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Avaya 3000-2 : ACSS Small and Medium Enterprise (SME) Communications Exam

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Test Number : 3000-2
Test Name : ACSS Small and Medium Enterprise (SME) Communications
Vendor Name : Avaya
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AWS Expands Its AI-Powered Contact center Intelligence (CCI) | 3000-2 Real test Questions and PDF Braindumps

Amazon web services has increased its synthetic intelligence-powered Contact center Intelligence (CCI) options, enabling clients to leverage AWS's synthetic intelligence and computer discovering capabilities with their current contact middle suppliers to gain efficiencies, convey tailor-made consumer experiences, and derive deeper insights from their statistics.

With AWS CCI, organizations can leverage a combination of AWS AI and ML-powered functions for text-to-speech, translation, business search, conversational AI, transcription, and language comprehension.

together with the launch, AWS brought a number of technology companions, together with Salesforce, Avaya, Talkdesk, 8x8, Clarabridge, Clevy, XappAI, and Voiceworx; as well as new AWS Consulting partners Inawisdom, Cation Consulting, HCL applied sciences, Wipro, First Derivatives, Servion, and Lucy within the Cloud/Micropole.

The providing additionally contains increased global help and use in three pre-configured solutions purchasable via taking part Amazon partner network (APN) partners that focal point on the contact middle workflow These include Self-carrier, are living call Analytics and Agent support, and put up-call Analytics. The Self-provider answer is now purchasable in distinctive languages, including French, German, Italian and Spanish. The are living name Analytics & Agent assist and post-call Analytics options are actually supported all the way through Europe.

The Self-provider answer uses ML-pushed chatbots and interactive voice response (IVR) to address and deflect average initiatives and queries in order that the contact middle staff can focus on resolving interactions that need a human touch. It uses the conversational interface of Amazon Lex and the text-to-speech voices of Amazon Polly to create a dynamic digital agent in dissimilar languages. including Amazon Kendra can raise the capacity of these virtual agents to reply questions by finding the top-rated solutions from inner expertise bases.

The are living name Analytics & Agent aid and submit-name Analytics solutions use Amazon Transcribe to function real-time or put up-call speech transcription with Amazon recognize to instantly analyze the interaction, discover name sentiment, and establish key terms and phrases in the dialog the usage of natural language processing (NLP). These key words can then be used with the aid of the intelligent search capabilities of Amazon Kendra to assist agents discover well timed and important suggestions to unravel are living call concerns.

apart from the brand new companions, AWS CCI continues to expand its global capabilities with new language expansions for Amazon Lex, Amazon Transcribe, and Amazon Translate. moreover, transcribing are living calls is now obtainable in German, Italian, jap, Korean, and Portguese. Amazon Translate can also be used to translate calls into an agent’s favourite language and provides assist for 16 new languages for a complete of seventy one languages and variations. 

"At Amazon, they need to meet the customer wherever they are in their contact core event. With AWS CCI, they desired to make it handy for customers who use distinctive contact centers providers to add AI and obtain new degrees of operational efficiency," observed Vasi Philomin, ordinary manager of AWS Language features. "Having a worldwide accomplice community is vital to enabling their clients to know the advantages of cloud-based desktop getting to know functions and disposing of the should appoint really good developers to build and maintain these methods."

Avaya’s integration with AWS CCI strengthens its portfolio of contact center options as Avaya OneCloud CCaaS consumers can benefit from AWS ML-powered intelligence to enrich self-carrier, analyze calls in real time to help agents, and learn from each contact core interplay with submit-name analytics.

"As a number one contact center solution company with an put in base of about 6 million seats globally, Avaya continues to expand AI capabilities which are evolving the contact core into what's now the client adventure core," referred to Eric Rossman, Avaya's vice chairman of expertise partners and alliances, in an announcement. "With precise-time insights and fuller context for each and every client at your fingertips, manufacturers can meet and exceed their shoppers' expectations with every interplay, leading to enhanced delight and manufacturer loyalty. With AWS, Avaya offers new AI and computer learning innovation that improves the performance and effectivity of customer event groups, however extra importantly, allows deeper and extra meaningful human connections between organizations and their consumers."

For its part, Talkdesk is increasing its ML providing to provide a wider latitude of ML-driven alternate options and capabilities through AWS CCI solutions. Talkdesk valued clientele can use AWS CCI options, Talkdesk iQ native AI accessories, or leverage the flexibleness of Talkdesk CX Cloud to combine with different cloud suppliers'contact core AI. moreover, through collaboration with AWS, Talkdesk Agent support and Talkdesk Speech Analytics now leverage Amazon Transcribe to lengthen the variety of languages and accents wherein these items can be found.

