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3C00120A - Avaya Customer Experience Management (CEM) APDS Online Test - Dump Information

Vendor : Avaya
Exam Code : 3C00120A
Exam Name : Avaya Customer Experience Management (CEM) APDS Online Test
Questions and Answers : 90 Q & A
Updated On : October 18, 2018
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3C00120A Questions and Answers

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3C00120A Avaya Customer Experience Management (CEM) APDS Online Test

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3C00120A exam Dumps Source : Avaya Customer Experience Management (CEM) APDS Online Test

Test Code : 3C00120A
Test Name : Avaya Customer Experience Management (CEM) APDS Online Test
Vendor Name : Avaya
Q&A : 90 Real Questions

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Avaya Avaya Customer Experience Management

Avaya Invests in Cogito, Deepening Partnership to increase customer experience through Joint construction | killexams.com Real Questions and Pass4sure dumps

SANTA CLARA, Calif. & BOSTON--(enterprise WIRE)--

Avaya Holdings Corp. (AVYA) these days announced its funding in Cogito, a pacesetter in AI for emotional intelligence that allows for organizations to sense human conduct and ebook name core agents to boost productiveness and customer adventure. Cogito is a founding member of Avaya’s A.I.join developer ecosystem. the two companies also announced the acceleration of their joint building work to combine Cogito’s AI with Avaya’s trade-leading Contact middle options.

For companies to prevail sooner or later, they should embody transformation these days. Behavioral analytics, suggestions and laptop discovering offer colossal opportunities to address most of the complexities and concerns corporations face in providing an foremost customer adventure. Leveraging AI to augment the emotional intelligence of customer-facing brokers and generate actionable consequences can trade each interplay a corporation has with its consumers.

“Cogito has been a valued member of our open and agile A.I.join ecosystem, and making this strategic funding in the enterprise, mixed with deepening our joint construction on AI, will assist transform the client experience, bringing advanced human conversation and connection to a plenty broader market,” said Laurent Philonenko, Avaya Senior vp, Innovation. “Avaya continues to invest in new solutions and companions to provide increased value to shoppers via transformative innovation.”

“Cogito and Avaya have a confirmed song listing of collectively supplying effective innovation to the enterprise,” stated Josh Feast, CEO, Cogito. “Deepening this relationship will convey greater impactful capabilities to market sooner. through this partnership, agencies could have the potential to better connect purchasers to the most efficient elements, extra thoughtfully guide agent behavior, and practice AI to study and enhance. it's a win for Cogito, Avaya and most importantly, customer concentrated organizations.”

Avaya’s A.I.connect initiative focuses on bringing together an ecosystem of companies and developers who take an energetic function in constructing AI pushed options. These options permit Avaya consumers to carry greater attractive experiences for his or her personal conclusion clients, bettering and integrating workflows with smarter, extra customized interactions by utilizing technology. Cogito enhances the emotional intelligence of customer-dealing with experts by means of making use of behavioral science through AI Cogito’s application evaluates hundreds of behavioral signals via voice to supply are living conversation teaching for brokers and a real-time measure of customer adventure for each call.

Avaya’s funding is part of Cogito’s collection C round of financing. Cogito will use this funding to speed up go-to-market, expand analysis and development, and grow its crew.

About Cogito

Cogito provides human conscious expertise to help gurus bring up their performance. Cogito’s AI instantly analyzes lots of of conversational behaviors to supply are living in-call counsel mixed with a true-time measure of client adventure. The expertise is augmenting the emotional intelligence of thousands of brokers in the world’s most a hit businesses – improving revenue results, offering world-classification carrier and adorning best of care. Cogito is a mission-backed utility company observed in Boston, MA. learn extra at www.cogitocorp.com.

About Avaya

Avaya is a global leader in digital communications application, services and gadgets for organizations of all sizes. Our open, intelligent and customizable solutions for contact facilities and unified communications present the pliability of Cloud, on-premises and hybrid deployments. Avaya shapes intelligent connections and creates seamless communication experiences for our shoppers, and their clients. Our skilled planning, guide and administration capabilities teams support optimize options, for enormously reputable and productive deployments. Avaya Holdings Corp. is traded on the NYSE under the ticker AVYA. For extra advice, please discuss with www.avaya.com.

