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642-241 Unified Contact headquarters Enterprise Design (UCCED)

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642-241 exam Dumps Source : Unified Contact headquarters Enterprise Design (UCCED)

Test Code : 642-241
Test designation : Unified Contact headquarters Enterprise Design (UCCED)
Vendor designation : Cisco
free pdf : 278 real Questions

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Cisco Unified Contact headquarters Enterprise

Cisco Unified Contact middle business: inner the IP contact core | real Questions and Pass4sure dumps

The cover of the  bespeak 'Cisco Unified Contact  headquarters Enterprise' by Gary Ford, published by Cisco Press. This chapter excerpt details the various products in the Cisco Contact  headquarters suite, what differentiates Cisco Unified Contact  headquarters from Cisco Unified  knowing Contact Manager (UICM), the proper  utilize cases for Cisco Unified Contact  headquarters Enterprise (UCCE), Unified Contact  headquarters Hosted (UCCH) and Unified Contact  headquarters Express (UCCX), and facilities gain changed fairly kind of from the early days of deepest department change (PBX)-based setups designed basically for straightforward incoming convene management. modern day greater fully featured contact centers, developed on automated designation distributor (ACD)- and IP-based systems, back the receipt and sagacious routing of inbound periods through an array of unified communications (UC) applied sciences, together with immediate messaging, video conferencing and collaboration capabilities.

Managing the IP contact core -- principally for corporations with assets dispensed across many sites, which could necessitate a virtualized designation headquarters system -- requires a robust, scalable, built-in product suite equipped to birthright away and readily route voice and video calls across assorted websites in accordance with complicated commerce guidelines. Cisco believes it will probably present enterprise customers just that classification of solution -- a sturdy portfolio that cannot simplest meet the common necessities of tolerable call-managing, but too give a wide variety of advanced, IP-based solution features.

during this excerpt of a chapter from Cisco Unified Contact middle business, creator Gary Ford breaks down the a variety of products in the Cisco Contact middle suite, which participate a code ground but can serve very distinct roles, counting on a customer's telephony requirements.

Ford explains what differentiates Cisco's Unified Contact core offering from its Unified knowing Contact manager platform, as well as the suitable utilize instances for Cisco Unified Contact middle commercial enterprise (UCCE), Unified Contact middle Hosted (UCCH) and Unified Contact middle specific (UCCX). He additionally details the merits and lines of the selected items that accomplish up the Cisco Unified Contact headquarters enterprise and other Cisco contact core suites, including Cisco Agent computer, Cisco Unified mobile Agent, Cisco Unified consumer Voice Portal and much more.

download the PDF of this chapter excerpt on Cisco's Contact headquarters portfolio from the ebook Cisco Unified Contact core commercial enterprise.

Reproduced from the booklet Cisco Unified Contact headquarters enterprise via Gary Ford (ISBN-10: 1-58714-117-5; ISBN-13: 978-1-58714-117-1). Copyright 2011, Cisco Press. outright rights reserved. For greater counsel about this and different equivalent titles, quest counsel from Cisco Press.

about the booklet:

In Cisco Unified Contact middle enterprise, creator Gary Ford offers the tips you should optimally configure and manage Cisco Unified Contact headquarters enterprise in any ambiance. Ford brings greater than 13 years of fingers-on event in designing, deploying and preserving Cisco telephony and speak to middle solutions to his insurance of the commercial enterprise and hosted versions of Cisco Unified Contact middle. He too covers why Cisco Unified Contact middle business's individual facets drudgery the manner they conclude and how to duty key tasks in Cisco Unified Contact headquarters business.

examine Cisco Unified Contact core commercial enterprise to exist trained extra concerning the following:

  • The specifics of the Cisco Unified Contact middle product portfolio and platform architecture;
  • Configurations that can back Get rid of errors and in the reduction of downtime;
  • Monitoring and troubleshooting UCCE programs;
  • choosing the proper deployment mannequin -- single-web page, multisite or clustered -- to your environment;
  • UCCE deployment and utility configuration, including preparation, planning, design and implementation;
  • enforcing average, current-generation and subsequent-generation designation routing;
  • learning top of the line practices for designation flow scripting;
  • realizing UCCE's nodes and dispensed methods;
  • constructing a clean gadget startup sequence;
  • Designing, imposing and offering Cisco Unified Communications manager and Unified IP Interactive Voice Response solutions;
  • efficiently constructing and managing UCCE databases;
  • utilising UCCE's reporting tools;
  • creating superior functions with facts-driven routing;
  • protecting any UCCE deployment, including older types;
  • using a most trustworthy practices troubleshooting methodology; and
  • studying helpful, little-normal Cisco diagnostic equipment.

  • Calabrio Extends Cisco SolutionsPlus application Participation with Calabrio ONE Cloud solution | real Questions and Pass4sure dumps

    Calabrio, a number one provider of customer engagement and analytics software, today introduced that Calabrio ONE Cloud is now accessible at once through the Cisco SolutionsPlus confederate ecosystem. through the improved partnership, Cisco valued clientele can without problems and confidently deploy Calabrio’s team of workers optimization (WFO) software suite within the cloud figuring out Cisco has established compatibility with items within the SolutionsPlus ecosystem.

    Cisco SolutionsPlus is a reselling application that places a select, strategic set of Cisco compatible products on the Cisco expense listing. valued clientele can effortlessly order these third-party products at once from Cisco income groups and channel companions. The addition of Calabrio ONE Cloud to Cisco SolutionsPlus extends Calabrio’s 20-year background of partnering with Cisco, which contains greater than 200 joint companions and over three,500 joint shoppers.

    “I actually gain viewed firsthand how neatly Calabrio and Cisco solutions drudgery collectively to enrich operations and pressure a better customer event within the contact middle,” observed Daniel Acosta, convene headquarters applications analyst at Houston Methodist medical institution. “And with cloud on each person’s mind, I’m excited to peer that Calabrio’s cloud offering is now accessible via Cisco’s SolutionsPlus software. It’s a big win for Cisco clients who're considering a stream to the cloud.”

