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Nortel 920-804 : Technology Standards and Protocol for Converged Networks Exam

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Exam Number : 920-804
Exam Name : Technology Standards and Protocol for Converged Networks
Vendor Name : Nortel
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Nortel Technology guide

TMC Labs Innovation Awards 2006: part II | 920-804 cheat sheet and Latest Topics

The TMC Labs Innovation Awards are actually in their seventh 12 months, and nevertheless TMC Labs is amazed at the persistent innovation being delivered to market in the contact core house to enhance practicing, raise morale, in the reduction of turnover, boost efficiency and reduce infrastructure application and hardware charges. The TMC Labs Innovation Award’s sole intention is to distinguish products and capabilities which have unique features and that commonly help to carve out a new market area of interest or beginning a style. This award is also about recognizing items and services with creative and groundbreaking features their competitors’ options often lack.

TMC Labs researched each of the functions and at last arrived at their winners’ record. These winners had been posted in two elements in order to accommodate their in-depth write-usafor the winning options. part one of the winners’ list was highlighted in the September 2006 problem of customer [email protected] solutions. Congratulations to all the winners.

MitelMitel customer interaction Solutions

Mitel’s (information - alert) client interplay options portfolio is unique in its ability to target the enterprise and the small business contact centers, scaling from five to heaps of agent seats. the new providing provides companies of any measurement with the pliability to implement a contact core answer for his or her interesting carrier necessities. The Mitel customer interaction options portfolio is a twotiered offering that encompasses the Contact core business edition and call center enterprise edition.

the new features of the Contact middle business version assist all kinds of verbal exchange including voice, e mail, net chat and fax. This scalable, resilient answer combines powerful communications systems, automated name distribution (ACD) and a modular suite of function-wealthy, Webbased purposes for streamlining contact middle management and enabling advanced multimedia customer transactions.

Developed for individual contact centers with 25 brokers or less, the Contact core business edition is a cost-beneficial, out-of-the-field solution that enables purchasers to chose from a number of functions in Mitel’s contact center portfolio together with old reporting, real-time monitoring, dynamic agent and queue manage, monitor pops and intelligent messaging. The company edition can scale as much as healthy the needs of any measurement enterprise.

The consumer interaction solutions portfolio is practically a “contact center in a box.” It offers a totally bundled answer that contains built-in multimedia routing, ancient and realtime reporting, integrated forecasting, built-in personnel administration, integrated name accounting and built-in intelligent bulletins: anticipated wait time, auto-attendant, monitor-pop of CRM and greater. This platform avoids “statistics silos” (distinctive databases for distinct items) via a single, industrial-power SQL database.

client interaction options become developed with .internet 2.0 and is the primary to supply delicate cellphone technology with ACD functionality and up-entrance superior routing according to company intelligence which is “fed” through the CRM database.

The included smooth cellphone facets reveal-pop, true-time presence and better call manage. The soft cellphone additionally facets some time-saving capabilities together with velocity dial, pre-programmed call forward locations, a customizable person interface and sounds for phone events. which you can also opt for from an inventory of pre-configured account codes, contacts, an inventory of preconfigured “make busy” intent codes and quick key programming. The ACD soft telephone allows first-contact resolution by means of enabling agents to keep away from blind transfers by using transferring calls at once to purchasable agents they view in true time, thereby cutting back situations of valued clientele having to repeat requests in a single name.

From the actual-time monitors that screen calls in queue, that you could without problems drag a call on the display and stream that name to an alternative queue, a function that TMC Labs found to be rather pleasing. furthermore, that you can right-click the call to transfer it to a further extension (and even to yourself). additionally, the platform can identify your most important consumers and have them routed instantly to an agent.

All in all, the answer presents a pretty good collection of aspects and, in accordance with Mitel, client interaction options is probably the most cost-efficient solution in its type.

