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CASE analyze: Telecom Serbia transforms consumer journey with Avaya | killexams.com existent questions with brain dumps

Operator doubled its attainment of SLAs on cell services with very nearly zero deserted calls after leveraging Avaya's contact centre options and abilities

Telecom Serbia has converted its customer journey for more than seven million subscribers, after working with Avaya on a four-12 months strategic diagram to combine distinctive communications touchpoints.

Sharing its success account at the these days concluded GITEX know-how week 2017 in Dubai, the operator notable that it has managed to double its attainment of SLAs on cell capabilities with practically zero deserted calls after leveraging Avaya's contact centre solutions and knowledge.


Telecom Serbia had a few challenges with customer journey that it desired to counter. provider stages were fairly low as a result of a number of constraints just affection the variety of individuals they needed to cater to and expense limitations.

The protest was to permit prosperous voice and self-functions, maintain an built-in CRM and supply omni-channel customer journey.

Telecom Serbia is a account about transformation of service suppliers, says Emir Susic, senior director, Avaya professional functions, Avaya overseas. four years in the past, the operator requested Avaya to create with them a discovery workshop to exist aware how their contact centre operates, and selected Avaya to radically change the platforms and approaches.

In collaboration with the operator, Avaya created a four-yr roadmap and kicked off execution of projects one after an extra. The initiatives were focused on different areas- automation; integration of communique channels; integration with functions and 360-degree customer view- every bit of of which in the pause resulted in omni-channel adventure.


Avaya worked with the operator to implement an omni-channel customer event model that now hyperlinks every bit of Telecom Serbia groups with a 360 view of the customer.

options deployed inside the Telecom Serbia CC transformation roadmap:

Infrastructure Contact Centre options

- Avaya air of secrecy communique manager, offers voice, video, messaging, and customer contact functions converge on a solitary community, to unfold clever and supple communications every bit of the pass through the company.

- Avaya aura name core Elite, allows finished analytics for consumer service sophistication and differentiation, through an brilliant routing deployment mannequin.

Contact core routing and laptop Telephony Integration (CTI)

- Avaya interplay center, helps businesses optimise employ of supplies to carry fantastic customer reliance and repair across very nearly any chosen voice, email, or internet communique channel. The platform includes a customary, media impartial contact engine and client interaction repository that presents users a means to personalise routing and agent altenative according to enterprise client segmentation ideas and service levels.

performance management and Analytics

- Avaya name administration system (CMS), enables for integrated analysis and reporting reply with virtual access to the contact core and the means to view the efficiency of a solitary agent or community of brokers to managing a contact core with assorted places global.

automatic event management

- Avaya air of mystery smack portal, used to create customized omnichannel customer experiences with cell, internet, & voice self-provider purposes.

custom APS options

- Video expert answer, makes it possible for for video CC capabilities together with chat, co-browse and document creation with advanced computerized diagnostic device that provides Proactive issue Prevention

- Avaya setting up Framework, ensures seamless insurance policy of sensitive assistance through advanced IVR framework and cell AIF (cell/Smartphone based mostly visible IVR answer)

- Avaya interplay middle with Siebel CRM integration, which optimises the employ of components to deliver splendid consumer reliance and service across very nearly any chosen voice, electronic mail, or web communique channel.

- C4, a customized agent computer solution for subsequent-technology communications environment

- digital queuing solutions with virtual cling technology (VHT)


"After four years, they can yelp that they dramatically stronger Telecom Serbia's KPIs, and developed omni-channel platform that enabled the telco to determine different modern chances to enrich their enterprise and enhance their revenues, "says Tvrtko Stosic, account manager for Telecom Serbia at Avaya.

Susic says: "because of the transformation, Telecom Serbia's provider stage went up from 40% to ninety six%, which proves the power of expertise."

approximately 430 contact centre brokers at Telecom Serbia can now tap into a solitary source of intelligence on user tradition and community analytics, enabling them to proactively tailor offerings for individual subscribers.

