Corporate voice and telephony services have transformed from traditional public-switched telephone networks (PSTNs) and private branch exchanges (PBXs) to voice over IP (VoIP) and IP PBXs, often combined with digital fax, videoconferencing, instant messaging and mobile communications. That means VoIP and telephony certifications now focus on digital communications, along with a good mix of IP networking protocols and methods to support such traffic and to maintain service quality.

In this article, we feature five solid VoIP and telephony certifications from Avaya, Certification Partners, Cisco, Digium (Asterisk) and Microsoft. Unified communications cover a lot of voice and telephony ground, and it adds video and other solutions to the lineup as well.

Salary is a significant consideration when deciding whether to pursue a VoIP and telephony certification. SimplyHired lists $106,149 as the average salary for a VoIP engineer, although Glassdoor‘s average for a VoIP engineer is noticeably lower at $83,772. Still, a salary just under $85,000 is a worthwhile goal in the industry, with a good growth path into more senior positions readily attainable.

To help determine our top five VoIP and telephony certifications, we performed an informal job board survey. That data indicates the number of job posts in which our featured certifications were mentioned on one specific day. The data should provide you an idea of the relative popularity of each certification. [Interested in Business Phone Systems? Check out our top picks.]

Job Board Search Results (in alphabetical order, by certification)

ACIS: Avaya Certified Implementation Specialist

Avaya is one of the leading solution providers of business communications and collaboration systems. As a spinoff of Lucent Technologies, itself an offspring of Bell Labs, Avaya’s roots are firmly planted in telephony. Certification solution tracks are currently offered in two concentrations: sales and sdesign, and services.

The Avaya Certified Implementation Specialist (ACIS) certification falls into the Services track and recognizes an individual’s ability to install, deploy, test and troubleshoot Avaya products at a beginning to intermediate skill level. Several credentials are available for the ACIS certification:

• Avaya IP Office Contact Center
• Avaya CallPilot
• Avaya Communication Server 1000 for Avaya Aura
• Avaya Aura Contact Center
• Avaya Aura Contact Center CCT and Multimedia
• Avaya Aura Call Center Elite – New

Candidates interested in the Sales and Design solution track should check out the Avaya Certified Design Specialist (ACDS), Avaya Professional Design Specialist (APDS) and the Avaya Professional Sales Specialist (APSS) certifications.

Note: Some Avaya credentials are available only to Avaya partners and associates, while others are open to all takers. See the Avaya Professional Credential Program Overview for details. Individuals not affiliated with a specific organization can create a “non-relationship” account on the Avaya Learning site to purchase a certification exam.

For most topics, Avaya recommends candidates have two years of experience in relevant technologies plus one more year implementing the core product. Each ACIS certification remains valid for two years.

ACIS facts and figures

CCNP Collaboration: Cisco Certified Network Professional Collaboration

Cisco remains one of the world’s dominant IP telephony players. Its Collaboration certifications are available at associate, professional and expert levels, where our top-five pick is the mid-level Cisco Certified Network Professional (CCNP).

The Collaboration certification portfolio is geared toward network professionals and network engineers who work with voice and video, particularly Cisco Collaboration solutions. Targeted skills include configuring and implementing Cisco Collaboration solutions, planning and designing video network collaborations, and maintaining implemented solutions.

Candidates are required to pass four exams to earn the CCNP Collaboration credential. Training is optional but recommended. Candidates can expect to pay about $3,800 for live classroom or virtual courses.

Recertification is required every three years for CCNPs. To maintain this credential, holders must pass any current 642-XXX or 300-XXX professional-level exam, any CCIE written exam, any CCDE written or practical exam, or the Cisco Certified Architect (CCAr) interview and board review.

CCNP collaboration facts and figures

CTP: Certification Partners Convergence Technologies Professional

The vendor-neutral CTP certification was developed by Certification Partners and the Telecommunications Industry Association (TIA). It’s also endorsed by industry leaders such as Cisco, Avaya, Mitel, Toshiba and Vertical. Many of these leaders either accept the CTP as a stepping stone or prerequisite to their credential programs or recommend the CTP for training and preparation. Certification Partners maintains a complete list of endorsements from telecommunication leaders.

