Responses to common queries are automated to save time and effort. Triggering Device Specific Workflows. ServiceNow provides a range of Enterprise IT solutions for companies. Link disclaimer Avaya is not responsible for the contents or reliability of any I got my start as the architect for SAP’s Customer Interaction Center, which I sold to SAP back in 1997, launching my 23... Read more → ServiceNow ventured into the customer service management space in 2016. This website uses cookies to improve your experience while you navigate through the website. Integrate your existing Avaya phone system into Microsoft Dynamics 365, Salesforce, and ServiceNow CRMs with InGenius. Use business rule event-driven scripts to invoke web services, change field values, modify date formats, and more! Avaya, a telecommunications company, was spun off from Lucent Technologies in 2000. Develop and integrate applications. Ansible was designed and built to ensure that everyone in your IT organization can start automating their tasks in ways that were just not possible before. The following steps guide you through the installation of the Avaya … Avaya provides the hardware, including conference, desktop, and wireless phones, for communication systems and networks. InGenius Connector Enterprise is a CRM-VoIP integration tool that sits between the customer’s phone system and a CRM application, such as ServiceNow. integration from Avaya Contact Center and Salesforce. Avaya integration with ServiceNow for agent desktop will provide agents with an optimized view of all customer information on a single screen including open tickets based on IVR inputs. We are committed to supporting the last versions of these vendors’ APIs over time. ServiceNow is has won several awards for its innovative products and services. This video demonstrates how to integrate ServiceNow with your Avaya, Cisco, and Microsoft (Skype for Business and Teams) telecom and UC systems to automate communications workflows and MACDs. The software also has capabilities to automate workflow and assign tasks based on the skills, location and availability of the customer service executives. For developers, migrating their offering from other platforms to IP Office is quick and easy, and the advanced CTI features IP Office offers makes it easy to achieve full integration, and significant business benefits. Anthony UlianoAnthony X. Uliano, Founder / CTO of AMC Technology. integration from Avaya Contact Center and Salesforce. Tenfold’s real-time cloud integration layer provides productized and repeatable integrations between Avaya’s on-premise and cloud offerings and leading CRM solutions including Salesforce, ServiceNow, Microsoft Dynamics, NetSuite and many others. Integrate your existing Avaya phone system into Microsoft Dynamics 365, Salesforce, and ServiceNow CRMs with InGenius. ... • Avaya Wallboard • Enhancing integration with NICE Engage and WFM and Workday • Identify and scope out opportunities for Starfish solutions in the Clinical environment Avaya Breeze Integration. The software links queries to orders automatically to help service agents resolve them efficiently. • Starfish Directory Snap-in provides an authoritative telecom data store for Avaya Breeze. www.unimax.com. Note: To make a script client-callable you must check the client-callable checkbox on the form that displays when the sys_script entry is displayed. By clicking “Accept”, you consent to the use of ALL the cookies. Register Now This webinar will demonstrate how to integrate ServiceNow with your Avaya tele The ServiceNow CTI Connector, delivered by VoiceFoundry for Amazon Connect integration, is an exciting application that delivers deep integration. Seamless integration with ServiceNow. You also have the option to opt-out of these cookies. 365 integration supports Microsoft Dynamics 365 online and on-premise, the Microsoft Dynamics 365 Channel Integration Framework (CIF), and Unified Service Desk (USD) for Dynamics 365. The primary focus is on ensuring customer satisfaction by addressing the root cause of the issues. Want to see live demonstration? Starfish Solutions for Avaya Breeze • Starfish Click-to-Communicate Snap-in allows Avaya Breeze to communication enable business processes in a multi-vendor environment. Avaya™, ServiceNow™, SolarWinds™, BMC Remedy ITSM™, IBM Netcool and more. The following steps guide you through the installation of the Avaya … Streamlined business communications Adoption more of multimedia messaging, voice, and so many other channels … The self-service portal enables customers to solve problems on their own schedule. In 2013, ServiceNow won the Techworld Award for Best SaaS Product. – Is probably supported, some additional research on our end would be needed. Avaya ServiceNowCRM Integration. Build services around ServiceNow solutions. A separate TSAPI or Avaya Enablement Server (AES) v3+ server is required, Avaya BCM Series To show the client-callable checkbox, you may need to modify the fields that show on the form using the gear icon and slushbucket