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3171T test - Avaya Enterprise Team Engagement Solutions (APDS) Updated: 2023

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Exam Code: 3171T Avaya Enterprise Team Engagement Solutions (APDS) test November 2023 by Killexams.com team

3171T Avaya Enterprise Team Engagement Solutions (APDS)

Exam Details for 3171T Avaya Enterprise Team Engagement Solutions (APDS):

Exam Specification:
- Number of Questions: The exam typically consists of multiple-choice questions, with a total of approximately 60 questions.
- Time Limit: The total time allocated for the exam is usually 90 minutes.
- Passing Score: The passing score for the exam varies, but it is generally set around 70% or higher.
- exam Format: The exam is usually conducted in a proctored environment, either in-person or online.

Course Outline:

The Avaya Enterprise Team Engagement Solutions (APDS) course covers the following key areas:

1. Avaya Team Engagement Solutions Overview:
- Introduction to Avaya Team Engagement Solutions
- Understanding the benefits of team engagement solutions
- Avaya portfolio and product offerings

2. Unified Communications and Collaboration (UC&C):
- Understanding UC&C and its components
- Avaya UC&C solutions and features
- Communication and collaboration tools
- Integration with other business applications

3. Contact Center Solutions:
- Introduction to contact center solutions
- Avaya contact center products and features
- Contact center routing and queuing
- Reporting and analytics in contact centers

4. Team Engagement Deployment and Management:
- Avaya solution design and deployment considerations
- Integration with existing infrastructure
- Team engagement solution administration and management
- Security and compliance considerations

5. Solution Selling and Customer Engagement:
- Understanding customer needs and requirements
- Solution selling strategies and techniques
- Customer engagement and relationship management
- Value proposition and ROI analysis

Exam Objectives:

The objectives of the 3171T exam are to assess the candidate's understanding of the following:

1. Avaya Team Engagement Solutions and its benefits.
2. Unified Communications and Collaboration (UC&C) solutions.
3. Contact center solutions and their features.
4. Deployment and management of team engagement solutions.
5. Solution selling strategies and customer engagement.

Exam Syllabus:

The exam syllabus for 3171T Avaya Enterprise Team Engagement Solutions (APDS) includes the following topics:

1. Avaya Team Engagement Solutions Overview
2. Unified Communications and Collaboration (UC&C)
3. Contact Center Solutions
4. Team Engagement Deployment and Management
5. Solution Selling and Customer Engagement
Avaya Enterprise Team Engagement Solutions (APDS)
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Avaya Enterprise Team Engagement Solutions (APDS)
Question: 108
All Avaya Aura System Manager redundancy options all can use two servers. Although a server is designed as primary
and another server is designed as secondary, it is possible to keep them in the active state at the same time.
In what conditions or deployment mode, you can make two servers running at the same time?
A. Geo-redundancy is deployed
B. Run in "Split WAN" mode
C. Run in high availability mode of deployment
D. Large deployment model with load balancing
Answer: B
Question: 109
Customers need Microsoft Exchange as a back-end voice message. Customers do not require solutions for geographic
redundancy, but require hardware redundancy. The customer has 8,000 users. Assuming that there are 60 users per port,
at least how many Avaya Aura Messaging Application Servers will be required to meet the requirements?
A. 2 Application Servers
B. 3 Application Servers
C. 4 Application Servers
D. 5 Application Servers
Answer: B
Question: 110
Avaya Aura Communication Manage (CM) can be used as part of the application layer (feature server mode), or
access layer (evolution serve mode) or access unit. The traditional PBX can provide four functions (routing, media
control, device registration, user function), Avaya Aura session Manager can also provide these features.
When the CM is deployed as a feature server, which of the following features is provided by the Session Manager?
A. Routing and media control
B. Routing and user functions
C. Routing and device registration
D. Media control and device registration
E. Media control and user functions
F. Device registration and user functions
Answer: C
Question: 111
How many SIP devices can be supported by one Avaya Aura Session Manager 7.0?
A. 100.000
B. 200,000
C. 250.000
D. 350,000
E. 400.000
Answer: D
Question: 112
You are designing a scenario that requires Avaya Aura and Microsoft systems to share internal status. Which of the
following products must be included in your program? (Please Select Three)
A. Avaya Aura System Manager
B. Avaya Aura Application Enablement Services (AES)
C. Avaya Aura Presence Services
D. Microsoft OCS/Lync
E. Avaya Agile Communication Environment (ACE)
F. Avaya Session Border Controller for Enterprise
Answer: ACD
Question: 113
Which of the following are restrictions on the Avaya Aura 7 Appliance Virtualization Platform (AVP) running on
A. Flexible virtualization is not allowed
B. Can only be deployed as Embedded Survivable Remote
C. Can only run Presence Services, Communication Manager
D. Can only be deployed as Embedded Main
Answer: A
Question: 114
Why does the Avaya Aura Presence Service Connector snap-in be deployed on a common EDP or cluster?
A. To provide information about the status of the connection to the EDP application development interface
B. To provide information about the status of the unique EDP
C. To provide an interface to connect to the Session Manager
D. To provide status information of Avaya Communicator for Windows
Answer: A
Question: 115
When AES accesses Communication Manager, what about the Communication Manager?
A. Communication Manager must be run as an Evolution Server
B. Communication Manager must be run as Feature Server
C. Communication Manager must be running on Avaya Aura Core
D. Communication Manager must be running in remote self-surviving mode
Answer: A
Question: 116
The customer has already installed the Engagement Development Platform (EDP) to support Presence. They decided to
add WebRTC snap-in to support the use of company web pages for calls. They also need Engagement Designer snap-
in to develop their own applications.
What is the minimum configuration to support this new snap-in?
A. Install two new EDPs for WebRTC and Engagement Designer
B. Install a new snap-ins on an existing EDP
C. Install Engagement designer on existing EDP and add new EDP for WebRTC
D. Install a new EDP for WebRTC and Engagement Designer
Answer: D
Question: 117
Avaya has established a branch in emerging markets in South Asia, where the general agent is negotiating with a
businessman who has a certain social relationship and can enhance Avayas market share in the country. Without the
approval of Avaya, the merchant proposed that the general agent made the payment of $ 1,000 USD to him in the
name of Avaya.
Is this action appropriate?
A. Appropriate. Because it can be through the appropriate "bribery" to promote the conduct of things, and in many
countries such acts do not violate the bribery law
B. Inappropriate. This is a violation of Avayas policy because it is done without the consent of Avaya
C. Not appropriate. The general agent violates Avayas anti-bribery policy
Answer: C
Question: 118
In Mourito local government project, Avaya cooperate with a local general agent. After winning the project, the
product is also shipped from abroad to Mouritos customs. This time it need a paperwork issued by the customsto let
the goods pass, but you need to wait for 7-14 days for this paperwork generally. The general agent think the project is
very urgent, so he self-assertion paid 150 dollars to a senior customs officer, in advance to get the instrument. The
general agent thinks that this was a very common and legitimate act in the area.
Does the general agent violate any rules and regulations?
A. No. It is conventional that the general agent paid this payment in Mourito, without violating the law of God.
B. Yes. The general agent violates Avayas business principles: never pay any form of "Commission"
Answer: B
Question: 119
Avaya Aura Conferencing 8 supports deployment in VMware environment. What is the correct description on the
OVA template?
A. OVA templates are available for small, medium and large deployments
B. OVA templates are only available for medium and large deployments
C. OVA templates are only available for small and medium deployments
D. OVA templates are only available for Turnkey deployment
Answer: B
Question: 120
AAMS has a variety of different licenses, for the CM AAMS "instance" license (each AAMS server needs one), there
are "channel" permission (each bar needs a link).
What are the ways in which these licenses are available?
A. The power suite license contains the "instance and system" license, and only the "channel" license needs to be
purchased separately
B. The "DSP channel" license is included in the Power suite license at a ratio of 1:10 and only the "instance and
system" license needs to be purchased separately
C. "instance and system" permission, as well as "channel" license need to be purchased separately
D. "DSP channel" license and "instance and system" license, included in the Power suite license at a ratio of 1:10
Answer: C
Question: 121
Avaya set up a branch in South Asias emerging markets. The company recruited partners engaged in promoting
government markets and selling products and services. During the contact process, the partners gave the two
government officials $230 USD each. Although these amounts did not certain government projects, they establish a
relationship in this market for Avaya.
Is this partner potentially violating the law and Avayas anti-bribery policy?
A. No violation. Because the partner did not bring the Avaya the ensured business, and the amount is indeed very little
B. Violation. Because the law and Avayas anti-bribery law prohibits that in the process of business, do the improper
action through any way to foreign government officials.
Answer: B
Question: 122
Your customers are seeking desktop telephones for their administrative staff. They are interested in supporting rich
audio and video collaboration features.
Would you recommend?
A. 9641
B. H175
C. E159
D. 9621
Answer: B
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Avaya Enterprise test - BingNews https://killexams.com/pass4sure/exam-detail/3171T Search results Avaya Enterprise test - BingNews https://killexams.com/pass4sure/exam-detail/3171T https://killexams.com/exam_list/Avaya How Avaya went from bankruptcy to CX market leader