    “Our partnerships with Cisco gain yielded gigantic expertise, operations and value merits for their joint consumers, and we're very completely cheerful to gain Calabrio ONE’s cloud solution introduced to the Cisco SolutionsPlus ecosystem to boost the convenience of adoption,” referred to Ross Daniels, vice president of Calabrio’s global companion firm. “Our purpose is to provide better entry and selection to their consumers, and Cisco SolutionsPlus is an excellent means for organisations to construct their contact headquarters and WFO environments the utilize of most desirable-in-type solutions that drudgery together seamlessly.”

    Calabrio ONE’s potent voice-of-the-consumer analytics and superior reporting deliver profound insights to the commercial enterprise. The unified suite gives a lone view of the customer, and improves the agent and consumer experience through team of workers administration (WFM) and nice management (QM) capabilities. Calabrio ONE is deployed in the cloud, on-premises, or as a hybrid answer. The on-premises edition of Calabrio ONE has been obtainable through SolutionsPlus since 2012.

    About Calabrio

    Calabriois a client engagement software commerce that provides analytic insights to catalyze growth via client provider contact centers. TheCalabrio ONE® application suite empowers each person in an organization, from contact headquarters agents to the CEO, with handy-to-use gear that supply a much better knowing of the client. every client interplay yields insights that extend customer-focus, which is how main organizations now constrain boom and long-term corporate prosperity. find extra at follow@Calabrioon Twitter.

    Calabrio, Calabrio ONE® and the Calabrio logo are registered logos or logos of Calabrio, Inc. outright different logos mentioned in this doc are the property of their respective homeowners.

    View source version on

    supply: Calabrio"> <Property FormalName="PrimaryTwitterHandle" price="@Calabrio


    Copyright commerce Wire 2019

    vigour Distributor Optimizes customer carrier with Cisco Contact middle admit in Brazil | real Questions and Pass4sure dumps

    Sao Paulo, Brazil, January 15, 2015 – Energisa neighborhood, a Brazilian energy distributor, optimized its client functions with Cisco® Unified Contact core answer. The arduous deployed a group of Cisco´s options to integrate its communications channels, unifying telephone, e mail, actual-time chat and sociable networks purposes. The technology will multiply Energisa´s provider ability, enabling it to deal as much as 447,000 calls per 30 days in its distribution units.

    The client provider optimization meets Energisa´s structural demands and the distribution centers’ latest wants. some of the indications evaluated by using the Brazilian electric power company (ANEEL, Agência Nacional de Energia Elétrica) is the consumer services provided by the punch corporations. additionally, Energisa has realized the need to update its contact middle after its infrastructure expansion with the acquisition of the Brazilian group Rede. today Energisa serves over 15 million americans.

    Cisco customer Collaboration structure, together with Cisco Unified Contact headquarters business, become utilized to supply sagacious contact routing, designation medication, and network-to-computing device laptop telephony integration (CTI). The solution additionally integrates Outbound Dialer services and cyber web purposes comparable to sociable media, e mail and true-time chat consolidated in an all-in-one platform, skinny-customer collaborative pcs for agents and supervisors, and quick deployment in distributed locations.

    Energisa has Put in 286 service positions in its corporations around the country: Energisa Borborema, Energisa Minas Gerais, Energisa Nova Friburgo, Energisa Paraíba and Energisa Sergipe. Cisco technology too has brought essential channels convergence to the corporation, enabling it to expand its carrier attain.

    "The moment of consumer provider is starting to exist along with buyers and market demands, requiring greater convergent technologies," stated Marcus Luz, Director, commercial enterprise at Cisco Brazil. apart from assembly the tolerable requirements, the govt highlights the random to improve consumers´ arrangements and loyalty through offering integrating solutions and all-round visibility. "A lone contact middle platform integrating sociable media, e mail and precise-time chat applications makes it workable for more desirable planning and customized consumer service in lots of degrees," delivered Luz.

    Wittel options, certainly one of Cisco´s integrators, changed into liable for the design and deployment of the venture. in response to Marcelo Penteado, Wittel, options Director, the assignment aimed to optimize investments in technologies and greater constructive and measurable operating results, thanks to the control tools of the Cisco answer.

    Aiming to ahead customers’ calls without delay to the most applicable resources, meeting their selected needs, Cisco Unified client Voice Portal changed into too carried out within the infrastructure, combining self-carrier and contact headquarters via true-time query and service popularity sagacious functions. decreasing transfers to a different agent to well-nigh zero, the gear expanded the enterprise´s customer delight and contributed to the improvement of operational efficiency.

    About Energisa community

    Energisa group is one of the greatest power distributers in Brazil, with a footprint of 109 years. The enterprise operates 13 distributor centers within the states of Minas Gerais (Energisa Minas Gerais and Bragantina), Paraíba (Energisa Paraíba and Energisa Borborema), Rio de Janeiro (Energisa Nova Friburgo), Sergipe (Energisa Sergipe), Mato Grosso (CEMAT), Mato Grosso conclude Sul (Enersul), Tocantins (Celtins), Sao Paulo (Caiuá, Vale Paranapanema and Nacional) and Parana (vigor and light West).

    With approximately 6 million valued clientele, it serves over 15 million americans in 788 municipalities create in outright areas of Brazil. With annual net income of R$ eight.9 billion, the community has supplied about 10,000 direct jobs.

    With the mission to radically change energy in comfort, evolution and alternatives, in a sustainable, accountable and ethical manner, Energisa operates a diverse portfolio including power distribution and technology (Energisa technology) features (Energisa options), and power buying and selling (Energisa Comercializadora).

    About Cisco

    Cisco (NASDAQ: CSCO) is the global leader in IT that helps companies trap the alternatives of the next day by means of proving that magnificent issues can occur in case you connect the up to now unconnected. For ongoing information, please vanish to


    Cisco and the Cisco brand are logos or registered trademarks of Cisco and/or its associates in the U.S. and different international locations. a list of Cisco's emblems may too exist discovered at Third-birthday party emblems outlined are the property of their respective homeowners. using the note companion doesn't attest a partnership relationship between Cisco and another company.

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    Unified Contact headquarters Enterprise Design (UCCED)

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    Unify OpenScape Voice: Product overview | real questions and Pass4sure dumps

    Editor's note: This article is allotment of a buying sequence on unified communications. The features in this sequence portray the evolution of UC and its utilize cases, as well as the vital criteria to consider when buying a UC service. The sequence too compares the top UC products in the market. This article gives an overview of Unify UC products.