Cautionary observe concerning ahead-looking Statements

This doc incorporates definite “ahead-searching statements.” All statements apart from statements of old truth are “ahead-looking” statements for functions of the U.S. federal and state securities legal guidelines. These statements may be identified via ahead looking terminology comparable to "count on," "consider," "continue," "might," "estimate," "expect," "intend," "may additionally," "might," “our imaginative and prescient,” "plan," "abilities," "preliminary," "predict," "may still," "will," or “would” or the terrible thereof or other diversifications thereof or related terminology and encompass, however aren't constrained to, AI and the business’s joint building application with Cogito. The company has based these ahead-searching statements on its present expectations, assumptions, estimates and projections. whereas the company believes these expectations, assumptions, estimates and projections are within your means, such forward-looking statements are handiest predictions and contain favourite and unknown risks and uncertainties, a lot of which can be beyond its manage. The elements are mentioned in the company’s Registration statement on kind 10 and quarterly experiences on kind 10-Q filed with the Securities and trade commission, may cause its genuine results, efficiency or achievements to differ materially from any future consequences, performance or achievements expressed or implied by using these forward-searching statements. For a further record and outline of such risks and uncertainties, please confer with the business’s filings with the SEC that can be found at www.sec.gov. The business cautions you that the list of important factors included within the business’s SEC filings might also no longer contain all the cloth elements that are essential to you. furthermore, in mild of those hazards and uncertainties, the concerns observed within the forward-searching statements contained in this record can also no longer really occur. The business undertakes no responsibility to publicly replace or revise any forward-looking statement because of new tips, future events or otherwise, apart from as in any other case required via legislations.

source: Avaya Newsroom

View source version on businesswire.com: https://www.businesswire.com/information/domestic/20181009005299/en/


ISON, Avaya Harp on improved client adventure management in Nigeria | killexams.com Real Questions and Pass4sure dumps

WEBWIRE – Thursday, September 27, 2018

ISON technologies, in partnership with Avaya, currently hosted an exclusive consumer journey management (CEM) forum to tackle the must construct related experiences for these days’s digital world in Nigeria. The event which took region at the Intercontinental inn, Victoria Island, Lagos, become smartly attended by industry specialists and IT authorities. (Ison Avaya)

( Press free up photo: https://photographs.webwire.com/prmedia/6/229312/229312-1.png )

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Avaya Brings Biometrics, AI to name core options | killexams.com Real Questions and Pass4sure dumps

name core solutions expert Avaya has greater its application development equipment and enterprise virtual assistant choices.Avaya Brings Biometrics, AI to Call Center Solutions

The enterprise says its SDK now helps refined synthetic intelligence, permitting for conversational consumer interplay, and even a sentiment analysis function that can help consumer calls to be automatically routed to the appropriate channels. Avaya also says its platform now helps biometrics within the kind of facial and voice focus, which will also be used to permit effective two-element authentication.

meanwhile, Avaya has also upgraded its Equinox Unified Communications platform, which now helps voice-based mostly digital assistants from Google and Microsoft. The platform is designed to offer a personal, virtual assistant to each and every assigned worker in an commercial enterprise environment, and to that end leveraging the particularly superior conversational AI programs of those tech giants promises powerful efficiency.

Commenting on the upgraded solutions, Avaya solutions and technology VP Chris McGugan gestured to the broader selection for voice-based interaction among buyers. “Voice remains the cornerstone of customer service, and there's a clear chance for its extended software to enrich client journeys.”

the new solutions additionally replicate the growing to be importance of AI, a huge trend that Avaya locked into about a year in the past with its announcement of A.I. connect, a client facts and conduct analysis system developed in collaboration with Afiniti, Scoredata, and voice biometrics expert Nuance Communications.

October 11, 2018 – via Alex Perala


3C00120A Avaya Customer Experience Management (CEM) APDS Online Test

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3C00120A exam Dumps Source : Avaya Customer Experience Management (CEM) APDS Online Test

Test Code : 3C00120A
Test Name : Avaya Customer Experience Management (CEM) APDS Online Test
Vendor Name : Avaya
Q&A : 90 Real Questions

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Understanding Customer Experience Management: A Talk with Cincom's Randy Saunders | killexams.com real questions and Pass4sure dumps

January 12, 2007

Understanding Customer Experience Management: A Talk with Cincom's Randy Saunders

By Stefania Viscusi, TMCnet Assistant Editor

For companies in any industry today, success is driven by the ability to attain and retain customers who share a loyal connection with them. 

While keeping customers satisfied is essential, it is important to remember that it is only a piece to the puzzle. When it comes to maintaining and gaining customers, the focus needs to be on the entire experience.

 

I recently had a chance to speak with Randy Saunders, Marketing Director, Customer Experience Management products, Cincom Systems about CEM and specifically about Cincom's offerings.

Cincom Systems delivers software and services to simplify complex business processes and help clients outperform their competition.

SV: Can you provide a brief description of Customer Experience Management?

 

RS: There are many definitions out there, a good way to look at it is as a process or  framework for building an organization’s capability to deliver a distinctive customer experience that defines the brand and drives profitable growth.

 

 

SV: How is CEM different from CRM?

 

RS: Traditionally, CRM systems have been internally or operationally centric--they are about profiling and collecting customer data for marketing and cross selling purposes. Too often the emphasis has been on the company's goals, and not necessarily what the customer wants. CEM is the opposite of that. It is highly customer-centric focused and utilizes systems, technologies, and simplified processes to improve the customers experience with the company.

When it comes to CRM versus CEM, Shaun Smith points out in his book, "Managing the Customer Experience: Turning Customers into Advocates," more than $46 billion was spent on CRM systems to help institutions get closer to their customers. Yet, Gartner (News - Alert) Research estimates that 55 percent of all these CRM programs actually drive customers away and dilute earnings--bringing forth this emphasis on customer experience.

