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Exam Code: 7495X Avaya Oceana Solution Integration learn January 2024 by Killexams.com team

7495X Avaya Oceana Solution Integration

Exam Details:
- Number of Questions: The Avaya Oceana Solution Integration exam (7495X) typically consists of around 60 to 70 multiple-choice questions. The exact number of questions may vary.

- Time: Candidates are usually given a specific time limit to complete the 7495X exam, which is typically around 90 to 120 minutes. It is important to manage time effectively to ensure all questions are answered within the allocated time.

Course Outline:
The Avaya Oceana Solution Integration exam is designed to test the knowledge and skills required to integrate and deploy Avaya Oceana, a customer engagement solution, in a variety of environments. While the specific course outline may vary, the exam generally covers the following key areas:

1. Avaya Oceana Integration Overview:
- Introduction to Avaya Oceana and its role in customer engagement
- Understanding the components and architecture of Avaya Oceana
- Overview of integration options with other Avaya solutions (e.g., Avaya Aura, Avaya Elite)

2. Avaya Oceana Solution Integration:
- Planning and preparing for the integration of Avaya Oceana
- Configuring and customizing Avaya Oceana components
- Integrating Avaya Oceana with other Avaya and third-party applications
- Testing and validating the Avaya Oceana integration

3. Avaya Oceana Deployment and Testing:
- Deploying Avaya Oceana in a production environment
- Testing and validating the functionality and performance of the integrated solution
- Troubleshooting common integration issues

4. Avaya Oceana Solution Maintenance and Support:
- Managing and maintaining the integrated Avaya Oceana solution
- Monitoring and optimizing performance
- Providing ongoing support to customers using Avaya Oceana

Exam Objectives:
The objectives of the 7495X exam typically include:
- Assessing the candidate's understanding of Avaya Oceana concepts, components, and architecture.
- Evaluating the candidate's knowledge and ability to integrate Avaya Oceana with other Avaya solutions and third-party applications.
- Testing the candidate's proficiency in deploying and testing Avaya Oceana in a production environment.
- Assessing the candidate's troubleshooting skills and ability to identify and resolve integration issues.
- Evaluating the candidate's understanding of Avaya Oceana solution maintenance and support processes.

Exam Syllabus:
The specific exam syllabus for the 7495X Avaya Oceana Solution Integration exam may vary, but it generally includes the following topics:

1. Avaya Oceana Integration Overview:
- Introduction to Avaya Oceana
- Components and architecture of Avaya Oceana
- Integration options with other Avaya solutions

2. Avaya Oceana Solution Integration:
- Integration planning and preparation
- Configuration and customization of Avaya Oceana
- Integration with other Avaya and third-party applications
- Testing and validation of the integrated solution

3. Avaya Oceana Deployment and Testing:
- Production deployment of Avaya Oceana
- Testing and validation of functionality and performance
- Troubleshooting integration issues

4. Avaya Oceana Solution Maintenance and Support:
- Management and maintenance of the integrated solution
- Performance monitoring and optimization
- Ongoing support for customers using Avaya Oceana
Avaya Oceana Solution Integration
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Avaya
7495X
Avaya Oceana Solution Integration
http://killexams.com/pass4sure/exam-detail/7495X
Question: 58
During the implementation of Ml Avaya Oceana® solution, what are throe signs of
successful Integration between Avaya Oceana® and Avaya AES? (Choose three.)
A. AES Status and Control shows TSAPI Services Is online and Unknown.
B. AES Status and Control shows the switch connection Is online and talking.
C. AES Status and Control shows IJMCC Service Sessions are established.
D. AES Status and Control shows TSAPI Service Is online and talking.
E. AES Status and Control shows CVLAN Service Sessions are established.
Answer: C, D, E
Question: 59
Which statement describes the "coverage to messaging" feature supported In Avaya
Oceana® 3.57
A. It Is a mailbox that can be associated with the agent, the skill or any other suitable
grouping.
B. Customers have the option to leave a voice message when a Required Resource does
not answer.
C. It Is a workflow option to route to the agent's voice mailbox to leave a voice message.
D. It Is a shared mailbox that can be associated with a set of agents; I.e., an agent group
Answer: A
Question: 60
Which component is responsible, for integrating Oceana® Workspaces with Oceana®
Core components?
A. Unified Collaboration Administration
B. Call Server Connector (CSC)
C. Unified Agent Controller (UAC)
D. Unified Collaboration Model (UCM)
Answer: B
Question: 61
Which component is the underlying application platform that hosts all of the deployed
snap-ins In a Avaya Oceana® solution?
A. Avaya Breeze'"
B. Avaya System Manager
C. Avaya Session Manager
D. Avaya Experience Portal
Answer: A
Question: 62
Which component exposed the APIs that allow other Avaya Oceana® components to
obtain notifications about all the Avaya Oceana® agents and work stales in the system?
A. Unified Agent Controller (UAC)
B. Unified Collaboration Administration (UCA)
C. Call Server Connector (CSC)
D. Unified Collaboration Model (UCM)
Answer: A
Question: 63
Which three are multimedia capabilities of an Avaya Oceana® solution? (Choose three.)
A. Scanned Documents
B. Social Media
C. Co-browse
D. PSTM Voice Calls
Answer: A, B, C
Question: 64
While logging In to Agent Workspaces, which two services are used by Avaya Oceana*
Workspaces tor authentication? (Choose two.)
A. Avaya Session Manager Service
B. Avaya Breeze Authorization Service
C. Avaya Communication Manager Authentication Service
D. LDAP Authentication Service
Answer: A, D
Question: 65
Which three Avaya Oceana® common components are required for processing all types
of Interactions (voice, email, chat, sms, etc.)? (Choose three.)
A. Omnlchannel Controller
B. Unified Collaboration Model (UCM)
C. Work Assignment (WA)
D. Customer Controller
E. Engagement Designer (ED)
Answer: B, D, E
Question: 66
Which three Avaya applications are requited for Avaya Oceana® routed multimedia
only deployments? (Choose three.)
A. Avaya Aura® System Manager (SMGR)
B. Avaya Aura® Communication Manager (CM)
C. Application Enablement Services (AES)
D. Avaya Control Manager (ACM)
E. Avaya Breeze™
Answer: A, B, E
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Avaya Integration learn - BingNews https://killexams.com/pass4sure/exam-detail/7495X Search results Avaya Integration learn - BingNews https://killexams.com/pass4sure/exam-detail/7495X https://killexams.com/exam_list/Avaya 10 Keys To The Avaya-Nortel Integration

