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Killexams : Avaya Solution study help - BingNews https://killexams.com/pass4sure/exam-detail/7693X Search results Killexams : Avaya Solution study help - BingNews https://killexams.com/pass4sure/exam-detail/7693X https://killexams.com/exam_list/Avaya Killexams : Avaya showcases ‘Metaverse Experience’ solution for contact centers

Avaya showcases ‘Metaverse Experience’ solution for contact centers
Dubai: US-based communications service provider Avaya has showcased ‘Metaverse Experience’ solution for customer contact centers.

“The solution illustrates how organizations can extend their contact centers into the metaverse, leveraging advanced innovations without impacting their existing contact center investment,” Nidal Abou-Ltaif, President, Avaya International said.

It demonstrates a use case for opening a business in the UAE within the metaverse and receiving seamless customer support from a contact center agent at every step of the journey. This kind of innovation without disruption will help businesses, he said.

The solution will be taken to the Indian market as well, depending on the customer’s demand, he said.

The solution is developed by Avaya’s Dubai-based team in collaboration with Avanza. The ‘Metaverse Experience’ solution will support Dubai's ambition to be one of the top 10 global cities for the metaverse economy. The Metaverse Experience solution was demonstrated at GITEX Global in Dubai.


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Sun, 16 Oct 2022 04:40:00 -0500 en text/html https://telecom.economictimes.indiatimes.com/news/avaya-showcases-metaverse-experience-solution-for-contact-centers/94837751
Killexams : Avaya, Startek partner to offer customer experience solutions for global businesses

Avaya, a provider of cloud communication and workstream collaboration solutions, has signed an agreement with Startek, a customer experience (CX) solutions provider.

As part of the MoU, Startek will explore hosting a range of Avaya OneCloud portfolio solutions. This will be with the intent of making them available to businesses in a compelling package that includes contact centre agents and institutional expertise in customer experience.

A subscription-based pricing model will be used to provide access to the solution, which will allow organisations to purchase the capacity, services, and people they need as and when they need them, without having to pay large upfront costs for such services.

The agreement will aim to create a packaged solution of both technology and services that can be extended to Startek customers globally, with the technology built on the Avaya OneCloud experience platform.

“Startek enables brands across the globe to build long-term customer relationships through the delivery of human-centric experiences,” said Abhinandan Jain, chief digital officer, Startek. “In today’s economic climate, small and medium-sized businesses want to avoid large upfront costs and make the best use of their internal resources by outsourcing non-core activities. By partnering with Avaya, we create the opportunity for emerging enterprises to benefit from market-leading CX delivered through a bundled data, people and technology solution – all at a fixed monthly cost.”

“We’re coming together to address a market need – namely, to make it easy for businesses to consume a technology platform, along with market-leading people and processes. Working together, we’re able to extend the benefits of the reliability and expertise that industry leaders such as Avaya and Startek bring to the market,” said Nidal Abou-Ltaif, president, Avaya International.

Read: Gitex Global: Vodafone, Ericsson facilitate data-driven decisions with AI-based solutions in Oman

Tue, 11 Oct 2022 16:30:00 -0500 Divsha Bhat en-US text/html https://gulfbusiness.com/avaya-startek-partner-to-offer-customer-experience-solutions-for-global-businesses/
Killexams : Commercial Bank International implements a full Avaya intelligent communications solution

Commercial Bank International (CBI), the fast-growing UAE bank, recently implemented a full Avaya communications solution implemented by Avaya Gold Partner EMW, a leading global solutions provider of business communications applications, systems and services. The implementation is designed to position CBI as a convenient and flexible bank with a host of new channels to allow customers easy access to their funds.

“Our new partnership with Avaya is in line with our new corporate identity and vision,” said Mr. Khamis BuHaroon, CBI Chief Executive Officer. “It reflects our promise to be a customer-centric bank with all the answers. Becoming more accessible helps us serve our customers better, and underlines the way we are positioning ourselves in the market.”

