectiveness of customer interactions. Jacada’s cell, client, agent desktop and system optimization solutions assist businesses in the reduction of the can freight of their operations, drive customer delight, and supply an entire revert on investment inside the first 12 months after deployment. centered in 1990, Jacada operates globally with workplaces in Atlanta, usa; London, England; Munich, Germany; Herzliya, Israel; and Stockholm, Sweden. more assistance is attainable at www.jacada.com.


nTelos wireless supplies step forward carrier With Avaya customer adventure interaction administration | killexams.com real Questions and Pass4sure dumps

manhattan, ny--(Marketwire - Aug 14, 2012) - SPEECHTEK 2012, CRM EVOLUTION AND consumer service adventure

  • business establishes a single, centrally managed virtual contact middle for seamless assist of customers in seven states.
  • Self-service capabilities developed with Avaya air of mystery® adventure Portal redeem lots of agent hours by automating client interactions.
  • Avaya aura® workforce Optimization solutions allow advised staffing decisions that power excellent up and fees down.
  • today Avaya introduced that regional service provider nTelos wireless is riding down costs and delivering market-main consumer carrier through the spend of Avaya client adventure interaction management solutions for contact center, speech and body of workers optimization.

    based in Waynesboro, Va., nTelos instant serves 420,000 high-speed voice and facts subscribers across seven states. The company works in a hastily changing industry and should respond rapidly to customers and opponents. With Avaya client interaction management options supported via an Avaya charisma® communications infrastructure, nTelos instant has been able to:

  • resolve ninety seven % of client inquiries on the first name, with a nearly exemplar customer delight ranking of 99 %.
  • establish a single, virtual contact headquarters to support its extended operations -- linking 5 regional contact centers and 70 retail outlets. 
  • achieve great freight tag downs by using dealing with greater than half of the 6.6 million consumer calls acquired annually the spend of automated self-provider capabilities. One instance: A lone "automated entry to steadiness counsel" software is saving the enterprise greater than 25,000 agent hours a yr. 
  • immediately suit client calls to the knowledgeable premiere impeccable to address them, ensuring a better customer experience, reduced wait times and lessen cognomen abandonment prices. 
  • Optimize staffing stages for predicted cognomen volumes, using stronger carrier and reduce expenses.
  • save $seventy two,000 annually on the can freight of local cell lines through the spend of IP telephones in 70 retail outlets.
  • Avaya options Used through nTelos wireless because the basis for its improve, nTelos deployed Avaya air of mystery verbal exchange manager. Key functions encompass Avaya air of mystery call headquarters Elite, Avaya aura adventure Portal and Avaya air of secrecy group of workers Optimization.

    nTelos instant likewise uses Avaya self-service purposes developed via Interactive Northwest, Inc. (INI) to retract potential of the capabilities of Avaya charisma and Avaya air of secrecy event Portal -- the newest generation of Avaya's award-successful Avaya Voice Portal. experience Portal offers a lone software platform for both inbound and outbound self-service functions across several media, including telephone, video, cellular gadgets, email and SMS text. shrewd call routing capabilities execute it convenient to orchestrate a seamless handoff from self-carrier to an agent, enhancing the basic client journey.

    Avaya air of secrecy group of workers Optimization tools permit nTelos instant to capture and resolve contact headquarters tips and achieve interminable productiveness advancements. The industry can effectively resolve cognomen patterns to examine what number of brokers it needs and when as a way to achieve fine goals. workforce Optimization additionally enables the company to store costs by way of examining whether it's greater efficient to add personnel or to absorb agents travail extra time.

    The Avaya client journey interplay administration answer for nTelos wireless was designed and deployed via NACR, an Avaya connect Platinum accomplice.

    This announcement highlights Avaya's dedication to bringing The power of We™ to every Avaya client to support power sooner collaboration, smarter selections and greater company results.

    fees "With Avaya air of mystery® adventure Portal, their contact middle can comfortably boost modern time-saving self-carrier functions for simple inquiries. They free their friends to focus on greater advanced customer wants and on positive up-sell opportunities. We're able to achieve extremely high client delight fees and redeem tens of heaps of hours of associate time."