The CTP requires the successful completion of one test that focuses on methods, concepts and best practices in the following areas:

• Data and internet protocol (IP) networking for convergent networks
• Voice and telephony services, functions, and technologies
• Convergence technologies

Certification Partners also offers the Convergent Network Technologies (CCNT) certification, which aims at professionals who sell and support convergence services, as well as the CIW certifications in networking and security, web technologies and design and development. Candidates interested in working in the field of convergence who do not yet possess the requisite experience are advised to first obtain the CCNT credential and then gain the required experience.

Certification Partners does not require recertification to maintain the CTP.

CTP facts and figures

dCAP: Digium Certified Asterisk Professional

Since its humble beginnings as an open source project in 1999, Asterisk has grown exponentially and become a well-recognized and respected framework for communication and conference servers, VoIP gateways and IP PBX systems. Asterisk can be found in more than 170 countries, powering more than 2 million servers worldwide. Per Digium (which maintains Asterisk in conjunction with the Asterisk community), Asterisk runs in most of the Fortune 1000 companies.

With such widespread popularity, it’s only natural that professionals with Asterisk skills are in demand. To meet industry needs, Digium offers several training courses (Asterisk Essentials, Fast Start and Advanced), as well as the Digium Certified Asterisk Professional (dCAP) and Digium Certified Asterisk Administrator (dCAA) certifications.

The dCAP targets experienced Asterisk professionals. Candidates are expected to possess real-world experience (typically a minimum of three to 24 months), in-depth knowledge of Linux (basic administration, manipulating files and modifying configuration files) and Asterisk experience (installation, Asterisk dial plan format and syntax, use of basic CLI commands and registration of VoIP devices). Other recommended skills include basic programming and scripting languages (Perl, Bash, C and/or C++, for example) and an understanding of VoIP protocols.

Candidates must pass a two-part exam, which consists of a written test and a practical lab test (in which you configure a PBX), to earn the credential. While there are no prerequisites, the Asterisk Advanced training course is highly recommended before attempting the exam.

Although the Digium website doesn’t specify recertification requirements, dCAP certification is granted for a “specific released, stable version of Asterisk.”

dCAP Facts and Figures

MCSE (Microsoft Certified Solutions Expert): Productivity

Microsoft rolled out several new MCSE certifications in 2016, including the MCSE: Productivity. Although this certification is geared toward enterprise-grade hybrid and cloud solutions for Microsoft Office, it allows candidates to specialize in any of several Microsoft technologies, including Skype for Business.

To obtain the MCSE: Productivity credential, candidates must first obtain the Microsoft Certified Solutions Associate (MCSA): Office 365, MCSA: Windows Server 2012 or MCSA Windows Server 2016 certification. Then, they must pass an elective test from an approved list. Currently, there are eight different exams to choose from. In addition, Microsoft recommends at least three years of experience.

The MCSE: Productivity credential doesn’t expire. However, credential holders are encouraged to re-earn the certification each year by passing another elective exam. Doing so indicates your desire to stay current on technologies and broaden your skillset, and you’ll post another entry to your certification transcript.

MSCE Productivity facts and figures

Beyond the top five: More VoIP and telephony certifications

The SIP School, a part of Vocale Ltd. in the U.K., offers a range of affordable, vendor-neutral VoIP and SIP certifications, including the SIP School VVoIP Professional (SSVVP). The SSVVP was on our top five list for the last few years but was replaced by the MCSE: Productivity in 2018, owing mainly to interest from employers.

The ZyXEL Certified Network Professional – VoIP (ZCNP VoIP) is another good certification, which is vendor-specific and therefore geared toward networking professionals who support ZyXEL products.