The comprehensive IP Telephony enabled contact centre solution will ensure that customers have world class service when they need to communicate with CBI by voice, email, SMS, fax and e- banking. The decision to implement the Avaya solution was also largely based on the bank’s ambitious plans for the near future. With a firmly established foundation in corporate banking, CBI plans to extend its reach into the retail banking world by opening more branches and ATMs and introducing tailor-made products that make everyday banking simpler. The bank required a streamlined system offering future-proof technology and the ability to integrate diverse operations, and found that the Avaya Customer Relationship Management solutions, Avaya Interactive Voice Recognition Software, Avaya Call Management System, and Avaya Call Center Express was ideal for their requirements.

“The UAE marketplace is rapidly changing, and the role played by flexible retail solutions is getting more and more crucial,” commented Nidal Abou Ltaif, managing director, Avaya MENA. “CBI’s vision of being a bank with flexible ideas, customer-centric services and one-of-a-kind products is perfectly suited to the Avaya solution.”

Currently designed to serve the eight existing branches across the UAE, the solution is scaleable to support the bank’s target of 50 agents by the end of the year with the overall capacity for up to 400 agents based anywhere in the world.

About Commercial Bank International (CBI)
CBI started operations on May 1991 with one branch in Ras Al Khaimah and one in Dubai with a paid up capital of AED 44 Million and authorized capital of AED 100 Million.
Currently CBI has a network of 8 branches and 18 ATMs spread across the Emirates, in addition to the Call Centre. The staff strength is 400, of which 30% are UAE Nationals.

Issued on behalf of Commercial Bank International by tamra C2 For further press information please contact Khalil Majdalawi on: Tel. (971) 4 2951177; Fax: (9714) 2951188. E-mail: khalil@tamra-c2.com

About EMW
EMW was founded in 1995 by engineers and managers who formerly held senior positions in well known telecommunications and information technology companies.  EMW’s growth is now seen in operating units across four continents: North America, Europe, Asia and Africa. We are proud to serve a wide spectrum of distinguished clients throughout the Middle East. Our watchwords are competency, innovation, integrity, and—above all—respect and care for the customer.  We are a company with local presence but global reach.

About Avaya
Avaya Inc. designs, builds and manages communications networks for more than 1 million businesses worldwide, including over 90 percent of the FORTUNE 500®. Focused on businesses large to small, Avaya is a world leader in secure and reliable Internet Protocol (IP) telephony systems and communications software applications and services.  Driving the convergence of voice and data communications with business applications - and distinguished by comprehensive worldwide services - Avaya helps customers leverage existing and new networks to achieve superior business results.  For more information visit the Avaya website: www.avaya.com.

Fri, 23 Sep 2022 12:01:00 -0500 en text/html https://www.albawaba.com/news/commercial-bank-international-implements-full-avaya-intelligent-communications-solution
Killexams : We Need On-Premises-Based Solutions…and the On-Premises-Based Solutions Market Needs Avaya

Telecommunications is a critical infrastructure service and becomes even more so during times of crisis. However, even small regional events can tax the systems and services that organizations rely upon to respond to events.

We can’t avoid outages and service interruptions—any disruption is only a matter of when not if. The source of the disruption can be any from a long list:

  • Power outages
  • Weather events (snowstorms, hurricanes, tornadoes, etc.)
  • Natural disasters (earthquakes, fires, tsunamis, etc.)
  • Fiber backbone outages (usually a fiber cut)
  • Cloud infrastructure provider outages (such as AWS and Azure)
  • Hackers and sabotage threats

So why can’t we address these issues with cloud solutions? After all, the internet and cloud providers claim high availability, geographically dispersed resources, multiple routes, an architecture designed to route around damage, etc. But everyone can recall dozens of outages that affected services. It is surprising how often we have heard of a significant Internet outage due to a single fiber cut. We have seen denial of service and ransomware attacks. And we have an unlimited capacity to find new “human error” causes of outages.

A site that documented AWS outages reported at least seventeen significant outages with widespread impact in the ten-year window from 2012 to 2021. A Microsoft site that tracks Azure status has reported over twenty various outages for 2022, although many had minimal effects. The point is users can’t do anything to prevent such things from happening, and large infrastructure providers are not necessarily doing any better than an internal IT department.

