Beyond Convergence discusses Avaya's focus on becoming the preferred provider of open mobile enterprise collaboration platforms through software and services. It outlines examples of how Avaya is helping customers meet challenges through innovation, investment flexibility, leadership, and client experience improvements. Specific case studies show benefits customers achieved through managed services, HD video conferencing, contact center upgrades, and Avaya's role as a networking partner for the Olympics. The document emphasizes Avaya's commitment to customer support and transitioning to address industry changes.
2013 Enterprise Connect Avaya keynote Kevin Kennedy
This document discusses Avaya's focus on becoming a software company that provides open mobile enterprise collaboration platforms and customer support. It outlines Avaya's opportunities in emerging forces like WebRTC and middleware enabling coherence. Avaya aims to be the preferred provider of open collaboration platforms and provide purposeful transition leadership through examples like BYOD, WAN optimization, identity engines and more. The document closes by emphasizing Avaya's clarity of purpose in serving enterprises.
Here's What We've Discovered About Microsoft's Updated Windows 10 Servicing M...
Do you still slip-up and say Current Branch? Who’s this new kid on the block they call ‘Semi-Annual Channel’? Since Microsoft made a few key changes to their servicing model in July, we’ve fielded a few questions about the different channels (it’s RIP for CB and CBB) and the new twice a year update schedule. In this webinar, Ivanti’s Windows 10 experts will explain the options and offer advice on when and how to deploy.
Sirius Maintenance Services offers managed hardware and software maintenance to help clients save money and reduce downtime. Their services provide a single point of contact, a centralized online portal to track equipment and contracts, and proactive support to address 79% of failures that standard maintenance does not. Sirius has numerous partner certifications and industry awards recognizing their expertise in maintenance services.
Contingent Network Services is a global IT services company specializing in WAN management, network integration, logistics, and maintenance. It was founded in 1984 and has grown to 85 employees with $25M in annual sales. It provides managed WAN and network services through its proprietary Ilex software platform, aiming to simplify customers' networks through a single source, high uptime guarantee, and responsive support.
ManageEngine - Forrester Webinar: Maximize your application performance to en...
Forrester analyst John Rakowski and ManageEngine's Arun Balachandran, discusses how the right application performance management strategy can cement business success.
This document summarizes Nimans, a technology company that has been delivering technology solutions for over 35 years. It provides on-premise, cloud, and hybrid communications platforms from vendors such as NEC, Unify, Ericsson LG, and Zoom. It also offers networking equipment, audio/video conferencing hardware, security solutions, and services like device provisioning. As a longtime leader in the industry, Nimans aims to partner with resellers by providing platforms, products, training, support, and other services to help them grow their business.
Espion and SureSkills Presentation - Your Journey To A Secure Cloud
Ross Spelman will show how businesses can confidently evaluate cloud solutions and manage platforms and infrastructure in the cloud. Nigel Tozer will discuss public, private, and hybrid cloud strategies. Ruaidhri McSharry will discuss how cyber security is an organizational issue and resilience is key.
Why does Citrix use eG Enterprise for End-to-End Monitoring at Citrix Summit ...
This document discusses Citrix's use of eG Enterprise for end-to-end monitoring of their user conferences. It provides an overview of eG Innovations and its monitoring capabilities. Citrix requires a monitoring solution that provides unified visibility across all Citrix tiers from a single console, with insights to pinpoint root causes. eG Enterprise meets these needs through its end-to-end, scalable, and proactive monitoring of Citrix infrastructure, supporting faster issue resolution. The presentation also covers new features in eG 6.3 like expanded XenApp/XenDesktop monitoring and support for technologies like Citrix Adaptive Transport and Linux VDAs.
InterCall provides video conferencing services that allow geographically dispersed groups to communicate face-to-face through features like continuous presence, data collaboration, and video streaming. Their InView system offers web-based call scheduling, reporting and billing, as well as training and public room rentals. The document discusses how clients in areas such as management, sales, customer service, and legal have leveraged video conferencing to make faster decisions, engage customers, deliver education more efficiently, and resolve issues quickly.
Buzzwords like cloud and hosted are swirling around us at breakneck speed, but do you really know what that means? The office land line phone as well as premise based PBX systems are on their way out and quickly being replaced with cloud or hosted Unified Communications solutions. Your business needs a mobile solution where employees and sales executives are accessible anywhere they go. Before jumping in, you should be wondering….How would moving to the cloud benefit me? Does the cloud offer the “right fit” for my business needs? What should I be looking for in a cloud provider?
Learn more about First Communications' Cloud IP PBX and other offerings at http://www.firstcomm.com/
In this webinar, you will discover the importance of IT being aligned to business goals. You will also find ways to achieve this alignment through big data, cloud, BYOD, social etc. The webinar also looks at 3 case studies of organisations with effective IT management. The speaker is Claire Brereton, IT Strategy Consultant and Director, itSMF Australia. Read more from http://goo.gl/GBDLGM. Watch a recording of the webinar at http://bit.ly/1HoZ5kP
Beka Technology provides a wide range of IT solutions including network access control, WiFi, remote support, change management, email security, IP address management, mobile device management, backup solutions, and IT security. They have over 25 employees across offices in Abu Dhabi, Dubai, and India, with over 200 man years of combined experience. Beka Technology aims to differentiate itself through its customer growth rates, revenues, profits, locations, and staff over the past few years.
The document summarizes Mitel's MiContact Center Workgroup, Business and Enterprise Edition contact center solutions. It highlights that the solutions are enterprise-grade, multi-channel solutions that help businesses of all sizes improve agent productivity, customer satisfaction, and control costs while simplifying IT management. It also provides an overview of the portfolio and editions, key applications and features, and how the solutions can be deployed across small to large contact centers to meet varying needs.
Mobile to mainframe - Enterprise DevOps - MoDevEast Slides
This document discusses adopting DevOps practices in the enterprise. It begins with an agenda that covers an overview of DevOps, Lean principles, applying DevOps in the enterprise including for mobile apps and mainframes, and adopting DevOps through people, processes, and technology. The document then covers definitions of DevOps, Lean principles like the Deming cycle, and challenges of applying DevOps across heterogeneous environments, mobile apps, and mainframes. It emphasizes coordinating across teams and tiers to accelerate delivery while ensuring quality.
This document provides an introduction to DevOps in ITSM (IT service management). It discusses key benefits of DevOps such as more frequent deployments, faster recovery from failures, and less time spent on unplanned work and rework based on the 2016 State of DevOps Report. DevOps emphasizes communication, collaboration and integration between development and operations. The document then addresses common myths about DevOps and how it relates to ITIL, Agile, and what is involved in DevOps practices. It explains how DevOps can add value when used together with ITIL by improving communication between teams, overcoming organizational barriers, ensuring a uniform understanding of value, and getting early operations involvement in design.
Webinar - The Science Behind Effective Service Catalogues
In this webinar, you will learn about the value of service catalogues to businesses. You will also learn about the different types of service catalogues and how to build them from the ground up. At the end of the webinar, there is an interesting demo of ServiceDesk Plus - you will see how an IT admin helps a new employee with her request for a new laptop.
The document contains questions from various categories related to astronomy including people, vocabulary, stars, constellations, and other topics. It tests knowledge about famous astronomers like Ptolemy, Copernicus, and Newton. Key definitions are provided for terms like astronomy, the solar system, and constellations. Information about the sun, stars, galaxies, and the speed of light is also included.
Coastal Californian Community Deploys Avaya Network to Enable Mission-Critica...
The City of Redondo Beach upgraded its network infrastructure with Avaya technology to enable reliable support of mission-critical applications like those used by police and fire departments, while allowing its lean IT department to manage the growing demands of end users with fewer resources. The new network provides improved public safety, easier management to stretch limited budgets further, and flexibility to support future needs. It connects various city facilities and remote sites to enable mobility and new applications.
This document discusses several biblical passages that reference giants who lived in Canaan prior to its conquest by the Israelites. It describes giants tribes like the Rephaim, Zuzim, Emim, Anakim, Zamzummim, Horites, and Avites. Individual giants mentioned include Og king of Bashan and Goliath, as well as four of Goliath's brothers slain later by David and his men. The document analyzes original Hebrew words to provide context and supports the existence of actual giant peoples through details of their physical descriptions and archaeological evidence of their large cities and structures.
Blue Planet Networks is a Global Service Provider of managed internet services in 140 countries for Carriers, Service Integrators and Cloud Providers.
Managed Internet Services are preferred choice for organisations that need consistent high performance, together with the flexibility to grow with demand and run business critical applications that command 100% service availability.
As more applications move to the Cloud, mobility, video and IoT demands grow, Managed Internet Services are key to optimising hybrid network performance and costs. These will be further enhanced by emerging SDN & NFV technologies.
Blue Planet Networks provides maximum choice and flexibility in access technologies and enables Service Providers to ensure enterprises to select the connectivity method that best suits their business requirements. With an increasing dependency on the Internet and different requirements across company sites, straightforward access to all the major carriers in a given geography means the optimal service can be provided at each site.
Blue Planet Networks takes care of everything, on a one stop shop basis, from our express delivery service to 24/7 incident management and service restoration, all at amazing prices.
The document discusses workplace IT services and challenges in today's changing work environment. It highlights trends like dispersed staff, growing needs for collaboration, access from any device, and always-on services. This creates challenges around security, complexity, cost management, and loss of control. Unikomm aims to address these challenges by focusing on productivity computing through managed IT services, systems and support. It provides capabilities like service desk and desktop management to improve efficiency and anticipate needs.
This document discusses IBM Software Subscription and Support, which provides upgrades, technical support, and expertise for IBM software. It offers these services for on-premise software, software-as-a-service, and hybrid cloud models. Subscription and Support ensures software continues to deliver value over years with access to innovations from IBM Research and expertise from IBM technical support. It emphasizes how these benefits help users reduce costs, improve performance, and empower technical teams.
