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Nortel 920-196 : BCM 50/200/400 Sales Engineering Exam

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Exam Number : 920-196
Exam Name : BCM 50/200/400 Sales Engineering
Vendor Name : Nortel
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TMC Labs Innovation Awards 2006: half II | 920-196 test dumps and Latest Topics

The TMC Labs Innovation Awards are now of their seventh year, and nevertheless TMC Labs is amazed on the chronic innovation being dropped at market in the contact middle space to increase working towards, enhance morale, reduce turnover, increase efficiency and cut back infrastructure application and hardware expenses. The TMC Labs Innovation Award’s sole purpose is to differentiate products and services which have enjoyable facets and that regularly aid to carve out a new market area of interest or beginning a style. This award is additionally about recognizing products and features with artistic and groundbreaking features their competitors’ solutions regularly lack.

TMC Labs researched each and every of the functions and at last arrived at their winners’ list. These winners had been posted in two materials with a view to accommodate their in-depth write-u.s.a.for the profitable solutions. half one of the most winners’ checklist became highlighted in the September 2006 issue of client [email protected] options. Congratulations to all of the winners.

MitelMitel consumer interaction Solutionshttp://www.mitel.com

Mitel’s (news - alert) client interplay solutions portfolio is pleasing in its means to goal the commercial enterprise and the small company contact facilities, scaling from 5 to thousands of agent seats. the brand new offering offers companies of any size with the flexibleness to put in force a contact core solution for their unique carrier necessities. The Mitel consumer interaction solutions portfolio is a twotiered offering that encompasses the Contact center enterprise edition and get in touch with middle enterprise version.

the brand new points of the Contact middle enterprise edition guide all forms of communique including voice, email, internet chat and fax. This scalable, resilient solution combines powerful communications systems, computerized name distribution (ACD) and a modular suite of function-rich, Webbased functions for streamlining contact center management and enabling advanced multimedia customer transactions.

Developed for particular person contact centers with 25 agents or much less, the Contact core business version is a value-positive, out-of-the-container answer that allows for purchasers to selected from a few functions in Mitel’s contact middle portfolio together with ancient reporting, precise-time monitoring, dynamic agent and queue control, monitor pops and intelligent messaging. The enterprise edition can scale up to healthy the needs of any dimension company.

The consumer interaction solutions portfolio is practically a “contact middle in a field.” It offers a very bundled solution that contains built-in multimedia routing, historical and realtime reporting, built-in forecasting, built-in personnel administration, integrated name accounting and integrated intelligent announcements: anticipated wait time, auto-attendant, display-pop of CRM and extra. This platform avoids “facts silos” (diverse databases for different products) via a single, industrial-electricity SQL database.

consumer interaction solutions changed into developed with .internet 2.0 and is the primary to deliver delicate cellphone expertise with ACD functionality and up-entrance advanced routing in keeping with company intelligence which is “fed” by the CRM database.

The protected soft cellphone elements monitor-pop, true-time presence and more desirable name manage. The delicate cellphone additionally features some time-saving capabilities together with speed dial, pre-programmed name forward destinations, a customizable user interface and sounds for telephone pursuits. that you may additionally opt for from an inventory of pre-configured account codes, contacts, a list of preconfigured “make busy” rationale codes and short key programming. The ACD gentle mobile helps first-contact decision by using enabling brokers to evade blind transfers by way of transferring calls directly to obtainable brokers they view in precise time, thereby decreasing situations of valued clientele having to repeat requests in a single name.

From the real-time displays that screen calls in queue, that you can simply drag a call on the reveal and movement that call to an alternate queue, a function that TMC Labs discovered to be somewhat enjoyable. in addition, that you would be able to appropriate-click the name to transfer it to another extension (or even to your self). additionally, the platform can determine your most essential purchasers and have them routed automatically to an agent.

All in all, the answer offers a good assortment of points and, in keeping with Mitel, consumer interaction solutions is the most budget friendly answer in its category.