    "there is inherent reliability in the Avaya structure. If they lose one web site quickly, the pals' phones can reregister at one more situation devoid of loss of provider. So they absorb very extreme availability at minimal can charge."

    "We're in a swiftly altering industry and ought to reply right now to what their competitors are doing. With Avaya air of mystery event Portal, their contact middle is in an improved situation to accommodate modern time-saving applications so agents can headquarters of attention on their purchasers. And with Avaya air of secrecy group of workers Optimization, they absorb exceptional paraphernalia to conveniently control their body of workers. This continues their charges in line while nevertheless offering incredible service." JOHN tag LOGAN, SENIOR community ENGINEER, nTELOS wireless

    Avaya at SpeechTEK, CRM Evolution and client service event on the SpeechTEK, CRM Evolution and client provider undergo events occurring concurrently on August 13-15 in manhattan metropolis, Avaya (sales space #603) will spotlight its newest consumer undergo interplay management options for corporations of complete types and sizes. Avaya customer undergo international administration consultants can live reachable leading sessions and showcasing the newest in gregarious media, mobile, performance analytics and multichannel self-carrier.

    extra substances

    Tags: Avaya, air of secrecy, consumer carrier, cognomen middle, call routing, contact middle, cellular customer service, self-service, speech functions, client event interplay management, body of workers optimization.

    About Avaya Avaya is a global issuer of enterprise collaboration and communications options, presenting unified communications, contact facilities, facts solutions and linked features to agencies of complete sizes world wide. For more tips gratify talk over with www.avaya.com.

    About NACR NACR is the realm's main unbiased integrator of communications options and capabilities, with over 5,500 valued clientele that purview from minuscule corporations to FORTUNE® one hundred and international commercial enterprise valued clientele. one in every of Avaya's greatest international channel partners, NACR is fraction of the ConvergeOne family unit of businesses. For extra suggestions, gratify dispute with www.nacr.com.

    About Interactive Northwest, Inc. Interactive Northwest, Inc. (INI) develops resourceful interactive voice response computing device telephony integration and self-service applications for top-quantity cognomen centers. The firm is a protracted-standing associate within the Avaya DevConnect application and a developer of cognomen middle speech applications. For greater information, gratify talk over with www.interactivenw.com. 

    About nTelos nTelos Holdings Corp., working via its subsidiaries as "nTelos instant," is headquartered in Waynesboro, Virginia, and offers high-velocity, dependable nationwide voice and statistics insurance for over four hundred,000 retail subscribers based in Virginia, West Virginia and parts of Maryland, North Carolina, Pennsylvania, Ohio and Kentucky. For greater assistance, gratify search counsel from www.ntelos.com.

    definite statements contained during this press free up are forward-searching statements. These statements may well live recognized by way of forward-searching terminology such as "assume," "accept as accurate with," "proceed," "may," "estimate," "are expecting," "intend," "may additionally," "could," "plan," "talents," "predict," "should" or "will" or other equivalent terminology. we've based these ahead-searching statements on their present expectations, assumptions, estimates and projections. while they accept as accurate with these expectations, assumptions, estimates and projections are most economical, such forward searching statements are best predictions and accommodate common and unknown risks and uncertainties, a lot of that are beyond their control. These and other vital factors could antecedent their exact results, performance or achievements to vary materially from any future outcomes, efficiency or achievements expressed or implied through these forward-looking statements. For an inventory and description of such dangers and uncertainties, gratify search counsel from Avaya's filings with the SEC that are available at www.sec.gov/. Avaya disclaims any end or responsibility to replace or revise any ahead-searching statements, no matter if on account of modern suggestions, future routine or otherwise.

    observe Avaya on Twitter, fb, YouTube, LinkedIn, Flickr, and the Avaya linked blog.