2013 Enterprise Connect Avaya keynote Kevin KennedyAvaya Inc.
This document discusses Avaya's focus on becoming a software company that provides open mobile enterprise collaboration platforms and customer support. It outlines Avaya's opportunities in emerging forces like WebRTC and middleware enabling coherence. Avaya aims to be the preferred provider of open collaboration platforms and provide purposeful transition leadership through examples like BYOD, WAN optimization, identity engines and more. The document closes by emphasizing Avaya's clarity of purpose in serving enterprises.
Here's What We've Discovered About Microsoft's Updated Windows 10 Servicing M...Ivanti
Do you still slip-up and say Current Branch? Who’s this new kid on the block they call ‘Semi-Annual Channel’? Since Microsoft made a few key changes to their servicing model in July, we’ve fielded a few questions about the different channels (it’s RIP for CB and CBB) and the new twice a year update schedule. In this webinar, Ivanti’s Windows 10 experts will explain the options and offer advice on when and how to deploy.
Sirius Maintenance Services offers managed hardware and software maintenance to help clients save money and reduce downtime. Their services provide a single point of contact, a centralized online portal to track equipment and contracts, and proactive support to address 79% of failures that standard maintenance does not. Sirius has numerous partner certifications and industry awards recognizing their expertise in maintenance services.
Cns Corporate Overview Ever Wor X Focus 4 09Kevin Clark
Contingent Network Services is a global IT services company specializing in WAN management, network integration, logistics, and maintenance. It was founded in 1984 and has grown to 85 employees with $25M in annual sales. It provides managed WAN and network services through its proprietary Ilex software platform, aiming to simplify customers' networks through a single source, high uptime guarantee, and responsive support.
ManageEngine - Forrester Webinar: Maximize your application performance to en...ManageEngine
Forrester analyst John Rakowski and ManageEngine's Arun Balachandran, discusses how the right application performance management strategy can cement business success.
This document summarizes Nimans, a technology company that has been delivering technology solutions for over 35 years. It provides on-premise, cloud, and hybrid communications platforms from vendors such as NEC, Unify, Ericsson LG, and Zoom. It also offers networking equipment, audio/video conferencing hardware, security solutions, and services like device provisioning. As a longtime leader in the industry, Nimans aims to partner with resellers by providing platforms, products, training, support, and other services to help them grow their business.
Espion and SureSkills Presentation - Your Journey To A Secure CloudGoogle
Ross Spelman will show how businesses can confidently evaluate cloud solutions and manage platforms and infrastructure in the cloud. Nigel Tozer will discuss public, private, and hybrid cloud strategies. Ruaidhri McSharry will discuss how cyber security is an organizational issue and resilience is key.
Why does Citrix use eG Enterprise for End-to-End Monitoring at Citrix Summit ...eG Innovations
This document discusses Citrix's use of eG Enterprise for end-to-end monitoring of their user conferences. It provides an overview of eG Innovations and its monitoring capabilities. Citrix requires a monitoring solution that provides unified visibility across all Citrix tiers from a single console, with insights to pinpoint root causes. eG Enterprise meets these needs through its end-to-end, scalable, and proactive monitoring of Citrix infrastructure, supporting faster issue resolution. The presentation also covers new features in eG 6.3 like expanded XenApp/XenDesktop monitoring and support for technologies like Citrix Adaptive Transport and Linux VDAs.
InterCall provides video conferencing services that allow geographically dispersed groups to communicate face-to-face through features like continuous presence, data collaboration, and video streaming. Their InView system offers web-based call scheduling, reporting and billing, as well as training and public room rentals. The document discusses how clients in areas such as management, sales, customer service, and legal have leveraged video conferencing to make faster decisions, engage customers, deliver education more efficiently, and resolve issues quickly.
Buzzwords like cloud and hosted are swirling around us at breakneck speed, but do you really know what that means? The office land line phone as well as premise based PBX systems are on their way out and quickly being replaced with cloud or hosted Unified Communications solutions. Your business needs a mobile solution where employees and sales executives are accessible anywhere they go. Before jumping in, you should be wondering….How would moving to the cloud benefit me? Does the cloud offer the “right fit” for my business needs? What should I be looking for in a cloud provider?
Learn more about First Communications' Cloud IP PBX and other offerings at http://www.firstcomm.com/
Webinar - 8 ways to align IT to your businessManageEngine
In this webinar, you will discover the importance of IT being aligned to business goals. You will also find ways to achieve this alignment through big data, cloud, BYOD, social etc. The webinar also looks at 3 case studies of organisations with effective IT management. The speaker is Claire Brereton, IT Strategy Consultant and Director, itSMF Australia. Read more from http://goo.gl/GBDLGM. Watch a recording of the webinar at http://bit.ly/1HoZ5kP
Beka Technology provides a wide range of IT solutions including network access control, WiFi, remote support, change management, email security, IP address management, mobile device management, backup solutions, and IT security. They have over 25 employees across offices in Abu Dhabi, Dubai, and India, with over 200 man years of combined experience. Beka Technology aims to differentiate itself through its customer growth rates, revenues, profits, locations, and staff over the past few years.
Award Winning Mitel MiContact Center SolutionsDaniel Moore
The document summarizes Mitel's MiContact Center Workgroup, Business and Enterprise Edition contact center solutions. It highlights that the solutions are enterprise-grade, multi-channel solutions that help businesses of all sizes improve agent productivity, customer satisfaction, and control costs while simplifying IT management. It also provides an overview of the portfolio and editions, key applications and features, and how the solutions can be deployed across small to large contact centers to meet varying needs.
Mobile to mainframe - Enterprise DevOps - MoDevEast SlidesSanjeev Sharma
This document discusses adopting DevOps practices in the enterprise. It begins with an agenda that covers an overview of DevOps, Lean principles, applying DevOps in the enterprise including for mobile apps and mainframes, and adopting DevOps through people, processes, and technology. The document then covers definitions of DevOps, Lean principles like the Deming cycle, and challenges of applying DevOps across heterogeneous environments, mobile apps, and mainframes. It emphasizes coordinating across teams and tiers to accelerate delivery while ensuring quality.
This document provides an introduction to DevOps in ITSM (IT service management). It discusses key benefits of DevOps such as more frequent deployments, faster recovery from failures, and less time spent on unplanned work and rework based on the 2016 State of DevOps Report. DevOps emphasizes communication, collaboration and integration between development and operations. The document then addresses common myths about DevOps and how it relates to ITIL, Agile, and what is involved in DevOps practices. It explains how DevOps can add value when used together with ITIL by improving communication between teams, overcoming organizational barriers, ensuring a uniform understanding of value, and getting early operations involvement in design.
Webinar - The Science Behind Effective Service CataloguesManageEngine
In this webinar, you will learn about the value of service catalogues to businesses. You will also learn about the different types of service catalogues and how to build them from the ground up. At the end of the webinar, there is an interesting demo of ServiceDesk Plus - you will see how an IT admin helps a new employee with her request for a new laptop.
The document contains questions from various categories related to astronomy including people, vocabulary, stars, constellations, and other topics. It tests knowledge about famous astronomers like Ptolemy, Copernicus, and Newton. Key definitions are provided for terms like astronomy, the solar system, and constellations. Information about the sun, stars, galaxies, and the speed of light is also included.
Coastal Californian Community Deploys Avaya Network to Enable Mission-Critica...Avaya Inc.
The City of Redondo Beach upgraded its network infrastructure with Avaya technology to enable reliable support of mission-critical applications like those used by police and fire departments, while allowing its lean IT department to manage the growing demands of end users with fewer resources. The new network provides improved public safety, easier management to stretch limited budgets further, and flexibility to support future needs. It connects various city facilities and remote sites to enable mobility and new applications.
This document discusses several biblical passages that reference giants who lived in Canaan prior to its conquest by the Israelites. It describes giants tribes like the Rephaim, Zuzim, Emim, Anakim, Zamzummim, Horites, and Avites. Individual giants mentioned include Og king of Bashan and Goliath, as well as four of Goliath's brothers slain later by David and his men. The document analyzes original Hebrew words to provide context and supports the existence of actual giant peoples through details of their physical descriptions and archaeological evidence of their large cities and structures.
The appetite for mobility has never been greater. Driven in large part by the Bring Your Own Device (BYOD) phenomenon and user devotion to smart- phones and tablets, this trend is motivating IT departments to increase their investment in wireless LAN (WLAN) technology. In doing so, enterprises seek to ensure that the user experience of their mobile workforce is seamless and that business applications are available anytime, anywhere, on any device.
Franciscan Alliance Blazes New Trails in Healthcare DeliveryAvaya Inc.
Franciscan Alliance operates 13 hospitals and more than 170 medical practices across Indiana, Illinois and Michigan. Avaya Fabric Networking gave them the bandwidth they need to support future technologies and the flexibility to grow. Learn more: http://bit.ly/1ICcUww
Fitness and Fall Prevention.
This Lecture developos an exercise prescription for at risk seniors.
I use this lecture to also educate staff and decrease liability from falls.
This document discusses options for deploying Microsoft Lync, including on-premise, Office 365, and hybrid deployments. It notes that one size does not fit all and different organizations may prefer different deployment models depending on their needs and environment. The document also provides an overview of the key capabilities and benefits of Lync, such as reducing costs through converged communications, increasing employee productivity and customer satisfaction through unified communications and collaboration tools, and extending communications reach through integration with Skype and mobility features.
The document discusses a session titled "Cloud Meets Contact Center: From Zero to Hero in 14 Days!". The session will cover the benefits of cloud contact centers, strategies for deploying one in 14 days or less, expected ROI, and uniting agents across locations into a virtual call center. The presenter has nearly 30 years of experience in project management and contact center operations. Attendees will learn about EPA's case study deploying a cloud contact center for its Safe Drinking Water Hotline.