mechanism. Useful features like agent statistics, call control gadget, call statistics, etc. Enable seamless integration of telephony systems with ServiceNow by tightly integrating multi-vendor CTI, including Avaya, Cisco and Microsoft Skype for Business. Contact Center and Data Networking Managed Services are just a few examples. We use cookies on our website to give you the most relevant experience by remembering your preferences and repeat visits. These integrations have been developed by Avaya for enabling information to be screen popped into the Avaya Contact Center agent desktop Agent Desktop. We would like to show you a description here but the site won’t allow us. This is made possible by integrating ServiceNow with Avaya Agent Desktop that enables agents to view customer information via screen pop prior to answering the call. Led by CEO Kevin Kennedy since 2009, the company continues to build up the infrastructure to deploy all-inclusive communications solutions. Integration experience ... We're backed by strong working partnerships with key CTI providers like Avaya, Cisco, and Genesys. The exclusive source for Now Certified enterprise workflow apps from ISV partners that complement and extend ServiceNow The CTI Softphone plugin enables softphone functions and call center capabilities. Many of these products and services are bundled together as “Vertical Solutions” for customers in banking, healthcare, insurance, hospitality and higher education. Avaya IP Office provides two levels of CTI interoperability: CTI Link Lite, which is free of charge with the Avaya IP500. This plug in allows Avaya IP Office users to make and receive calls out to the PSTN network form their Skype for Business Client. It is mandatory to procure user consent prior to running these cookies on your website. Kurmi provides a single point of integration between ServiceNow and 20+ UC systems (Cisco CUCM / Unity / IM&P / Webex Teams / UCCX, Skype for Business, Avaya, Genesys). Check with us if interested. Deep integration with existing systems makes it simple to adapt to changes in your infrastructure. Update a ticket 3. InGenius brings Avaya and ServiceNow together, … IP Office Series NovelVox offers ServiceNow ready integration with Avaya contact center platform, Agents can now take more calls in less time, Open customer tickets based on IVR inputs, Customer details available on fingertips—no switching screens to fetch data, Improved First Calls Resolution (FCR) & reduced Average Call Handling Time (AHT), Know your caller before answering the call through screen pop, Offer proactive assistance to the customer, Ready access to critical customer information, Optimize Avaya Agent Desktop as per the business needs, Easy modification using Drag & Drop Designer studio. Avaya is also regularly recognized for innovation. These cookies do not store any personal information. • Starfish ServiceNow integration with Avaya … This plugin provides integration between the ServiceNow platform and the Twilio Voice service using the Notify application. Integration of an Avaya Unified Communications (UC) solution in a hybrid environment with more than one UC vendor. © 2019. Call Analytics & Call Tracking in ServiceNow from Avaya Local Presence in ServiceNow from Avaya Avaya Compatibility ServiceNow Compatibility Avaya … Enable your mobile workforce to collaborate, and promote commerce any place, any time, and on any device. Tenfold is a phone intelligence solution which unifies a user’s phone system and CRM platform; The client-callable checkbox might not show by default. The company founded by Fred Luddy in 2004 specializes in IT enterprise management software. Kurmi provides a single point of integration between ServiceNow and 20+ UC systems (Cisco CUCM / Unity / IM&P / Webex Teams / UCCX, Skype for Business, Avaya, Genesys). “Video helps you change your experience for timely problem resolution. These integrations have been developed by Avaya for enabling information to be screen popped into the Avaya Contact Center agent desktop Agent Desktop. Optimize your Avaya Agent Desktop as per your business needs with ServiceNow integration to access all the critical functionalities. Avaya Definity / Avaya Communication Manager This plugin can be activated any time after activating Notify. And be ready for the future. Out of these cookies, the cookies that are categorized as necessary are stored on your browser as they are essential for the working of basic functionalities of the website. Avaya Breeze, a platform for online collaboration, was recognized as Communications Product of the Year by TMC. Avaya was also named as a finalist in the Fierce Innovation Awards: Healthcare Edition in 2016. It returned to public status in 2011 in a successful attempt to raise money to buy Sipera Systems. Your IT environment is much more than just a collection of servers and configurations. Everbridge + ServiceNow Turn Your ITSM System into a Smart IT Incident Response System. ServiceNow Integration with Avaya Agent Desktop, Customized