The Case for a PBX

In May 2022, Melissa Swartz posted that “some clients have decided an on-premises solution is a better choice for their organization.” She listed common reasons such as control, security concerns, integrations, costs, etc. However, crisis management is a more compelling reason to choose a premises-based solution for many of our clients, especially those providing public services.

During critical times, such as severe weather, public disturbances, etc., the following organizations need reliable communications even more than during normal operations:

  • Governments entities, including first responders (police, fire, and medical emergency), public infrastructure (electricity, water, roads, etc.), and public communications
  • Health care industry, especially hospitals
  • Airports and public transportation services

When an extraordinary event occurs, the public agency must address three types of telephone communications: incoming, outbound, and internal. The problem with incoming calls is separating the critically necessary from the general inquiries. Outbound calls need to get through, but multiple dial-tone resources often exist. But of the three types, internal calls -- the ability to communicate within the organization—is the most critical. During an outage, the previously identified organizations must continue operating as close to normal as possible. Organizing staff resources, coordinating with other departments, and adjusting to events in real-time during a crisis are essential.

We can’t prevent outages, but we can prepare how we'll work through and around them. One of the best forms of preparation is to create a self-resilient design and internal control over reaction options during an event, i.e., a PBX. We do this with other critical components – we install UPS systems and generators to provide local power when public power sources fail. Multiple carriers and multiple path networks create redundancy. Although some problems are beyond our ability to create a complete business continuity plan, an on-premises PBX system provides a level of survivability and control not possible with a cloud-based service. Even when the outside world is failing (Internet, fiber cuts, DoS attacks, AWS failures), the client-controlled PBX can provide the following:

  • The critical internal communications capabilities (with staff and inter-department)
  • Dedicated techs focused on supporting the immediate needs of the organization:

             o Not trying to cover multiple clients

             o Have institutional knowledge of the solution and its configuration

             o Redirecting inbound and outbound traffic as needed

             o Reserve and restrict circuit and resource capacity for specific needs

             o Relocating resources (staff, equipment, circuits)

             o Adding services and functionality

  • Better discoverability and reporting control–including security logs
  • A mix of telco TDM and SIP dial tone

The above benefits everyday operations but becomes critical when things are not normal.

Some UCaaS solution providers have introduced a survivable gateway appliance to mitigate some problems. However, it is vital to research what is and isn’t provided with these devices. In many cases, functionality is limited, and the ability to reprogram core services on-the-fly is non-existent.

Avaya’s Role

The number of PBX manufacturers may be shrinking, but strong demand remains. Last November, a post by John Malone of The Eastern Management Group analyzed 2021 PBX sales and claims for enterprises with more than 1,000 employees and found that on-premises PBX outsold UCaaS by more than one-third. Although Malone listed many reasons, the ability to control support and provisioning tasks is critical for my public sector clients.

Nortel and Lucent/Avaya were the two most popular telephone system suppliers with large public sector customers for years. Nortel went bankrupt, although that did not diminish its appeal, and Avaya gained additional loyal clients. Cisco created its stellar reputation for high-reliability on-premises solutions and has the largest market share today. Firms like Mitel and Alcatel Lucent offer PBX systems but have not captured much of the market.

A single-supplier market is not healthy (even if Cisco is okay with that thought). With so many installed Avaya PBX systems and continuing demand for on-premises-based solutions, the market needs Avaya.

Dave Michels posted on this No Jitter in 2014 that the on-premises-based UC systems market was dead. But as long as human errors and uncontrolled events cause service outages, there’s a need for quality PBX systems – and vendors that can support them.