This has allowed the operator to enhance its consumer satisfaction fee with the aid of well-nigh sixteen% and reduce abandoned requires its mounted line and technical back capabilities by over 25%.

moreover, Telecom Serbia delivered first-time conclusion to 32% of its customer--up from pretty much zero in 2013.

in the intervening time, Telecom Serbia decided to enter a modern vertical- banking. It acquired a petite fiscal institution in an attempt to add modern salary stream. The protest became to extend revenues, keeping fees in manage and for this the operator delivered absolutely digital, branchless banking. It built-in the telecom strategies and the banking processes to deliver an entire digital journey to the valued clientele. "For this aim, they extended their contact centre options and brought advanced video solutions to exist able to create sure personal relationships between bankers and valued clientele, which is otherwise now not feasible in a branchless model. They additionally introduced superior collaboration options enabling the operator to race paperless banking operations," says Stosic. "Avaya solutions in this are truly the enabler for digital banking."

Telecom Serbia transforms customer event with @Avaya pic.twitter.com/Jm0eFuVarI

-- CommsMEA (@COMMSMEA) December 21, 2017

(c) 2017 ITP traffic Publishing Ltd. every bit of Rights Reserved. offered by means of SyndiGate Media Inc. (Syndigate.information)., supply middle East & North African Newspapers

New Avaya Contact core options aid companies grasp the Omni-Channel consumer smack | killexams.com existent questions with brain dumps

SANTA CLARA, CA--(Marketwired - Mar 11, 2014) -

  • newest reply unifies and simplifies multichannel self-service and proactive tryst with a single, software platform
  • Transforms customer service techniques with mixed SMS, email, and tangle in feel with-based campaigns that extend consequences
  • Intelligently coordinates capabilities and supplies in keeping with precise-time insights
  • Avaya nowadays announced modern and superior client adventure administration solutions to aid agencies dispose of the fragmented, high-effort carrier that jeopardizes consumer loyalty and income increase. From a solitary utility platform, modern capabilities enhance attain and convey every point of the customer adventure into a seamless, dynamic circulate with enhanced, actual-time visibility into interactions and contextual tips. The fruits is a transformed consumer smack developed one interaction at a time.

    Avaya survey<sup>i</sup>, 93% of traffic managers recognize that not providing a holistic, personalized, proactive customer smack has potential consequences which can embrace lost customers, missed sales opportunities and lower revenue, and reduced loyalty." data-reactid="17">in keeping with a fresh Avaya surveyi, ninety three% of enterprise managers respect that no longer featuring a holistic, personalised, proactive client adventure has skills penalties that may consist of lost purchasers, overlooked sales opportunities and reduce salary, and reduced loyalty.

    Avaya client journey management (CEM) options back deliver that holistic, proactive adventure with the aid of enabling businesses to centralize and orchestrate every bit of cellular, internet and summon middle interactions that tangle position every bit of the pass through a customer reliance cycle. groups can now comfortably design and control interactive proactive outreach and self-service applications over SMS and e-mail together with present cell, phone, video, and other feel features from a solitary platform. via doing so, groups maintain stronger visibility, insights, and manage throughout cell, web and the contact center, and permit a consistent, omni-channel customer smack it really is lacking from many consumer carrier options today. 

    the brand modern capabilities can exist create now and provided throughout the following applications:

  • Avaya air of secrecy® event Portal 7.0 is Avaya's market-leading application platform for omni-channel inbound and outbound self-carrier and summon routing applications from Avaya and Avaya DevConnect companions. The latest unencumber builds on the platform's open, internet capabilities-based mostly structure with back for two-means SMS and e-mail. modern zoning capabilities create it less demanding to localize dawn of client reliance calls and cleave back community prices. 
  • Proactive Outreach supervisor brings together administration of every bit of outbound communications -- from agent-primarily based predictive dialing campaigns to automated voice, electronic mail, SMS indicators and capabilities -- prerogative into a solitary solution managed on the Avaya air of mystery journey Portal. the modern release supports agent-based mostly predictive dialing with each Avaya charisma summon seat Elite and the latest release of Avaya charisma Contact core. 
  • clever client Routing helps optimize each and every interplay via precise-time visibility into caller intent, pass channel interplay historical past and different enterprise insights. The newest release allows for even finer wield in keeping with goal provider ranges, traffic supplies, and client segmentation.
  • Avaya Aura smack Portal.&nbsp;<strong>Avaya Aura Orchestration Designer</strong>, which comes free with Avaya Aura smack Portal and Avaya Aura Contact Center, allows developers to create self-service and agent workflows across mobile, SMS, email, social, and other contact seat and web feel points." data-reactid="24">Avaya Proactive Outreach and brilliant client Routing applications race on Avaya charisma event Portal. Avaya charisma Orchestration dressmaker, which comes free with Avaya aura smack Portal and Avaya charisma Contact core, allows developers to create self-carrier and agent workflows across cell, SMS, email, social, and different contact middle and net feel points.