    Unify's UC platform, the OpenScape suite, offers a wide reach of enterprise communication options. The main components include: OpenScape Voice, media server, unified communications, mobility and video, Xpressions for messaging, contact center, and session verge controller.

    Unify too offers miniature to medium-sized enterprise services that embrace OpenScape Enterprise Express and OpenScape Business. Unify has too created a reach of IP phones, both wired and wireless, and software clients. The phones allow users to rob handicap of the features offered by the Unify UC systems.

    Voice system features sizable scalability

    OpenScape Voice is the foundation of Unify's voice service. It provides carrier-grade scalability and reliability, supporting up to 100,000 users per node, making it suitable for international enterprises with offices worldwide.

    OpenScape Business, targeting smaller enterprises, can coexist with existing telephony and is well-suited for companies transitioning to an IP-based service.

    OpenScape Voice runs under the Linux operating system and has been built to back VMware-virtualized environments, enabling server consolidation and hardware independence. Customers can utilize any hardware platform that is certified by VMware and meets the resource requirements of OpenScape Voice, while the system's administration is performed via a Web-based graphical user interface.

    OpenScape Voice offers different deployment models depending on the size of the organization and capacity required. One of the smaller deployment models includes OpenScape Voice and a number of other applications in a virtualized environment under a lone server. This model can back up to 5,000 users. It's a cost-effective service since limited hardware is required, but has a lone point of failure.

    Enterprise customers that require zero downtime with big scalability should consider a deployment model running two instances in a redundant two-node cluster, set up in an active-active mode. In this model, if one of the nodes fails, the remaining node assumes the load of the failed confederate and provides uninterruptable service across the enterprise. Currently, Unify only supports a cluster of two physical nodes or a cluster of two virtual nodes. Mixed environments -- physical and virtual nodes -- are not currently supported.

    OpenScape Voice supports presence, billing, collaboration services, convene routing, scalability up to 500,000 users, and much more.

    The OpenScape Media Server provides tones, announcements and conferencing services. It is scalable with the aptitude to install multiple media servers to meet an organization's needs. The OpenScape Media Server can too act as a resilient alternative to hardware multipoint control units for video conferencing.

    UC, mobility, video and messaging provide a affluent set of features

    OpenScape UC is the main unified communications engine that provides users with multiple ways to collaborate. Employees can connect with each other or customers via a desktop client, Web client, voice portal or mobile client.

    Advanced UC applications, such as Unify's mobile client, drudgery with OpenScape UC to provide affluent mobility features. With the mobile client, users can effect video calls, access presence services and conference calls, set their preferred device, and much more.

    The resilient per-user licensing lets organizations buy the exact number of licenses required to cover their needs. This helps lower costs and ensures complete utilize of outright purchased licenses. Depending on a user's role, functionality can exist added or removed with a few clicks via the administrative Web interface.

    OpenScape's aptitude to back 500,000 users makes it a top option for very big enterprises.

    OpenScape UC can too exist integrated with Microsoft Outlook, IBM Lotus Notes and Google, so users can easily organize a meeting, conference convene and more.

    Video conferencing is too supported. With the OpenScape desktop video conferencing software, users can conduct multiparty video conferencing. full HD video rooms are too supported, along with HD-capable desktop clients, delivering a high-end, cost-effective video conferencing experience.

    OpenScape Xpressions is a Windows-based messaging application server supporting 64-bit Windows Server 2003 R2 SP2 Enterprise, Windows Server 2008 Standard/Enterprise and Windows Server 2012 R2 Standard. Xpressions supports enterprises' daily messaging needs through resilient and easy-to-manage services, including voicemail, fax, email and short message service.

    Xpressions can back voicemail for up to 20,000 users and unified messaging for 10,000 users, making it a scalable service for miniature and big enterprises. Advanced features embrace text-to-speech and speech-to-text conversions, message access via Web browser, and back for mobile and remote users.

    Contact headquarters features visual workflow management

    OpenScape Contact headquarters is designed for mid-to-large contact centers supporting up to 7,500 vigorous agents in a multiserver deployment model, or up to 1,500 vigorous agents on a lone server.

    The contact headquarters service offers integration with OpenScape Voice and the repose of Unify's UC suite. Its advanced software handles routing of incoming calls and redirection to the reform agents.

    Unify's Agent Desktop allows multichannel interaction handling of calls, extending the contact headquarters to experts and decision makers no matter where they are. This helps improve first-agent contact resolution and the overall customer service experience.

    The Contact headquarters Enterprise Manager desktop allows managers to gain a visual and customizable console that helps them administer users and resources, design multisite routing and queue processing flows. It too provides real-time monitoring and reporting across outright incoming channels, plus much more.

    OpenScape Contact headquarters includes the Design headquarters software for managers, which provides a visual workflow of incoming calls. With Design Center, managers can create and edit convene flows and utilize a number of components -- such as time of day, source, destination routing and multisite routing -- to create a highly sophisticated design.

    Unify contact centers can ply inbound and outbound calls.

    Extending services beyond network boundaries

    The OpenScape Session verge Controller (SBC) is a cost-effective and secure service that extends voice and UC services to the mobile, home and remote office user. The SBC is available as a virtual appliance supported under the VMware platform, which helps reduce hardware costs and maintenance.

    OpenScape SBC can ply SIP trunk connections to telecom providers and interface with Skype Connect, while at the identical time providing secure VPN services to mobile and remote users. The SBC supports up to 50,000 remote users and a maximum of 8,000 simultaneous SIP sessions.

    Since the SBC can back several services -- such as voice, VPN, network segmentation, SIP and RTP protocol inspection, and firewalling -- up-front costs are reduced dramatically, as it simplifies the network and WAN infrastructure requirements.

    OpenScape SBC can terminate multiple SIP telecom providers and effect least-cost routing to further reduce communication costs up to 80%.

    Services for miniature to midsized enterprises

    The OpenScape Enterprise Express targets midsize businesses with up to 2,000 users and offers the following packages: OpenScape Voice, UC, Xpressions, contact headquarters and attendant console in a lone orderable package.

    Unify offers multiple ground packages that start with 25 and 200 users, though ground packages conclude not embrace the contact center. If a commerce expands and requires additional licenses, it would need to order the appropriate package for the additional users.