    Avaya delivers Open, mobile Collaboration on Virtualized architecture | killexams.com real Questions and Pass4sure dumps

    BASKING RIDGE, NJ--(Marketwire - Dec 5, 2012) -

  • Avaya air of mystery applications now VMware able™; Brings high Reliability, Simplicity and flexibility to Virtualized Collaboration purposes
  • Avaya customer RealPage uses modern Avaya answer to Virtualize UC Core, velocity client provider Deployments by up to twenty%
  • Avaya nowadays unveiled its modern communications architecture for virtualized unified communications (UC) applications, Avaya aura® Virtualized environment (Avaya aura VE), to support organizations hasten up cellular collaboration functions across their company. With Avaya air of mystery VE, companies maintain the high reliability, simplicity and functionality of Avaya charisma -- the business's subsequent-technology collaboration platform -- while gaining elastic modern options for deploying Avaya's UC and client carrier options in virtual architectures.

    Avaya aura VE functions are designated as VMware ready™, which is VMware's highest stage of endorsement for virtualization technologies. extra businesses are identifying virtualization to reduce the complexity, gadget and charges of their IT operations. The essential subsequent step is the virtualization of unified communications, with 70 percent of businesses planning to virtualize their UC functions, in keeping with Nemertes Research1. 

    Avaya aura Virtualized atmosphere -- mixed with Avaya's skills in open, cell collaboration -- helps ensure that the reliability, grandiose and availability agencies depend on in Avaya hardware-based environments obtain delivered into the virtualized world. Key Avaya aura VE features consist of:

  • Redundancy and resiliency: complete of the crucial techniques availability elements of Avaya air of mystery's server-based platform -- together with application duplication, redundant session controls for SIP access and a survivable core -- are maintained in Avaya aura VE, driving industry continuity and cutting back possibility in virtualized environments. in addition, the answer integrates with VMware vCenter™ Server paraphernalia for diagnostics, provisioning and traffic administration to additional ensure and simplify continuity of UC.
  • A simplified, open path:  With Avaya air of mystery VE, businesses continue to benefit from the identical open necessities manner driven by way of Avaya aura. additionally, virtualization allows organizations to conveniently extend UC services and clients devoid of including modern machine, and accomplish so directly through reducing deployment times from hours to minutes. companies with VMware cloud infrastructure of their records centers can now easily integrate Avaya aura functions onto their present server atmosphere.
  • Agile client carrier operations: Avaya charisma extends virtualization to its cognomen middle application, call middle Elite. With less gadget required, companies can add contact middle brokers extra abruptly and value-simply in line with seasonal, income and buying developments. This brings the exciting capability to increase the oversight and birth of consumer carrier using virtualization.
  • With today's announcement, agencies likewise absorb a number of elastic options for improved mobility and collaboration. corporations can select complete virtualization with Avaya aura VE or continue with the committed hardware strategy already offered with the aid of Avaya air of mystery. they can likewise combine virtualized and dedicated servers for application deployment. As yet another alternative, Avaya Collaboration Pods for Avaya charisma VE will live offered as pre-packaged, all-in-one UC options for virtualized storage, computing and networking.2

    Avaya air of secrecy Virtualized ambiance: Key accessories The Avaya air of secrecy® platform is comprised of right here add-ons, now obtainable in virtualized models:

  • Avaya air of secrecy verbal exchange manager is the open, incredibly-legitimate and subsequent-era communications groundwork for Avaya's UC solutions.
  • Avaya air of mystery Session supervisor provides a SIP based mostly core communications structure for on-demand entry to collaboration features and applications.
  • Avaya air of secrecy software Enablement services offers developer interfaces for both off-the-shelf and custom integrations with communications and enterprise functions.
  • Avaya charisma Presence functions provides scalable, high performance presence aggregation features.
  • Avaya Agile Communications ambiance enables utility integration with industry communications approaches.
  • Avaya air of mystery call core Elite is a fraction of the enterprise's contact middle suite, and the premier name-routing software for contact facilities.
  • For greater assistance on these Avaya aura items consult with here; For Avaya air of secrecy cognomen core Elite, search counsel from right here.

    prices "Avaya air of mystery Virtualized ambiance helps us convey collaboration and customer event capabilities in a quicker, more productive means. They virtualized their core UC infrastructure, whereas retaining the continuity and resiliency required to retain a sedulous 1,four hundred employee industry fancy ours working in accurate time.