    Avaya Aura® Collaboration Environment will build on these capabilities to enable simplified context management, enterprise labor assignment, real-time speech analysis, WebRTC and more. Avaya Aura <a rel="nofollow noopener" href="http://ctt.marketwire.com/?release=1096847&amp;id=3981718&amp;type=1&amp;url=http%3a%2f%2fwww.avaya.com%2fusa%2fproduct%2favaya-aura-collaboration-environment" target="_blank">Collaboration Environment</a> enables rapid, cost-effective solution evolution and repeatability. Non-developers can integrate snap-ins for drag and drop programming of real-time and long running transactions. Avaya CEM-ready now, the next release of Avaya Aura Collaboration Environment and Avaya Snap-ins are planned to exist generally available later this year." data-reactid="25">extra, the next evolution of the Avaya charisma® Collaboration ambiance will construct on these capabilities to enable simplified context administration, commercial enterprise labor assignment, true-time speech evaluation, WebRTC and more. Avaya aura Collaboration atmosphere permits fast, within your budget solution evolution and repeatability. Non-builders can combine snap-ins for drag and drop programming of actual-time and long running transactions. Avaya CEM-able now, the next liberate of Avaya air of mystery Collaboration atmosphere and Avaya Snap-ins are deliberate to exist often available later this yr.

    Avaya professional capabilities aid companies optimize client journey management via an entire menu of capabilities for self-provider and agent-assisted contact middle environments. 


    Avaya enables companies to nigh the gap between what customers expect today and back companies build truly legendary experiences -- one interaction at a time."<br> <em><strong>Mark de la Vega, vice president and universal manager, Customer smack Management Solutions, Avaya&nbsp;</strong></em>" data-reactid="28">"companies can now not find the money for to keep the reputation quo via relying on older contact middle applied sciences considering the expense and disruption of an help will deliver their operations in danger. The bigger picture is that if they don't tackle the altering client demands their entire traffic is already in danger. Avaya makes it possible for agencies to nigh the hole between what customers predict these days and assist agencies build basically legendary experiences -- one interaction at a time."Mark de la Vega, vice chairman and frequent manager, customer event management options, Avaya 

    Avaya Contact seat solution they maintain been able to dramatically help service and realize faster times to market for modern programs and services"<br> <em><strong>Mario Soro Fernandez, CRM director, Telefonica Spain</strong></em>" data-reactid="29">"when they merged both consumer reliance options from Telefonica, mounted Line and cell, they had been dealing with a very complex circumstance and desperately mandatory to simplify their contact middle to create inescapable a reliable, consistent consumer adventure. Simplicity was censorious with over 25,000 agents spread across different continents, techniques and with an gigantic diversity of services. considering that they now maintain applied the Avaya Contact seat solution they now maintain been capable of dramatically extend service and recognise quicker times to market for brand spanking modern classes and functions"Mario Soro Fernandez, CRM director, Telefonica Spain

    Avaya is one of the few vendors that tender it today. Using a solitary platform to design and deliver an omni-channel smack will enable the consistency, insight and operational benefits both companies and customers want today." <br> <em><strong>Nancy Jamison, principal analyst, Customer Contact, Frost &amp; Sullivan</strong></em>" data-reactid="30">"proper integration of the consumer event across every bit of available communications channels, devices and purposes is the holy grail of client service, and Avaya is among the few carriers that tender it these days. the employ of a solitary platform to design and carry an omni-channel adventure will permit the consistency, perception and operational advantages each organizations and shoppers wish today."Nancy Jamison, vital analyst, customer Contact, Frost & Sullivan

    Story Continues

    extra materials Avaya related blog: The medical professional Will text You Now

    Avaya Aura Platform, Enterprise, Contact Center, Customer smack Management, CEM, Customer Experience, Proactive Engagement, Inbound Self-Service" data-reactid="36">Tags: Avaya, Avaya charisma Platform, business, Contact middle, consumer journey management, CEM, consumer journey, Proactive Engagement, Inbound Self-carrier

