Page 17 - Telecom Reseller SeptOct 2015

September/October 2015
Telecom Reseller
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Arkadin Study Shows Uniied Mr. Treguier. “This is especially critical in
largest providers of Unified Communications TELECOMReseller
Communications Reaching Critical a global and connected workplace where as a Service in the world, conducted the
Mass Yet Employee Resistance
access to information anytime, anywhere survey to determine where organizations
and from any device is critical. Fortunately are in the “Race to UC” and if there was a ADVERTISING
to Change is Major Obstacle to cloud-based UC helps to eliminate many
clear consensus on the business case and Call: 360 260-9708
Adoption, continued from page 11....
of the barriers to adoption, by making deployment challenges. Over 200 businesses Toll Free: 800 667-8965
implementations more cost efficient, simple were interviewed through an online survey.
and scalable, compared to the traditional on See full report in slideshare at http://tinyurl. Fax: 360 260-9726
premises solutions.”
com/phfab2y
Web: www.telecomreseller.com
INCREASED PRODUCTIVITY IS
About the survey: Arkadin, an NTT More at www.arkadin.com
KEY UC DRIVER
Communications company and one of the
While challenges complicate adoption, the
majority of companies (70%) agree on the 4
24 Telecom Reseller
September/October 201
benefits and importance of implementing UC,
with the top benefits related to increased productivity (81%), improved support
INTERACTION RECORDING
for mobile workers (47%) and improved
customer service (43%). A sizable number
AND QUALITY MANAGEMENT
of businesses expect to secure these perks SOLUTIONS
quickly, with (40%) anticipating a positive
ROI in the first year, and (70%) within two
years.
“It’s gratifying that the large majority of Interaction
organizations understands the productivity
benefits associated with UC, however, unless Recording
they put the user at center stage and quickly
and decisively communicate the benefits And Quality
they won’t reap these advantages,” says
Hugues Treguier, Arkadin Director of UC. “A Management
distressingly low (12%) of companies are
doing this today which suggests the need
Solutions
for a radical change in how the industry
approaches UC.”
OTHER KEY FINDINGS:
A sizable minority of businesses (26%)
● are stuck at the starting grid, with the RECITE Xpress is a seamless, feature-rich SMB/ Simple User Interface
majority confused about the immediate value SME customer interaction management system
of UC to their businesses.
that enhances interaction analysis, delivers RECITEM has been designed for easy cutover from one Call Recording System to another.
● (65%) of respondents said the lack of a solution to meet compliance requirements Through the intuitive web based user interface,
a single UC solution for all employees is a and ful lls speci c needs in the contact center and back o ce environments. RECITEM the RECITEM user experience makes it easy to
major obstacle for successful roll-outs.
can be tailored to meet various enterprise navigate through calls and playback, while making
● (70%) of respondents reported cost as a requirements by combining various software other RECITEM Software Modules available from a
major factor for implementing UC
modules to provide a clear, concise view of single screen. Whether the end user is familiar with
“While progress is clearly being made, the agent and customer experience. The other software or not, the user can be functional with RECITEM in minutes, without losing valuable
it’s imperative for the industry to overcome RECITE Xpress call recording module delivers one-hundred percent logging to an entire s raining.
the challenges to UC adoption so that more organization or to a selective group within
businesses can benefit from it,” continued
the organization. The RECITE Xpress Suite A Wide Range of Integrations
also includes a Quality Management module RECITEM can capture voice from a wide range
which enables an organization’s supervisors to evaluate employee interactions through the PSTN and Communication Systems including
use of customizable evaluation templates for Avaya, Cisco, Asterisk and many more. RECITEM
selected, randomly agged, or all employee integrates with most common communications Accenture currently has a total of 25 advanced
calls. Employee performance can then be platform, including most VoIP systems. RECITEM advanced integrations include status updates and analytics applications available for the telecommunications, retail, nancial services,
viewed and measured graphically in a series agent actions to track voice communications from and utilities industries. In addition to these
of reports based on information collected from evaluation scorecards. RECITE Xpress is extension to extension as the call travels through ready-made applications developed through
compatiblewithvarioussystemcon gurations, the communication system.
the Accenture Analytics Applications Platform,
including VoIP, TDM, and blended environments
custom applications can also be created to meet
RECITEM Snapshot
Microsoft Lync
a company’s speci c needs. For each application,
Microsoft Corporation has c RECITEM as Accenture’s platform can be used to fully con gure
RECITEM Snapshot is a Desktop Client that adds Screen Capture and Live Agent Notes to the Lync 2013 compliant. This c ation means the advanced analytics applications with a
RECITEM Xpress package. RECITEM Snapshot that our integration level ers Microsoft Lync users the ability to record conversations in any company’s exact operational work ow process
can be seamlessly added to RECITEM Xpress Lync mode, client, remote users, mobility users, and precise user requirements – for example,
to provide a 360-degree view of the customer federated users and Lync Conferencing. Through greater granularity for data scientists and less data
interaction.
our advanced integration, call setup times granularity for business users. Depending on the
RECITE MasCM
are reduced while preserving the amount of customization needed, applications can
recorded in a central, searchable database. be ready for use in approximately one week to 60
RECITE MasCM is a PCI Compliance Module that By adding RECITEM software modules such as SnapshotM and MasCM, the Lync recording days.
incorporates voice muting and screen capture blocking during compliance portions of the can be enhanced with PCI Compliance and Accenture’s advanced analytics applications can
customer call, rendering sensitive information ScreenCapture.RECITEMisoneofthefewLync be run on their own or through the Accenture
unplayable by any member of the organization. recording systems on the market that can er Insights Platform. Launched last month, the
The Compliance Module supports both PCI and these advanced features a ordable price.
Accenture Insights Platform is a cloud-based, end-
HIPAA Compliance standards.
to-end analytics-as-a-service solution comprised of an integrated suite of leading technologies,
consumption-based commercial arrangements,
and enterprise support.
More at www.accenture.com
WWW.NUMONIX.CO sales@numonix.co 1-855-NUMONIX 1-561-9522600

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