    "To live confident accurate-notch consumer service, virtualized charisma lets us ramp up contact centers right away -- up to twenty p.c quicker. here's incredible for seasonal spikes, once they should add resources instantaneous. They were able to installation a temporary 70-agent contact core the spend of no equipment, streamlining operations considerably. Avaya air of mystery VE is a major advancement for us and for Avaya clients, bringing Avaya's speed, ease and reliability to the virtualized environment."--Joe McCorkle, director, IT UC/Voice features, RealPage, Inc., a number one company of utility-as-a-service (SaaS) items and features for the apartment housing trade

    "As pastime in virtualized options continues to extend, and organizations recognize the benefits of the software-defined datacenter, they observe the shift of true-time collaboration applications using VMware solutions as a step ahead. Having accomplished joint testing and validation of the Avaya air of secrecy UC applications -- and now releasing them as VMware competent™ applications -- they are supplying a powerful aggregate to purchasers. Avaya and VMware will proceed to travail to fulfill consumer wants for efficiency and reliability as greater precise-time collaboration purposes are virtualized."--Parag Patel, vp, world Strategic Alliances, VMware

    "driven by using a wish to reduce costs, enrich flexibility, and enhance resiliency, greater than 70 % of companies are planning to virtualize their UC functions, leveraging the equal infrastructure that supports different company-vital purposes. however before IT architects adopt UC virtualization, they must ensure that accessible solutions can meet the performance, management, and high availability necessities linked to UC platforms."--Irwin Lazar, vp and service director, UC and Collaboration, Nemertes analysis

    Story continues

    "Avaya recognizes that any route to collaboration requires a platform that prioritizes extreme reliability, performance and suppleness. here's why we've got seamlessly introduced these advantages from Avaya air of secrecy into virtualized environments. With Avaya's UC functions now VMware competent™ for virtualization, their shoppers can shuttle a quicker, extra efficient path to subsequent-generation collaboration."--Gary E. Barnett, senior vice president & established supervisor, Collaboration systems, Avaya

    additional information & assistance:

  • based on IDC, 75 % of corporations stated virtualization is regarded for the default construct of modern server hardware.3
  • The top problem fighting companies from increasing virtualization is reliability, in accordance with V-Index, a virtualization trade quarterly survey.4
  • Avaya charisma VE will live protected in Avaya's present Triple 7 promotion, which helps consumers of the Avaya CS1000 platform circulation to an Avaya charisma answer.
  • VMware, VMware vCenter and VMware capable are registered logos and/or logos of VMware, Inc. within the united states and/or different jurisdictions. using the celebrate "accomplice" or "partnership" doesn't insinuate a felony partnership relationship between VMware and every other company.

    All emblems recognized by way of ®, TM, or SM are registered marks, logos, and repair marks, respectively, of Avaya Inc. Avaya and different parties might likewise even absorb trademark rights in different phrases used herein.

    Tags: Avaya, Avaya aura, virtualization, VMware, collaboration, mobility, unified communications, cell collaboration, contact core

    About Avaya: Avaya is a worldwide company of industry collaboration and communications solutions, presenting unified communications, contact centers, networking and connected capabilities to groups of complete sizes around the world. For more information gratify talk over with www.avaya.com.

    definite statements contained in this press release are forward-looking statements. These statements may well live identified by the spend of forward-looking terminology comparable to "count on," "accept as accurate with," "continue," "might," "estimate," "predict," "intend," "may additionally," "may," "plan," "expertise," "predict," "should" or "will" or other equivalent terminology. they now absorb based mostly these forward-searching statements on their latest expectations, assumptions, estimates and projections. whereas they consider these expectations, assumptions, estimates and projections are least expensive, such forward searching statements are handiest predictions and accommodate known and unknown hazards and uncertainties, lots of that are past their control. These and different vital factors could antecedent their precise outcomes, efficiency or achievements to vary materially from any future consequences, performance or achievements expressed or implied by using these forward-looking statements. For a list and profile of such hazards and uncertainties, gratify consult with Avaya's filings with the SEC that can live establish at www.sec.gov. Avaya disclaims any end or duty to update or revise any forward-searching statements, even if because of modern guidance, future hobbies or in any other case.