    About Avaya Avaya is a worldwide provider of enterprise collaboration and communications solutions, featuring unified communications, contact facilities, networking and linked services to agencies of every bit of sizes around the globe. For greater assistance gladden consult with www.avaya.com.

    certain statements contained during this press release are ahead-searching statements. These statements may exist recognized by the employ of ahead-looking terminology comparable to "anticipate," "trust," "continue," "may," "estimate," "are expecting," "intend," "can also," "could," "plan," "knowledge," "predict," "should still" or "will" or other equivalent terminology. we've based these ahead-looking statements on their present expectations, assumptions, estimates and projections. while they reckon these expectations, assumptions, estimates and projections are inexpensive, such forward searching statements are handiest predictions and accommodate yardstick and unknown dangers and uncertainties, a lot of which are past their control. These and different crucial elements could antecedent their exact effects, performance or achievements to vary materially from any future results, efficiency or achievements expressed or implied by pass of these ahead-searching statements. For a listing and description of such dangers and uncertainties, gladden treat with Avaya's filings with the SEC that are available at www.sec.gov. Avaya disclaims any protest or duty to update or revise any ahead-looking statements, no matter if on account of modern tips, future events or otherwise.

    Avaya and conducted by Dynamic Markets Limited.&nbsp;It details research with traffic managers in great companies and with adult consumers.&nbsp;The 13 countries covered are UK, Germany, the Netherlands, Russia, US, Canada, Singapore, Japan, India, China, Australia, Mexico and Brazil.&nbsp;For the traffic sample, 1268 interviews were collected with respondents who confirmed prior to interview that as portion of their job they attain into contact with customers and / or prospects.&nbsp;They besides confirmed that they operate at middle manager even and above, and that in total their organisation has at least 1,500 employees or more.&nbsp;The quantitative interviews were conducted online between 22<sup>nd</sup> January and 4<sup>th</sup> March 2014.&nbsp;Before and during the interviews, respondents were not aware that Avaya had commissioned the research." data-reactid="39">i The survey changed into commissioned by pass of Avaya and performed by using Dynamic Markets confined. It particulars research with traffic managers in ample companies and with adult buyers. The 13 countries lined are UK, Germany, the Netherlands, Russia, US, Canada, Singapore, Japan, India, China, Australia, Mexico and Brazil. For the traffic pattern, 1268 interviews were gathered with respondents who established previous to interview that as a portion of their job they attain into contact with valued clientele and / or possibilities. They besides proven that they operate at seat supervisor even and above, and that in complete their organisation has as a minimum 1,500 employees or more. The quantitative interviews maintain been performed on-line between 22nd January and 4th March 2014. earlier than and throughout the interviews, respondents had been no longer mindful that Avaya had commissioned the research.

    Southeast Asian government company Selects Jacada options to enrich summon core efficiency | killexams.com existent questions with brain dumps

    ATLANTA--(company WIRE)--Jacada, Inc., a leading global issuer of customer provider expertise designed to simplify the interaction between businesses and their clients, announced that a Southeast Asian executive company is deploying a suite of Jacada solutions to raise its summon middle efficiency. The company will employ Jacada options, together with Jacada’s Workspace Unified Agent desktop, Agent Scripting, and Integration and Automation technologies – every bit of available by means of the Avaya DevConnect pick Product application - to assist achieve its goal of featuring a greater omnichannel customer event.

    The agency is faced with challenges to unify a considerable number of computing device functions and techniques, supply streamlined assistance and workflow to client service representatives, cloak process complexities, and cleave back commonplace dealing with time (AHT).

    Jacada’s options combine with the company’s existing Avaya technologies together with the Avaya air of mystery® journey Portal, Avaya charisma communique manager, and Avaya air of mystery software Enablement functions.

    imposing the Jacada options will back the executive company meet its targets together with:

  • An omnichannel consumer adventure by means of contextual transfer to brokers
  • more suitable productivity of agents
  • Implementation of screen pops and agent scripts
  • Contextual logging of client interactions
  • reduced middling wield Time
  • “groups around the world appreciate Jacada’s skill to enhance efficiency of their contact centers,” stated guy Yair, co-CEO, Jacada. “in the course of the Avaya DevConnect select Product program, Jacada has the chance to provide consumers with streamlined the pass to find Avaya-suitable, omnichannel customer journey options.”