RES and guest analysts from the 451 Group, William Fellows and Agatha Poon, uncover the power of automation in delivering apps and services to the enterprise through a more scalable and effective approach. We will also discuss future benefits of automation and self-service, as customers map out their digital workspace and cloud journey. Register Here
WSO2Con USA 2015: Key Note - Building a Cloud-Based App Platform With WSO2WSO2
West Interactive Services provides technology-enabled communication solutions including unified communications, conferencing services, telecom services, safety services, and specialized agent services using a cloud-based platform with WSO2. Their suite of interactive services solutions includes connected customer experience, IVR & self-service, proactive communications & mobility, cloud contact center, and professional services. They chose WSO2 due to its open source, flexible and pluggable architecture, cloud-ready platform, and comprehensive API-first approach to enable their objectives of a product-oriented approach, minimizing technical debt, and enabling new omni-channel features.
Experts from Western Union, Pexip, and Vyopta team up to show you how to grow your Unified Communications network while avoiding some of the most common pitfalls.
Watch the whole webinar here: http://www.vyopta.com/blog/resources/webinars/overcoming-enterprise-uc-challenges/
This document discusses strategies for maximizing the value of Oracle applications. It outlines challenges such as high costs of managing applications across different systems and low user productivity. The strategies presented focus on integrating applications, extending access to mobile users, securely managing applications across systems, and optimizing infrastructure and business insights. Oracle Fusion Middleware is positioned as the foundation for addressing these challenges and maximizing value through innovation and cost cutting.
UniKomm is an IT managed services provider headquartered in Riyadh, Saudi Arabia with service centers in Riyadh and Chennai, India. They provide a range of managed services including networking services, data center services, and end user services. Their goal is to simplify technology, reduce costs, and improve IT services for clients through a personalized hybrid service delivery model. Key benefits of UniKomm's services include positive ROI, vendor neutrality, acting as a trusted advisor, and SLA-measured services.
This document introduces a Video Platform as a Service (VPaaS) that provides scalable and customizable video experiences. It discusses how video has become essential across industries for engagement, productivity and more. The VPaaS uses a microservices-based architecture with open APIs to easily build and customize video workflows. Case studies describe how the platform has been used to deliver online education, marketing campaigns, recruiting, healthcare and more.
How Schneider Electric Transformed Front-office Operations With Real-time Dat...Informatica Cloud
Many of the world’s corporations use Salesforce.com to drive their front office, and while most experience success others encounter roadblocks and difficulties as their Salesforce footprint grows. Countless customers suffer from a lack of up-to-date information which impedes business progress and stifles end-user productivity.
This presentation describes how Schneider Electric SE, a multinational corporation that specializes in electricity distribution, automation management and components product for energy management, used Informatica Cloud to improve the operational efficiency of their Salesforce.com front-office.
It also details how Schneider Electric was able to make key data readily available to Sales teams in real-time, on the right device, to ensure the success of a highly visible front-office integration initiative.
To watch this presentation visit : http://youtu.be/kU2A1xMvaI8
For a 30 day free trial of Informatica Cloud visit:
http://www.informaticacloud.com/trial
Legacy PBX technologies are fast becoming obsolete. And, downtime is expensive. PBX industry is changing and many are considering a collaboration solution that leverages your existing on-premise infrastructure and marries it with a cloud platform.
About the Event:
Find out in our webinar, led by our Microsoft experts, what your options are for developing a truly integrated collaboration environment.
This session is designed for IT leaders with aging on-premise PBX systems, or those who want to understand what the Microsoft Cloud PBX solution offers. Most importantly, our presenters will provide insights into how to drive up collaboration by improving end user productivity through a cohesive Office 365 experience.
IntegrationWorks: Grow Your Business with the API EconomyLara Pascoe
This document summarizes a presentation about APIs and microservices. It discusses how digital companies have adopted microservices at scale due to their business models and technical foundations, while traditional enterprises face more challenges. It then demonstrates IBM API management and StrongLoop products, showing how they can help companies expose and manage APIs internally and externally. The presentation concludes by announcing a new IBM product that integrates API management and development capabilities.
Microsoft CSP Partner Program: Get Cloud Solutions to Market Faster & More Pr...plumchoice
If you sell or distribute cloud applications like Office 365 and want to get to market faster, drive higher profitability and deliver differentiated customer engagement, then this download this presentation to learn more.
Lauren Technologies have been in IT industry for more than 20 years, being specialized in business applications and catering to hardware and software requirements of customers. Right from creating mobile applications to providing dashboards and reporting, we have been delivering value to the customers !
Lauren Information Technologies is an IT solutions and services company with over 20 years of experience. It has over 270 experienced employees across India and the Middle East. Lauren provides state-of-the-art technology solutions in areas like infrastructure, analytics, cloud, mobility, portals, and social solutions. It has partnerships with leading technology vendors and has received recognition and awards from IBM. The document provides an overview of Lauren's vision, values, solutions, services, achievements, and case studies demonstrating implementations for customers in various industries.
Growing Interest in Cloud Based Digital Experiences -- An IDC and IBM Digital...IBM Digital Experience
As marketing, commerce, and customer service continue to shift to digital channels — and as an increasingly greater share of an organization's revenue comes from digital business — organizations have become acutely aware of the need for an enterprise digital experience platform. Such a platform enables them to quickly and cost effectively create, manage, and deliver cross-channel, cross-device digital experiences to their various constituents; measure the effectiveness of the experiences; and optimize the experiences based on analytical insights.
Organizations are increasingly turning to platforms such as IBM Digital Experience on Cloud to meet today's digital business requirements. As IDC's research has shown, organizations that use IBM Digital Experience have realized significant business benefits, including increased revenue and quicker time to market, reduced costs and improved staff productivity, and increased customer and employee engagement.
Join us in this live webinar to:
1. Hear directly from IDC on their latest IBM Digital Experience on Cloud Business Valuation report
2. See live demonstrations of the latest features that IBM Digital Experience on Cloud solutions can provide to companies looking to capitalize on their digital transformations
- Companies are facing challenges in managing greater volumes of less structured data, as 90% of data was created in the last 2 years, and adopting cloud platforms which impact architecture. This requires mixed database environments and new tools.
- Onomi offers a next generation database management service with highly skilled DBAs, high levels of automation, and outcome-driven and developer-friendly services to help enterprises address these changing data and platform needs.
- Onomi's services are designed to integrate with DevOps processes through features like dynamic outcome-based SLAs, customer control interfaces, and layering on automation while retaining skilled human expertise.
금융 서비스 부문은 극적인 디지털 트랜스포메이션을 겪고 있습니다.
경쟁적인 환경 속에서 급격히 변화하는 고객의 기대에 부응하기 위하여, 비즈니스 리더는 고객에게 제안할 새로운 디지털 가치를 혁신하고 개발해야 합니다.
트랜스포메이션을 위한 준비가 되셨나요? 본 가이드북에서 금융 서비스를 혁신하는 6가지 트렌드를 확인하실 수 있습니다.
What are the Innovative Mobility Solutions Driving Customer Interactions in A...Avaya Inc.
The document discusses challenges that financial services institutions (FSIs) face in providing customer service across multiple channels. Demanding customers and new technologies are forcing FSIs to improve their omnichannel approach. It outlines challenges such as an inability to track customers through interactions on different channels, fragmented customer data, and difficulties providing a full range of services across branches. The document promotes solutions from Avaya to help FSIs transform their customer experience and address challenges involving omni-channel contact centers, digital branches, biometrics, automation, and chatbots.
What are the Innovative Mobility Solutions Driving Customer Interactions in FSI?Avaya Inc.
Demanding and powerful consumers, increasing competitiveness, and advances in communications technology are forcing FSIs to take a comprehensive approach to customer service. Find out which technologies will reshape interactions for both FSIs and Customers.
4 Crucial Elements of a Safe School Environment Avaya Inc.
One of the top priorities for educators around the world is ensuring the safety of educational environments from any threat - cyber, environmental or physical. Take a look at four concerete ways you can proactively build a safer school.
For more on Avaya Safe School technology, visit http://bit.ly/23cJaOZ
Engage with your customers in the way they wantAvaya Inc.
In this presentation learn why it is essential to have a customer experience management system that enables you to engage with your customers in the right place at the right time. Learn More: http://bit.ly/1ikP7pz
The University of San Carlos in the Philippines upgraded their aging network infrastructure that was experiencing slow speeds, reliability issues, and regular downtime by standardizing on Avaya technology. This transformed their network performance, providing 1Gb connectivity to all users and increasing network availability from 60% to over 90%. Students and staff now enjoy a much richer experience with reliable access to high-bandwidth applications and virtual learning tools.
Avaya makes it possible for more employees to use video everywhere with more devices, greater ease of use and low total cost of ownership. New and enhanced high-quality, low-bandwidth video for desktop, mobile and conference rooms help drive deeper relationships and productivity against shared objectives. New endpoints (XT7100, XT4300, H175 HD Video Collaboration and E159/169 Media Stations) extend the reach of Avaya cloud offers including AvayaLive Video.
According to a new networking study authored by Avaya, 82% of network outages are caused by change errors to the core of the network, a byproduct of legacy networking complexity.
In this Avaya infograph, learn how embracing simplicity saves time, and money.
- The document is a summary of a market research report on customer experience management (CEM) programs.
- It finds that while 95% of businesses see CEM as important, only 57% have comprehensive CEM programs in place.
- Those with CEM programs see benefits like increased customer satisfaction, loyalty, and profits. However, 84% of those without programs face barriers, mainly different departments owning parts of the customer experience.
- It also shows gaps between what businesses can offer customers automatically through technology, versus rising customer expectations in areas like personalized service across channels.
Prairie View Networking Academy (PVNA) Embraces Powerful Avaya Networking Pla...Avaya Inc.