Kathy Gibson reports from Gitex – Avaya has successfully emerged from bankruptcy to challenge for supremacy in the burgeoning customer experience (CX) market.

There’s a new spirit of optimism and passion at the company, with CEO Alan Masarek leading the charge.

“There is this tremendous trend towards customer experience,” he says. “And communications companies have to be driving it.”

Masarek believes Avaya is in pole position to do just this: “The company has a great asset base. It is already a leader in the contact centre and unified communications market, with some huge customers.

“In addition, it is an iconic brand – and it has global distribution.”

To seize the opportunity presented by the growing CX segment, Masarek says Avaya needed to complement its market leadership position with financial and business restructuring.

The company entered Chapter 11 of the US bankruptcy code in February this year, and emerged less than three months later, in May, with a very positive financial story to tell.

The $3,9-billion in debt has been written down to $800-million, with $650-million of that available as cash.

That achievement was possible because creditors bought into Avaya’s strategy and it’s vision for CX, Masarek says, and they believe that their returns will be greater on the equity than the debt.

Avaya has also delisted, so it’s been able to do its cost restructuring and operational changes as a private company.

This doesn’t mean its movements are shrouded in secrecy, though. “I like the transparency of being public,” Masarek says. “But our constituent is not Wall Street; it is our customers. So we do an annual report for our customers that brings the new company to life and lets us communicate with a level of transparency.”

This interactive report is live on the Avaya site.

In restructuring the business, the company has identified the directions its product development needs to take, and rationalised a number of older product lines, including some that harked back to the Nortel days.

“When you set an unambiguous product strategy on the one hand, and rationalise the product set on the other, the engineering group can focus and deliver on the roadmap quickly,” Masarek says.

“We have also become transparent about our plans and published our roadmap to demonstrate our reliability. We needed to do this to reclaim the confidence of our customers.”

Concurrently with that restructuring, Avaya has right-sized the cost structures and made several operational changes, with the result that the company’s profitability has been restored.

This is key, says Masarek: Avaya has traditionally reported good revenues, but profitability was lacking. Now, not only has it restored free cash flow but turns in a positive performance.

At the same time as the financials and product sets were being brought into line, the organisation was being restructured to support the strategy, and work is underway to revitalise the company culture.

“First we reset the go-to-market strategy in a way that we think is unique among our competitors,” Masarek says. “And this is to build it around our customers.”

Avaya counts some of the world’s largest organisations as its customers, with many of them on the books for as much as two decades, when the company was variously AT&T, Lucent and Nortel.

“These are large deployments,” Masarek points out. “And that customer set is modernising operations and moving to the cloud – but not like the SME world is. Theirs’ is much more of a gradual migration. So our go-to-market strategy of innovation without disruption is key.”

Avaya’s traditional solution set is in on-premise kit; its more latest offerings in the cloud are desirable but it’s simply not possible for large enterprises with massive investments in legacy equipment to do a rip-and-replace.

Avaya’s hybrid cloud options let customers move at their pace. They can layer their on-premise installations with innovations from the Avaya Experience Platform, allowing customers to connect how they want and giving employees the tools to meet customers’ needs.