"we are delighted to present Talkdesk valued clientele new, out-of-the-field machine researching via AWS Contact middle Intelligence solutions,"pointed out Tiago Paiva, Talkdesk's CEO, in a statement. "The aggregate of inventive, cloud-native capabilities from Talkdesk CX Cloud with potent AI and desktop studying functions from AWS offer Talkdesk customers the flexibility, agility, and perception to easily adapt contact center operations and make consumer event a aggressive capabilities."

At 8x8, Manu Mukerji, vp of engineering, says that by partnering with AWS, his company can bring bi-directional integration with AWS CCI.

"The 8x8 virtual Agent is the simplest wholly managed and customizable answer available in the market that works seamlessly for both unified communications and contact core use instances, improving contact center efficiency for decreased wait instances and sooner time to resolution," he observed.

Clarabridge's partnership with AWS contains the integration of its CX Analytics solution with AWS CCI. Clarabridge CX Analytics integrating AWS CCI name analytics capabilities provides a holistic voice-of-the-customer platform to find expertise call deflection and self-service opportunities, automate excellent assurance, permit efficient agent teaching, measure drivers of client satisfaction, and enhance consumer lifetime value.

"Speech-to-text analytics is heavily dependent on the efficacy of the name transcription. Amazon Transcribe allows for us to process their client's calls with the highest accuracy while permitting optimum scalability all the way through height seasons," said Eric Din, vice president of international alliances and method at Clarabridge. "by using working with AWS, we're offering corporations with the options they should more desirable consider their customer's wants by using paying attention to them far and wide they want to be heard."

another contact middle issuer, Cresta, though no longer mentioned within the initial liberate, has additionally turn into a launch partner for the international enlargement of AWS CCI, proposing Cresta items a native integration with Amazon Transcribe to permit revenue and consumer care groups to uncover insights from each consumer conversation. Cresta's platform extra supports agents with personalised, real-time teaching.

"We're delighted to work with AWS to convey true-time intelligence to the contact core and are already working collectively to deliver trade-main ML implementations," noted Tim Shi, chief expertise officer and co-founding father of Cresta, in a press release. "Now, valued clientele can effortlessly convey contact core solutions into their company, and immediately add Cresta's entertaining skill to straight away enrich each agent in their actual-time interactions."

"Amazon Lex, Amazon Kendra, and Amazon Polly provide a magnificent aggregate of AI features that enables contact facilities to transcend the limitations of ordinary chatbots and IVR to transform their operations with definitely conversational self-service that improves the client journey and offers dramatic ROI. And AWS CCI options will also be integrated with all contact center manufacturers to bring the price of AWS AI services to any commercial enterprise right away," mentioned Pat Higbie, co-founder and CEO of XAPP AI.

"At Cation Consulting, they provide customers with conversational AI and self-service experiences that enable them to vastly reduce customer help expenses while enhancing the client adventure," pointed out Alan Kiernan, its co-founder and chief know-how officer. "AWS Contact center Intelligence enables us to flow directly and scale seamlessly with shoppers similar to Ryanair, the biggest airline in Europe. The Ryanair chatbot has handled millions of consumer enquiries per 12 months as a depended on extension of the Ryanair's consumer care group. they are excited to leverage Amazon Lex's latest enlargement into European languages and design digital agents who can unravel consumer concerns instantly and increase client provider rankings."

other shoppers which have already benefited from an more advantageous client journey and decreased operational fees as a result of using AWS CCI options via AWS partners encompass Maximus, a executive fitness and human services classes administrator and issuer of contact center functions to the executive. "With AWS accomplice SuccessKPI, they were capable of add AWS CCI into their Genesys Cloud ambiance in a count of hours and convey a 360-diploma view of the citizen experience. This software allowed us to carry improved capacity, automatic fine overview and agent compliance and efficiency advancements for executive businesses," pointed out Tom Romeo, its prevalent manager.

a different consumer is Magellan health, a managed health care business focused on particular inhabitants, comprehensive pharmacy advantages, and other strong point areas. ";We chose Amazon Kendra, a service inside AWS CCI to build a comfortable and scalable agent assist utility. This helped call center brokers and the purchasers they serve directly find the tips they want," said Brian Lichtle, senior director of application engineering at Magellan Rx. "in view that imposing CCI and Amazon Kendra, early outcomes reveal a standard reduction in name times of about 9 to fifteen seconds, which saves greater than 4,400 hours on over 2.2 million calls per calendar 12 months."

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