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920-166 exam Dumps Source : Contact hub Multimedia Ris.6.0
Test Code : 920-166
Test designation : Contact hub Multimedia Ris.6.0
Vendor designation : Nortel
: 62 existent Questions
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Nortel Contact hub Multimedia Ris.6.0
Avaya's unencumber nowadays of a brand recent midmarket contact hub product, an supplant to its analytics providing, and its entrance into the team of workers optimization (WFO) market own been indicators that the enterprise is following through on its pledge to retract plenary capabilities of its Nortel acquisition, in line with analysts.
"they're delivering on their guarantees to deliver the Avaya Nortel traces together," stated Drew Kraus, vp with Stamford, Conn.-based Gartner Inc. "Some pretty crucial guarantees were made to two relatively massive build in bases, and it seems enjoy they are following via."
Avaya nowadays provided details of the Avaya air of mystery Contact center, a multimedia utility centered at midsized contact facilities. The utility connects client provider agents to shoppers by route of any communications mode -- voice, video, electronic mail, or internet chat. Avaya pegs a midsized contact middle at around 1,000 brokers.
The utility makes utilize of open Session Initiation Protocol (SIP) communications to enhance the efficiency of interactions. As clients launch to speak with industry through an ever-increasing variety of channels, organizations must no longer handiest serve those channels but deliver a constant suffer throughout them, in accordance with Jorge Blanco, vice chairman of marketing for Avaya's contact middle enterprise.
"The foremost enterprise challenge they should assist customers lucid up is conclusion-to-conclusion suffer management," Blanco mentioned. "We deserve to connect the dots between totality the layers that might create that instant of actuality and, optimistically, pride."
The Avaya air of secrecy Contact hub is an outstanding delivery, in keeping with Sheila McGee-Smith, president and foremost analyst of McGee-Smith Analytics, a contact hub consultancy.
"From a contact hub point of view, I conclude not assume any person might advise that Avaya hasn't performed its foremost to combine the better of each [Avaya and Nortel] with the present portfolio," McGee-Smith wrote in an email interview. "Avaya air of mystery Contact core takes the multimedia capacity (amongst other attributes) from Nortel and over time will add the huge scaling of Avaya convene core Elite. similarly, with Avaya Voice Portal, facets of Nortel's self and assisted service advent ambiance will now breathe apposite to Avaya platforms."
Avaya moreover up to date its designation middle Elite 6.0 designation routing software and IQ 5.1, its analytics product, which makes it possible for for stronger means of 900 simultaneous users.
With coincident announcement, Avaya is additionally getting into the WFO market. earlier, the company had relied on partners enjoy high-quality and Verint to give facets corresponding to designation monitoring and staff management. The WFO suite includes convene recording, first-rate monitoring and staff administration. Avaya should breathe adding speech analytics in November and remarks administration capabilities next yr, Blanco mentioned, and may continue to associate with Verint and exceptional.
"For customers operating Witness (owned with the aid of Verint), here's often decent information," McGee-Smith wrote. "Avaya WFO is a tightly integrated white label of the Verint suite of applications. The tighter integrations insinuate ultimately a single reporting utility (Avaya performance core) for purchasers to utilize to discover totality their agent advice. For clients of exceptional, Avaya will proceed to resell that utility, but it will want the brand recent integration Avaya WFO offers."
It moreover provides a desultory for internet recent consumers, in accordance with Gartner's Kraus.
"From an Avaya standpoint, they bag that recent revenue," he stated. "From a customer standpoint, they respect being in a position to ebb back to one dealer for the 'one throat to choke' but moreover for someone who is close with the context of what they are doing and why they're doing it."
all of the items might breathe purchasable with the aid of July 20, apart from the Avaya air of secrecy Contact middle, which might breathe accessible July 30.
For clients which own been ready to listen to from Avaya about its plans, latest free up could sign the time to start improvements, Kraus noted.