Prairie View A&M University (PVAMU), with an enrollment of some 8,500 students, is a historically African American university located northwest of Houston, TX. For students studying Engineering technology in Prairie View’s Roy G. Perry College of Engineering, the Prairie View A&M University Networking Academy (PVNA) offers skills and knowledge in the areas of telecommunications, computer networks and the data computing — preparing students for an industry that is fast-paced and rapidly evolving.
Driving Compliance through Real-time Speech Analytics Avaya Inc.
The document discusses Avaya's approach to using real-time speech analytics to drive compliance. It outlines challenges with current compliance practices that rely on lagging analytics and describes Avaya's solution to monitor calls in real-time and provide alerts to agents and supervisors. The solution is part of Avaya's collaboration environment and uses context engines to apply the right applications to calls. This enables real-time compliance monitoring and a context-aware customer experience.
The Rise of Supernetwork Data Intensive ComputingLarry Smarr
Invited Remote Lecture to SC21
The International Conference for High Performance Computing, Networking, Storage, and Analysis
St. Louis, Missouri
November 18, 2021
Implementations of Fused Deposition Modeling in real worldEmerging Tech
The presentation showcases the diverse real-world applications of Fused Deposition Modeling (FDM) across multiple industries:
1. **Manufacturing**: FDM is utilized in manufacturing for rapid prototyping, creating custom tools and fixtures, and producing functional end-use parts. Companies leverage its cost-effectiveness and flexibility to streamline production processes.
2. **Medical**: In the medical field, FDM is used to create patient-specific anatomical models, surgical guides, and prosthetics. Its ability to produce precise and biocompatible parts supports advancements in personalized healthcare solutions.
3. **Education**: FDM plays a crucial role in education by enabling students to learn about design and engineering through hands-on 3D printing projects. It promotes innovation and practical skill development in STEM disciplines.
4. **Science**: Researchers use FDM to prototype equipment for scientific experiments, build custom laboratory tools, and create models for visualization and testing purposes. It facilitates rapid iteration and customization in scientific endeavors.
5. **Automotive**: Automotive manufacturers employ FDM for prototyping vehicle components, tooling for assembly lines, and customized parts. It speeds up the design validation process and enhances efficiency in automotive engineering.
6. **Consumer Electronics**: FDM is utilized in consumer electronics for designing and prototyping product enclosures, casings, and internal components. It enables rapid iteration and customization to meet evolving consumer demands.
7. **Robotics**: Robotics engineers leverage FDM to prototype robot parts, create lightweight and durable components, and customize robot designs for specific applications. It supports innovation and optimization in robotic systems.
8. **Aerospace**: In aerospace, FDM is used to manufacture lightweight parts, complex geometries, and prototypes of aircraft components. It contributes to cost reduction, faster production cycles, and weight savings in aerospace engineering.
9. **Architecture**: Architects utilize FDM for creating detailed architectural models, prototypes of building components, and intricate designs. It aids in visualizing concepts, testing structural integrity, and communicating design ideas effectively.
Each industry example demonstrates how FDM enhances innovation, accelerates product development, and addresses specific challenges through advanced manufacturing capabilities.
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論文紹介:A Systematic Survey of Prompt Engineering on Vision-Language Foundation ...Toru Tamaki
Jindong Gu, Zhen Han, Shuo Chen, Ahmad Beirami, Bailan He, Gengyuan Zhang, Ruotong Liao, Yao Qin, Volker Tresp, Philip Torr "A Systematic Survey of Prompt Engineering on Vision-Language Foundation Models" arXiv2023
https://arxiv.org/abs/2307.12980
TrustArc Webinar - 2024 Data Privacy Trends: A Mid-Year Check-InTrustArc
Six months into 2024, and it is clear the privacy ecosystem takes no days off!! Regulators continue to implement and enforce new regulations, businesses strive to meet requirements, and technology advances like AI have privacy professionals scratching their heads about managing risk.
What can we learn about the first six months of data privacy trends and events in 2024? How should this inform your privacy program management for the rest of the year?
Join TrustArc, Goodwin, and Snyk privacy experts as they discuss the changes we’ve seen in the first half of 2024 and gain insight into the concrete, actionable steps you can take to up-level your privacy program in the second half of the year.
This webinar will review:
- Key changes to privacy regulations in 2024
- Key themes in privacy and data governance in 2024
- How to maximize your privacy program in the second half of 2024
Sustainability requires ingenuity and stewardship. Did you know Pigging Solutions pigging systems help you achieve your sustainable manufacturing goals AND provide rapid return on investment.
How? Our systems recover over 99% of product in transfer piping. Recovering trapped product from transfer lines that would otherwise become flush-waste, means you can increase batch yields and eliminate flush waste. From raw materials to finished product, if you can pump it, we can pig it.
Understanding Insider Security Threats: Types, Examples, Effects, and Mitigat...Bert Blevins
Today’s digitally connected world presents a wide range of security challenges for enterprises. Insider security threats are particularly noteworthy because they have the potential to cause significant harm. Unlike external threats, insider risks originate from within the company, making them more subtle and challenging to identify. This blog aims to provide a comprehensive understanding of insider security threats, including their types, examples, effects, and mitigation techniques.
INDIAN AIR FORCE FIGHTER PLANES LIST.pdfjackson110191
These fighter aircraft have uses outside of traditional combat situations. They are essential in defending India's territorial integrity, averting dangers, and delivering aid to those in need during natural calamities. Additionally, the IAF improves its interoperability and fortifies international military alliances by working together and conducting joint exercises with other air forces.
How RPA Help in the Transportation and Logistics Industry.pptxSynapseIndia
Revolutionize your transportation processes with our cutting-edge RPA software. Automate repetitive tasks, reduce costs, and enhance efficiency in the logistics sector with our advanced solutions.
Best Practices for Effectively Running dbt in Airflow.pdfTatiana Al-Chueyr
As a popular open-source library for analytics engineering, dbt is often used in combination with Airflow. Orchestrating and executing dbt models as DAGs ensures an additional layer of control over tasks, observability, and provides a reliable, scalable environment to run dbt models.
This webinar will cover a step-by-step guide to Cosmos, an open source package from Astronomer that helps you easily run your dbt Core projects as Airflow DAGs and Task Groups, all with just a few lines of code. We’ll walk through:
- Standard ways of running dbt (and when to utilize other methods)
- How Cosmos can be used to run and visualize your dbt projects in Airflow
- Common challenges and how to address them, including performance, dependency conflicts, and more
- How running dbt projects in Airflow helps with cost optimization
Webinar given on 9 July 2024
How Social Media Hackers Help You to See Your Wife's Message.pdfHackersList
In the modern digital era, social media platforms have become integral to our daily lives. These platforms, including Facebook, Instagram, WhatsApp, and Snapchat, offer countless ways to connect, share, and communicate.
BT & Neo4j: Knowledge Graphs for Critical Enterprise Systems.pptx.pdfNeo4j
Presented at Gartner Data & Analytics, London Maty 2024. BT Group has used the Neo4j Graph Database to enable impressive digital transformation programs over the last 6 years. By re-imagining their operational support systems to adopt self-serve and data lead principles they have substantially reduced the number of applications and complexity of their operations. The result has been a substantial reduction in risk and costs while improving time to value, innovation, and process automation. Join this session to hear their story, the lessons they learned along the way and how their future innovation plans include the exploration of uses of EKG + Generative AI.
Fluttercon 2024: Showing that you care about security - OpenSSF Scorecards fo...Chris Swan
Have you noticed the OpenSSF Scorecard badges on the official Dart and Flutter repos? It's Google's way of showing that they care about security. Practices such as pinning dependencies, branch protection, required reviews, continuous integration tests etc. are measured to provide a score and accompanying badge.
You can do the same for your projects, and this presentation will show you how, with an emphasis on the unique challenges that come up when working with Dart and Flutter.
The session will provide a walkthrough of the steps involved in securing a first repository, and then what it takes to repeat that process across an organization with multiple repos. It will also look at the ongoing maintenance involved once scorecards have been implemented, and how aspects of that maintenance can be better automated to minimize toil.
Are you interested in dipping your toes in the cloud native observability waters, but as an engineer you are not sure where to get started with tracing problems through your microservices and application landscapes on Kubernetes? Then this is the session for you, where we take you on your first steps in an active open-source project that offers a buffet of languages, challenges, and opportunities for getting started with telemetry data.
The project is called openTelemetry, but before diving into the specifics, we’ll start with de-mystifying key concepts and terms such as observability, telemetry, instrumentation, cardinality, percentile to lay a foundation. After understanding the nuts and bolts of observability and distributed traces, we’ll explore the openTelemetry community; its Special Interest Groups (SIGs), repositories, and how to become not only an end-user, but possibly a contributor.We will wrap up with an overview of the components in this project, such as the Collector, the OpenTelemetry protocol (OTLP), its APIs, and its SDKs.
Attendees will leave with an understanding of key observability concepts, become grounded in distributed tracing terminology, be aware of the components of openTelemetry, and know how to take their first steps to an open-source contribution!
Key Takeaways: Open source, vendor neutral instrumentation is an exciting new reality as the industry standardizes on openTelemetry for observability. OpenTelemetry is on a mission to enable effective observability by making high-quality, portable telemetry ubiquitous. The world of observability and monitoring today has a steep learning curve and in order to achieve ubiquity, the project would benefit from growing our contributor community.
UiPath Community Day Kraków: Devs4Devs ConferenceUiPathCommunity
We are honored to launch and host this event for our UiPath Polish Community, with the help of our partners - Proservartner!
We certainly hope we have managed to spike your interest in the subjects to be presented and the incredible networking opportunities at hand, too!