Avaya closed its acquisition of Nortel's enterprise business on Dec. 18, and earlier this week confirmed the integrated product roadmap it will carry -- and use for Avaya and Nortel VARs -- going forward. Of note is the decision by Avaya to maintain Nortel's data portfolio -- a major addition to its practice that will help it even more effectively compete against Cisco. The blending of the channel also represents a change in Avaya's overall indirect business, and should help Avaya, as CEO Kevin Kennedy (left), suggested in October, reach 85 percent or more indirect sales within three years.

The combination of two legacy channels, however, means several changes and plenty of training. Here are the 10 things to know about the Avaya-Nortel road map, Avaya's channel ambitions, and what questions about its services, distributors and other market segments still remain.

If Avaya hadn't made clear its belief in the future of Session Initiation Protocol (SIP) architecture before, it certainly has now. Avaya began upgrading a lot of its IP telephony gear to better support SIP three years ago, and has only continued to do so since. Its migration path for Nortel environments, as well as many of its new product announcements, all have SIP taken into account.

Avaya Aura is Avaya's SIP-based virtualized UC platform, and will be Avaya's de facto method for deploying IP applications going forward. It was introduced in March 2009 at VoiceCon Orlando, made available in an SMB-targeted version in October 2009, and has enticed VARs wondering how Avaya will chart a course for future unified communications architecture while maintaining legacy Avaya, Nortel and other environments. It's migration Avaya's after, not rip-and-replace, and the company has stated emphatically that Aura will be the means to doing so.

"We believe it is equally important that in the future we do not require our customers to rip and replace their current products or even cap growth on their current products," said Dr. Alan Baratz, Avaya's senior vice president and president of Avaya Global Communications Solutions, on a Tuesday conference call for media and analysts.

Avaya Senior Vice President of Global Sales and Marketing and President, Field Operations, Todd Abbott confirmed earlier this week that 80 percent of Avaya's vice presidents joined the company within the last 18 months. That big number has been part of a sea change at Avaya that began when the company was taken private by a $8.2 billion private equity buyout in 2007, and continued with a long and continuing stretch of management changes.

Channel management, in particular, has shifted dramatically, and a number of new faces, including Abbott (May 2008), global channel chief Jeremy Butt (left), (June 2008), North American channel chief Carol Giles Neslund (October 2008), and senior director of channel strategy and development Eileen Corrigan (August 2009).

The roadmap sees Avaya planning to discontinue a handful of products. From Nortel, Avaya will end-of-sale the MCS 5100 media conferencing server, Nortel's SIP-based videoconference offering Nortel Multimedia Conferencing, and the Nortel dialer. Contrary to previous reports, Nortel will not be discontinuing anything in the CS1000 communications server or AS 5300 model applications server lines.

All products being discontinued will be sold for a full year and be serviced for six years, according to Avaya.

Avaya's Contact Center Express will coexist with Nortel's CC 7 -- both products target midmarket call center customers -- but a future version, dubbed CC 8, will be available within six months. That model, according to Avaya, will be an upgrade to CC 7 with elements of Contact Center Express integrated.

According to Abbott (left), Avaya will continue to expand services opportunities for VARs, but will move away from the third party maintenance style contracts favored by Nortel in the past. Avaya maintenance contracts will be able to be resold as partner-branded offerings and as direct Avaya maintenance agreements. The transition, said Abbott, will take place over a year and supply Nortel partners time to get up to speed.

"A lot of Nortel partners have a traditional TPM- [third party maintenance] based services go-to-market," Abbott said. "But as you move to the IP world, it becomes much more of a self-serve, 1-800-Tech-Support software and support model where on-site services are less of a requirement. That's part of the challenge for us. But our message to partners is that we're not going to be competing with them. We need to collectively go to work."

Avaya revised several of its services offerings last fall, including changes to its managed services, maintenance services and professional services approaches. New offerings include VARs' ability to offer private-labeled managed services for the first time.

Avaya has opted to preserve Nortel's data networking portfolio -- a new set of products, like the Nortel Ethernet Routing Switch 8600 (left), and a new focus for Avaya -- and it has also created a badge certification for that portfolio.

Having a data practice will allow Avaya to better compete with the likes of Cisco and continue to expand its channel presence -- so long as Avaya makes it a focus and not what one observer calls an "ugly stepchild" of the rest of Avaya's business.

"History will dictate whether it was a good choice," said Zeus Kerravala, senior vice president of enterprise research at The Yankee Group. "Don't forget, they have partnerships with current networking vendors like Juniper, HP and Brocade, and they might be putting those at risk. But there's strength in numbers battling Cisco. For Avaya, a communications-centric organization, can they let the data group go operate as its own group? There are a lot of things driving network upgrades right now beyond UC. Avaya might not reap all the rewards if they have too narrow a focus."

The next big question for the Avaya-Nortel channel is what Avaya will do about its distribution relationships: those distributors that carry Avaya already, and those distributors who don't have substantial Avaya practices but have long been important to the Nortel channel.

Avaya's Abbott told Channelweb.com that only Westcon Group -- which carries both Avaya and Nortel, and did so before the acquisition -- is a sure bet, and that Avaya will have a final distributor decision made by the end of March. Some observers are banking that Avaya will maintain all existing relationships, but for now, what Avaya will do about Ingram Micro, Tech Data and others -- not to mention ScanSource's Catalyst Telecom unit -- is to-be-determined.