    Connectivity with SIP providers is workable with the OpenScape SBC. Access to PSTN/ISDN telecom providers requires OpenScape arm appliances, such as the 50i or 500i, which too present site survivability services in case the main convene manager is offline.

    The OpenScape commerce service targets miniature to medium-sized enterprises with one or multiple sites and a total of 2,000 users. OpenScape commerce is well-suited for organizations that would dote to slowly transition from a classic telephony system to an IP-based UC service, as it can coexist with the existing telephony infrastructure.

    Depending on the organization's size, customers can select from four hardware OpenScape commerce models: X1, X3, X5 and X8, for up to 500 users, or select the server-based system OpenScape commerce S, which is designed for larger installations with more than 500 users.

    All hardware models back a variety of voice interface modules enabling connectivity with telecom providers via ISDN BRI/PRI lines. SIP trunks are fully supported, and the maximum number of trunks depends on the model selected.

    Large enterprises need to ensure OpenScape fits their needs

    OpenScape offers two flavors of UC platforms: UC Smart and UC Suite.

    Depending on the system configuration and users, the UC software can dash under the UC Booster Card and UC Booster Server, for up to 500 users, or can exist included in the OpenScape commerce S server-based solution that supports up to 1,500 users in a VMware environment.

    Both UC Smart and UC Suite present an extensive amount of UC services via desktop software that integrates voicemail, softphone, presence, messaging and more. Mobility is made facile via Unify's myPortal app, which supports outright favorite mobile devices such as tablets, smartphones and other similar devices.

    Unify OpenScape offers a wide reach of services for enterprises of outright sizes. OpenScape's aptitude to back 500,000 users makes it a top option for very big enterprises. However, larger enterprises need to ensure the product can cover outright their requirements.

    Trusted Options for Avaya Customers | real questions and Pass4sure dumps

    Making a major commerce technology purchase isn’t something you can rob lightly. And I don’t know anyone who would. It’s not the identical as buying a fresh TV or a fresh phone. Those usually aren’t impulse decisions. You’ve done your research. But if it’s not what you want, you can quickly unplug the TV and exchange it for a different model. Or live with your fresh phone, convene it weigh in names for the two years of your mobile contract, and accomplish a different election next time.

    But commerce technology decisions affect people, processes, budgets. Deploying fresh tech means dealing with transitions, integration, implementation, and outright that goes with those. And unlike “behind closed doors” technology that lives in the clandestine drudgery of network admins, unified communications touches everyone in your commerce – from your employees to your customers and everyone between. And your contact center? You don’t need me to flaunt you how vital that is.

    These are the purchases that require trust: faith in the products, faith in the vendor, and faith that your future needs are always allotment of the equation.

    These are the purchases that require trust: faith in the products, faith in the vendor, and faith that your future needs are always allotment of the equation.

    Like making a purchase decision isn’t always simple, neither is deciding that it’s time to accomplish one. Whatever brings you to shop for fresh tech is much more than an blank milk carton in the refrigerator. Maybe you fit into one of these scenarios:

  • You’re a fresh org with a blank page and Get to build your setup from scratch.
  • You’ve long struggled with a pieced-together system, but now it’s time to step up to a fully integrated platform.
  • You’ve worked with a vendor for a long time, but you’re not confident in the company’s longevity. Or it’s not keeping up with what competitors gain to offer.
  • You just did outright that due diligence and homework. You wrote a hefty check. Now, outright of a sudden, there’s a change in your vendor’s status.
  • Whatever the reason, it’s rarely easy. And somehow, if you’re a linchpin in the decision process, you’ll lose some sleep along the way. (If not you, someone on your team will…) Personally, I’m a fan of sleep. I dote it. It’s important. Let us wait on you minimize that lost sleep.

    Let’s not dance around it. Avaya’s recent announcements gain Put a lot of people into the decision process. Change and dubiety usually do.

    Let’s not dance around it. Avaya’s recent announcements gain Put a lot of people into the decision process. Change and dubiety usually do. So then, what to conclude next? I’m not bold enough to say, “Hey, near on over and write me a check birthright now.” That’s not how this works. It’s not an overnight decision. You gain to pattern out who you faith with your unified communications and customer keeping solutions. And to Get there means asking a lot of questions – and getting the answers you need.

    Trust Cisco for Unified Communications

    The industry recognizes Cisco as a leader in unified communications. They gain over 15 years of experience implementing solutions for organizations of outright sizes across industries, worldwide. And they don’t sit still. We’re focused on a cycle of constant innovation to improve everything they do, always emphasizing the user experience.

    Does Cisco present unified communications solutions? Yes. They gain comprehensive, fully supported unified communications solutions based on proven voice, video, messaging, and mobility. They present a reach of cloud, on-premises, hosted, and hybrid solutions, including Cisco Spark, Cisco commerce Edition packaged solutions, and customer care.

    What should I conclude if I’m considering a traipse from my current vendor? This is a remarkable time for a conversation with us. Together with their extensive network of partners, we’re available to talk you through your particular concerns, wait on you near up with evolution plans, and mitigate risks as you traipse forward.

    Are there special programs to wait on me traipse to Cisco? We gain several programs to wait on you traipse to Cisco, from technology migration discounts to try-and-buy offers and adoption services. Their partners can recommend you regarding which ones best suit your needs.

    What are some of your differentiators against Avaya? Cisco is leading the industry, with significant investments in on-premises, cloud, and hybrid unified communications solutions.

  • Innovation: Cisco Spark is helping to change the pass people communicate and Get things done with meetings, messaging, and calling in one platform.
  • Options: You gain choices of how to bring their solutions into your organization. Depending on your needs, you might vanish with one of their commerce Edition packaged collaboration solutions or drudgery with a confederate for a hosted collaboration solution.
  • Depth: If you are looking for advanced convene control or customer keeping capabilities, they gain solutions for businesses of any size.
  • Flexibility: The Cisco Spark Flex map decouples the deployment platform decision from the purchase decision so you can migrate to cloud collaboration on your own schedule.
  • What are the differences between the commerce Edition packaged solutions? It’s outright about you and what you need.