When moving to the cloud, customers can first transition their current on-premises platform to Avaya Enterprise Cloud, keeping their familiar Avaya solution such as Avaya Aura Platform and Avaya Call Centre Elite in a dedicated instance on Microsoft Azure. That way there’s no disruption for customers and no training needed for employees. From there, they can easily modernise the customer experience by adding Avaya Experience Platform capabilities.

The Avaya Experience Platform helps organisations to maximise contact centre performance and connect to customers with seamless experiences across channels including voice, video, chat, messaging, and more.

Avaya Enterprise Cloud is essentially the legacy Avaya platform, running in a secure, flexible and personal cloud. Customers can expand their contact centre and unified communications as needed to extend their capabilities and communication channels.

“Customer service is how our enterprise customers compete,” Masaryk stresses, pointing out that CX needs to permeate the whole company.

“Where the industry is going, and where we are driving, is for CX to happen throughout the organisation in an omni-channel way. You can no longer think of solutions as just UC for the knowledge workers and contact centre solutions for the agents. We are not building yesteryear’s solutions, but permeating CX throughout the organisation.”

With very little competition in the on-premise space, Masarek believes Avaya has a good story to tell in helping the large, complex and sensitive industries customer set to transition to hybrid and full cloud when they are ready to do so.

“In almost any enterprise software category, large companies do not do a hot cut-over for anything,” Masarek says. “They don’t want to forklift their installation, but they do want to modernise. Whether they want to stay on-premise of jump all the way to multi-tenanted cloud – or any of the baby steps inbetween – we can do that with them.

“It’s about letting them choose their own journey, moving at their own pace.”
In this, Masarek believes Avaya has found its position in the market, with very little competition. “And this has resonated well with customers and partners.”

The final step in the company’s rebirth has been to revitalise the culture. Masarek has made a start in this direction by adding new executives in key functions and focusing on the recruitment and retention of talent throughout the organisation.

He is well aware of how difficult this turnaround can be, but tells believes culture is hugely important and so has set in place a strategy to achieve the change.

“First, we want to turn the company into a destination place to work, which is all about having a culture that attracts and retains the best talent. We will do this through rewards and recognition, through the corporate culture itself and through growth and development.”

Culture means a variety of things, he adds, from sustainability, inclusivity, the workspace themselves, staff wellbeing and inviting mutual respect.

“Being a destination place to work is fundamentally a personal thing and means different things to different people,” he adds, “However, it reflects itself in quantitative measures that we can track and ensure they Strengthen over time.

“But changing the culture only works if you walk the walk, and go after the opportunities that people believe in. People want to win, so they will get behind the strategy.”

Avaya has given itself eight quarters to reinvent itself and, five quarters in, Masarek is confident the company is making good progress.

“There is a sense of optimism – and the company feels different to me; people believe in it.”

Who is Alan Masarek?

Alan Masarek came out of retirement 14 months ago to lead the restructuring of Avaya.

His most latest position before that was a CEO and director of Vonage Holdings, from 2014 to June 2020. He led Vonage through its transformation from a VoIP-based residential phone provider into a global enterprise cloud communications company.

Before that, he was a director at Google from 2012, following Google’s acquisition of Quickoffice, where Masarek was the co-founder and CEO. Having set up the company in 2007, Quickoffice had 26-million registered users by the time Google took it over.

Wed, 18 Oct 2023 21:47:00 -0500 en-US text/html https://it-online.co.za/2023/10/19/how-avaya-went-from-bankruptcy-to-cx-market-leader/
Etisalat Joins Forces with Avaya to Provide End-to-End Enterprise Telephony Solutions and Enhanced services