"Ingram Micro and Tech Data have been supplying the lion's share of that [Nortel data] portfolio along with Westcon," said Stuart Chandler, president and CEO of Optivor, an Ellicott, Md.-based solution provider. "It would behoove Avaya to open it all up. Would they be spreading themselves too thin and being disloyal to their exisiting distributors? Not at all. Look at it this way: Many of these Nortel dealers have established credit lines and long-term relationships around Ingram Micro and Tech Data. Avaya is going to miss an opportunity if it doesn't [use those distributors] and learn a very painful lesson."

Abbott said existing service provider partners of Avaya's and Nortel's need not worry about the transition. It would help the combined company, he argued, because Nortel's service provider agreements were far further along than Avaya's -- a "key justification" for the deal.

"We're working with all of them pointedly throughout the process, and we're cautiously optimistic we're able to navigate through that," he said.

Abbott and Baratz briefly addressed other potential areas for the new combined Avaya-Nortel to expand its interests.

One was wireless, for which Abbott said Avaya would be phasing out Nortel's five-year-old OEM agreement with Trapeze Networks.

"We want to bring our own products to market going forward," Abbott said.

Tue, 19 Jan 2010 03:45:00 -0600 text/html https://www.crn.com/slide-shows/channel-programs/222301498/10-keys-to-the-avaya-nortel-integration
Partners To Avaya: Be Clear On Radvision Integration, Channel Sales Plans

Avaya and Radvision partners see positives in Avaya's planned $230 million acquisition of videoconferencing specialist Radvision, but are cautioning Avaya to make clear to partners right away how they expect those video products to be sold through channel partners.

Avaya confirmed the $230 million acquisition Thursday: a pickup that gives Avaya an in-house option for video endpoints and infrastructure to complement its unified communications dominance and be a fully integrated part of its Aura UC platform, instead of relying on third-party OEM or strategic video partnerships.

The deal bolsters Avaya's ability to compete with Cisco, Polycom and LifeSize Communications in the enterprise videoconferencing space -- even if it means dumping partner agreements with Polycom and LifeSize down the line.

It's a statement move by Avaya, most solution providers agreed, especially as Avaya heads for an initial public offering. And it's especially good for Radvision, which has struggled to recover from the loss of a lucrative OEM agreement with Cisco two years ago.

"Avaya had been dabbling in video and not really committed to it," said Mike Brandofino, executive vice president, video and communications for Tampa-based solution provider AVI-SPL. "They had the LifeSize OEM and the Polycom resell relationship, but to go head-to-head against Cisco and Polycom, if you don't have a complete solution that's yours, you're at a disadvantage. So it's good for Avaya. And for Radvision, they needed to find a home after they were used and then kicked to the curb by Cisco. It's a great technology and a great platform."

[Related: Where's The Puck Going In Enterprise Videoconferencing? ]

AVI-SPL, ranked No. 48 on CRN's 2011 VAR500 listing and one of the country's top video integrators, has been a Radvision partner for two years, and doesn't resell Avaya PBX products but has been brought in to support Avaya in deals where video integration work was required, Brandofino said.

When Cisco acquired Tandberg in 2010, it too readily opened up Tandberg video products to UC and data networking-focused Cisco partners that didn't have video backgrounds, Brandofino said, and also had a host of initial problems with distribution of the products.

The same thing could happen at Avaya, Brandofino warned.

"Cisco kind of messed up that distribution in the beginning by allowing folks who didn't really sell video to sell it," Brandofino said. "Avaya is a whole lot of audio and voice integrators that don't know know a lot about video. It will be interesting to see how they get those folks up to speed. I hope they set the bar for the people allowed to sell that technology high."

Brandofino urged Avaya not to ignore Radvision's channel partners and use the input of those partners to determine how it will certify partners to sell Radvision video.

"I'd much rather see us partnering with Avaya resellers," he said. "We don't sell your audio stuff, but if you have video opportunities, bring us in, and we'll do it, especially if it's a managed services component. It'll be a while before Avaya resellers are able to do that on their own, so Avaya should foster relationships with the prior [Radvision] reseller channel and make sure they keep that expertise."

Avaya needs to come up with a clear plan and communicate that as soon as possible to partners, VARs said.

"The key is Avaya's ability to integrate and get the playbooks and support structure out to the partners as soon as possible," said Ed Wadbrook, vice president, applications and collaborative solutions for Carousel Industries, an Exeter, R.I.-based solution provider and one of Avaya's top national partners.

Wadbrook said Radvision brings a number of strong products to Avaya's portfolio and would also be fit for Avaya's expanded efforts around DevConnect, Avaya's program for third party app developer partners. Radvision's holdings include BEEHD, a suite of voice and video developer tools.

"What they get is room systems, telepresence, Radvision's Scopia [line] -- which includes a pretty dynamic mobile client -- and a good development environment, which goes with what Avaya's been doing with DevConnect," said Wadbrook, a former director of Avaya's Aura product group and a longtime UC executive. "It's not dissimilar to what Cisco has done in terms of pulling together more of the video assets. What Radvision has is a scalable video coding (SVC) technology that offers a more advanced approach to videoconferencing and a more judicious use of bandwidth."

Next: Was Avaya's Move A 'Knee Jerk' Reaction?

Carousel is well positioned to expand its videoconferencing business behind Avaya's move, Wadbrook said. The solution provider also partners with Polycom and other video players like Vidyo, and has been building its video practice throughout the past two years, including via a 2011 acquisition of A/V integrator OmniPresence.

"Carousel has been doing this for many years and doing it with a multi-vendor approach," Wadbrook said. "We understand the specific needs of this space and can add it to the portfolio we already have, which is unique in the community of Avaya channel partners."

Wadbrook and several partners cited the breadth of Radvision's portfolio and its emphasis on mobile video through the Scopia Mobile application as attractive to partners wrestling with customers' BYOD challenges.

"It's a real positive in that it now allows Avaya the ability to provide customers with a suite of cost effective, easy-to-use, high definition video collaboration solutions to further build out the UC portfolio," said Richard Tarity, executive vice president, sales and marketing for Transcend United, a Wayne, Pa.-based solution provider. "With that ever demanding and ever-changing BYOD market, Radvision integration into the Avaya product line is a home run."

Other Avaya partners say they'll need Avaya to be as up front as possible about how Radvision will benefit its channel and how it intends for partners to sell its associated video wares.