Enjoy incredible speakers, insightful educational sessions, and plenty of networking opportunities for consultants at the SCTC annual conference, Oct. 23-26 in Dallas, TX. The conference is open to everyone.
Mon, 10 Oct 2022 03:44:00 -0500 en text/html https://www.nojitter.com/unified-communications/we-need-premises-based-solutions-and-premises-based-solutions-market-needs
Killexams : Avaya partners with Startek to support global businesses through packaged CX offering

During GITEX Global this week, Avaya (NYSE: AVYA), a global leader in solutions to enhance and simplify communications and collaboration, has signed a memorandum of understanding (MOU) with Startek (NYSE: SRT), a global customer experience (CX) solutions provider, that will see the two companies partner to make it easier for global businesses to meet the ever-evolving needs of their customers.

As part of the MOU, Startek will explore hosting a range of Avaya OneCloud portfolio solutions with the intent of making them available to businesses in a compelling package that includes contact centre agents and institutional expertise in customer experience. This one-stop solution will be made available through a subscription-based pricing model, enabling organisations to purchase the capacity, services and people they require, as and when needed, without large upfront costs.

The agreement will aim to create a packaged solution of both technology and services that can be extended to Startek customers globally, with the technology built on the Avaya OneCloud experience platform.

“Startek enables brands across the globe to build long-term customer relationships through the delivery of human-centric experiences,” said Abhinandan Jain, Chief Digital Officer, Startek. “In today’s economic climate, small and medium-sized businesses want to avoid large upfront costs and make the best use of their internal resources by outsourcing non-core activities. By partnering with Avaya, we create the opportunity for emerging enterprises to benefit from market-leading CX delivered through a bundled data, people and technology solution – all at a fixed monthly cost.”

“We’re coming together to address a market need – namely, to make it easy for businesses to consume a technology platform, along with market-leading people and processes. Working together, we’re able to extend the benefits of the reliability and expertise that industry leaders such as Avaya and Startek bring to the market,” said Nidal Abou-Ltaif, President, Avaya International.

This collaboration will enable businesses to deliver better experiences to their customers through an all-inclusive, easy-to-manage subscription-based service. This will help them roll-out new services faster and significantly reduce the total cost of ownership to deliver a better return on investments.

Fri, 14 Oct 2022 04:20:00 -0500 en text/html https://www.itweb.co.za/content/mQwkoq6YYNBM3r9A
Killexams : Florius uses Avaya technology to transform customer experience

Florius, a leading, Netherlands-based mortgage lender, has used Avaya technology to significantly enhance the customer experience while simultaneously enabling its contact centre agents to adapt to a hybrid work environment.

The Automated Quality Management capabilities of Avaya OneCloud, integrated with Florius business applications, has empowered remote employees with digital tools to raise the quality of all customer interactions through advanced, real-time speech analytics, said a statement. 

“The customer journey is very important to us,” said Seif Alhamrany, head of the Advisory Team at Florius. “We are committed to a fast turnaround for mortgage applications, so we need to put the customer in the center, have fast access to as much information as possible, and automate processes as much as possible.”

Changed workloads during the pandemic forced Florius to quickly adapt to a hybrid work scenario. By the same token, direct insight into the changed contact behaviour of customers became essential during this time of uncertainty. “We need to adapt very fast to provide our customers with the best service and also to provide our employees with the best solutions” said Deliane Schimmel, Managing Director, Advisory & Service, Florius.

Using Avaya solution, Florius was able to remotely introduce AI-powerd speech analytics and quality management tools, which monitored 100% of customer calls and then provided guidance on the next best answer. This gave agents direct insight into subjects that would usually require training, while also enabling them to work according to more flexible schedules from home. 

“A good example of this came when there was amended legislation concerning delayed mortgage payments. Employees did not have to be trained on this first, because they were provided with the correct knowledge in real-time - during conversations where payment and COVID were discussed. As a result, the agent was able to deliver the right answer quickly, because they immediately had the right information and could share it with the customer,” explained Alhamrany. 

Avaya and NTT, the Avaya partner that integrated the solution, worked closely with Florius to integrate the Avaya solutions with the company’s CRM system, a step that broadened the view of the customer journey and provided new insights for agents.