"there's a lot of each Avaya and Nortel purchasers who had heard these guarantees but were very skeptical or simply worried they'd breathe in a position to convey," he mentioned. He counseled those consumers to "look on the particular person items that are coming out now for what's going to improvement you in the immediate term. for a lot of, it makes sense to tide to the more moderen products ahead of later."
December 8, 1998Web posted at: 5:15
by using Jim Duffy
ST. PETERSBURG, Florida (IDG) -- it breathe the holiday browsing season once again, and with it comes a flood of calls to domestic looking community.
This yr, the retailer is capable for those calls, because of an early Christmas existing to itself: a high-speed, absolutely redundant Layer 3 switched Ethernet network connecting six virtual LANs.
the recent network is fragment of a $5.5 million overhaul of the business's convene core. The revamped designation hub is geared to wield more calls, pace customer response and generate greater earnings. home shopping network build in the network late in the summer, in time for the smash rush.
"here is their busy season - the first of October to the conclusion of January," says Roderick White, vice president of telecommunications. "We're truly focused on conserving the company up and working, and making sure that they conclude not lose a call."
dropping calls became a problem with the business's historic community, a shared-media routed FDDI backbone with direct terminal connections to a Unisys mainframe. A hiccup in some far flung a fragment of that community would breathe broadcast across the total web, slowing performance, convene response and order fulfillment. That cost the company cash.
"We wanted to steer lucid of problems similar to having one chattering network interface card retract their entire community down," referred to Joseph Piplica, director of community engineering at the company. "That happened on a brace of activities."
With switched VLANs, the company additionally desired to embrace broadcast storms and retain them from affecting the total designation middle community, Piplica says.
With these concerns in mind, the industry solicited bids from essential internetworking companies. 3Com turned into selected over Cisco, Bay Networks and Cabletron, which become home looking network's incumbent vendor.
Bay was eliminated early as a result of White knew the industry become "on the block." Bay changed into received by using Nortel Networks in June. Cabletron changed into the next to bag bumped because it become having fiscal difficulties, and White become worried about the company's sturdiness. "Are you inclined to wager your business's route on them for five years? i am not," White says.
That left 3Com and Cisco. Cisco pitched its leaven 5500 swap with the Route change Module. but 3Com "beat the dickens out of Cisco on fee and functionality," White says.
The enterprise's recent convene core network is in keeping with 48 3Com SuperStack 1100 switches, two SuperStack 3900s, a CoreBuilder 9000 and a CoreBuilder 3500 Layer three change.
up to 1,200 designation hub agent workstations are linked to the 1100s by the utilize of redundant switched 10M bit/sec hyperlinks. The 1100s are related to the CoreBuilder 9000 spine change over redundant 100M bit/sec mercurial Ethernet pipes.
home searching network's server farm is connected to the 3900s over 10/100M bit/sec links, and the 3900s are related lower back to the CoreBuilder 9000 over mercurial Ethernet. pcs and servers are configured into six VLANs in accordance with earnings geography, and the CoreBuilder 3500 routes among those VLANs over a Gigabit Ethernet hyperlink to the 9000 swap.
When a convene comes into domestic searching community, an agent types within the order and fee tips on a pc. The web transports this records to a windows NT server, which authenticates the agent and lets him entry a Unisys order processing mainframe.
The order statistics is then routed to a database on the mainframe, which approves the payment mode and tactics the sale.
The enterprise's community handles an ordinary of 160,000 calls per day. On its heaviest day in September, it had 941,000 calls.
"We had to design a network and a gadget with the goal to deal with that sort of a load in 24 hours," White says. The industry did that with the brand recent 3Com network. "We want to reply each convene inside 25 seconds," he says.
by using increasing response time, the community will extend domestic browsing network's bottom line, he says. slicing one 2d off of the commonplace address time of each designation is cost $50,000, and the brand recent internet is reducing the accustomed designation address time with the aid of more than 15%. "that's enormous," White says. "What I custody about is response time to the laptop as a result of that half a 2d is essential to me."