"It seems like a knee-jerk reaction," said Stuart Chandler, president and CEO of Optivor Technologies, an Annapolis Junction, Md.-based solution provider and top Avaya data networking partner. "They want to get further into video because Cisco had its video play, and LifeSize went to Logitech."

Chandler said he hadn't seen communication from Avaya about Radvision channel plans and that partners would need a clearly-defined strategy soon.

"The big thing for me back in the Nortel days was that information got out, and everyone was clear about strategy, and you had calls with customers and the partner community was behind it, being told why it was going to work," Chandler said. "Avaya seems to be making a lot of moves because it needs to IPO and is trying to hit quarterly numbers. They're doing things that aren't clear and defy their channel strategy. People want to hear from Avaya that it's supportive of partners and that this is important for partners."

Next: Avaya Talks Partners, Radvision Particulars

Avaya acquired Radvision for its strong technology that's complementary to Avaya's unified communications portfolio and SIP architecture, for a strong engineering group and talent pool, to have a fully integrated video solution at Avaya and to bring video intellectual property in-house so it can innovate faster, said Hugh McCullen, Avaya senior director for business development and strategic alliances.

"Video isn't just a CIO conversation, it's an end-user conversation," McCullen said. "Whether it's H.R., or finance, or the sales organization, you often have different video and applications touch points that you have to force-fit together. They're begging for a native video solution. We can natively integrate this intellectual property into the Avaya portfolio and drive seamless interoperability to promote and support BYOD."

"The important thing to note is that these endpoints and infrastructure will interoperate with Avaya on day one," said Nick Francis, Avaya's vice president of sales and marketing, video collaboration. "We'll have a full solution to sell -- a solution that will be tightly interoperable with our UC products and our data networking products -- at the beginning."

Avaya expects the acquisition to close within 90 days, and the plan right now is to keep Radvision intact -- including engineers and executive team -- and run Radvision as a business unit of Avaya focused on videoconferencing. Targeted sales teams from the combined Avaya and Radvision sales staff will attack the market, Francis said.

"But we don't want to encumber a smaller company while it's being assimilated," he said.

Avaya will provide more details on channel integration as the acquisition closes, Francis said, but will be deliberate about how it offers the Radvision products to its channel as well as how it addresses Radvision's existing partners, including the handful of solution providers Radvision has in North America.

"We are not going to require Radvision partners to become Avaya partners," Francis said. "We'll invest in the partners Radvision has and add to them our own set of partners, but it's not going to be something where we place a whole lot of demands on those partners."

Radvision represents Avaya's biggest acquisition since it bought Nortel's former enterprise unit in 2009, though the scope of the product and channel integration isn't nearly as large. It has made several small acquisitions since then, but Radvision's video footprint gives it a substantial videoconferencing boost that partners want to make sure they're a key part of.

"Don't ignore the channel," AVI-SPL's Brandofino said. "I think Cisco and Polycom both learned the hard way that it can hurt sales when the partners aren't on board with what you're doing. Avaya can reach out to us and get our viewpoints on the good and bad of what happened with Cisco, and learn from those mistakes. Keep us in the loop."

Fri, 16 Mar 2012 10:24:00 -0500 text/html https://www.crn.com/news/networking/232602775/partners-to-avaya-be-clear-on-radvision-integration-channel-sales-plans
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Online learning is designed to expand your educational experiences independent of time, location and physical barriers. We understand the challenges facing students who wish to further their education while balancing family, work or other demands.  

Whether you choose to complete your core curriculum through eCore, take GA FinTech Academy courses through eMajor, or work towards a degree or certificate with UNG Online, courses can be accessed from home, work or anywhere you have an internet connection.

UNG offers the flexibility of quality online courses from the same accredited curricula as on-campus equivalents, providing unparalleled convenience and accessibility, making it easier than ever to earn your college degree.

Our faculty and staff care about student success and specialize in delivering engaging online instruction within an innovative learning environment.

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Richer customer experiences at your service

Ask IT leaders these days what their biggest challenges are for 2024 and it’s likely that improving customer experience will be a key objective. And even though this is nothing new – in fact, it has been going on over the past decade, accelerated by the pandemic and significant global macroeconomic developments, businesses across industries have intensified their efforts to deliver high-quality customer experience (CX).

And while making predictions is generally a mug’s game, it’s fairly certain you will see over the course of 2024 a shift in the industry for firms to expand their focus beyond the conventional CX parameters to enhance customers’ overall perception of their firm at every touchpoint, many of which are now digital. You are also going to see further integration of traditional collaboration, communications and contact centre technologies into services that can not only drive collaboration across your business functions, but also drive benefit within the operations of your company by being fully focused on your customers.

The IT industry is increasingly getting the bigger picture on this. Businesses are rapidly seeing that CX and employee experience (EX) can be crucial differentiators and key drivers of their performance. Industry leaders are working to the principle that successful brands will need to differentiate themselves on customer experience and not necessarily on the traditional pillars of product, price and availability. That is to say, how does a brand make you feel and how is it delivered in a fully omni-channel business environment.

These sentiments are also being recognised at board level. A study from NTT – the IT infrastructure and services company’s 2023 Global customer experience report – observed that CX remains a top C-suite priority, with 95% of organisations now having a named C-suite executive responsible for this business area while EX has risen in importance to become a top-three priority for CEOs.

NTT also found that CX has now been proven to foster long-term customer trust and loyalty while having a measurable effect on the bottom line, so it has become a priority for C-suite executives and therefore garnered investment in technologies that support the organisation’s CX strategy at every touchpoint, in both the contact centre and the broader business.

Some 92% of CEOs interviewed for the report saw CX improvements as potentially being able to directly impact their net profit, with EX up 91%. This has elevated CX to board and C-suite level, with 95% of organisations now having a specific C-suite executive responsible for CX, up from 75% in 2021. Yet NTT cautioned that there was clear room for improvement, as over 80% of organisations agree that CX and EX are currently a weak link for them, leading to a negative impact on their business.