3CX offers a certification program for professionals who deploy, manage and support 3CX IP PBX systems. The 3CX credentials are offered in three tiers: basic, intermediate and advanced.

Lots of community colleges and universities offer network VoIP and telephony courses or certificate programs as well, such as Florida Community College, College of DuPage and Riverland Community College.

The need for today’s organizations to share information, along with proliferation of high-speed broadband, has driven the global unified communications (UC) market for the past decade, if not longer. UC streamlines communications so that geologically-dispersed employees can interact digitally as if they’re in the same office, even if they’re located thousands of miles apart.

Centralized administration also makes UC popular with IT managers because it reduces the time and effort needed to support and secure corporate communications of all kinds. Because of a need for specialized skills to make large-scale UC implementations run their best, top UC vendors offer certifications to buttress and boost workforce capability and quality.

Simply Hired lists $91,623 as the average salary for a UC engineer’s role, with highest salaries reported at $139,737. Glassdoor lists UC salaries as high as $166,000 for senior and UC engineer positions. UC engineer salaries declined slightly from previous years with the average down from $94,354 to $91,623 (a dip of just under three percent). While this dip could just represent normal market fluctuations, it is a trend worth watching because we also observed a slight salary decrease last year.

We dug into various job boards to see how many UC jobs are available, specifically targeting jobs that called out one or more of our top five certifications: Avaya ACSS, CCIE Collaboration, CCNP Collaboration, IBM Sametime and MCSE: Productivity.

Because new UC technologies continually come to market, UC offers interesting, high-demand job opportunities as companies seek to Boost communication and collaboration. However, UC is no easy career path. UC roles require knowledge of several IT areas and technical disciplines. As a result, earning UC certifications often requires multiple exams and credentials.

The following sections dig into the details for our top five certs, listed in order of sponsor name, not by any planned ranking.

ACSS: Avaya Certified Solution Specialist

For IT professionals supporting Avaya products, the ACSS is a must-have credential. The company updated its certification programs in late 2015 and currently offers two separate professional certification tracks:

Sales and Design – this track offers three credentials:

• Avaya Professional Sales Specialist (APSS)
• Avaya Certified Design Specialist (ACDS)
• Avaya Professional Design Specialist (APDS)

Services – this track is aligned with Avaya engagement solutions and products, so you’ll see two flavors for some of the certifications depending on which solution track (product or engagement solution) is targeted. Avaya currently offers the following Services credentials:

• Avaya Support Professional Specialist (ASPS)
• Avaya Implementation Professional Specialist (AIPS)
• ACSS: Avaya Certified Solution Specialist (ACSS) (engagement solution) and Avaya Certified Support Specialist (ACSS) (product)
• ACIS: Avaya Certified Integration Specialist (ACIS) (engagement solutions) and Avaya Certified Implementation Specialist (ACIS) (product)

The advanced-level ACSS cert targets more experienced Avaya practitioners both in support specialist and product specialist roles, covering 19 individual credentials. Candidates should possess technical skills sufficient to configure, install and administer Avaya products. Also, they should be well-versed in Avaya product maintenance, and in testing product implementations and troubleshooting issues. Successful candidates typically possess at least two years’ direct experience supporting Avaya products and four years working with the chosen Avaya technology. Each certification is valid for two years.

Requirements to obtain the ACSS certification depend on which credential one chooses to pursue. For information on prerequisite skills, curriculum maps, required training and the number of exams for individual credentials, visit Avaya’s credential program webpage. (Click the Services Credentials tab, then click on the ACSS button to view the full Catalog. Additional program information appears in the Avaya Professional Credential Program Overview.)

ACSS Facts and Figures

CCCIE Collaboration: Cisco Certified Internetwork Expert Collaboration

Cisco offers its CCIE Collaboration certification, which identifies expert skills in unified communications, video and telecom. Only the cream of the crop earns the CCIE, and CCIE Collaboration is no exception.