Nexidia Inc.commercial enterprise Speech Intelligence 6.0http://www.nexidia.com

Nexidia (information - alert) business Speech Intelligence (ESI) 6.0 provides a scalable speech analytics solution the usage of a phonetic search engine that permits customers to extract actionable expertise from recorded audio property. it is a great solution to mine audio content material and bring central skills and intelligence to both industrial and executive companies.

Nexidia’s core Phonetic Search Engine is an open-techniques vocabulary retrieval device that both reduces the time and raises the accuracy of searches against big collections of recorded speech. exciting to Nexidia is that during the ingest procedure, audio files are marked in phonemes, the smallest unit of human speech. The Nexidia server ingests audio files to create a .PAT file (phonetic audio song), as a result marking the audio data so that they can be rendered phonetically searchable. Search phrases and queries are created and applied against these .PAT info. The outcomes of those searches and queries are then compiled and generated into dashboards, charts, trending and analysis experiences. the use of the Nexidia Replay function, these audio files will also be performed again and extra searched, enabling the enterprise to drill down into the intelligence contained in the recorded audio content, generating extra in-depth evaluation.

ESI 6.0 ensures correct results by means of featuring language fashions proficient on a wide variety of accents and dialects. Nexidia states that, compared to typical speech-to-text models that are closely stylish on dictionaries, ESI 6.0’s phonetic strategy offers a dramatically greater correct search analysis on all recorded audio. the quest and query functionality obtainable through ESI 6.0 not only finds words and phrases, however to make sure relevance, finds them in proximity to other content material, accordingly producing greater valuable results. The audio can immediately be performed and the influence will also be listened to in the context of the common file.

Nexidia’s phonetic search engine (PSE) is the simplest expertise that allows audio-video search through the use of phonemes. This makes it possible for the person to look on proper names, places, trade terms and jargon with out huge practicing and dictionaries. This powerful phonetic search engine offers important records from both poorquality audio, comparable to cell phones, and notable sources, akin to broadcast audio, and helps all audio variances, comparable to speaker’s age, gender, accent, language and dialect. Searches the usage of phoneme pattern matching are completed on all phrases and phrases together with blended words, proper names, slang, code phrases, nonstandard grammar patterns and ad-hoc use of distinct languages.

Nexidia’s know-how is terribly fast, indexing recorded audio at a speed 63 times sooner than the spoken be aware, developing practicable, in your price range solutions that make large volumes of audio searchable. Nexidia can render audio searchable with tremendously less hardware than other technologies.

Nexidia ESI can also be delivered as an on-demand service. Nexidia’s OnDemand managed carrier offering offers groups with the capacity to leverage Nexidia’s secure infrastructure to upload recorded audio for evaluation and reporting by means of an ondemand portal.

NortelNortel Contact middle 6.0http://www.nortel.com

Nortel (quote - news - alert) Contact core 6.0 (NCC 6.0) combines several items within the Nortel Symposium family unit, allowing businesses to faucet into the power of real-time multimedia collaboration the use of any gadget. NCC 6.0 is scalable and helps industry standards corresponding to SIP, but more vital, it is modular so it has all the merits of an all-in-one solution while allowing shoppers to purchase simply what they need.

Nortel Contact middle is less difficult to set up and adapt, significantly decreasing lifetime costs. moreover, NCC 6.0 brings together contact core, selfservice, unified messaging and multimedia collaboration into a native SIPenabled modular suite called Nortel functions center.

Nortel claims that NCC, up to now referred to as Symposium name center Server, became the first contact center product globally to offer abilities-based routing as a substitute of ACD. They also claim that Nortel Contact middle 6.0 is the primary contact middle to provide native SIP connectivity. Nortel Contact center 6.0 is an open, standardsbased solution that uses necessities like SIP and VoiceXML the place accessible, and additionally uses industry equipment such as the .net framework. as an instance, Nortel conversation manage Toolkit, the next-era CTI capacity which is essential to Nortel Contact core, reduces application integration time and fees with a well-recognized set of tools. The record era Wizard lets users immediately generate customized stories devoid of requiring database advantage.