Additionally, it showed that once organisations want to strengthen their CX, they consider enhancements that include developing an EX strategy that incorporates technology and goes beyond staff well-being, moving to cloud-based CX and EX platforms, and deploying AI and machine learning. The latter two are really where a lot of action has recently been and will be in future.

Generative CX

In October 2023, comms and customer experience technology provider Avaya launched its Generative CX concept, what it said was a pitch to set a new standard for AI-based use cases spanning agent experience to customer satisfaction to operations. The move sees generative AI technology and capabilities integrated in the core Avaya Experience Platform (AXP) to help CX practitioners implement workflows and gain actionable insights.

As it explained the rationale for its move, Avaya said its customers were looking to bring AI, on a large scale, into their contact centres, and in a way that brings AI to the core of their CX transformation. Yet it also said that until now, AI in the contact centre has typically been at the front end, usually answering routine questions from customers in the form of intelligent virtual assistants. The launch was aimed at demonstrating how AI can also be extended to the heart of contact centres, creating workflows, reports and helping agents better serve customers.

Explaining why AI is essential in the days of the experience-focused business, chief product officer Omar Javaid says: “Generative AI, specifically large language models, is an early field – there’s a lot of interest in it. There are a number of different technology vectors – broadband cost, speed, processor, power storage – converged.

“It’s become real now. Our customers are at the nexus of a lot of human interaction,” he says. “We have very, very large customers, such as airlines, and they may have thousands of contact centre agents. Just think about how they’ve done that business for decades. You have all of this customer data. You have call detail records (CDRs); you have real voice recordings. Then you also have patterns of how those users behave. Whether they came to you via a website via chat, via a phone call and all this kind of stuff.

“You can actually build these really interesting [models] and then you can incorporate all of the internal knowledge management of a company,” says Javaid. “And the net benefit of it is that the technology is here so you can create interesting experiences and products using these large language models. Let’s say you’re an airline and you have 20,000 contact centre agents, and you’ve had that call centre for 20 years and it works really well, but now you want your customers to be able to communicate with you on WhatsApp, on WeChat, all these different sorts of things, and maybe you want to do an AI bot.”

Smooth transition

One thing Javaid was eager to stress was that such a transition, necessary as it is, should not have to entail wholesale changes for companies, especially having to rip out and replace existing contact centre infrastructure and transition to new products to get all of the new benefits to do all these new things. He argues that you should be able to plug in capabilities such as chat, app integration, AI bots and advanced analytics into existing on-premise infrastructure and innovate around it.

Zoom is another company that is making a huge investment in AI to develop systems intended to elevate customer experiences. Indeed, the collaboration and communications company regards AI as key to driving the firm to new levels in 2024 with its new GenAI technology to be the cornerstone of hybrid workspace, where it said technology aligns with real user needs.

“Expectations have really changed for how our customers engage with their customers,” says Zoom chief product officer Smita Hashim, speaking with Computer Weekly in November 2023. “We had a webinar product from the early days, and we have been expanding into hybrid events. We have our contact centre, which has been growing really nicely, again built very much with hybrid in mind. It’s a full suite with a virtual agent, and it has workforce engagement management scheduling and quality management.”

Hashim believes Zoom is taking a unique approach in how it’s implementing a GenAI assistant. “Some of the folks in the market have gone with one very large foundational model, most notably Open AI, but for us, what we take is a federated approach. Early on, this is a very dynamic space, and you don’t need to use really large models for all use cases.”

One thing about these use cases is that they will be supporting totally personalised experiences, based on an AI model that is engaged and intercepting every step of the customer journey, enabling you to predict and understand patterns of behaviour and even create new business contexts that your company could benefit from.

Adopting a customer experience-focused approach could result in direct revenue gains through the new role of chief experience officer. Already, tech firms are seeing the synergies between revenue and customer experiences and giving the same person responsibility for both.

One leading tech firm is taking this approach to drive a customer-centric focus across all operational functions of her company, being in charge of sales while representing the voice of the customer to arrive at a customer-driven culture through ensuring ease of doing business, and reducing and eliminating friction.

The tech company says the starting position is showing up with a point of view and understanding your business. Are there new revenue streams that you want to create for your business? This then translates to customer conversations. It believes that if you’re the voice of the customer in your firm, you’ll know your customer’s business and discover where they are today and where they want to go.

This means the contact centre is now transforming into an experience centre where your customers are reaching out to you in many different ways. It’s not just voice. It’s not just email. It’s not just social or video. It’s all a digital experience. That’s what will keep your customers. It’s not just the technology. You deliver a customer experience in a way that builds loyalty and then impacts revenue positively. And that changes the whole concept of customer culture from transactional-based relationships to personal experiences.

Wed, 03 Jan 2024 17:30:00 -0600 en text/html https://www.computerweekly.com/feature/Richer-customer-experiences-at-your-service Pointful Education's Digital Learning With Seamless System Integration

(MENAFN- EIN Presswire)

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Seamless System Integration With Pointful Education.

LEHI, UT, US, December 15, 2023 /EINPresswire / -- Pointful Education's Digital Learning With Seamless System Integration

Pointful Education, a virtual learning resource, is proud to announce a groundbreaking advancement in their suite of services – System Integration. This innovative solution is designed to connect school software and applications, ensuring a seamless and reliable learning experience for educators and students alike.

In today's fast-paced educational landscape, where technology plays a pivotal role, the need for cohesive and glitch-free systems is more critical than ever. Recognizing this, Pointful Education has developed a cutting-edge System Integration feature that promises to streamline the learning management process for schools and institutions.

What Is System Integration?
System integration, as defined by Pointful Education, is the art and science of connecting a school's software and applications to achieve flawless and consistent results. The primary goal is to eliminate concerns about glitches or inconsistencies in the Learning Management System (LMS), allowing educators and students to focus on the essence of education – learning material and preparing for exams.

Key Features of Pointful Education's System Integration:

Seamless Connectivity: Pointful Education ensures that all components of your school's digital infrastructure work harmoniously, promoting a seamless flow of information and resources.

Reliability: Say goodbye to system glitches. Pointful Education's System Integration is meticulously designed to provide a reliable and consistent user experience, minimizing disruptions in the learning process.