Nexidia Inc.commercial enterprise Speech Intelligence 6.0

Nexidia (information - alert) enterprise Speech Intelligence (ESI) 6.0 provides a scalable speech analytics solution the use of a phonetic search engine that permits clients to extract actionable expertise from recorded audio belongings. it is a very good answer to mine audio content material and bring primary expertise and intelligence to each industrial and government corporations.

Nexidia’s core Phonetic Search Engine is an open-programs vocabulary retrieval system that each reduces the time and increases the accuracy of searches towards huge collections of recorded speech. wonderful to Nexidia is that throughout the ingest method, audio info are marked in phonemes, the smallest unit of human speech. The Nexidia server ingests audio files to create a .PAT file (phonetic audio tune), as a result marking the audio information so that they can also be rendered phonetically searchable. Search phrases and queries are created and utilized against these .PAT info. The results of these searches and queries are then compiled and generated into dashboards, charts, trending and analysis experiences. using the Nexidia Replay function, these audio files can be played returned and extra searched, allowing the business to drill down into the intelligence contained within the recorded audio content material, generating greater in-depth evaluation.

ESI 6.0 ensures accurate outcomes via providing language models informed on a large choice of accents and dialects. Nexidia states that, in comparison to traditional speech-to-text models which are closely based on dictionaries, ESI 6.0’s phonetic method offers a dramatically more correct search analysis on all recorded audio. the hunt and query functionality obtainable through ESI 6.0 now not best finds phrases and phrases, however to make sure relevance, finds them in proximity to other content, therefore generating greater important results. The audio can automatically be played and the outcome can be listened to in the context of the customary file.

Nexidia’s phonetic search engine (PSE) is the most effective technology that allows audio-video search by using phonemes. This permits the person to search on suitable names, locations, trade phrases and jargon devoid of huge working towards and dictionaries. This powerful phonetic search engine promises important facts from both poorquality audio, such as cell phones, and brilliant sources, corresponding to broadcast audio, and supports all audio variances, corresponding to speaker’s age, gender, accent, language and dialect. Searches the use of phoneme trial matching are executed on all phrases and phrases including blended phrases, suitable names, slang, code words, nonstandard grammar patterns and advert-hoc use of diverse languages.

Nexidia’s technology is very quick, indexing recorded audio at a velocity sixty three instances quicker than the spoken word, developing practicable, reasonably-priced solutions that make tremendous volumes of audio searchable. Nexidia can render audio searchable with significantly less hardware than different applied sciences.

Nexidia ESI can even be delivered as an on-demand carrier. Nexidia’s OnDemand managed provider offering gives groups with the potential to leverage Nexidia’s relaxed infrastructure to add recorded audio for analysis and reporting via an ondemand portal.

NortelNortel Contact middle 6.0

Nortel (quote - news - alert) Contact center 6.0 (NCC 6.0) combines several items within the Nortel Symposium family, enabling businesses to faucet into the energy of true-time multimedia collaboration the use of any machine. NCC 6.0 is scalable and supports trade specifications reminiscent of SIP, however greater vital, it is modular so it has the entire advantages of an all-in-one solution whereas permitting purchasers to purchase just what they want.

Nortel Contact middle is easier to deploy and adapt, enormously decreasing lifetime fees. additionally, NCC 6.0 brings together contact core, selfservice, unified messaging and multimedia collaboration into a native SIPenabled modular suite referred to as Nortel applications middle.

Nortel claims that NCC, in the past called Symposium call middle Server, was the primary contact middle product globally to offer competencies-based routing instead of ACD. They additionally claim that Nortel Contact core 6.0 is the primary contact core to deliver native SIP connectivity. Nortel Contact center 6.0 is an open, standardsbased answer that makes use of requisites like SIP and VoiceXML the place attainable, and additionally makes use of trade tools such as the .internet framework. for instance, Nortel communication control Toolkit, the subsequent-generation CTI means which is integral to Nortel Contact center, reduces application integration time and charges with a well-known set of equipment. The report technology Wizard lets clients straight away generate custom studies without requiring database competencies.