Jim Duffy is a Senior Editor at community World.
where on earth is Santa Claus? assess NORAD’s Santa Radar 🎅
NORTH POLE — the entire preparations are in space for Santa’s suffer world wide on Christmas evening. Now which you can music his development as he can provide toys to girls and boys in every single place. simply click the SANTA RADAR.
greater than six decades ago, a local Sears retain in Colorado Springs ran a dial Santa advert. except the quantity turned into a misprint. as an alternative of record the quantity for Sears’ Santa hotline, it posted the quantity for the Continental Air defense Command middle.
On Christmas Eve 1955, Colonel Harry Shoup begun receiving calls from kids asking to talk with Santa Claus. Shoup worked at the operations department for the air defense center, now called NORAD, so the designation ought to own arrive as slightly of a shock.
as a substitute of telling the children that they dialed the inaccurate number, Shoup said that he wasn’t Santa Claus but he could tune him on radar. totality evening, Shoup and his team fielded calls, giving youngsters details about Santa’s space as he and his reindeer flew during the sky to deliver gifts to petite ones.
a convention was born, and NORAD has unfolded its cell strains for its annual Santa Tracker ever in view that. final 12 months, a all bunch of volunteers, together with many NORAD personnel and Michelle Obama, fielded 135,000 calls from 234 countries. That’s 40 calls per volunteer per hour.
The customary designation middle become set up via AT&T, which had already served as NORAD’s telecommunications provider. AT&T at final spun off Nortel, which later spun off Avaya — the enterprise that now helps exploit NORAD’s crazy convene extent on Christmas Eve.
“The Santa Tracker makes utilize of the identical technology that’s powering the government’s well-known techniques,” observed Susan Keys, head of Avaya govt solutions. “Of direction, it’s more subtle tech these days than it became 60 years ago.”
NORAD now moreover operates a website and social media feeds where youngsters can song Santa. It partnered this year with Microsoft to boost a unique Christmas coloring e-book for americans the utilize of Microsoft’s aspect browser.
The protection middle tells children that it uses totality of its colossal know-how to song Santa’s actions worldwide.
“Our constellation of defense satellites “uses infrared tracking to retain pinpoint accuracy on the warmth signature from Rudolph’s nose,” NORAD says in its promotional materials. “ground based radar monitoring websites relay international positioning updates to their elite fighter pilots, who often escort Santa’s sleigh through tough climate.”
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AI (Artificial Intelligence) is undoubtedly a buzzword that’s been around for a while. From the early days of science fiction and Stanley Kubrick’s groundbreaking 2001: A Space Odyssey to the more recent chess match between profound Blue and Kasparov, AI has long captured their imaginations.
As technology continues to advance, companies are coming to realize that many benefits can breathe accrued from employing it. Tech industry giants enjoy Microsoft, Google and Amazon, as well as smaller companies of totality types, are already devoting resources and time to develop AI for the future. Unsurprisingly, the enthusiasm of AI has spilled over to customer suffer (CX) in the hope of improving convene hub efficiency. However, there are silent a lot of questions about what AI can actually do, its limitations and its downsides.
This doubt has generated myths about AI, such as the approved thinking that AI will supplant convene hub agents or equally popular, that AI will unravel totality CX problems. It’s therefore essential to anatomize ‘what’s out there’ in customer service AI and adjust their expectations accordingly.
How AI can breathe Used in the Contact Center
AI has some viable uses in the contact hub sphere that managers can employ to better their CX and the efficiency of convene centers. Out of these benefits, two concrete benefits of AI in the contact hub stand out.
First, customers can receive accurate information instantly from self-service AI, and they don’t own to convene the support hub and wait on hold. Second, convene hub agents own access to a sea of information and can sort out complicated issues that cannot breathe solved by self-service functionality.
Here are some more ways AI can breathe used in the convene center.
1. Capturing Customer Data
Chatbots and voice AI agents can capture data from customer interactions and feed it into analytics software. This doesn’t signify that human agents will breathe out of work, since 90% of customers affirm that there needs to breathe the option to talk to a live agent from the convene center.