Etisalat Joins Forces with Avaya to Provide End-to-End Enterprise Telephony Solutions and Enhanced services
The leading service provider in the region Etisalat and Avaya – the global leader in enterprise communications have announced today a partnership to provide enterprise IP telephony, unified communications and enhanced maintenance services which will deliver powerful productivity and cost saving benefits to medium & large companies in the UAE.
With today’s converged voice and data networks, companies discovering a whole new world of integrated business communications. The opportunities and impacts are clearly needed to keep a competitive edge, achieve higher operational performance and productivity and overall organizational effectiveness. Sometimes the challenges of maintaining and managing critical communication applications and multi-vendor systems require a fresh look at support options. It is for this reason; Etisalat and Avaya will offer a full menu of enhanced support services to assist businesses with these challenges. Choices range from initial design, site installation, configuration, testing as well as 24/7 X 365 proactive monitoring and maintenance of Avaya technology based solutions.
As industry analyst NICK LIPPIS explains: “services providers have the skill sets to troubleshoot a converged network and even prevent problems before they impact network performance, a good maintenance services provider delivers a value that probe for lower costs, increased reliability, security and help a business avoid communications down time”.
“Etisalat has identified an opportunity in the market to comprehensively manage the telephony needs of the region’s enterprises, enabling them to reap the benefits of the latest communications solutions from Avaya without the complexity of deploying and managing these networks themselves,” said Abdulla Hashim, VP, Enterprise Solutions, Etisalat.
 “Partnering with Etisalat provides Avaya with the opportunity to assist a broader range of enterprise customers in the UAE by helping them to increase productivity, decrease costs, and achieve greater flexibility with their communications networks,” explained Nidal Abou-Ltaif, Area VP for Avaya in the Middle East, North Africa, and Turkey, who added “Avaya’s partnership with the region’s largest service provider will deliver maximum availability and superior performance to Etisalat enterprise customers who can then focus on their core business strategies knowing that their communications networks are secure and reliable.”

Thu, 19 Oct 2023 12:00:00 -0500 en text/html https://www.albawaba.com/news/etisalat-joins-forces-avaya-provide-end-end-enterprise-telephony-solutions-and-enhanced-service
Depression Test

At times everybody gets down in the dumps, but if life is consistently getting you down and your lows are making it hard to function, you may be depressed. Find out whether your slump is critical with this depression test. This assessment is designed to determine whether you presently have, or are at risk for developing a depressive disorder, along with assessing whether your mindset makes you more prone to depression. Examine the following statements and indicate how well it describes you or how often you feel that way.

After finishing this test you will receive a FREE snapshot report with a summary evaluation and graph. You will then have the option to purchase the full results for $4.95

This test is intended for informational and entertainment purposes only. It is not a substitute for professional diagnosis or for the treatment of any health condition. If you would like to seek the advice of a licensed mental health professional you can search Psychology Today's directory here.

Sun, 18 Jun 2023 00:31:00 -0500 en-US text/html https://www.psychologytoday.com/us/tests/health/depression-test
Relationship Attachment Style Test

From early on in life, we develop an attachment to our primary caregivers that tends to remain constant. This attachment style has a profound effect not only on our emotional development, but also upon the health of our relationships. The main attachment styles covered in this test are Secure, Anxious-Ambivalent, Dismissive-Avoidant, Fearful-Avoidant, Dependent, and Codependent. Find out what your style is and how it affects your relationships by taking this test.

Examine the following statements and indicate to what degree they are true of you. In order to receive the most accurate results, please answer each question as honestly as possible.

After finishing this test you will receive a FREE snapshot report with a summary evaluation and graph. You will then have the option to purchase the full results for $6.95

This test is intended for informational and entertainment purposes only. It is not a substitute for professional diagnosis or for the treatment of any health condition. If you would like to seek the advice of a licensed mental health professional you can search Psychology Today's directory here.

Thu, 02 Nov 2023 16:44:00 -0500 en-US text/html https://www.psychologytoday.com/us/tests/relationships/relationship-attachment-style-test
Avaya Inc

About Avaya Inc

Avaya provides solutions to enhance and simplify communications and collaboration, including unified communications and contact center solutions. The company focuses on cloud communications and a multi-cloud application ecosystem to deliver digital workplace and customer experience infrastructure for clients in approximately 191 countries worldwide. Avaya customers include global companies like American Express, Apple, Barclays, Bank of America, Comcast, Citigroup, CVS/Aetna, GE, General Motors, MetLife, UPS, Walmart and more, along with SMB and mid-market organizations across a variety of indu... Read More

