Avaya 3600-1 : Avaya Ethernet Routing Switch Implementation and Maintenance Exam

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Exam Number : 3600-1
Exam Name : Avaya Ethernet Routing Switch Implementation and Maintenance
Vendor Name : Avaya
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Avaya and genuine Questions

Video revolutionizing name centre client service, says Avaya exec | 3600-1 Free PDF and Practice Questions

Video revolutionizing call centre customer service, says Avaya exec

Video revolutionizing call centre customer service, says Avaya exec

all and sundry’s had a nasty experience with looking for help on the cellphone – navigating via complicated computerized systems, being asked special questions about the product you’re having concern with, being put on dangle for what appears like an eternity.

Markham, Ont.-based Avaya Canada Inc. says it strives to make that experience a little much less frustrating for their purchasers.

Its IP communications infrastructure – the company says – is additionally designed to guide a more-linked call centre mannequin.

Avaya’s technology enables disbursed name centres and distinct communications’ methods with customers and in the enterprise.

It’s been adopted by using Bell Canada agencies as Avaya’s biggest accomplice, enabling Bell to design, sell, and service IP items according to Avaya technology.

Avaya has been awarded for its features and is used by way of nine out of 10 Fortune 500 groups.

lately, on the IT 360 expo in Toronto, Avaya’s functions sales director Amir Hameed sat down for some Q&A with ITBusiness.ca reporter Brian Jackson.

right here’s what he needed to say:

What function do you see Unified Communications (UC) enjoying in name centres?

UC is the most well liked issue presently within the communications house and the call centre. actually what it affords within the name centre is a far better event for the client’s shoppers. so that they find a way for first name decision.

It’s not a brand new area – there were a variety of sorts of unified communications used within the name centre for a number of years.

At Avaya we now have a [product] referred to as an IP agent…that permits you to virtualize the name centre. through virtualizing it, you don’t should be working in the name centre bricks and mortar vicinity itself, however basically you could be working from domestic.

You can be at a far off region. UC [offers you] the equipment and capacity to take calls at home. however you may say: ‘If I’m the use of voice-over-IP (VoIP) in a peer sense, that’s risky in a call centre ambiance.’

as a result of what occurs at definite instances of day?

Let’s say I’m on a cable shared modem in my neighbourhood, right through the day it sounds first-class as a result of everybody’s at work and the kids are in school. however round 3:30 in the afternoon, a phenomenon occurs and the entire children come domestic and are playing community video games, they’re downloading video, they’re on YouTube.

abruptly the bandwidth utilization spikes, you’re sitting there trying to take a name from a customer and that they can barely hear you. this is some thing we identified at Avaya from the onset as no longer being ideal from a customer adventure viewpoint.

So one of the most earliest sorts of UC we brought into the name centre was some thing known as the telecommuter mode or the twin mode for name centre.

What that entails is the name centre agent is asking at their reveal, they call up a tender phone, however in place of plugging their headset in to their laptop for the genuine speak direction, they truly associate it with any cell – always their condo mobile.

we've many consumers using this correctly. The call is available in and you get all the CTI, the monitor-pops, the client context tips is all directed to you, however the consumer name is in fact directed to your domestic cellphone.

The abilities there is we’re leveraging the PSTN (public switched cell community) and it’s crystal clear audio a hundred per cent of the time.It’s additionally mission vital, so when you are on a really important name with a consumer, you don’t need to fret ‘oh my goodness is my VPN going to crash’ as a result of residential internet is not mission vital as is the cellphone.

There’s also this concept of using video in name centres. How does that play into UC?

That’s likely the subsequent enjoyable thing that’s happening now. I referred to how UC isn't new regarding voice, however definitely video is the next large component.

We’re seeing a good adoption of video in the call centre and [in] quite a lot of areas.

firstly it changed into notion that if we permit video, the basic use should be would becould very well be for the call centre agent to seek advice from the end consumer the usage of video.

on occasion that does happen, but there’s not lots of cost in that use. So where’s the genuine price in the expertise?