 

SV: How is customer experience different from customer service?

 

RS: Even though people seem to think they are the same thing, customer service is really just a component of the customer experience. According to Jeff Bezos, CEO of Amazon, "Customer experience is bigger than customer service in that it is the full, and end experience. It starts when you first hear about Amazon from a friend and ends when you get the package in the mail and open it."

Therefore, customer experience encompasses every customer touch point with your brand, whereas the service is just a component of it.

 

SV: Why is CEM so important to success? Does it provide measurable returns?

 

RS: We are dealing with a changing economy right now. We have moved from a product economy to a service economy, and now we’re moving into an "experience" economy-- which adds a level of emotion that the product or service economies did not have. 

Many recent brands have been successful by really focusing on the customer experience. So, if you do it right, and you design an experience with your products and services correctly, you generate a lot higher loyalty and advocates for your products-- which is proven to lead to increased company growth and profitability.

SV: Can successful CEM improve customer loyalty, and why is customer loyalty so critical?

 

RS: Fred Reichheld, a top speaker on management right now, is proving that advocacy leads to growth and increased loyalty.

In his book, "The Ultimate Question," released earlier this year, he proves that exceptional customer experience creates loyalty and that a 5 percent increase in customer loyalty increases lifetime profits by as much as 95 percent. He also proves that companies who are, what he calls, NPS (net promoter score) or customer advocacy leaders, outgrow their competitors by an average of 2.5 times.  So, you can look at this one indicator to find out how many advocates you have for your product -- meaning, how likely are customers to recommend your product or service to a colleague. The more advocates you have, the faster your company grows and the more profitable you are. The reason for this is that the advocates drive the growth of your company in 4 areas:

1-     They tend to repurchase.

2-     They buy additional product lines from you.

3-     Referrals-- they tell others about you and give important word-of-mouth marketing.

4-     They provide constructive feedback and are always willing to fill out surveys or responses for the company, which helps to better a product.

SV: What information does CEM collect to draw intelligent conclusions from?

 

RS: The CEM process audits the most profitable customers to understand what things they really value and what really drives their loyalty. With that collected information, a better customer experience is designed through improvements that ultimately lead to more and more advocates.

SV: Can CEM reduce customer churn? How so?

 

RS: There was an interesting study in Shaun Smith's book where he shows that 80 percent of all customers who switch suppliers express satisfaction with their previous supplier. This is because customer satisfaction just isn’t enough anymore. Again, as we move into that experience economy, it's more about the emotion and getting to an advocacy level. If not, those who are satisfied, or who may seem loyal because they're repurchasing, will switch to another supplier easily if they haven’t reached an advocacy level for your offering.

One of the things we talk about is designing a customer experience that is consistent, intentional, differentiated and valuable to the customer. If you do that right, you can create more advocates from your customers.

SV: Does CEM improve decision-making and help minimize risk?

RS: Yes. It helps measure the key drivers that your most profitable customers really value. If you understand what they really value, and can deliver on those things, you are able to attract more customers just like them.

SV: How can CEM benefit the call center?

 

RS: Your brand is on trial every time a customer contacts your contact center--   every contact with the center is a test of the organization as a whole. No matter how much money you put into marketing and developing great products, if the call center is the weak link in that total customer experience, then a negative encounter with your contact center, could in fact drive a customer away. Alternatively, a really great experience, where an agent really cared and helped, is also remembered.

A contact center’s ability to respond to a customer's problem or request has a very high influence on the overall experience with that company, possibly much more than the product itself.

SV: What are some solutions for achieving successful CEM, and what specifically does Cincom offer?

RS:  A lot of the CEM solutions out there are consulting solutions. They are really about doing audit work, measuring how you measure against your industry and your competitors in terms of key drivers and number of advocates and help design a unique customer experience.

What Cincom does uniquely is help to improve the process aspect of CEM. If you consider your entire CEM is a combination of your people, your processes and your products/services, Cincom puts the Synchrony solution in place to help service reps deliver on a better customer experience.

In doing so, we help synchronize all activities across the company. So, if there are different departments that interact with a customer, every department has visibility to the interactions and can deliver a consistent experience. Synchrony also provides quick access to all the supporting applications they might need to access while on the call to answer customer's questions or solve their problem.

We can also intelligently route customer interactions to the most qualified person, and a key part of our solution - that is different from many contact center solutions out there - is our comprehensive analytics. They show you not only what customers are calling about, but also information on how quickly problems are solved, where additional training is needed, etc. We are also presenting CEM metrics to find how we are measuring up-- in real-time and on a daily basis, to be sure we're really addressing the things customers really care about. 

SV: Thanks for your time Randy.

 

 

-----

(source: http://www.tmcnet.com/channels/hosted-contact-center/articles/4515-understanding-customer-experience-management-talk-with-cincoms-randy.htm)



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