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Avaya's free up today of a new midmarket contact core product, an update to its analytics offering, and its entrance into the workforce optimization (WFO) market have been indicators that the business is following through on its pledge to take full competencies of its Nortel acquisition, based on analysts.
"they're providing on their guarantees to carry the Avaya Nortel lines collectively," talked about Drew Kraus, vice president with Stamford, Conn.-primarily based Gartner Inc. "Some relatively essential promises had been made to 2 pretty big put in bases, and it appears like they're following via."
Avaya today provided particulars of the Avaya aura Contact center, a multimedia application focused at midsized contact facilities. The utility connects consumer carrier brokers to customers via any communications mode -- voice, video, e mail, or internet chat. Avaya pegs a midsized contact center at around 1,000 brokers.
The software uses open Session Initiation Protocol (SIP) communications to increase the efficiency of interactions. As purchasers start to talk with enterprise via an ever-expanding number of channels, businesses have to now not handiest serve those channels but provide a constant adventure across them, based on Jorge Blanco, vice chairman of advertising for Avaya's contact middle company.
"The ultimate enterprise challenge they should assist shoppers remedy is conclusion-to-end experience administration," Blanco mentioned. "We need to connect the dots between all the layers that might create that second of certainty and, optimistically, satisfaction."
The Avaya air of secrecy Contact center is a good birth, in accordance with Sheila McGee-Smith, president and principal analyst of McGee-Smith Analytics, a contact middle consultancy.
"From a contact core viewpoint, I do not feel any one may say that Avaya hasn't done its surest to mix the better of each [Avaya and Nortel] with the present portfolio," McGee-Smith wrote in an e mail interview. "Avaya charisma Contact center takes the multimedia capacity (amongst different attributes) from Nortel and over time will add the large scaling of Avaya name core Elite. similarly, with Avaya Voice Portal, facets of Nortel's self and assisted service advent ambiance will now be applicable to Avaya systems."
Avaya also up-to-date its name center Elite 6.0 call routing software and IQ 5.1, its analytics product, which allows for improved capacity of 900 simultaneous clients.
With contemporary announcement, Avaya is additionally getting into the WFO market. until now, the company had relied on partners like nice and Verint to give elements similar to name monitoring and body of workers management. The WFO suite contains call recording, exceptional monitoring and body of workers administration. Avaya will be including speech analytics in November and comments administration capabilities subsequent 12 months, Blanco referred to, and will proceed to accomplice with Verint and best.
"For consumers working Witness (owned by means of Verint), here is in general first rate information," McGee-Smith wrote. "Avaya WFO is a tightly integrated white label of the Verint suite of applications. The tighter integrations imply ultimately a single reporting application (Avaya performance center) for shoppers to make use of to locate all their agent information. For clients of pleasant, Avaya will proceed to resell that software, nonetheless it will lack the new integration Avaya WFO presents."
It additionally provides a chance for internet new shoppers, in response to Gartner's Kraus.
"From an Avaya standpoint, they get that new income," he pointed out. "From a customer standpoint, they respect being in a position to go returned to one dealer for the 'one throat to choke' but additionally for a person who is aware the context of what they're doing and why they're doing it."
the entire items can be attainable by using July 20, except for the Avaya air of secrecy Contact core, which might be obtainable July 30.
For customers that have been ready to hear from Avaya about its plans, brand new liberate might signal the time to delivery taking a look at enhancements, Kraus mentioned.
"there may be loads of each Avaya and Nortel consumers who had heard these guarantees but had been very skeptical or just concerned they might be able to bring," he talked about. He suggested these purchasers to "seem to be on the individual items which are popping out now for what's going to benefit you within the near term. for many, it makes feel to flow to the more moderen items sooner than later."
NORTH POLE — the entire preparations are in vicinity for Santa’s event around the world on Christmas nighttime. Now which you can track his growth as he provides toys to boys and girls everywhere. simply click on the SANTA RADAR.
more than six decades ago, a local Sears keep in Colorado Springs ran a dial Santa advert. apart from the number became a misprint. instead of listing the number for Sears’ Santa hotline, it posted the number for the Continental Air protection Command core.
On Christmas Eve 1955, Colonel Harry Shoup all started receiving calls from kids asking to communicate with Santa Claus. Shoup worked on the operations department for the air defense center, now known as NORAD, so the name must have come as slightly of a surprise.
as an alternative of telling the kids that they dialed the inaccurate quantity, Shoup talked about that he wasn’t Santa Claus however he may music him on radar. All evening, Shoup and his crew fielded calls, giving youngsters details about Santa’s place as he and his reindeer flew throughout the sky to convey gifts to children.
a tradition was born, and NORAD has unfolded its mobilephone traces for its annual Santa Tracker ever in view that. last 12 months, tons of of volunteers, including many NORAD employees and Michelle Obama, fielded one hundred thirty five,000 calls from 234 international locations. That’s 40 calls per volunteer per hour.