    follow Avaya: Twitter, fb, YouTube, LinkedIn 

    1 Nemertes research 2012-13 Communications and Computing Benchmark.

    2 Avaya Collaboration Pods start trials later this yr.

    three IDC Market evaluation viewpoint: international industry Virtualization utility, 2011, doc #232074, December 2011.

    four V-Index: Virtualization Penetration expense in the industry report, Q3 and Q2 2011, with the aid of Vanson Bourne market research.


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    7391X exam Dumps Source : Avaya Aura call headquarters Elite and call headquarters Elite Multichannel Implement

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    Test cognomen : Avaya Aura call headquarters Elite and call headquarters Elite Multichannel Implement
    Vendor cognomen : Avaya
    exam questions : 68 real Questions

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    Jacada Introduces a Multi-Channel Desktop Enhancement to the Avaya Aura® call headquarters Elite Multi-Channel Platform | killexams.com real questions and Pass4sure dumps

    ATLANTA--(BUSINESS WIRE)--Jacada, Inc., a leading global provider of customer undergo technology designed to simplify the interaction between businesses and their customers, today announced the public availability of the Jacada Multi-Channel Agent Desktop for the Avaya Aura® call headquarters Elite Multi-Channel Platform. Created to meet the demands of agents interacting across multiple channels simultaneously, the multichannel agent desktop seamlessly unifies several channels into one convenient interface. The enhancement is designed as a lightweight desktop alternative for the current Avaya solution, to travail with the current Avaya Aura® call headquarters Elite Multi-Channel infrastructure and to live deployed rapidly by virtue of its thin-client design.

    Agents are now able to simultaneously manage multiple customers across multiple call headquarters Elite channels from a unified desktop that reflects a lone view of each customer’s interaction. complete call headquarters Elite channels (Voice, Email, and Chat) are unified onto a single, convenient desktop for an improved agent experience. This results in more efficient handling of multiple customers from multiple channels at the very time. Additionally, the Jacada desktop automatically dispositions the interactions, saving the agents time and reducing error.

    “The Avaya Aura® call headquarters Elite Multi-Channel Platform is a highly innovative solution and has been deployed successfully in many organizations,” said Guy Yair, Co-Chief Executive Officer of Jacada. “With the release of Jacada Multi-Channel Agent Desktop for Avaya, they are enriching the Avaya Aura® call headquarters Elite environment by providing agents with an easy way to manage not only multiple channels, but likewise multiple customers, simultaneously through their innovative 'one click away' design.”

    The Jacada Multi-Channel Agent Desktop completes the Avaya call headquarters Elite Multi-Channel Platform investment by driving more efficiency at the agent desktop. Easily deployed as either a call headquarters Elite Multi-Channel replacement desktop or as an additional component, agents will prize the ease of spend and the capacity to service multiple customers simultaneously.

    Webinars presenting the Jacada Multi-Channel Agent Desktop are being held on November 12th. Visit this link to relate the event: http://www2.jacada.com/EMCwebinar

    For more information about the Jacada Multi-Channel Agent Desktop for the Avaya Aura® call headquarters Elite Multi-Channel Platform, visit http://www2.jacada.com/EMCDesktop

    *Avaya Aura® is a registered trademark of Avaya, Inc.

    About Jacada

    Jacada provides solutions that simplify and better the effectiveness of customer interactions. Jacada’s mobile, customer, agent desktop and process optimization solutions support companies reduce the cost of their operations, drive customer satisfaction, and provide a complete revert on investment within the first year after deployment. Founded in 1990, Jacada operates globally with offices in Atlanta, USA; London, England; Munich, Germany; Herzliya, Israel; and Stockholm, Sweden. More information is available at www.jacada.com.