NCC 6 is extremely scalable. A single node middle can expand to a maximum of 3,350 concurrent active agents, deal with 66,000 calls per hour, aid 1,000 ability sets with 100 energetic skill units per agent, and might grow to a digital contact middle that includes 30 nodes for 100,000 brokers total. additionally, NCC 6 integrates seamlessly with Nortel Contact Recording and Nortel nice Monitoring, two key components of any contact middle. like several Nortel options, these are infrastructure- impartial, working in an IP, TDM or a hybrid community. Nortel Contact core additionally works seamlessly with the complete latitude of Nortel speech and self-carrier solutions, purposes and features. as an instance, a corporate-vast licensing model capacity customers can install application license capacity the place it makes experience for business continuity and decrease charge of possession.

PegasystemsPega client method Manager

Pegasystems’ (information - alert) customer procedure supervisor is a CRM application that supplies most fulfilling-follow techniques for customer provider, sales and advertising. Pega consumer system manager provides a magnificent combination of rules and procedure management capabilities that allow businesses to unify their enterprise dreams with their systems and operations.

Pegasystems has brought up that it gives the best CRM solution it really is developed on a unified company manner management (BPM) and company rules platform. because of this “wise” BPM groundwork, the equipment can intelligently combine application features, elementary business facts and human projects into efficient, streamlined customercentric techniques, and establishes and enforces advanced units of suggestions that govern utility habits and drive choice-making. These capabilities make advanced CRM tasks convenient to coordinate, track and analyze.

refined work management capabilities facilitate advanced routing, escalation and prioritization of work. With this platform, groups can achieve intelligent client interactions that force profitability and build loyalty in addition to operate one-anddone manner automation that improves productivity and reduces costs.

among the many clever interaction administration features are predictive servicing capabilities that use true-time selections to dynamically alternate company techniques according to business intent and enterprise expertise, taking the guesswork out of managing consumer relationships. The solution also facets position-based and context-certain reveal flows and dialog scripts to book users through each customer interaction and ensure consistency and excellent. A dynamic user interface presents consumer statistics best when and the place the counsel is required, cutting back working towards time and enhancing productiveness. The platform additionally elements real-time analytics to deliver perception into key efficiency indicators. organizations are capable of at once reply to changes in enterprise ambitions and can rapidly set up new CRM initiatives, measure their effectiveness and refine their procedures at all times for extended agility and return on investment.

clients have done measurable cost for his or her funding, together with more suitable customer retention costs by 50 %, stronger first-call/contact resolution through 50 %, reduced handle time with the aid of 80 percent, reduced guide steps by way of 60 percent, accelerated crosssell/ upsell close costs by means of one hundred percent, superior time-to-market for brand new items and services with the aid of 50 % and reduced person practicing time by using 50 %.

RightNow Technologieshttp://www.rightnow.comRightNow eight

RightNow eight is the latest unlock of RightNow applied sciences’ (information - alert) flagship CRM solution. The hosted, ondemand solution optimizes the customer journey with the aid of delivering “potential at the element of action” (or “KAPA”) across a firm’s frontline advertising, revenue and repair contact points. by guaranteeing that valued clientele and team of workers have the tips they want after they need it, RightNow 8 can generate huge cost discounts.

RightNow 8 makes a speciality of customers via the start of talents to frontline, customer-dealing with body of workers to enable smarter, sooner and extra customerdriven behaviors throughout the business. in accordance with RightNow, “the focal point on KAPA across the frontline differentiates RightNow’s cost proposition from standard CRM, which has historically been limited to narrow enterprise challenges akin to earnings automation or lower back-workplace market analytics.”