The customary name middle turned into deploy by way of AT&T, which had already served as NORAD’s telecommunications company. AT&T eventually spun off Nortel, which later spun off Avaya — the company that now helps manipulate NORAD’s crazy name extent on Christmas Eve.
“The Santa Tracker makes use of the same know-how that’s powering the govt’s crucial methods,” noted Susan Keys, head of Avaya govt solutions. “Of course, it’s extra refined tech these days than it become 60 years in the past.”
NORAD now also operates a domain and social media feeds the place kids can music Santa. It partnered this 12 months with Microsoft to enhance a unique Christmas coloring book for individuals the usage of Microsoft’s edge browser.
The defense middle tells children that it makes use of all of its significant expertise to track Santa’s actions everywhere.
“Our constellation of protection satellites “uses infrared tracking to retain pinpoint accuracy on the warmth signature from Rudolph’s nose,” NORAD says in its promotional materials. “floor based mostly radar monitoring websites relay global positioning updates to their elite fighter pilots, who commonly escort Santa’s sleigh via rough climate.”
COLORADO SPRINGS, Colo. -- sometimes an easy typo can cause a Christmas miracle.
Sixty years ago, a Sears keep in Colorado Springs ran a dial Santa advert. apart from the quantity changed into a misprint. as a substitute of listing the quantity for Sears' Santa hotline, it posted the quantity for the Continental Air protection Command middle.
On Christmas Eve 1955, Col. Harry Shoup all started receiving calls from youngsters asking to communicate with Santa Claus. Shoup labored on the operations department for the air defense center, now referred to as NORAD, so the call must have come as a bit of a shock.
as a substitute of telling the children they dialed the inaccurate number, Shoup talked about he wasn't Santa Claus but he might song him on radar.
All night, Shoup and his crew fielded calls, giving children details about Santa's place as he and his reindeer flew during the sky to carry presents to children.
a convention become born and NORAD has opened its mobile traces for its annual Santa Tracker ever given that.
remaining year, a whole lot of volunteers, including many NORAD personnel and first lady Michelle Obama, fielded one hundred thirty five,000 calls from 234 international locations. it truly is forty calls per volunteer per hour.
connected: determine the Santa Tracker
The common call middle turned into install with the aid of AT&T, which had already served as NORAD's telecommunications issuer. AT&T finally spun off Nortel, which later spun off Avaya -- the enterprise that now helps manipulate NORAD's crazy name extent on Christmas Eve.
"The Santa Tracker makes use of the identical know-how it really is powering the government's critical techniques," stated Susan Keys, head of Avaya government options. "Of course, or not it's more subtle tech these days than it changed into 60 years ago."
NORAD additionally operates a domain and social media feeds the place children can music Santa.
The defense center tells children that it uses all of its immense expertise to music Santa's actions worldwide.
"Our constellation of defense satellites makes use of infrared tracking to hold pinpoint accuracy on the heat signature from Rudolph's nostril," NORAD says in its promotional substances. "floor primarily based radar tracking sites relay global positioning updates to their elite fighter pilots, who regularly escort Santa's sleigh via tough weather."
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In the near future, calls into a customer contact center used for “training purposes” will no longer involve people in seats listening to an instructor. The training will be for machine-learning models, and the participants will be computers.
This is the vision that Five9 Inc., a provider of software for contact centers, sees for the future of customer interaction. Its customers use cloud-based tools designed to capitalize on the use of artificial intelligence to mine insights from data gathered through client interactions. It’s a software as a service company and, perhaps more significantly, a communications as a service business too.
“It turns out that what customers say to you is really important,” said Rowan Trollope (pictured), chief executive officer of Five9. “The contact center is shifting from being less a contact center and more a center of customer data. Their big play at Five9 is to become the world’s best self-learning intelligent contact center platform.”
Trollope spoke with John Furrier (@furrier), host of theCUBE, SiliconANGLE Media’s mobile livestreaming studio, at theCUBE’s studio in Palo Alto, California. Jonathan Rosenberg, chief technology officer and head of AI at Five9, also spoke with Furrier in a separate interview, and they discussed the company’s vision for the contact center industry, the role of AI in building a better customer experience, and growing influence of the empowered consumer.Three billion interactions per year
Founded in 2001, Five9 has steadily built its reputation as a provider of call center services, integrating voice, chat and email into a platform for businesses of any size to handle customer interaction. The company went public in 2014 and currently claims more than 2,000 customers and over 3 billion customer interactions on an annual basis.