    “As a technology confederate within the DevConnect pick Product software, Jacada presents powerful unified agent computer and automation solutions that interoperate with Avaya contact core platforms to convey a competitive talents to their customers,” talked about Eric Rossman, vice president, Developer relations, Avaya. “Jacada products back companies drive effectivity in daily operations and supply better customer experiences.”

    Jacada’s Workspace Unified Agent laptop and Agent Scripting products were compliance-proven for compatibility with Avaya aura communication supervisor as well as other Avaya functions. by pass of integrating with an Avaya platform, agencies can confidently add most excellent-in-class capabilities to their network while not having to change their current infrastructure — helping quicken deployment of latest functions and cleave back each network complexity and implementation costs.

    About Jacada

    Jacada allows for businesses to bring smooth customer self-carrier and agent assisted interactions by using imposing slicing-side cellular, wise device, and internet primarily based visual IVR options, as well as optimized agent desktops, and traffic process optimization tools. customers can improvement from an superior client journey at every contact point with the organization, no matter if on the contact middle, on the cellular, the site, or at the retail keep. Most Jacada deployments deliver finished recur on investment inside the first three to seven months after deployment. founded in 1990, Jacada operates globally with workplaces in Atlanta, country; London, England; Munich, Germany; and Herzliya, Israel. greater suggestions is attainable at www.jacada.com.

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    attraction in the hunt for Idaho horse herd sterilization is pushed aside | killexams.com existent questions with brain dumps

    FILE - during this Sept. 29, 2011, file photograph, some of the 30 horses from the Saylor Creek Herd, released by the U.S. Bureau of Land administration, storm out of their trailers 15 miles south of Glenns Ferry, Idaho. A federal appeals courtroom has pushed aside an pains to allow the sterilization of a herd of untamed horses in Idaho. The ninth U.S. Circuit court docket of Appeals past in Dec. 2017, granted a request by means of the U.S. Bureau of Land management to cease the effort. (Ashley Smith/The instances-news via AP, File), The associated Press

    BOISE, Idaho (AP) — A federal appeals courtroom has brushed aside an pains to enable the sterilization of a herd of wild horses in Idaho.

    The ninth U.S. Circuit court docket of Appeals previous this month granted a request by the U.S. Bureau of Land management to cease the effort.

    documents filed by means of BLM in the hunt for the dismissal of its own attraction did not encompass a cause.

    "This case threatened to set a risky precedent for the sterilization of wild horses prerogative through the West," pointed out Nick Lawton, an lawyer representing American Wild Horse crusade and other organizations.

    The BLM in 2015 released a diagram to sterilize horses in the Saylor Creek Herd management enviornment and replenish the herd with wild horses captured in other places to preserve a herd of 50 to 200 horses.

    The American Wild Horse crusade, The Cloud foundation and recur to liberty sued in 2016, fearing the case might set a precedent. A U.S. District court docket in Idaho ruled in September that the herd had to exist in a position to produce hardy foals, and the BLM appealed final month.

    Federal officers failed to instantly recur calls from The associated Press on Tuesday.

    Lawton spoke of federal groups now and again file appeals to prolong the time they need to pick whether to mount a problem. At any expense, he spoke of, "or not it's in every bit of places."

    The federal court docket within the September ruling observed the BLM diagram violated a requirement that the herd exist in a position to produce match foals. The federal arbiter besides ruled that the BLM didn't reckon "the huge impacts its resolution may besides maintain on the free-roaming nature of the herd nor define why its determination is acceptable despite these influences."

    The BLM says the ambit can back 50 horses. The herd twice seeing that 2006 has been rounded up and held in the agency's Boise Wild Horse Corrals after wildfires destroyed rangeland forage.

    The company has talked about probably the most fresh trap worried 195 horses following a wildfire in August 2010. The BLM in September 2011 released 30 of those horses — 13 adult females and 17 adult males — returned onto the latitude. The agency pointed out a signify this spring discovered the herd had practically tripled with 71 adults and 12 foals.

    Wild horses a ways exceed U.S. government inhabitants goals, and officials yelp the free-roaming horses that number about seventy three,000 can physiognomy hunger. Captured horses are offered for adoption, however 46,000 are being held at executive corrals and pastures costing taxpayers $50 million annually.