Avaya provides solutions to enhance and simplify communications and collaboration, including unified communications and contact center solutions. The company focuses on cloud communications and a multi-cloud application ecosystem to deliver digital workplace and customer experience infrastructure for clients in approximately 191 countries worldwide. Avaya customers include global companies like American Express, Apple, Barclays, Bank of America, Comcast, Citigroup, CVS/Aetna, GE, General Motors, MetLife, UPS, Walmart and more, along with SMB and mid-market organizations across a variety of industries. Avaya went public via and IPO in January 2018 and now trades as Avaya Holdings, under the ticker AVYA. Read Less

Related People & Companies

Tue, 16 Feb 2021 09:59:00 -0600 en text/html https://www.forbes.com/companies/avaya-inc/
Plutora announces new CD Pipeline for test management

The continuous delivery management company Plutora wants to streamline enterprise test environment management in its latest release. The company announced the new CD Pipeline functionality as part of its Plutora Environments solution.

Plutora Environments is a pre-production environment management solution for enterprise IT. The new functionality enables teams to manage multiple test environments as well as provide visibility, traceability and control.

According to the company, many businesses are wasting billions of dollars due to poor test environment management. Software is changing the world of enterprise, meaning businesses who are not traditionally software companies have to now balance a mixture of technology and software development methodologies as well as speed and control, Plutora explained. What ends up happening is a lack of visibility into specialized tools that results in an inability to assess and reduce schedule risk across multiple pipelines. This leads to an inability to identify new code changes, and inefficient handoffs from development to test.

“Enterprise test environment management encompasses a complex range of components and architectures, but traditionally there has not been a solution that provides a consolidated view of environment availability, usage and configuration detail. Without this view, large enterprise customers who can have up to thousands of test environments, struggled to avoid conflicts and mis-configurations, leading to significant financial loss for the business, which can total billions of dollars yearly,” the company said in a statement.

The new CD Pipeline functionality is designed for quality assurance teams, test environment managers and release managers.

For QA teams and test environment managers, the solution enables teams to associate new code commits with features or fixes; ensure accuracy to test coverage; trace updated code to fix defects; assign test cases; and automatically link change requests to test cases.

For release managers, CD Pipeline provides the ability to monitor product quality, highlights how new code is progressing, and provides traceability of test cases and results.

Fri, 03 Nov 2023 02:51:00 -0500 en-US text/html https://sdtimes.com/cd/plutora-announces-new-cd-pipeline-test-management/
Best DNA Test for 2023

The three services above are our top choices for the best DNA test. But they weren't the only ones we tested. What follows are some additional options, none of which eclipsed the 23andMe, Ancestry or FamilyTreeDNA in any significant fashion. 



MyHeritage offers a free tier of service that includes some basic family tree-building and access to excerpts of historical documents. It also includes a report of your genetic makeup across the company's 42 supported ethnicities, the identification of relatives and connections to them where possible. 

We found MyHeritage's user interface far less intuitive and more difficult to navigate than others. It's one of the few companies to offer a comprehensive research database of historical documents, DNA analysis and health screening -- we found the integration among them to be a bit clumsy. In 2018, MyHeritage committed a security breach, exposing the email addresses and hashed passwords of more than 92 million users.

Living DNA

Living DNA

LivingDNA divides its offerings in a different way than others. The $99 Full Ancestry DNA kit provides an overview of your ancestry in 150 geographical regions and information about maternal and paternal haplogroups and access to the company's genetic matching tool. The $120 "wellbeing package" includes reports about your physiological compatibility with vitamins, foods and exercise. And the $179 Wellbeing and Ancestry gives you all of it.

Despite. not selling or sharing data, the company has a very limited family match database; a company representative declined to deliver me a specific number but said that it contained less than 1 million profiles. So, if you're looking to identify and make connections with relatives, there are better choices in the market. 