“Florius has always built its reputation on the experiences it provides to its customers, and this use of advanced technologies to draw intelligence from voice conversations is just the latest in a long line of innovations. We’re proud to be supporting Florius as it continues to push the boundaries of great customer experience,” said Nidal Abou-Ltaif, President, Avaya International. -TradeArabia News Service

Thu, 13 Oct 2022 00:49:00 -0500 text/html http://www.tradearabia.com/news/IT_401894.html
Killexams : Why Do I Love AI in the Contact Center? Let Me Count the Ways

Your contact center serves as a key gateway through which customers interact with your brand, so you want to ensure that each customer’s interaction is smooth, fast, and informative. They should not only achieve their desired outcomes but have a positive experience along the way – one that makes them want to come back. 

That’s why businesses are finding more and more ways to apply AI in their customer experience planning. They love the many ways it can help them architect the desired experience for customers and employees and achieving and competitive edge… all while creating game-changing efficiencies.

Let’s look at a few examples.

AI reduces contact center costs and complexities while increasing efficiencies  

Chatbots and Natural Language Processing, or NLP, are driving billions in annual customer support cost savings. AI capabilities such as screen pops and real-time transcription shave off seconds from every customer interaction that collectively save millions of dollars while increasing first call resolution (FCR) and reducing handle time. AI-powered virtual agents and call deflection further reduce costs and keep call queues lighter for customers who need to speak with someone quickly. AI can even auto populate the notes section of your CRM to speed after-call work for agents. AI takes what’s complicated and makes it simple, with a proven ability to reduce costs over the long term.

AI gives customers what they want most for a superior service experience

AI supports effortless interactions with a personalized touch that keeps customers coming back, from front-end solutions like conversational AI and call deflection to back-end applications that customers have no idea are working behind the scenes to elevate their experience. For example, real-time transcription via speech-to-text that enables agents to know exactly what the customer is saying the first time, every time or identity-centered security that lets customers skip repetitive verification questions without compromising security or compliance. When done right, AI makes communication more effortless and drives more personalized engagement for long-term loyalty.      

AI helps you expand your pool of talent and create “super agents” 

Work is no longer somewhere that you go, it’s something that you do. A coffee shop, a co-working space, or a dining room table easily qualify as suitable agent workspaces in a post-COVID world. AI delivers next-level training and coaching that can be done from anywhere, so your company can cast a wider net and hire top-tier talent while creating an environment where agents know they can be successful. 

Toolwire, a member of Avaya’s Experience Builders ecosystem, crafted Spaces Learning, an AI-powered learning and development solution that offers learners more timely access to relevant, focused training and skill-building materials through both self-paced on-demand and real-time collaborative learning options. The platform features a carousel of micro-learning-oriented course content, sandboxed training environments for hands-on access, assessments, and AI-based insights on how employees, both in and outside of the contact center, are retaining and expanding their skillsets to better serve customers across the entire organization.  

AI in your contact center with Avaya

AI solves for so many challenges in the contact center related to employee retention, customer expectations, and the explosion of the surface area where customers and employees interact. Here’s how Avaya brings contact center AI to life:

Customers and agents are beyond tired of experiences that underwhelm and frustrate. Aren’t you? The contact center is the single most impactful place an organization can implement AI. I can tell you from firsthand experience working with our customers, your customers, agents, and your entire business will love the results. 

See what you can start doing in your contact center today. Find out more here

Thu, 29 Sep 2022 02:27:00 -0500 en-US text/html https://www.cio.com/article/408461/why-do-i-love-ai-in-the-contact-center-let-me-count-the-ways.html Killexams : Symbee Launches Two New Expedited Avaya Migration Offerings to Allow Companies to Mitigate the Risks Associated With latest Events.

Symbee

Orlando, Floirda, United States, Sept. 14, 2022 (GLOBE NEWSWIRE) -- Customers needing to mitigate the risk of Avaya Solution(s) by migrating rapidly to the Amazon Customer Experience (CX) ecosystem based on latest company events.