    Wild horse advocate organizations maintain puzzled federal population desires for wild horses as being on the low side.

    Suzanne Roy, govt director of yankee Wild Horse campaign, observed that sterilizing the Idaho herd might maintain ended in the sterilization of herds in other states. Her neighborhood and the others had planned to fight within the appeals courtroom, however that is now not integral with the BLM withdrawing its appeal.

    "this is a really vital resolution from their standpoint," Roy spoke of. "It affirmed that the BLM has a prison mandate to control wild, practicable herds."

    The newest: neighborhood became to document intercourse maltreat before settlement | killexams.com existent questions with brain dumps

    l. a. (AP) — The newest on a lawsuit filed via Olympic gold medalist McKayla Maroney (all instances local):

    u . s . Gymnastics says a settlement with Olympic gold medalist McKayla Maroney, who alleged she become abused by using the country wide team's medical professional, became criminal below California law.

    Maroney filed a lawsuit Wednesday in la seeking to invalidate elements of the confidential agreement that become reached in December 2016. She argues she became compelled to signal the agreement to retain the allegations of maltreat by pass of Dr. Larry Nassar secret.

    u . s . a . Gymnastics says in a press release that Maroney's legal professional requested for the exclusive mediation process. The sanctioning build says the constrict covered a "mutual non-disclosure clause and a mutual non-disparagement clause."

    u . s . Gymnastics says it first realized concerning the allegations in opposition t Nassar in 2015 and mentioned him to the FBI.

    Michigan situation university, which turned into additionally named in Maroney's lawsuit, mentioned it would not feel upon pending litigation.

    The U.S. Olympic Committee says the neighborhood that trains Olympic gymnasts pointed out it became contacting legislation enforcement about a group medical professional suspected of intercourse maltreat before it settled with a gold medalist who had been abused for years.

    USOC spokesman expense Jones says they had been first made privy to the allegations involving a usa Gymnastics universal practitioner in the summer of 2015. Jones says country Gymnastics instructed them team officials had been contacting legislations enforcement.

    Olympian McKayla Maroney filed a lawsuit Wednesday alleging that she was forced prerogative into a private constrict with usa Gymnastics in December 2016 to hold the maltreat by means of Dr. Larry Nassar secret. She's pointed out the maltreat every bit of started when she became 13.

    Jones says the group is hopeful modern measures will "help create inescapable that tragedies affection this may not ever tangle position once again."

    Olympic gold medalist McKayla Maroney says the group that trains U.S. Olympic gymnasts pressured her to sign a private agreement to hold allegations of sexual maltreat by means of the team's doctor secret.

    Maroney filed a lawsuit Wednesday in la towards united states Gymnastics and the U.S. Olympic Committee. The suit additionally seeks damages from Michigan situation university, the position the crew's medical professional, Larry Nassar, labored for many years.

    The lawsuit alleges the agreement became unlawful and "for the direct of silencing a generic victim of Nassar."

    Maroney says she authorised the constrict in December 2016 after years of sexual maltreat and "psychological trauma." The phrases weren't disclosed in courtroom papers.

    Nassar has admitted to sexually assaulting feminine gymnasts, possessing child pornography and molesting ladies who sought medication.

    u . s . Gymnastics failed to automatically comment.

    Copyright 2017 The linked Press. every bit of rights reserved. This material can besides not exist published, broadcast, rewritten or redistributed.

    10 people in hospitals after carbon monoxide publicity | killexams.com existent questions with brain dumps

    Authorities yelp 10 individuals had been taken to Washington hospitals after being uncovered to carbon monoxide

    REDMOND, Wash. (AP) — Authorities yelp 10 americans had been taken to Washington hospitals after being uncovered to carbon monoxide.

    KOMO-television reports the Redmond Police department says a car by accident left running early Sunday morning in a storage of an attached Redmond townhome is likely the cause.

    Police yelp the ten victims were in "various tiers of focus" and had been taken to a few hospitals, together with Harborview clinical core in Seattle.

    at the least six victims had been in a solitary townhome.

    Authorities yelp the 911 name and a quick emergency response averted a tragedy.


    suggestions from: KOMO-tv, http://www.komotv.com/


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