Page 3 - Telecom Reseller FebMar 2015

February/March 2015
Telecom Reseller 3

Dimension Data’s 2015 Global
CTI Group Launch ‘Hosted
Call Accounting’ For the
www.telecomreseller.com
Contact Center Benchmarking Report
March/April 2014
Reveals Industry Still Playing Catch
Service Provider Market
SUBSCRIPTIONS & CIRCULATION
SE 28th Street, Vancouver, WA 98683
Up To Digital Demand
Call: 561-732-2335
CTI Group (Holdings) Inc., a global provider
E-mail: publisher@usernews.com Telecom ResellerTM
of carrier-grade sotware solutions and services ADVERTISING telecomreseller.com
which empower organizations through Call: 360 260-9708 Toll FSruebes:cr8ip0t0ion6s67-8965
Dimension Data, announced the results of its shape of the industry over the next ive years,
communication analytics, today announced the 2015 Global Contact Center Benchmarking but 40 percent of contact centers have no data Or change address, unsubscribe: 17413 SE 28th Street, Vancouver, WA 98683
Fax: 360 260-9726
getting the point to pEo-imntail: publisher@usernws.comCall 561-732-2335 y
general availability of their Proteus Enterprise Report that shows despite the continued analysis tools.
Webwww.telcomreseller.com• E-mail publisher@usernews.com
ed on order for some analog Advertising
Multi-Tenant call accounting solution for
explosive growth of digital contact – in the
A majority of organizations (83 percent) Call 360 260-9708 • Toll Free 800 667-8965 • Fax 360 260-9726 NEWS DEPARTMENT
location to carry the new Web www.telecomreseller.com • E-mail publisher@usernews.com Please e-mail articles and press releases as attachments in Microsoft
the Service Provider market, with particular
form of email, Web chat, social media, and believe their current IT systems won’t meet future d technology, but so is the News Department
Word format to jeffowen@telecomreseller.com. Suggested length
Please e-mail articles and press releases as attachments in Microsoft Word format to
focus on users of BroadSot’s BroadWorks platform. Proteus Enterprise interfaces with self-service channels – as a popular customer engagement method, organizations are unable needs, and some (33 percent) said that IT doesn’t meet their current needs.
it still works ine. Howeisv2e5r0,-300 woerdditsor.@Autsetrhnewes.ncodmo. Sfutghgesaterdtilcelneg,thpilse2a5s0e-3p0r0owvoidrdes. cAot nthteacentd of the article,
somehow, and the providerplease provide contact information. Do not send graphics. We reserve the right to edit
BroadWorks at two levels: call detail record (CDR) to keep pace with the digital demand. Moreover, Customers have gone digital
information. Do not send graphics. We reserve the right to edit for content and length.
bers are pointed to the CO for content and length. For further clariication, please visit www.
m
t was possible.
telecomreselleGur.icdeolimnesa. nOudr Ecdlictokriaol nCaSleundbamr (iaslsoionliGneu) isduesleinfuel fso.rOapupropEridaitteosurbiajelct matter.
and Open Client Interface, Provisioning (OCI-P). with a wealth of knowledge available within Non-voice traic (digital) is set to rise in 89 For further clariication, please visit www.telecomreseller.com and click on Submission
a
Calendar (also online) is useful for appropriate subject matter.
CDR integration provides the method for logging their contact centers from customer interactions percent of contact centers within the next two e right, it’s not pos- Publisher and Director of Advertising
call detail records from BroadWorks, processing and customer preference data, the jury’s out
years, and voice traic (talking to a customer alog DID trunk, therePublisher and
nt between the central Douglas Green, publisher@usernews.com
Deputy Publisher
Accounting
n e
them through Proteus’s CDR interface and storing on what organizations are doing to exploit this center agent on the telephone) will drop in
Director of to initiate the call, and Advertising
Carole SangTiorgaiocy Titus
Executive Editor
the processed data in a highly optimised database information.
35 percent of contact centers during the same ill send DTMF digitsDouglas Green, Jef Owen
Copy Editor
Michelle Moody
w
for multiple BroadWorks tenants to securely he 2015 Global Contact Center period. Based on the information Dimension BX will then route the publisher@ Tracy Titus
Accounting
Technology Editor
analyze OCI-P integration enables the Service Benchmarking Report surveyed 901 participants Data has gathered over the last 10 years, digital digits received. Youusernews.com
the provider send theCopy Editor
Michelle Moody
Ray Horak
e
Provider to easily provision the call account covering 12 industries in 72 countries across the will overtake voice in the contact center within Deputy Publisher t match your extensionTechnology Editor
rayhorak@
service to their customers by linking account Americas, Asia Paciic, Australia, Middle East & two years because the new generation of tech- Carole Sangiorgio
hopefully, you have Graphic Design and Production Ray Horak, rayhorak@usernews.com
usernews.com
d
details within BroadWorks to those of Proteus.
Africa, and Europe. Key indings from the survey savvy consumers entering the market – mostly Executive Editor Spritzer TGyperaandpDhesigcn Design
bers match the DID Jeff Owen m
Trevor Davis, Head of Products at CTI Group include:
Generation Y – use the phone only as a last resort Raspberry Jam Creative
. So for example, your The publishers of this newspaper assume no responsibility for statements made by adver-
commented, “As businesses migrate to hosted If the digital evolution continues at its current for queries that couldn’t be solved in any other tisers in their advertisements, nor do they assume responsibility for statements or opinions
ouldbe1234andyToheuprublisheresxporfestshedisorniemwplisepdainptehrecaoslusmumnseofnthoisrnewspspoanpesri.bilityfor statements made by advertisers. in their advertisements, nor do they
be 555-1234. You
d
telephony solutions they expect their Service pace, contact centers will see digital overtake way. Additionally, customers younger than 40 assume responsibility foNrewsstpaatpemr delnivtesryotro copnfienrieonncesperxfoprrmesdsbeydCToSrAimr Seprlviieced er to send the last four
d
r so the call would just Provider to supply all the business tools that they voice-based contact within two years.
would much rather use social media and Web
in the columns of this newspaper.
e
r phone. On a ground
used with their premise-based PBX. Our latest Analytics is seen by a majority of contact ontinues on page 7 ››
Newspaper delivery to conference
u
multi-tenant version of Proteus® Enterprise allows centers as the most likely factor to change the
(or loop start for that
performed by CTS Air Service
p
Service Providers to enhance their hosted voice See MEDAK, page 15
portfolio with the important call accounting function. heir business customers will then beneit TRADE SHOWS
from detailed call analysis enabling decisions
to be made on capacity planning, productivity nication r(x) /
Walt Medak & Associates, Inc.
improvements, telephony fraud prevention and cost ®
allocation within their business.”
CTI Group’s Proteus Enterprise is a highly ining 6
a
scalable solution that supports high volumes of 1 - 15
1
tenants and millions of daily CDRs. By providing SMB Nation O365 Tour Enterprise Connect 2015
.com 360-836-3020 Training
Maintenance
Equipment
k
service providers with a means to tailor the Irvine; March 15, New York; March 16-19, Orlando ACUTA 44th. Annual Conference
COMPTEL PLUS Spring 2015
solution to individual customer requirements, the Apr-15 Chicago www.enterpriseconnect.com/
April 19-22, Atlanta, GA April 12-15, Orlando
service provider can ensure tenants are provided o365tour.smbnation.com/cities/
orlando/conference/
www.acuta.org
www.comptelplus.org/
with the features and reports they require. ■

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