Check out our proposed agenda below 👇👇
08:30 ☕ Welcome coffee (30')
09:00 Opening note/ Intro to UiPath Community (10')
Cristina Vidu, Global Manager, Marketing Community @UiPath
Dawid Kot, Digital Transformation Lead @Proservartner
09:10 Cloud migration - Proservartner & DOVISTA case study (30')
Marcin Drozdowski, Automation CoE Manager @DOVISTA
Pawel Kamiński, RPA developer @DOVISTA
Mikolaj Zielinski, UiPath MVP, Senior Solutions Engineer @Proservartner
09:40 From bottlenecks to breakthroughs: Citizen Development in action (25')
Pawel Poplawski, Director, Improvement and Automation @McCormick & Company
Michał Cieślak, Senior Manager, Automation Programs @McCormick & Company
10:05 Next-level bots: API integration in UiPath Studio (30')
Mikolaj Zielinski, UiPath MVP, Senior Solutions Engineer @Proservartner
10:35 ☕ Coffee Break (15')
10:50 Document Understanding with my RPA Companion (45')
Ewa Gruszka, Enterprise Sales Specialist, AI & ML @UiPath
11:35 Power up your Robots: GenAI and GPT in REFramework (45')
Krzysztof Karaszewski, Global RPA Product Manager
12:20 🍕 Lunch Break (1hr)
13:20 From Concept to Quality: UiPath Test Suite for AI-powered Knowledge Bots (30')
Kamil Miśko, UiPath MVP, Senior RPA Developer @Zurich Insurance
13:50 Communications Mining - focus on AI capabilities (30')
Thomasz Wierzbicki, Business Analyst @Office Samurai
14:20 Polish MVP panel: Insights on MVP award achievements and career profiling
4. Not to Be Forgotten
Context: Our mission is unforgettable, serving enterprises
in the course of the essential and aspirational
NYC 311
• Response Agent: ~300
• Typical day: 55,000calls/day
• During Hurricane Sandy: 250K-300K calls/day
MTA
• 18 Radvision Scopia® virtual desktop war rooms set
up for executive staff at the MTA
• Over 1,000 hours of usage were logged in 3 days
5. From around the World
Top of Mind
Opportunity: Enable customers to navigate important industry transitions
Industry Initiatives Consumer Momentum
Next Wave
Productivity
SIP, Video
Enterprise:
Purpose Driven
Software Delivered
Consumerization
of Enterprise
BYOD, Mobile
Consumer
On-Ramp / Off-Ramp
Scale, Channels, Analytics
Application Driven
Network
Security & Integration
Virtualization
Cloud
6. WebRTC
Emerging Forces in Communications
SIP
1. Four forces
2. Markets will grow and overlap
3. Proprietary will yield
to open over time
4. Middleware will enable
coherence and support
5. WebRTC: On-ramp / Off-ramp
Application
Expressed
Communication
(Publish / Subscribe,
FaceBook)
Communication
Infrastructure
(Real time, switches,
store / forward)
Communication
Application
(Twitter)
Communication-
Enabled Business
Process (CEBP)
(SFDC, Oracle, SAP
integration)
Unified multi-channel communications via middleware
7. Risk
Complexity & Productivity
Capability
Value
Extensibility and Speed
Operational Challenges
• Proprietary divides
• Choices & dilemmas
• Integrations (vendor & generational)
• Interoperability
• Administrative burden
• Confluence of dependency
• Duration
• Surprise of aging assets
Hierarchy of PursuitComplexity of Transition
Includes but not limited to . . .
20. Helping Customers Meet the Challenges
Solutions
• Innovation momentum
• Roadmaps for both legacy and new products
• Complexity reduction
‒ Pricing, license portability
Investment Flexibility
• CapEx to OpEx trend
• Virtualization
• Cloud models
Video
• Fully scalable, low bandwidth, HD
• Lower TCO
• Multi-channel collaboration experience
• Microsoft Lync® client
Leadership and Organization
• Single sales / go-to-market organization
• Video – integration & specialists
• New Collaboration organization
‒ Reflects technology evolution
• New CIO
Client Experience: Services
• Managed Services
• Support Services
• Web adoption
• Ease of doing business
Small and Medium Enterprise
• Significant TCO benefits on IP Office
• Affordable Radvision Scopia®---- solutions
• Legacy and new technology bridging
21. Business Drivers
Transformation of Customer Care
Why Is Customer Care Important for Business Performance?
Business Performance Satisfaction Metrics
Service Delivery Performance Productivity and Automation
Gross Margin Key Cost Drivers
Online chats
resolved in <1 hour
New knowledge
articles / month
Views of
instructional videos
4.3
points
Backlog
Time to Ticket
Resolution
56% 17%
Restored
in 2 Hours (ER)
25%
CSAT 14%
NPS 38% Employee
Engagement
12%
Top
Performer
Retention
97.9%
Attrition
18%
<10%
Phone
volume
Electronic
Solutions
34%
28%
83%
1,600
179K
27%
1 Avaya Certified Specialist gross margin comparison – Q2 2012 vs. Q1 2013
22. New Tools for Customer Support
New Approach
to Support
• Vision: Agents work on new
problems only
• Single web portal handles all
customer issues via chat , avatar,
voice, video – all available thru the
website
• Total service outages and
immediate escalation of issues
now enabled thru web buttons for
fast agent access
Web Talk and Web Video provide
multi-media collaborative support
Immediate publishing of known solutions
Provides Better, Faster and More Intuitive Support Options for Customers
Multimedia knowledge base
makes known solutions easily
available to users
Avatar (Ava) and live chat enable
on demand access to live agents
23. Managed Services
• Existing strong partnership with customer’s
contact center team
• Enterprise division targets cost reduction in
operational and support by 40%
• Maintain high level of customer service
and operational efficiency
• Complex multi-vendor environment
Before
52K
UC Ports
15K
CC Agents
16
Servers 33
Sites
Contact Center
National Wireless Provider
24. Managed Services
160K
UC Ports
47K
CC Agents
82
Servers
4.5K
Conf. Bridge
Ports
145
Sites
After
Cost Savings
• No large upfront payment
• +15% immediate savings
• +18% overall 3-year TCO improvement
Productivity
• Free up customer resources for critical
projects
Simplification / Relevance
• Same Avaya Management Services team
• Multi-vendor support
• Additional value-added services
+ Enterprise
National Wireless Provider
Contact Center
25. HD Video Conferencing
• Long decision time
• Confined to room-based video
communication
• Struggle with vendor equipment, support
and the lack of features
• Limited video collaboration
• Significant time and money spent on
travel-related meetings
Before
26. HD Video Conferencing
After
Productivity
• Decision time cuts down to 5 min
• Ease of use – Video use from 3 per quarter
to “through the roof”
• ROI on travel savings - Time and money
Reach
• Internal – Interviews, company-wide
meetings, team collaborations
• External – Sales, marketing, product
development, CEO mentorship program
Simplification / Relevance
• Better equipment and support
• Mobile / BYOD
• Personalized experience
27. Contact Center
• Expensive and difficult to manage multiple
and report on contact centers and remote
agents
• Separate work groups manage separate
channels
• Lack call back capability
Before
5 M inbound calls
250 M white mail
2 M emails
45 M+
Subscribers
500+
Publications
4 Contact Centers
250 onsite agents
45 remote agents
28. Contact Center
After
Cost Savings
• $200K per year in headcount
• $190K per year in support and
management of multiple systems
Productivity
• From 86% to 98%
• Avg. handle time decreased 30s per trans.
Simplification / Relevance
• Multi-channel capabilities
• In-depth real time end-to-end reporting
and analytics
• Extended services by home agents
• Call back and outbound dialing
29. Avaya, a Trusted Network Partner to
Bring the World Together
Olympic Teams
80
Reporters and Media
3K
Volunteers
25K
TV Viewers
3Billion
Live Spectators
Millions
Internet Customers
Billions
Olympic Athletes
5.5K
Officials and Scorekeepers
Thousands
MobileNetworking Video
The official converged network equipment supplier
for the Sochi 2014 Olympic Winter Games
30. IAUG and Avaya – The Power of We™
Avaya will continue to help our partners to meet their challenges
We value our relationship and partnership
The Avaya team wants to hear from you!
Solutions available today can deliver exceptional value
Editor's Notes
NPS, CSAT, Backlog , Sev. 1 ER time to recovery improvements, attrition, Esat, margin improvement, (don’t show actual numbers for margin…this may go to customers)…phone volume reduction, Chat adoption, KM postings, # hits of video articles, AVA hits, ASA professionalish results (taking out unprofessional) SR time improvement, etc.
BackgroundCustomer HQ in Bellevue, Washington. A national provider of wireless voice, messaging, and data services with possible reach to > 290 million Americans. Approximately 36,000 employees. Customer ChallengesIT resources tied up managing day to day needs of their base UC and CC solutionInability to enhance competitive advantage by quickly shifting resources to critical leading edge projectsUnstable IT costsAvaya SolutionUnified Communication & Contact Center Managed Services (3 Yr. Agreement)160K UC Ports47K CC Agents82 Servers4.5K Conference Bridge PortsAvaya provides a single point of contact solution for management of UC & CC infrastructure. Allows customer and their IT Management teams time to focus on critical projects to grow their businessCompetitive DifferentiationFull multi-vendor supportCustomer-defined SLAsGlobally consistent deliveryFully ITIL-compliant processes and methodologyCustomer ValueLower and stable TCO, better resource utilization & operational flexibilityThis customer has consistently acknowledged the excellent customer service provided by their local AOS Management Team. “We have established a strong partnership to promote potential growth opportunities within the existing [Customer] environment.”