Whole genome sequencing

There are a number of companies -- including Full Genomes, Veritas Genetics, Nebula Genomics and Dante Labs -- that can sequence all of your DNA, otherwise known as your genome. This level of analysis is appropriate for advanced users only. Not only is it expensive -- these tests can run into the thousands of dollars, in some cases -- it requires a sophisticated understanding of both genetics and a range of technical tools required to explore and interpret your results. The least expensive whole genome tests cost about $300

For most people, the main rationale for sequencing the whole genome is to dive deep into your genetic health outlook. You can glean your personal risk factors for diseases, drug sensitivities and your status as a carrier; that is, what you might pass on to your kids. All of these efforts can also be undertaken -- to a less intense degree -- with some of the more affordable options outlined above. We suggest starting with Nebula Genomics. You can also upload an existing DNA sequence from Ancestry or 23andMe's DNA database and get Nebula's reports at a reduced price. 

Wed, 12 Aug 2020 07:30:00 -0500 en text/html https://www.cnet.com/health/medical/best-dna-test/
Gitex Global 2023: Motul looks to deliver ‘effortless’ experiences in cloud comms

Ensuring smooth running is literally the business of oil and lubricants company Motul, and it is now applying this principle across its communications estate, looking to deliver “effortless” experiences for its customers and employees through a range of touchpoints after adopting a suite of cloud-based communications solutions.

Founded in 1853, Motul is a French company with an international footprint. It specialises in the formulation, production and distribution of high-performance lubricants for engines such as two-wheelers, cars and heavy-duty vehicles, as well as for its industrial activity through its Motul Tech entity. The company has a reputation for its capacity to provide state-of-the-art synthetic lubricants, introducing in 1971 the very first 100% synthetic multigrade lubricant, Motul 300V.

As part of its plan to create and track new key performance indicators (KPIs) that have helped the company evolve its customer service processes, Motul is now running the Avaya Experience Platform cloud contact centre solution to make it easier to connect the right agents with customers through voice, video, chat, messaging and more. This is integrated with Avaya Cloud Office by the RingCentral cloud-based communications solution, which enables more than 400 global employees to collaborate across borders.

The two solutions are fully integrated, enabling information to flow smoothly between the front and back offices. Agents are given improved access to subject matter experts, making it easier for Motul to resolve complex customer queries. Agents that have hybrid responsibilities between customer service and admin can navigate easily between the two solutions.

“Our business development relies heavily on our close relationship with our customers. And communications play a key role internally as well as externally. With Avaya Cloud Office and Avaya Experience Platform, we’re able to communicate and collaborate much more effectively,” explained Motul CIO Mathieu Blin.

“We were willing to switch to the cloud-based infrastructure for the features that we got in return. Giving our colleagues a single, unified platform that’s common across every office, in every geography, means we’re able to share information seamlessly and act on it quickly. Now, we have a strategic approach to Strengthen our customer experience, reinforce our competitivity and secure our success in the long term. We’re confident in the ability of Avaya’s technology to meet our customers’ contact preferences.”

As an existing Avaya customer, Motul was able to implement the cloud-based solutions without disruptive technology upgrades or extensive employee training, enabling the company to realise faster time to value from the new capabilities. Avaya Experience Platform also delivers advanced analytics, and reporting is said to have helped Motul create and track new KPIs that have helped the company evolve its customer service processes.

Avaya believes the solution’s ability to integrate easily into Motul’s customer relationship management applications has made the roll-out of these KPIs “pain-free”.

“Motul has thrived for over 150 years thanks to its culture of putting customer connection at the very heart of its drive for excellence,” said Nidal Abou-Ltaif, senior vice-president, global head of sales, and president of Avaya International. “We’re proud to be helping the company continue with its people-first values as its customers and workforce move into the digital realm.” 

Wed, 18 Oct 2023 01:33:00 -0500 en text/html https://www.computerweekly.com/news/366555832/Gitex-Global-2023-Motul-looks-to-deliver-effortless-experiences-in-cloud-comms
ETTelecom Interviews: AI to have biggest impact in the customer experience market, says Avaya CEO
  • Updated On Nov 9, 2023 at 09:46 AM IST

Read by: 100 Industry Professionals

<p>Alan Masarek, CEO of Avaya. </p>
Alan Masarek, CEO of Avaya.
Artificial Intelligence (AI) will have the biggest potential impact in the customer experience market, Alan Masarek, CEO, Avaya, says in an interview with ETTelecom's Mansi Taneja. In his first visit to India since taking over as CEO last year, Masarek talks about how India is a key growth engine for Avaya worldwide with significant demand coming from domestic clients and Avaya partners, the impact of AI and Avaya’s return to growth trajectory. Edited Excerpts:

This is your first visit to India as CEO. How big is the Indian market for Avaya? What is your roadmap here?