The company’s leadership in recent years has drawn from the executive ranks of Cisco Systems Inc. Prior to joining Five9 in 2018, Trollope spent five years guiding Cisco’s applications group. Rosenberg joined the company after serving as Cisco’s chief technology officer in the collaboration division. Five9’s president and its head of strategy also came from the networking giant.
Trollope’s decision to take the helm at Five9 last year was grounded in a fervent belief that the confluence of cloud, AI, and a newly empowered consumer was creating a perfect storm of change in the contact center world.
“Companies are realizing that the experience they give to their customers has got to transform,” Trollope said. “Customers are telling them that if they don’t fix the experience they deliver, they’re going to leave. It’s really emerging as this hot space.”
Watch the complete interview with Trollope below:Cloud and AI are game changers
Contact centers have seen waves of technological change over time. The first wave involved hardware, big iron sitting in massive telco data centers. That evolved into the software era and the arrival of Voice Over Internet Protocol, which vastly expanded the reach of communications technology.
The dawn of the cloud heralded a new wave, one where customer contact centers could not only be more easily deployed, but they became powerful data generating engines. This is the scenario that is fueling Five9’s strategy for growth.
“Now we’re in a world with the cloud where, with a few clicks and a few minutes, you can deploy a contact center,” Trollope explained. “What the cloud has unlocked is massive amounts of data. That data in their industry is customer conversations, what customers are actually telling you either by text or by voice or email.”
Where massive amounts of data can be found, the use of AI and machine learning will not be far behind, and this plays right into the focus of the modern contact center, which is all about making decisions.
Who is the right agent to handle a call? What should the agent say? What happens after a call is done? The answers to these questions can either lead to a great customer experience or a really bad one.
“If you have enough data and enough computing and they optimize the algorithms, you can do some amazing things,” Rosenberg said. “AI and machine learning are going to transform every aspect of it.”Balance between machine and human
Yet, machines cannot provide one key ingredient that lies at the heart of nearly every customer contact dialogue: empathy. By the time most people endure the teeth-grinding experience of navigating multiple automated phone prompts to get to a human being who can hopefully resolve their problem, they want at least some shred of understanding to come through on the other end.
Five9 realizes that the human dynamic must remain a critical part of the process. The application of AI and machine learning requires a delicate balance between informed decision-making using data and a human connection that is empathetic, friendly, polite and knows exactly what to do.
“We can actually deliver amazing customer experiences and that’s what really matters,” Rosenberg said. “The human delivers the heart, and the machine delivers the mastery.”
Five9 has geared its product set to address transformation of the customer experience. Five9 Genius, released last May, is an intelligent routing engine that employs machine learning to match a customer with the best agent to meet whatever concern they have. The company’s Engagement Workflow product also blends machine learning with contact center workflows to optimize customer experiences across channels.
Customers seeking a more easily-deployable, AI-enabled contact center are responding to Five9 as well. In November, the company announced that it would replace the on-premises contact center for a major gaming industry manufacturer with a cloud-based solution. A few weeks prior to that news, Five9 also announced a similar customer win involving a major U.S. financial services firm.
“We’re going to customers who are looking to buy a contact center, and we’re saying ‘trust us,’” Rosenberg said. “We’re going to put it in the cloud, we’re going to run it, we’re going to operate it for you, and we’re going to deliver a great, highly reliable experience.”
Watch the complete video interview with Rosenberg below:Empowered customer
Five9’s solution is designed to address an important sea change occurring in the relationship between business and consumers, because today’s customer is more empowered than ever before. Purchasing decisions are often made based on informed search and data gathered from thorough online review.
Trollope described how he recently bought a storage unit for his garage. A few years ago, that process might have involved nothing more than a quick trip to the local hardware store. But this time he went online, found at least three good options, read customer reviews, and had the whole system delivered to his doorstep the next day.
Data is power, and the customer is king. “The biggest factor affecting business is you have the age of the empowered consumer,” Trollope said. “The empowered consumer gets to make a choice, and they don’t have to do business if they don’t have a great experience. That’s moving the contact center industry from being an extension of the phone system that they really don’t want to think about very often into something that’s really important for businesses.”Photo: SiliconANGLE Since you’re here …
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Through partnership, Bright Pattern, leading provider of cloud contact center software, provides innovative customer support technology for global enterprise telecommunications company
SAN BRUNO, Calif., Jan. 29, 2019 /PRNewswire/ -- Bright Pattern today announces that the go-to telecommunications provider in the Caribbean and Latin America has selected Bright Pattern Contact Center for its customer service operations.
Bright Pattern Logo (PRNewsfoto/Bright Pattern)More
With annual sales of over $2.4 billion, the telecommunications company delivers superior high-speed mobile data, broadband, and video services. It supports 6.3 million customers worldwide in over 22 contact centers and 450+ agents using Bright Pattern Contact Center software. Its global operation spans 42 countries, requiring the company to invest in reliable, enterprise-grade technology for seamless omnichannel customer interactions.