RightNow eight incorporates three main modules: advertising, earnings and service. RightNow eight advertising allows advertising and marketing teams to straight away design and execute multi-stage campaigns and intently music their effects. New facets within the latest edition encompass support for extra granular segmentation, a doc repository that simplifies management of content across all crusade-linked actions, and superior Microsoft Outlook integration. RightNow 8 revenue makes it possible for sales teams to effectively and efficaciously convert leads and alternatives into revenue. It provides complete sales productivity equipment, pipeline management and reporting capabilities required to maximize crew efficiency. New aspects in the latest edition include enhanced quote/notion technology, differentiated workflow for unqualified leads versus qualified alternatives, and more advantageous assist for mobile Blackberry users. RightNow 8 carrier enables contact centers to deliver a at all times superior service experience throughout all communication channels and to substantially cut back operational charges. New aspects in the latest version include improved search parameters, enhanced workflow design tools and more advantageous function-selected customization capabilities.

It additionally has modules for surveys in addition to reporting and evaluation. RightNow eight Analytics offers tremendously potent equipment for short and easy introduction of absolutely personalized reviews and dashboards. RightNow 8 Surveys makes it effortless to design, distribute and analyze the outcomes of sophisticated surveys and include the outcomes of these surveys into valued clientele’ facts.

probably the most exciting facets is the answer’s subtle drag-anddrop interface customization capabilities, which is anything you usually see in customer premise utility — no longer within an on-demand ambiance. The potential to combine-and-suit performance across accessories in a single console permits for “blended” roles similar to inbound consumer service representatives who can also execute upsell/cross-promote transactions., inc.AppExchange (quote - news - alert) is customary for its on-demand CRM utility. The company has now constructed a complete on-demand infrastructure on which organizations can run their complete company. It’s known as AppExchange. With AppExchange, any business can manipulate and share assistance throughout their corporation. AppExchange OS,’s new on-demand working equipment, makes it possible for organizations to manage and share CRM and customized company functions in a single environment — with one statistics mannequin, one sharing mannequin and one user interface. tools can be found to build it your self, or you can browse the AppExchange directory for communitybuilt, install-with-a-click apps starting from rate administration to buying to recruiting.

AppExchange lowers the obstacles for builders to build and distribute their own on-demand functions to the turning out to be, global client base. With the equipment attainable on the AppExchange platform, even these corporations without software building knowledge can quite simply construct, save and share their on-demand functions. leverages the latest internet building tools, reminiscent of AJAX, personal home page and Ruby on Rails, offering the community with equipment to create new innovations akin to commercial enterprise “mash-ups” with other enterprise purposes and popular buyer cyber web services.

AppExchange includes extraordinary customization and integration toolkits, enabling essentially anyone to comfortably tailor the CRM application or build wholly new on-demand functions. clients also can directly build integrations between and legacy applications or build more superior new functions with AppExchange API,’s net service architecture. in keeping with, the AppExchange API is likely one of the most a success enterprise internet features APIs, handling more than 45 percent of’s 2.6 billion transactions. cited, “via proposing these equipment to the greater than 15,000 builders in the AppExchange developer network, is extending the creativity that is regular on the consumer web to businesses for the first time. New ondemand purposes starting from human substances, finance and legal operations will also be simply developed, saved and shared on the AppExchange.”

Spanlink CommunicationsSpanlink first-rate Management

Spanlink (information - alert) first-class management is a high quality monitoring gadget that captures each voice and screen undertaking for effectively evaluating and improving agent performance. In a different method, Spanlink first-rate administration application uses the processing vigour of the agent’s notebook to record and procedure the voice and screen transactions for efficiency contrast or compliance. This edgeoriented application structure minimizes hardware and bandwidth utilization in a dispensed or digital atmosphere and provides extra scalability. once the transactions are recorded, supervisors can evaluate and ranking the transactions in opposition t key performance metrics, which drives initiatives for first-class advancements and practicing.

Spanlink high-quality management is the first compliance recording and pleasant management product to be “edgearchitected” for distributed/digital environments. part structure has a few key advantages, including extra official system performance (decreased server bloat, smarter community utilization, accelerated system ability and decreased capital and operating fee).