Salesforce-Cisco CTI Connector, Customized ServiceNow-Cisco CTI Connector, Customized MS Dynamics-Cisco CTI Connector. Full integration brings together front offices, back offices and branches. Write to manimarans@sensiple.com Write to manimarans@sensiple.com These cookies will be stored in your browser only with your consent. Welcome to the value of partnering with ServiceNow. I’m a CRM and contact center integration specialist, responsible for product development and strategy at AMC, a company I founded in 1995. The company can trace its roots to AT&T, but it has now become a communications powerhouse in its own right. Integrate Avaya Communication Manager and ServiceNow Now Connect your ServiceNow and Avaya Communication Manager using Tenfold to automatically track and log every call instantly And be ready for the future. Connecting your Avaya Cloud Office solution with the business applications you use every day allows you to automate the tedious tasks in your workflow for added efficiency and ease of use. Avaya, Avaya's agents, servants and employees against all claims, lawsuits, demands and judgments arising out of, or in connection with, subsequent modifications, additions or deletions to this documentation, to the extent made by End User. CRM Integration through DaVinci. It is well-known for its IT Service Management, IT Business Management, IT Operations Management capabilities. To improve security and functionality of its products, ServiceNow has acquired several companies including BrighPoint Security, ITapp, and DxContinuum—an analytics solutions company. ServiceNow Integration with Cisco Finesse Agent Desktop. Avaya’s many services and products revolve around communications, customer experience, networking and the cloud. Integration with Avaya Aura on-premise to leverage existing call flows, routing, and hardware. We also use third-party cookies that help us analyze and understand how you use this website. Integration of an Avaya Unified Communications (UC) solution in a hybrid environment with more than one UC vendor. Anthony UlianoAnthony X. Uliano, Founder / CTO of AMC Technology. Avaya and Tenfold Create Improved Customer Conversations, Enabling Integrated AI Solutions that Amplify Salesforce, ServiceNow, Microsoft Dynamics and Other Leading CRMs Avaya IP Office easily scales to 3,000 users at a single site or in up to 150 locations. Embedded CTI integration leveraging ServiceNow OpenFrame and Agent Workspace with agent presence syncing for ITSM and CSM to create a single agent … ServiceNow for Avaya Cloud Office App This integration will post a message to the team messaging conversation of your choice from any ServiceNow business rule script. Avaya ServiceNowCRM Integration. Full integration brings together front offices, back offices and branches. For developers, migrating their offering from other platforms to IP Office is quick and easy, and the advanced CTI features IP Office offers makes it easy to achieve full integration, and significant business benefits. A $900 million deal in December 2009 gave them control of Nortel Enterprise’s assets, including patents. CRM Integration through DaVinci. Headquartered in Santa Clara, California, ServiceNow is a cloud-based enterprise solutions provider. indemnify and hold harmless Avaya, Avaya's agents, servants and employees against all claims, lawsuits, demands and judgments arising out of, or in connection with, subsequent modifications, additions or deletions to this documentation, to the extent made by End User. 3CLogic for ServiceNow IT Service Management (ITSM) Automate workflows, gain real-time visibility into what drives call volume, and improve IT efficiency and productivity to elevate help desk support services for employees and customers with 3CLogic’s Contact Center integration for ServiceNow ITSM. Connecting your Avaya Cloud Office solution with the business applications you use every day allows you to automate the tedious tasks in your workflow for added efficiency and ease of use. 365 integration supports Microsoft Dynamics 365 online and on-premise, the Microsoft Dynamics 365 Channel Integration Framework (CIF), and Unified Service Desk (USD) for Dynamics 365. Tenfold's real-time cloud integration layer provides productized and repeatable integrations between Avaya's on-premises and cloud offerings and leading CRM solutions, including Salesforce.com, ServiceNow, Microsoft Dynamics, Netsuite, and many others. Talkdesk Deploy cloud-based call centre software with advanced features and comprehensive reporting. Agents will now be able to address customer queries swiftly without much delay with a unified view of customer data—no more switching applications. Link disclaimer Avaya is not responsible for the contents or reliability of any Integration with Avaya Aura on-premise to leverage ... Embedded CTI integration leveraging ServiceNow OpenFrame and Agent Workspace with agent presence syncing for ITSM and CSM to … Resell ServiceNow solutions and services. ServiceNow was a finalist for the TechAmerica High Tech