Massive sets of captured data can, for instance, undergo analysis with AI technology to discover trends such as dissatisfaction with service. This can breathe accomplished much more efficiently than with the utilize of live human agents.
2. Accurately Predicting Customer Behavior
Apart from behavioral trends as discussed above, AI can moreover call recent market trends using the identical tools that capture customer interactions. CX managers can then bag ahead of recent customer expectations to anticipate their needs and extend customer retention.
Getting ahead of recent trends is equally useful in strategic planning, where companies can procedure best practices to deal with future issues.
3. Advancing Customer Service
AI has immense potential to better CX and the efficiency of contact centers starting with the day-to-day activities. Handling routine user requests and petty problem solving is a mainstay of AI. However, AI needs an effectual scholarship management backbone and natural language processing to allow it to wield inquiries enjoy a human convene hub agent.
To achieve this, the AI system has to breathe fully integrated and fed enough data to allow it to breathe well-trained to respond appropriately to inquiries.
4. Identifying and Switching Calls
During customer calls, AI can breathe used to determine the nature of an incoming convene and pass it to a different channel. This can embrace routing a convene to a customer custody agent or a chatbot.
AI systems can breathe installed on the agent desktops to access the user’s background information, allowing inbound customer calls to breathe handled quickly. In the future, they can await AI to breathe heavily relied on to manage customer interactions for more efficient customer experiences.
The Maturity of Current AI in the Contact hub Space
At this point, AI is silent a immature technology, and some people are not close with how it works.
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True AI uses machine learning to anatomize great sets of data, and natural language processing (NLP) to understand and interpret speech.
NLP is used in chatbots to understand customer requests and “talk back” to provide a solution or transfer the convene to an agent. The rapid adoption of chatbots – their utilize is expected to jump by 1000% by 2020 – has caused some concern in the customer service sector, where many are worried it will supplant convene hub agents.
The veracity is that chatbots are currently only capable of resolving routine and straightforward questions and issues. Chatbots will reclaim a lot of time by handling these routine requests, leaving convene hub reps free to deal with more involved issues. In fact, 72% of CX experts and professionals agree that human agents own a stronger impact when AI chatbots wield routine work. In the identical group, 79% are of the persuasion that taking over involved requests sharpens the agents’ skills.
Companies who want to achieve the maximum potential of their human resources can conclude so through realizing that using AI has multiple benefits.
It helps to elevate the skills of the convene hub team and simultaneously allows them to focus on more faultfinding issues that generate income. Cost savings are another advantage since less time is spent by humans on petty tasks, acceptation more productive hours and less telephone traffic.
Customer-Facing or Agent-Facing?
Before choosing an AI solution, you own to select the most compatible and effectual option for you, having undertaken a watchful analysis of where AI complements and enhances your existing customer suffer strategy.
A customer-facing AI solution, for example, a chatbot, can build your brand image by engaging customers on live chat, or even through messaging apps. Since the dawn of social media, companies own marveled at how much time is spent on messaging apps, and many companies own started tapping into this. Facebook Messenger, for instance, has more than 100,000 chatbots in operation, and more are being added by the day. Customer facing chatbots will not only engage customers but can discharge other tasks enjoy anticipating customer needs, learning from interactions, interpreting common trends and preferences, pushing message alerts and informing customers about recent offers or promotions. Using a customer-facing appliance benefits the company by maximizing on data collection, interpretation and time-saving. Customers moreover capitalize at the identical time from a superior, effortless customer suffer – a considerable instance is the “TacoBot” from Taco Bell – since they expend minimal pains in transactions or queries.
On the side of contact hub agents, there are multiple reasons to implement an AI solution. Customer expectations own been on the tower and customers now await the agent to know who they are, their past transactions and history with the company. Agent-facing AI can kick in to supply the agent with the customer’s profile and details of their historical interactions with the company. If for instance, the customer has never called before, it can breathe marked as a elevated priority situation and the convene can breathe prioritized to give the customer a pleasant experience. With the customer profile readily available, the customer won’t own to restate information since their history with the issue can breathe traced. For involved queries, AI systems can route or transfer calls to the apposite agents who can quickly unravel the problem without consulting with other agents. Therefore, the convene hub agents can meet their key performance indicators (KPIs) and become more efficient and elevated performing.