The enterprise customer benefits from a multitude of enterprise-grade features, including active-active disaster recovery, the ability to bring your own telco provider, scalability to 15,000+ agents, multinational deployment, and continuous availability thanks to nondisruptive, on-the-fly updates.
"We are thrilled to provide their enterprise contact center software and to be working with the best carrier in Latin America," said Konstantin Kishinsky, CEO and Founder of Bright Pattern. "They are the most trusted telecommunications provider in the Caribbean and Latin America. Their wide network and knowledge of their solution will help expand Bright Pattern's international footprint and modernize the contact center industry."
About Bright PatternBright Pattern provides the most simple and powerful contact center for midsize and enterprise companies. With the purpose of making customer service brighter, easier, and faster than ever before, Bright Pattern offers the only true omnichannel cloud platform that can be deployed quickly and nimbly by business users. Bright Pattern allows companies to offer an effortless, personal, and seamless customer experience across traditional channels like voice, text, chat, email, video, messengers, and bots. The company was founded by a team of industry veterans who pioneered the leading on-premises solutions and today are delivering an architecture for the future with an advanced cloud-first approach. Bright Pattern's cloud contact center solution is used globally in over 26 countries and 12 languages.
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"The Talkdesk Enterprise Cloud Contact Center runs on US-based Amazon Web Services (AWS) data centers, with a main site supported by a disaster recovery site in a separate geographic region," said Nancy Jamison, Principal Analyst in Customer Contact at Frost & Sullivan. "Agents are connected to the closest media server in their global region to reduce latency and increase service reliability. This feature-rich contact center solution is delivered out of the box and supported by in-depth analytics and reporting capabilities. Furthermore, Talkdesk's cloud-native microservices architecture allows it to be scaled quickly using pools, clusters, and grids as new channels and technologies become available."
While agent scalability is important, Talkdesk is easy to scale geographically as well. By 2017, Talkdesk had 52,000 users across 60 countries, served by nine global data centers. In addition, by using Talkdesk's communication-platform-as-a-service (CPaaS) offering, customers can scale carrier communications globally, without directly connecting to hundreds of carriers worldwide. Talkdesk's microservices architecture and multi-tenant CPaaS foundation present a superior price-performance value, while the interaction orchestration engine, Studio, enriches the user experience with several capabilities, such as routing, skills matching, presence engine, context process, and an intuitive flow designer.
Another major benefit of Talkdesk's platform approach is its AppConnect Innovation Ecosystem, which enables customers to deploy best-in-class solutions and quickly trial applications to determine if they suit their business needs, without any huge upfront investments. Talkdesk is currently pre-integrated with over 50 applications in core contact center areas, including workforce management, workforce optimization, outbound dialer, voice analytics, and collaboration.
Talkdesk's most prominent capabilities include its AI engine, Talkdesk IQ, Callbar, Mobile, Omnichannel, Analytics, Studio, and Self-Service. "Talkdesk offers natively built self-service software development kits (SDKs) for callback, context, knowledge base, and visual interactive voice response (IVR) capability for Android and iOS applications. Additionally, a flexible Webhook event management offers access to event-triggered automations with 50+ external partners," noted Ms. Jamison. "The company continues to deliver on its vision to make customer experience a competitive advantage for its clients. Talkdesk's customer-focused innovation, and ability to secure significant funding, underlines its current performance and potential to dominate the cloud contact center market in the near future."
Each year, Frost & Sullivan presents this award to the company that has developed a comprehensive product line which caters to the breadth of the market it serves. The award recognizes the extent to which the product line meets customer demands and the overall impact it has in terms of customer value and increased market share.
Frost & Sullivan Best Practices Awards recognize companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service, and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis, and extensive secondary research to identify best practices in the industry.
About Talkdesk, Inc.
Talkdesk Enterprise Cloud Contact Center empowers companies to make customer experience their competitive advantage. With enterprise-class performance and consumer-like ease of use, Talkdesk easily adapts to the evolving needs of sales and support teams and their end-customers, resulting in increased customer satisfaction, productivity and cost savings. Over 1,400 innovative enterprises around the world, including IBM, Acxiom, Discovery Education and Peloton, rely on Talkdesk to power their customer interactions. Learn more and request a demo at www.talkdesk.com.
About Frost & SullivanFrost & Sullivan, the Growth Partnership Company, collaborates with clients to leverage visionary innovation that addresses the global challenges and related growth opportunities that will make or break today's market participants. For more than 50 years, Frost & Sullivan has been developing growth strategies for the global 1000, emerging businesses, the public sector and the investment community. Contact us: Start the discussion.
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