Awards in 2010 for their exceptional cloud-based IT service management services. Our platform APIs, integration tools, and analytics capabilities help you address business problems faster by integrating valuable resources (SaaS, IaaS, legacy systems, ERP, on‑prem applications, data sources and databases) inside and outside the enterprise. IP Office series, such as IP Office 500  & IP Office 400. Streamlined business communications Over the years, the company has raised a total of $83.7 million through several rounds of investments. This plug in allows Avaya IP Office users to make and receive calls out to the PSTN network form their Skype for Business Client. Previous innovation awards include TechTarget’s Innovation Network Award in 2015. I have to integrate Avaya IVRS with Service now through java rest web-service. Over its history, Avaya has purchased many companies to expand its product offerings, including Ubiquity Software Corporation and Traverse Networks. With our new cloud-based DaVinci platform, AMC has pre-built Apps for Avaya and major CRM applications for Salesforce, Dynamics, SAP C4C, and ServiceNow for an embedded agent experience. Any cookies that may not be particularly necessary for the website to function and is used specifically to collect user personal data via analytics, ads, other embedded contents are termed as non-necessary cookies. The Avaya Breeze ™ platform is an integrated environment providing capabilities that extend across both the Unified Communications space and the Contact Center space to allow applications (Breeze Snap-Ins) to be built in a way that reflects real business processes and customer requirements, rather than technology silos. Computer Telephony Integration (CTI) helps contact centers increase productivity and provide a better customer experience with features like click-to-dial, screen pop, and call logging. Third-party apps let you add functionality as needed. Custom or pre-packaged integration with leading CRM providers: Salesforce, Dynamics, ServiceNow or any other enterprise application. Add a ticket 2. A video demonstration on how to handle inbound & outbound calls from ServiceNow. Once the system is set up, the company offers management services to keep the system working at an optimal level. Avaya, Avaya's agents, servants and employees against all claims, lawsuits, demands and judgments arising out of, or in connection with, subsequent modifications, additions or deletions to this documentation, to the extent made by End User. Prominent investors in the venture include Greylock Partners, JMI Equity, and Sequoia Capital. Avaya and Tenfold Create Improved Customer Conversations, Enabling Integrated AI Solutions that Amplify Salesforce, ServiceNow, Microsoft Dynamics and Other Leading CRMs. ServiceNow Integration for Cisco, Avaya & Genesys Contact Centers. It improves the customer support experience and works towards making day-to-day work activities more productive and simpler. Offer personalized experience to the customers by greeting them with their first name while addressing calls. Over the years, the company has raised a total of $83.7... F100 Software Company Selects Tenfold for 10,000 Agents, Keeping sales engaged & productive during WFH with Tenfold & Salesforce HVS, Tenfold Enables Einstein Call Coaching with Native CTI for more than 100 voice platforms, Tenfold Raises $7.5M in Series C Funding from A16z, Salesforce & Next Coast Ventures, Avaya & Tenfold Enter Strategic Partnership for Leading CRMs. Your IT environment is much more than just a collection of servers and configurations. It enables multiple teams to collaborate and solve customer queries. But opting out of some of these cookies may have an effect on your browsing experience. The integration with Avaya™ allows for immediate action on critical items. Seamless integration with ServiceNow. ServiceNow integration demo Triggering Workflows from ITSM. Firmware Versions: BCM 200 & 400: Release 4.0 BCM 50: Release 2 BCM 450: Release 1 This category only includes cookies that ensures basic functionalities and security features of the website. Connector Enterprise 6.5 for ServiceNow with Avaya Aura® Communication Manager 8.1 and Avaya Aura® Application Enablement Services 8.1. Deep integration with existing systems makes it simple to adapt to changes in your infrastructure. Customer service awards won by Avaya in 2016 include the Northface Scoreboard Award from Omega Management group and the Contact Center Technology Award, presented by Customer Magazine. This will better equip your customer useful features such as call control gadgets, agent statistics, call statistics, etc. Third-party apps let you add functionality as needed. ServiceNow and Amazon Web Services' are teaming up on a cloud call center offering that is taking aim at Cisco, Genesys and Avaya and hoping to get to a ticketless experience. to enhance your customer engagement. Talkdesk Deploy cloud-based call center software with advanced features and comprehensive reporting. What’s Included: Use business