Spanlink excellent management turned into designed to address distributed or virtual contact center environments and can with ease deliver the elements they need for voice/display recording, contrast and practicing. Spanlink best management is part of a full suite of items constructed for VoIP, including agent productivity/laptop tools, supervisor KPI management and collaboration tools, workforce optimization, self-carrier and solution management tools.

because of the structure, Spanlink first-class administration is awfully advantageous for precise-time assessment and analytics. It integrates tightly in the supervisor computing device to deliver easy access to collaboration tools for teaching, evaluation and practising, which is specially a good suggestion in multisite deployments the place evaluators and brokers may additionally now not be collocated.

The SAVO GroupSales Asset Manager

The intention of The SAVO group (news - alert) is to make use of technology to Boost revenue drive execution through extra constant delivery of the correct messages and making the strongest promoting substances purchasable in real time. With an imaginitive utility designed for the front-line salesperson, The SAVO neighborhood offers hosted, ondemand revenue enablement options to shoppers within the fiscal services, company functions, high tech and healthcare industries, among others.

SAVO’s income Asset supervisor (SAM) is an on-demand application that makes it possible for salespeople to straight away establish essentially the most advantageous “sales belongings” (displays, documents, coaching aids, internal materials, and many others.) based on a given income circumstance (consumer profile, answer, earnings stage, methodology, aggressive landscape, and so forth.). via an automatic survey of relevant standards, SAM proactively recommends the most appropriate earnings belongings and leverages the standards to make pass-promoting concepts early within the income method — a crucial aspect in a success answer selling. If integral, salespeople may also then rapidly customise revenue property while adhering to company standards for high-quality and consistency. SAVO’s expertise leverages a 100 percent net-based mostly, multitenant, on-demand structure. SAM is constructed entirely on .web and is completely net servicescompliant. moreover, the latest SAM 5.2 release gives full seamless integration with

in line with The SAVO group, “whereas assistance techniques have at all times existed available on the market in some kind or a different to keep assets, these methods have turned into dumping grounds for out of date messaging and materials. This outcomes in users losing countless hours looking for upto- date, vital substances, after which slicing and pasting them to healthy their wants.” SAM, nevertheless, leverages a “push” model for content material birth in preference to the legacy “pull” model incorporated via many competing options. according to The SAVO community, “as opposed to forcing salespeople to go on an “archeological dig” each time they want the latest government presentation, case examine or coaching doc, SAM proactively recommends the top-quality sales property based on the selling circumstance. effectively mentioned, their philosophy is ‘stop browsing, beginning promoting.’”

advertising and product management teams leverage SAM to create, publish, keep and analyze revenue assets. by using an intuitive person interface, content owners can effectively monitor sales property, make changes, define new rules and post updated messaging immediately and without a intervention from IT. through embedded analytics, marketing can immediately check which assets get used by using the earnings company and through which promoting situations. This actual-time visibility drives ongoing growth of the sales assets, further maximizing revenue effectiveness and advertising return on investment (ROI).

Toshiba TelecommunicationSystems DivisionStrata ACD name center Solution

Toshiba’s (news - alert) Strata ACD is an IP call core answer designed for small to medium-sized companies or bigger company users with dissimilar websites. The Stata ACD is appropriate with Toshiba’s Strata CIX IP family of company communication options. Toshiba’s Media utility Server is likely one of the first to use Host Media Processor (HMP) know-how components as a substitute for Intel Dialogic boards in the server. HMP doesn't require card slots, making the server greater compact and extra low-cost.

The Strata ACD is additionally the primary and simplest to take capabilities of Toshiba’s FeatureFlex adaptability tool, which makes it possible for users to customize their personal individual aspects to aid them be greater productive with their communications answer. FeatureFlex makes the resources of the equipment accessible to create new or blended features and functions. It permits enterprises to create user-definable aspects companywide, with the aid of department, or for individual users. For a call center, it makes it possible for the equipment to be related to helpful advice elements, such as stock, shipping, back-workplace assistance, etc. it may possibly additionally connect to on-line counsel similar to weather, inventory tickers, and so on.