  • If you’re an enterprise with sophisticated unified communications requirements, consider Cisco commerce Edition 7000. It’s a remarkable fit for organizations with over 1000 employees. It comes preloaded with unified communications, contact center, mobility, video, paging, Emergency Responder, and more. It is a modular, scale-out solution. You might too want to consider an Enterprise Agreement.
  • For midsized organizations with up to 1000 employees, Cisco commerce Edition 6000 could exist a remarkable replacement for existing Avaya unified communications platforms. It’s a complete solution with unified communications, contact center, mobility, video, paging, Emergency Responder, and more. It’s a comprehensive and resilient solution.
  • Cisco commerce Edition 4000 provides essential voice and voicemail services, with easy-to-use management tools at an affordable price. It’s a remarkable option if you gain between 25 and 200 devices (such as phones). And it’s a remarkable replacement for an existing Avaya IP Office system. To sustain things simple, installation and ongoing management rob spot via the cloud.
  • Do Cisco solutions drudgery alongside their existing Avaya investments? Our partners gain remarkable experience migrating from Avaya to Cisco and can drudgery with you to map your migration. They believe an end-to-end Cisco solution delivers the best experience and increases the effectiveness of communications and collaboration in your organization. But, they realize that you may need a phased approach.

    What back can you offer? Our services team can wait on you map every step of your journey, from planning, design, implementation, and adoption to ongoing support. Once your system is running, Software back Service (SWSS) provides access to upgrades and global 24×365 access to their Technical Assistance Center. Cisco Smart Net Total Care™ Service provides options for 2-hour, 4-hour, or next-business-day foster hardware replacement. Likewise, their partners too present a wide reach of value-added services.

    Find a collaboration confederate with the confederate locator tool.

     Trust Cisco for Your Contact Center

    Cisco has been in the contact headquarters commerce since 1999. Depending on region and market participate reports, Cisco is either number 1 or number 2 in the contact headquarters platform segment. Their portfolio covers the needs of contact centers from miniature to very large. Deployments embrace market leaders in outright industries and more than 27,000 individual contact centers.

    Have you migrated big Avaya customers to Cisco contact centers? Yes. In fact, a significant percentage of fresh Cisco contact headquarters customers are existing Avaya contact headquarters customers, including many deployments of more than 10,000 seats.

    Avaya says Cisco is dependent on third parties — is that true? Yes. Digital transformation is a value chain play that can’t exist accomplished via a lone vendor. That’s why they focus on extensibility to valuable third-party solutions via a stout set of open APIs and interfaces.

    How conclude you minimize risk in moving from Avaya to Cisco? We’ve developed extensive expertise in migrating customers from Avaya environments to Cisco. That expertise allows us to reduce risk and translate your specific Avaya solution to Cisco.

    How long would an Avaya to Cisco migration take? As you’d expect, it depends on the size and complexity of your current Avaya environment. A Cisco environment can exist up and running in as exiguous as 90 days.

    Does Cisco gain a cloud contact headquarters solution? Yes. Cisco Hosted Collaboration Solution for Contact Center is a version of Cisco Unified Contact headquarters Enterprise designed for hosting by service providers and other cloud partners. It provides the identical capabilities as their enterprise on-premises solution in a per-agent/per-month consumption model.

    Are Avaya’s existing applications, such as Avaya WFO, compatible with Cisco’s platform?Yes. Their ecosystem partners — such as NICE, Verint, and Calabrio — gain WFO-compatible solutions that gain been certified and tested, and that interoperate with both Cisco and Avaya.

    Can you wait on us maintain and manage an Avaya platform and existing third-party applications during a transition? Yes. Cisco and their partners can back migration, day-2 support, and manage and maintain an Avaya solution.

    Do you gain applications similar to Avaya CMS, convene Vectoring, and Session Manager? Yes. Cisco has a age platform with equivalent or more robust capabilities due to a more modern architecture that provides greater inherent extensibility. The following table provides examples of baseline capabilities between the two companies. One significant difference: Cisco builds many of these capabilities directly into the ground solution, whereas Avaya requires add-ons.

    What is your global presence? Their contact headquarters solutions gain wide market presence in every operating region of the world. Their installed ground scales from miniature contact centers to big virtual and global customer keeping centers. Their partners embrace big global as well as regional players.

    Get Gartner’s perspective. Gartner positioned Cisco as a leader in outright five Gartner Magic Quadrants in which Cisco Collaboration participated — including those for unified communications and contact center.


    AudioCodes Ltd (AUDC) Q4 2018 Earnings Conference convene Transcript | real questions and Pass4sure dumps

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    Image source: The Motley Fool.

    AudioCodes Ltd  (NASDAQ:AUDC)Q4 2018 Earnings Conference CallJan. 28, 2019, 8:30 a.m. ET

  • Prepared Remarks
  • Questions and Answers
  • Call Participants
  • Prepared Remarks:


    Greetings, and welcome to the AudioCodes Fourth Quarter and full Year 2018 Earnings Conference Call. At this time, outright participants are in listen-only mode. A brief question-and-answer session will succeed the formal presentation. (Operator Instructions) As a reminder, this conference is being recorded.

    I would now dote to gyrate the conference over to Allison Soss with Investor Relations. please vanish ahead, Allison?

    Allison Soss -- Investor Relations

    Thank you. I would dote to welcome everyone to AudioCodes' fourth quarter 2018 earnings conference call. Hosting the convene today are Shabtai Adlersberg, President and Chief Executive Officer; and Niran Baruch, Vice President, Finance and Chief fiscal Officer.

    Before they begin, we'd dote to remind you that the information provided during this convene may hold forward-looking statements relating to AudioCodes commerce outlook, future economic performance, product introductions and plans and objectives related thereto, and statements concerning assumptions made or expectations as to any future event, conditions, performance or other matters are forward-looking statements as the term is defined under the U.S. federal securities law.

    Forward-looking statements are matter to various risks, uncertainties and other factors that could judgement actual results to vary materially from those stated in such statements. These risks, uncertainties and factors include, but are not limited to, the upshot of current global economic conditions and conditions in general and in AudioCodes' industry and target market; in particular, shifts in supply and demand; market acceptance of fresh products and the demand for existing products; the impact of competitive products and pricing on AudioCodes' and its customers' products and markets; timely product and technology development, upgrades and the aptitude to manage changes in market conditions as needed; workable need for additional financing; the aptitude to fullfil covenants in the company's loan agreements; workable disruptions from acquisitions; the aptitude of AudioCodes to successfully integrate the products and operations of acquired companies into AudioCodes' business; and other factors circumstantial in AudioCodes' filings with SEC, the U.S. Securities and Exchange Commission. AudioCodes assumes no obligation to update the information.