What we’re finding is it’s opening up diverse revenue streams and diverse enterprise alternate options for our clients.

I’ll offer you one instance: Let’s say I’m at domestic and i’ve purchased a printer a couple years in the past and i’ve obtained an issue with it now.

So I’m basically calling in to a call centre for some support and they’re asking me some questions. They’re asking me what sort of printer I even have, and they have some pretty prolonged name numbers and i’m not frequent with it.

You be aware of, using video for example I could take my internet cam and simply point it on the product. The person on the different conclusion who works for the enterprise instantly identifies it, and says ‘i know exactly what part you want, away you go.”

however do you think a lot of purchasers are ready to have interaction call centres in the course of the computing device? each person is so used to doing it over the mobile line.

You’re completely appropriate. That’s why we present multi-modal streams of conversation whether its voice, email or web. You bring up an enchanting element. fully, voice has traditionally been the predominant mode of client provider.

however we’ve obtained a fascinating state of affairs the place consumers are turning out to be up with YouTube, are growing up with Skype, [and] with other sorts of conversation with video telephony on there speedy messaging (IM), the use of presence.

so that you’ve received these consumers who are children growing up, they look for these things in the functions they deserve to get.

they say ‘how with it are these companies? Are they adaptable?’ in lots of situations with our parents it became simplest telephone, but now net tone has become the new dial tone and certainly presence is very key. If I are looking to attain out to someone, am i able to get involved with them?

Let’s say I name in to a name centre, a big-driver is first-name decision. but the agent I’m speaking to may now not have the reply I’m looking for. You’re put on dangle, you’re bumped around quite a lot of places.

Now with UC, the adult who takes the call can definitely conclusion the call, but they don’t necessarily have the information. because the use of presence, they could quite simply – speakme to a person internally – get the tips they need.

That professional could be reachable by the use of IM, via voice, or by way of video. All of those alternatives are available and counting on the receptiveness of the purchaser to some of those different ability of communique, it determines the way you get again to them.

For these folks most relaxed with telephone and voice, they’re the usage of voice, but at the back of the scenes they’re absolutely the use of unified communications inside the name centre to support enhance the consumer adventure.

some thing I want to opt for up on right here is the references you’ve made to Avaya the use of this expertise yourselves. here is a fascinating point to your business: as you’re setting up this infrastructure for name centres, you're also working it inside your personal centres, which are the area’s greatest.

fully, we’ve acquired the area’s greatest call centres, we’ve obtained the enterprise market share for call centres, we proceed to be a pacesetter there, and we use this technology ourselves.

we now have whatever thing called Avaya know-how and Consulting. We’ve bought enterprise companions in Canada – Bell, Telus, and different smaller companions who we sell the Avaya technology.

Let’s say they’ve bought an Avaya [product] to a client and that they’re configuring it and whatever comes up where they should recognize whatever thing fairly deep and technical. in order that they’ll name in to our call centre, the Avaya technology and Consulting, and they’ll consult with whoever picks up the name.

during the past, reckoning on the nature of the name, we may additionally or can also no longer had been in a position to provide the reply within the first-call resolution. but these days, we’re the use of presence, we’re [using] video the place applicable and the grownup who takes the name has access to the entire corporation as a way to resolve the concern and make a response.

So the usage of clever presence they can go in and say ‘ok this question they’re asking is set [has] something to do with bandwidth necessities, and i don’t have the reply but i know this team has the reply.’

That group will also be any place on earth. in order that they’ve obtained a group installation of their IM customer and they see that of the four americans who have that answer, two or three of them are on the mobilephone, one is accessible and one is on holiday.

again, utilize the presence, get into touch with that individual and get that answer back to our end customer in a timely fashion. So we’re fully using that expertise ourselves.


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