There are a number of FeatureFlex modules available. A one-number entry “find-me” feature lets callers effortlessly find you. a captivating name screening function enables clients to installation separate lists so incoming calls are routed in accordance with their ranking. as an example, incoming calls from “friends” are always routed via, whereas calls from “foes” go directly into voice mail. call display screen is a “hear in” characteristic that permits clients to take heed to voice messages as they're being recorded and pull the name out of voice mail, converting it to a are living call. call return is a nice usability feature that permits users to listen to voice mails in queue, return calls as they take heed to calls and return to the next voice message in queue, all in the same cell name.

The Strata ACD and reporting applications dwell on the Strata Media application Server (MAS), with autoattendant, voice mail, unified messaging, video conferencing and collaboration and many other applications, making it a very within your means add-on when you consider that it shares the hardware platform.

Strata ACD is compatible with all Strata CIX programs, making the CIX100 with Strata ACD reasonable for small functions. it may well also be networked throughout varied Strata CIX programs, allowing to be used in larger call centers. Toshiba’s Strata ACD is an IP solution that works with Toshiba’s IP telephones over Toshiba’s Strata CIX IP company conversation solution. it may possibly even be converged to add Toshiba’s digital telephones.

Verint systems Inc.IntelliQuality

(news - alert) ultra IntelliQuality is an enterprise quality monitoring (QM) answer it truly is the primary QM device to leverage assorted sophisticated analytics applied sciences to create what Verint calls a “concentrated best monitoring method.” focused excellent monitoring includes using analytics to intelligently deal with volumes of records in a quick and effective manner by means of hunting for trends in the information that can uncover in the past unknown actionable intelligence. with the aid of combining speech, display and facts analytics into one QM solution, IntelliQuality identifies the calls that count number most, allows greater productive and in-depth evaluation and generates actionable intelligence that the contact core and the business can use to enrich key strategic areas. in keeping with Verint, “by using enhancing agent performance whereas simultaneously extending the benefits of fine monitoring past the contact center, corporations are able to achieve a stronger return on investment (ROI) from their QM initiatives.”

IntelliQuality’s embedded analytics instantly categorize and push the most important calls to a wise Inbox for contrast by means of a group of concentrated delivery guidelines. Leveraging Verint’s IntelliFind speech focus expertise, calls are pushed to the supervisor inbox in line with spoken dialog corresponding to customer complaints or firstcall resolution. Verint IntelliScreen can provide calls to the supervisor inbox in accordance with agent computing device software exercise. moreover, IntelliQuality seamlessly integrates with CTI pursuits. for example, if the supervisor is drawn to evaluating calls between two to 4 minutes with greater than 50 seconds of cling time, they can set a rule in IntelliQuality to have a pattern of interactions inside these parameters delivered to their inbox immediately.

Verint is a rare company that has the technical comprehend-how to combine speech, screen and statistics analytics applied sciences to provide a comprehensive exceptional monitoring solution. Verint also leveraged their knowing of how contact core managers and high-quality authorities function to create an evaluator workspace it really is conducive to effectivity. IntelliQuality’s multimedia varieties workspace enables best supervisors to review synchronized voice and desktop recreation and fill out contrast forms in a single location. These customized contrast kinds function primary navigation and advanced tools equivalent to a multi-language spellchecker to make filling out kinds quickly and straightforward.

via its integration with IntelliMiner, IntelliQuality can also help immediately calibrate supervisors throughout the contact center. by way of inspecting all evaluated calls, the deviations between all calls and selected situations comparable to time of day or individual supervisor will also be immediately recognized and offered. for instance, if contacts evaluated by way of a specific supervisor are scored bigger continually, the platform can identify this trend.

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