Enhanced Learning Management: The System Integration feature enhances your LMS, offering educators and students access to flawless programs. This optimization fosters an environment conducive to educational and professional success.

User-Friendly Interface: Pointful Education prioritizes user experience, making the integrated systems easy to navigate for both educators and students. This ensures a smooth transition to a more efficient digital learning environment.

With System Integration as a pivotal component of Pointful Education's digital education services, schools can elevate their online learning experience, fostering an environment that nurtures both educational and professional success.

For further information about Pointful Education and its System Integration feature, please visit .

About Pointful Education:
Pointful Education is a leading provider of blended learning solutions, dedicated to enhancing the learning experience for educators and students. With a commitment to innovation and excellence, Pointful Education delivers cutting-edge services that empower schools to navigate the complexities of modern education.

Media Contact:
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Fri, 15 Dec 2023 03:47:00 -0600 Date text/html https://menafn.com/1107605454/Pointful-Educations-Digital-Learning-With-Seamless-System-Integration
WebCampus grade integration with MyNEVADA

MyNEVADA offers instructors the ability to upload grades from WebCampus. This feature can make posting final grades in MyNEVADA easier and faster. The final grades are those that you see under the Total column in the gradebook of your WebCampus course. Before uploading your grades, follow the steps below to prepare your WebCampus course.

Enable the grading scheme in WebCampus

Click Settings on your course menu, scroll down to Grading Scheme and check the box for “Enable course grading scheme.”

WebCampus settings page showing “Language,” “File Storage,” “Large Course,” “Grading Scheme” and “License” sections and associated options for each. Next to the “Grading Scheme” section, the option for “Enable course grading scheme” has been highlighted
[Figure 1] Screenshot of WebCampus settings page showing “Language,” “File Storage,” “Large Course,” “Grading Scheme” and “License” sections and associated options for each. Next to the “Grading Scheme” section, the option for “Enable course grading scheme” has been highlighted.

Click the set grading scheme link under the “Grading Scheme” section.

The View/Edit Grading Scheme window will open, containing the system default grading scheme. If the default grade scheme matches yours, click the Done buttonto confirm the settings. Otherwise, click the Edit Grading Scheme button, which looks like a pencil, at the top right to make your changes.

WebCampus “View/Edit Grading Scheme” window. The default includes a grade “Name” column and associated grade ranges. An arrow points to the Edit Grading Scheme button
[Figure 2] Screenshot of the WebCampus “View/Edit Grading Scheme” window. The default includes a grade “Name” column and associated grade ranges. An arrow points to the Edit Grading Scheme button.

The Name and Range options will activate, allowing you to update your grading scheme. You can enter a new Scheme Name, adjust Grade Names (e.g., “A,” “B,” etc.) and change the grade ranges in the “Range” fields. After making adjustments, click Save.

Note that you can only use one grading scheme per course; if you have S/U grades for some students, you will have to manually change them in MyNEVADA. 

WebCampus “View/Edit Grading Scheme” window where users can enter a new Scheme Name, edit the grade names in the “Name” column and change the corresponding grade range in the “Range Column.” Clicking on a “Delete Row” icon will delete its corresponding row. “Cancel” and “Save” buttons at the bottom allow users to exit the grade scheme editor or save and move forward
[Figure 3] Screenshot of the WebCampus “View/Edit Grading Scheme” window where users can enter a new Scheme Name, edit the grade names in the “Name” column and change the corresponding grade range in the “Range Column.” Clicking on a “Delete Row” icon will delete its corresponding row. “Cancel” and “Save” buttons at the bottom allow users to exit the grade scheme editor or save and move forward.

Click Done and you will be returned to “Course Details.” Don’t forget to click Update Course Details at the bottom of the page to save the changes.

"Update Course Details" button users should click after making updates to the grade scheme in WebCampus
[Figure 4] Screenshot of the “Update Course Details” button users should click after making updates to the grade scheme in WebCampus.

The grading scheme is now enabled and you will see the letter grades appear in the Total column of the gradebook.

Assign 0s to missing assignments

MyNEVADA pulls the total student course grade and not the current grade, which is what’s shown in the Total column. The calculated grade in the Total column excludes missing assignments with no grade. We recommend you enter a “0” for those without submissions, rather than leaving them blank. This will display an accurate grade to both you and your students.

If you haven’t already assigned 0s to missing work, hover over the column name, click the Column header menu and select Set Default Grade.

Gradebook column with the menu activated and Set Default Grade highlighted
[Figure 5] Screenshot of a Gradebook column with the menu activated and Set Default Grade highlighted.

Enter a 0 in the field, click Set Default Grade and click OK on the window that opens. Repeat this step for all assignment columns.

Uploading WebCampus grades into MyNEVADA

Once you have enabled your grading scheme and entered 0s for missing work, you are ready to upload the grades to MyNEVADA. Below, review step-by-step instructions on how to complete the grade upload to your final grade roster in MyNEVADA.

Access the Grade Roster in MyNEVADA

To do this, sign in to MyNEVADA and click on the “Grade Roster” tile/link from your Instructor Homepage.

Grade Roster tile found on the Instructor Homepage in MyNEVADA
[Figure 6] Screenshot of the Grade Roster tile found on the Instructor Homepage in MyNEVADA.

Authorize to WebCampus

You should now see an “authorize to webcampus” button within the Grade Roster Action box in the Grade Roster. Click the authorize to webcampus button.

Grade Roster Action box in the Grade Roster section of MyNEVADA. Users may toggle options in a drop-down menu for “Approval Status” and click the authorize to webcampus button
[Figure 7] Screenshot of the Grade Roster Action box in the Grade Roster section of MyNEVADA. Users may toggle options in a drop-down menu for “Approval Status” and click the authorize to webcampus button.

You will then be redirected to the WebCampus log-in page. Log in to WebCampus using your NetID and password. The MyNevada/Canvas Grade Integration screen will be displayed. Click the Authorize button on the right-hand side of the screen.