BackgroundCustomer HQ in Bellevue, Washington. A national provider of wireless voice, messaging, and data services with possible reach to > 290 million Americans. Approximately 36,000 employees. Customer ChallengesIT resources tied up managing day to day needs of their base UC and CC solutionInability to enhance competitive advantage by quickly shifting resources to critical leading edge projectsUnstable IT costsAvaya SolutionUnified Communication & Contact Center Managed Services (3 Yr. Agreement)160K UC Ports47K CC Agents82 Servers4.5K Conference Bridge PortsAvaya provides a single point of contact solution for management of UC & CC infrastructure. Allows customer and their IT Management teams time to focus on critical projects to grow their businessCompetitive DifferentiationFull multi-vendor supportCustomer-defined SLAsGlobally consistent deliveryFully ITIL-compliant processes and methodologyCustomer ValueLower and stable TCO, better resource utilization & operational flexibilityThis customer has consistently acknowledged the excellent customer service provided by their local AOS Management Team. “We have established a strong partnership to promote potential growth opportunities within the existing [Customer] environment.”
Background:In Marysville, OHManufactures branded consumer products for lawn and garden careNationwide 9K+ employees busy season; 5K off seasonInternal vs. external calls - 3:1 Before:Started out at Scott’s using third party calls and paying as they went – $3K-$5K per callDecided to have their own bridge – Hired LifeSizeStruggled with LifeSize equipmentBroad room setupA LifeSize endpoint with some rear projection screensKey decisions takes 2+ weeks (very slow)Video collaboration: 3 times a quarter Avaya Solutions:Original plan was to trade in LifeSize bridge or upgrade firmwareEnded up buying a full MCU with desktop license – so 2 bridgesLifeSize – poor support, the features they were sold on didn’t existTo the point where they won’t help b/c they’d say, ‘oh that’s the Radvision bridge…’ that they OEMdEnded up moving to Radvision- many more features (Robin: Do they still have 2 bridges? Are everything is RAD now?)Equipment:Radvision endpoints: ~10LifeSize endpoints: 32Polycom endpoints: Some~ 200 virtual rooms administered in Scopia iVew. Values & BenefitsVideo collaboration: “Thru the roof” from 3/Qtr (Do we have #s?)Set up “situational awareness room” (war room) – 1.5 years ago18 46” LCD monitors on the wallLarge video conferences (8-16 participants) a dozen times a weekMeetings: Cross functional; executives; cross theaters (EMEA, Canada, APAC)Decision making time cut from 2 weeks to 5 minutesHuge successfulBuilding a second one to be used at lower intensity / level but as a secondarySame campus building. Right now the first one is always being used. HR interviews, marketing meetings, regular 1:1 and team meetingsHD is used for a lot of marketing artwork checks with agenciesOne IT director lives in Austin – they use his Marysville office with a TV so he’s there even when he’s not thereHe’s known as “Virtual Tom” in the companyOn screen 9-5 each dayHugh ROI on travel - they are more than paid for their investment (No data as they did not specific track opportunity cost on travel/video)Company-wide meetingsPresenting china team awards via video instead of flying them to HQ.SpeakersExternal Calls:Team with local Universities (Texas A&M) on product developmentVideo with outside counsel for drought issues, mitigation issues, interviews, marketing agenciesCEO has mentors with other CEOs by using video callsCEO meets with clients/customers via video calls (Harvard university, crystal group, ajlaughly, etc.)Usually not the same person twice Future:More desktop video usage + sites that don’t have room systems - More sites comingLarger rollout with international business.Mobile piece is huge on the horizon - Possibly in two years will add an Elite Bridge. Use mobile on iPads for demosNeed to rebuild VPN add servers to DMZ to do that before it can really be done Potentially move to new aura licensing model when current lease expiresScopia iView integrates with google hangouts, facetime, etc. Testimony:CEO – likes having technology as long as it works. Sat in a meeting. Commented loudly how well it worked.He loves the video technology.His term of endearment was “good job, assholes” – which is a huge compliment from him.
Background:In Marysville, OHManufactures branded consumer products for lawn and garden careNationwide 9K+ employees busy season; 5K off seasonInternal vs. external calls - 3:1 Before:Started out at Scott’s using third party calls and paying as they went – $3K-$5K per callDecided to have their own bridge – Hired LifeSizeStruggled with LifeSize equipmentBroad room setupA LifeSize endpoint with some rear projection screensKey decisions takes 2+ weeks (very slow)Video collaboration: 3 times a quarter Avaya Solutions:Original plan was to trade in LifeSize bridge or upgrade firmwareEnded up buying a full MCU with desktop license – so 2 bridgesLifeSize – poor support, the features they were sold on didn’t existTo the point where they won’t help b/c they’d say, ‘oh that’s the Radvision bridge…’ that they OEMdEnded up moving to Radvision- many more features (Robin: Do they still have 2 bridges? Are everything is RAD now?)Equipment:Radvision endpoints: ~10LifeSize endpoints: 32Polycom endpoints: Some~ 200 virtual rooms administered in Scopia iVew. Values & BenefitsVideo collaboration: “Thru the roof” from 3/Qtr (Do we have #s?)Set up “situational awareness room” (war room) – 1.5 years ago18 46” LCD monitors on the wallLarge video conferences (8-16 participants) a dozen times a weekMeetings: Cross functional; executives; cross theaters (EMEA, Canada, APAC)Decision making time cut from 2 weeks to 5 minutesHuge successfulBuilding a second one to be used at lower intensity / level but as a secondarySame campus building. Right now the first one is always being used. HR interviews, marketing meetings, regular 1:1 and team meetingsHD is used for a lot of marketing artwork checks with agenciesOne IT director lives in Austin – they use his Marysville office with a TV so he’s there even when he’s not thereHe’s known as “Virtual Tom” in the companyOn screen 9-5 each dayHugh ROI on travel - they are more than paid for their investment (No data as they did not specific track opportunity cost on travel/video)Company-wide meetingsPresenting china team awards via video instead of flying them to HQ.SpeakersExternal Calls:Team with local Universities (Texas A&M) on product developmentVideo with outside counsel for drought issues, mitigation issues, interviews, marketing agenciesCEO has mentors with other CEOs by using video callsCEO meets with clients/customers via video calls (Harvard university, crystal group, ajlaughly, etc.)Usually not the same person twice Future:More desktop video usage + sites that don’t have room systems - More sites comingLarger rollout with international business.Mobile piece is huge on the horizon - Possibly in two years will add an Elite Bridge. Use mobile on iPads for demosNeed to rebuild VPN add servers to DMZ to do that before it can really be done Potentially move to new aura licensing model when current lease expiresScopia iView integrates with google hangouts, facetime, etc. Testimony:CEO – likes having technology as long as it works. Sat in a meeting. Commented loudly how well it worked.He loves the video technology.His term of endearment was “good job, assholes” – which is a huge compliment from him.
BackgroundMultiple mediums managed inefficiently – and manage an evolving space (moving to digital)Palm Coast Data handles over 500 publications with more than 45 million subscribersEach year they handle 4.5 million inbound phone calls 1.5 million e-mails and 250 million pieces of mail (invoices, renewals, gifts, and promotions)950 toll free numbers218 local numbers123 skill sets1117 email addresses250 CC agents45 remote agentsPain Points:Provide multimedia services and efficient contact performance for a wide range of clientsOperational inefficiencies to maintain competitive advantage as a contact center and fulfilment outsourcer - separate groups within the contact center to handle voice, e-mail, and other types of communicationsExpensive, Difficult to manage and report on, Multiple CCsSecurity issues with credit card compliance requirements (had to manually delete credit card info from emails – very labor intensive)Standalone email routing system that didn’t’ integrate with the call center.Huge amounts of paper mail that required manual sorting and handlingAvaya Solutions:Consolidation – moving from 4 CCs to one centralized location with extended services handled by home agents – driving significant cost efficienciesProductivity efficiency – having agents handle multiple contacts (Including voice, email, fax, web chat, SMS and scanned docs) with the ability to measure and manage through very detailed reporting – and offering complete service for their clientsAdded call back, remote overseas agents, and outbound dialing (all in a single system with a single agent desktop/reporting)Customer ValueConsolidation of call centers in Colorado, Illinois, and New York into one main contact center in FloridaExtended services now provided by numerous home agentsProductivity increased from 86% to almost 98% (a 12% increase) based on broad multimedia capabilities for blended agentsSavings of over $200,000 per year on additional staff to handle volume increases (absorb an increase of about 3,000 transactions per week during their busy holiday period without hiring additional staff)Reduction in support and management of multiple systems. Larger pool of agents to offer our clients. Greater features/functions/flexibility to offer our clients transactions. (Dollar support cost saving approx.. $ 80,000yr, system management reduction/savings approx. $110k yr)In-depth real-time reporting and analytics, with Remote Agent Observe functionality available to clients Competitive edge and customer satisfaction that results from offering a wide range of customized services made possible by Avaya Aura® Contact Center - provides comprehensive multimedia capabilities and major operational efficiencies E-mail, which arrives at a specific address or is initiated as a Web site transactionWeb chat, which is becoming a very important part of the contact center experience because of clients moving to digital content Scheduled call-back, which is a popular feature whereby Web site visitors can indicate when they will be available for an agent to call them Text messaging (SMS), which has also been tested and is ready to deploy for any client that may want to make it available to their customersScanning capabilities for the company’s heavy influx of “white mail” (traditional paper documentation) within the same contact center platform, which has become a very convenient and inexpensive way to support home workersWith multiplicity and blended agents, we see service levels increasing without adding additional staff for same number, or greater number, of transactions.With added agent tools like templates, suggestive response, for email and web chat transactions, our AHT has decreased between 20-30 seconds per transaction. Reducing overall transaction cost to us and providing uniform responses across the center no matter what agent handles.According to Jim Bradley, Director, Telecom/Network Services, it is essential for Palm Coast Data to remain on the leading edge of technology in order to supply its clients with features and services that support the challenges of their businesses. “For example, our clients in publishing face enormous challenges because everything is going digital,” Bradley stated. “Their businesses are changing, and we need to be ahead of the curve with multimedia technologies and the ability to develop custom applications so we can move with them and provide the services they need. For all of our clients, it’s also important to offer efficient, cost-effective approaches to interacting with customers who expect to be able to communicate in the mode that they prefer, be it voice, e-mail, fax, Web chat, or any other medium.” Operationally, Palm Coast Data needs the most efficient technologies available, in part because of their sheer volume. Each year they handle 4 1/2 million inbound phone calls, 1 1/2 million e-mails, and 250 million pieces of traditional mail (invoices, renewals, gifts, and promotions), and each day they sell about 150,000 transit fare cards. They manage over 900 toll-free numbers and about 1,200 various e-mail addresses for clients.Palm Coast Data updated their