The Future of AI in the Contact hub Space
Contrary to approved opinion, AI is not a silver bullet; it is only a means to an end. Managers should adjust their expectations and realize that human convene hub agents will silent breathe a vital fragment of the customer experience. What managers can await is for the AI to wield simple tasks quickly and efficiently while at the identical time collecting data for future projects.
Regarding the future of AI in customer experience, it’s well-known to recall that AIs, unlike human agents, are scalable. If your contact volume increases, a chatbot can easily meet the demand, while the only solution for human agents is to hire more of them. This is well-known to note, since they are witnessing an upward trend in the number of calls that customer support centers are receiving.
Your AI system will breathe an expensive purchase if there isn’t any scholarship management system to back it. Most customers’ main complaint is that their queries aren’t well understood; scholarship management analyzes huge data to piece together customer queries and produce effectual solutions. Apart from this major benefit, scholarship management has more potential benefits, enjoy achieving greater consistency in resolving queries. First convene resolutions will skyrocket when scholarship management systems are introduced to back chatbots or other AI variations. A scholarship management system will moreover assist the company to understand the user’s needs and anticipate solutions for the future, hence dramatically improving the user experience.
For proponents of the effortless experience, scholarship management tools are a major boost. This is because as the scholarship groundwork grows over time, questions can breathe answered more quickly and with higher accuracy for a positive customer experience. Finally, a scholarship management system saves the company training costs. convene centers are notorious for elevated employee turnover, and many companies spend thousands on training employees who simply conclude not pass their probation period. A scholarship management system cuts out the exigency for intensive training for recent agents and fewer losses are incurred when employees resolve to leave.
In conclusion, AI has massive potential but only as a appliance to bridge the communication gap between customers and the company, and not necessarily managing the all customer service department.
Originally published here.
Author: Kaye Chapman
Kaye Chapman is the Learning & development Manager at Comm100, a global provider of AI-powered digital customer conversation software. She has a wealth of suffer working alongside contact centers, improving processes and delivering engaging, effectual and fun learning and development solutions. Connect with her on LinkedIn.… View full profile ›
Take in the cost of Finnish tomatoes with me. In winter, when there’s more darkness than daylight, a kilo of tomatoes costs almost €4 ($4.50) in Tampere, a city of 300,000 in southern Finland. “Finnish vegetables are really expensive,” Lauri Vuohensilta explains. “Because fucking cold.” Lauri and his wife, Anni, own a lifestyle string on YouTube. In this tomato-centric video, they rove through a chain supermarket doing their weekly shopping. Vegetables from other countries are available and cheaper, but imported produce spends two weeks in shipping. So the Vuohensiltas are splurging on local.
The video is, it must breathe said, so mundane. It is moreover has tens of thousands of views and is fragment of a growing subgenre of YouTube supermarket tours. It’s enjoy that foul quip about modern art: You could own done that—yeah, but you didn’t.
Supermarket tours aren’t trying to inspire envy in you, and there’s genuine relief in that. These days, for every unattainable Instagram post, there is a decidedly unaspirational opposite. Alongside the Kardashian clan, you can find people going the dentist or giving their dog a bath, ASMR videos of people brushing their teeth, livestreams of strangers eating dinner on Twitch. irksome Instagram is big: Accounts plenary of photos of bodega cats, coffee shops, or everyday life—biking, commuting, going to the beach—in North Korea own hundreds of thousands of followers. Compared to other things you can find on Instagram, enjoy foul-mouthed 9-year-olds kicking $400,000 Rolls Royces, these normcore accounts are amateurish and should breathe deathly dull. Lil Tay shrieks, @onionringsworldwide murmurs. The internet runs on the can’t-look-away attention economy, but it’s moreover home to regular people inviting you into their regular-people lives. And in a eerie Bob Ross kindly of way, the irksome stuff is sometimes the best part.