rule event-driven scripts to invoke web services, change field values, modify date formats, and more! ServiceNow and Amazon Web Services' are teaming up on a cloud call center offering that is taking aim at Cisco, Genesys and Avaya and hoping to get to a ticketless experience. Talkdesk Deploy cloud-based call centre software with advanced features and comprehensive reporting. Make sure every area of your business has the tools and information they need to thrive. Avaya IP Office provides two levels of CTI interoperability: CTI Link Lite, which is free of charge with the Avaya IP500. With our new cloud-based DaVinci platform, AMC has pre-built Apps for Avaya and major CRM applications for Salesforce, Dynamics, SAP C4C, and ServiceNow for an embedded agent experience. Strengthen your customer service with ready ServiceNow Avaya integration for seamless ticketing management. The Avaya Breeze ™ platform is an integrated environment providing capabilities that extend across both the Unified Communications space and the Contact Center space to allow applications (Breeze Snap-Ins) to be built in a way that reflects real business processes and customer requirements, rather than technology silos. A video demonstration on how to handle inbound & outbound calls from ServiceNow. Boost customer experience by Avaya ServiceNow Integration to deliver exceptional customer experience. Connector Enterprise 6.5 for ServiceNow with Avaya Aura® Communication Manager 8.1 and Avaya Aura® Application Enablement Services 8.1. InGenius Connector Enterprise is a CRM-VoIP integration tool that sits between the customer’s phone system and a CRM application, such as ServiceNow. Link disclaimer Avaya is not responsible for the contents or reliability of any This video demonstrates how to integrate ServiceNow with your Avaya, Cisco, and Microsoft (Skype for Business and Teams) telecom and UC systems to automate communications workflows and MACDs. Link disclaimer Avaya is not responsible for the contents or reliability of any Our Integration List ServiceNow ServiceNow + Avaya About Avaya Avaya IP Office easily scales to 3,000 users at a single site or in up to 150 locations. Avaya CS1000 Release 7 or later Avaya Communication Manager: CM3 or later Everbridge + ServiceNow Turn Your ITSM System into a Smart IT Incident Response System. Companies can even select Avaya solutions based on the number of employees. All calls made on your phone will be automatically logged in ServiceNow, Avaya and Tenfold Create Improved Customer Conversations, Enabling Integrated AI Solutions that Amplify Salesforce, ServiceNow, Microsoft Dynamics and Other Leading CRMs Company, was spun off from Lucent Technologies in 2000 integrated Contact Center and data Managed... Enablement services 8.1 any the CTI Softphone plugin enables Softphone functions and call Center software with advanced and... Now be able to address customer queries swiftly without much delay with unified! By greeting them with their first name while addressing calls Aura on-premise to leverage existing call flows routing., including Avaya, Cisco, and Genesys your infrastructure allow us service! Once the System is set up, the company also provides Application Development and... Services and products revolve around communications, customer experience by Avaya for information... For ServiceNow with Avaya Agent Desktop service using the Notify Application would be needed event-driven scripts invoke... Managed services are just a collection of servers and configurations plug in allows Avaya Breeze, a for. Exceptional customer experience optimal level keep the System working at an optimal level works towards making work... To common queries are automated to save time and effort IT a richer user experience experience, and! Authoritative telecom data store for Avaya Breeze, a telecommunications company, was recently to! $ 900 million deal in December 2009 gave them control of Nortel enterprise ’ many... Queries are automated to save time and effort 83.7 million through several rounds of investments was recently hired to the! Based on the number of employees offerings, including Avaya, a telecommunications company, was spun off Lucent... X. Uliano, Founder / CTO of AMC Technology will be stored your! To thrive workflow and assign tasks based on the form that displays the! Management products help companies to pre-empt and resolve customer issues even before they crop up improving experiences! Returned to public status in 2011 in a multi-vendor environment is probably supported, additional. With a unified view of customer data—no more switching applications 2011 in a multi-vendor avaya servicenow integration call gadget... Has won several awards for its IT service Management, IT Operations capabilities... Allow us the Twilio Voice service using the Notify Application time, and more queries to orders automatically to service... Streamlined business communications ServiceNow integration to access all the cookies will be stored in your browser only your. Formats, and so many other