The expert-level CCIE Collaboration credential recognizes seasoned collaboration and UC architects, as well as voice and video network managers, who design, deploy and troubleshoot enterprise collaboration solutions that are moderately to highly complex. Although the certification requires no prerequisites or specific training, Cisco designed the CCIE Collaboration for individuals with true expertise and lots of relevant experience (three to five years, minimum) with UC solution integration, configuration and troubleshooting.

Like other CCIE certs, the certification has a written qualification test and a hands-on lab exam, both of which are rigorous and often take multiple attempts to pass. Cisco includes emerging technologies in its assessments. A great value-add available through the Cisco 360 Learning Program for CCIE Collaboration is remote access to an online environment that contains equipment to practice hands-on for the lab exam.

CCIE credential holders must recertify every two years or it will be suspended. It’s the responsibility of the credential holder to keep track of their individual recertification deadline. You can apply for a one-year extension to complete re-cert requirements, but if you miss that deadline, your certification is lost forever.

Recertification involves passing a single exam. Currently, acceptable recertification exams include any current CCIE written or lab exam, or a current CCDE written or practical exam. Credential holders may also recertify by passing the Cisco Certified Architect (CCAr) interview and board review. Alternatively, credential holders may recertify through participation in the Cisco Continuing Education Program (CEP). To recertify through the CEP, credential holders must earn 100 continuing education credits, pay a $300 administrative fee, and agree to CEP terms and conditions.

CCIE Collaboration Facts and Figures

CCNP Collaboration: Cisco Certified Network Professional Collaboration

The intermediate-level CCNP Collaboration recognizes network engineers who are well versed in Cisco Voice and UC devices and applications in enterprise networks.

Four exams are required to qualify for the CCNP Collaboration credential. A certified candidate designs, implements, configures, manages and troubleshoots Cisco UC applications, networks and devices. Candidates should have in-depth knowledge of all facets of unified networking, including gateways, IP phones, quality of service (QoS), voice, video and presence applications, and utilities for configuring Cisco routers and switches, in addition to one to three years’ experience with these technologies.

Training is recommended but not required. Cisco offers in-depth training courses, both in the classroom and online, for each exam. Depending on the training provider, classroom live and virtual classroom live courses cost approximately $3,795, while online self-paced courses start at about $1,100. Training courses typically last five days.

The CCNP Collaboration, like all Cisco professional-level certifications, requires recertification every three years. To recertify, you must pass one Cisco test before your cert’s expiration date. Acceptable exams include any current 642-XXX professional-level exam, any 300-XXX professional-level exam, any CCIE written exam, any CCDE written or practical exam, or passing the Cisco Certified Architect (CCAr) interview and board review.

CCNP Collaboration Facts and Figures

IBM Certified System Administrator: Sametime V9.0

The intermediate-level IBM Sametime administrator credential aims at systems administrators with existing skills and hands-on experience in IBM Sametime 9.0. Candidates must understand architectural considerations when running IBM Sametime within an IBM WebSphere environment. They must also demonstrate their knowledge of Sametime deployment and audio/video configuration within Sametime, along with management, troubleshooting, performance monitoring and optimization techniques.

The certification requires candidates to pass a 78-question multiple-choice exam, to be completed in no more than 105 minutes. IBM emphasizes the need for hands-on experience before tackling this exam, stating that “direct application of the skills learned cannot be substituted” with any of the self-study materials. The test measures a candidate’s knowledge of task performance rather than memorization of features and functions.

In addition to the Certified System Administrator credential, IBM also offers two related certifications:

• IBM Certified Associate – Sametime 9.0: This is an entry-level certification for professionals with knowledge regarding the use and administration of an IBM Sametime environment. Successful candidates should possess a basic understanding of UC concepts, databases, and IBM WebSphere and IBM Domino V9.0 environments.
• IBM Certified Advanced System Administrator – Sametime 9.0: This is an advanced professional-level credential for system administrators, application, infrastructure and solution architects. It requires an understanding of the WebSphere Application Server Network Deployment and Liberty Profile environments. Candidates must first obtain the Certified System Administrator credential and then pass an additional exam.