MyNevada/Canvas Grade Integration screen in WebCampus. The text displayed reads “MyNevada/Canvas Grade Integration is requesting access to your account.” An Authorize button is highlighted to show users where to click to authorize the MyNevada/Canvas integration
[Figure 8] Screenshot of the MyNevada/Canvas Grade Integration screen in WebCampus. The text displayed reads “MyNevada/Canvas Grade Integration is requesting access to your account.” An Authorize button is highlighted to show users where to click to authorize the MyNevada/Canvas integration.

Once you have you Authorized you will be redirected to MyNEVADA and an Authorization successful message will be displayed, click OK.

authorization message in MyNEVADA after users authorize the MyNEVADA/Canvas integration. The Message window includes the message “Authorization successful. Please click on the Load Grades from WebCampus button to load the Grades (2052,7).” The OK button is highlighted where users click to finalize authorization
[Figure 9] Screenshot of the authorization message in MyNEVADA after users authorize the MyNEVADA/Canvas integration. The Message window includes the message “Authorization successful. Please click on the Load Grades from WebCampus button to load the Grades (2052,7).” The OK button is highlighted where users click to finalize authorization.

Upload WebCampus grades into MyNEVADA

You are now able to upload WebCampus grades into MyNEVADA. To use this feature, navigate back to the Grade Roster within MyNEVADA, choose the roster you wish to post final grades for and click Load grades from webcampus within the Grade Roster Action box.

Grade Roster Action box in MyNEVADA. Users can toggle the drop-down menu options for Approval Status and click Load grades from WebCampus to load their grades
[Figure 10] Screenshot of the Grade Roster Action box in MyNEVADA. Users can toggle the drop-down menu options for Approval Status and click Load grades from WebCampus to load their grades.

Once grades have been uploaded, they will auto populate into your grade roster within MyNEVADA. Any F’s issued will need to have attendance information updated in the “Attendance” column. If the student “Partially Attended,” the last date of attendance will also need to be entered in the “Last Date of Attendance” column.

course roster in MyNEVADA with columns for student ID, Roster Grade, Official Grade, Grading Basis, Program and Plan, Level, Attendance and Last Date of Attendance. The Attendance drop-down menu is activated for one student, showing users where to select the attendance information for students that receive an “F” in the Roster Grade column
[Figure 11] Screenshot of the course roster in MyNEVADA with columns for student ID, Roster Grade, Official Grade, Grading Basis, Program and Plan, Level, Attendance and Last Date of Attendance. The Attendance drop-down menu is activated for one student, showing users where to select the attendance information for students that receive an “F” in the Roster Grade column.

If a student added the course late or is listed on the Grade Roster but does not have a grade in WebCampus, you will receive an error message before being able to move the Grade Roster to approved and post. Click the OK button and manually enter the grades for any that may be missing.

If any of the students on the grade roster have changed their grading basis from Letter Grades to Satisfactory/Unsatisfactory, those grades will not be converted in the upload. You will need to manually select either S or U on the final grade roster, if left blank an error message will be displayed when you attempt to post the roster. If the student has changed their grading basis to Audit, they will automatically be assigned an “AD” grade.

[Figure 12] Screenshot of the course roster in MyNEVADA with columns for student indentification (removed for student protection), "Roster Grade" with drop-down menu with grade names, "Official Grade," "Grading Basis," "Program and Plan," and "Level." A red box highlights the "Official Grade" with an "AD" and "Grading Basis of "AUD" in one row and a blank "Official Grade" and "SUS" in "Grading Basis." 
[Figure 12] Screenshot of the course roster in MyNEVADA with columns for student ID, Roster Grade, Official Grade, Grading Basis, Program and Plan and Level. An Official Grade of “AD,” and a Grading Basis of “AUD” and of “SUS” is highlighted.

Once all grades have been reviewed, select Approved from the Approval Status drop-down menu under the Grade Roster Action box.

Grade Roster Action box in MyNEVADA with the Approval Status drop-down menu activated, with “Approved” highlighted. A Save button is next to the drop-down menu
[Figure 13] Screenshot of the Grade Roster Action box in MyNEVADA with the Approval Status drop-down menu activated, with “Approved” highlighted. A Save button is next to the drop-down menu.

Once the roster status has been Approved, click the Post button to post all grades officially on the roster.

Post option in the Grade Roster in MyNEVADA with additional buttons, including Select All, Clear All, Notify Selected Students, Notify all Students and Save. The Post button is highlighted, where users can click to post their grades officially on the roster
[Figure 14] Screenshot of the Post option in the Grade Roster in MyNEVADA with additional buttons, including Select All, Clear All, Notify Selected Students, Notify all Students and Save. The Post button is highlighted, where users can click to post their grades officially on the roster. 

If you experience issues accessing MyNEVADA or your Grade Roster, please contact Admissions and Records (775) 784-4700 opt. 2 or email mynevada@unr.edu. If you experience issues with preparing your gradebook within WebCampus please contact the Office of Digital Learning office or email webcampus@unr.edu.

Wed, 28 Jun 2023 14:02:00 -0500 en-us text/html https://www.unr.edu/digital-learning/tools-and-technologies/webcampus/grade-integration-with-mynevada
Integration of Faith & Learning

How we integrate faith into the French classroom

Believing that Christians are created in God’s image and are redeemed children of God, the faculty of our department acknowledge the responsibilities of Christians to serve God and others in every aspect of life. In occupying an important place in the created world, language has long been a special instrument for achieving God’s purposes, from the dispersal of earth’s inhabitants at Babel to the outpouring of blessing at Pentecost. In recognizing, therefore, the multilingual and multicultural dimensions of life as part of God’s creation, we affirm our commitment to exploring those dimensions so that we may be more effective agents of service and blessing.

The foreign language class is one vehicle by which you can develop appreciation for the richness of other cultures, the intricacies of verbal and written communication, and, by contrast, the peculiarities of our own culture and language system. For the department faculty members, integrating faith and learning implies a faithful effort to help you develop such appreciation. Furthermore, we believe that the classroom atmosphere should reflect values held by Christians: the dignity of each student, the obligation to view our peers as image bearers of God and the responsibility to affirm each other in the spirit of community. Finally, the classroom should provide a context in which the Christian faith can be expressed openly through Scripture reading, prayers, songs, etc.