    Calabrio Expands ACD Integrations with Avaya Aura Contact headquarters | killexams.com real questions and Pass4sure dumps

    May 28, 2014 09:02 ET | Source: Calabrio, Inc.

    MINNEAPOLIS, May 28, 2014 (GLOBE NEWSWIRE) -- via PRWEB - Calabrio, a leading provider of contact headquarters workforce optimization (WFO) and analytics software, today announced continued expansion of its award-winning Calabrio ONE Workforce Optimization Suite in the Avaya marketplace by directly integrating its software with the Avaya Aura Contact headquarters (AACC), including the Communications Server 1000 platform.

    Calabrio's latest direct integration extends the flexibility, functionality and long-term benefits of its user-centric WFO software to modern and existing Avaya Aura Contact headquarters users, without forcing infrastructure upgrades, fancy automatic call distributor (ACD) hardware.

    "We are committed to the Avaya community, and believe companies should absorb a option in both hardware and software. Their direct software integration with AACC puts customers in control," said Tom Goodmanson, president and chief executive officer of Calabrio. "We pride ourselves on creating WFO software with a elastic and modern architecture that allows us to seamlessly integrate with any ACD."

    Calabrio's direct software integration with the Avaya Aura Contact headquarters adds to its list of integrations offered, which embrace the Avaya Aura call headquarters Elite on the Communications Manager platform.

    Named a Visionary Vendor for the second consecutive year by Gartner*, Calabrio's integrated WFO suite provides the contact headquarters with a modern, amenable and elastic software platform. Calabrio ONE offers users with a consistent undergo and interface across call recording, quality management, workforce management; and speech, text and desktop analytics solutions.

    Calabrio is a gold member of the Avaya DevConnect program; fraction of the Avaya program since 2008. The Avaya DevConnect program enables businesses to confidently add best-in-class capabilities to their network, hasten deployment of modern applications and reduce both network complexity and implementation costs.

    A complete list of product announcements, industry accolades and other company advice is available in Calabrio's Media Center.

    For more information about Calabrio and Calabrio ONE, visit http://www.calabrio.com.

    About Calabrio, Inc.

    Calabrio, Inc. develops and markets Calabrio ONE®, a comprehensive suite of contact headquarters workforce optimization software that's easy to implement, spend and maintain. Calabrio ONE includes call recording, quality assurance, workforce management, speech analytics, desktop analytics and performance-based dashboards and reporting. Calabrio ONE is elastic – providing product bundles and add-ons that execute it easy for customers to start with the right set of applications and features for their industry today, then build on their success with modern applications and features as their industry matures and their needs evolve. Calabrio ONE is built on a modern architecture that allows the contact headquarters to integrate modern applications easily, as well as personalize and optimize the desktop toolset for each user – agents, supervisors, managers, scholarship workers and executives. Calabrio is a gold member of the Avaya DevConnect program. Find advice and information at http://www.calabrio.com.

    Follow Calabrio on Twitter at: http://www.twitter.com/calabrio

    Calabrio, Calabrio ONE and the Calabrio logo are registered trademarks or trademarks of Calabrio, Inc. complete other trademarks mentioned in this document are the property of their respective owners.

    *Gartner, Inc., Magic Quadrant for Contact headquarters Workforce Optimization, Jim Davies, November 20, 2013. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not counsel technology users to select only those vendors with the highest ratings. Gartner research publications consist of the opinions of Gartner's research organization and should not live construed as statements of fact. Gartner disclaims complete warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

    This article was originally distributed on PRWeb. For the original version including any supplementary images or video, visit http://www.prweb.com/releases/2014/05/prweb11888967.htm

    Haberman for Calabrio Tim Nelson +1 612-436-5543

    Utility Company Uses Multichannel Avaya Customer undergo Management Solutions to Deliver Outstanding Service | killexams.com real questions and Pass4sure dumps

    BASKING RIDGE, NJ--(Marketwire - Sep 27, 2012) -

  • Southern Maryland Electric Cooperative improves productivity and responsiveness to clients by adding powerful modern capabilities to its Avaya Aura® infrastructure.
  • New Avaya Aura Workforce Optimization and Management tools enable optimal staffing and simpler scheduling.
  • Today Avaya announced that Southern Maryland Electric Cooperative (SMECO) is using Avaya Customer undergo Interaction Management solutions to support the company deliver outstanding customer service over multiple communication channels. 