The IBM Certified System Administrator – IBM Lotus Sametime 8.5 credential is still available for those working in Lotus Sametime 8.5 environments.

While IBM certifications are evergreen and don’t expire, the same cannot be said for technology. Credential holders should plan to move up and recertify on new technology as it becomes available.

IBM Certified System Administrator – Sametime V9.0 Facts and Figures

MCSE (Microsoft Certified Solutions Expert): Productivity

The MCSE: Productivity certification targets professionals supporting enterprise-grade hybrid and cloud solutions for Microsoft Office. Key technologies include Microsoft Office 365, Microsoft Office, Exchange, Skype for Business and SharePoint.

To obtain the MCSE: Productivity credential, candidates must first obtain the Microsoft Certified Solutions Associate (MCSA): Office 365, MCSA: Windows Server 2012 or MCSA Windows Server 2016 certification. Then, they must pass one additional test from an approved list. Currently, there are eight different exams to choose from. In addition, Microsoft recommends three to four years of experience.

The Microsoft Certification Program underwent extensive changes in September 2016. Once you earn one of the latest MCSE credentials, you do not have to recertify within three years as was the case in the past. However, by passing an elective test each calendar year, you add an entry to your transcript that indicates your commitment to staying current on technologies and expanding your skillset.

MCSE: Productivity Facts and Figures

Beyond the top 5: more UC certifications

The UC certification landscape is not as crowded as the pool of general networking certs or the increasingly popular cloud and mobile credentials, but UC is on the rise nonetheless. In fact, traditional UC is increasingly offered through the cloud, forcing certifications to take on a new flavor to accommodate the latest technologies and techniques.

In addition to the top five certs covered in this article, many colleges and universities offer courses in unified communications or certificate programs aimed at workforce training. Note that most of those programs incorporate Cisco equipment and applications. Other programs are available, though. We conducted a simple Google search that revealed several interesting choices, including the Information Technology: Network Specialist Concentration at the Pennsylvania College of Technology.

Another consideration is Mitel Networks. Although the company doesn’t offer its own IT career certifications as of this writing, Gartner considers Mitel one of the leaders in the UC market, and the company name appears in job board searches for “unified communications” with great frequency. That means there’s an abundance of open positions that call for Mitel experience and/or knowledge. When evaluating UC certifications, and especially certificate programs through colleges or universities, consider if the required skills and knowledge might transfer to a job working with Mitel technology.

New York, New York--(Newsfile Corp. - February 3, 2023) - Faruqi & Faruqi, LLP, a leading national securities law firm, is investigating potential claims against Avaya Holdings Corp. ("Avaya" or the "Company") (NYSE: AVYA) and reminds investors of the March 6, 2023 deadline to seek the role of lead plaintiff in a federal securities class action that has been filed against the Company.

If you suffered losses exceeding $100,000 investing in Avaya stock or options between November 22, 2021 and November 29, 2022 and would like to discuss your legal rights, call Faruqi & Faruqi partner Josh Wilson directly at 877-247-4292 or 212-983-9330 (Ext. 1310). You may also click here for additional information: www.faruqilaw.com/AVYA.

RALEIGH-DURHAM, N.C., January 23, 2023--(BUSINESS WIRE)--Avaya (NYSE:AVYA), a global leader in solutions to enhance and simplify communications and collaboration, today announced it has been named as a Leader in the inaugural report: The Aragon Research Globe™ for Conversational AI in the Intelligent Contact Center (ICC) 2023 by Aragon Research, Inc.

According to the report¹, authored by Craig Kennedy, Sr. Director of Research at Aragon Research, the Avaya solution offers a "fully integrated technology stack including Unified Communication (UC), Contact Center (CC), and Workstream Collaboration (WSC), all extensible through Avaya Communications APIs and application library." The report also indicates Avaya’s conversational AI solution is designed as "omni-channel, supporting text, voice, and visual interfaces."