    In addition, during the call, AudioCodes will mention to non-GAAP net income and net income per share. AudioCodes has provided a reconciliation of non-GAAP net income and net income per participate to its net income and net income per participate according to GAAP in its press release and on its website.

    Before I gyrate the convene over to management, I would dote to remind everyone that this convene is being recorded, and an archived webcast will exist made available on the Investor Relations section of the company's website at the conclusion of this call. The convene will too exist archived on their Investor Relations app, which is available for free in the iTunes App Store and in the Google Play market.

    With that said, I would now dote to gyrate the convene over to Shabtai Adlersberg. Shabtai, please vanish ahead.

    Shabtai Adlersberg -- President and Chief Executive Officer

    Thank you, operator. pleasurable morning and pleasurable afternoon everybody. I would dote to welcome outright to their fourth quarter and full year 2018 conference call.

    With me this morning is Niran Baruch, Chief fiscal Officer and Vice President of Finance of AudioCodes. Niran will start off by presenting a fiscal overview of the quarter. I will then review the commerce highlights and summary for the quarter and the full year, and then discuss trends and developments in their commerce in the industry. Finally, they will present their outlook for 2019. They will then gyrate it into the free pdfmp;A session. Niran?

    Niran Baruch -- Vice President, Finance and Chief fiscal Officer

    Thank you, Shabtai, and hello, everyone. As usual, they will exist referring to both GAAP and non-GAAP numbers on the call. The non-GAAP P&L metrics exclude recurring non-cash items. Today's earnings press release contains a reconciliation of supplemental non-GAAP fiscal information.

    Revenues for the fourth quarter were $45.8 million, up 2.8% from the prior quarter and up 10.5% compared to the fourth quarter in 2017. full year 2018 revenues increased by 12.4% to $176.2 million. Services revenues for the fourth quarter were $15.1 million, accounting for 33% of total revenues. On an annual basis, services revenues increased by 14.4% from the previous year. Deferred revenues balance as of December 31st, 2018 was $49.2 million compared to $39.4 million as of December 31st, 2017.

    Revenues by geographical region for the quarter were split as follows: North America, 46%; Central and Latin America, 5%; EMEA, 33% and Asia Pacific, 16%. Their top 15 customers in aggregate represented 70% of revenues in the quarter, of which 55% are attributed to their nine largest distributors.

    Gross margin for the quarter was 62.6% compared to 63.1% in Q4 2017. Non-GAAP indigenous margin for the quarter was 63% compared to 63.6% in Q4 2017.

    Operating income for the quarter was $5.1 million compared to an operating income of $3.2 million in Q4 2017. full year 2018 operating income was $16.4 million. On a non-GAAP basis, quarterly operating income was $6.3 million or 13.7% of revenues compared to an operating income of $4 million in Q4 2017. full year 2018 non-GAAP operating income was $20.6 million.

    Net income for the quarter was $4.5 million or $0.15 per share. full year 2018 net income was $13.5 million or $0.45 per share. On a non-GAAP basis, quarterly net income was $6.3 million or $0.20 per participate compared to net income of $3.8 million or $0.12 per participate in Q4 2017. full year 2018 non-GAAP net income was $20 million or $0.65 per share, compared to $12.2 million or $0.37 per participate in 2017.

    Our balance sheet remains strong. At the halt of December 2018, cash, cash equivalents, bank deposits and marketable securities totaled $65.4 million. Days sales outstanding as of December 31, 2018 were 40 days. Operating cash flow generated during the quarter was $11.6 million and $25.6 million for the full year 2018.

    During the quarter, they acquired 250,000 of their ordinary shares for a total consideration of $2.8 million. As of December 31, 2018 and since they began to repurchase their shares in August 2014, they had acquired an aggregate of 17.6 million shares for an aggregate consideration of approximately $34.1 million.

    In January 2019, they received court approval in Israel to purchase up to an aggregate of $12 million of additional ordinary shares pursuant to their participate repurchase program. The current court approval for participate repurchases will expire on July 1, 2019.

    The Board of Directors today declared a semi-annual cash dividend in the amount of $0.11 per participate and in aggregate amount of approximately $3.2 million. They expect to continue declaring semi-annual dividends in coming years.

    We continue to expect topline revenue growth and operating margin expansion in 2019. They expect revenues in the reach of $190 million to $197 million, and non-GAAP diluted earnings per participate of $0.76 to $0.81.

    I will now gyrate the convene back over to Shabtai.

    Shabtai Adlersberg -- President and Chief Executive Officer

    Thank you, Niran. They are pleased to report record fiscal results for the fourth quarter and full year 2018. 2018 has been the third consecutive year of growth for AudioCodes, and in many respects, their best year ever.

    Touching on some of the highlights of the performance in the fourth quarter on a year-by-year basis, revenues grew 10.5%, EBITDA grew to $6.8 million compared with $4.4 million in fourth quarter 2017. That's an multiply of near to 54%. Net income grew near to 65% on a year-by-year basis. Clearly, this is stout performance on the quarterly -- year-by-year.

    Now to the annual perspective, while growth in annual revenue in previous two years was 4.2% and 7.7% year-over-year, growth in 2018 was a record 12.4%. identical goes for the annual operating income, which grew from 7.2% into 2016 to 8.2% in 2017, leaping to 11.7% in 2018. EBITDA grew to $22.2 million in 2018 compared to -- I'm sorry, compared to $14.5 million in 2017, again an multiply of 53%. Earning wise, they reported $9.4 million in 2016, $12.2 million in 2017, and a record $20 million for 2018, a leap of more than 100% in two years. Swapping (ph) earnings per share, they reported $0.26, 2016; $0.37 in 2017; and now $0.65 for 2018. Again a fantastic year of growth and performance.

    Entering 2019, and based on the input so far, they conclude not anticipate any change in the commerce trends going forward. At this stage, they continue to discern stout underlying trends that should sustain the momentum in their commerce in years to come.

    The force of their commerce is related to two fundamental key trends, which back their continued commerce momentum. The uniform evolution in growth in the underlying markets they serve, first, is the global digital transformation trend to traipse in the enterprise toward the digital workplace; and the second one is the global transition of networks to all-IP.