NCC 6 is extremely scalable. A single node core can extend to a maximum of three,350 concurrent active agents, tackle sixty six,000 calls per hour, aid 1,000 ability sets with one hundred active skill sets per agent, and may develop to a digital contact middle that comprises 30 nodes for 100,000 agents total. additionally, NCC 6 integrates seamlessly with Nortel Contact Recording and Nortel best Monitoring, two key add-ons of any contact center. like all Nortel solutions, these are infrastructure- impartial, working in an IP, TDM or a hybrid network. Nortel Contact middle also works seamlessly with the full latitude of Nortel speech and self-carrier solutions, purposes and services. for instance, a corporate-vast licensing mannequin capability customers can install software license potential the place it makes feel for business continuity and lower can charge of ownership.

PegasystemsPega client manner Managerhttp://www.pega.com

Pegasystems’ (news - alert) customer system supervisor is a CRM application that delivers most effective-apply processes for consumer carrier, revenue and marketing. Pega consumer procedure manager offers an impressive aggregate of rules and manner administration capabilities that permit groups to unify their business dreams with their systems and operations.

Pegasystems has brought up that it provides the handiest CRM answer it really is constructed on a unified company process administration (BPM) and enterprise rules platform. as a result of this “smart” BPM foundation, the equipment can intelligently combine application features, simple business data and human initiatives into productive, streamlined customercentric techniques, and establishes and enforces advanced sets of guidelines that govern application habits and drive choice-making. These capabilities make advanced CRM tasks effortless to coordinate, track and analyze.

sophisticated work management services facilitate advanced routing, escalation and prioritization of work. With this platform, organizations can obtain intelligent consumer interactions that force profitability and build loyalty as well as perform one-anddone procedure automation that improves productivity and reduces expenses.

among the many intelligent interaction administration facets are predictive servicing capabilities that use real-time choices to dynamically change company processes based on company intent and business abilities, taking the guesswork out of managing customer relationships. The solution additionally elements function-based mostly and context-particular screen flows and dialog scripts to e book users through every consumer interplay and make sure consistency and excellent. A dynamic user interface gifts customer facts most effective when and the place the guidance is required, reducing training time and improving productiveness. The platform also facets true-time analytics to deliver perception into key performance indicators. organizations are capable of rapidly reply to changes in company ambitions and may all of a sudden deploy new CRM initiatives, measure their effectiveness and refine their approaches constantly for multiplied agility and return on investment.

clients have done measurable cost for their funding, together with enhanced consumer retention rates with the aid of 50 percent, enhanced first-name/contact resolution with the aid of 50 percent, reduced address time with the aid of eighty %, reduced guide steps by way of 60 p.c, accelerated crosssell/ upsell close charges by using 100%, enhanced time-to-market for brand new products and services through 50 % and decreased consumer practicing time via 50 %.

RightNow Technologieshttp://www.rightnow.comRightNow 8

RightNow eight is the existing free up of RightNow applied sciences’ (information - alert) flagship CRM solution. The hosted, ondemand answer optimizes the client experience via offering “expertise at the element of action” (or “KAPA”) throughout a firm’s frontline marketing, sales and service contact points. by making certain that valued clientele and body of workers have the suggestions they want after they want it, RightNow eight can generate giant can charge discounts.

RightNow 8 makes a speciality of valued clientele by means of the beginning of potential to frontline, consumer-dealing with body of workers to permit smarter, quicker and greater customerdriven behaviors throughout the business. in accordance with RightNow, “the focal point on KAPA across the frontline differentiates RightNow’s value proposition from widespread CRM, which has traditionally been limited to slender business challenges corresponding to earnings automation or returned-office market analytics.”

