Page 13 - Telecom Reseller SeptOct 2015

September/October 2015
Upgrade your Router Telecom Reseller 13

Voice QoS, Multi WAN Redundancy, Content Filter & Network Security

Call ABP at 972-831-1600 to discuss your application. www.DrayTekUSA.com

As The “BYOD”
TELECOMReseller
World Matures, Are

New, Simple Mobile .com

Communications

Approaches Emerging

for the Enterprise and THE NEWS SOURCE FOR
UC•UCAAS•CLOUD AND COLLABORATION
the SMB?

JORGL

by Jon Jorgl, President of Enterprise for GENBAND

T
he BYOD movement is now over a decade
in the making, and the Enterprise real
time communications executives I meet
with around the globe share a lot of di erent experiences - some good, some not so good, but
all insightful as our industry continues to try and
simplify life for employees - and the IT team. e
common comments are on the increasing cost of
their companies’ mobile phone budgets, security
on those devices and inventory management of
company purchased equipment.
e enterprises who can provide employees
with reliable business communications apps
that are easy to download and start using on the
employee’s own devices will not only be ahead of
the game, but can also reduce traditional mobile
phone costs at the same time. e challenge
has been delivering a secure quality experience
that integrates but separates between work and
personal.
continues on page 16 ››

Voice-based Customer

Service Returns to the

Contact Center - Part 1 of 2

Reestablishing the Human

Connection

McFARLAND

By Rick McFarland, CEO of
Voice4Net (www.voice4net.
com)

B
usinesses are seeing an interesting rise in inbound call volume in customer service.
is counterintuitive upsurge of the
voice channel comes at a curious time, because
conventional wisdom proposed that as Web and
Mobile usage steadily gained popularity, they
would become the dominant sales and customer
service communication channels, leading to a
subsequent drop in voice calls. While this may
have been true at rst, it now appears to have
been just a blip in the charts.
e fact is, with the ever-present smartphone
always at our side, customers are not only still
making calls to solve their sales and service
needs, they are doing so with growing frequency.
continues on page 21 ››

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