    Key to their success in 2018 is the consistent progress in their networking business, which grew 13.8% year-over-year to $162.8 million, and which accounts to about 92% of their commerce in 2018. The major factor backing this growth is the force in the UC-SIP business, which grew above 30% in 2018, to a even of above $90 million per year. At the identical time, they enjoyed a solid and stable gateway business, which declined earnings slightly, and as stated, it's around $60 million per year. This is substantially due to the ongoing evolution in global migration of the PSTN to all-IP.

    In their UC-SIP business, they saw nice progress among outright of these components including ESBC, their commerce routers line, the IP phone line, their One Voice Operations Center, management suite, and products related to their Microsoft Skype for commerce and teams. Global Services too demonstrated very solid growth and strength. I will paw that point later on. The main driver behind the stout growth in their UC-SIP commerce were the continued growth in the enterprise voice, connectivity in the enterprise voice zone and infrastructure for Unified Communication, Unified Communications as a service and the Contact headquarters markets.

    As mentioned on their previous calls, key to that solid performance in these segments for several years now is the fact that they became the confederate of election for their customer premises gear in many of the leading all-IP and UC application in the enterprise and service provider space. They are confident that this leading position in their CPE commerce will prevail in coming years.

    Providing a quick outlook into first quarter 2019, I'm glad to know that at this stage the trend in their commerce continues in January, the first month of this quarter.

    Now to some -- to very key developments in 2018, the evolution or aptitude to generate operating cash flow from activities and deferred revenues. In the past three years, in 2015, '16 and '17, they generated more than -- about $17 million to $18 million a year. 2018 has been outstanding in that respect. They gain been able to generate $25.6 million in 2018.

    Same goes to their deferred revenues, which continue to grow at a very uniform pace. They started out in 2013 with merely $16.4 million. 2017, they saw $39.4 million; and at the halt of 2018, they saw $49.2. That's an multiply of 25%. So, force in operating cash flow and force in deferred revenues flaunt you the fable for AudioCodes for the future to come, they will sustain growing.

    Touching some other fiscal KPIs, OpEx was increased pretty much according to plan, and headcount was relatively stable, they are -- around 705 employees.

    Touching on their sales front, on a quarterly level, fourth quarter was very successful. They basically achieved above their stated plan. Generally, sales performed very well to and above the target. Remarkably performed very well were North America enterprise, North America service providers and several countries in Western Europe.

    If they paw the annual even on sales, in 2018, again sales performed very well to and above the target. That was a record year for AudioCodes since inception. Again, the best performing regions on an annual even were North America service providers and several countries in Europe.

    Touching on one key business, the Microsoft space, eventual year in 2018, commerce reached above $70 million that is a leap of more than 30% from the year ago, which ended at about $55 million. Fourth quarter showed similar such growth trends. They saw growth of 30%.

    All in all, they gain seen in the markets of space, a migration focused from Skype for commerce to Teams. Teams is getting warm reception in the market. And in 2018, they generally been quite busy adapting their One Voice solution products to Teams from their current Skype for commerce portfolio. They started in mid-2018 with migrating that growth as they see, and they map to complete the transition by mid-2019 with other components of the One Voice solution.

    As for why would that -- positive above trends in these markets, well, in December 2018, SmartWORKS released the results of a survey examining the adoption of collaborating chat applications in businesses across North America and Europe. Skype for commerce continues to hold the number one spot with 44% of businesses.

    Focus is that by the halt of 2020, Skype for commerce will exist used by 53% of the users. Teams just starting out two years ago, today they discern about 21% of businesses using Microsoft Teams up from just 3% in 2016. Looking forward at the halt of 2020, it is forecast that Teams will grow from 21% to 41% of users to utilize Microsoft Teams. That tells you the potential they gain in their commerce going forward.

    I'll just mention one more data point there, if you watch on a worldwide basis, well, penetration of Unified Communication and Unified Communication as a Service was about 20% in North America, and only about 4% on a global basis. There is much to exist achieved in coming years. They discern accelerated adoption in North America growing beyond 4% a year and identical goes for the global expansion.

    About Microsoft Teams, they discern early signs that Microsoft will balance the utilize of Teams and Skype for commerce in a coexistent mode. This presents pleasurable break for us in 2019 to sustain selling in the Skype for commerce server space and in the hybrid topologies. They gain many more plans to invest heavily in 2019 into Microsoft Ecosystem in various areas to capture the potential that I've just stated about a minute ago.

    Going into the Session verge Controllers, that is a key component far UC-SIP. Session verge Controllers grew north of 25% year-over-year. identical goes for the fourth quarter of 2018, a very hale commerce line. On the geo split, they gain seen almost equal deployment percentages. They gain seen about 30% -- near to 35% in North America. In West Europe, we've seen between 30% and 35%. Asia Pacific was about 15%, and some of the parts of the world capturing smaller percentages.

    In terms of what was the key activity in 2018, so they gain been able to multiply their service provider market share. They gain deployed managed Enterprise Session verge Controllers and carrier ESBC. They gain penetrated into the -- too its contact headquarters space. They gain started to drudgery with several key leading vendors in that space. They cannot designation their partners. They gain deployed in those offset contact headquarters space, technologies such as Virtual SBC, WebRTC, et cetera.

    We too gain deployed SBC in public clouds. We've been the first to deploy decompose Session verge Controllers on AWS, on Amazon, and then we've been the first to exist certified on Microsoft Azure, direct route SBC. So plenty of growth in 2018.

    Going to the key themes that will impose their priorities in 2019, in the SBC space, they will invest heavily in cloud SBC, in WebRTC that will streamline voice connections over the internet in pleasurable quality of service, and then we'll sustain investing in the Microsoft Teams. They will invest too into the service provider commerce both access and interconnect, security application, transcoding application, et cetera.

    Side by side, with their success in Microsoft and the SBC, we've been able to exist quite successful in the service provider allotment of the business. They saw continued growth of SIP trunking, UC as a service, and deployment of CPE devices and continuation of this transition to an all-IP world. outright in all, revenues in the service provider segment grew about 40%, and they conclude discern increased and continued growth in 2019. We've been able to win some very promising significant design wins in the fourth quarter of 2018. Among them, two Tier 1 service providers in Europe and one Tier 1 service provider in North America. outright in all, they are very successful mainly in the EMEA, mainly in Germany, and few more countries.