RightNow 8 carries three main modules: marketing, revenue and service. RightNow 8 advertising permits advertising groups to rapidly design and execute multi-stage campaigns and closely tune their effects. New points in the latest edition encompass support for extra granular segmentation, a document repository that simplifies management of content material across all campaign-linked activities, and enhanced Microsoft Outlook integration. RightNow eight sales allows earnings groups to without problems and efficaciously convert leads and opportunities into sales. It offers finished sales productivity tools, pipeline administration and reporting capabilities required to maximize team performance. New points in the latest edition consist of greater quote/idea technology, differentiated workflow for unqualified leads versus qualified opportunities, and more advantageous aid for cell Blackberry users. RightNow eight provider allows contact centers to bring a normally superior carrier event across all conversation channels and to substantially cut back operational expenses. New aspects in the latest edition consist of expanded search parameters, enhanced workflow design equipment and improved role-specific customization capabilities.

It also has modules for surveys as well as reporting and evaluation. RightNow 8 Analytics offers extremely amazing equipment for brief and easy advent of totally personalized reports and dashboards. RightNow eight Surveys makes it convenient to design, distribute and analyze the consequences of sophisticated surveys and include the consequences of these surveys into purchasers’ information.

one of the crucial pleasing elements is the solution’s subtle drag-anddrop interface customization capabilities, which is something you customarily see in consumer premise utility — no longer within an on-demand ambiance. The skill to combine-and-fit performance across accessories in a single console allows for for “blended” roles corresponding to inbound consumer carrier representatives who can also execute upsell/cross-sell transactions.

salesforce.com, inc.AppExchangehttp://www.salesforce.com

salesforce.com (quote - news - alert) is time-honored for its on-demand CRM application. The enterprise has now constructed a complete on-demand infrastructure on which firms can run their entire enterprise. It’s known as AppExchange. With AppExchange, any commercial enterprise can manage and share advice throughout their company. AppExchange OS, salesforce.com’s new on-demand working equipment, makes it possible for corporations to manipulate and share CRM and custom enterprise applications in a single ambiance — with one statistics model, one sharing mannequin and one user interface. tools are available to build it yourself, otherwise you can browse the AppExchange listing for communitybuilt, install-with-a-click apps ranging from price administration to purchasing to recruiting.

AppExchange lowers the limitations for builders to construct and distribute their own on-demand functions to the transforming into, global salesforce.com consumer base. With the equipment accessible on the AppExchange platform, even those corporations with out software construction potential can comfortably construct, retailer and share their on-demand purposes. salesforce.com leverages the latest internet building tools, corresponding to AJAX, personal home page and Ruby on Rails, offering the salesforce.com neighborhood with equipment to create new improvements akin to business “mash-ups” with different enterprise functions and widespread consumer cyber web functions.

AppExchange includes wonderful customization and integration toolkits, enabling virtually anybody to quite simply tailor the salesforce.com CRM application or construct totally new on-demand applications. clients also can right away construct integrations between salesforce.com and legacy applications or build more superior new functions with AppExchange API, salesforce.com’s web service structure. in keeping with salesforce.com, the AppExchange API is without doubt one of the most successful commercial enterprise web services APIs, dealing with greater than 45 percent of salesforce.com’s 2.6 billion transactions. Salesforce.com pointed out, “through proposing these equipment to the more than 15,000 builders in the AppExchange developer community, salesforce.com is extending the creativity that's general on the customer web to agencies for the first time. New ondemand functions starting from human materials, finance and prison operations can also be without problems built, saved and shared on the AppExchange.”

Spanlink CommunicationsSpanlink exceptional Managementhttp://www.spanlink.com

Spanlink (information - alert) best administration is a high quality monitoring gadget that captures each voice and screen undertaking for comfortably evaluating and enhancing agent performance. In a distinct method, Spanlink high-quality management application makes use of the processing vigor of the agent’s computing device to checklist and system the voice and screen transactions for efficiency comparison or compliance. This edgeoriented software structure minimizes hardware and bandwidth utilization in a dispensed or digital ambiance and provides greater scalability. as soon as the transactions are recorded, supervisors can review and ranking the transactions towards key performance metrics, which drives initiatives for pleasant advancements and practising.

Spanlink excellent management is the first compliance recording and pleasant management product to be “edgearchitected” for disbursed/virtual environments. area architecture has a couple of key advantages, including greater legitimate system efficiency (decreased server bloat, smarter network utilization, accelerated gadget skill and reduced capital and operating cost).