Today, Symbee, a Global AWS Amazon Connect Service Delivery Partner (SDP), announced Expedited Avaya Migration programs for Mid and Enterprise sized customers currently using Avaya Premise and/or CCaaS Contact Center Solutions. The massive uncertainty of Avaya’s future introduces risk to businesses communicating with their customers, and Symbee is focused on helping mitigate that risk to a Customers CX Solution.

Amazon Connect/Symbee Migrations from AVAYA Solution can be 100% paid for utilizing AWS Partner Network (APN) Funding, thus eliminating all the costs of a rapid migration from their existing AVAYA solution (Premise and/or CCaaS).

The Expedited Avaya Migration (Mid-sized) focuses on migrating businesses with 150-300 agents in 6-8 weeks, while the Expedited Avaya Migration (Enterprise) focuses on migrating businesses with 300 or more agents in 8-12 weeks or sooner if required. The migration will fully support replacement of AVAYA Contact Center Solutions and allow future expansion into digital channels.

Both programs allow continuous innovation in the future. Key areas are Personalization and Automation using AWS-powered Artificial Intelligence and Machine Learning (AI/ML), which will leverage all digital channels as well as voice. Key solutions such as Advanced Analytics and pre-built integrations allow businesses to maintain and Improve current operations while mitigating operational risk.

About Symbee

Symbee is a Global UCaaS/CCaaS Solution that was developed and integrated into Amazon Connect/Amazon Chime SDK providing Unified Communications, OmniChannel Contact Center, Workforce Engagement Management (WEM) and Advanced Reporting/Analytics.

For more information about Symbee and the AVAYA Offerings, go to https://www.symbee.co/avaya

For the original news story, please visit: https://prdistribution.com/news/symbee-launches-two-new-expedited-avaya-migration-offerings-to-allow-companies-to-mitigate-the-risks-associated-with-recent-events/9285927

CONTACT: Media Contacts: Full Name: Robert Killory Company: Symbee Phone Number: +1-904-881-3995 Website: https://www.symbee.co
Wed, 14 Sep 2022 10:28:00 -0500 en-US text/html https://sports.yahoo.com/symbee-launches-two-expedited-avaya-222600937.html Killexams : Uniphore collaborates with Avaya to bring enhanced AI customer experience solutions to the MEA region

Uniphore, a provider of conversational AI and automation, is partnering with Avaya, a provider of solutions to enhance and simplify communications and collaboration. This move will bring Uniphore’s integrated Conversational AI and communications platform to customers across the Middle East and African (MEA) region.

Uniphore’s Conversational AI and Automation products will add deep functionality to the Avaya OneCloud CCaaS platform, according to the vendor. Avaya OneCloud CCaaS makes it easy to connect chat, video, voice, and messaging to deliver enhanced experiences for customers and employees at every touchpoint.

With Uniphore, Avaya OneCloud CCaaS users will be able to track, measure, and Improve their contact center journey with increased self-serve capabilities, frictionless agent experience, and needle-moving insights.

Avaya’s customers will have access to Uniphore’s conversational AI and automation solutions and will be well-placed to digitally onboard customers, including from social media platforms driven by AI-powered solutions.

Uniphore's comprehensive X platform is an integrated conversational AI and automation platform that combines natural language processing (NLP), robotic process automation (RPA), automatic speech recognition (ASR), including the Arabic language, emotion AI, and knowledge AI that enterprises need in today’s tech-savvy consumer era. These technology components translate into specific customer offerings in chatbots, voice bots, conversational analytics for quality automation, real-time customer analysis, and agent guidance, according to the company.

“In today’s uncertain world, consumers want brands to address their needs quickly and efficiently; this makes the customer experience more important than ever,” said Kennedy Pereira, VP, CCaaS ecosystem, global alliances and partnerships at Uniphore. “We are excited to partner with Avaya to enhance CX, better understand customer insights to achieve superior business outcomes, Improve employee performances, and lower customer costs.”

The integrated platform will also enhance employee productivity and efficiency by guiding agents in real-time with in-call alerts, next best action, and reduce their after-call work by automating call summarization. This allows agents more time to focus on creating emotional connections with customers, delivering exceptional CX, and reducing operating costs by improving time to resolution and first call resolutions (FCR), according to the vendors.