    Getting to their annual service booking, services are very stout leg in their evolution. Basically, services this year capturing about one-third of the company revenues in 2018, global services grew 14.4% to $56.3 million. Services bookings grew 18.6% with professional services bookings growing to 20%. So, a very nice multiply in 2018, about 18.6%, and professional services contributing much of that growth.

    Now back to their guidance that Niran provided earlier. They feel very confident in their aptitude to continue and effect in 2019. outright in all, the commerce force and their execution allows us to exist fairly confident in their -- providing guidance for the fresh year. As Niran mentioned, the mid reach for revenue growth would exist around 10%. So, their guidance is from $190 million to $197 million. In terms of earnings, they usher -- they would map for at least -- a growth of at least 20% in their earnings in 2019, again coming out of the $0.65 in 2018, they now usher for the reach of $0.76 to $0.81 in 2019.

    And with that, I gain completed my introduction. Operator, we're pleasurable to vanish into free pdfmp;A session.

    Questions and Answers:


    Thank you. At this time, we'll exist conducting a question-and-answer session. (Operator Instructions) Thank you. The first question comes from the line of affluent Valera with Needham & Company. please proceed with your question.

    Richard Valera -- Needham & Company -- Analyst

    Thank you. Congratulations, Shabtai, on the nice results and outlook. You mentioned service provider several times in your comments. It sounds dote service provider was an zone of force in '18 and as you traipse into '19. And I just wanted to clarify, it sounded dote you mentioned three specific Tier 1 service provider wins. I was just trying to understand if those were during '18 or if those were once you had already won during '19? And what conclude you credit your sort of increasing force with service providers too, if you could speak on it? Thank you.

    Shabtai Adlersberg -- President and Chief Executive Officer

    Sure. Thanks, Rich. outright in all, yes, service provider segment was very stout in 2018, grew more than 40%. Basically it's a segment where their aptitude to penetrate fresh service providers is basically kind of limited to no more than between five to 10 fresh service provider a year. However, each of these service provider being a big one will contribute many millions over several years. Now in 2018, they gain been able to add more wins. I've mentioned three of them, two in Europe; two Tier 1 service provider in two different countries in Europe, and then we've mentioned one service provider in the US, although their fresh wins are not wins that they gain done before.

    Richard Valera -- Needham & Company -- Analyst

    Got it. And can you give any more color on sort of what is driving that stronger service provider business? Is it something in your portfolio that's different this year or something that's changing in their requirements?

    Shabtai Adlersberg -- President and Chief Executive Officer

    Yeah. Well, it's a process. It's a process that they invested for the past five years, seven years in building as much as complete portfolio of products for the service provider space, mainly customer premises equipment, CPE products. They sustain improving their performance on their routing capability, on adding more features, on supporting the fresh technologies in the Wide zone Network's access. So, it's really more the very mature, very advanced portfolio. They conclude not discern much competition there. Obviously, Cisco is in the space, few more exiguous companies there, but their investment shows us that they are making products in that space, and they should exist well based in that segment for the next five years, seven years now, very arduous to discern any of their deals that will penetrate that space shortly.

    Richard Valera -- Needham & Company -- Analyst

    Got it. And then on the UC-SIP business, another very stout year. It sounds dote 30% plus growth there, and was better than kind of the 20% plus, I think, you've been looking for heading into the year. Can you give us a sense of how you discern that business, actually the growth rate of that commerce going forward? Is it sustainable in kind of that 20% or better range? And any color on the Teams for Skype for commerce dynamic? I know it sounds dote you're thinking they're going to exist in a co-existence mode. I guess a quarter ago, you told that Teams still gain a yoke of quarters before it was really kind of up to speed, but maybe that has changed. So just any color on the Teams for Skype for commerce dynamic would too exist appreciated. Thank you.

    Shabtai Adlersberg -- President and Chief Executive Officer

    Right. Yes. So, yes, they generally usher for UC-SIP to grow between 15% and 20% a year. Indeed, 2018 was a surprise. They saw much better growth. At this stage, it's difficult to assume that they would exist able to restate that 30% growth rate in 2019. But they definitely believe we'll conclude at least 20%. Basically outright of the components in that commerce line, if you rob Session verge Controllers which grew 25%, the phone commerce which grew nicely above 40%, the MSBR commerce which grew near to 50%, the management -- the Voice Management Suite product goes into Microsoft space. So they gain judgement to believe that they will discern 20% and north of that in 2019.

    As to Teams, yes, they said, and they conclude discern that in the field. They believe the Teams will exist much more age for voice deployments starting in mid-2019. Everybody is investing at this stage, ourselves and their competitors. They definitely conclude discern -- where as the growth, you know interestingly enough, while the emphasis moved from Skype for commerce into Teams earlier in the year, they still saw very stout year in Microsoft space for Skype for business, which means that big companies, which invested already in that space will sustain investing. Obviously, majority of their investment these days goes now into Teams and they should exist able to play, you know as you've mentioned, the co-existence play between premises deployment and Teams deployment.

    Richard Valera -- Needham & Company -- Analyst

    Okay, very good. Thanks for that. I'll Get back in the queue. Thank you.

    Shabtai Adlersberg -- President and Chief Executive Officer

    Sure. Thank you.


    Thank you. At this time, I will gyrate the floor back to management for closing remarks.

    Shabtai Adlersberg -- President and Chief Executive Officer

    Okay. Thank you, operator. I'd dote to thank everyone who attended their conference convene today. With continued pleasurable commerce momentum and execution in 2018, they believe they are on track to achieve in 2019 another year of growth and expansion for their business. Continuing to invest in their markets, they believe they will exist paving the road for further growth in future years. They watch forward to your participation in their next quarterly conference call. Thank you very much. gain a nice day. Bye-bye.


    Thank you. This concludes today's conference. You may disconnect your lines at this time. Thank you for your participation.

    Duration: 33 minutes

    Call participants:

    Allison Soss -- Investor Relations

    Shabtai Adlersberg -- President and Chief Executive Officer

    Niran Baruch -- Vice President, Finance and Chief fiscal Officer

    Richard Valera -- Needham & Company -- Analyst

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