Spanlink satisfactory management turned into designed to deal with disbursed or virtual contact center environments and might without problems supply the facets they want for voice/monitor recording, assessment and training. Spanlink nice management is a component of a full suite of items constructed for VoIP, including agent productiveness/computer tools, supervisor KPI administration and collaboration equipment, group of workers optimization, self-provider and solution management tools.

because of the architecture, Spanlink first-class management is awfully positive for real-time contrast and analytics. It integrates tightly within the supervisor laptop to supply handy access to collaboration tools for coaching, evaluation and working towards, which is principally really helpful in multisite deployments where evaluators and agents can also now not be collocated.

The SAVO GroupSales Asset Managerhttp://www.savogroup.com

The aim of The SAVO neighborhood (news - alert) is to make use of expertise to Excellerate revenue drive execution through extra constant delivery of the appropriate messages and making the most powerful promoting substances available in real time. With an resourceful application designed for the front-line salesperson, The SAVO community provides hosted, ondemand income enablement solutions to consumers within the fiscal services, company capabilities, high tech and healthcare industries, amongst others.

SAVO’s revenue Asset supervisor (SAM) is an on-demand software that enables salespeople to without delay identify essentially the most effective “revenue belongings” (shows, documents, coaching aids, interior substances, and many others.) in accordance with a given earnings situation (client profile, solution, sales stage, methodology, competitive landscape, and many others.). via an automated survey of imperative criteria, SAM proactively recommends the most appropriate sales assets and leverages the criteria to make cross-promoting concepts early in the income procedure — a important element in a hit answer promoting. If vital, salespeople may additionally then rapidly customise revenue property whereas adhering to corporate requisites for excellent and consistency. SAVO’s technology leverages a 100% net-based mostly, multitenant, on-demand structure. SAM is developed utterly on .internet and is completely internet servicescompliant. additionally, the latest SAM 5.2 free up gives full seamless integration with salesforce.com.

according to The SAVO group, “while suggestions systems have at all times existed on the market in some form or an extra to shop belongings, these techniques have turned into dumping grounds for outdated messaging and materials. This consequences in clients losing numerous hours attempting to find upto- date, imperative substances, after which reducing and pasting them to fit their needs.” SAM, then again, leverages a “push” mannequin for content material delivery in preference to the legacy “pull” mannequin incorporated via many competing options. in keeping with The SAVO neighborhood, “as opposed to forcing salespeople to go on an “archeological dig” each time they need the existing govt presentation, case examine or teaching doc, SAM proactively recommends the most advantageous revenue property in accordance with the promoting situation. effectively mentioned, their philosophy is ‘stop looking, start selling.’”

advertising and product management groups leverage SAM to create, put up, maintain and analyze earnings belongings. by using an intuitive person interface, content material house owners can conveniently monitor earnings assets, make adjustments, define new suggestions and publish up-to-date messaging immediately and with no intervention from IT. via embedded analytics, advertising and marketing can instantly assess which belongings get used through the earnings firm and during which promoting situations. This true-time visibility drives ongoing development of the earnings property, further maximizing revenue effectiveness and advertising return on investment (ROI).

Toshiba TelecommunicationSystems DivisionStrata ACD call middle Solutionhttp://www.toshiba.com

Toshiba’s (news - alert) Strata ACD is an IP call core solution designed for small to medium-sized firms or bigger corporate clients with distinctive sites. The Stata ACD is compatible with Toshiba’s Strata CIX IP family unit of business communique options. Toshiba’s Media application Server is likely one of the first to use Host Media Processor (HMP) technology materials as a substitute for Intel Dialogic boards within the server. HMP does not require card slots, making the server more compact and extra within your means.