The Indian market is very important. We have 1500 employees here, up from 1200 at the beginning of the summer. It's a top 10 market for us. Market share is quite high because India is such a large BPO market, and we are very large within that market. India is a major base for global research and development and innovation, with nearly a third of Avaya's 1,700 engineers based in our offices in Bangalore, Pune, Hyderabad and Gurgaon. Pune is the major R&D center.

We are following the idea of innovation without disruption. Our two products drive that, both of which are predominantly built here (in India). This market is already very attractive. We will continue to invest in India.

What kind of demand are you seeing in India? Avaya serves both government and private sectors, which will grow fast in near future?

In terms of core engineering, we have main centers of excellence in Pune, Bangalore and Hyderabad. We are witnessing an accelerated momentum for our solutions in India. Our R&D teams in India are a key source of innovation for Avaya worldwide, especially as enterprises embrace AI-powered innovations that can help them redefine customer experiences. Avaya has a significant share in both government and private sector enterprises, spanning public services, healthcare, BFSI, telecoms, and business process outsourcing. We expect growth in both the segments.

Also, we have announced partnership with the Magic Bus India Foundation to support the development of a youth skilling center in Hyderabad. With Avaya’s expertise in the local customer experience space, we will help train 200 people from underprivileged backgrounds as part of a ‘CX Academy’, helping them to get their start in this industry.

AI has been a buzzword globally. How do you think AI will change the customer experience market?

AI has the biggest potential impact in the customer experience market, which is what we serve. Every business is trying to differentiate itself and gain customers by providing the best customer experience.

In the internet world, brands’ ability to differentiate itself based upon the product, the price or the delivery availability is harder, because everybody else is accessible at a click of a button. So it's about how that brand makes you feel and delivers their customer experience. A solution like ours is core to that business and AI has huge applicability in this space. Generative AI will also have a big impact. We showcased a range of vertical-specific use cases recently at the GITEX summit that highlighted the power of artificial intelligence (AI) in delivering outstanding experiences across the customer journey and how organizations can deliver AI-enhanced experiences without disrupting existing operations.

But will implementation of AI across sectors lead to job losses?

It will not decrease staffing, in the near term. What will happen is routine queries will be taken care of by machine by AI. What will happen is that the agent will be involved in more complex interactions that require more discussion and may be empathy and things like that.

What are your focus areas for 2024?

We are deep into our transformation. We have set ourselves up for significant success going forward. We did complete financial restructuring, restored cash flow positive and profitability of the company to the operational changes. We have set the product strategy around the experience platform and aligned the go-to-market around innovation without disruption. We have revitalized the brand - 'innovation without disruption', which is to let the customer choose their journey. We are working on integrating AI including Generative AI in its solutions, primarily the company's flagship 'Avaya Experience Platform'

With all these steps, when do you think Avaya will enter into a high growth trajectory?

We will return to fundamental growth in 2025. We are more than halfway through the transformation, and will return to growth in next two years as we have already returned to good profitability.

  • Published On Nov 9, 2023 at 08:38 AM IST

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Thu, 09 Nov 2023 01:33:00 -0600 en text/html https://telecom.economictimes.indiatimes.com/news/enterprise-services/ai-to-have-biggest-impact-in-the-customer-experience-market-avaya-ceo/105082708
Webinar — A Test of Family Enterprise Purpose and Values: Planning for the Future Impact of COVID-19

Thought Leadership

Family business leaders and owners are turning to longer-term implications of the COVID-19 crisis. In this conversation about how family enterprises are planning for the future, Professor Jennifer Pendergast shares best practices and examples of how families are addressing issues related to employees, culture, customers, communities and enterprises they own.

Additional Resources

Mon, 03 Aug 2020 17:02:00 -0500 en text/html https://www.kellogg.northwestern.edu/executive-education/the-kellogg-experience/thought-leadership/family-enterprise-covid-impact.aspx

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