Page 20 - Telecom Reseller AprilMay 2015

20 Telecom Reseller
April/May 2015

IoT platform revenues will grow
interoperable solutions. “M2M oten involves Malm.
solutions normally required long development
to €2.4 billion worldwide in 2020 highly customised solutions deployed within hird party IoT platforms enable companies
cycles and high cost, with little scalability and
continued from page 11....
single industry verticals or companies to improve to focus on diferentiation created by unique lexibility to handle a growing number of devices
existing business operations”, said André Malm, capabilities and insights from data rather than and evolving functional requirements” added
Senior Analyst, Berg Insight. IoT puts more duplicating non-diferentiating functionality such Mr Malm. Adoption of third party IoT platforms
emphasis on integration of sensors, devices and as connectivity integration, device management, is now growing rapidly. “Awareness of the
industry verticals, organisations and people – a information systems across industry verticals and data collection, storage and analytics. “In the product category is increasing at the same time
world of Internet of hings (IoT). It is diicult
organisations to transform operations and enable past, companies have oten developed M2M as companies are realising the value of using a
to make a clear distinction between M2M and new business models. “IoT focuses on gaining solutions where connected devices sent data
third party platform rather than re-invent the
IoT, although the term IoT better describes the new insights from analytics based on data from via a network directly to an application that functionality in-house”, concluded Mr Malm. n
evolution of connected devices, with accelerating diverse sources to support decision making, and handled data storage and processing, security Download report brochure: tinyurl.com/
scale and scope, as well as higher focus on
improve products and services”, continues Mr
and business logic”, said Mr Malm. “hese
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ECONFERNCE +++ EXHIBITION +++ NETWORKING +++ FUN
function poorly without suicient voice clarity.
CLX
For large scale deployments, sometimes hundreds
OY
of agents occupy warehouse-like spaces, with DCWHD.usa
employees separated by little more than chest-high E
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partitions. he use of commoditized, low-end D
headsets oten leads to bleed-through banter and
May 19-20, 2015
unwanted oice noise. In this environment, it doesn’t
matter if the end-user has bought a million dollar
solution—the company’s customer service calls
will be garbled and less than efective. he beneits
of even the most robust uniied communications 7Springs Ski & Mountain Resort, PA
system can be masked by poor voice quality,
undermining the promise of leading-edge uniied INFO & REGISTRATION: WWW.WORLDHOSTINGDAYS.COM
communications.
Customers who seek service are oten motivated
to do so by a negative issue or disgruntlement in
the irst place. If they are thwarted by sub-par voice main.FORUM
quality in the course of reaching out for a resolution, it further taints that customer’s experience, oten
belying their ability to attain a quick and satisfying
resolution. In efect, whatever major investment the
company made on their uniied communications
system, the network you have deployed will still fail
to enhance their business if audio quality is ignored.
Without it, your buyer cannot communicate with its
customer base in a compelling and efective manner.
We’ve seen another side efect of low-quality
headset purchases as well, that being entire
storerooms dedicated to replacement headsets
and their components, since lower-end units that
skimp on quality construction are oten virtually Christopher Jimmy Wales
Alex Polvi
Tim Wu
disposable, breaking and losing earpieces on a
regular basis. We’ve in fact heard about companies Mondini Founder of Wikipedia
CEO CoreOS
Professor
that literally keep designated trash bins in call centers Columbia Law School
for the disposal of compromised headsets, due to the Vice president ICANN
extreme frequency with which low-end units tend
to break.
At best, these units then need to be returned to
the vendor for repair or wholesale replacement. networking.ACTIVITIES
herefore, any funds being saved on lower quality
headsets are being squandered later in repair or
replacement costs, in addition to the downtime
required to execute such repairs. Audio quality is in
fact the “irst line” of defense in dealing with the end-
customer, and should be regarded as such in order to
truly justify the capital expenditure a company might
make on an advanced UC deployment. Although
the cost diferential is a factor, its impact is minimal ZIPLINE
GOLF TOURNAMENT
SPORTING CLAYS
in light of the amenities it delivers to the call center.
hese include superior intelligibility, elimination
of static and disruption, and advanced noise
cancellation, all of which enhance the performance
of the telephony network as a whole.
hese features deliver audio quality with the same
level of performance and sophistication as the rest of
your customer’s uniied communications solution. We’d therefore advocate that all trusted channel
partners join in the initiative to make quality audio
performance and voice intelligibility a higher
priority in the contact center marketplace, providing
more compelling solutions that eiciently support
customer engagement. n

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