The Strata ACD is additionally the first and handiest to take potential of Toshiba’s FeatureFlex adaptability device, which allows clients to personalize their personal individual facets to aid them be extra efficient with their communications solution. FeatureFlex makes the substances of the equipment accessible to create new or blended features and functions. It enables enterprises to create user-definable elements companywide, via branch, or for particular person clients. For a name core, it allows the device to be linked to positive counsel materials, akin to inventory, shipping, returned-workplace tips, and so forth. it could also connect with online guidance comparable to climate, stock tickers, etc.

There are a few FeatureFlex modules purchasable. A one-quantity entry “discover-me” feature lets callers with ease locate you. an interesting name screening function permits users to deploy separate lists so incoming calls are routed in keeping with their rating. as an example, incoming calls from “chums” are always routed through, while calls from “foes” go directly into voice mail. name monitor is a “hear in” function that enables clients to take heed to voice messages as they're being recorded and pull the call out of voice mail, converting it to a are living call. call return is a pleasant usability feature that makes it possible for clients to hearken to voice mails in queue, return calls as they take heed to calls and return to the subsequent voice message in queue, all in the same telephone name.

The Strata ACD and reporting functions live on the Strata Media application Server (MAS), with autoattendant, voice mail, unified messaging, video conferencing and collaboration and a lot of different functions, making it a very not pricey add-on on the grounds that it shares the hardware platform.

Strata ACD is appropriate with all Strata CIX programs, making the CIX100 with Strata ACD cost-efficient for small purposes. it might even be networked throughout distinctive Strata CIX systems, enabling for use in larger name facilities. Toshiba’s Strata ACD is an IP solution that works with Toshiba’s IP telephones over Toshiba’s Strata CIX IP company communication answer. it might probably even be converged to add Toshiba’s digital telephones.

Verint techniques Inc.IntelliQualityhttp://www.verint.com

(news - alert) ultra IntelliQuality is an enterprise nice monitoring (QM) answer it really is the primary QM device to leverage assorted refined analytics applied sciences to create what Verint calls a “concentrated best monitoring process.” focused great monitoring comprises the use of analytics to intelligently deal with volumes of data in a quick and efficient manner by means of hunting for trends within the records that can uncover prior to now unknown actionable intelligence. by using combining speech, display and information analytics into one QM solution, IntelliQuality identifies the calls that matter most, facilitates more productive and in-depth assessment and generates actionable intelligence that the contact core and the business can use to increase key strategic areas. according to Verint, “through improving agent performance while concurrently extending the benefits of quality monitoring past the contact core, organizations are capable of obtain a better return on funding (ROI) from their QM initiatives.”

IntelliQuality’s embedded analytics instantly categorize and push the most critical calls to a wise Inbox for evaluation by means of a group of concentrated delivery guidelines. Leveraging Verint’s IntelliFind speech recognition technology, calls are pushed to the supervisor inbox in accordance with spoken dialog equivalent to customer complaints or firstcall decision. Verint IntelliScreen delivers calls to the supervisor inbox in response to agent laptop utility activity. furthermore, IntelliQuality seamlessly integrates with CTI movements. for example, if the supervisor is attracted to evaluating calls between two to 4 minutes with more than 50 seconds of hang time, they could set a rule in IntelliQuality to have a pattern of interactions within these parameters brought to their inbox instantly.

Verint is a infrequent company that has the technical understand-how to combine speech, display and records analytics applied sciences to provide a comprehensive satisfactory monitoring answer. Verint also leveraged their understanding of how contact middle managers and first-class gurus function to create an evaluator workspace it is conducive to efficiency. IntelliQuality’s multimedia kinds workspace permits excellent supervisors to evaluate synchronized voice and computer activity and fill out evaluation varieties in one vicinity. These customized evaluation types feature primary navigation and superior equipment corresponding to a multi-language spellchecker to make filling out types speedy and straightforward.

by way of its integration with IntelliMiner, IntelliQuality can also aid automatically calibrate supervisors throughout the contact core. by examining all evaluated calls, the deviations between all calls and certain situations such as time of day or particular person supervisor can also be instantly recognized and presented. for example, if contacts evaluated by a selected supervisor are scored larger normally, the platform can determine this trend.




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