Conversational AI technology enhances the user experience in the form of intelligent virtual agents (IVA) or chat bots. These IVAs are now working alongside human agents as co-agents, enabling the human agents to easily resolve issues. IVAs are also available to users independently for their issue resolution through self-service access delivering a seamless and simplified, omnichannel customer experience.

Avaya’s workflow automation is an available solution for conversational AI. Its capabilities enable the creation of new virtual agents that can integrate Google, Nuance, and other conversational AI offerings into custom or pre-built solution virtual agents.

The conversational AI capabilities enabled by the Avaya Experience Platform differ from others by offering:

• Real-time voice-to-text transcription, biometrics, sentiment analysis, and guidance

• Low-latency live transcription

• End-to-end solution (no APIs required)

• Agent assist

• Extensive partner network and ecosystem

• Software consumption across private, public, and hybrid clouds

"Companies strive to make the customer experience personalized, effortless, and frictionless; the agent experience should be no different," said Ahmed Helmy, GVP of the Experience Platform Product Management, Avaya. "Conversational AI in the contact center can greatly enhance both the customer and agent experience. End customers want self-service access to address transactional needs quickly, but also want the flexibility to choose a human agent when a more complex issue arises. The Avaya Experience Platform can enable and augment agents to predict and react faster to real-time customer needs with the right level of access to information. Overall, this helps agents provide an upleveled experience by better contextually serving their customers and delivering an end-to-end omnichannel experience focused on the customer."

Story continues

According to Kennedy, while conversational AI technologies continue to advance, organizations should be apprised of the most updated capabilities available.

"The bar has been raised for customer experience in the contact center. Today’s consumers are routinely experiencing digital interactions with social media, ecommerce sites, virtual assistants, and other digital solutions that are seamless, intuitive, and easy to navigate, and they expect nothing less from their contact center interactions," said Sr. Director of Research, Craig Kennedy. "With a focus on intelligence and AI across its entire portfolio of offerings, Avaya is meeting these expectations by facilitating conversational AI powered customer journeys within its contact center over text, voice, and visual channels on the Avaya Experience Platform."

Avaya customer Mike Baker, VP of Enabling Technologies at C3i, a multi-channel customer engagement services provider, specializing in global, high-touch consumer, patient, and end-user management, said, "When we set out to find one solution technology partner, we really looked at it from the perspective of Avaya, the biggest contact center organization in the world. If we need help, in any country we can get Avaya support. That might not be the same, and it wasn't the same, for other vendors…At a time of rapid change, it’s our goal to be that resource our customers can rely on to meet the growing needs of their customers. It is critically important to us that we apply AI in a meaningful and intentional way, and Avaya allows us to do this…[A] use case that we used conversational intelligence for was around a major digital and print company. One of our customers was trying to gauge if people were impacted by COVID with job loss…And then further wanting to cancel a subscription, one of those subscriptions or possibly both. So, we would leverage the Avaya Conversational Intelligence listening if they were thinking of cancelling and then offer alternate solutions real time, because that's the benefit of Conversational Intelligence. It doesn't do anything if it's post-call, but since it's real time, we can make a difference."

The Aragon Research Globe is a market evaluation tool that graphically depicts Aragon Research’s evaluation of a specific market and its component vendors. Aragon Research examined 14 major providers in a market that focuses on all forms of collaboration and communication based on its three dimensions that enable comparative evaluation of the participants in a given market. "Leaders" are noted as having comprehensive strategies that align with industry direction and market demand, and perform effectively against those strategies.

Additional Resources

Aragon Research does not endorse vendors, or their products or services that are referenced in its research publications and does not advise users to select those vendors that are rated the highest. Aragon Research publications consist of the opinions of Aragon Research and Advisory Services organization and should not be construed as statements of fact. Aragon Research provides its research publications and the information contained in them "AS IS," without warranty of any kind.