Integrating what we learn with what we believe is a task for both teacher and student. The teacher should serve as facilitator, while each student must work individually to internalize the integration.

Fri, 02 Oct 2020 09:28:00 -0500 en text/html https://calvin.edu/academics/departments-programs/french/about-us/faith-learning/
Hosted PBX Market worth $24.9 billion by 2028 - Exclusive Report by MarketsandMarkets™ No result found, try new keyword!The Hosted PBX Market is estimated at USD 11.5 billion in 2023 to USD 24.9 billion by 2028, at a Compound Annual Growth Rate (CAGR) of 16.8%, according to a new report by MarketsandMarkets™. The ... Mon, 18 Dec 2023 02:59:00 -0600 en-US text/html https://www.tmcnet.com/usubmit/2023/12/18/9935781.htm How to Integrate Experiential Learning Into Your Course

As faculty plan for experiential learning in a course, there is much to consider since this approach is quite different from what is involved in preparing traditional academic lectures. Experiential learning requires that faculty supply students more responsibility and authority over their learning. Therefore, faculty must be planful in their approach to facilitate a meaningful learning experience for students to lead a process of helping learners identify the knowledge they require, acquire skills in the process of learning, and reflect on the experience (Moon, 2004). In addition, faculty must also consider the dynamic context of either field-based learning (e.g., internships, service learning and practicums), or classroom learning via case studies, role plays, presentations, and other activities (Lewis & Williams, 1994).

Regardless of the setting, conceptual frameworks are helpful tools to guide the inclusion of experiential learning within a course. For example, Beard and Wilson (2013) proposed "the learning combination lock," which describes how the internal environment of the learner, including their emotions, reasoning and intelligence, and their ability to learn and change, interacts with the external learning environment through their senses. Furthermore, faculty should be mindful of philosophical considerations while the learner is actively engaged in the process by belonging, doing, sensing, feeling, thinking, and being (Beard and Wilson, 2013, p. 7). Beard and Wilson (2013) lay out six practical considerations for designing experiential learning activities below.

Practical Considerations for Learning and Development

  1. Where? Where and with whom does the learning take place?
  2. What? What will the learners actually do?
  3. How? How will learners receive the experience through their senses?
  4. Hearts? How will the emotional self of the learner be engaged?
  5. Minds? What do learners need to know?
  6. Change? How can learners be encouraged to change?

Getting Started with Planning

In a summary of the literature on experiential learning, Schwartz (2012, p. 3-4) provided several steps for faculty as they begin the planning process, below:

  1. Analyzing your learner population and determining their needs. Going beyond their current level of content mastery, the faculty member should consider the cultural background of the learners, their current level of experience with coursework at the undergraduate or graduate level, and their maturity level (Cantor, 1995).
  2. Identify appropriate activities for your learner population and course content. Faculty must think about what aspects of course content experiential learning could enhance, and link the activity with course objectives in a way that complements the overall curriculum (Cantor, 1995).
  3. Identify potential issues when integrating experiential learning. Field-based experiential learning activities, in particular, require developing partnerships with the community and dealing with liability issues (Cantor, 1995).

Designing Experiential Learning Activities

The following are directly quoted from Schwartz, 2012, p. 4.

  1. Decide which parts of your course can be instructed more effectively with experiential learning.
  2. Think about how any potential activities match the course learning objectives.
  3. Think about how the potential activity complements the overall course of study.
  4. Think about the grading criteria and evaluation method that would match the proposed activity (Cantor, 1995, p. 82).

Instead of approaching experiential learning as material to be remembered, Wurdinger (2005) proposed that faculty should use a problem-solving approach or start with a question with more than one potential answer possible. Effective experiential learning necessitates that the instructor clearly defined group work agreements, activity learning goals, and big-picture relevance (Chapman, McPhee, & Proudman, 1995). In addition to primary experiential learning experiences, it is important to have opportunities for reflecting on direct experiences.

As a guide for holistically integrating experiential learning in a course, Wurdinger (2005, p. 63) recommended the following:

  1. Use a major project or field experience to guide learning over the entire course.
  2. Use a combination of projects, classroom activities, and external experiences.
  3. Tie everything together.
  4. Ensure activities are challenging, yet manageable.
  5. Provide clear expectations for students.
  6. Allow the students necessary time to identify, clarify, and keep focused on their problem.
  7. Allow students to change direction midstream.

For more information on designing, running, and assessing experiential learning activities, please review the Schwartz (2012) article titled, "Best Practices in Experiential Learning" and Beard and Wilson's (2013) book titled, "Experiential Learning: A Handbook for Education, Training, and Coaching."

Sat, 19 Sep 2020 08:17:00 -0500 en-US text/html https://miamioh.edu/cte/flc-resources/experiential-learning/el-integration/index.html
Online Learning at UNG Online Learning at UNG

Online learning is designed to expand your educational experiences independent of time, location and physical barriers. We understand the challenges facing students who wish to further their education while balancing family, work or other demands.  

Whether you choose to complete your core curriculum through eCore, take GA FinTech Academy courses through eMajor, or work towards a degree or certificate with UNG Online, courses can be accessed from home, work or anywhere you have an internet connection.

UNG offers the flexibility of quality online courses from the same accredited curricula as on-campus equivalents, providing unparalleled convenience and accessibility, making it easier than ever to earn your college degree.

Our faculty and staff care about student success and specialize in delivering engaging online instruction within an innovative learning environment.

Online Learning at UNG Explore Online Programs

Email Phone Location
Distance Education & Technology Integration (DETI) deti@ung.edu 706-867-2520 Library Technology Center, Third Floor
82 College Circle
Dahlonega, GA 30597
UNG Faculty Support deti@ung.edu 706-867-2522
UNG | Online ungonline@ung.edu 678-717-2385
eCore ecore@ung.edu  706-867-4474
eMajor (FinTech)  emajor@ung.edu  706-867-2518

Establishing Connection...

Sun, 16 Aug 2020 09:23:00 -0500 en text/html https://ung.edu/online-learning/index.php




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