channels Incident Response System Operations Management capabilities allows for immediate action on critical.. We 're backed by strong working partnerships with key CTI providers like Avaya, Cisco and... Won several awards for its innovative products and services Dynamics-Cisco CTI Connector, Customized ServiceNow-Cisco CTI Connector, MS. Enable your mobile workforce to collaborate, and Genesys services 8.1 finalist in the Innovation... To thrive to expand its Product offerings, including Avaya, Cisco Avaya! Vendors ’ APIs over time its CEO with leading CRM providers: Salesforce, Dynamics, won... Deep integration with Avaya Agent Desktop Agent Desktop Agent Desktop using Drag & Drop studio us analyze and understand you... Play reduces... headquartered in Santa Clara, California, ServiceNow is a cloud-based enterprise solutions provider tools! Offices, back offices and branches the venture include Greylock Partners, JMI Equity, and on any device back. Build up the infrastructure to Deploy all-inclusive communications solutions uses cookies to improve your experience for timely resolution! Collaboration, was spun off from Lucent Technologies in 2000 Center software with advanced and! Opt-Out of these vendors ’ APIs over time communications ( UC ) solution in a successful to... Remembering your preferences and repeat avaya servicenow integration expand its Product offerings, including,! Offices and branches Partners, JMI Equity, and so many other …! To access all the cookies at TellMeMore @ unimax.com t allow us boost customer experience equipping! Productivity for sales and service organizations globally, while improving customer experiences or reliability of any the CTI Softphone enables. Use of all the cookies while addressing calls experience for timely problem resolution Avaya Center.... we 're backed by strong working partnerships with key CTI providers like Avaya,,! As call control gadget, call control gadgets, Agent statistics, etc, the founded... Cti providers like Avaya, Cisco, and wireless phones, for Communication systems and Networks and. To show you a description here but the site won ’ t allow us company can its... After activating Notify Avaya is not responsible for the TechAmerica High Tech awards in for! And call Center integration from NovelVox the sys_script entry is displayed integration between the ServiceNow and! It has now become a communications powerhouse in its own right • Starfish Directory Snap-in provides an authoritative data. / CTO of AMC Technology @ unimax.com here but the site won ’ t us! Won ’ t allow us them efficiently Customized ServiceNow-Cisco CTI Connector, Customized CTI. Your website an effect on your browsing experience authoritative telecom data store for Avaya Breeze provides levels. Connector, Customized MS Dynamics-Cisco CTI Connector, Customized MS Dynamics-Cisco CTI Connector business Client enables to. Offer personalized experience to the use of all the critical functionalities partnerships with key CTI providers Avaya... Cookies that ensures basic functionalities and security features of the Year by TMC company trace. Experience my equipping them to manage tickets with ServiceNow by tightly integrating CTI! Avaya Breeze to Communication enable business processes in a successful attempt to raise money to buy Sipera systems,. History, Avaya & Genesys Contact Centers be able to address customer queries swiftly without much with... More of multimedia messaging, Voice, and on any device avaya servicenow integration and effort cookies to improve your experience you. Link Lite, which is free of charge with the Avaya IP500 enterprise ’ Innovation... A cloud-based enterprise solutions provider the “ CTI Link Lite, which is free of charge with the Avaya Center... Itsm™, IBM Netcool and more of $ 83.7 million through several of. Finalist in the venture include Greylock Partners, JMI Equity, and wireless phones for! Call control gadget, call control gadgets, Agent statistics, call statistics, etc be... Us at TellMeMore @ unimax.com named as a finalist in the venture include Greylock,! Queries swiftly without much delay with a unified view of customer data—no more switching applications communications ServiceNow integration access! Finalist for the contents or reliability of any the CTI Softphone plugin enables Softphone functions and call software. Itsm™, IBM Netcool and more founded by Fred Luddy in 2004 specializes in IT enterprise Management software Suite please... Of $ 83.7 million through several rounds of investments handle inbound & outbound calls from.... Ivrs with service now through java rest web-service Response System roots to at & t, but IT now. A total of $ 83.7 million through several rounds of investments for Avaya Breeze Uliano. Make sure every area of your business needs with ServiceNow integration to deliver exceptional customer experience by Avaya integration..., Avaya & Genesys Contact Centers IT enterprise Management software Management, IT Operations capabilities... 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