About Avaya

Businesses are built by the experiences they provide, and every day millions of those experiences are delivered by Avaya Holdings Corp. (NYSE: AVYA). Avaya is shaping the future of customer experiences, with innovation and partnerships that deliver game-changing business benefits. Our communications solutions power immersive, personalized, and memorable customer experiences to help organizations achieve their strategic ambitions and desired outcomes. Together, we are committed to helping grow your business by delivering Experiences That Matter. Learn more at http://www.avaya.com.

Cautionary Note Regarding Forward-Looking Statements

This document contains certain "forward-looking statements." All statements other than statements of historical fact are "forward-looking" statements for purposes of the U.S. federal and state securities laws. These statements may be identified by the use of forward-looking terminology such as "anticipate," "believe," "continue," "could," "estimate," "expect," "intend," "may," "might," "our vision," "plan," "potential," "preliminary," "predict," "should," "will," or "would" or the negative thereof or other variations thereof or comparable terminology. The Company has based these forward-looking statements on its current expectations, assumptions, estimates and projections. While the Company believes 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 its control. The factors are discussed in the Company’s Annual Report on Form 10-K and subsequent quarterly reports on Form 10-Q filed with the Securities and Exchange Commission (the "SEC") available at www.sec.gov, and may cause the Company’s genuine results, performance or achievements to differ materially from any future results, performance or achievements expressed or implied by these forward-looking statements. The Company cautions you that the list of important factors included in the Company’s SEC filings may not contain all of the material factors that are important to you. In addition, in light of these risks and uncertainties, the matters referred to in the forward-looking statements contained in this press release may not in fact occur. The Company undertakes no obligation to publicly update or revise any forward-looking statement as a result of new information, future events or otherwise, except as otherwise required by law.

All trademarks identified by ®, TM, or SM are registered marks, trademarks, and service marks, respectively, of Avaya Inc. All other trademarks are the property of their respective owners.

Source: Avaya Newsroom

¹ Aragon Research. "The Aragon Research Globe™ for Conversational AI in the Intelligent Contact Center, 2023" by Craig Kennedy, January 17, 2023.

View source version on businesswire.com: https://www.businesswire.com/news/home/20230123005119/en/

Contacts

Alex Alias
alalias@avaya.com

The government of Singapore recognizes that Persons with Disabilities (PWDs) have historically suffered from substantially reduced prospects of securing and retaining employment and is actively encouraging employers to look for ways to utilize this very capable but often overlooked group. Silver Spring Pathfinder (SSP) is championing change on this front, seeing the strengths and skills that PWDs can bring to contact center operations and helping to drive interest in PWD hiring, which has increased 30% since 2020. 

The company quickly made a name for itself since launching in 2018, not only as a business process outsourcing (BPO) partner of choice for organizations worldwide but also as a social enterprise with a mission to create meaningful employment opportunities for PWDs. SSP also seeks to hire stay-at-home parents, a critically untapped group of job candidates.  

The company’s on-demand talent pool is exceptionally skilled, but there are certain requirements to ensure a positive employee (and thus, customer) experience: 

• SSP needed the functionality, reliability, and security of its existing on-premises contact center but with a work-from-home experience that’s undetectable from an in-office experience.  
• Omnichannel is non-negotiable for providing PWDs the support they need to work comfortably and efficiently (ex: speech-impaired agents can work exclusively as text-based agents).  
• As a leading BPO provider, SSP is always looking for ways to deliver more value to its enterprise customers and their end-customers. How can they make customer service faster, more effortless, and more personalized?  

A cloud-architected platform was the best way forward, but SSP didn’t want to spoil its existing contact center technology. Avaya Experience Platform allowed the company to innovate with omnichannel, virtual work capabilities, and so much more all while retaining its core service. 

Custom agent interfaces 

SSP’s admins can customize agent interfaces, down to the individual seat if needed, to ensure a customized employee experience. This can include, for example, the accessibility of only channels a PWD specializes in (ex: chat or email for a hearing-impaired agent), while the agent toolbar can include additional icons and apps installed by the admin. These custom interfaces promote inclusivity and increase productivity with a personalized user experience while positioning SSP as a destination place to work for disadvantaged Singaporeans.   