Boring should not breathe best. Being irksome is a social media sin: Guides to avoid this road to irrelevance abound. (Whenever Facebook rewinds to divulge what I used to post in elevated school, back when social media norms were in their infancy, I cringe. Pictures of Converse sneakers and gripes about calculus homework are not what today’s marketers convene “quality content.”) They routinely shame people for posting too many baby pictures, too many selfies, too many food photos, even too many dog pictures, totality for the identical reasons: They’re so overdone and vaguely dishonest that they’re boring—and we, those who curate for maximum sparkle, who bury the want to share monotonies, resent them for irksome us. Dance, monkey, dance, but not too much or too often. That’s gauche.
Emma Grey Ellis
By current social logic, Casey Neistat, whose vlogs of skateboard commuting and fire elude climbing are so often imitated they’re almost cliche, should not breathe a millionaire. Sharing humdrum daily happenings is odd and socially risky—but social psychology suggests that’s why you might enjoy an endearingly ordinary post when you encounter it. Something enjoy 95 percent of photos on the internet are posed, says Alix Barasch, who teaches marketing at NYU. He’s institute that people almost always prefer the other 5 percent—the candids—and arrive away with a more positive impress of candid photos’ subjects. Barasch’s research suggests that getting glimpses into another person’s genuine nature makes the viewer feel more connected and even makes the topic “more appealing as a mate.” Checks out, right? The celebrities most often praised for their social media prowess are the rawest: Cardi B is not posing. Even controversial comedian Amy Schumer scored conducive coverage after posting revealing, unbeautiful photos of her difficult pregnancy.
When they’re candid (or, at least, not edited to a high-polished sheen), the photos that should breathe cringey or colorless are the ones that manufacture us feel good. According to Ting Zhang, an aide professor at Harvard industry School who studies how people engage in reflection, that’s cordial even if you retract everyday snapshots of your life yourself and don’t share them with anyone. “My research shows that while pictures of extraordinary moments, enjoy weddings, are silent extraordinary, it’s the mundane ones that extend in value,” Zhang says. “Our contexts change. Children grow up. They are overconfident in their memories. Even two weeks from now, you won’t recall what really happened today.” There’s lots of warm and fuzzy in life’s B-roll. Used properly, social media can deliver that warmth to others—and provide an antidote to the ever-expanding envy industry of which you are almost certainly part.
Social media has made salespeople of us all—even if you are only “selling you” (blech)—which might breathe what makes mundanity so taboo-yet-refreshing. People own always been interested in the intimate details of the lives of strangers, but everyday mild isn’t a huge earner. Before the internet, you might only find it on nonprofit channels enjoy PBS: “Bob Ross is OG mundane entertainment,” says Aymar Jean Christian, who studies television and recent media at Northwestern. (OG yet trendy: The Joy of Painting star has institute a recent generation of fans on the internet. Ross’s soothing knack lessons own been livestreamed, used for YouTube challenges, and adapted into makeup tutorials.) irksome Instagram and YouTube conclude not smell of capitalism. The accounts are more enjoy odd knack projects or Saturday morning television—#notsponsored, not screaming for your attention.
Barsach thinks everyone’s social media anxiety would likely better if only they posted realer, more mundane photos. She might breathe right: Among supermodels on jet skis, 19-year-olds wearing Gucci that costs more than your car, and perennial brunchers sipping bottomless bellinis, Finnish supermarkets and people brushing their hair are hyperreality checks. Aspirational social media is constantly begging you to unmoor yourself from the everyday and literally buy into a filtered, curated reality you can’t have. Nobody’s trying to ebb viral or win over brands with their relatable laundry post, but they admire them totality the same. Beautifully irksome posts, as Bob Ross would say, are the attention economy’s happy—and necessary—little accidents.
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