Page 10 - October November 2014

M10arch/AprilT2e0l1e4com Reseller 10 Telecom Reseller
October/November 2014
CSI Continues Releasing Unique
NTS DIRECT

Features and Affordable Licensing
AVAYA
forAvayaCntactCenterCustomers
nsumerizationofITcontiustocausedigital
Affiliate Program
Cdisruption as new technologies enter the market
oordinated Systems, Inc. (CSI), reports based on the survey feedback as well as
IDG Enatnenropurinscee—d therelnetaesreporfisevtercahl nAovlaoyga-y agdradpithioinc)a.l Virtual Observer data.
CAN HELP YOU media csopmecpiiacnyincnoomvaptrioisnisnwg Chiochmepnuhtaenrwceotrhled, C“SCI oconnstuinmuesritzoaotifoenr aonf eIxTcliunsitvhee“DenMteCrCprise
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WorkforceptimizationSolutio.BeyondVirtualObsrverDMCCrecordinglicensesataCFOworldandCITEwrld—releasesthe vatecontinues withtheitroductionofnew
GROW AND PROFIT Avaya, Virtual Observeralsosupportsnearly allindings from the 2014 Consumerization
reducedrate,amodel designedtoofsetthecosts devices and services,” said Matthew Yorke,
telephony environments, including hosted and
of required Avaya TSAPI and DMCC licensing.
of IT in the Enterprise (CITE) research,
CEO, IDG Enterprise. “Organizations are
cloud contact center environments,
CSI has produced a “SalesForce Connector”
highlighting the impact CITE adoption has
working to mitigate risk and build secu-
CSI has always led the way with a recognized
which allows customers to integrate their
IN THE
on the enterprise; integration of cloud, apps
rity that enables employees and the busi-
array of recording methods for Avaya platforms,
Virtual Observer Workforce Optimization
and mobile device management; and the
nesses to use CITE technology to move
including those which work with DMCC:
Solution with their SalesForce implementation.
next wave of consumer technologies IT
the business into the digital era and create
DMCC recording methods: 100% Call Logging,
he integration can be as simple as a mass list
IP TELEPHONY decision-makers need to consider.
improved employee productivity and cus-
Selective with schedules or business logic, On of recordings which can be searched, sorted
Demand (Supervisor or Agent), Single Step
CITE Adoption Results in New
tomer satisfaction.”
and played directly from the SalesForce user
Conference as well as Multiple Registration,
CITE: More than Just Smartphones
Policies and IT Purchases
interface, or a dynamic list linked directly to
MARKET
and Tablets
and several non-DMCC methods, including: IP
SalesForce Accounts, Contracts, Cases, Tasks
The proliferation of personal devices
and more.
Oice, Passive packet-sniing VoIP, Extension
LinkedIn, Skype and other consumer
being used for work purposes has required
CSI has also taken several steps forward to
Side, Analog Service Observe and trunkside /
the majority of organizations (82%) to
or individual services are the cloud-based
T1 loggers.
create a robust cloud-based solution which
make changes, from creating policies on services most used by employees (90%)
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awviatihlabalne feoarscelooufdupsreovtihdaetrsraensudlptsuriencelomupdloy- eesadoptingsolutions with or without
Observerdashboard viewwhichis diferentiatedcontactcenters. approval from their IT department.
integrating consumer devices into the orga-
“We are truly excited to continue releasing
for the agent, for the supervisor and for a
nization. To support a culture of employees
MDM use is more prevalent at enterprise
holistic view of the center. Statistics include
features which add value for Avaya contact
working in the ofice and at home, over
organizations (1,000+ employees) and it is
“Average Hold Time”, “# Calls Taken”, “Average
centers”, said Rich Marcia, Marketing Director
the next two years more organizations will
used on both company issued and employee
Talk Time”. “Quality Scores”, etc. Powerful
for CSI. “Being able to provide a robust,
support employee owned smart phones and
owned mobile devices. While MDM offers
custom reports can be created using this tool to
integrated workforce optimization (quality
tablets and 83% of organizations will invest
a level of control not previously available,
grab data from the ACD itself and the Virtual
monitoring, speech analytics, workforce
in mobile technologies. The approval of
there still is uncertainty if MDM solutions
Observer database.
management) suite is paramount, and its
consumer devices in the workplace is well
can mitigate risk. Enterprise organizations
Our Avaya-speciic “Surveying” release
seamlessly across the entire array of Avaya
received by employees; CITE will have a
and SMB organizations (< 1,000 employ-
utilizes DMCC methodologies to create a
platforms while providing a high value to Avaya
positive impact on user satisfaction (69%),
ees) face different challenges with MDM
sotware-only surveying process, allowing users
customers and business partners.
and user productivity (66%) over the next
implementation. Enterprise organizations
to create a variety of “Voice of the customer”
More at www.csiworld.com
12-18 months (check out the CITE info-
See CONSUMERIZATION, page 27

OUTLOOK

Continuied from page 14
and risk-taking tend to fall. Investors are March 2014 MCI Survey
said to be conident when the news about Comments from Industry Executive
the future is good and stock prices are ris- Leadership:
ing.
Who participates in the MCI-EFI?
Bank, Small Ticket
The respondents are comprised of a “We continue to see strong growth in
wide cross section of industry executives, both applications and origination volume.
including large-ticket, middle-market and We are optimistic that this trend will con- tinue as we close out the irst quarter. In
small-ticket banks, independents and cap- addition, portfolio performance in terms of
tive equipment inance companies. The delinquencies remains very low.” David
MCI-EFI uses the same pool of 50 organi- Schaefer, CEO, Mintaka Financial, LLC
zation leaders to respond monthly to ensure Independent, Middle Ticket
the survey’s integrity. Since the same orga- “New business volume targets in our
nizations provide the data from month to month, the results constitute a consistent truck transportation business continue to be
barometer of the industry’s conidence.
met or exceeded by our over 2,300 dealers
nationwide in the U.S., suggesting contin-
How is the MCI-EFI designed?
The survey consists of seven questions ued strength in the economy.” William
and an area for comments, asking the Besgen, President & COO, Hitachi Capital
respondents’ opinions about the following: America Corp.
• Current business conditions
Bank, Middle Ticket
• Expected product demand over the next
“The overall economy is fair; however,
four months
I do see an increase in capital expendi-
• Access to capital over the next four
tures in 2014. The capital expenditures
months
will be made to reduce labor cost and/or
• Future employment conditions
replace outdated or worn out equipment.”
• Evaluation of the current U.S. economy Elaine Temple, President, Bancorpsouth
• U.S. economic conditions over the next
Equipment Finance
six months
• Business development spending expecta-
Why an MCI-EFI?
tions
Conidence in the U.S. economy and the
• Open-ended question for comment capital markets is a critical driver to the
• How may I access the MCI-EFI? %
equipment inance industry. Throughout history, when conidence increases, con-
sumers and businesses are more apt to
Survey results are posted on the Foundation website, acquire more consumer goods, equipment
http://www.leasefoundation.org/IndRsrcs/MCI/
and durables, and invest at prevailing pric-
es. When conidence decreases, spending

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