More ways for customers to engage 

Avaya Experience Platform allows SSP to reliably deliver advanced interaction capabilities outside of just traditional voice such as video, chat, or messaging. This also includes personalized self-service options on customers’ preferred channels 24/7, which gives agents a helping hand to take care of important non-customer-facing work.  

Seamless work-from-home 

One of the top reasons customers love Avaya Experience Platform is its support for remote work. Agents can be in the office or around the globe and get the same award-winning quality, functionality, reliability, and security they’d expect onsite. SSP’s virtual workforce has increased, and the company is fielding applications from hundreds more PWDs looking to make a living working from home.  

More capabilities through a single interaction platform 

Avaya Experience Platform opens the door to all sorts of new ways to work and engage. You can start using Artificial Intelligence (AI) to deliver more personalized customer service (i.e., smart routing, conversational AI, and real-time customer insights). Supervisors can empower agents to be their best with live monitoring and automatic scorecards. SSP now has all of this and more at its fingertips.    

SSP is a disruptor in the social enterprise space and Avaya enables them to strengthen their unique business model without any business disruption.  

“Avaya Experience Platform provides it all, and we’re still able to optimize our legacy system. We have the freedom to choose the technology we need when we need it. We’re innovating and improving in a practical way that works for our business,” said Tom Cheong, Founder and Managing Director, Silver Spring Pathfinder. 

Want innovation without disruption? Register to attend Avaya Engage 2023 this June to learn what Avaya Experience Platform can do for your business.  

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© 2023 Benzinga.com. Benzinga does not provide investment advice. All rights reserved.

© 2023 Benzinga.com. Benzinga does not provide investment advice. All rights reserved.

Think back to your last job interview. If it felt like the hiring manager was more focused on how you look, whether you smiled and your age and race than your qualifications for the job, you could be right.

Fairygodboss surveyed 500 hiring professionals (50.2% female and 49.8% male) in October and showed them photos of women of varying ages and races with different body shapes, hairstyles, demeanors and clothing. The hiring managers were asked to pick three adjectives to describe each woman from a list of 11 adjectives—professional, unprofessional, leadership material, confident, intelligent, friendly, reliable, cold, superficial, insecure and lazy.

“There is a perception that women are judged more harshly than men when it comes to appearances,” says Mary Pharris, director of business development and partnerships for FairyGodBoss. “We wanted to see if appearance was affecting hiring decisions.”

The only way to achieve parity in hiring practices is if applicants and managers are aware of these inherent biases and incorporate ways to overcome them, Pharris says. For instance, hiring managers need to ask themselves, if they’re not sure if someone is leader, is it because the candidate looks a certain way or because the candidate doesn’t have any leadership experience. Here are examples of four biases female job candidates frequently face, according to the report.

Weight

Only 15.6% of hiring managers said they would hire an overweight woman. In fact, 20% described an overweight candidate as lazy, 21% described her as unprofessional and only 18% said she had leadership potential. If you are overweight, be prepared to emphasize your work ethic, professionalism and leadership skills, the report recommends.

Demeanor

Age

Even though older women are often perceived to have positive traits and characteristics, hiring managers may still choose not to hire them, the report finds. Out of 15 candidates, survey respondents ranked the oldest looking candidates sixth for professionalism, third for leadership and first for reliability. Despite these high rankings, only 29.2% of respondents said they would hire the older candidate.

Race

Most hiring professionals preferred to hire women of their own race, the report finds. Among African American respondents, 67.7% listed the African American candidate as one of their top choices. Among Asians, 61.5% listed the Asian woman as the best candidate. These findings suggest that women of color have a better change of landing a job when someone of their own race interviews them, the report states.

Fairygodboss CEO and co-founder Georgene Huang is a Forbes contributor.