    A regional, member-owned utility serving more than 150,000 Maryland customers, SMECO has connected four district contact centers into a single, consolidated organization for which a redundant architecture and backup servers support ensure seamless, uninterrupted service. With the recent addition of modern Avaya multimedia capabilities and workforce optimization tools, SMECO marked the following improvements:

  • Achieved service even targets 94% of the time -- up from 85% two years ago. 
  • Increased efficiency in serving customers through spend of integrated screen pops from customer trust and billing applications.
  • Improved agent productivity with automated responses to customer email interactions.
  • Reduced the amount of time needed for staff scheduling by more than 90 percent.
  • Improved staff skills and service quality through on-screen monitoring and audio recording. 
  • The Avaya Solutions Used by SMECO

    Several modern applications were added to SMECO's existing Avaya Aura® call headquarters Elite foundation to exhance the company's capabilities, including:

  • Avaya Aura Contact headquarters for multimedia interaction, which allowed SMECO to replace the cumbersome, manual processes it once used to manage customer email. modern capabilities allow better tracking and management of the process and pre-approved scripted messages hasten responses.
  • Avaya Aura Workforce Optimization and Management tools provide voice recording, quality monitoring and advanced scorecard tools, staff forecasting and scheduling. The tools absorb had a particularly significant repercussion on SMECO's knotty contact headquarters scheduling, reducing what previously took managers two hours or more each week to just minutes. Managers likewise absorb modern insights into optimum staffing levels by using historical reports to determine how many people they will need during holidays, disruptive weather events or other peak periods. 
  • The Avaya Customer undergo Interaction Management solution for SMECO was designed and deployed by Strategic Products and Services (SPS), an Avaya Connect Platinum Partner.

    This announcement highlights Avaya's commitment to bringing The Power of We™ to every Avaya customer to support drive faster collaboration, smarter decisions and better industry results.

    Quote "We've seen a huge change in what customers expose us on surveys. We used to obtain very satisfactory ratings, but now, more and more, they are seeing many absolutely over-the-top comments from customers about the courtesy and caring they undergo with their staff. We believe this is a direct result of their having the Avaya solutions in situation to support us sheperd everyone in doing their jobs better.

    "The time they redeem on scheduling enables us to consecrate more time to training, coaching, mentoring and improving their processes. These are key functions that contribute to their service levels.

    "We saw demos by several vendors, and then decided Avaya offered best-of-breed solutions in the areas where they wanted to drive improvement. We were able to deploy Avaya's latest contact headquarters technologies with the platform they had already been using. This demonstrates Avaya's capacity to provide accurate investment protection."--SYLVIA WELCH, MANAGER, IT APPLICATIONS,SOUTHERN MARYLAND ELECTRIC COOPERATIVE

    Additional Resources

    Tags Avaya, Aura, customer service, call center, call routing, contact center, mobile customer service, self-service, speech applications, customer experience, workforce optimization.

    About Avaya Avaya is a global provider of industry collaboration and communications solutions, providing unified communications, contact centers, data solutions and related services to companies of complete sizes around the world. For more information gratify visit www.avaya.com.

    Certain statements contained in this press release are forward-looking statements. These statements may live identified by the spend 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 absorb 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 necessary factors may antecedent 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, gratify refer to Avaya's filings with the SEC that are available at www.sec.gov/. Avaya disclaims any end or responsibility to update or revise any forward-looking statements, whether as a result of modern information, future events or otherwise.

    Follow Avaya on Twitter, Facebook, YouTube, LinkedIn, Flickr, and the Avaya Connected Blog.



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