technology with Avaya Aura® Contact Center 6.2, which facilitates communication via voice and multimedia channels, to deliver a unified, efficient, and highly personalized customer contact experience. The solution includes Avaya Call Pilot (soon to be transitioned to Avaya Aura® Experience Portal) with an Avaya Communication Server 1000. Multimedia capabilities provide competitive advantage and strong customer satisfactionAccording to Bradley, “Being able to use skills-based routing and applying it across multiple types of contacts with Avaya Aura® Contact Center has been tremendously beneficial for us, both in terms of what we can offer our customers and in terms of our own operational efficiencies.” Bradley and his team have found there is vast flexibility to provide whatever services, either standard or custom, that a client wishes to utilize. Specific services offered include:• E-mail, which arrives at a specific address or is initiated as a Web site transaction• Web chat, which is becoming a very important part of the contact center experience because of clients moving to digital content • Scheduled call-back, which is a popular feature whereby Web site visitors can indicate when they will be available for an agent to call them • Text messaging (SMS), which has also been tested and is ready to deploy for any client that may want to make it available to their customers• Scanning capabilities for the company’s heavy influx of “white mail” (traditional paper documentation) within the same contact center platform, which has become a very convenient and inexpensive way to support home workers Bradley explained that to remain competitive, Palm Coast Data needs to demonstrate that they are able to provide clients with the latest technologies and services. He said, “It’s very meaningful to be able to offer them all of the services they might want to purchase, especially being able to open up all of the paths into the contact center that they want to give their customers.” Blended agents and home agents contribute to an efficient work flow strategyPreviously, Palm Coast Data had separate groups within the contact center to handle voice, e-mail, and other types of communications. Now they have the capability to use blended agents to handle voice, e-mail, Web chat, text messaging, faxes, and traditional mailed documents. This drives efficiency because when not on a voice call, an agent can be handling another modality such as e-mail. Then it’s possible to put an e-mail on hold to take a voice call, because voice takes priority.Similarly, the Web chat function helps to improve agent productivity because with Avaya Aura® Contact Center, an agent can manage up to five chat sessions at one time—although according to Bradley, typically not more than two are handled at a time. Bradley explained, “Chat sessions are facilitated by being able to see if the end user is typing and tabs that change color at the top of the agent’s desktop to indicate when a customer has responded. This is helpful because Web chats are often interrupted by customers being distracted temporarily, and during the down time, an agent can be occupied with another task.”Overall, the multiplicity that is achieved by blended agents has increased productivity from 86% to almost 98%. The blended agent scenario also increases employee satisfaction. “Agents who previously handled only telephone calls really enjoy being able to handle other types of transactions because it provides variety,” Bradley stated.Bradley has found that Avaya Aura® Contact Center also provides excellent supervisory functions. Supervisors run real-time displays in which they can see their own teams and the entire contact center. There are many filters for the display that provide broad customization capabilities. According to Bradley, “Some of the really huge benefits are being able to see if an agent is a blended agent that’s handling multiple transactions and being able to see an entry for each of the transactions that an agent is handling.”Cost savings through operational efficienciesPalm Coast Data has leveraged the capabilities of Avaya Aura® Contact Center to help reduce costs and deliver a significant short return on investment.For example, Bradley said that the contact center has found it has the flexibility to absorb an increase of about 3,000 transactions per week during their busy holiday period without hiring additional staff. “That,” he states, “represents a savings of about nine full-time salaries, which is over $200,000 annually.”Ease of management is one of the features of the Avaya Aura® platform that impresses Bradley the most. He was very surprised at how uncomplicated it was to deploy features such as Web chat and scheduled call-back. “The cost of managing this platform is very low because we don’t have to hire expensive programming talent to install new systems or perform moves, adds, and changes. Almost everything we need to do can be handled by our regular staff, quickly and easily.” Palm Coast Data has also achieved cost efficiencies by consolidating physical contact centers located in Colorado, New York, Illinois, and Florida into a single physical contact center in Florida. Extended services are now handled by home agents. Many of the home agents work part time on a flexible schedule, so they can be called upon to fill in when there is a sudden spike in volume, such as when a client runs a special promotion. Bradley explained, “This gives the managers in the center a lot more flexibility. Even if a promotion takes us by surprise, we can easily contact these people, ask them to jump on, and they can be working within minutes.”Some home agents handle e-mail and scanned materials such as standard “white mail.” Bradley commented that when school is in session, the company employs a number of students who are so efficient and tech-savvy they can do up to 65 or 70 e-mails or scanned documents per hour. In this way, the company is able to tap into a valuable, low-cost workforce.More accurate, real-time reporting Reporting that is built into the Avaya Aura® Contact Center solution is highly accurate because it adjusts to the agility inherent in a work flow that incorporates blended agents. For example, if a blended agent stops work on an e-mail to take a voice call, he or she puts the e-mail on hold and it is not “on the clock” until the agent returns to it and places it off hold.“The beauty of our reporting now is that it includes all of the functions that the contact center performs,” Bradley said. “It measures not only our inbound voice and Web chat functions, but the e-mail, scanned ‘white mail,’ and outgoing scheduled call-backs as well. As a result, we get an extremely accurate picture of everything in the contact center and can offer very detailed reporting to our clients.”One of the special features that Palm Coast Data can offer to clients is instant, real-time reporting to clients. “We have clients who appreciate being able to use their smartphones or other devices to follow the exact number of transactions that are taking place for their customers on a real-time basis,” Bradley explained. “For some of them, this is a very significant benefit.” Some clients also use the Remote Agents Observe feature, which enables them to dial in and listen to agents handling calls for their customer. There is built-in functionality to keep one client from hearing another client’s call.Customization and future readiness are critical to success Bradley stated that in many ways, his company is as much a technology development company as it is an outsourcer of contact center and fulfilment services. Bradley described the company’s approach to technology offerings:“From the telephone perspective, we ask our clients to take a look at the total phone calls and determine how they want it to be handled. Do they want a message at the front end of the call, a mid-queue message, specialized messages? Should an account number be inputted at the beginning of the call? Will there be a lot of customized auto responses? What level of self-service do they want to provide? What type of call routing will meet their needs? And so forth. Similarly with e-mail and Web chat, there are many variations that can be supplied. “We run a help desk and when something needs to be done, our client services group deals directly at the front end with our clients. They’ll receive a request to change an auto response or change messages or whatever they want to do. If they want to build an application to collect some specific information on a customer, we’ll build the application to ask the question, collect the data, store the data, and so forth. Ninety-nine percent of what we build we do ourselves. All the tools are available through the same access that you run the rest of the contact center with.”Currently, Palm Coast Data uses Avaya Call Pilot for front-end IVR functions and for messaging. However, Bradley is now in the process of preparing for the deployment of Avaya Aura® Experience Portal, which provides a single point of orchestration of all automated voice and multimedia applications across inbound phone or video, as well as outbound phone, e-mail, or SMS applications. He feels this will drive further efficiencies for Palm Coast Data’s clients through more sophisticated self-service functions, especially in the areas of e-commerce.Bradley concluded, “The Avaya Aura® Contact Center experience has been extremely valuable for Palm Coast Data because it provides everything we need to improve the capabilities and efficiencies that we can offer to our clients. We feel that we never have to say ‘no’ to anything that is needed by our clients or our staff. We have the equipment, applications, and support to maintain our competitive advantage for many years to come.”“The cost of managing this platform is very low because we don’t have to hire expensive programming talent to install new systems or perform moves, adds, and changes. Almost everything we need to do can be handled by our regular staff, quickly and easily.”—Jim Bradley, Director, Telecom/Network Services
BackgroundMultiple mediums managed inefficiently – and manage an evolving space (moving to digital)Palm Coast Data handles over 500 publications with more than 45 million subscribersEach year they handle 4.5 million inbound phone calls 1.5 million e-mails and 250 million pieces of mail (invoices, renewals, gifts, and promotions)950 toll free numbers218 local numbers123 skill sets1117 email addresses250 CC agents45 remote agentsPain Points:Provide multimedia services and efficient contact performance for a wide range of clientsOperational inefficiencies to maintain competitive advantage as a contact center and fulfilment outsourcer - separate groups within the contact center to handle voice, e-mail, and other types of communicationsExpensive, Difficult to manage and report on, Multiple CCsSecurity issues with credit card compliance requirements (had to manually delete credit card info from emails – very labor intensive)Standalone email routing system that didn’t’ integrate with the call center.Huge amounts of paper mail that required manual sorting and handlingAvaya Solutions:Consolidation – moving from 4 CCs to one centralized location with extended services handled by home agents – driving significant cost efficienciesProductivity efficiency – having agents handle multiple contacts (Including voice, email, fax, web chat, SMS and scanned docs) with the ability to measure and manage through very detailed reporting – and offering complete service for their clientsAdded call back, remote overseas agents, and outbound dialing (all in a single system with a single agent desktop/reporting)Customer ValueConsolidation of call centers in Colorado, Illinois, and New York into one main contact center in FloridaExtended services now provided by numerous home agentsProductivity increased from 86% to almost 98% (a 12% increase) based on broad multimedia capabilities for blended agentsSavings of over $200,000 per year on additional staff to handle volume increases (absorb an increase of about 3,000 transactions per week during their busy holiday period without hiring additional staff)Reduction in support and management of multiple systems. Larger pool of agents to offer our clients. Greater features/functions/flexibility to offer our clients transactions. (Dollar support cost saving approx.. $ 80,000yr, system management reduction/savings approx. $110k yr)In-depth real-time reporting and analytics, with Remote Agent Observe functionality available to clients Competitive edge and customer satisfaction that results from offering a wide range of