For more information about this news, visit www.uniphore.com or www.avaya.com.

Tue, 11 Oct 2022 06:02:00 -0500 en text/html https://www.kmworld.com/Articles/ReadArticle.aspx?ArticleID=155367
Killexams : Florius uses AI-powered speech analytics to transform customer experience with Avaya OneCloud CCaaS

GITEX Global – Dubai, United Arab Emirates:– Florius, a leading, Netherlands-based mortgage lender, has used Avaya (NYSE: AVYA) technology to significantly enhance the customer experience while simultaneously enabling its contact center agents to adapt to a hybrid work environment.

The Automated Quality Management capabilities of Avaya OneCloudTM, integrated with Florius business applications, has empowered remote employees with digital tools to raise the quality of all customer interactions through advanced, real-time speech analytics.

“The customer journey is very important to us,” said Seif Alhamrany, head of the Advisory Team at Florius. “We are committed to a fast turnaround for mortgage applications, so we need to put the customer in the center, have fast access to as much information as possible, and automate processes as much as possible.”

Changed workloads during the pandemic forced Florius to quickly adapt to a hybrid work scenario. By the same token, direct insight into the changed contact behavior of customers became essential during this time of uncertainty. “We need to adapt very fast to provide our customers with the best service and also to provide our employees with the best solutions” said Deliane Schimmel, Managing Director, Advisory & Service, Florius.

Using Avaya the Avaya solution, Florius was able to remotely introduce AI-powerd speech analytics and quality management tools, which monitored 100% of customer calls and then provided guidance on the next best answer. This gave agents direct insight into subjects that would usually require training, while also enabling them to work according to more flexible schedules from home.

“A good example of this came when there was amended legislation concerning delayed mortgage payments. Employees did not have to be trained on this first, because they were provided with the correct knowledge in real-time - during conversations where payment and COVID were discussed. As a result, the agent was able to deliver the right answer quickly, because they immediately had the right information and could share it with the customer,” explained Alhamrany.

Avaya and NTT, the Avaya partner that integrated the solution, worked closely with Florius to integrate the Avaya solutions with the company’s CRM system, a step that broadened the view of the customer journey and provided new insights for agents.

“Florius has always built its reputation on the experiences it provides to its customers, and this use of advanced technologies to draw intelligence from voice conversations is just the latest in a long line of innovations. We’re proud to be supporting Florius as it continues to push the boundaries of great customer experience,” said Nidal Abou-Ltaif, President, Avaya International.

The solution employed by Florius will be demonstrated on Avaya’s stand at GITEX Global. Avaya’s presence at GITEX Global comes in partnership with Alcatel-Lucent Enterprise, Uniphore, Verint Systems, GS Lab, Imperium, Konnect Insights, LumenVox, Nectar, Sestek and TOPAZ. Visit Avaya at its stand in Zabeel Hall, at Dubai World Trade Centre between October 10 and 14, 2022.

-Ends-

About Florius

At Florius, we find it important that everyone can live without any trouble in his house. We know that life can go differently than what has been planned. That’s why we deliver a mortgage that adapts with the life situations of our customers. For now and for later, and for good and bad times. www.florius.nl.

About Avaya

Businesses are built by the experiences they provide, and everyday millions of those experiences are delivered by Avaya Holdings Corp. (NYSE: AVYA). Avaya is shaping what's next for the future of work, with innovation and partnerships that deliver game-changing business benefits. Our cloud communications solutions and multi-cloud application ecosystem power personalized, intelligent, and effortless customer and employee experiences to help achieve strategic ambitions and desired outcomes. Together, we are committed to help 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 real 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.

Source: Avaya Newsroom

Thu, 13 Oct 2022 01:28:00 -0500 en text/html https://www.zawya.com/en/press-release/companies-news/florius-uses-ai-powered-speech-analytics-to-transform-customer-experience-with-avaya-onecloud-ccaas-lcm6tyd4
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