customized services made possible by Avaya Aura® Contact Center - provides comprehensive multimedia capabilities and major operational efficiencies E-mail, which arrives at a specific address or is initiated as a Web site transactionWeb chat, which is becoming a very important part of the contact center experience because of clients moving to digital content Scheduled call-back, which is a popular feature whereby Web site visitors can indicate when they will be available for an agent to call them Text messaging (SMS), which has also been tested and is ready to deploy for any client that may want to make it available to their customersScanning capabilities for the company’s heavy influx of “white mail” (traditional paper documentation) within the same contact center platform, which has become a very convenient and inexpensive way to support home workersWith multiplicity and blended agents, we see service levels increasing without adding additional staff for same number, or greater number, of transactions.With added agent tools like templates, suggestive response, for email and web chat transactions, our AHT has decreased between 20-30 seconds per transaction. Reducing overall transaction cost to us and providing uniform responses across the center no matter what agent handles.According to Jim Bradley, Director, Telecom/Network Services, it is essential for Palm Coast Data to remain on the leading edge of technology in order to supply its clients with features and services that support the challenges of their businesses. “For example, our clients in publishing face enormous challenges because everything is going digital,” Bradley stated. “Their businesses are changing, and we need to be ahead of the curve with multimedia technologies and the ability to develop custom applications so we can move with them and provide the services they need. For all of our clients, it’s also important to offer efficient, cost-effective approaches to interacting with customers who expect to be able to communicate in the mode that they prefer, be it voice, e-mail, fax, Web chat, or any other medium.” Operationally, Palm Coast Data needs the most efficient technologies available, in part because of their sheer volume. Each year they handle 4 1/2 million inbound phone calls, 1 1/2 million e-mails, and 250 million pieces of traditional mail (invoices, renewals, gifts, and promotions), and each day they sell about 150,000 transit fare cards. They manage over 900 toll-free numbers and about 1,200 various e-mail addresses for clients.Palm Coast Data updated their technology with Avaya Aura® Contact Center 6.2, which facilitates communication via voice and multimedia channels, to deliver a unified, efficient, and highly personalized customer contact experience. The solution includes Avaya Call Pilot (soon to be transitioned to Avaya Aura® Experience Portal) with an Avaya Communication Server 1000. Multimedia capabilities provide competitive advantage and strong customer satisfactionAccording to Bradley, “Being able to use skills-based routing and applying it across multiple types of contacts with Avaya Aura® Contact Center has been tremendously beneficial for us, both in terms of what we can offer our customers and in terms of our own operational efficiencies.” Bradley and his team have found there is vast flexibility to provide whatever services, either standard or custom, that a client wishes to utilize. Specific services offered include:• E-mail, which arrives at a specific address or is initiated as a Web site transaction• Web chat, which is becoming a very important part of the contact center experience because of clients moving to digital content • Scheduled call-back, which is a popular feature whereby Web site visitors can indicate when they will be available for an agent to call them • Text messaging (SMS), which has also been tested and is ready to deploy for any client that may want to make it available to their customers• Scanning capabilities for the company’s heavy influx of “white mail” (traditional paper documentation) within the same contact center platform, which has become a very convenient and inexpensive way to support home workers Bradley explained that to remain competitive, Palm Coast Data needs to demonstrate that they are able to provide clients with the latest technologies and services. He said, “It’s very meaningful to be able to offer them all of the services they might want to purchase, especially being able to open up all of the paths into the contact center that they want to give their customers.” Blended agents and home agents contribute to an efficient work flow strategyPreviously, Palm Coast Data had separate groups within the contact center to handle voice, e-mail, and other types of communications. Now they have the capability to use blended agents to handle voice, e-mail, Web chat, text messaging, faxes, and traditional mailed documents. This drives efficiency because when not on a voice call, an agent can be handling another modality such as e-mail. Then it’s possible to put an e-mail on hold to take a voice call, because voice takes priority.Similarly, the Web chat function helps to improve agent productivity because with Avaya Aura® Contact Center, an agent can manage up to five chat sessions at one time—although according to Bradley, typically not more than two are handled at a time. Bradley explained, “Chat sessions are facilitated by being able to see if the end user is typing and tabs that change color at the top of the agent’s desktop to indicate when a customer has responded. This is helpful because Web chats are often interrupted by customers being distracted temporarily, and during the down time, an agent can be occupied with another task.”Overall, the multiplicity that is achieved by blended agents has increased productivity from 86% to almost 98%. The blended agent scenario also increases employee satisfaction. “Agents who previously handled only telephone calls really enjoy being able to handle other types of transactions because it provides variety,” Bradley stated.Bradley has found that Avaya Aura® Contact Center also provides excellent supervisory functions. Supervisors run real-time displays in which they can see their own teams and the entire contact center. There are many filters for the display that provide broad customization capabilities. According to Bradley, “Some of the really huge benefits are being able to see if an agent is a blended agent that’s handling multiple transactions and being able to see an entry for each of the transactions that an agent is handling.”Cost savings through operational efficienciesPalm Coast Data has leveraged the capabilities of Avaya Aura® Contact Center to help reduce costs and deliver a significant short return on investment.For example, Bradley said that the contact center has found it has the flexibility to absorb an increase of about 3,000 transactions per week during their busy holiday period without hiring additional staff. “That,” he states, “represents a savings of about nine full-time salaries, which is over $200,000 annually.”Ease of management is one of the features of the Avaya Aura® platform that impresses Bradley the most. He was very surprised at how uncomplicated it was to deploy features such as Web chat and scheduled call-back. “The cost of managing this platform is very low because we don’t have to hire expensive programming talent to install new systems or perform moves, adds, and changes. Almost everything we need to do can be handled by our regular staff, quickly and easily.” Palm Coast Data has also achieved cost efficiencies by consolidating physical contact centers located in Colorado, New York, Illinois, and Florida into a single physical contact center in Florida. Extended services are now handled by home agents. Many of the home agents work part time on a flexible schedule, so they can be called upon to fill in when there is a sudden spike in volume, such as when a client runs a special promotion. Bradley explained, “This gives the managers in the center a lot more flexibility. Even if a promotion takes us by surprise, we can easily contact these people, ask them to jump on, and they can be working within minutes.”Some home agents handle e-mail and scanned materials such as standard “white mail.” Bradley commented that when school is in session, the company employs a number of students who are so efficient and tech-savvy they can do up to 65 or 70 e-mails or scanned documents per hour. In this way, the company is able to tap into a valuable, low-cost workforce.More accurate, real-time reporting Reporting that is built into the Avaya Aura® Contact Center solution is highly accurate because it adjusts to the agility inherent in a work flow that incorporates blended agents. For example, if a blended agent stops work on an e-mail to take a voice call, he or she puts the e-mail on hold and it is not “on the clock” until the agent returns to it and places it off hold.“The beauty of our reporting now is that it includes all of the functions that the contact center performs,” Bradley said. “It measures not only our inbound voice and Web chat functions, but the e-mail, scanned ‘white mail,’ and outgoing scheduled call-backs as well. As a result, we get an extremely accurate picture of everything in the contact center and can offer very detailed reporting to our clients.”One of the special features that Palm Coast Data can offer to clients is instant, real-time reporting to clients. “We have clients who appreciate being able to use their smartphones or other devices to follow the exact number of transactions that are taking place for their customers on a real-time basis,” Bradley explained. “For some of them, this is a very significant benefit.” Some clients also use the Remote Agents Observe feature, which enables them to dial in and listen to agents handling calls for their customer. There is built-in functionality to keep one client from hearing another client’s call.Customization and future readiness are critical to success Bradley stated that in many ways, his company is as much a technology development company as it is an outsourcer of contact center and fulfilment services. Bradley described the company’s approach to technology offerings:“From the telephone perspective, we ask our clients to take a look at the total phone calls and determine how they want it to be handled. Do they want a message at the front end of the call, a mid-queue message, specialized messages? Should an account number be inputted at the beginning of the call? Will there be a lot of customized auto responses? What level of self-service do they want to provide? What type of call routing will meet their needs? And so forth. Similarly with e-mail and Web chat, there are many variations that can be supplied. “We run a help desk and when something needs to be done, our client services group deals directly at the front end with our clients. They’ll receive a request to change an auto response or change messages or whatever they want to do. If they want to build an application to collect some specific information on a customer, we’ll build the application to ask the question, collect the data, store the data, and so forth. Ninety-nine percent of what we build we do ourselves. All the tools are available through the same access that you run the rest of the contact center with.”Currently, Palm Coast Data uses Avaya Call Pilot for front-end IVR functions and for messaging. However, Bradley is now in the process of preparing for the deployment of Avaya Aura® Experience Portal, which provides a single point of orchestration of all automated voice and multimedia applications across inbound phone or video, as well as outbound phone, e-mail, or SMS applications. He feels this will drive further efficiencies for Palm Coast Data’s clients through more sophisticated self-service functions, especially in the areas of e-commerce.Bradley concluded, “The Avaya Aura® Contact Center experience has been extremely valuable for Palm Coast Data because it provides everything we need to improve the capabilities and efficiencies that we can offer to our clients. We feel that we never have to say ‘no’ to anything that is needed by our clients or our staff. We have the equipment, applications, and support to maintain our competitive advantage for many years to come.”“The cost of managing this platform is very low because we don’t have to hire expensive programming talent to install new systems or perform moves, adds, and changes. Almost everything we need to do can be handled by our regular staff, quickly and easily.”—Jim Bradley, Director, Telecom/Network Services